Customer Relationship Management

Baptiste GC made this Freedom of Information request to Stoke on Trent City 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 Stoke on Trent 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?
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, Stoke on Trent City Council

Dear Sir/Madam

 

Your request for information ref. SOT76186

 

Section 8(1) of the Freedom of Information Act 2000 sets out the
requirements of a valid request and says that a request must, amongst
other things, 'state the name of the applicant and address for
correspondence'.

 

As you have not provided a name, your request is not valid under the terms
of the Act.

 

ICO guidance states “a title and/or first name with surname satisfies the
requirement for provision of a real name”.

 

If you wish to continue with your request, please contact
[1][Stoke on Trent City Council request email] and provide a name to which we can correspond.

 

Yours sincerely

 

Information Rights Team

 

Information Rights

City of Stoke-on-Trent

Floor 2 Civic Centre Glebe Street Stoke on Trent ST4 1HH

T: 01782 232853, 233020, 235965, 233732

e: [2][Stoke on Trent City Council request email]

 

 

 
Manage your council tax online and sign up for paperless billing with our
new online account at [3]www.stoke.gov.uk/onlineaccount - and access it
using the MyStoke app, putting fly-tipping, and litter reporting in your
hands at the touch of a button. Available in the [4]App Store and on
[5]Google Play

show quoted sections

 

References

Visible links
1. mailto:[Stoke on Trent City Council request email]
2. mailto:[Stoke on Trent City Council request email]
3. http://www.stoke.gov.uk/onlineaccount
4. https://itunes.apple.com/us/app/my-stoke...
5. https://play.google.com/store/apps/detai...

Dear FOI,

Please note my full name is Baptiste Guittet

Yours sincerely,

Baptiste GC

FOI, Stoke on Trent City Council

Dear Mr Guittet

 

Your request for information ref. SOT76186

 

Thank you for your request for information about the council's boundaries,
IT systems,  Your request was received by the Information Rights Team on
19 February 2019.  This is being dealt with under the terms of the
appropriate Information Rights legislation.

 

In some circumstances we may charge for information.  If there is a charge
we will let you know, as you will have to pay it before we deal with your
request.

 

Some information does not have to be released under this legislation.  We
will check the information you have asked for and send you as much as
possible.  If another person or organisation is named in the information,
we may have to ask their opinion before we decide what we can give you.

 

You should expect to receive a response to your request on or before 29
March 2019 in line with the legislation's 20 working day statutory
deadline.

 

For your information we may publish the response to your request on our
City Council's website, which can be found at the following address:
[1]www.stoke.gov.uk.

 

If you have any queries about this email please do not hesitate to contact
us.

 

You can find details of how we handle your personal information by
visiting [2]www.stoke.gov.uk/dataprotection

 

Yours sincerely

 

Information Rights Team

 

Information Rights

Floor 2 Civic Centre Glebe Street

Stoke-on-Trent ST4 1HH

City of Stoke-on-Trent 

t 01782 232853, 01782 233020, 01782 233732, 01782 235965

e [3][Stoke on Trent City Council request email]

 

 

 

 

 
Manage your council tax online and sign up for paperless billing with our
new online account at [4]www.stoke.gov.uk/onlineaccount - and access it
using the MyStoke app, putting fly-tipping, and litter reporting in your
hands at the touch of a button. Available in the [5]App Store and on
[6]Google Play

show quoted sections

 

References

Visible links
1. http://www.stoke.gov.uk/
2. http://www.stoke.gov.uk/dataprotection
3. mailto:[Stoke on Trent City Council request email]
4. http://www.stoke.gov.uk/onlineaccount
5. https://itunes.apple.com/us/app/my-stoke...
6. https://play.google.com/store/apps/detai...

FOI, Stoke on Trent City Council

Dear Mr Guittet

 

Your request for information ref. SOT76186 about the council's boundaries
and IT systems

 

We have now considered your request and a copy of the information is
attached below.

