Dear Leicester 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?
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

info-requests, Leicester City Council

Website:                        [1]www.leicester.gov.uk

E-mail:                            [2][Leicester City Council request email]   

Our Ref:                          FOI 17809

Date:                               20/02/19

 

Baptiste GC

[3][FOI #553839 email]  

 

Dear Baptiste GC,

 

FREEDOM OF INFORMATION ACT 2000

 

Thank you for your email of 19^th February 2019 requesting information
about customer relationship management.

 

Your request is being dealt with under the terms of the Freedom of
Information Act 2000 and will be answered within twenty working days. 

 

If you have any queries about this request do not hesitate to contact me.
Please remember to quote the reference number above in any future
communications.

 

Yours sincerely,

 

Baljeet Kaur

Information Governance Apprentice

Information Governance and Risk

Legal Services

4^th Floor, Rutland Wing

City Hall

115 Charles Street

LE1 1FZ

References

Visible links
1. http://www.leicester.gov.uk/
2. mailto:[Leicester City Council request email]
3. mailto:[FOI #553839 email]

info-requests, Leicester City Council

Dear Baptiste GC

 

Thank you for your email of 19 February 2019 requesting information about
Customer Relationship Management 

 

From our preliminary assessment, it is clear that we will not be able to
answer your request without further clarification. 

 

Please can you clarify Q10, is it the total Leicester City Council paybill
or the paybill for Payroll employees?

 

Once you have clarified your request, we will be able to reconsider your
request.  If this clarification is not received within one month your
request will be considered to have lapsed.  Under section 1(3) of the
Freedom of Information Act (FOIA), a public authority need not comply with
a request unless any further information reasonably required to locate the
information is supplied.

 

Please remember to quote the reference number above in any future
communications.

 

Yours sincerely

 

Information Governance & Risk Team

Leicester City Council

 

Good morning,

Q10 refers to the full paybill (so employees, agency workers, and contractors directly contracted by the council). Where there are employees employed by a third-party sub-contractor (Amey, Capita, etc.), these do not need to be included.

Yours sincerely,

Baptiste

info-requests, Leicester City Council

Good morning Baptiste

 

Thank you for your clarification for Q10.

 

We have started compiling the answers to your request, however we have a
further query.

 

Can you please clarify Qs 6c. “What is the uptake by residents as a
percentage within the authority?”

 

What does take up refer to?

 

Once we get this clarification, we will process your request as soon as
possible.

 

Regards

Information Governance & Risk Team

 

From: Baptiste GC <[FOI #553839 email]>
Sent: 01 March 2019 09:30
To: info-requests <[Leicester City Council request email]>
Subject: Re: FOIA 17809 - Request for ClarificationQ1Q

 

Good morning,

Q10 refers to the full paybill (so employees, agency workers, and
contractors directly contracted by the council). Where there are employees
employed by a third-party sub-contractor (Amey, Capita, etc.), these do
not need to be included.

Yours sincerely,

Baptiste

show quoted sections

Good morning,

The uptake refers to the percentage of residents who are signed up to the council's online portal.

Yours sincerely,

Baptiste

info-requests, Leicester City Council

1 Attachment

Dear Baptiste GC

 

Please find attached Leicester City Council’s response to your recent
Freedom of Information request.

 

Regards

 

Information Governance & Risk Team

Email: [1][Leicester City Council request email]

 

References

Visible links
1. mailto:[Leicester City Council request email]

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