FOI request (FOIR-105170571)

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)