 

The information supplied may be used for domestic or journalistic
purposes. Its use for commercial gain including issuing to the public,
social media or computer blogs may be subject to the issue of a licence
under the Reuse of Public Sector Information Regulations 2015.

 

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

Response: Stoke-on-Trent City Council

 

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

Response: 255,378 persons (ONS Mid-Year Population Estimates 2017)

 

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

Response: 9345 Hectares (ONS 2011 Census Outputs)

 

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

Response: 250+

 

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

Response: 150+

 

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

Response: 80+

 

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

Response: Residents.

 

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

Response: Please see our website for details ([1]www.stoke.gov.uk )

 

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

Response: Yes.

 

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

Response: 4%

 

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

Response: 1%, however work is underway to bring more services online using

single sign-on.

 

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

Response: The authority’s annual spend (page 26) and the spend on
employees

and agency staff (page 37) can be found on the following link

 

[2]https://www.stoke.gov.uk/downloads/file/...

 

The Council does not hold the information on contractors in an obtainable
format.

 

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

Response: £2.448m

 

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

Response: The authority’s annual spend (page 26) and the spend on
employees

and agency staff (page 37) can be found on the following link

 

[3]https://www.stoke.gov.uk/downloads/file/...

 

The Council does not hold the information on contractors in an obtainable
format.

 

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

Response: Yes.

 

(if Yes answer Q12, if No answer Q13)

 

Q12. If the Authority has a CRM system:

 

Q12a. When did the CRM system go Live?

Response: 2012

 

Q12b. How long did the implementation take?

Response: 12 months

 

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:

Response: Integration, training, refining business processes and
Resources.

 

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

Response: Not applicable.

 

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

Response: Not applicable.

 

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

Response: 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).

Response: Not applicable.

 

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

Response: Residents.

If you are unhappy with the service you have received in relation to your
request and wish to make a complaint or request a review of our decision,
you should write to: The Information Rights Manager, Information Rights
Team, Stoke-on-Trent City Council, Floor 2, Civic Centre, Glebe Street,
ST4 1HH, or email [4][Stoke on Trent City Council request email].

 

If, after contacting us, you are not content with the outcome, you may ask
the Information Commissioner for a decision. Before doing this, please see
the following link for guidance from the Information Commissioner relating
to how to use your information rights responsibly and effectively, to
enable you to gain the best outcome from the process -
[5]http://ico.org.uk/for_the_public.

 

Generally, the Information Commissioner cannot make a decision unless you
have already used our internal review procedure. The Information
Commissioner can be contacted at: The Information Commissioner’s Office,
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, tel: 0303 123
1113 or you can visit their website at
[6]https://ico.org.uk/make-a-complaint/

 

You can find details of how we handle your personal information by
visiting [7]www.stoke.gov.uk/dataprotection

Yours sincerely

 

Information Rights Team

 

Information Rights

City of Stoke-on-Trent

Floor 2 Civic Centre Glebe Street Stoke-on-Trent ST4 1HH

T: 01782 232853, 01782 233020, 01782 233732, 01782 235965

E: [8][Stoke on Trent City Council request email]

 

 

 

Dear Stoke on Trent 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?
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

 

 

 
Manage your council tax online and sign up for paperless billing with our
new online account at [9]www.stoke.gov.uk/onlineaccount - and access it
using the MyStoke app, putting fly-tipping, and litter reporting in your
hands at the touch of a button. Available in the [10]App Store and on
[11]Google Play

show quoted sections

 

References

Visible links
1. http://www.stoke.gov.uk/
2. https://www.stoke.gov.uk/downloads/file/...
3. https://www.stoke.gov.uk/downloads/file/...
4. mailto:[Stoke on Trent City Council request email]
5. http://ico.org.uk/for_the_public
6. https://ico.org.uk/make-a-complaint/
7. http://www.stoke.gov.uk/dataprotection
8. mailto:[Stoke on Trent City Council request email]
9. http://www.stoke.gov.uk/onlineaccount
10. https://itunes.apple.com/us/app/my-stoke...
11. https://play.google.com/store/apps/detai...