Customer Relationship Management
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
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
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)
Re-use of information
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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
content which is adapted should include a source accreditation to Peterborough City
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
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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