Customer Relationship Management

Baptiste GC made this Freedom of Information request to Southend on Sea Borough Council

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was successful.

Dear Southend on Sea Borough 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

Southend FOI requests, Southend on Sea Borough Council

Dear Baptiste,

 

Thank you for your Freedom of Information Request.

 

However, before we are able to process your request and begin the 20
working days deadline, please could you confirm your real name.

 

Guidance from the [1]Information Commissioners Office states that “any
variation of the requester’s title or first name combined with their
surname (e.g. Mr Smith or John Smith) will be sufficient to meet this
requirement. However, a first name or surname provided in isolation,  or a
set of initials, will not.”

 

Once we have received this information we will be able to process your
Freedom of Information Request.

 

Kind regards,

 

Dominic Sexton – Corporate Freedom of Information Team – Southend-on-Sea
Borough Council

Working to Make Lives Better

( 01702 534929 (Direct) | * [Southend on Sea Borough Council request email] |8 [2]www.southend.gov.uk

Corporate Strategy Group l Transformation Service l Southend-on-Sea
Borough Council | Floor 2 Civic Centre, Victoria Avenue, Southend on Sea,
SS2 6ER

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Dear Southend FOI requests,

My full name is Baptiste Guittet

Yours sincerely,

Baptiste GC

Southend FOI requests, Southend on Sea Borough Council

Customer Notice: Please do not e-mail Freedom of Information requests for
Southend Borough Council to individual officers. Please instead direct
them to [1][email address] where our central team will
direct their registration and completion.

 

Dear B Guittet,

 

Thank you for your request received on 01.03.19 for information which will
be under the Freedom of Information Act 2000 or the Environmental
Information Regulations 2004 as appropriate. Your request should receive a
reply by 29.03.19.

 

If you have any queries please get in touch quoting the FOI reference
number FOI 08276.

 

Kind regards,

 

Dominic Sexton – Corporate Freedom of Information Team – Southend-on-Sea
Borough Council

Working to Make Lives Better

( 01702 215107 (Direct) | * [Southend on Sea Borough Council request email] |8 [2]www.southend.gov.uk

Corporate Strategy Group l Transformation Service l Southend-on-Sea
Borough Council | Floor 2 Civic Centre, Victoria Avenue, Southend on Sea,
SS2 6ER

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Southend FOI requests, Southend on Sea Borough Council

Dear B Guittet,

 

Re: Freedom of Information Request

 

I am writing regarding your request for information, which was received on
01.03.19.

 

In that request you asked us for the information below. I can confirm that
the search for the information you requested has been completed and I can
advise you of the following:

 

Q1. What is the full official name of the Authority?

Southend-on-Sea Borough Council.

Q2. How large is the Authority in terms of population?

The population is 181,800 – accurate as of 2017.

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

The Authority is 41.8 square kilometers in terms of geographical
boundaries.

Q4. How many information systems / databases does the Authority use?

102 systems/databases are used by the Council.

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

All of the systems are standalone in nature, but may have the ability to
interact with one another. This is not something that has been tested on
the systems as a whole.

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

All of the systems are standalone in nature, but may have the ability to
interact with one another. This is not something that has been tested on
the systems as a whole.

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

Systems are centered on both residents and properties.

Q5. What services are provided to Residents by the Authority (e.g. Taxi
Licensing, Waste, Education, Planning Applications, etc.)

The website covers all services provided to residents. This can be viewed
here at the bottom of the webpage: [1]https://www.southend.gov.uk/

Q6a. Does the Authority have an online portal for Residents?

Yes. This portal is called MySouthend.

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

36,000 people signed up to the portal with 82,000 properties within the
Borough, although some people who are signed up do not have to live in the
borough, therefore we are unable to provide an accurate percentage.

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

All services are accessible through sign on to MySouthend.

Q8. What was the Authority’s annual spend for 2017-18?

I can confirm that we hold the information that you have requested. Please
note that this information is exempt under Section 21 of the Freedom of
Information Act, as it is reasonably accessible to you as it is available
on our website. The information that you have requested can be accessed by
using the following hyperlinks:

[2]https://www.southend.gov.uk/downloads/do...

 

[3]https://www.southend.gov.uk/downloads/do...

 

Q9. What was the Authority’s annual spend for 2017-18 for software
licensing?

£250,734.78 was spent on software licensing in 2017-18.

Q10. What was the Authority’s annual spend for 2017-18 for payroll of
employees, agency staff, and contractors?

Salaries for 2017-2018: £51,987,657

Agency Staff: £5,677,247

Contractors: £75,158,067

Q11. Does the Authority use a Customer Relationship Management (CRM)
System?

Yes – Abavus.

(if Yes answer Q12, if No answer Q13)

Q12. If the Authority has a CRM system:

Q12a. When did the CRM system go Live?

The system went live on 15.09.15, however changed to a different service
provider in 2017.

Q12b. How long did the implementation take?

Implementation is on-going, working on a number of services.

Q12c. What were the main obstacles encountered to the implementation? (See
"CRM Challenges" below, please state all that apply)

Integration of different data sources into a single system; training users
to go effectively use the solution; participation of different departments
within the authority; integration with existing back-office applications;
promoting; usage; funding.

Q13. If the Authority does not have a CRM system:

Q13a. Has the implementation of a CRM ever been considered?

Not applicable.

Q13b. If Yes to Q13a, what were the reasons for not proceeding? (See "CRM
Challenges" below, please state all that apply)

Not applicable.

Q13c. Has the implementation of a CRM ever been planned or undertaken, but
subsequently abandoned?

Not applicable.

Q13d. If Yes to Q13c., what were the reasons for the failure of the
project? (See "CRM Challenges" below, please state all that apply)

Not applicable.

Q14. Are the IT systems centered primarily around Residents or Properties?

Both.

 

If you wish to discuss any of the above, please contact me. Please
remember to quote the reference number above in any future communications.

 

If you are unhappy with the service you have received in relation to your
request and wish to request a review of our response, you should write to
the Knowledge and Information Manager, PO Box 6, Civic Centre, Victoria
Avenue, Southend-on-Sea, Essex, SS2 6ER.

 

If you are not content with the outcome of your review, you can make a
complaint under the Council’s complaints process by writing to Corporate
Complaints Officer, Office of the Chief Executive, PO Box 6, Civic Centre,
Victoria Avenue, Southend-on-Sea, Essex, SS2 6ER.

 

You can also apply directly to the Information Commissioner (ICO) for a
decision although generally the ICO cannot make a decision unless you have
exhausted the Council’s complaints procedure. The Information Commissioner
can be contacted at: The Information Commissioner’s Office, Wycliffe
House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

 

Yours sincerely,

 

Dominic Sexton

Information Performance Officer

Corporate Freedom of Information Team

 

 

Dominic Sexton – Corporate Freedom of Information Team – Southend-on-Sea
Borough Council

Working to Make Lives Better

( 01702 215107 (Direct) | * [Southend on Sea Borough Council request email] |8 [4]www.southend.gov.uk

Corporate Strategy Group l Transformation Service l Southend-on-Sea
Borough Council | Floor 2 Civic Centre, Victoria Avenue, Southend on Sea,
SS2 6ER

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