Dear East Staffordshire 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

Andrea Davies, East Staffordshire Borough Council

Many thanks for your enquiry. I am currently out of the office. I will return on Monday 11th February 2019 and respond to emails then.

If your query is urgent, please contact Monica Henchcliffe [email address] or 01283 508608

Andrea Davies, East Staffordshire Borough Council

[http://i2.cmail19.com/ti/t/23/7D9/254/22...

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Freedom of Information Procedure

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Contact Details

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Freedom of Information Procedure
Please note that the Council will initially assess your request to establish whether it is a valid FOI and, if so, you will receive a response to your request within the statutory 20 clear working days.

Contact Details
Democratic Services
East Staffordshire Borough Council
P.O. Box 8045
Burton upon Trent
DE14 9JG
www.eaststaffsbc.gov.uk<http://eaststaffordshireboroughcouncil.c...>
[email address]<mailto:[email address]>

Guy Thornhill, East Staffordshire Borough Council

Good afternoon

Please find answers to your questions below

Regards

Guy

Guy Thornhill
ICT Manager
East Staffordshire Borough Council
Town Hall,
King Edward Place
Burton upon Trent,
DE14 2EB
Tel: 01283 508000

If you are dissatisfied with this response, you may ask the Council to conduct a review of this decision. To do this, please contact the Council in writing (including by letter, fax or email), describe the original request, explain your grounds for dissatisfaction, and include an address for correspondence. You have 40 working days from receipt of this letter to submit a review request. The review request should be sent to:
By Post:
The Principal Democratic Services Officer
East Staffordshire Borough Council
P O Box 8045
Burton upon Trent
Staffordshire
DE14 9JG
By Email: [email address]
When the review process has been completed, if you are still dissatisfied, you may ask the Information Commissioner to intervene.

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