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include high-level liaison with Service Birmingham and the full time Head of Customer Service Delivery is in
Directorates, and financial oversight accountability. In the place (reporting into the AD Customer Services)
context of current budgetary and headcount issues, we who is managing web development on a day to
recognise that this may not be a full-time role but we day basis. These roles liaise directly with the
nonetheless recommend this. Service Birmingham Web Services Manager as
9. 4.3.3 18 We believe that BCC should allocate a full-time “Web appropriate.
Manager” reporting to the Director and this person must be in
overall effective day-to-day charge of web development in all
its aspects.
10. 4.3.5 18 It should be clear to all BCC personnel that this Web Manager
is ‘in charge’ of all web-related matters for the entire
organisation, with the Web Services senior manager/Director
being the ultimate decision-maker regarding strategic matters,
with relevant advice and opinions being taken from other
Directorates and Departments.
11. 4.3.4 18 This Web Manager should be responsible for day-to-day Service Birmingham put in place a full-time, Sept 2010
management of all parties involved and have overall dedicated Web Services Manager position from
responsibility for communication with the Directorates to July 2009. This person regularly meets with the
ensure needs are being met. We recommend that Service council’s Head of Customer Service Delivery to
Birmingham should have a similar person at the same level discuss strategy, agree priorities and review
and that this person should report into BCC’s Web Manager. progress.
12. 4.3.6 18 This should be equally clear to BCC’s chosen provider of Service Birmingham is very clear that the web N/A
technical services, Service Birmingham. strategy and their priorities and objectives are set
by the Head of Customer Service Delivery. All
recommendations and planned changes are co-
ordinated with the BCC governance team to
ensure strategic objectives are achieved.
13. 4.3.7 18 We recommend that the current BCC Web Services Steering This recommendation will be actioned once the Sept 2010
Group’s composition be revisited and should meet on a restructure of the Chief Execs Directorate and the
fortnightly basis until all of the Web CMS project’s objectives subsequent proposed move of the Customer
have been met. Thereafter it should meet on a monthly basis. Service function is agreed
It should be chaired by the proposed Web Services senior
manager/Director and co-ordinated by the Web Manager. We In the meantime, regular fortnightly meetings are
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recommend that the revised Group should comprise: held with Key BCC and Service Birmingham
• Two representatives from the Directorates at web editor stakeholders to ensure BCC’s web strategy is
level being moved forward in the appropriate way.
• A senior representative from Customer Services, if web
services are not run by CS
• The Programme Manager for Customer First
• The Programme Manager for Excellence in People
Management
• An appointed “Social Media (Web) Communications
Officer” from Public Affairs and Communications, or the
Head of Creative Services
• The BCC Web Team Manager
• The BCC Corporate Accessible Information Officer
• A dedicated Project Accountant from Finance
14. 4.3.8 19 We recommend that the Web Manager, the Web Steering This recommendation will be considered and if Sept 2010
Group, and the BCC Web Team has full sight of all appropriate, actioned once the restructure of the
specifications and contracts, including full and detailed Chief Execs Directorate and the subsequent
financial information. proposed move of the Customer Service function
is agreed
15. 4.3.9 19 As stated above we recommend that within the Finance The Corporate Finance function has agreed that N/A
function should be a nominated person (the “Dedicated all major projects will have a ‘dedicated’ project
Project Accountant”) for web-related work, serving the Web accountant.
Manager in financial matters. We understand that this has
now been actioned by the Finance function.
16. 4.3.10 19 In organisational terms we recommend that below the Web This recommendation will be actioned once the Sept 2010
Manager should be the Manager of the BCC Web Team. restructure of the Chief Execs Directorate and the
Whilst Service Birmingham are charged with delivering the subsequent proposed move of the Customer
work required, it is our opinion that BCC should retain a fully- Service function is agreed
staffed Web Team capable of monitoring, advising, and
assisting the Directorates. In the meantime, the BCC Web Team maintains
the delivery of the corporate website and is
undertaking this function
17. 4.3.11 19 We feel that Service Birmingham would wish to act in the Within Service Birmingham, the ICT Director has N/A
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same way. There needs to be clear accountability and ultimate accountability for the delivery of web
effective lines of communication. The allocation of a Director solutions for the council. Reporting to the ICT
at Service Birmingham in overall charge of BCC’s web needs, Director is the Head of ICT Applications who is
reporting to BCC’s proposed “Web Services Director”, is responsible for all IT Systems, including the
important in our view. A senior manager at SB should also be corporate website solutions. The Web Services
allocated for all communication with BCC’s Web Manager. Manager reports to the Head of ICT Applications,
and has day to day responsibility for delivering
agreed actions and has a clear escalation route
for any issues that arise. The Web Services
Manager also has responsibility for
communication with the council regarding web
related matters. The Web Services Manager and
the Head of ICT Applications meet frequently with
the BCC Head of Customer Service Delivery. The
Head of Applications and the ICT Director engage
directly with the BCC AD for Customer Services
on more strategic matters as appropriate.
