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HomeMy WebLinkAboutAdministrative Order No. 2018-01 Web Governance Policy BOZE MAN MT City Management ADMINISTRATIVE ORDER NO. 2018-01 Adopting the Web Governance Policy dated January 5, 2018. The Web Governance Policy was designed by the City of Bozeman IT Department to support the City of Bozeman's vision and goals for our external web presence. It identifies where the City intends to go with the web-related programs and how it intends to deliver high quality, understandable and useful web services. The Web Governance Policy has three sub categories including: Vision for the City Website, City Website Goals and Objectives, Web Governance Structure and Standards for City of Bozeman Web Pages. For details on the vision and goals of the web page, please see the attached policy for more information. BE IT HEREBY ORDERED that the Web Governance Policy is hereby adopted. This Administrative Order is effective March 1, 2018. Dated this 1St day of February, 2018 Andrea Su ratt City Manager 01P.O.21 North Rouse Avenue Box 1230 Bozeman, . O 41. 1. © 41. 44 .• TDD 406-582-2301 THE MOST LIVABLE PLACE. BOZ E MAN MT Information Technology Web Governance Policy This policy supports the City of Bozeman's vision and goals for our external web presence. It identifies where the City intends to go with web-related programs and how it intends to deliver high quality, understandable and useful web services. Section 1. Vision for the City Website The City will use the web to serve citizens, to open government to its citizens, and to support the processes necessary to achieve our mission. Our website will offer complete information and secure processes for citizens transacting business with the City's departments. When citizens interact with the City, they will be able to: • Get the information or service they want in an easy and intuitive manner. Easily find complete and understandable answers to their questions • Complete basic transactions online, such as filling out forms or applying for programs • Get clear and accurate instructions on where to start a process and what happens next This is the vision that guides our long-term goals and objectives. Section 2. City Website Goals and Objectives Goal 1. Improve the quality and ease-of-use of City websites by identifying and enhancing the efficiency of the most used tasks, making those tasks easier to find, and eliminating content that is outdated, redundant, and inaccurate. Users will be able to find information and processes without having to figure out which part of our City provides it. To achieve this goal, we will: • Identify the most used (top) tasks • Improve the efficiency of the top tasks 1 Web Governance Policy January 5, 2018 • Improve the design of the home page to make it easier to find the top tasks • Require Directors & Managers to regularly review and certify that their web content is relevant, and is both current and accurate • Establish an annual review process to verify and enhance top tasks, making changes to the home page as top tasks change over time • Work across departments to consolidate and/or link top tasks to help citizens get complete information and follow logical sequences • Use new/social media tools to inform and educate customers about our services Goal 2: Improve customer service by simplifying our communication with citizens on City websites and through new media. Improvements will include changes to content organization, written content, and methods (e.g. Social Media,use of Forms) of delivery. To achieve this goal, we will: • Train all employees who routinely contribute to the website to write for the web, using the principles of plain language • Increase the number of processes or communications that can be initiated with web-based forms. • Develop and implement a process to review and—where needed—rewrite web content to make it easier to understand and use • Organize content that is not frequently accessed into documents that can be referenced as needed. Goal 3: Maintain and improve the efficiency and effectiveness of the website through increased communication with the many City employees that are involved in web content management. The objective of the communication is to teach and ensure that the initially adopted website re-design elements will be upheld, over time; simple design, plain-language, top tasks, and process-based content. To achieve this goal, we will: • Provide regular training, both on-demand and scheduled sessions, for all new web content editors. This training will address the technical aspects of using the Content Management System (CMS) and the branding, content, and other policies. • Establish a quarterly meeting of all department content editors to review website status, progress on objectives, and to prepare future plans. Future plans will include discussion of tasks or"business"that is currently not conducted online and if/when/how those processes should be automated. Create a semi-annual e-newsletter for all department content Directors, acknowledging excellence in department web content & achievements and keeping them informed on the latest analytical data. This information will be reported to the Director Team and City Director at a regular Director Team meeting. 2 Web Governance Policy January 5, 2018 Section 3. Web Governance Structure The City's web presence is governed by the City Manager, and is delegated to the Information Technology(IT) Director. The IT Director is charged with responsibility for establishing and managing the processes needed to ensure a continuing effective external web presence. This is accomplished by working with departments that utilize the web as a major tool for conducting business with external stakeholders. Departments are responsible for the creation of their own content, in accordance with adopted rules and standards. Department Content Management Teams: 1. Web Content Manager: Each department has at least one assigned Web Content Manager, responsible for the web presence for his/her respective departments and service areas. • Oversees the content of that department's webpages, to ensure currency, relevancy and accuracy. • Appoints the department's Approver(s) and Editor(s) and credits their accomplishments via annual performance review. • Is accountable for the quality, relevance, and currency of department publications and documents. 