Customer Relationship Management

Baptiste GC made this Freedom of Information request to Woking Borough Council

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The request was successful.

Dear Woking Borough Council,

I am currently conducting research for a Masters Degree in Computing, and kindly request you respond to the questions below, under the Freedom of Information Act.
If you cannot provide an answer to one question, please state so and respond to the others.
Q1. What is the full official name of the Authority?
Q2. How large is the Authority in terms of population?
Q3. How large is the Authority in terms of geographical boundaries?
Q4. How many information systems / databases does the Authority use?
Q4a. How many of those are stand-alone (i.e. do not interact with any other information system)?
Q4b. How many of those interact with at least one other system (e.g. using API calls)?
Q4c. Are the systems mainly centered around Residents or Properties?
Q5. What services are provided to Residents by the Authority (e.g. Taxi Licensing, Waste, Education, Planning Applications, etc.)
Q6a. Does the Authority have an online portal for Residents?
Q6b. If it does, what is the uptake (as a percentage) across the authority?
Q7. What percentage of services in Q4 are accessible to Residents online using Single Sign On (SSO) on the portal?
Q8. What was the Authority’s annual spend for 2017-18?
Q9. What was the Authority’s annual spend for 2017-18 for software licensing?
Q10. What was the Authority’s annual spend for 2017-18 for payroll of employees, agency staff, and contractors?
Q11. Does the Authority use a Customer Relationship Management (CRM) System?
(if Yes answer Q12 and Q14, if No answer Q13)
Q12. If the Authority has a CRM system:
Q12a. When did the CRM system go Live?
Q12b. How long did the implementation take?
Q12c. What were the main obstacles encountered to the implementation? (See "CRM Challenges" below, please state all that apply)
Q13. If the Authority does not have a CRM system:
Q13a. Has the implementation of a CRM ever been considered?
Q13b. If Yes to Q13a., what were the reasons for not proceeding? (See "CRM Challenges" below, please state all that apply)
Q13c. Has the implementation of a CRM ever been planned or undertaken, but subsequently abandoned?
Q13d. If Yes to Q13c., what were the reasons for the failure of the project? (See "CRM Challenges" below, please state all that apply)
Q14. Are the IT systems centred primarily around Residents or Properties?
CRM Challenges
Integration of different data sources into a single system
Training users to effectively use the solution
Participation of different departments within the authority
Integration with existing back-office applications
Promoting Usage
Funding
Other (please specify)

Yours faithfully,

Baptiste GC

Comments, Woking Borough Council

Thank you for your email.

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More information on how we collect and use your personal data and the control you have over it is available on our website:

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Kind regards,

Customer Services
_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​___________________________
Woking Borough Council, Civic Office, Gloucester Square, Woking, Surrey GU21 6YL
Phone: 01483 755855 | Fax: 01483 768746 | Web: www.woking.gov.uk

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Comments, Woking Borough Council

We acknowledge receipt of your Freedom of Information Request. Your request has been forwarded to the Policy department for action.
Kind regards
Customer Services

______________________________________________
Woking Borough Council, Civic Offices, Gloucester Square, Woking, Surrey, GU21 6YL
Phone: 01483 755855 | Fax: 01483 768746 | Web: www.woking.gov.uk

________________________________________
From: Baptiste GC [[FOI #551296 email]]
Sent: 08 February 2019 12:04
To: Comments
Subject: Freedom of Information request - Customer Relationship Management

