Customer Relationship Management

The request was successful.

Dear Wandsworth 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

Freedom Of Information,

Request for Information - 2019/0672 - Customer Relationship Management

Thank you for your request for information received on 11/02/2019.

This will be processed in accordance with the appropriate access to
information regime.

Regards

FOI and DPA Officer
[1][email address]

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Freedom Of Information,

Wandsworth Request for Information - 2019/0672 - Customer Relationship
Management

 

I refer to your request for information received on 08/02/2019. Please
accept our apologies for the delay. Please see the information below in
response to your request: -

 

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

Wandsworth Borough Council.

 

Q2. How large is the Authority in terms of population?

This information can be found at the following link:
[1]https://iao.blob.core.windows.net/public....

 

Q3. How large is the Authority in terms of geographical boundaries?

13.25 square miles.

 

Q4. How many information systems / databases does the Authority use?

Approximately 250.

 

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

Approximately 200.

 

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

Approximately 50.

 

Q4c. Are the systems mainly centered around Residents or Properties?

This depends on the system.

 

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?

32%.

 

Q7. What percentage of services in Q4 are accessible to Residents online
using Single Sign On (SSO) on the portal?

10%.

 

Q8. What was the Authority’s annual spend for 2017-18?

£1,017,561,000 as per the Council's Statement of Accounts 2017-18.

 

Q9. What was the Authority’s annual spend for 2017-18 for software
licensing?

£1,000,000 approximately.

 

Q10. What was the Authority’s annual spend for 2017-18 for payroll of
employees, agency staff, and contractors?

                                                                                   
            2017/18 Total Spend

Employees £              246,304,404
Agency £                 22,661,535
Contractors £                   2,007,377

 

 

Q11. Does the Authority use a Customer Relationship Management (CRM)
System?

(if Yes answer Q12 and Q14, if No answer Q13)

No.

 

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? Yes.

 

Q13b. If Yes to Q13a., what were the reasons for not proceeding? (See "CRM
Challenges" below, please state all that apply)

We are proceeding with the implementation of a CRM.

 

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?

As above (4c).

 

I hope this information meets your needs. If you do not understand the
information provided or wish to discuss anything further, please feel free
to contact me and I, or another member of the team will be able to assist
you.

 

Please note, all material provided by Wandsworth Council in response to
your request for information is for your personal, non-commercial use.
Wandsworth Council reserves all rights in the copyright of the information
provided. Any unauthorised copying or adaptation of the information
without express written confirmation from Wandsworth Council may
constitute an infringement of copyright. Any intention to re-use this
information commercially may require consent. Please forward any requests
for re-use of information to the FOI officer.

 

If you are dissatisfied with the information provided in relation to your
request you may make representations to the Chief Executive. 
Correspondence should be addressed to: 

 

Room 149, Wandsworth Town Hall, Wandsworth High Street, London, SW18 2PU

 

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.  The Information Commissioner can be contacted at: 

 

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF

 

 

Regards

 

 

Liam Cooper
FOI & DPA Officer
Serving Richmond and Wandsworth Council

020 8871 8800
+ [2][email address]

[3]www.richmond.gov.uk / [4]www.wandsworth.gov.uk

 

From: Baptiste GC <[FOI #551398 email]>
Sent: 08 February 2019 16:46
To: Freedom Of Information <[email address]>
Subject: Freedom of Information request - Customer Relationship Management

 

Dear Wandsworth 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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References

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