Customer Relationship Management

The request was partially successful.

Dear East Northamptonshire 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

foi, East Northamptonshire District Council

Dear Sir/ Madam,

 

Thank you for your Freedom of Information request.

 

The reference number for your request is 15007.

 

You will receive a response to your request within 20 working days
(08/03/19).

 

Kind regards,

 

Samantha Jeffrey

FOI Officer

 

 

 

From: Baptiste GC [mailto:[FOI #551138 email]]
Sent: 08 February 2019 10:21
To: foi
Subject: Freedom of Information request - Customer Relationship Management

 

This Message originated outside your organisation.

Dear East Northamptonshire 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

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foi, East Northamptonshire District Council

Dear Sir / Madam

 

Thank you for your request for information concerning CRM.

 

Your request, reference 15007, is being handled under the Freedom of
Information Act 2000.

 

We would like to seek some clarification on your request in order to
ensure we provide the correct information in as timely and efficient way
as possible.

 

For question 4, please could you clarify what you mean by systems /
databases. Do you mean systems? (databases are held within systems).

And in 4b Do you mean just API calls or other methods too?

 

We will send you the answers to the other questions by the deadline of
8^th March.

 

Regards,

 

Samantha Jeffrey

FOI Officer

 

 

 

show quoted sections

foi, East Northamptonshire District Council

1 Attachment

Dear Sir/ Madam,

 

Thank you for your request for information concerning CRM.

 

Your request, reference 15007, has been handled under the Freedom of
Information Act 2000.

 

East Northamptonshire Council’s response to your request is attached.

 

Kind regards,

 

Samantha Jeffrey

FOI Officer

 

 

 

From: foi
Sent: 07 March 2019 16:11
To: '[FOI #551138 email]'
Subject: RE: 15007 - Freedom of Information request - Customer
Relationship Management

 

Dear Sir / Madam

 

Thank you for your request for information concerning CRM.

 

Your request, reference 15007, is being handled under the Freedom of
Information Act 2000.

 

We would like to seek some clarification on your request in order to
ensure we provide the correct information in as timely and efficient way
as possible.

 

For question 4, please could you clarify what you mean by systems /
databases. Do you mean systems? (databases are held within systems).

And in 4b Do you mean just API calls or other methods too?

 

We will send you the answers to the other questions by the deadline of
8^th March.

 

Regards,

 

Samantha Jeffrey

FOI Officer

 

 

 

show quoted sections