Customer Relationship Management

Baptiste GC made this Freedom of Information request to Dudley 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 refused by Dudley Council.

Dear Dudley 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

Information Governance, Dudley Council

Dear requestor

In order to progress your request, under section 81(b) of the Freedom of Information Act, we require a further name or title for you, as per the following guidance.

What constitutes a real name?
We consider that a relatively informal approach is also appropriate in this context. Therefore, title and/or first name with surname satisfies the requirement for provision of a real name, as does the use by a female applicant of her maiden name. The prime consideration is whether enough of a person’s full name has been provided to give a reasonable indication of that person’s identity.

Example:
Mr Arthur Thomas Roberts could satisfy section 8(1)(b) of the FOIA by stating his name in a request for information as “Arthur Roberts”, “A. T. Roberts”, or “Mr Roberts”, but not by stating his name as “Arthur” or “A.T.R.”

Once this has been received, we will process your request accordingly.

Regards

Nina Meredith
Information Governance Officer
Corporate Information Governance Team
Dudley MBC
Tel no: 01384 816956

show quoted sections

Dear Nina,

My name is Baptiste Guittet.

Yours sincerely,

Baptiste

Dudley Triggers, Dudley Council

Dear Baptiste Guittet,

Information Access Request - Information Request DMBCIR:19831
Description : Customer Relationship Management

I acknowledge your request for information received on 2019-02-13
16:45:00.

Your request is being considered and you will receive the information
requested within the statutory timescale of 20 working days (Freedom of
Information Act 2000/Environmental Information Regulations) or 1 month
from receipt (Data Protection access requests).

For your information, the Acts and Regulations define a number of
exemptions which may prevent release of the information you have
requested. There will be an assessment and if any of the exemption
categories apply then the information may not be released. In some
circumstances the decision to release information, or not, will be based
on a public interest test. You will be advised of any considerations,
subsequent decisions and your rights of appeal.

If the information you request contains reference to a third party then
they may be consulted prior to a decision being taken on whether or not to
release the information to you. You will be informed if this is the case,
including your rights of appeal.

Unless otherwise requested the information may be provided in electronic
format, paper copy, normal font size. If you require alternative formats,
e.g. language, audio, large print, etc. then please let me know.

There may be a fee payable for this information. This will be considered
and you will be informed if a fee is payable. In this event the fee must
be paid before the information is processed and released. The time limit
for responses is suspended until receipt of the payment.

If you have any queries or concerns then please contact the Information
Governance Officer at Dudley MBC, The Council House, Dudley, West
Midlands, DY1 1HF, telephone 0300 555 8283, e-mail
[Dudley Metropolitan Borough Council request email] .

Please remember to quote the reference number above in any future
communications.

Most of the information that we provide in response to Freedom of
Information/Environmental Information requests will be subject to
copyright protection. In most cases the copyright will be owned by Dudley
MBC. The copyright in other information may be owned by another person or
organisation, as indicated in the information itself. You are free to use
any information supplied for your own use, including for non-commercial
research purposes. The information may also be used for the purposes of
news reporting. However, any other type of re-use, for example, by
publishing the information or issuing copies to the public will require
the permission of the copyright owner.

For information where the copyright is owned by the Council details of the
conditions on re-use can be found on our website at www.dudley.gov.uk.

For information where the copyright is owned by another person or
organisation, you must apply to the copyright owner to obtain their
permission.

Yours sincerely,

The Information Governance Team
Council House
Priory Road
Dudley
West Midlands
DY1 1HF
[Dudley Metropolitan Borough Council request email]

Information Governance, Dudley Council

Dear Baptiste Guittet,
 
Freedom Of Information Act 2000 - Information Request 19831
 
Your request for information received on 13/02/2019 has now been
considered and it is not possible to meet your request.
 
Your Request
 
General
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?
 
IT Systems General
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.)
 
Digital Platform
Q6a. Does the Authority have an online portal for Residents?
Q6b. If it does, what is the uptake 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?
 
CRM
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?
n/a
 
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)
 
 
Our Response
 
I write to inform you that your request for information will not be
processed.
 
This is because the cost of locating and retrieving the information
exceeds the “appropriate limit” as stated in the Freedom of Information
(Fees and Appropriate Limit) Regulations 2004 which is currently set at
£450.  This limit represents the estimated cost of one person spending 18
hours in determining whether the Council holds the information, and
locating, retrieving and extracting the information.  Under Section 12 of
the Freedom of Information Act the Council is not obliged to comply with
your request and we will not be processing your request further.
 
To explain further, in order to comply with your request we would need to
check around 1000 number of system applications in use which would take
approximately 30mins per record.  It is estimated that this would take an
estimated 500 hours.
 
If you were to make a new request for a more narrow category of
information, it may be that we could comply with that request within the
appropriate limit, although I cannot guarantee that this will be the case.
 
It may be possible for us to provide a response to the following questions
from your original request:
 
General
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?
 
IT Systems General
Q5. What services are provided to Residents by the Authority (e.g. Taxi
Licensing, Waste, Education, Planning Applications, etc.) (Requires
clarification as this question is too general)
 
 
Digital Platform
Q6a. Does the Authority have an online portal for Residents?
Q6b. If it does, what is the uptake across the authority?
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?
 
CRM
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?
Please contact me if you require further assistance in refining your
request.
 
In accordance with the Freedom of Information Act 2000 this letter acts as
a Refusal Notice.
 
If you are unhappy with the service you have received in relation to your
request and wish to make a comment or complaint, or request a review of
the decision, you should write to the Freedom of Information Officer at
Dudley MBC, The Council House, Dudley, West Midlands, DY1 1HF, telephone
0300 555 2345, e-mail [1][Dudley Metropolitan Borough Council request email]. 
 
Please remember to quote the reference number above in any future
communications.
 
If you are not content with the outcome of your complaint, you may apply
directly to the Information Commissioner for a decision.  Generally, the
ICO cannot make a decision unless you have exhausted the complaints
procedure provided by Dudley MBC.
 
The Information Commissioner may be contacted at:
 
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow 
Cheshire 
SK9 5AF
Telephone:   01625 545 700
[2]www.ico.org.uk
 
 
Yours sincerely,
Mandy Fennell
Information Governance Monitoring Officer
Digital and ICT Services
Chief Executives
' (01384) 814696
*: [3][email address]
[4]www.dudley.gov.uk

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