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with this project will be taken into account when
risk assessing any future web based projects.
25. 8.1.3 27 Given that further developments and improvements are taking We support this recommendation Dec 2010
place with the CMS, it is our recommendation that additional
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training be provided to all super-users. Fatwire v7.5 is scheduled for late in Q3 2010, and
a training programme will be agreed as part of the
A new version of the FatWire Content Management software implementation plan for that new release of the
is apparently planned for implementation in 2010 and it would product.
seem advisable that changes in using the system are the
subject of a new training session. At the very least a training
bulletin could perhaps be drafted and sent to all users prior to
the implementation of FatWire v.7.5.
Recommendations regarding Outstanding Scoping Issues (Web Projects)
26. 10.6.1.1 We recommend that a thorough assessment be undertaken by We support this recommendation and a review of Sept 2010
BCC of what are thought to have been the agreed project outstanding issues has been undertaken and is
deliverables and that any outstanding issues be raised with being assessed against the planned upgrade to
Service Birmingham. Fatwire v.7.5.
27. 10.6.1.2 Timescales for rectification then need to be agreed and we Since the go-live deployment, outstanding issue Sept 2010
further recommend that a communication be made to the CMS lists have been prioritised by the BCC web team
users in respect of this. BCC personnel have been very in terms of their impact to operations, and those
patient in our opinion and it is important that they are aware priorities have driven a shared delivery plan
that their concerns are being heeded and that continuing agreed with the Service Birmingham Web
progress is being made. Services Manager.
28. 10.6.1.3 Based on dialogue in January 2010 with those involved in the Both within BCC and Service Birmingham, Sept 2010
ongoing development of the Web CMS services, it seems that governance around live service and future
a tighter control is now being imposed on future specifications, deliveries has been formalised. This includes
deadlines and costs. That said, we continue to recommend a refreshed processes and procedures to ensure
more robust command and control structure be put in place, scoping and delivery of change is managed with
as outlined in the ‘Governance’ section of this Report. improved control and structure.
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translated into clear specifications for both
technical and non-technical groups to receive a
common understanding of what is being defined
30. 10.6.2.2 35 We suggest there then needs to be a review process where We support this recommendation. Sept 2010
the technical specification is explored with the Web Team and
Service Birmingham in terms of its approximate time and any Service Birmingham, within the ICT Applications
cost implications. This would allow the business to redefine its Service Line, has launched a Requirements
objectives if necessary, based on the relative importance of Management function, and in the revised process,
requests that had been made and the associated costs to factors in time to non-technical solution proposal
implement these. walk throughs for the customer (in this case the
BCC web team). This provides the opportunity for
The end result should be a project which constantly combines revision of objectives where necessary,
real business needs with reasonable timings and costs to
achieve them.
31. 10.6.2.3 36 We recommend that this process be managed by the We support this recommendation. The Sept 2010
proposed Web Steering Group mentioned in the Governance arrangements for future web governance have
and Management section of this [i.e. the review] Report. been agreed corporately. Implementation is the
responsibility of the AD (Customer Services).
Recommendations regarding Web Project Programmes
32. 11.3 37 Management issues and recommendations are discussed The appointment of the Head of Projects & Sept 2010
elsewhere in this Report. In this section we would make one Programmes for the Council to review and
recommendation in respect of deadlines on projects of this implement a corporate approach to the improved
nature. We have stated above that web projects rarely go management of projects and programmes across
according to plan. Doubtless this will be contested by some the whole council will review this recommendation
internet specialists but it is our experience built up over many in the light of their wider remit
years.
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• The technical teams should continue to attempt to deliver
what they have promised within the set dates, but the
overall programme as reported to the business will contain
the more likely dates for delivery.
