Customer Relationship Management

Baptiste GC made this Freedom of Information request to West Berkshire Council

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The request was successful.

Dear West Berkshire 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, West Berkshire Council

FoI/2019/223

 

Dear Sir/ Madam,

 

Request for information: Customer Relationship Management

 

Thank you for your request received 20^th February 2019; we will respond
within twenty working days.

 

Yours sincerely,

 

Suzi Kenchington 

Information Compliance Officer

Strategic Support,

West Berkshire Council, Council Offices, Market Street, Newbury, RG14 5LD

email:  [1][email address]

' 01635 519860 (external)      '  2860 (internal)      

P Do you really need to print this email?

 

From: Baptiste GC [mailto:[FOI #553869 email]]
Sent: 19 February 2019 23:01
To: foi <[West Berkshire Council request email]>
Subject: Freedom of Information request - Customer Relationship Management

 

This is an EXTERNAL EMAIL. STOP. THINK before you CLICK links or OPEN
attachments.

Dear West Berkshire 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

-------------------------------------------------------------------

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[2][FOI #553869 email]

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show quoted sections

foi, West Berkshire Council

FoI/2019/223

 

Dear Sir/ Madam,

 

Request for information: Customer Relationship Management

 

Please see below the Council’s response to your request for information.

 

You have asked;

 

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

West Berkshire Council

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

This information can be found on the Council’s website here;

[1]https://info.westberks.gov.uk/population

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

This information can be found on the Council’s website here;

[2]https://gis1.westberks.gov.uk/applicatio...

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

100 Systems/220 Databases

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

90%

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

10%

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

The Council’s applications are centred around both Residents and Property
(both are primary keys in most systems), it would be difficult to offer a
definitive answer either way.

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

This information can be found on the Council’s website
here;[3]www.westberks.gov.uk

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

Yes

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

The Council has a number of solutions that could be considered portals,
for functions such as fault reporting, planning applications, applying for
a school place, etc. Uptake varies by solution

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

5%

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

This information is available to view on the Council’s website here;
[4]https://info.westberks.gov.uk/article/33...

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

£931,209

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

This information is available to view on the Council’s website here;
[5]https://info.westberks.gov.uk/article/33...

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

No. The Council has a number of point solutions that could be considered
CRM. E.g. Fault reporting, Electronic Social Care Record

(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?

The Council has a number of point solutions that could be considered CRM.
E.g. Fault reporting, Electronic Social Care Record

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

N/A

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

N/A

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

N/A

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)
N/A

If you are unhappy with the way your request has been handled, you may ask
for an internal review. You should contact The FoI Reviewing Officer,
Strategic Support, Council Offices, Market Street, Newbury RG14 5LD, email
[6][email address]  if you wish to request a review. If you are not
content with the outcome of the internal review, you have the right to
apply directly to the Information Commissioner for a decision. The
Information Commissioner can be contacted at:

Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire SK9 5AF

 

If you have any queries about this letter, please contact me.

 

Yours sincerely,

 

Suzi Kenchington 

Information Compliance Officer

Strategic Support,

West Berkshire Council, Council Offices, Market Street, Newbury, RG14 5LD

email:  [7][email address]

' 01635 519860 (external)      '  2860 (internal)      

P Do you really need to print this email?

 

From: Baptiste GC [[8]mailto:[FOI #553869 email]]
Sent: 19 February 2019 23:01
To: foi <[9][West Berkshire Council request email]>
Subject: Freedom of Information request - Customer Relationship Management

 

This is an EXTERNAL EMAIL. STOP. THINK before you CLICK links or OPEN
attachments.

Dear West Berkshire 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

-------------------------------------------------------------------

Please use this email address for all replies to this request:
[10][FOI #553869 email]

Is [11][West Berkshire Council request email] the wrong address for Freedom of Information
requests to West Berkshire Council? If so, please contact us using this
form:
[12]https://www.whatdotheyknow.com/change_re...

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[13]https://www.whatdotheyknow.com/help/offi...

For more detailed guidance on safely disclosing information, read the
latest advice from the ICO:
[14]https://www.whatdotheyknow.com/help/ico-...

Please note that in some cases publication of requests and responses will
be delayed.

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

show quoted sections