CRM Information
Dear Lancashire County Council,
Please can you provide the following information.
Who is your current CRM/ Customer services software supplier? (If you do not have a specific piece of software that manages your customer enquiries then please provide a brief outline of how these are managed including recording and resolution.)
When does their contract come to an end?
How long have you used this provider for, for this service?
What is the annual minimum contract value?
Yours faithfully,
Steve Roberts
Dear Mr Roberts,
Request for information
We are writing to acknowledge receipt of your email dated 17/05/18, in
which you request the disclosure of information.
We can confirm that your enquiry will now be assigned to an officer who
will commence a search for the information you require and they will
respond in due course. The deadline date for issuing you with full
response is 15/06/18. We will endeavour to provide a response well in
advance of this date, however, should we envisage any delays, or require
more details from you, we will contact you immediately.
If you have any queries about the above, please do not hesitate to contact
us, quoting ref. 945.814
Yours sincerely
Information Governance Team
Legal and Democratic Service
Lancashire County Council
PO Box 78
County Hall
PR1 8XJ
[1][email address]
[2]www.lancashire.gov.uk
Dear Freedom of Information,
Please can you send your response promptly as you are already in breech of the timelines.
Yours sincerely,
Steve Roberts
Dear Mr Roberts,
Please accept our apologies for the delay in issuing this response.
The answers are as follows:
Q: Who is your current CRM/ Customer services software supplier? (If you do not have a specific piece of software that manages your customer enquiries then please provide a brief outline of how these are managed including recording and resolution.)
A: Acorn - Internally developed system managed by BT Lancashire Services.
Q: When does their contract come to an end?
A: N/A
Q: How long have you used this provider for, for this service?
A: N/A
Q: What is the annual minimum contract value?
A: The information is held by BT Lancashire Services. BT Lancashire Services is a wholly owned subsidiary of BT delivering services for Lancashire County Council. As the company is 100% owned by BT they follow the BT procurement rules, which means suppliers where appropriate, are selected from the BT portfolio of contracted suppliers. BT conducts a vast range of procurement activities with thousands of suppliers around the globe. They are committed to ensuring that all of their dealings with suppliers - from selection and consultation, to recognition and payment - are conducted in accordance with the principles of fair and ethical trading.
http://www.selling2bt.bt.com/ covers the way BT work and how to sell to BT.
The contracts in question are contracts between BT and sub-contractors so the terms of the agreements including renewal dates and any commercial information are not subject to FOI.
We apologise once again for the delay in issuing this response.
Yours sincerely,
Information Governance Team
Lancashire County Council
Dear Freedom of Information,
Than k you for the information, for contract period and date of renewal you have put not applicable? Can you please explain why its not applicable?
Yours sincerely,
Steve Roberts
Dear Mr Roberts,
Apologies for the confusion. The 'N/A' answers were because these are tasks performed by BT Lancashire Services as part of the overall contract to supply ICT services to Lancashire County Council.
Yours sincerely,
Information Governance Team
Lancashire County Council
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