Dear Peterborough 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

FOI Team, Peterborough City Council

Dear Baptiste GC 
This is a courtesy email to let you know your Public Information
Request has been received on : 20/02/2019. 
Your unique reference number is "CRN1902649002 ". Please keep this
number safe, as you may be required to provide it in the future. 
Regards,
Customer Service Team

show quoted sections

"FOI Team" <foi@peterborough.gov.uk>, Peterborough City Council

FREEDOM OF INFORMATION REQUEST – CRN1902649002     

 

Dear Sir / Madam,

 

Your request for information, with reference number CRN1902649002 has now been considered and
the information requested is given below.

Information Request: 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)
 

        

Our Response:

Request and Response

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? 
 
Peterborough City Council

Q2. How large is the Authority in terms of population? 
 
196,640 at mid 2015

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

132.58 sq mi (343.38 km2 or 34,337.83 hectares)

Q4. How many information systems / databases does the Authority use? 
 
100 key/gold/silver applications – the majority with a database associated

Q4a. How many of those are stand-alone (i.e. do not interact with any other information
system)? 
 
Approximately 70%

Q4b. How many of those interact with at least one other system (e.g. using API calls)? 
 
Approximately 30%

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

Q5. What services are provided to Residents by the Authority (e.g. Taxi Licensing, Waste,
Education, Planning Applications, etc.) 
 
Education, Social Services, Planning, Trading Standards and Public Protection, Licensing,
Waste, Housing enforcement (not housing stock),  Streetworks and Highways, Libraries and
Leisure.

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?Approximately 1%

Q6c. What is the uptake by residents as a percentage within the authority?
 
Approximately 1%

Q7. What percentage of services in Q4 are accessible to Residents online using Single Sign On
(SSO) on the portal? 
 
Approximately 2%

Q8. What was the Authority’s annual spend for 2017-18? 
 
IT in 2017/18 -  £6.054m revenue; £3.6m capital 

Q9. What was the Authority’s annual spend for 2017-18 for software licensing?
 
£3.05m (note this is included in the £6.045m in Q8)
 
Q10. What was the Authority’s annual spend for 2017-18 for payroll of employees, agency staff,
and contractors? 
 
* PCC Employs can be found in the Statement of Accounts - [1]Note 15 page 42 of the 2017/18
accounts
 
* For agency staff, and contractors there are various audit committee reports presented
throughout the year which [2]can be found on the website.  The other place which holds detailed
information on Council expenditure in these areas can be found here for [3]payments to
suppliers over £500

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? 
 
January 2014 

Q12b. How long did the implementation take? 
 
Overall project ~ 1 year

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?

Both

CRM Challenges 
Integration of different data sources into a single system      No 
Training users to effectively use the solution                         No 
Participation of different departments within the authority     No 
Integration with existing back-office applications                   No 
Promoting Usage                                                                    No 
Funding                                                                                   No 
Other (please specify)
  

 

       

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You may re-use any documents supplied for your own use, including for non-commercial research
purposes. The documents may also be used for news reporting. However, any other type of re-use,
for example by publishing the documents or issuing copies to the public will require the
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until such a request for re-use has been made and agreed, subject to any appropriate
conditions. 

 

You may re-use any dataset included in this response (excluding logos) free of charge, in any
format or medium, under the terms of the Open Government Licence v2.0. To view this licence,
visit the [4]National Archives website or email [5][email address].  Where we
have identified any third-party copyright information, you will need to obtain permission from
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adaptation should include a source accreditation to Peterborough City Council: Source:
Peterborough City Council licensed under the Open Government Licence v.2.0.  Users reproducing
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Council: Adapted from data from Peterborough City Council licensed under the Open Government
Licence v.2.0.

 

If you have any queries or concerns then please do not hesitate to contact me.

 

If you are dissatisfied with the handling of your request please contact the Information
Specialist, Peterborough City Council, Town Hall, Bridge Street, Peterborough, PE1 1HG;
Telephone: 01733 452533, e-mail: [6][Peterborough City Council request email]

 

You can also complain to the Information Commissioner at:

            The Information Commissioner's Office

            Wycliffe House, Water lane

            Wilmslow, Cheshire

            SK9 5AF

            Tel: 01625 545700

[7]http://www.ico.org.uk/

 

Yours faithfully

 

Tracey Wright

Information Specialist

Peterborough City Council

Town Hall

Peterborough

PE1 1HG

 

foi[8]@peterborough.gov.uk

Telephone 01733 452533

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