Dear Portsmouth 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, Portsmouth City Council

1 Attachment

[1]logo_engInformation Governance  

Community & Communications  Services

Civic Offices, Guildhall Square, Portsmouth,
PO1 2AL

Telephone:    023 9268 8482

                                               

                                                                       

 

Reference: FOI2019/0279

 

Dear Baptiste GC

 

 

FREEDOM OF INFORMATION ACT 2000 - INFORMATION REQUEST ACKNOWLEDGEMENT

 

Thank you for your request for information received on 19^th February
2019.

 

Your request is being considered and, subject to the points made below,
you will receive the information requested as promptly as possible within
the statutory timescale of 20 working days as defined by the Freedom of
Information Act 2000.

 

If we need to obtain more information from you in order to understand what
information you require, we will contact you. If this is the case, the 20
days time limit will not commence until your request has been clarified.

 

The Act defines a number of exemptions that may prevent release of certain
information.  The City Council will consider whether any of these
exemptions apply and, where required by the Act, whether it is in the
public interest to release the information.  If we have to make a public
interest test, the 20 day time limit might be extended. We will inform you
if the time scale has to be extended and if any information is withheld
and of your rights of appeal.

 

The City Council would like to make you aware that disclosure of
information obtained through FOIA is a disclosure into the public domain.

 

The City Council’s standard approach is to provide the information in the
form in which we hold it.  If you require alternative formats, e.g. audio,
large print, etc. or a different language, please let me know and we will
provide it if reasonably practicable to do so. If your request is a
question and we do not hold the answer in recorded form we will try and
provide an answer where we are able unless it requires the creation of new
information.

 

There may be a fee payable for this information request and we will send
you a Fees Notice if this is the case. Any fee must be paid before the
request is provided.  The time between the issue of the Fees Notice and
receipt of payment is excluded from the calculation of the 20 working day
time limit.

 

Any personal information you provide in relation to this request will only
be used for the purposes of processing your request for information.

 

If you have any queries or concerns then please contact the Corporate
Information Governance Officer at Portsmouth City Council, Civic Offices,
Guildhall Square, Portsmouth, Hampshire, PO1 2AL, telephone 023 9268 8482,
e-mail [2][email address].

 

Yours sincerely

 

 

Natasha King

Corporate Information Governance Officer

 

 

show quoted sections

FOI, Portsmouth City Council

2 Attachments

[1]logo_engInformation Governance, Community & Communications Service

Civic Offices, Guildhall Square, Portsmouth, PO1 2AL

Telephone:    023 9268 8482

 

 

Our Ref: FOI2019/0279

 

Dear Baptiste GC

                                   

INFORMATION REQUEST – FOI2019/0279 - Customer Relationship Management

 

Thank you for your request for information received on 19^th February
2019, which was considered under the Freedom of Information Act 2000. 

 

In accordance with the Act, Portsmouth City Council confirms it holds the
information in part.

 

YOUR REQUEST & OUR RESPONSE:

 

Q1. What is the full official name of the Authority? Portsmouth City
Council

 

Q2. How large is the Authority in terms of population? As of the 2011
Census: 205,400

 

Q3. How large is the Authority in terms of geographical boundaries? 15.54
sq mi (40.25 km2)

 

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?

 

The information requested for questions 4 is not held in a way that would
enable us to extract it electronically and would require a manual review
of our systems in order to attempt to collate a response. We are able to
confirm therefore that whilst Portsmouth City Council does hold the
information requested, we have estimated that the cost to locate, retrieve
and extract it would exceed the appropriate limit given in Section 12 of
the Freedom of Information Act (£450.00 or 18 hours of officer time).
Consequently the Council is not obliged to comply with your request and,
in accordance with Section 17 of the Act, this email acts as a refusal
notice.

We apologise that this aspect of your request will not be met but are
committed to advising and assisting you in refining your request to a
manageable level. We invite you to contact us should you wish to discuss
whether this may be achieved. We hope that you will appreciate the need
for us to engage the Section 12 exemption in this case.

 

Q5. What services are provided to Residents by the Authority (e.g. Taxi
Licensing, Waste, Education, Planning Applications, etc.) The services
offered by Portsmouth City Council are listed on our website here:
[2]https://www.portsmouth.gov.uk/home-b?utm...

Portsmouth City Council has engaged an FOI exemption in accordance with
section 21 of the Freedom of Information Act – information accessible by
other means.

 

Q6a. Does the Authority have an online portal for Residents? No, although
some services are available via the PCC website e.g. Apply for the housing
waiting list, Request a repairs to council property, Pay for parking or
garage space online, Pay rent online, Pay leasehold service charge online,
Apply for HMO licence.

 

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

 

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

 

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

 

Q8. What was the Authority’s annual spend for 2017-18?  Portsmouth City
Council's Spend can be found at the following link

[3]https://www.portsmouth.gov.uk/ext/docume...

 

Portsmouth City Council has engaged an FOI exemption in accordance with
section 21 of the Freedom of Information Act – information accessible by
other means.