Dear Woking Borough Council,

I am currently conducting research for a Masters Degree in Computing, and kindly request you respond to the questions below, under the Freedom of Information Act.
If you cannot provide an answer to one question, please state so and respond to the others.
Q1. What is the full official name of the Authority?
Q2. How large is the Authority in terms of population?
Q3. How large is the Authority in terms of geographical boundaries?
Q4. How many information systems / databases does the Authority use?
Q4a. How many of those are stand-alone (i.e. do not interact with any other information system)?
Q4b. How many of those interact with at least one other system (e.g. using API calls)?
Q4c. Are the systems mainly centered around Residents or Properties?
Q5. What services are provided to Residents by the Authority (e.g. Taxi Licensing, Waste, Education, Planning Applications, etc.)
Q6a. Does the Authority have an online portal for Residents?
Q6b. If it does, what is the uptake (as a percentage) across the authority?
Q7. What percentage of services in Q4 are accessible to Residents online using Single Sign On (SSO) on the portal?
Q8. What was the Authority’s annual spend for 2017-18?
Q9. What was the Authority’s annual spend for 2017-18 for software licensing?
Q10. What was the Authority’s annual spend for 2017-18 for payroll of employees, agency staff, and contractors?
Q11. Does the Authority use a Customer Relationship Management (CRM) System?
(if Yes answer Q12 and Q14, if No answer Q13)
Q12. If the Authority has a CRM system:
Q12a. When did the CRM system go Live?
Q12b. How long did the implementation take?
Q12c. What were the main obstacles encountered to the implementation? (See "CRM Challenges" below, please state all that apply)
Q13. If the Authority does not have a CRM system:
Q13a. Has the implementation of a CRM ever been considered?
Q13b. If Yes to Q13a., what were the reasons for not proceeding? (See "CRM Challenges" below, please state all that apply)
Q13c. Has the implementation of a CRM ever been planned or undertaken, but subsequently abandoned?
Q13d. If Yes to Q13c., what were the reasons for the failure of the project? (See "CRM Challenges" below, please state all that apply)
Q14. Are the IT systems centred primarily around Residents or Properties?
CRM Challenges
Integration of different data sources into a single system
Training users to effectively use the solution
Participation of different departments within the authority
Integration with existing back-office applications
Promoting Usage
Funding
Other (please specify)

Yours faithfully,

Baptiste GC

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Woking Borough Council

Dear Sir/Madam,

Freedom of Information Act 2000 - Information Request.

Reference: (2538-15014454)
Subject: Customer Relationship Management

Thank you for your request for information under the Freedom of
Information Act 2000. Your request was received on 08/02/2019 and we are
dealing with it under the terms of the Act.

You will receive the information requested within 20 working days unless
the Council does not hold the information or there is a reason for it to
be withheld. We will write to you in any event.

In the meantime, if you have any questions please do not hesitate to
contact the Democratic Services Team at Woking Borough Council.

Democratic Services (FOI Request).
Civic Offices,
Gloucester Square,
Woking,
GU21 6YL.
[1]Email: [email address]
Tel: 01483 755855

Yours faithfully,

Woking Borough Council,
Civic Offices,
Gloucester Square,
Woking,
GU21 6YL.

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Woking Borough Council

Dear Sir/Madam,

Freedom of Information Act 2000 - Information Request.
Our Reference (2538-15014454).

Further to your request for information dated 08/02/2019, I can confirm that your request has been dealt with as a formal request for information under the Freedom of Information Act 2000.

