Dear East Riding of Yorkshire 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?
Q6c. 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, 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, East Riding of Yorkshire Council

1 Attachment

Good morning,

Thank you for your email requesting access to information.  I would be
grateful if you could provide your name as required under the Act to
enable your request to be processed. I have attached a link for your
convenience.

[1]https://ico.org.uk/your-data-matters/off...

Regards,

Freedom of Information
Web:  [2]www.eastriding.gov.uk
Twitter:   [3]www.twitter.com/East_Riding
Facebook:   [4]www.facebook.com/eastridingcouncil

From:        "Baptiste GC" <[FOI #553830 email]>
To:        "FOI requests at East Riding of Yorkshire Council"
<[East Riding of Yorkshire Council request email]>
Date:        19/02/2019 22:31
Subject:        Freedom of Information request - Customer Relationship
Management

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

Dear East Riding of Yorkshire 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?
Q6c. 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, 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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show quoted sections

Dear Freedom of Information,

My full name is Baptiste Guittet.

Yours sincerely,

Baptiste

Freedom of Information, East Riding of Yorkshire Council

1 Attachment

Dear Mr Guittet

Further to your recent request for access to information, please see the
attached letter.
Kind Regards,
Freedom of Information

show quoted sections

Freedom of Information, East Riding of Yorkshire Council

1 Attachment

Dear Mr Guittet

Further to your recent request for access to information within the
Freedom of Information Act, please see the attached letter.

Kind regards,

Freedom of Information

show quoted sections