Customer Relationship Management

Baptiste GC made this Freedom of Information request to Sheffield City Council

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The request was successful.

Dear Sheffield City 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, Sheffield City Council

Dear Baptiste GC,
 
Thank you for your recent request for information relating to Customer
Relationship Management systems which we received on 08/02/19.
 
Unfortunately, Sheffield City Council cannot process your requests because
you have not given us your full name.  Section 8 of the Freedom of
Information Act states that you must give us your full name for a request
to be valid.
 
Could you please let us know your full name to enable us to process your
request.
 
For further guidance please see the Information Commissioners Office
Guidance “Recognising a request made under the Freedom of Information Act”
– in particular the section entitled “Name of the applicant”, on the link
below:
 
[1]https://ico.org.uk/media/for-organisatio...
 
In the meantime, if you have any queries, please contact us on 0114
2734567.
 
Kind Regards,
 
Sheffield City Council
PO Box 1283
Sheffield, S1 1UJ
Email: [2][Sheffield City Council request email]
P Please don't print this e-mail unless you really need to
 
_____________________________________________
From: Baptiste GC [[3]mailto:[FOI #551335 email]]
Sent: 08 February 2019 13:31
To: FOI
Subject: Freedom of Information request - Customer Relationship Management
 
Dear Sheffield City 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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Dear FOI,

Please not my full name is Baptiste Guittet.

Yours sincerely,

Baptiste

FOI, Sheffield City Council

Dear Baptiste Guittet,
 
Thank you for your clarification for information relating to Customer
Relationship Management systems which we received on 13/02/19.
 
This has been logged as a Freedom of Information Request, and will be
dealt with under the Freedom of Information Act.  The reference number for
your request can be found above.
 
The Freedom of Information Act states that we must respond to you within
20 working days, therefore, you should expect to hear a response from us
by 12/03/19.
 
In the meantime, if you have any queries please, contact us at the email
address below.
 
Thank you.
 
Yours sincerely,
 
Sheffield City Council
PO Box 1283
Sheffield, S1 1UJ
Email: [1][Sheffield City Council request email]
P Please don't print this e-mail unless you really need to
 
_____________________________________________
From: Baptiste GC [[2]mailto:[FOI #551335 email]]
Sent: 13 February 2019 22:05
To: FOI
Subject: Re: Re – Freedom of Information Request – Reference – FOI / 1951
 
 
Dear FOI,
 
Please not my full name is Baptiste Guittet.
 
Yours sincerely,
 
Baptiste
 

show quoted sections

FOI, Sheffield City Council

 
Dear Baptiste Guittet,
 
Thank you for your request for information relating to Customer
Relationship Management systems which we received on 08/02/19.
 
Please find below, Sheffield City Council’s response to your request:
 
Q1. What is the full official name of the Authority?
Sheffield City Council
 
Q2. How large is the Authority in terms of population?
Q3. How large is the Authority in terms of geographical boundaries?
Q2 and Q3 are available on Sheffield City Council’s website via the
following link: [1]http://www.sheffield.gov.uk/. As this information is
accessible by other means it is exempt from disclosure under Section 21(1)
of the Freedom of Information Act 2000.
 
Q4. How many information systems / databases does the Authority use?
Number of Information Systems: 281
 
Q4a. How many of those are stand-alone (i.e. do not interact with any
other information system)?
Number stand-alone 229
The interpretation of a standalone is one with no automatic data
interfaces.
 
Caveats:

* We don’t monitor the creation of new access databases or excel
spreadsheets used as systems so that number will be significantly out
of date;
* There is now way to include bespoke websites that the client has
created unless we are asked to support them or hold the URL;
* SharePoint is only counted as 1 in these numbers;
* These numbers do not include any information systems created and
looked after directly by the council i.e. C-vision.

 
Q4c. Are the systems mainly centered around Residents or Properties?
Residents, although there are a few processes that are logged against the
property or street (highways, anti-social behaviour, etc).
 
Q5. What services are provided to Residents by the Authority (e.g. Taxi
Licensing, Waste, Education, Planning Applications, etc.)
Full list of services available via the following list:
[2]http://www.sheffield.gov.uk/utilities/a-z. As this information is
accessible by other means it is exempt from disclosure under Section 21(1)
of the Freedom of Information Act 2000.
 
Q6a. Does the Authority have an online portal for Residents?
Q6b. If it does, what is the uptake (as a percentage) across the
authority?
No
 
Q7. What percentage of services in Q4 are accessible to Residents online
using Single Sign On (SSO) on the portal?
N/A
 
Q8. What was the Authority’s annual spend for 2017-18?
Details of spend is available on Sheffield City Council’s website via the
following link: [3]http://www.sheffield.gov.uk/. This is available
through  our Statement of Accounts. As this information is accessible by
other means it is exempt from disclosure under Section 21(1) of the
Freedom of Information Act 2000.
 
Q9. What was the Authority’s annual spend for 2017-18 for software
licensing?
Approximately £600k.
 
Q10. What was the Authority’s annual spend for 2017-18 for payroll of
employees, agency staff, and contractors?
Details of spend is available on Sheffield City Council’s website via the
following link: [4]http://www.sheffield.gov.uk/. This is available
through  our Statement of Accounts. As this information is accessible by
other means it is exempt from disclosure under Section 21(1) of the
Freedom of Information Act 2000.
 
Q11. Does the Authority use a Customer Relationship Management (CRM)
System?
Yes
 
(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?
We have 2 different versions of CRM, the first for Housing went live 2009.
The second for other Corporate Services went live in 2011.
 
Q12b. How long did the implementation take?
2 years for version 6 (first implementation of housing) and roughly 1 year
for version 8 which included software integration.
 
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:

* Integration of different data sources into a single system, no single
database, needed to use common fields to match data.
* Training users to effectively use the solution
* Training users to develop and manage the system (basic tech skills
needed developing).
* Staff By-in or Participation of different departments within the
authority. Trying to encourage staff to share their information with
regards to building scripts. Giving staff confidence.
* Promoting Usage
* Funding and time pressures to deliver

 
Q13a. Has the implementation of a CRM ever been considered?
N/A
 
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?
N/A
 
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?
Residents, although there are a few processes that are logged against the
property or street (highways, anti-social behaviour, etc).
 
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)
N/A
 
If you have any queries about this response, please do not hesitate to
contact us.
 
If you are unhappy with the response you have received in relation to your
request, you are entitled to have this reviewed.  You can ask for an
internal review by either writing to the above address or by emailing
[5][Sheffield City Council request email].  Internal review requests should be submitted
within 40 working days from the date of this response.
 
If you remain dissatisfied with the outcome of your internal review, you
can contact the Information Commissioners Office. The Information
Commissioner can be contacted at: The Information Commissioner's Office,
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, telephone 0303
123 1113, or for further details see their website [6]www.ico.org.uk
 
Kind Regards,
 
Sheffield City Council
PO Box 1283
Sheffield, S1 1UJ
Email: [7][Sheffield City Council request email]
P Please don't print this e-mail unless you really need to
 
_____________________________________________
From: Baptiste GC [[8]mailto:[FOI #551335 email]]
Sent: 13 February 2019 22:05
To: FOI
Subject: Re: Re – Freedom of Information Request – Reference – FOI / 1951
 
 
Dear FOI,
 
Please not my full name is Baptiste Guittet.
 
Yours sincerely,
 
Baptiste
 

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