Design Recommendations
33. 12.1.1.1 40 We understand that the website has not had the benefit of a
specialist web designer creating a more visually-appealing site
template and a range of graphics to assist in making key
The website continues to evolve through
information stand out.
Customer Services, the Customer First Sept 2010
34. 12.1.1.2 40 There is also a need for more dynamic visual elements, which
programme and the directorates.
could also be dealt with by an external agency.
35. 12.1.1.3 40 We recommend that these be given consideration by the
proposed Web Steering Group.
CMS Recommendations
36. 12.7.5.1 We recommend that BCC discusses this with Service The Head of Customer Service Delivery is Sept 2010
Birmingham, with timings agreed, in order to meet the original currently reviewing all outstanding defects from
specifications if these have not been met. original project delivery, in context of de-scoping
any which will be resolved by the upgrade to
Fatwire 7.5; prioritising those which impact on
customers (e.g. accessibility) and users. A review
of all customisations is also underway, removing
any which are superseded by the upgrade or
which are deemed unnecessary (on the basis that
retaining customisation will affect future upgrades)
with a view to reducing customisation where
possible. A review of delivered functionality
against what was specified will be built into this
process, but has not yet been completed.
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37. 12.7.5.2 The current system of only being able to upload new content We accept that a review of content upload should Jan 2011
twice per day is not viewed well by users. We recommend be undertaken once the upgrade to Fatwire 7.5
that this be reviewed and resolved by Service Birmingham. has been implemented in discussion with Service
Birmingham. Current recommendations from
Service Birmingham are that exceeding the two
publishing slots de-stablises the site affecting all
users; therefore actions and reassurance is
required from SB re. stability before BCC can
authorise more regular publishing slots.
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about the process which has been recommended and
approved.
40. 12.7.5.5 We recommend that new, updated guidance notes be issued
to all web editors in the Directorates regarding corporate
standards of content production. The Directorates’ web
editors will then be responsible for adherence to those
ongoing management and governance of the site,
standards and considerable efficiencies will be achieved by
through the proposed Steering Group. There
content being delivered at Directorate level via the CMS.
should be a review of all site content with a view
41. 12.7.5.6 We recommend that an “Approval Required” list be produced to reducing the overall size of the site, ensuring
of all key and most-visited pages and sent to all Directorates content is customer driven (not service area) and
for comment and agreement. Once agreed, it will then be adheres to the highest standards.
clear which pages cannot be edited and published at web
editor level.
Accessibility Recommendations
42. 13.4.2.1 We recommend that the BCC’s Corporate Accessible We support this recommendation. July 2010
Information Officer be appointed to the proposed Web
Steering Group or any other such body which becomes
responsible for decision-making regarding the BCC website.
43. 13.4.2.2 The ‘accessibility’ information needs to be changed as a We support this recommendation. Revised July 2010
matter of urgency as it is unacceptable. The accessibility link content is in progress however resource
in the top banner of every page needs to link to a page pressures as a result of the Customer First Rollout
providing the information normally expected by persons with and subsequent stabilisation has taken
disabilities. precedence. Head of Customer Service Delivery
is to review with the Self Service team with a view
to agreeing a date.
44. 13.4.2.3 Implement font-size and colour options, in the same way that This functionality will be implemented as part of March 2011
‘Adult Care in Brum’ have done. This example is shown the ongoing development of the website.
below:-
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Font Size
You can use the icons above to change the text size
Contrast
45. 13.4.2.4 Validate the code of all key pages using We support this recommendation. Revised March 2011
http://validator.w3.org/ , and place the W3C validation icon in content is in progress however resource
the footer:- pressures as a result of the Customer First Rollout
and subsequent stabilisation has taken
precedence. Head of Customer Service Delivery
is to review with the Self Service team with a view
to agreeing a date.
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standards in terms of understandability as well as
technically. Implementation of this corporately will
be overseen by the Web Steering Group
47. 13.4.2.6 Implement Browsealoud – the spoken system recommended We support this recommendation. Revised March 2011
by the RNIB – or a similar system. content is in progress however resource
pressures as a result of the Customer First Rollout
and subsequent stabilisation has taken
precedence. Head of Customer Service Delivery
is to review with the Self Service team with a view
to agreeing a date.
The monitoring of the implementation of this Action Plan lies with the web Steering Group.
20 May 2010
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