Customer Relationship Management

The request was successful.

Dear North Tyneside Metropolitan 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

FOI Officer, North Tyneside Metropolitan Borough Council

2 Attachments

FREEDOM OF INFORMATION ACT 2000 - REQUEST FOR INFORMATION

 

in all further correspondence please quote our reference FOI0799.  Thank
you for your request for information. 

 

Your request was received on 08/02/2019  and the Council is dealing with
it under the terms of the Freedom of Information Act 2000. 

 

As required by the legislation, the Council aims to answer your request
promptly, but no later than 20 working days after receipt. As stated in
the Information Commissioner’s guidance, Awareness Guidance 11 Time for
Compliance, the 20 working day clock starts the day after the Council
received the request. The due date has been calculated to be 08/03/2019. 

 

If the information you have requested 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.

 

Very occasionally, fees may be payable for the supply of information under
the Freedom of Information Act.  This will be considered, and if fees are
payable in respect of this request the Council will contact you before
proceeding in order to be sure that you are happy to go ahead.  Any fees
that do apply must be paid before the information is processed and
released.

 

Please note that an anonymised copy of our response to your request may be
published in the Council’s Disclosure Log where appropriate.  This is a
record of responses to completed requests for information that the Council
has received and dealt with under the Freedom of Information Act 2000 and
Environmental Information Regulations 2004.

 

The Council’s Disclosure Log is available online at the following address:

 

[1]http://my.northtyneside.gov.uk/category/...

 

If you have any queries in the meantime, please do not hesitate to contact
us.

 

 

Eilidh Cook

Senior Information Governance Officer

Information Governance

[2]North Tyneside Council.

 

Tel: (0191) 643 5363 / 2333

[mobile number]

 

[3]Facebook[4]Twitter email 

 

[5]www.northtyneside.gov.uk 

 

From: Baptiste GC <[FOI #551326 email]>
Sent: 08 February 2019 14:58
To: FOI Officer <[email address]>
Subject: Freedom of Information request - Customer Relationship Management
[Scanned]

 

*EXTRNL*
Dear North Tyneside Metropolitan 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

-------------------------------------------------------------------

Please use this email address for all replies to this request:
[6][FOI #551326 email]

Is [7][North Tyneside Council request email] the wrong address for Freedom of
Information requests to North Tyneside Metropolitan Borough Council? If
so, please contact us using this form:
[8]https://www.whatdotheyknow.com/change_re...

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[9]https://www.whatdotheyknow.com/help/offi...

For more detailed guidance on safely disclosing information, read the
latest advice from the ICO:
[10]https://www.whatdotheyknow.com/help/ico-...

Please note that in some cases publication of requests and responses will
be delayed.

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

show quoted sections

FOI Officer, North Tyneside Metropolitan Borough Council

3 Attachments

FREEDOM OF INFORMATION ACT 2000 - REQUEST FOR INFORMATION

 

in all further correspondence please quote our reference FOI0799

 

Your request for information under the above legislation has now been
considered. Please see response attached.

 

Please note that an anonymised copy of this response may be published in
our Disclosure Log where appropriate.

 

This is a record of responses to completed requests for information that
the Council has received and dealt with under the Freedom of Information
Act 2000 and Environmental Information Regulations 2004. The Disclosure
Log is available online at the following address:

 

[1]http://my.northtyneside.gov.uk/category/...

 

I trust that this information answers your request, but if you have any
further requests please do not hesitate to contact me.

 

If you are unhappy with the way the Council has handled your request, you
may ask for an internal review. Please contact the Information Governance
Team no later than 40 working days after the date of this letter, after
which time we will consider the matter closed.

 

Law and Governance

North Tyneside Council

Quadrant

The Silverlink North

Cobalt Business Park

North Tyneside

NE27 0BY

 

e-mail [2][North Tyneside Council request email]

 

Further information is also available from the Information Commissioner
at:

 

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

 

[3]www.ico.org.uk

 

Regards

Geoff Snary

Senior Information Governance Officer

[4]North Tyneside Council

 

Tel: 0191 643 5623  Fax: 0191 643 2451

 

[5]www.northtyneside.gov.uk 

 

From: FOI Officer
Sent: 08 February 2019 16:11
To: Baptiste GC <[FOI #551326 email]>
Cc: FOI Officer <[email address]>
Subject: FREEDOM OF INFORMATION ACT 2000 - REQUEST FOR INFORMATION
FOI0799. [Scanned]

 

FREEDOM OF INFORMATION ACT 2000 - REQUEST FOR INFORMATION

 

in all further correspondence please quote our reference FOI0799.  Thank
you for your request for information. 

 

Your request was received on 08/02/2019  and the Council is dealing with
it under the terms of the Freedom of Information Act 2000. 

 

As required by the legislation, the Council aims to answer your request
promptly, but no later than 20 working days after receipt. As stated in
the Information Commissioner’s guidance, Awareness Guidance 11 Time for
Compliance, the 20 working day clock starts the day after the Council
received the request. The due date has been calculated to be 08/03/2019. 

 

If the information you have requested 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.

 

Very occasionally, fees may be payable for the supply of information under
the Freedom of Information Act.  This will be considered, and if fees are
payable in respect of this request the Council will contact you before
proceeding in order to be sure that you are happy to go ahead.  Any fees
that do apply must be paid before the information is processed and
released.

 

Please note that an anonymised copy of our response to your request may be
published in the Council’s Disclosure Log where appropriate.  This is a
record of responses to completed requests for information that the Council
has received and dealt with under the Freedom of Information Act 2000 and
Environmental Information Regulations 2004.

 

The Council’s Disclosure Log is available online at the following address:

 

[6]http://my.northtyneside.gov.uk/category/...

 

If you have any queries in the meantime, please do not hesitate to contact
us.

 

 

Eilidh Cook

Senior Information Governance Officer

Information Governance

[7]North Tyneside Council.

 

Tel: (0191) 643 5363 / 2333

[mobile number]

 

[8]Facebook[9]Twitter email 

 

[10]www.northtyneside.gov.uk 

 

From: Baptiste GC <[11][FOI #551326 email]>
Sent: 08 February 2019 14:58
To: FOI Officer <[12][email address]>
Subject: Freedom of Information request - Customer Relationship Management
[Scanned]

 

*EXTRNL*
Dear North Tyneside Metropolitan 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

-------------------------------------------------------------------

Please use this email address for all replies to this request:
[13][FOI #551326 email]

Is [14][North Tyneside Council request email] the wrong address for Freedom of
Information requests to North Tyneside Metropolitan Borough Council? If
so, please contact us using this form:
[15]https://www.whatdotheyknow.com/change_re...

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[16]https://www.whatdotheyknow.com/help/offi...

For more detailed guidance on safely disclosing information, read the
latest advice from the ICO:
[17]https://www.whatdotheyknow.com/help/ico-...

Please note that in some cases publication of requests and responses will
be delayed.

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

show quoted sections