King George V House, King George V Road
Amersham, Buckinghamshire, HP6 5AW
Email: [1][email address]
www.chiltern.gov.uk
 
 

CHILTERN AND SOUTH BUCKS DISTRICT COUNCILS
--------------------------------------------------------------------------
   
Date: 11/02/2019
e-mail:
For the attention of: Baptiste GC
Our Ref: FOI 17573
 
   
   
Dear Sir / Madam

Thank you for your email requesting information under the provisions of
the Freedom of Information Act 2000 which provides a ‘right of access’ to
recorded information.

This is to acknowledge receipt of your valid request. A guide to
information that is held is contained in the Chiltern District Council
Publication Scheme via the following link

[2]http://www.chiltern.gov.uk/FOIpublicatio...

The Council will send you a response to your request in due course.

Yours faithfully
 
 
 
CHILTERN DISTRICT COUNCIL
[3][email address]

References

Visible links
1. mailto:[email address]
2. http://track.vuelio.uk.com/z.z?l=aHR0cDo...
3. mailto:[email address]

King George V House, King George V Road
Amersham, Buckinghamshire, HP6 5AW
Email: [1][email address]
www.chiltern.gov.uk
 
 

CHILTERN AND SOUTH BUCKS DISTRICT COUNCILS
----------------------------------------------------------------------------------------------
   
Date: 05/03/2019
e-mail:
For the attention of: Baptiste GC
Our Ref: FOI 17573
 
   
   
Dear Sir / Madam

REQUEST FOR INFORMATION

Further to our acknowledgement to your email requesting information under the provisions of
the Freedom of Information Act 2000 we are providing you with our response.

REQUEST

Freedom of Information request - Customer Relationship Management Dear Chiltern District
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)? 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? Q7b. What is the uptake by residents
as a percentage within 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 ad Q14, 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. Is the CRM centred 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

RESPONSE

Q1. What is the full official name of the Authority? 
Chiltern District Council

Q2. How large is the Authority in terms of population? 
Please see https://www.bce2018.org.uk/ 
http://www.chiltern.gov.uk/article/6626/...

Q3. How large is the Authority in terms of geographical boundaries?
Please see https://www.bce2018.org.uk/
http://www.chiltern.gov.uk/wards-and-bou...

Q4. How many information systems / databases does the Authority use? 
17

Q4a. How many of those are stand-alone (i.e. do not interact with any other information
system)? 
5

Q4b. How many of those interact with at least one other system (e.g. using API calls)? 
12

Q5. What services are provided to Residents by the Authority (e.g. Taxi Licensing, Waste,
Education, Planning Applications, etc.) 
Please visit https://www.chiltern.gov.uk/article/6375...

Q6a. Does the Authority have an online portal for Residents? 
No

Q7b. What is the uptake by residents as a percentage within the authority? 
N/A

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

Q8. What was the Authority’s annual spend for 2017-18?
Please see https://www.chiltern.gov.uk/councilbudge...

Q9. What was the Authority’s annual spend for 2017-18 for software licensing? 
Please see https://www.chiltern.gov.uk/councilbudge...

Q10. What was the Authority’s annual spend for 2017-18 for payroll of employees, agency staff,
and contractors? 
Please see https://www.chiltern.gov.uk/councilbudge...

Q11. Does the Authority use a Customer Relationship Management (CRM) System? 
As part of the Customer Service Experience Program the Council is currently in the process of
implementing a CRM.

(if Yes answer Q12 ad Q14, if No answer Q13)

Q12. If the Authority has a CRM system: 
See answer to Q11

Q12a. When did the CRM system go Live? 
See answer to Q11

Q12b. How long did the implementation take? 
See answer to Q11

Q12c. What were the main obstacles encountered to the implementation? (See "CRM Challenges"
below, please state all that apply) 
See answer to Q11

Q13. If the Authority does not have a CRM system: 

Q13a. Has the implementation of a CRM ever been considered? 
See answer to Q11

Q13b. If Yes to Q13a., what were the reasons for not proceeding? (See "CRM Challenges" below,
please state all that apply) 
See answer to Q11

Q13c. Has the implementation of a CRM ever been planned or undertaken, but subsequently
abandoned? 
See answer to Q11

Q13d. If Yes to Q13c., what were the reasons for the failure of the project? (See "CRM
Challenges" below, please state all that apply)
See answer to Q11

Q14. Is the CRM centred around Residents or Properties? 
See answer to Q11

We hope this answers your questions, but if not, you can contact us (details below) with your
query quoting the FOI number at the top of this page. You can also seek an internal review of
your request if you remain unhappy with the outcome. Ultimately you can complain to the
Information Commissioner, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF should you
remain dissatisfied, having exhausted the authority's internal review procedures. If you would
like more information about the role and work of the Information Commissioner go to the
website [2]www.ico.gov.uk

Yours faithfully
 
 
 
CHILTERN DISTRICT COUNCIL
[3][email address]

References

Visible links
1. mailto:[email address]
2. http://track.vuelio.uk.com/z.z?l=aHR0cDo...
3. mailto:[email address]