Digital governance framework overview v1.2

Digital Transformation Project

Digital Governance Implementation

Framework OverviewWednesday, 22 June 2016

Digital governance...

What is digital governance...?


It enables responsiveness by clarifying roles, responsibilities and connections for a collaborative team.

Lisa WelchmanManaging Chaos

Digital Governance by Design


Digital governance is the basis of our distributed content & centralised support model.

CMS User

Core Digit

al Team Faculty

Digital Officer

CMS User

CMS User

CMS User

CMS User

Lead

User

CMS Approval

Cycle

CMS Publishin

g

Faculty / Business Unit Management

Auditing & Management

Reports

Change Initiation

Change Management Process

Request For

Change

Directorate Change Initiators

Change Initiation

CMS Dev

Team

Change Initiation

Change Initiation

Centralised support

Distributed content


It is NOT about creating a digital silo or having the core digital team decide everything and run everything!

Why is digital governance so important...?

Digital Transformation – Core Principles

Effective Communicat

ion & Engagement

Strong Programme Framework

Good Governanc

e

Digital governance is a core principle of an effective digital channel

The University Digital Board has provided clear direction that digital governance is one of the core principles of an effective Queen’s digital channel.

2 key reasons why digital governance is so important...

1. Current poor digital governance exposes the University to risk and liability.

2. Good digital governance will make us more effective in achieving our business objectives.

Ident i fy & pr ior i t i se requi rements

Set pol ic ies based on

requi rements

Create controls to administer , enforce and remediate standards and

procedures

Digital governance framework…Di

gita

l Gov

erna

nce

Risks

Business Objectives Policy Standards &

Guidelines Procedures Implementation & Remediation

Legal & Regulatory

Magus Research Ltd and ActiveStandards Inc

Why is digital governance so important...?

What is the scope of our digital governance...?


The scope is defined in the Digital Governance Policy & Code of Practice

Approved by University Digital Board and University Operating Board


“Core digital channels that support the University’s Global Vision and Strategic Priorities”


“The University Digital Policy is deemed to include all web pages whose addresses (URLs) contain a domain (e.g. qub.ac.uk) associated with the University or one of its organisational units, or are hosted on a server at the University.

The Policy includes all social media accounts maintained by staff or students which could reasonably be deemed as having a relationship with the University.

The policy relates to all aspects of the University’s digital channels, including design, content, development, network and infrastructure.”


“In addition, any organisations which are employed by the University to carry out work on its behalf (e.g. consultants, agencies, suppliers), must also be made aware of and follow this policy and its supporting standards and guidelines”


“Courseware, including scholarly work, student work and learning and teaching materials are NOT covered in this policy.”

Digital Governance Structure



requi rements


procedures


gita

l Gov

erna

nce

Risks



Legal & Regulatory


Digital governance structure...

Through the Digital Transformation Project the University has developed a digital governance framework that clearly set out well defined roles, responsibilities and accountability of stakeholders in the overall Queen’s Digital Presence.


The digital governance framework includes digital management structures and a Digital Governance Policy to promote consistency across the University’s core digital channels and to provide guidance to staff in the management of our digital content.


University Digital Board

Digital Technical Project Board

(Evolvement of TSWG)

Digital Operations Group

(Change Advisory)

Service Desk

Digital Management

Group

News & Content Editorial Group

Leadership and Strategy

People, Process and Technology

Digital Governance

Groups






(Change Advisory)

Service Desk

Digital Management

Group


Leadership and Strategy


Digital Governance

Groups






(Change Advisory)

Service Desk

Digital Management

Group


Leadership and StrategyUniversity Digital BoardPurpose: Oversee the delivery of the University’s Digital Channel Vision






(Change Advisory)

Service Desk

Digital Management

Group



Digital Technical Project BoardPurpose: Consider the technical business requirements for future Digital Channel developments as identified by Digital Board and Digital Management Group






(Change Advisory)

Service Desk

Digital Management

Group



Digital Management GroupPurpose: Set the forward digital marketing and communications plan and digital channel development plan for the University aligned to target user needs and the business objectives.






(Change Advisory)

Service Desk

Digital Management

Group



Digital Operations Group(Change Advisory)Purpose: A working group developed to plan out new development projects and collectively consider and approve standard University wide requests for new websites and/or social pages.

