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Website Management Framework: Executive Summary

Since 1996 the Victorian Government has made extensive use of the Internet to enhance the quality and accessibility of service delivery. In 2002 Putting People at the Centre further extended the vision of seamlessly linked programs and resources to assist in realising the Government’s goals for the decade as outlined in Growing Victoria Together.

In common with many large and complex federated organisations much of the Internet development in the past 5 years has been coordinated only at a Department/Agency level. A recent government review and the independent Hiser Report have highlighted that as a result of this ad hoc approach the presentation, content and delivery of online services is inconsistent across the federation. This is an important issue for citizens who become overwhelmed with the number of sites and confused with the variety of interfaces that they are presented with. This also creates a perception that Government is not a single coordinated entity. In addition to the opportunity to enhance citizen service through the adoption of a more integrated approach there is also an opportunity to achieve other improvements including:

• Better alignment with the Victorian Government’s communications and service delivery strategies;
• Better management of cost, quality and security of online services;
• Improved ability to support the inevitable take-up of seamlessly delivered online services by establishing a more rapid and cost effective environment;
• Better return on the current level of annual investment on the management of websites.

The Website Management Framework will establish a whole-of-government practice for planning, creating, operating and retiring websites that is in line with the management and governance policies of the Victorian Government, such as Sustaining Our Assets. It takes into account the expected changes that will occur over the next few years driven by changing citizen expectations and changing capabilities in technology.

The Website Management Framework comprises five key elements:

• A vision and strategy to transform the management of websites in the Victorian Government;
• A set of guiding principles and minimum standards to guide the transformation
• A governance structure and processes for the management of the websites on a whole-of-government basis
• Identification of the Critical Implementation Activities that will inform the transformation plan needed to implement the Framework
• A business case that supports the implementation of the Framework

The Website Management Framework is designed around a Partnership Model that combines central, whole-of-government coordination with the recognition that the Victorian Government management model requires that Departments/Agencies retain the capability to identify priorities and manage resources on a day to day basis. The key features of the Website Management Framework include:

• The empowerment of the CIO to govern the use of websites as a consistent, high quality and cost effective service delivery channel for the Victorian Government;
• The establishment of a small central organisation within the Office of the CIO to complement the Department/Agency level resources by facilitating consistency and sharing and overseeing quality and best practice;
• The establishment of performance monitoring processes
• The maintenance of a capability at Department/Agency level for website development, maintenance and management as well as content creation within a common framework of principles, guidelines and governance;
• The implementation of appropriate governance processes that support strategic alignment, value delivery, risk and performance management overseen by a ICT Policy Committee to advise the CIO in his responsibilities to the Department Secretaries;
• The establishment of financial processes that support the vision and provide the capability to invest in continually improving the effectiveness of the web as a service delivery channel for the Victorian Government;
• The enhancement of the eServices Panel to ensure that Departments/Agencies have access to consistently high quality resources and the sharing of experience.

The adoption of the Website Management Framework will be facilitated by a pragmatic and adequately resourced program of critical implementation activities and projects to be executed over the next two years. The activities include:

• Communication of the Web Management Framework and its processes to all stakeholders;
• Establishment of the implementation governance bodies both within the Office of the CIO and the Departments;
• Implementation of the Business Case - Development and implementation of the monitoring and reporting processes;
• Rationalisation and migration of existing websites in alignment with the Website Management framework standards and guidelines.

The adoption of the Website Management Framework represents an opportunity for the Victorian Government to once again take a lead in the effective and efficient use of technology to enhance service delivery. This will aid in the achievement of its policy goals and is an important step towards the adoption of the whole-of-government online service vision adopted as part of Putting People at the Centre.

Last updated: 21 December 2005

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