Customer Relationship Management

Baptiste GC made this Freedom of Information request to Royal Borough of Windsor and Maidenhead

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Dear Royal Borough of Windsor and Maidenhead,

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

Robert Corney, Royal Borough of Windsor and Maidenhead

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Dear Baptiste GC

 

I am writing to acknowledge receipt of your information request. It has
been allocated reference number73430 

 

The Freedom of Information Act 2000 allows for 20 working days to process
requests for information. You will receive a response no later than 19^th
March 2019

 

 

Best regards,

 

Rob Corney

Information Governance and Electoral Services Officer

Law and Governance

Royal Borough of Windsor and Maidenhead

Town Hall, St Ives Road, Maidenhead, SL6 1RF.

 

Tel: 01628 682937

 

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Website: [3]www.rbwm.gov.uk 

Follow us on Twitter: @RBWM

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foi, Royal Borough of Windsor and Maidenhead

Dear Baptiste GC
 
I am writing to respond to your information request. Your questions and
our answers are as follows:
 
Q1. What is the full official name of the Authority? The Royal Borough of
Windsor and Maidenhead
 
Q2. How large is the Authority in terms of population?  - 
This information is published on the ONS website. We do not do our own
forecasts each year.
[1]https://www.ons.gov.uk/peoplepopulationa...
 
Q3. How large is the Authority in terms of geographical boundaries?
This information is published on the ONS website.
[2]https://www.ons.gov.uk/peoplepopulationa...
 
Q4. How many information systems / databases does the Authority use?
Circa 200
Q4a. How many of those are stand-alone (i.e. do not interact with any
other information system)? Circa 150
Q4b. How many of those interact with at least one other system (e.g. using
API calls)? Circa 50
Q4c. Are the systems mainly centered around Residents or Properties?
Skewed towards Residents
 
Q5. What services are provided to Residents by the Authority (e.g. Taxi
Licensing, Waste, Education, Planning Applications, etc.)
Highways and Transport, Bins, Waste and Recycling, Parking, PCN Appeals
and Blue Badges, Council Tax, Tree management and Planning, Advantage
Cards, Concessionary Bus Passes, School Admissions, Taxi Licencing,
Libraries, Museums, Housing, Benefits, Environmental Health, Environmental
Protection, Trading standards, Food Safety, Licencing, Parks, Business
Rates, Electoral Services, Emergency Planning, Community Wardens, CCTV,
tourism, Sports & Leisure, winter Services, Public Health, Adult and
Children’s services, Schools, Democratic Services, Birth, deaths and
ceremonies, Armed Forces etc.
 
Q6a. Does the Authority have an online portal for Residents?  - Yes it is
called My Account
Q6b. If it does, what is the uptake (as a percentage) across the
authority? – 22% using last available census data
 
Q7. What percentage of services in Q4 are accessible to Residents online
using Single Sign On (SSO) on the portal? None, there is no SSO
 
Q8. What was the Authority’s annual spend for 2017-18?

2017/18
Revenue Spend 182,797,000
Capital Spend 39,272,000
Total Spend 222,069,000

Q9. What was the Authority’s annual spend for 2017-18 for software
licensing? Circa £1.6M
 
Q10. What was the Authority’s annual spend for 2017-18 for payroll of
employees, agency staff, and contractors?

2017/18
Revenue Spend 32,675,000
Capital Spend 4,387,000
Total Spend 37,062,000

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? - May 2016
Q12b. How long did the implementation take? – 4 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: Data cleansing before importing, Integrations
 
Q13a. Has the implementation of a CRM ever been considered? N/A
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? 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) Q14.
Are the IT systems centred primarily around Residents or Properties? N/A
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) –
 
 
This concludes your information request.
 
If you are unhappy with the information we have provided in response to
your request please write to:
 
Jennifer Shaw
Data Protection Officer/ Senior Information Governance Officer
Royal Borough of Windsor & Maidenhead
Town Hall, St Ives Road
Maidenhead
SL6 1RF
or send an e-mail to [3][RBWM request email]
 
Yours sincerely
 
Angelica Popa
Information Governance and Elections Officer
Law & Governance Service
Royal Borough of Windsor & Maidenhead
Town Hall, St. Ives Road
Maidenhead SL6 1RF
 
Website: [4]http://www.rbwm.gov.uk
Follow us on Twitter: [5]@RBWM
Like us on [6]Facebook
 
 
 
 
This message is personal to and intended for the exclusive use of the
named addressee only. It may contain material protected by legal or other
privilege (laws restricting its use). If this message reaches you in error
we apologise – in which case we request that you do not save it, print it,
forward it, act on it, or tell anyone anything about it. All emails
received and sent by the Royal Borough of Windsor and Maidenhead are
subject to the Freedom of Information Act 2000 and other legislation, and
may therefore be disclosed to a third party. Any views or opinions in this
email are solely those of the author, and do not necessarily represent
those of the Royal Borough. We also have partnerships with third parties
(including Optalis and Achieving for Children who provide social care on
behalf of the Royal Borough of Windsor and Maidenhead). The content of any
emails sent by employees of these partners remain their responsibility,
and are not the Royal Borough’s responsibility. All emails sent by the
Royal Borough are checked for viruses, but this does not constitute a
guarantee that they are virus-free. Thank you [7]http://www.rbwm.gov.uk

References

Visible links
1. https://www.ons.gov.uk/peoplepopulationa...
2. https://www.ons.gov.uk/peoplepopulationa...
3. mailto:[RBWM request email]
4. http://www.rbwm.gov.uk/
5. http://twitter.com/rbwm
6. http://r20.rs6.net/tn.jsp?f=001yYr7w9vXM...
7. http://www.rbwm.gov.uk/