Steering Groups Core Team


Digital Management Group

Digital Technical Group



ASAGDigital Learning Group

MRCI Management Group

Marketing & Communications

Information Services (IS)

Digital Transformation Project Board

Digital Governance Sponsorship & Advocacy

Queen's University Digital Governance A R R C C I I I R R R

Digital Strategy

Digital Strategy A R C I C C I I

Digital Policy

Policy Authoring I I I I I I I I R R A

Digital Standards

Design Standards A C R

Editorial Standards A R R

Network & Infrastructure A I R

Applications, Publishing & Development C A R

Digital governance structure responsibility matrix (RACI)…


Request for Change Process

Provide structure…Our site needs a major redesignWe need a site for a research project – where do we go?Where do I get help for SEO?We need our video to be available in ChinaWe need a video for the School web pagesWe have a site but we would like it within the CMSWe want to promote something through Facebook – what is the best way to do this?What web address should I use?Our School needs a unique look and feel

Make it easier for business owners to get meaningful responses through consistent workflow…

Agree candidates to be put forward as Request for Change / Support and ensure that only relevant and appropriate requests are raisedSubmit Request for Change / SupportTest & approve changes

Business owners

Change Advisory

Assess change riskAssess change impactEscalate change request as requiredPrioritise change requestApprove or reject change request

CMS User

Core Digit

al Team Faculty

Digital Officer

CMS User

CMS User

CMS User

CMS User

Lead

User

CMS Approval

Cycle

CMS Publishin

g

Faculty / Business Unit Management

Auditing & Management

Reports

Change Initiation

Change Management Process

Request For

Change

Directorate Change Initiators

Change Initiation

CMS Dev

Team

Change Initiation

Change Initiation

Centralised support

Distributed content

Change Sponsor (Business Unit

Manager / BDO)

Change Initiator(Only approved

Change Initiators can initiate a

change)

Request a New Site

1Develop Existing Site or

Request for

Support

2

Through clarifying roles, responsibilities and processes…

*Non Business as Usual

StandardConten

t Approval Cycle

Business as Usual /

Standard Change

Standard change Standard Changes represent normal business as usual carried out by digital contributors across the University faculties, schools and support units following the University's digital standards and guidelines and within the normal distributed content approval process.

Standard changes are pre-authorised and DO NOT require an RFC to be completed.

Minor, significant or major change


Manager / BDO)



change)

Request a New Site


Request for

Support

2

Change Category

Request logged, analysed & assessed

(Minor, Significant, Major)

Approved /

RejectedMinor

Provide more detail:

Proposal for developmen

t of major redesigns

and/or new sites

3

Change Advisory(Escalated to senior level as required)

Major

Significant

Approved /

Rejected

High Risk & High Impact


RFC workflow overview

What might be a typical change request… 1. Change to an existing core site or request for digital support

services.2. New Core Site - A site built using the standard core University

design with a qub.ac.uk URL - e.g. http://www.qub.ac.uk/folder

3. Major redesign - A Queen's-branded website with a qub.ac.uk URL - e.g. http://www.qub.ac.uk/folder

4. A new non-core Queen's website (incorporating your own logo) with a qub.ac.uk URL

5. A website for an joint initiative involving external partners where Queen's is the lead partner - this type of website must be Queen's-branded and use a qub.ac.uk URL (e.g. www.qub.ac.uk/folder) or sub-domain (e.g. www.subdomain.qub.ac.uk).

6. A website for a joint initiative involving external partners where all partners are equal - this type of website can be non-Queen's branded and use a non-Queen's domain (URL).

7. Hosting for a website using technology other than the centrally-managed TerminalFour Site Manager CMS.

8. To migrate an existing website to the centrally-managed TerminalFour Site Manager CMS.

9. Non-core / satellite sites. Note: Business units must work on custom design solutions only as a last option and where a clear business need has been established.

What might be a typical change request…

Change roles & responsibilities…

Change Sponsor

Change Initiator

Change Manager

Change Builder(s

)

Change Approver Change

Tester

Change Advisory

Change sponsor…

Change Sponsor

The Change Sponsor represents the Content Owner.

Any Faculty, school, department, or other area that publishes and/or maintains University information online are considered webcontent owners.

The Change Sponsor gives the Change Initiator authority to initiate changerequests.

Change initiators…Only approved Change Initiators can initiate a change.

The Change Initiator acts as the localco-ordinator of proposed Change Requests within the business unit.

The Change Initiator should ensure that only sponsored, relevant and appropriate changes are raised..

Change Initiator

Change manager…The role of the Change Manager in the change process is to authorise/approve minor, low risk changes and escalate the higher risk changes.

Change Manager

The Change Manager will be determined by the predominate nature of the change

request.

The Change Manager manages communication of RFC process with Change Initiators and Sponsors.

Change advisory…

Change Advisory acts in an advisory capacity to the Change Manager to all changes that are categorised as significant or major.

The Change Advisory also authorise changes in these categories.

Change Advisory

The Change Advisory comprises the subject matter experts who are relevant in making the

decisions on whether a change should be authorised.

Change builder(s)…The Change Builder(s) is the appropriate subject matter expert (SME) who will ensure that all necessary resources are available to complete the building of the change prior to sending to be tested.

The Change Builder may be a developer or a deep-dive discipline SME providing support from the Core Digital Team to fulfil digital business objectives.

