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e8aececb-39f6-463f-8a77-26940fb46a0e.doc Project Initation Document Type 1 Project Name: Project Reference Project Category SRO Project Manager (or name of author of this document if different) Version: Date: Distribution: Technology Mark Wheelton Cath White (until 27/03/07) Philippa Dennett (post 27/03/07) MBC Website Redesign Project 0.03 06/03/07 Website Steering Group Resources Policy Development Committee To document the justification for the undertaking of the project, based on the estimated cost of development and implementation against the risks and anticipated business benefits and savings to be gained. To define the project, to form the basis for its management and the assessment of overall success. Where appropriate links should be given to any associated documents and other supporting information Purpose of this document: Senior Responsible Owner Mark Wheelton, Corporate Manager Community and Wellbeing Project Manager Cath White (until 27/03/07) Philippa Dennett (post 27/03/07) Background to Project The current website look and feel is old. Technical personnel with minimal web designer input constructed the site over 7 years ago. In addition there is old and out of date content that needs removing and the site could benefit from reviewed and improved navigation. The current front page does not provide much opportunity to add new links to new features and effectively promote council priorities and services. 1 / 16 15/11/2008 This document template should not be altered or amended without first consulting the Project Support Office e8aececb-39f6-463f-8a77-26940fb46a0e.doc The site has also developed with limited feedback from citizens who actually use the website. According to the Better Connected 2006 review of the MBC website, use of search and navigation dropped from 2, satisfactory in 2005 to 0, no information in 2006 and the site lacks a clearly identified A-Z. Whilst some of the issues are to do with the Open Objects Cheshire-wide website search functionality, which are now fixed, the website has grown over the past few years and a review of the navigation structure is well overdue. There are pages on the Council‟s website that are not recognisable as belonging to the Council in that they do not share the look and feel of the rest of the Council‟s website e.g. cinema booking facility. This can be confusing for the end user and detracts from the Council‟s brand and makes the website look unprofessional. In October 2006 Test Partners conducted an extensive study of the website to form an assessment of the Council‟s website‟s compliance with the W3C‟s Web Content Accessibility Guidelines (WCAG). It found that the two third party functionalities, the Local Plan and the Benefits Calculator do not meet the basic Priority One level of the guidelines and thus do not comply with the Disability Discrimination Act. Inconsistent content, look and feel and navigation provides a poor user experience and presents an unprofessional image of MBC. The results of the Test Partners assessment on accessibility showed that much of the site met the Web Content Accessibility Guidelines to Priority One level but there was scope for improvement in some areas and the website falls a long way short of the Priority Two requirements. Results from recent Better Connected surveys of Local Authority websites also indicate much room for improvement. Project Objectives - these should be SMART and include an outline of how they will be met 1. To undertake a major redevelopment of the Council‟s web site to deliver a platform for future development and so that it more closely matches the Council‟s website strategy. This will involve specifically delivering a new version of the MBC website that: - contains streamlined, up-to-date content - has a new look and feel that is consistent across the site - has improved navigation 2. To bring the site up to date in terms of the latest government standards (including accessibility standards) for web sites and act on the findings in the report by Test Partners “Website Accessibility Test for the Macclesfield Borough Council Website”. 3. To improve standards and processes for maintenance of the web site. This will involve specifically: 3.1 Provision of a template that 3rd party suppliers of online functionalities can use that is easy to update by MBC and keeps the corporate look and feel of the website. 3.2 Provision of a corporate style guide for website content. 