Customer Relationship Management

Baptiste GC made this Freedom of Information request to Carlisle City Council

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Dear Carlisle 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)?
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?
Q7b. 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 ad Q14, 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. Is the CRM centred 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

Information, Carlisle City Council

1 Attachment

Dear Sir/Madam

 

Please find attached acknowledgment of your request under the Freedom of
Information Act

Regards

 

Frances Braithwaite

Corporate Information/SHE Support Officer

Governance and Regulatory Services

Carlisle City Council

Civic Centre

Carlisle
CA3 8QG

Telephone 01228 817060

 

 

 

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present and you are advised to make the appropriate checks to confirm that
they are virus free.

Information, Carlisle City Council

1 Attachment

Dear Sirs

 

Please find attached response to your request under the Freedom of
Information Act

Regards

 

Frances Braithwaite

Corporate Information/SHE Support Officer

Governance and Regulatory Services

Carlisle City Council

Civic Centre

Carlisle
CA3 8QG

Telephone 01228 817060

 

 

 

This e-mail and its attachments may include confidential information or
protectively marked material up to RESTRICTED, should be handled
accordingly and is solely for use by the intended recipient(s). If you
have received this e-mail and its attachments in error please notify the
sender immediately delete them and do not disclose, copy, distribute or
retain any part of them. The views and opinions expressed by the author
are not necessarily those of Carlisle City Council. Carlisle City Council
has scanned this e-mail and its attachments to ensure that they are virus
free. The Council can take no responsibility if a virus is actually
present and you are advised to make the appropriate checks to confirm that
they are virus free.