The Change Builder will carry out factory acceptance testing (FAT) before the change is released for testing.

Change Builder(s

)

Change tester…

Change Tester

The Change Tester completes the user acceptance testing of the delivered change.

The Change Initiator should nominate an appropriate Change Tester.

Change approver…The Change Approver signs off the delivered change.

The Change Approver should be either the Change Sponsor or Change Initiator.

Change Approver

Change priority matrix…

Emergency

Needs actioned immediately (emergency change process). Critical business reason for immediate action or issue causing loss of service or severe usability problems to a larger number of Users, a mission-critical system, or some equally serious problem. Immediate action required. Urgent Digital Operations Group Emergency Change Advisory meeting may need to be convened. Resources may need to be allocated immediately to build such authorised changes.

�

HighNeeds actioned within one working week. High priority / strategic business need or issue severely affecting some users, or impacting upon a large number of users. To be given highest priority for change building, testing and implementation resources. (other than emergency).

�

Medium Needs actioned within four working weeks. No severe impact or immediate business requirement, but request . To be allocated medium priority for resources.

Low Needs actioned by the indicated date. A change is justified and necessary, but can wait until the next scheduled release or upgrade. To be allocated resources accordingly

Note: Prioritisation relates to addressing the Change Request. The Change Schedule will be determined by the Change Priority and the Change Category. Significant or Major change requests may take considerably longer to implement.

Change category matrix…

Change ImpactHigh Medium Low

Change Risk

High Major Major Major

Medium Major Significant Significant

Low Major Significant Minor


Manager / BDO)



change)

Request a New Site


Request for

Support

2

Through clarifying roles, responsibilities and processes…

*Non Business as Usual

StandardConten

t Approval Cycle

Business as Usual /

Standard Change

Standard change Standard Changes represent normal business as usual carried out by digital contributors across the University faculties, schools and support units following the University's digital standards and guidelines and within the normal distributed content approval process.

Standard changes are pre-authorised and DO NOT require an RFC to be completed.

Minor, significant or major change

Change escalation…User Self Help

Standard changes which represent day-to-day business as usual

www.qub.ac.uk/sites/Guidance

Change InitiatorRelevant andappropriate changes

Change Manager

Digital Technical Project Board / Digital Management Group


Change Advisory





Change Manager

Digital Technical Project Board / Digital Management Group


Change Advisory

Level 0 Level 1

Level 2 Level 3

Level 4 Level 5





Minor changeauthorised

by Change Manager

Major changeconsidered by Change

Advisory with escalation to senior level

Major changeWhere assessed as high risk AND high impact referred to the University Digital Board.

Significant changeauthorised

by Change Advisory

More information at: www.qub.ac.uk/sites/Guidance/

Level 0User self helpComprehensive suite online of standards and guidelines…


Digital Content Quick User

Guide

SEO Images Video Accessibility Security

Editorial Guide

Guidelines based around logical themes and topics…

Designed to provide a quick and easy-to-use procedure guide covering the majority

of day-to-day digital content activities

Designed to provide a handy reference to

help users to ensure their digital copy is

consistent with Queen’s spelling and grammar convention,

etc.

Designed to complement the Digital Content Quick User Guide- the topic

guides will provide an in-depth guide to best practices and procedures for a

particular aspect of digital governance

Designed to break guidelines down into logical themes and topics…



Level 1User supportLocal co-ordination of support…


Faculty hubsCMS Support TeamCMS Training TeamCore Digital Content Team

SEO & PPC UI/UX Content Graphics CRM Social Analytics Audio-visual

Deep discipline expertise

(Core Digital Content Team)

Faculty digital officers will be able to draw upon deep discipline expertise support from the Core Digital Team to fulfil digital business objectives

Cross-discipline competence(Faculty Digital Officer)

Request for support…

Digital Governance Policy &Code of Practice

Digital governance policy & code of practice…▫Core digital channels that support

the University’s Global Vision and Strategic Priorities

▫Digital Governance Policy & Code of Practice approved by University Digital Board (15 March 2016) and University Operating Board (18 April 2016)

Digital governance policy & code of practice…▫The policy sits at the core of the

new University Digital Governance Framework

▫ It is supported by a comprehensive suite of standards, guidelines and procedure documents, developed through consultation with key digital stakeholders and subject matter experts.



requi rements


procedures


gita

l Gov

erna

nce

Risks



Legal & Regulatory


Digital policy, standards & guidelines…

Digital Governance

Policy

Digital Governance Standards / Guidelines

Digital Governance Procedures

Policy Traits...Sets directionApproved / Signed by an official University management level / authorityFew in number

Standards / Guidelines Traits...Supports structure for policySpans functional to technicalCreated by SMEs / tactical specialists. Exist in large numbers

Procedures Traits...Deliberately tight and restrictiveTells you what step to take, when to take it, how to do it, and how not to get it wrong.

