Customer Relationship Management

Baptiste GC made this Freedom of Information request to Lichfield District Council

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Dear Lichfield 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

Generic - FOI, Lichfield District Council

Thank you for your Freedom of Information request.  

 

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respond to you.

 

Under the Freedom of Information Act, you are entitled to a response
within 20 working days.

 

Kind regards,

 

Freedom of Information

Lichfield District Council

 

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Brentnall, Laura, Lichfield District Council

Good afternoon,

Please find below our responses.

Q1. What is the full official name of the Authority? Available on our website
• Q2. How large is the Authority in terms of population? Available on any search engine or our website
• Q3. How large is the Authority in terms of geographical boundaries? Available on any search engine or our website
• Q4. How many information systems / databases does the Authority use? 19
• Q4a. How many of those are stand-alone (i.e. do not interact with any other information system)? We do not hold that information
• Q4b. How many of those interact with at least one other system (e.g. using API calls)? We do not hold that information
• Q5. What services are provided to Residents by the Authority (e.g. Taxi Licensing, Waste, Education, Planning Applications, etc.) Available on our website
• Q6a. Does the Authority have an online portal for Residents? Yes
• Q7b. What is the uptake by residents as a percentage within the authority? See our report to Strategic (O&S) Committee November 2018 available on our website
• Q7. What percentage of services in Q4 are accessible to Residents online using Single Sign On (SSO) on the portal? We currently do not offer SSO.
• Q8. What was the Authority’s annual spend for 2017-18? Available in the councils MTFS approved in February 2018 on our website
• Q9. What was the Authority’s annual spend for 2017-18 for software licensing? £339,844.31
• Q10. What was the Authority’s annual spend for 2017-18 for payroll of employees, agency staff, and contractors? Available in the councils MTFS approved in February 2018 on our website
• Q11. Does the Authority use a Customer Relationship Management (CRM) System? Yes
• (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? We have 3 CRMs dating from the mid 2000s with the latest launching in November 2017.
• Q12b. How long did the implementation take? See our reports to Strategic (O&S) committee
• Q12c. What were the main obstacles encountered to the implementation? (See "CRM Challenges" below, please state all that apply) See our reports to Strategic (O&S) Committee
• 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? Residents
• CRM Challenges
o Integration of different data sources into a single system
o Training users to effectively use the solution
o Participation of different departments within the authority
o Integration with existing back-office applications
o Promoting
o Usage
o Funding
o Other (please specify)

If you are dissatisfied with the handling of your request, you have the right to ask for an internal review.

Internal review requests should be submitted within 2 months of the date of receipt of the response to your original request and should be addressed to :

Bal Nahal
Head of Legal, Property & Democratic Services
Solicitor/Monitoring Officer
Lichfield District Council
District Council House
Frog Lane
Lichfield
Staffordshire
WS13 6YX

If you are still dissatisfied with the Council’s response after the internal review, you have a right to appeal to the Information Commissioner at :

Information Commissioners’ Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Tel no: 0303-123-1113
Website: www.ico.gov.uk

Kind regards

Laura

Laura Brentnall
Personal Assistant to Leadership Team
Lichfield District Council

District Council House, Frog Lane, Lichfield, Staffordshire WS13 6YY
T: 01543 308775
E: [email address]

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