 

Q9. What was the Authority’s annual spend for 2017-18 for software
licensing? The council uses a single account code for all software related
expenditure. To identify costs which are specifically license related
would require a manual analysis of thousands of transactions. We are able
to confirm therefore that whilst that Portsmouth City Council does hold
the information requested, we have estimated that the cost to locate,
retrieve and extract it will exceed the appropriate limit given in Section
12 of the Freedom of Information Act (£450.00 or 18 hours of officer
time). Consequently the Council is not obliged to comply with your request
and, in accordance with Section 17 of the Act, this email acts as a
refusal notice.

 

Q10. What was the Authority’s annual spend for 2017-18 for payroll of
employees, agency staff, and contractors? There isn't one specific code
for contractors and as such, we would be required to review every
individual transaction in the system to identify contractor related spend.
We are able to confirm therefore that whilst that Portsmouth City Council
does hold the information requested, we have estimated that the cost to
locate, retrieve and extract it will exceed the appropriate limit given in
Section 12 of the Freedom of Information Act (£450.00 or 18 hours of
officer time). Consequently the Council is not obliged to comply with your
request and, in accordance with Section 17 of the Act, this email acts as
a refusal notice.

The total spend on payroll for employees and agency staff for 17/18
totalled £93,181,266

 

Q11. Does the Authority use a Customer Relationship Management (CRM)
System? No

(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? Information
not held

 

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? 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) Q14.
Are the IT systems centred primarily around Residents or Properties? N/A

 

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) Information not held

 

Under the Re- Use of Public Sector Information Regulations 2015 (SI
2015/1415) the supplied information may not be re-used without obtaining
the permission of Portsmouth City Council.

 

We trust that our response fulfils your request, however, you have the
right to appeal against this decision or to complain about our treatment
of your request.  If you wish to do so, please set out in writing your
grounds of complaint and send to the Corporate Information Governance
Officer at Portsmouth City Council, Civic Offices, Guildhall Square,
Portsmouth, Hampshire, PO1 2AL, telephone 023 9268 8482, e-mail
[4][email address].

Should you be dissatisfied with the outcome of the complaints decision you
may wish to follow the Portsmouth City Council’s Compliments and
Complaints procedure which can be found on the Portsmouth City Council
website or by contacting the Civic Offices.

 

Once these processes have been exhausted you have a further right of
appeal to the Information Commissioner at:

 

Further information is also available from the Information Commissioner
at:

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Telephone: 0303 123 1113

[5]https://ico.org.uk

 

Yours sincerely

 

 

Natasha King

Corporate Information Governance Officer

 

From: FOI
Sent: 20 February 2019 14:07
To: 'Baptiste GC' <[6][FOI #553852 email]>
Cc: FOI <[7][Portsmouth City Council request email]>
Subject: FOI2019/0279 - Customer Relationship Management

 

[8]logo_engInformation Governance  

Community & Communications  Services

Civic Offices, Guildhall Square, Portsmouth,
PO1 2AL

Telephone:    023 9268 8482

                                               

                                                                       

 

Reference: FOI2019/0279

 

Dear Baptiste GC

 

 

FREEDOM OF INFORMATION ACT 2000 - INFORMATION REQUEST ACKNOWLEDGEMENT

 

Thank you for your request for information received on 19^th February
2019.

 

Your request is being considered and, subject to the points made below,
you will receive the information requested as promptly as possible within
the statutory timescale of 20 working days as defined by the Freedom of
Information Act 2000.

 

If we need to obtain more information from you in order to understand what
information you require, we will contact you. If this is the case, the 20
days time limit will not commence until your request has been clarified.

 

The Act defines a number of exemptions that may prevent release of certain
information.  The City Council will consider whether any of these
exemptions apply and, where required by the Act, whether it is in the
public interest to release the information.  If we have to make a public
interest test, the 20 day time limit might be extended. We will inform you
if the time scale has to be extended and if any information is withheld
and of your rights of appeal.

 

The City Council would like to make you aware that disclosure of
information obtained through FOIA is a disclosure into the public domain.

 

The City Council’s standard approach is to provide the information in the
form in which we hold it.  If you require alternative formats, e.g. audio,
large print, etc. or a different language, please let me know and we will
provide it if reasonably practicable to do so. If your request is a
question and we do not hold the answer in recorded form we will try and
provide an answer where we are able unless it requires the creation of new
information.

 

There may be a fee payable for this information request and we will send
you a Fees Notice if this is the case. Any fee must be paid before the
request is provided.  The time between the issue of the Fees Notice and
receipt of payment is excluded from the calculation of the 20 working day
time limit.

 

Any personal information you provide in relation to this request will only
be used for the purposes of processing your request for information.

 

If you have any queries or concerns then please contact the Corporate
Information Governance Officer at Portsmouth City Council, Civic Offices,
Guildhall Square, Portsmouth, Hampshire, PO1 2AL, telephone 023 9268 8482,
e-mail [9][email address].

 

Yours sincerely

 

 

Natasha King

Corporate Information Governance Officer

 

 

show quoted sections