Web services governance
This governance framework outlines the objectives of Wycombe District Council (WDC) web services, explains management roles and processes for colleagues and users, and sets out good practice principles for ongoing improvement.
The council's websites, intranet and digital media (or 'web services') are intended to provide:
- accessible and easy-to-use services
- relevant, accurate and up-to-date information
- communications channels to inform and engage
Roles and responsibilities
Management and development of council websites is the responsibility of the Web Services Team as part of the Corporate Communications Team with support and advice from Communications, Policy and ICT colleagues.
Ensuring their information is always up to date is the responsibility of each service. Heads of service are accountable for the accuracy of this information and will ensure suitable representatives monitor their information on a regular basis, making updates as required.
Requests and questions about new web services should be made to the Web Services Team and include an explanation of the user need in each case. Services must adhere to AA accessibility standards. The Web Services Team will also review changes to existing pages for consistency of presentation and as part of the publishing workflow process.
Requests for new digital content should be submitted to the Web Services Team. Dependent upon the nature and quality of the content, they will:
- approve the request for immediate action
- review the request in more detail, which may require asking for clarification from the requester
- decline the request, explaining why it is not appropriate – for example, if there is no clear need, if it's an editorial request or if the need can be met with existing content
Updates to existing content should only be made where there is a change in the service. Changes can be made by department editors, adhering to guidance from the Web Services Team. The Web Services Team may ask for clarification from the content editor or recommend changes to help maintain quality and user focus.
Information should be published in HTML format unless there is a clear need to do otherwise, in which case other open formats, including PDF and CSV, should be used. Official documents should be made available online as part of the publishing process, adhering to the council's records management guidelines.
Information intended for public use should be published on wycombe.gov.uk and made available to staff through links on the intranet where necessary. Where information is provided by another organisation, WDC content should link to it to avoid duplication.
How to question a decision
If you are unhappy with a publishing decision, please discuss the issue again with your Web Services Team contact, considering alternatives. If the issue still cannot be resolved it can be escalated to web management and then, if necessary, to the Corporate Communications Team Leader and Head of Democratic, Legal and Policy Services.
Structure and design
The structure of WDC websites, including changes to information architecture and navigation, is informed by the analysis of usage data and by emerging good practice.
Homepages and navigation are focused first on user needs and top customer tasks, with access to council news and campaigns also provided. Changes must not be influenced by opinion or personal preference.
Visual design (including use of colour, text style and page layout) must focus on the needs of site users and adhere to council branding guidelines, but not be driven by it.
Forums and discussion
The intranet will provide a forum for discussion, sharing and comment, to encourage communication and collaboration across department and location boundaries.
Posts and comments must adhere to Information Security Acceptable Usage Guidelines and norms of workplace behaviour. Inappropriate use of discussion tools may be subject to disciplinary action. House rules will be published on the intranet.
Review and improvement
To maintain high quality web services, we will continuously review and improve this site, aiming to work to the principles of the Local Government Digital Service Standard.
Statistics and other usage data will be routinely published and analysed to highlight performance and opportunities for improvement. Web Services officers will meet regularly with service areas to support the needs of the business and requests for changes will be considered against these analytics.
Periodic qualitative evaluation should also be made to gather more specific or topical views from users, through surveys, polls, online forums and face to face conversations.
This framework will be reviewed regularly to take account of changes in technology, accountabilities and emerging good practice.