We don't know whether the most recent response to this request contains information or not – if you are Baptiste GC please sign in and let everyone know.

Customer Relationship Management

We're waiting for Baptiste GC to read a recent response and update the status.

Dear North 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

customerservice, North Lincolnshire Council

1 Attachment

  • Attachment

    OfstedEmailBanner2 137508f7 629b 4b5a 85ca 361003867007.jpg

    95K Download

Thank you for emailing Customer Service. We have forwarded your enquiry to
the relevant department and will deal with it as soon as possible.

Please do not reply to this email as it is an automated email and we will
not be able to respond.

Yours sincerely,
Customer Service
North Lincolnshire Council

This e-mail expresses the opinion of the author and is not necessarily the view of the Council. Please be aware that anything included in an e-mail may have to be disclosed under the Freedom of Information Act and cannot be regarded as confidential. This communication is intended for the addressee(s) only. Please notify the sender if received in error. All Email is monitored and recorded.
Please think before you print- North Lincolnshire Council greening the workplace.

InfoRequest, North Lincolnshire Council

2 Attachments

[Subject only] Fw: Freedom of Information request form - (INF106623862)

show quoted sections

InformationGovernanceTeam, North Lincolnshire Council

2 Attachments

  • Attachment

    OfstedEmailBanner2 137508f7 629b 4b5a 85ca 361003867007.jpg

    95K Download

  • Attachment

    Information Disclosure INF 0106623862.pdf

    198K Download View as HTML

Dear GC Baptiste,

 

Thank you for your recent Freedom of Information request to North
Lincolnshire Council, reference number INF 106623862.  Please find our
Information Disclosure letter attached and if I can be of any more
assistance with regard to this request please let me know.

 

Kind Regards
 

Charlotte Spencer

Information Governance Officer

 

( 01724 297000

* North Lincolnshire Council, Hewson House, Station Road, Brigg, DN20 8XB

 

 

 

 

This e-mail expresses the opinion of the author and is not necessarily the view of the Council. Please be aware that anything included in an e-mail may have to be disclosed under the Freedom of Information Act and cannot be regarded as confidential. This communication is intended for the addressee(s) only. Please notify the sender if received in error. All Email is monitored and recorded.
Please think before you print- North Lincolnshire Council greening the workplace.

We don't know whether the most recent response to this request contains information or not – if you are Baptiste GC please sign in and let everyone know.