Customer Relationship Management

Baptiste GC made this Freedom of Information request to Telford and Wrekin Council

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Dear Telford and Wrekin 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

Telford and Wrekin Council

Dear Sir/Madam .

Freedom of Information Act (FOIA) 2000 Acknowledgement -TWC-51315

Thank you for your request for information received by us on 20 February
2019 asking for the following:

 

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)

 

The Freedom of Information Act requires us to provide this information to
you within 20 working days of receiving your request. Therefore we will
aim to respond to you by the 20 March 2019

However, if the information you request is subject to an exemption which
prevents us from releasing it, as defined by the Act, we will issue you
with a Refusal Notice together with your rights of appeal.  

There are circumstances where a fee may be payable by you to cover
administration costs (e.g. printing, copying, postage and packaging). If
this applies to your request we will issue you with a ‘Fees Notice’
requesting payment. The fee must be paid before the information requested
is processed and released. The 20 working day time limit for responding
to your request will be suspended until payment is received.

In the meantime, if you have any queries please do not hesitate to contact
us, quoting the above reference number.

 

Yours sincerely

Sasha Hickman

Information Governance

 

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