2. Department Approver: Each Department shall have at least one person assigned as the Approver for website content. • Reviews and approves content that is ready for publication outside of the department. • Department's quality advocate; communicates Web Governance policy, procedures, and guidelines to Editors. • The person who manages the content review for the department and works with Editors to update the content. 3. Web Editor: Departments may have multiple people assigned to edit content on their webpages. Only Editors who have received formal training will receive access to the Website CMS. • Develops Web Content for publication to webpages • Responsible for finding and fixing broken links on pages, changing content as situations warrant. 3 Web Governance Policy January 5, 2018 Section 4. Standards for City of Bozeman Web Pages 1. The City will maintain a Unified Website consisting of. A single URL and domain name, a small number of standard web templates that must be used, and a consolidated server environment. • The City uses the domain of Bozeman.net for external-facing purposes. All City departments, divisions, programs, services, or other operating units of the City should use the official City domain: Bozeman.net. All subsites that serve City programs should be entered through Bozeman.net with no other visible URL unless approved by the IT Director. • No department or group may purchase or acquire a different URL for the use or web-presence of any City of Bozeman department, advisory group or function without the express approval of the IT Director. 2. The City website is the primary location for all City information. All information must be placed on the website prior to posting to social media. It is strongly recommended that editors use the simultaneous post function of the new CMS to post to the website and appropriate social media channels at the same time. No content is to be posted to social media only. 3. Editors must use the City's Web templates (which include header and footer navigation bars) on all Webpages. 4. Editors must use Components when there is a Component that is made for the type of content that is being produced i.e. • Documents must be loaded into the documents library component and then linked from the library • Photos must be placed into the photo library component and then linked from the library • FAQ types of content must be placed in the FAQ component • Staff and facility directory information must be placed into the staff and facilities directory components ETC. • A list of components that are available and what their functions are will be provided to each web editor as part of the City Website Style Guide. 5. All Bozeman'logos will link back to the official home page or department page, as indicated. Use and presentation of logos will follow the City of Bozeman Brand Guidelines which will be included as part of the City Website Style Guide. 4 Web Governance Policy January 5, 2018 6. All webpages will be accessible to all, especially including the visually challenged accessing the Web through non-traditional means. 7. All content must meet the standards established in the City Website Style Guide; 8. Standards for Links: Links to commercial and non-profit sites are permitted on an educational basis; however, the links themselves must not be misconstrued as advertisements (logos and trademarks are prohibited, even if permission is granted for their use by the organization, and even if the images are not links). They must not be done in such a way as to give the appearance of the approval, support, or endorsement of City of Bozeman. A disclaimer disavowing endorsement may be appropriate. 9. If a document you are linking to exists in the Laserfiche Repository, the link should go directly to the laserfiche document. Do not upload a separate pdf of the document to the Vision CMS document center. 10. Professional-quality photography and video help make the City's website attractive and contribute to a positive image of the City of Bozeman. Use documentary-style images that capture authentic and vibrant interactions among residents and services. Avoid artificial looking or obviously posed photos whenever possible. Ensure that all photos used are actually of Bozeman and surrounding areas of the City. All photos used on the website must use "alt text"tags to maintain ADA compliance for those who are visually impaired. 11. All Web Editors are responsible for ensuring that links are live and tested. Links should take users to sites that have current and accurate information. 12. All Web Editors should be familiar with and follow ADA Accessibility Compliance guidelines. The City Web Developer will run all site pages through a W3C compliant validation product annually to ensure Section 508C and WCAG 2.0 AA compliance for the disabled. 13. Wherever possible,fillable forms should be made available online and placed into the forms component of the CMS. All new forms created in the CMS must be created as a Tillable form. Fillable PDF's may be appropriate for some situations that require the citizen to provide physical printed copies. Online Tillable forms will greatly improve our level of customer service and satisfaction while reducing workloads on staff. 14. Web analytics will determine the priorities of what data is placed on the website. Departments can request analytics specific to their departments from the Web Developer. 15. Any content or design for the website that is performed by non-city employees (i.e. contractors)must fully comply with all aspects of this governance document and style guide. 5 Web Governance Policy January 5, 2018 i i i I i I