Customer Relationship Management

Baptiste GC made this Freedom of Information request to Wokingham Borough Council

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

Response to this request is long overdue. By law, under all circumstances, Wokingham Borough Council should have responded by now (details). You can complain by requesting an internal review.

Dear Wokingham 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

informationrequests, Wokingham Borough Council

Thank you for your email.

If you have submitted a Freedom of Information request, please be aware
that we can accept requests via our on-line web-form, which you may find
an easier way of submitting a request in future.

The online request form can be found at:
[1]http://axlr8.wokinghamfoi.org.uk/feedbac...

Yours sincerely

 

Customer Services

 

DISCLAIMER
You should be aware that all e-mails received and sent by this Council are
subject to the Freedom of Information Act 2000 and therefore may be
disclosed to a third party. (The information contained in this message or
any of its attachments may be privileged and confidential and intended for
the exclusive use of the addressee). The views expressed may not be
official policy but the personal views of the originator.

If you are not the addressees any disclosure, reproduction, distribution,
other dissemination or use of this communication is strictly prohibited.

If you received this message in error please return it to the originator
and confirm that you have deleted all copies of it.

All messages sent by this organisation are checked for viruses using the
latest antivirus products. This does not guarantee a virus has not been
transmitted. Please therefore ensure that you take your own precautions
for the detection and eradication of viruses.

 

 

References

Visible links
1. http://axlr8.wokinghamfoi.org.uk/feedbac...