Customer Relationship Management

Baptiste GC made this Freedom of Information request to Wiltshire 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 Wiltshire 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, Wiltshire Council

Dear Baptiste GC,

Thank you for your request for information dated 19 February 2019.

Your request is being handled under the provisions of the Freedom of Information Act 2000 or Environmental Information Regulations 2004.

Your request will now be considered and you will receive a response within the statutory timescale of 20 working days as defined within the legislation which means you will hear from us on or before 19 March 2019.

The first 3 questions of your request are exempt by virtue of section 21 of the Act - Information accessible to applicant by other means. This information can be found via an internet search.

Kind regards,

Kyle McCormack
Information Governance Officer

Wiltshire Council | County Hall | Bythesea Road
Trowbridge | BA14 8JN

Email: [email address] | Web: www.wiltshire.gov.uk

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FOI, Wiltshire Council

Good afternoon,

We have received a request for clarification from the service area regarding two questions of your request.

Q8. What was the Authority’s annual spend for 2017-18? - Is this for a specific area/service or for the authority as a whole?
Q10. What was the Authority’s annual spend for 2017-18 for payroll of employees, agency staff, and contractors? – Is this for a specific area/service or the authority as a whole?

If you can confirm so we can answer you request correctly in the first instance? I'll place your request on hold until we receive a response.

Kind regards,

Kyle

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Dear FOI,

Both questions relate to the authority as a whole.

Yours sincerely,

Baptiste GC

FOI, Wiltshire Council

1 Attachment

Dear Baptiste GC,

Please see the attached response to your request for information.

Kind regards,

Kyle McCormack
Information Governance Officer

Wiltshire Council | County Hall | Bythesea Road
Trowbridge | BA14 8JN

Email: [email address] | Web: www.wiltshire.gov.uk

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