2 / 16 15/11/2008 This document template should not be altered or amended without first consulting the Project Support Office e8aececb-39f6-463f-8a77-26940fb46a0e.doc 3.3 Provision of a corporate library of approved and web-optimised images for staff to use on the website. Project Scope The project scope will be confined to the following:To review then migrate all the relevant existing web site content to the new site via the Content Management System (CMS). To ensure that all relevant existing functionality is transferred to the new site. To ensure that adequate training and support is provided for Service Editors. To design and implement a new corporate website look and feel to be applied to all of the Council website, and to incorporate into this design any exceptions to cope with online functionalities supplied by third party suppliers e.g. online payments, online planning, Knutsford Studio Cinema, Benefits Calculator, Local Plan etc. To deliver „metadata‟ to meet the latest e-government standards and to be compatible with the requirements of e-government partners. To deliver a more user-friendly navigation mechanism to allow users more readily to find information. To ensure that the site meets the latest accessibility guidelines. - - - - Exclusions - what is not included in project mandate The project will not be looking for 3rd party functionalities to be fundamentally changed beyond the look and feel except where the pages do not meet the requirements of the Priority One Web Content Accessibility Guidelines. Project Approach Pre-production stage This will focus on clarifying user requirements via obtaining feedback from current website users which will also establish a benchmark for later testing. A customer user group will be established to refer back to during the implementation stage Production stage Based on the above, work can begin on the following: Design of the new look and feel Design of new navigation 3 / 16 15/11/2008 This document template should not be altered or amended without first consulting the Project Support Office e8aececb-39f6-463f-8a77-26940fb46a0e.doc Templates for content in CMS Infrastructure deployment Content review Content migration to the new look and feel Training and support Functionality review Functionality migration to the new look and feel Testing Go live of the new site The project will make use of existing staff resources except in the case of third party online functionalities in which case the project team will liaise with the supplier. Project planning and management, including an appropriate project organisation, will be according to the Congleton and Macclesfield Borough Councils‟ Project Management Methodology. Interfaces - with other projects and the outside world Business Transformation Programme Customer First Programme Swift/Inovem Project Assumptions - which have or may be made In drawing up the draft project plan it is assumed that adequate staff and time will be made available to resource the project team. Constraints No specific constraints in respect of the project timetable or budget have been provided to the Project Manager. However, it is expected that the Project Board will manage these aspects of the project. It is to be confirmed if Member approval will be required for the revised look and feel. Project Deliverables / products / outputs Introduction The products to be produced during the re-development of the website are summarised below. Infrastructure • Infrastructure specification • Installed infrastructure • Implemented security arrangements • Monitored usage reports Content Management System • Specification of requirements for implementation of new look and feel and migration of content 4 / 16 15/11/2008 This document template should not be altered or amended without first consulting the Project Support Office e8aececb-39f6-463f-8a77-26940fb46a0e.doc Look and Feel • Overall graphic design • Layout templates • Navigation design and templates Menu hierarchy Category lists (different ways of naming and grouping services to help local authorities share resources). A–Z Breadcrumb trail (a navigation tool that allows a user to see where the current page is in relation to the Website‟s hierarchy) • Defined and implemented accessibility features Semantic structure Automated accessibility check Test Partners check? E-Gif compliance (sets out the policy standards for e-delivery) Information/Content • Meta tag scheme (meta data is information about a document rather than the document content and helps with searching) • Meta tag mechanisms • Category lists • Defined workflow roles and responsibilities • Identified Service Drafters and Editors • Information content structure • Migrated existing website content • New website content • Search facilities – see under functionality Functionality • Identified existing functions (online booking, payments etc.) • Transferred existing functions • Identified new functionality requirements:Forms Image management FAQs Search facilities Links to back office systems Other interactivity • For each item of functionality identified: Specification of function Developed function mechanisms Implemented/Integrated function Support • Requirements • Implemented support arrangements • User documentation • Technical documentation • Training materials 5 / 16 15/11/2008 This document template should not be altered or amended without first