Customer Relationship Management

Baptiste GC made this Freedom of Information request to City of York Council

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The request was successful.

Dear City of York 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@york.gov.uk, City of York Council

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Regards
Customer Feedback Team

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foi@york.gov.uk, City of York Council

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Hello Baptiste GC,
 
Thank you for your FOI request, received on the 19^th February.
 
Your request will be dealt with under the Freedom of Information
procedure, which will mean you are entitled to a response within 20
working days.
 
However, to process your request you will need to provide a full valid
name, eg: Mrs C Smith or Alan Jones.
 
We have passed the request to the appropriate service areas, and we will
try to provide you with the information where possible, subject to any
exemptions. However, if we are not provided with your full name, you may
not be able to raise a complaint/review of the response if you are not
satisfied.
 
Please forward your full name to [1][City of York Council request email] and I can update our
record.
 
Regards
 
City of York Council  | Information Governance, Complaints and Feedback
Team
West Offices | Station Rise | York YO1 6GA
[2]www.york.gov.uk | [3]facebook.com/cityofyork | [4]@CityofYork
 
 
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Grant, Roy, City of York Council

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Dear Babtiste GC,

 

Please find our attached response to your Freedom of Information request
received on the 21st February 2019.

 

Regards

 

Roy Grant

 

 

 

Roy Grant |  Shared Head of ICT York & Harrogate
t: 01904 551966 | m: 07767 318110 | e: [1][email address]

Twitter @grant_roy

 

City of York Council  |  ICT Department

3rd Floor West Offices Station Rise   | York YO1 6GA

[2]www.york.gov.uk | [3]facebook.com/cityofyork | [4]@CityofYork

 

[5]Gigabit-City-email-signature (2)

 

 

 

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Help protect the environment! - please don't print this email unless you
really need to.

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