Dear Medway 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, Medway Council

Good morning,

Under the Freedom of Information Act 2000, please can you provide me with your full name,

Once this has been provided will proceed with your request

Kind regards

Kayleigh Williams
Information Governance Apprentice
Medway Council and Gravesham Borough Council
Gun Wharf
Dock Road
Chatham
ME4 4TR
www.medway.gov.uk
[Medway Council request email]
01634 332044

This Email, and any attachments, may contain Protected or Restricted information and is intended solely for the individual to whom it is addressed.  It may contains sensitive or protectively marked material and should be handled accordingly.Nothing in this email message amounts to a contractual or other legal commitment on the part of Medway Council and Gravesham Borough Council. If this Email has been misdirected, please notify the author immediately. If you are not the intended recipient you must not disclose, distribute, copy, print or rely on any of the information contained in it or attached, and all copies must be deleted immediately.Whilst we take reasonable steps to try to identify any software viruses, any attachments to this Email may nevertheless contain viruses which our anti-virus software has failed to identify. You should therefore carry out your own anti-virus checks before opening any documents. Medway Council and Gravesham Borough Council will not accept any liability for damage caused by computer viruses emanating from any attachment or other document supplied with this e-mail. All Medway Council and Gravesham Borough Council and PSN traffic may be subject to recording and / or monitoring in accordance with relevant legislation.

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Dear Kayleigh,

My full name is Baptiste Guittet

Yours sincerely,

Baptiste

freedom, Medway Council

Dear Baptiste,

Thank you for contacting Medway Council. This response is to acknowledge your email has been received. If this is an initial request for information under the Freedom of Information Act 2000 or Environmental Information Regulations 2004, you can expect to receive a response within 20 working days.

If your email relates to a current request for information, your email will be forwarded to the relevant case officer.
Should your email be because you are dissatisfied with the way we have processed your request the Council has an internal review process and your email will be forwarded to the Information Governance Team for review, you should receive a response within 20 working days.
If you remain dissatisfied you have the right to appeal to the Information Commissioners' Office (ICO) www.ico.org.uk/concerns

Thank you

Kind regards

Kayleigh Williams
Information Governance Apprentice
Medway Council and Gravesham Borough Council
Gun Wharf
Dock Road
Chatham
ME4 4TR
www.medway.gov.uk
[Medway Council request email]
01634 332044

This Email, and any attachments, may contain Protected or Restricted information and is intended solely for the individual to whom it is addressed.  It may contains sensitive or protectively marked material and should be handled accordingly.Nothing in this email message amounts to a contractual or other legal commitment on the part of Medway Council and Gravesham Borough Council. If this Email has been misdirected, please notify the author immediately. If you are not the intended recipient you must not disclose, distribute, copy, print or rely on any of the information contained in it or attached, and all copies must be deleted immediately.Whilst we take reasonable steps to try to identify any software viruses, any attachments to this Email may nevertheless contain viruses which our anti-virus software has failed to identify. You should therefore carry out your own anti-virus checks before opening any documents. Medway Council and Gravesham Borough Council will not accept any liability for damage caused by computer viruses emanating from any attachment or other document supplied with this e-mail. All Medway Council and Gravesham Borough Council and PSN traffic may be subject to recording and / or monitoring in accordance with relevant legislation.

Our Ref: DocumentOwner\MFOI007798\DocumentRef

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freedom, Medway Council

2 Attachments

Good morning Baptiste GC

 

Please find attached Medway Council’s response to your Freedom of
Information request

 

Kind regards

 

Lynne Bush

Information Governance Officer (FOI, EIR & SAR)

Medway Council

Gun Wharf

Dock Road

Chatham ME4 4TR

01634 332066

[1][Medway Council request email]

 

Please note I am in the office Monday, Tuesday, Wednesday, I work from
home on Thursday, I do not work Friday.

 

This Email, and any attachments, may contain Protected or Restricted
information and is intended solely for the individual to whom it is
addressed.  It may contain sensitive or protectively marked material and
should be handled accordingly.
Nothing in this email message amounts to a contractual or other legal
commitment on the part of Medway Council and Gravesham Borough Council. If
this Email has been misdirected, please notify the author immediately. If
you are not the intended recipient you must not disclose, distribute,
copy, print or rely on any of the information contained in it or attached,
and all copies must be deleted immediately.
Whilst we take reasonable steps to try to identify any software viruses,
any attachments to this Email may nevertheless contain viruses which our
anti-virus software has failed to identify. You should therefore carry out
your own anti-virus checks before opening any documents. Medway Council
and Gravesham Borough Council will not accept any liability for damage
caused by computer viruses emanating from any attachment or other document
supplied with this e-mail. All Medway Council and Gravesham Borough
Council and PSN traffic may be subject to recording and / or monitoring in
accordance with relevant legislation.

 

This transmission is intended for the named addressee (s) only and may
contain sensitive or protectively marked material up to RESTRICTED and
should be handled accordingly. Unless you are the named addressee (or
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disclose it to anyone else. If you have received this transmission in
error please notify the sender immediately.

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