You requested;
FOI Request Subject ` Customer Relationship Management`.
FOI Request Details;
I am currently conducting research for a Masters Degree in Computing, and kindly request you respond to the questions below, under the Freedom of Information Act.
If you cannot provide an answer to one question, please state so and respond to the others.
Q1. What is the full official name of the Authority?
Q2. How large is the Authority in terms of population?
Q3. How large is the Authority in terms of geographical boundaries?
Q4. How many information systems / databases does the Authority use?
Q4a. How many of those are stand-alone (i.e. do not interact with any other information system)?
Q4b. How many of those interact with at least one other system (e.g. using API calls)?
Q4c. Are the systems mainly centered around Residents or Properties?
Q5. What services are provided to Residents by the Authority (e.g. Taxi Licensing, Waste, Education, Planning Applications, etc.) Q6a. Does the Authority have an online portal for Residents?
Q6b. If it does, what is the uptake (as a percentage) across the authority?
Q7. What percentage of services in Q4 are accessible to Residents online using Single Sign On (SSO) on the portal?
Q8. What was the Authority’s annual spend for 2017-18?
Q9. What was the Authority’s annual spend for 2017-18 for software licensing?
Q10. What was the Authority’s annual spend for 2017-18 for payroll of employees, agency staff, and contractors?
Q11. Does the Authority use a Customer Relationship Management (CRM) System?
(if Yes answer Q12 and Q14, if No answer Q13) Q12. If the Authority has a CRM system:
Q12a. When did the CRM system go Live?
Q12b. How long did the implementation take?
Q12c. What were the main obstacles encountered to the implementation? (See "CRM Challenges" below, please state all that apply) Q13. If the Authority does not have a CRM system:
Q13a. Has the implementation of a CRM ever been considered?
Q13b. If Yes to Q13a., what were the reasons for not proceeding? (See "CRM Challenges" below, please state all that apply) Q13c. Has the implementation of a CRM ever been planned or undertaken, but subsequently abandoned?
Q13d. If Yes to Q13c., what were the reasons for the failure of the project? (See "CRM Challenges" below, please state all that apply) Q14. Are the IT systems centred primarily around Residents or Properties?
CRM Challenges
Integration of different data sources into a single system Training users to effectively use the solution Participation of different departments within the authority Integration with existing back-office applications Promoting Usage Funding Other (please specify)
.

I confirm that the Council holds information which meets the description contained in your request and the information requested is set out below.

Q1. Woking Borough Council
Q2. Approx 100,000
Q3. Woking authority covers 6,359 hectares (15,713 acres)
Q4. 28 applications most with multiple databases
Q4a. 10 - mainly management systems such as tendering / webcasting / petitions / till systems
Q4b. 17 - by API, automated file transfer etc.
Q4c. 4 property based, 8 people based and 16 management systems such as eforms / financial management
Q5. This information is available on our website
Q6a. Yes
Q6b. 9,900 residents have registered for single sign-on? We cannot determine the number of individual residents who use services which do not require registration.
Q7. 14.29% of applications in Q4 are accessible to Residents online using Single Sign On (SSO) on the portal a further 32.14% can access information and services without requiring a login e.g. making payments, viewing Council reports, planning applications etc.
Q8. £117,701,000
Q9. £222,145 was spent on system software maintenance and licence subscriptions
£36,500 was spent on new system software licences?
£375,213 was spent on application software maintenance and licence subscriptions
£36,500 was spent on new application software licences?
Q10. Payroll of employees and agency staff £12,808,176. Contract staff are included in service contracts and not identified separately.
Q11. Yes
Q12a. Over 10 years ago?
Q12b. This information is no longer available?
Q12c. Participation of different departments within the authority
Integration with existing back-office applications
Q13. N/A
Q13a. N/A
Q13b. N/A
Q13c. N/A
Q13d. N/A

I hope that you are satisfied with the way in which your request for information has been dealt with. If not, the Council has decided that any complaint regarding requests for information that cannot be dealt with satisfactorily on an informal basis should be dealt with in accordance with its established complaints procedure.

Complaints.
Woking Borough Council,
Civic Offices,
Gloucester Square,
Woking,
GU21 6YL.
Email: [email address]

Details of the Council's complaints procedure may be found at:
http://www.woking.gov.uk/council/about/c...

Alternatively, I can forward you a paper copy of a leaflet giving details. I am also happy to discuss any queries that you may have regarding how we have dealt with your request for information. In addition, you may apply to the Information Commissioner for a decision whether your request for information has been dealt with in accordance with the requirements of the Act (although I understand that the Information Commissioner may decline to become involved if you have not first exhausted the Council's complaints procedure).

The Information Commissioner may be contacted at:
Information Commissioner's Office.
Wycliffe House,
Water Lane,
Wilmslow,
Cheshire,
SK9 5AF.
Tel: 08456 306060 or 01625 545745
Email: [email address]
Website: www.ico.org.uk

Yours faithfully,

Adele Devon.
ICT Manager,
Woking Borough Council,
Civic Offices,
Gloucester Square,
Woking,
GU21 6YL.
[email address]

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