Dear North East Lincolnshire 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 (NELC), North East Lincolnshire Council

Dear Sir / Madam

I am pleased to acknowledge your request for information, which has been
allocated the reference number NELC/12540/1819.

Your request has been passed to the relevant department for processing and
you can expect your response within the 20 working day limit. If it will
take us longer than 20 working days to respond to you, we will inform you
of this and provide you with the expected date for receiving a response.

Further information about how we will deal with your Freedom of
Information requests is available on our website at:

[1]https://www.nelincs.gov.uk/council-infor....

Please feel free to contact me if you require any further information or
assistance quoting the reference number above.

Yours sincerely,

North East Lincolnshire Council

 

 

 

        

 

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Freedom Of Information (NELC), North East Lincolnshire Council

Dear Sir or Madam

 

Thank you for your information request, reference number 12540_1819. I
wish to confirm that North East Lincolnshire Council holds the following
information.

 

Q1. What is the full official name of the Authority? North East
Lincolnshire Council

 

Q2. How large is the Authority in terms of population?  159,826

 

Q3. How large is the Authority in terms of geographical boundaries? Area:
202.8 sq km or 78.32 sq miles

 

Q4. How many information systems / databases does the Authority use?
250-300

 

Q4a. How many of those are stand-alone (i.e. do not interact with any
other information system)?  Standalone 20%

 

Q4b. How many of those interact with at least one other system (e.g. using
API calls)? Interact 80%

 

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

 

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

Full council services can be found on the website: [1]www.nelincs.gov.uk

 

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?

Figures can be provided for cases raised through the CRM for the period
1/4/2018 to date: total cases 50973 - of which 26765 (52.51%) via phone
channel and 24208 (47.49%) through Self Service

 

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

For the period 1/4/2018 to date 47.49% of all cases raised through the CRM
were via Self Service

 

Q7. What percentage of services in Q4 are accessible to Residents online
using Single Sign On (SSO) on the portal? There are around 200 forms
available through the Self Service Portal for a range of services. No
mapping has been done to date regarding service coverage in the way
requested.

 

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

Detail held in the below published link:

[2]https://assets.publishing.service.gov.uk...

 

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

Please see below:

 

   
  Total
Computer S/Ware - Licences 555,148.52
Grand Total 555,148.52

 

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

 

Detail held in the below published link are for expenditure in relation to
employee costs and the table below is the cost of agency staff.

[3]https://assets.publishing.service.gov.uk...

 

  Accounting Year
  2017
Agency Staff 1,070,681.22
Grand Total 1,070,681.22

 

 

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

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

 

Q12. If the Authority has a CRM system:

Q12a. When did the CRM system go Live?  April 2017

 

Q12b. How long did the implementation take? 3 months

 

Q12c. What were the main obstacles encountered to the implementation? (See
"CRM Challenges" below, please state all that apply) Integration of
different data sources into a single system, Integration with existing
back-office applications, Promoting Usage​

 

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)

In response to questions 13 – 13d: Not applicable.

 

Q14. Are the IT systems centred primarily around Residents or Properties?

Residents

 

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)

 

If you believe that your request for information has not been handled in
accordance with the Freedom of Information Act, you have the right to
request an internal review by the Council. Please be clear about which
elements of the Council’s response or handling of the request you are
unhappy with, and would like the Council to address during the internal
review process.  If following this you are still dissatisfied you may
contact the Office of the Information Commissioner. If you wish to request
an internal review, please contact me and I will make the necessary
arrangements.

 

Yours sincerely on behalf of North East Lincolnshire Council

 

Feedback Officer

 

 

 

 

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