consulting the Project Support Office e8aececb-39f6-463f-8a77-26940fb46a0e.doc • Trained users • Trained support staff Management Products • Project Initiation Document • Project Plans • Progress reports • Exception reports • Testing plans • Training plans 6 / 16 15/11/2008 This document template should not be altered or amended without first consulting the Project Support Office e8aececb-39f6-463f-8a77-26940fb46a0e.doc Benefits Expected - - Benefit Analysis Matrix Benefits 1 Observable Measurable (What) Quantifiable (How) Financial (Result) Customers will be able to find information more easily - - - 2 Lower number of complaints about website Lower number of telephone calls following use of website Better feedback in customer satisfaction surveys More usage of website Number of pages of old, expired content Increase in customer satisfaction with website - Staff time answering complaints Staff time answering phone calls Increase in customer satisfaction with website Compare pre and post redesign take up Cost of staffing Postage cost saving Content will be relevant, accurate and up-to-date - - - 3 Customers will have more confidence in the website - Increase in customer satisfaction with website Increase in website usage New initiatives and services on the front page Take up of new initiatives - - 4 The Council will be able to promote initiatives and services on the front page - - Compare pre and post redesign pages of expired content Better feedback in customer satisfaction surveys Better feedback in customer satisfaction surveys Compare pre and post redesign website usage No of initiatives and services promoted on the front page pre and post redesign Compare pre and post redesign take up More focussed use of budgets More focussed use of budgets Possible income generation 7 / 16 15/11/2008 This document template should not be altered or amended without first consulting the Project Support Office e8aececb-39f6-463f-8a77-26940fb46a0e.doc Benefits 5 Observable Measurable (What) Quantifiable (How) Financial (Result) More customers will choose to use the MBC website to answer their enquiries The Council‟s out-of-hours call centre will be able to use the MBC website to answer customer enquiries - The number of emails sent to the Council via the website Website usage statistics - - 6 Fewer out-of-hours calls will get referred to the Customer Centre Increase in customer satisfaction with out-ofhours service - - Compare pre and post redesign volume of emails Compare pre and post redesign website usage statistics The number of enquiries passed from the out-ofhours call centre to the Customer Centre pre and post redesign The cost of returning calls Availability of Customer Centre staff for other work Cost of staffing Postage cost saving Cost of not hiring new staff in the Customer Centre Cost of not having to call customers back 8 / 16 15/11/2008 This document template should not be altered or amended without first consulting the Project Support Office e8aececb-39f6-463f-8a77-26940fb46a0e.doc Benefits 7. Observable Measurable (What) Quantifiable (How) Financial (Result) The website will enable the planned shared services pilots with Cheshire County Council - Shared services pilots with Cheshire County Council - - - 8. 9. The website will improve its score in the Better Connected rankings The website will have a consistent look and feel which contributes to a more professional appearance - Better Connected rating for MBC website Implementation of corporate look and feel for website Customer satisfaction with look and feel Number of third party functionalities that require maintaining individually Customer satisfaction with look and feel The requirements met following the redesign Visually impaired customer satisfaction with accessibility - Number of pilots with Cheshire County Council Number of CCC enquiries answered by Customer Centre Number of MBC enquiries answered by CCC Compare pre and post relaunch rating Number of pages without the new look and feel Better feedback in customer satisfaction surveys Pre and post redesign cost of maintaining individual functionalities Better feedback in customer satisfaction surveys Compare pre and post redesign compliance with WCAG Better feedback in customer satisfaction surveys and/or Cost of not hiring new staff to answer telephone and face-to-face enquiries - - Cost of maintaining individual functionalities More focussed use of budgets Cost of maintaining individual functionalities - - 10 The look and feel of third party online functionalities will be easier to maintain - - - 11 The website will comply with Priority Two of the requirements of the Web Content Accessibility Guidelines and thus will comply with the Disability - - Fines avoided through noncompliance - 9 / 16 15/11/2008 This document template should not be altered or amended without first consulting the Project Support Office e8aececb-39f6-463f-8a77-26940fb46a0e.doc Benefits Observable