Digital Governance Policies

Digital Governance Standards / Guidelines

Digital Governance Procedures

Standards / Guidelines Traits...Objective is for end users to follow standards and procedures because they can see and understand the value in them

Just one Digital Governance Policy

Digital Governance Policy

Digital Content Quick User

Guide

SEO Images Video Accessibility Security

Editorial Guide

Guidelines based around logical themes and topics…

Designed to provide a quick and easy-to-use procedure guide covering the majority

of day-to-day digital content activities

Designed to provide a handy reference to

help users to ensure their digital copy is

consistent with Queen’s spelling and grammar convention,

etc.

Designed to complement the Digital Content Quick User Guide- the topic

guides will provide an in-depth guide to best practices and procedures for a

particular aspect of digital governance



Standards and Guidelines will be modular in format, use clear language and clearly refer to other related documents.


Standards / Guidelines

Introduction

Support

Related Policies

& Standar

ds

Standards /

Guidelines

Introduction

Support

Related Policies

& Standa

rds


Comprehensive suite of standards and guidelines…

Owen McLaughlin

Put in link to online guidelines

http://cmst4.qub.ac.uk/dtp/Sites/Guidance/Introduction,to,the,new,website,/




http://cmst4.qub.ac.uk/dtp/Sites/Guidance/






Digital governance policy & code of practice…

The University will provide new and existing Web Editors and Managers with training in the Digital Governance Policy and its supporting standards and guidelines.

Support onlinewww.qub.ac.uk/sites/Guidance/

Changes from current position…

While the policy essentially brings together and formalises much existing process and procedure, the following are the major changes from current practice…

Scope of the policy…The University Digital Policy is deemed to include all web pages whose addresses (URLs) contain a domain (e.g. qub.ac.uk) associated with the University or one of its organisational units, or are hosted on a server at the University.

Digital Governance PolicySection 3 - Scope of the Policy

Rationale…It is important that the scope of the Policy is as broad as possible. There will be the requirement for exceptions – these will be managed through a formal exceptions procedure. It is the broadness of the Policy that will help ensure it provides as much contingency potential as possible to cover unforeseen eventualities.

Content life cycle…The University reserves the right to remove, archive and/or deny access to content that does not meet the criteria outlined in this policy document.

Digital Governance Code of PracticeSection 1.2 (ix) - Content Lifecycle

Rationale…It is important that business units do not proliferate content to a point beyond which they do not have sufficient resources to maintain it

No of Pages

Page Curation Requirement

(Hours)

Review Frequency (Months)

Annual Page Curation

Requirement

Total Page Curation Requirement (Working

Hours)

Total Page Curation Requirement (Working

Days) FTECore Page 10 2:30 1 30:00 300:00 42.9 0.2

Level 2 Page 20 1:30 4 4:30 90:00 12.9 0.1 Level 3 Page 20 1:30 6 3:00 60:00 8.6 0.0 Level 4 Page - 1:00 12 1:00 0:00 - -

50 38:30 450:00 64.3 0.3

How much resource does it take to maintain / curate digital content?

Even a small site of around 50 pages can take a surprising amount of resource to curate content which engages today’s digital audiences!

Understanding resource implications…

Non-core sites…All non-core/satellite systems must be registered with, and approved by, Information Services.

Digital Governance Code of PracticeSection 3.6 - Non-core/satellite sites (i) a)

Rationale…It is important that the requirement to register these sites is included as they may not otherwise be included within any monitoring processes introduced.

Digital Governance Code of PracticeSection 3.6 - Non-core/satellite sites (i) a)

New websites site initiation…Proposals to create new websites must be approved in advance of site publishing. This also applies to major redesigns of existing websites.

Digital Governance Code of PracticeSection 4.1 - New Websites Site Initiation i)

Rationale…It is important that there is control of what is being implemented going forward.Any new website or significant redesign must be subject to a formal Request for Change (RFC) process.

New websites site initiation…In particular, in cases where the development is being provided by external third parties, the RFC process will ensure that suppliers are made aware of, and follow, the digital policy and its supporting standards and guidelines.

1. Digital governance establishes clear accountability for digital strategy policy and standards

2. Good digital governance will make us more effective in achieving our business objectives - poor digital governance exposes the University to risk and liability.

3. Digital Governance Policy & Code of Practice has been approved by the University Digital Board and University Operating Board

4. Digital Governance Policy & Code of Practice applies to all core digital channels that support the University’s Global Vision and Strategic Priorities

5. We need to know who our Change Sponsors & Change Initiators should be…

6. We need to communicate the digital governance framework across the University

Takeaway points…

Thank you & questions...

Digital Governance

Presented at:

Thank you & questionsTuesday, 31 May 2016

Education

Digital governance framework overview v1.2