Customer Relationship Management

Baptiste GC made this Freedom of Information request to Broxbourne Borough 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 successful.

Dear Broxbourne 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)?
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?
Q7b. What is the uptake by residents as a percentage within 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 ad 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. Is the CRM centred 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

Broxbourne Borough Council

FREEDOM OF INFORMATION ACT 2000 - INFORMATION REQUEST

Thank you for your request for information. We are dealing with it under
the terms of the
Freedom of Information Act 2000.

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we will let you
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You will receive the information requested within 20 working days unless
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does not hold the information or there is a reason for it to be withheld.
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Please
remember to quote the reference number above in any future communications.

If you are unhappy with the service you receive in relation to your
request and wish to
make a complaint or request a review of our decision, you should write to
the
Communications section, Broxbourne Borough Council, Bishops’ College,
Churchgate
Cheshunt, EN8 9XQ.

If your complaint is not resolved to your complete satisfaction, you have
the right to
apply to the Information Commissioner for a decision.  Further information
about your
rights is available from the Information Commissioner at: Information
Commissioner's
Office Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF; Telephone:
0303 123
1113 or 01625 54 57 45; Website [1]www.ico.org.uk.

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Freedom of Information, Broxbourne Borough Council

Dear Baptiste GC,

FREEDOM OF INFORMATION ACT 2000 - INFORMATION REQUEST

Thank you for your request for information, our reference FOI 5958. Your request was received on 8/2/2019 and I am dealing with it under the terms of the Freedom of Information Act 2000.

You will receive the information requested within 20 working days unless the Council does not hold the information or there is a reason for it to be withheld. I will write to you in any event.
If you have any queries or concerns, please do not hesitate to contact me. Please remember to quote the reference number above in any future communications.

If you are unhappy with the service you receive in relation to your request and wish to make a complaint or request a review of our decision, you should write to the Communications section, Broxbourne Borough Council, Bishops’ College, Churchgate Cheshunt, EN8 9XQ.
If your complaint is not resolved to your complete satisfaction, you have the right to apply to the Information Commissioner for a decision. Further information about your rights is available from the Information Commissioner at: Information Commissioner's Office Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF; Telephone: 0303 123 1113 or 01625 54 57 45; Website www.ico.org.uk.
Yours sincerely

Millie Hoffman
Community Safety and Communications/FOI Officer | Broxbourne Borough Council
Bishops’ College | Churchgate | Cheshunt | EN8 9XQ

Tel: 01992 785555 ext.5872 | Web: www.broxbourne.gov.uk | Twitter: @BroxbourneBC | Facebook: @ThisisBroxbourne

Sign up to receive emails about Council services
and events at www.broxbourne.gov.uk/emailalerts

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Freedom of Information, Broxbourne Borough Council

1 Attachment

Dear Baptiste GC,
Thank you for your request for information, our reference 5958, received on 8/2/2019.
Your request has now been considered and the information can be found below.

Q1. What is the full official name of the Authority? Broxbourne Borough Council
Q2. How large is the Authority in terms of population? 98,000 (2018)
Q3. How large is the Authority in terms of geographical boundaries? The Borough's area is 5127 hectares, with a perimeter 38.95 km.
Q4. How many information systems / databases does the Authority use? Question too broad to be specific, the Council believes that "information systems" could mean various things. Almost every IT system will utilise a database of some kind.
Q4a. How many of those are stand-alone (i.e. do not interact with any other information system)? None.
Q4b. How many of those interact with at least one other system (e.g. using API calls)? Information not recorded.
Q5. What services are provided to Residents by the Authority (e.g. Taxi Licensing, Waste, Education, Planning Applications, etc.) Please see the attached document.
Q6a. Does the Authority have an online portal for Residents? Yes.
Q7b. What is the uptake by residents as a percentage within the authority? The Council is not sure what is being asked in question 7b. Please clarify this further.
Q7. What percentage of services in Q4 are accessible to Residents online using Single Sign On (SSO) on the portal? Information not available.
Q8. What was the Authority's annual spend for 2017-18? £ 69,928,703
Q9. What was the Authority's annual spend for 2017-18 for software licensing? £77,250
Q10. What was the Authority's annual spend for 2017-18 for payroll of employees, agency staff, and contractors? Employees £14,532,956
Contractors £480,815 Agency
Q11. Does the Authority use a Customer Relationship Management (CRM) System? No
(if Yes answer Q12 ad Q14, if No answer Q13)
Q13. If the Authority does not have a CRM system:
Q13a. Has the implementation of a CRM ever been considered? No
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. Is the CRM centred 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)

If you have any queries or concerns, please do not hesitate to contact me. Please remember to quote the reference number above in any future communications.

If you are unhappy with the service you have received in relation to your request and wish to make a complaint or request an internal review of our decision, you should write to the Communications section, Broxbourne Borough Council, Bishops' College, Churchgate, Cheshunt, EN8 9XQ.
If your complaint is not resolved to your complete satisfaction, you have the right to apply to the Information Commissioner for a decision. Further information about your rights is available from the Information Commissioner at: Information Commissioner's Office Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF; Telephone: 0303 123 1113 or 01625 54 57 45; Website www.ico.org.uk
Yours sincerely

Millie Hoffman
Community Safety and Communications/FOI Officer | Broxbourne Borough Council
Bishops' College | Churchgate | Cheshunt | EN8 9XQ

Tel: 01992 785555 ext.5872 | Web: www.broxbourne.gov.uk | Twitter: @BroxbourneBC | Facebook: @ThisisBroxbourne

Sign up to receive emails about Council services
and events at www.broxbourne.gov.uk/emailalerts

show quoted sections