Measurable (What) Quantifiable (How) Financial (Result) Discrimination Act accessibility testing 12 The website will contain images of acceptable content and quality. The number of compliant images on the website - Compare pre and post redesign images 10 / 16 15/11/2008 This document template should not be altered or amended without first consulting the Project Support Office e8aececb-39f6-463f-8a77-26940fb46a0e.doc Quality Expectations / Acceptance Criteria by which products will be considered to be completed Each product will have its own quality criteria. Only the Project Board has authority to sign off products. Project Tolerances - Cost Time Quality Risk Benefits Scope The Project Board will define the Project Tolerances to be applied to each stage of the project. Tolerances will be review at the monthly meeting of the Project Board. Project Controls – indicate how the project will be controlled Project planning and management, including an appropriate project organisation, will be according to the Congleton and Macclesfield Borough Councils‟ Project Management Methodology. Frequency of Review The Project Board will define the frequency at which the progress of the project will be reviewed. Currently this has been defined as monthly for meetings of the Project Board and fortnightly for meetings of the Project Team. Management Reviews Management Reviews or End Stage Assessments will be related to significant events during the life of the project to commit resources and to authorise progress. It is expected that the Project Board meetings will perform this function. 11 / 16 15/11/2008 This document template should not be altered or amended without first consulting the Project Support Office e8aececb-39f6-463f-8a77-26940fb46a0e.doc Risks - what major Risks exist which may prevent the project meeting it objective– include existing risk log if available The project will require resources from members of the project team but, it may be difficult to obtain the level of resource input required. Provision of all potential requirements not possible within available budget. Significant slippage resulting from poor project definition / planning / management and the absence of the E-Government Programme Manager from 27/03/07. Existing web site gets out of date as staff efforts directed at new site Lack of availability of the MBC website when the new site goes live. 13 / 16 15/11/2008 This document template should not be altered or amended without first consulting the Project Support Office e8aececb-39f6-463f-8a77-26940fb46a0e.doc Plan - outline project plan giving key milestones and activities, and details of the commitment of resources required. If applicable give an indication of stage breakdowns Preproduction Project Clarification Solution Definition Project Specification Production Content Design & Construction " Testing, Launch & Handover" 74.5 days 7.5 days 25 days 42 days 79 days 40 days 60 days 14.5 days Mon 26/02/07 Mon 26/02/07 Wed 07/03/07 Wed 11/04/07 Mon 14/05/07 Mon 14/05/07 Fri 08/06/07 Fri 08/06/07 Wed 07/03/07 Wed 11/04/07 Fri 08/06/07 Fri 31/08/07 Mon 09/07/07 Fri 31/08/07 Fri 10/08/07 Thu 30/08/07 113 14 / 16 15/11/2008 This document template should not be altered or amended without first consulting the Project Support Office e8aececb-39f6-463f-8a77-26940fb46a0e.doc Stakeholder Analysis Stakeholder Group Website customers Customer Centre staff All staff Members ICT staff Out-of-hours call centre staff CWHIC partners Service Drafters and Editors Service Managers Anti None Let R R R R R R R R R Help Make Key C = Current commitment R = Required commitment Anti = Stakeholder is against the change. Let = Stakeholder is neutral, they will allow the change to happen, but have no strong feeling for or against. None = Stakeholder is passively negative about the change. Help = Stakeholder understands the benefits and will help facilitate the change. Make = Stakeholder is actively promoting the change 15 / 16 15/11/2008 This document template should not be altered or amended without first consulting the Project Support Office e8aececb-39f6-463f-8a77-26940fb46a0e.doc Project Costs and Budget At this time it is envisaged that the main cost will be staff time. Specifically: - Internet and GIS Manager - Web Developer - Systems Manager/ Systems Team - Graphic Design Supervisor/Graphics Team - Editors and Drafters in service areas - PR Officer - Assistant Corporate Programme and Project Manager - E-Government Programme Manager Costs may be incurred from 3 rd party suppliers of online functionalities for making changes to the look and feel of the pages they serve on behalf of MBC. These are not known at this stage. Costs will be incurred if we choose to use Test Partners to conduct accessibility testing on the new design (recommended). Date of Project Approved 16 / 16 15/11/2008 This document template should not be altered or amended without first consulting the Project Support Office