Customer Relationship Management

Baptiste GC made this Freedom of Information request to Swindon 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 Swindon 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?
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

Customer Services, Swindon Borough Council

Thank you for your email which has been forwarded to the relevant department for response.

Kind regards

Customer Services
Swindon Borough Council
Wat Tyler House
Swindon SN1 2JG
Phone: 01793 445500

E-mail: [Swindon Borough Council request email]
Website: www.swindon.gov.uk

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Swindon Borough Council

[1]Swindon Borough Council
Dear Baptiste GC,

Case reference number: FOI001493

Thank you for your request. The Freedom of Information Act creates two
general rights in relation to information:

 1. The right to be told whether or not the information requested is
held
 2. The right to be given that information within 20 working days

A response to your request for information will be sent to you promptly;
and in any event no later than 20/03/2019. Please allow postal time.

If you have a My Account you can follow the progress of your request by
logging back in to your [2]Account. If you don't have an account and you
would like one, please [3]contact us and we will send you an invite to
My Account, so you can view your case.

Kind regards, 

Freedom of information officer
Swindon Borough Council

References

Visible links
1. https://myaccount.swindon.gov.uk/q
2. http://myaccount.swindon.gov.uk/q/login
3. mailto:[Swindon Borough Council request email]?subject=Invite%20to%20My%20Account

Haylee-Anne Gatfield, Swindon Borough Council

1 Attachment

Dear Baptiste GC

 

Re: FOI Freedom of Information Request FOI001493

 

I enclose for your information.

 

Q1. What is the full official name of the Authority?  Swindon Borough
Council

Q2. How large is the Authority in terms of population? Approx. 220,363 -
midyear estimate (30th June 2017)

Q3. How large is the Authority in terms of geographical boundaries? If the
question relates to the area of the borough, it’s approximately 230km2. If
they mean the perimeter it’s approximately 104 km.

Q4. How many information systems / databases does the Authority use?
Approximately 200

Q4a. How many of those are stand-alone (i.e. do not interact with any
other information system)? Majority Stand-alone, major systems (Approx.
25) interact in some way to other systems (file transfers etc.)

Q4b. How many of those interact with at least one other system (e.g. using
API calls)? Small number approximately 20 solutions

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

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?

Please see attached list of all Swindon Borough Councils Customer Service
front facing online processes available.

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

As of Jan 19 our usage is 51% for the attached services.

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

Below are all the portals that we have for our customers that are single
sign on.

·         Capita One (Children’s Services): 

·         Citizens portal – School Admissions

·         Early Years funding portal – Early Years Team

·         Provider Portal – Education

·         My Care My Support (Adults & Children’s Services): 

·         Information & Advice and Marketplace

·         Open (Housing): 

·         Contractor (Live)

·         Tenants (Live)

·         Choice Based Lettings (Dec - SBC stock)

·         Registered Social Landlords Portal (Dec - Housing Association
Stock)

·         Housing Jigsaw Homelessness Portal (end of Nov):  Michelle
Kendall

·         JADU – (My Account, Web & Forms) – (As per attached list of
processes)

·         WordPress (Externally Managed)

Q8. What was the Authority’s annual spend for 2017-18? £531M please see
attached for more information. [1]Statement of Annual Accounts 2017-18.

Q9. What was the Authority’s annual spend for 2017-18 for software
licensing? £1.2m was spent on licences in 17/18.

Q10. What was the Authority’s annual spend for 2017-18 for payroll of
employees, agency staff, and contractors? Including employers’ national
insurance and superannuation contributions the Authority’s annual spend
for 2017/18 for payroll of employees was £88.2m.

Q11. Does the Authority use a Customer Relationship Management (CRM)
System?  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? January 2017

Q12b. How long did the implementation take? 3months

Q12c. What were the main obstacles encountered to the implementation? (See
"CRM Challenges" below, please state all that apply) Integration and data
transfer between line of business systems, Integration with online payment
systems both card payments and Direct Debit systems, identifying services
area requirements (areas did not think through there processes fully to
translate into CRM workflow. Staff training and awareness.

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

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)

 

If you are unhappy with the service you have received in relation to your
request and wish to make a review you should contact:

 

Customer Services

Civic Offices

Euclid Street

Swindon

[email address]

 

The complaints/review procedure involves a full review by the Information
Governance Manager. 

 

If you are not content with the outcome of our conclusion, you may apply
directly to the Information Commissioner's Office for a decision before
contacting the Council. Generally, the ICO cannot make a decision unless
you have exhausted the Council's own complaints procedure.

 

The Information Officer can be contacted at:

 

The Information Commissioner's Office,

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

 

If you require any further information concerning this matter please
contact me quoting the reference number at the top of the letter.

 

Yours faithfully,

 

Haylee Gatfield

Leadership Support Officer

 

Customer and Business Services

Swindon Borough Council

 

Tel: 07970 707502

[2]www.swindon.gov.uk

 

 

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