Customer Relationship Management

The request was refused by Oldham Metropolitan Borough Council.

Dear Oldham 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

Information Manager, Oldham Metropolitan Borough Council

Dear Sir/ Madam

 

I acknowledge with thanks your request for information, please could you
clarify the following:-

 

Full name.

 

Q4 and Q4a please clarify as to what systems or service area you require
the information.

 

The council will aim to respond to your request within 20 days of clarity
being sought.

 

Yours faithfully,

 

Information Manager

Corporate & Commercial Services

Oldham Council

Level 11,

Civic Centre

West Street

Oldham

OL1 1UL

 

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Dear Information Manager,

My full name is Baptiste Guittet.
For Q4 and Q4a, this would be all systems 'owned' by the authority (including where hosted with a third party like Northgate).

Yours sincerely,

Baptiste GC

Information Manager, Oldham Metropolitan Borough Council

Dear Mr Baptiste,

 

Please see the response to your FOI below.

 

Q1. What is the full official name of the Authority?  - Oldham

 

Q2. How large is the Authority in terms of population? 232,724 – ONS
Mid-Year Estimate (2016)

 

Q3. How large is the Authority in terms of geographical boundaries?
142Km^2^

 

Q4. How many information systems / databases does the Authority use?
 Please see exemption below.

 

Q4a. How many of those are stand-alone (i.e. do not interact with any
other information system)? Please see exemption below.

 

Q4b. How many of those interact with at least one other system (e.g. using
API calls)? Please see exemption below.

 

Q4c. Are the systems mainly centered around Residents or Properties?
Please see exemption below.

 

Q5. What services are provided to Residents by the Authority (e.g. Taxi
Licensing, Waste, Education, Planning Applications, etc.)
[1]https://data.gov.uk/dataset/01171494-e40...

 

Q6a. Does the Authority have an online portal for Residents? Yes

 

Q6b. If it does, what is the uptake (as a percentage) across the
authority? It is not clear what 100% means, is this households or
residents or adult residents etc. So I cannot answer in %.  At the moment
the number of accounts are 35903

 

Q7. What percentage of services in Q4 are accessible to Residents online
using Single Sign On (SSO) on the portal? It is not possible to give a %
as it depends on how you classify “a service” and whether the total is a
value of the amount of contact across the authority or a straight % of the
services delivered by the Authority. I can say that currently we deliver 4
- Ctax, Free School Meals, Benefits, Landlords.

 

 

Q8. What was the Authority’s annual spend for 2017-18?  The total
expenditure for 2017-18 was £641.5m. This includes expenditure re schools.

 

Q9. What was the Authority’s annual spend for 2017-18 for software
licensing? Most of the Council’s software licencing is paid for by a third
party partner and recharged to us in a global amount covering all payments
to them, therefore I cannot provide a figure for this.

 

Q10. What was the Authority’s annual spend for 2017-18 for payroll of
employees, agency staff, and contractors? The total spend on employees
costs for 2017-18 was £203.9m. This figure includes employee costs for
schools but does not includes contractor payments. To get employee costs
re contractors payments would mean looking at all invoices paid on that
account code and analysing them, which would take the request over the
time limit. The employee costs include salaries, pension and national
insurance payments.

 

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: No

 

Q12a. When did the CRM system go Live? n/a

 

Q12b. How long did the implementation take? n/a

 

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: n/a

 

Q13a. Has the implementation of a CRM ever been considered? Yes. Likely to
review again this year.

 

Q13b. If Yes to Q13a., what were the reasons for not proceeding? (See "CRM
Challenges" below, please state all that apply) Used to have one but was
not delivering any value.

 

Q13c. Has the implementation of a CRM ever been planned or undertaken, but
subsequently abandoned? No

 

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

 

In order to provide you with the information on the scale an in-depth
search of each department would have to be conducted as this information
is not held centrally. To collate information required would entail
contacting all the services and departments within the Council to review
all the systems and system integration.

 

Section 12 of the Act makes provision for public authorities to refuse
requests for information where the cost of dealing with them would exceed
the appropriate limit, which for Local Government is set at £450. This
represents the estimated cost of one person spending 18 hours at £25 per
hour in determining whether the Council holds the information i.e. in
locating, retrieving and extracting the information.

 

We estimate that it will take us in excess of 18 hours to determine the
appropriate material and locate, retrieve and extract the information in
reference to your request. Therefore, this part of your request will not
be processed further.

 

You may wish to refine your request by narrowing its scope by being more
specific about what information your particularly wish to consider,
including any dates or period of time relevant to the information
required.

 

If you are dissatisfied with the handling of your request, you have the
right to ask for an internal review. Internal review requests should be
submitted within two months of the date of receipt of the response to your
original letter and should be addressed to:

 

Paul Entwistle

Borough Solicitor

Legal & Democratic Services

Oldham MBC

Civic Centre, West St,

Oldham OL1 1UG

 

Tel:  0161 770 4822

E-mail:  [2][email address]

 

If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for a
decision, details are as follows:

 

Office of the Information Commissioner

Wycliffe House

Water Lane

Wilmslow

Cheshire   SK9 5AF

 

 

Information Manager

Corporate & Commercial Services

Oldham Council

Level 11,

Civic Centre

West Street

Oldham

OL1 1UL

 

 

 

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