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Customer Relationship Management

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Dear Crawley 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)?
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

Freedom Of Information, Crawley Borough Council

Dear Sir/Madam,

 

With reference to the Freedom of Information Request below, I have been
asked to seek clarification regarding the information requested.

 

Please would you confirm for Question 7b “What is the uptake by residents
as a percentage within the authority?” - do you mean percentage of people
who use the services?

 

Once we are in receipt of this clarification, we will endeavour to provide
you with the information you require.

 

Yours faithfullly,

 

 

FREEDOM OF INFORMATION TEAM

 

 

 

From: Baptiste GC [mailto:[FOI #551124 email]]
Sent: 08 February 2019 10:15
To: Freedom Of Information <[email address]>
Subject: Freedom of Information request - Customer Relationship Management

 

Dear Crawley 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)?

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

 

show quoted sections

Dear Freedom Of Information,

Yes, this questions asks what percentage of residents are registered on your online portal.

Yours sincerely,

Baptiste

Freedom Of Information, Crawley Borough Council

Dear Sir/Madam,

We are writing to you to apologise for the delay in responding to your
request under Freedom of Information Act.  Work is still ongoing in
collating the information you have requested, and we will forward that
onto you as soon as it becomes available.

Please remember to quote the above FOI reference number in any future
communications.

Yours faithfully

 

Freedom of Information Section

From: Baptiste GC [mailto:[FOI #551124 email]]
Sent: 13 February 2019 16:04
To: Freedom Of Information <[email address]>
Subject: Re: FOI 6449 - Clarification

 

Dear Freedom Of Information,

 

Yes, this questions asks what percentage of residents are registered on
your online portal.

 

Yours sincerely,

 

Baptiste

 

 

 

Dear Sir/Madam,

 

With reference to the Freedom of Information Request below, I have been 
asked to seek clarification regarding the information requested.

 

Please would you confirm for Question 7b “What is the uptake by residents 
as a percentage within the authority?” - do you mean percentage of people 
who use the services?

 

Once we are in receipt of this clarification, we will endeavour to
provide  you with the information you require.

 

Yours faithfully,

   

 

FREEDOM OF INFORMATION TEAM

 

 

 

From: Baptiste GC [mailto:[FOI #551124 email]]

Sent: 08 February 2019 10:15

To: Freedom Of Information <[email address]>

Subject: Freedom of Information request - Customer Relationship Management

 

 

Dear Crawley 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)?

 

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

 

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show quoted sections

Freedom Of Information, Crawley Borough Council

2 Attachments

Dear Sir,

 

Please see the attached for Crawley Borough Council’s response.

 

Regards,

 

Gillian Edwards

Audit and Risk Manager

Crawley Borough Council

 

01293 438384

[1]www.crawley.gov.uk

 

 

FOI request No: 6449

 

 

Dear Freedom Of Information,

 

Yes, this questions asks what percentage of residents are registered on
your online portal.

 

Yours sincerely,

 

 

 

Dear Sir/Madam,

 

With reference to the Freedom of Information Request below, I have been 
asked to seek clarification regarding the information requested.

 

Please would you confirm for Question 7b “What is the uptake by residents 
as a percentage within the authority?” - do you mean percentage of people 
who use the services?

 

Once we are in receipt of this clarification, we will endeavour to
provide  you with the information you require.

 

 

Yours faithfully,

 

 

FREEDOM OF INFORMATION TEAM

 

 

 

 

Dear Crawley 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)?

 

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,

 

 

Crawley Borough Council Response

Please see the attached.  

show quoted sections

References

Visible links
1. http://www.crawley.gov.uk/

We don't know whether the most recent response to this request contains information or not – if you are Baptiste GC please sign in and let everyone know.