Customer Relationship Management

Baptiste GC made this Freedom of Information request to Harrow Borough Council

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The request was successful.

Dear Harrow 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

Harrow Borough Council

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Dear Sir/Madam
 
Thank you for your email.
 
In order for me to process this as a Freedom of Information request, you
need to provide your full name.
 
Once this has been received, I will log and process the request as usual.
 
Kind regards
 
Marian Stephens
Senior Business Support Officer - FOI/DPA
Access Harrow
========================
 
 
 
Dear Harrow 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

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Privacy Notice
We take your privacy seriously and want you to understand the choice and
control you have over the personal data we hold about you. To find out
more, please
view our Privacy Notice at http://www.harrow.gov.uk/privacy

Dear Marian,

My name is Baptiste Guittet.

Yours faithfully,

Baptiste GC

Marian Stephens, Harrow Borough Council

Information request
Our reference: 4649727

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

Dear Mr. Guittet
 
Thank you for your information request. We will forward it to the
relevant department who will contact you shortly.
 
Information Management Team
Harrow Council
Civic Centre, Civic 1
3rd Floor, West Wing
Station Road
Harrow
HA1 2XF
[Harrow Borough Council request email]
 
 
  
Privacy Notice
We take your privacy seriously and want you to understand the choice and
control you have over the personal data we hold about you. To find out
more, please
view our Privacy Notice at http://www.harrow.gov.uk/privacy

Marian Stephens, Harrow Borough Council

Information request
Our reference: 4649727

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

Dear Mr. Guittet
 
Freedom of Information Act 2000
 
Thank you for your request for information that was received on 13
February 2019.
 
We are dealing with your request under the Freedom of Information Act 2000
and we aim to send a response by 13 March 2019 (which is 20 working days
beginning on the first working day after the date we received your
request).
 
In some cases, a fee may be payable.  If we decide a fee is payable, we
will send you a fee notice and we will require you to pay the fee before
proceeding with your request.
 
The Freedom of Information Act 2000 may restrict the release of some or
all of the information you have requested.  We will carry out an
assessment and if any exemptions apply to some or all of the information
then we might not provide that information to you.  We will inform you if
this is the case and advise you of your rights to request an internal
review and to complain to the Information Commissioner's Office.
 
We will also advise you if we cannot provide you with the information
requested for any other reason together with the reason(s) why and details
of how you may appeal (if appropriate).
 
 
Kind regards
 
 
Marian Stephens
Senior Business Support Officer - FOI/DPA
Access Harrow
[email address]
 
 
  
Privacy Notice
We take your privacy seriously and want you to understand the choice and
control you have over the personal data we hold about you. To find out
more, please
view our Privacy Notice at http://www.harrow.gov.uk/privacy

Marian Stephens, Harrow Borough Council

2 Attachments

Information request
Our reference: 4649727

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

Dear Mr. Guittet
 
Thank you for your request for information received on 13 February 2019.
 
Please find attached our response to your request.
 
Kind regards
 
 
Marian Stephens
Senior Business Support Officer - FOI/DPA
Access Harrow
[email address]
 
 
  
Privacy Notice
We take your privacy seriously and want you to understand the choice and
control you have over the personal data we hold about you. To find out
more, please
view our Privacy Notice at http://www.harrow.gov.uk/privacy