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Customer Relationship Management

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Dear Middlesbrough 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

foi, Middlesbrough Council

1 Attachment

 

[1]cid:image001.png@01D4A803.108050C0

Dear Sir/Madam

 

REF NO:014126

 

Thank you for your recent enquiry, received on 19^th February 2019, in
relation to Customer Relationship Management.  I can confirm that your
enquiry is receiving attention and a response will be provided within 20
working days following receipt of your enquiry as allowed under the
Freedom of Information Act legislation.

 

In some circumstances a fee may be payable and if that is the case, I will
let you know the likely charges before proceeding.

 

Please do not hesitate to contact me direct on (01642) 729696/729698 or
email [Middlesbrough Council request email] should you require any further advice or
assistance with this or any other matter.

 

 

Yours sincerely

Janette Anderson

Information Request Officer

Strategy, Information and Governance

P.O. Box 500
Civic Centre
Middlesbrough
TS1 9FT

Email:   [2][Middlesbrough Council request email]
 

 

All intellectual property rights are reserved.  Trademarks, brand names,
company names, and logos are the property of Middlesbrough Council, or of
their respective owners.  Reproduction, alterations, modification,
distribution, or re-publication in any format, without prior written
permission from the property owner is forbidden.

 

The Council's copyright and other intellectual property rights are
protected by UK laws and by international treaties.

 

show quoted sections

References

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2. mailto:[Middlesbrough Council request email]

foi, Middlesbrough Council

 

Dear Baptiste GC

REF NO: 014126  

 

I am writing to confirm that Middlesbrough Council has now completed its
search for the information you requested on 19^th February 2019. Please
accept my sincere apology for the delay in responding to your request. 

 

In your request you asked for the following information:

 

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

 

Response:  Middlesbrough Council

 

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

 

Response:
[1]https://www.middlesbrough.gov.uk/open-da...

 

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

 

Response:
[2]https://www.middlesbrough.gov.uk/open-da...

 

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

 

Response: 113 / 418 DB’s

 

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

 

Response: 80

 

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

 

Response: I can advise you that the Council does hold the requested
information. 

 

Section 12 of the Freedom of Information  Act allows public authorities to
refuse to answer requests for information if the cost of complying would
exceed the "appropriate limit" prescribed in the Regulations. The
appropriate limit as set out in the Act is £450 (an hourly rate of £25 per
person per hour for a maximum of 18 hours in total).
To fully comply with your request we have estimated it would breach the
appropriate fees limit of £450. The Council feels that at this time we do
not have the resources to carry out the above search for a fee and
therefore we must partially refuse your request.

 

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

 

Response: Please see above response provided for Q4b.

 

Q5. What services are provided to Residents by the Authority (e.g. Taxi
Licensing, Waste, Education, Planning Applications, etc.)

 

Response: https://www.middlesbrough.gov.uk/

 

Q6a. Does the Authority have an online portal for Residents?

 

Response:
[3]https://my.middlesbrough.gov.uk/authapi/...

 

Q6b. If it does, what is the uptake (as a percentage) across the
authority?

 

Response: Please see above response provided for Q4b.

 

Q6c. What is the uptake by residents as a percentage within the authority?

 

Response: Please see above response provided for Q4b.

 

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

 

Response: Please see above response provided for Q4b.

 

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

 

Response:
https://www.middlesbrough.gov.uk/open-da...

 

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

 

Response: Please see above response provided for Q4b.

 

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

 

Response: Please see above response provided for Q4b.

 

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

 

Response: Yes

 

(if Yes answer Q12, if No answer Q13)

 

Q12. If the Authority has a CRM system:

Q12a. When did the CRM system go Live?

 

Response: 2016

 

Q12b. How long did the implementation take?

 

Response: 6 Months

 

Q12c. What were the main obstacles encountered to the implementation? (See
"CRM Challenges" below, please state all that apply)

 

Response: Please see above response provided for Q4b.

 

Q13. If the Authority does not have a CRM system:

Q13a. Has the implementation of a CRM ever been considered?

 

Response: N/A

 

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

 

Response: N/A

 

Q13c. Has the implementation of a CRM ever been planned or undertaken, but
subsequently abandoned?

 

Response: N/A

 

Q13d. If Yes to Q13c., what were the reasons for the failure of the
project? (See "CRM Challenges" below, please state all that apply)

 

Response: N/A

 

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

 

Response: Please see above response provided for Q4b.

 

If you have any queries about this response, please do not hesitate to
contact me direct on (01642) 729696/729698 or email
[4][Middlesbrough Council request email]. Please remember to quote the reference number
shown above in any future communications.

If you are unhappy with the way your request has been handled you may ask
for an internal review within 40 days of receipt of the response. You
should write to:-

Ann-Marie Johnstone

Governance & Information Manager

P.O. Box 500,

Civic Centre,

Middlesbrough.

TS1 9FT

 

If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for an
independent review. The Information Commissioner can be contacted at: -

 

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

Yours sincerely

 

Steph Robson

Information Requests Coordinator

 

Finance, Governance and Support

Strategy, Information and Governance

Middlesbrough Council

P.O. Box 500
Civic Centre
Middlesbrough
TS1 9FT

Email:   [5][Middlesbrough Council request email]

All intellectual property rights are reserved. Trademarks, brand names,
company names, and logos are the property of Middlesbrough Council, or of
their respective owners. Reproduction, alterations, modification,
distribution, or re-publication in any format, without prior written
permission from the property owner is forbidden.

 

The Council's copyright and other intellectual property rights are
protected by UK laws and by international treaties.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

show quoted sections

References

Visible links
1. https://www.middlesbrough.gov.uk/open-da...
2. https://www.middlesbrough.gov.uk/open-da...
3. https://my.middlesbrough.gov.uk/authapi/...
4. mailto:[Middlesbrough Council request email]
5. mailto:[Middlesbrough Council request email]

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