Customer Relationship Management

Baptiste GC made this Freedom of Information request to Wychavon District Council

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was successful.

Dear Wychavon District 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
Other (please specify)

Yours faithfully,

Baptiste GC

Freedom Of Information, Wychavon District Council

Dear Baptiste

Further to your FOI request of 8th February please find our responses to the questions you have posed:

1. Wychavon District Council
2 & 3. Please find further information at:
4. A number of info systems are used: IRIS, Scrooge, Frontier, Financials (Civica), DEF (planning)
5. Details of all our services are on our website.
6. No
8-10. all this information is published on our website.
11 - 13 We don’t have a CRM system
14 properties predominantly

I trust this information is sufficient for your purposes, but if you have any further queries please do not hesitate to contact me.

If you have any concerns with the way your request has been dealt with, please contact Meesha Patel, Legal Services Manager at Wychavon District Council in the first instance. If she is unable to resolve your concerns you then have a right of recourse to the Information Commissioner, who is the regulator for Freedom of Information.

Yours sincerely,

Gemma Harris
Legal Executive
Wychavon District Council and Malvern Hills District Council combined Legal Service
Civic Centre, Queen Elizabeth Drive, Pershore, Worcs, WR10 1PT
Direct Dial:(01386) 565530

Working days Monday, Wednesday and Thursday

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