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Web Content Management (Business)

Definition

Web Content Management refers to the process of creating, managing, delivering, hosting, and publishing static digital content, generally as a public-facing website. The content may include text, documents, images, video, audio, and other digital assets related to government information.

Examples of web content solutions include most Commonwealth entities’ informational services, such as government agency websites. Further solutions can include digital kiosks, knowledge bases, access points, and non-government websites.

This capability does not extend to dynamic, secure, transactional, personalised content as covered in Digital Portal.

This capability does not include internal document management services and intranets; these are covered in Knowledge Management.

Purpose

Managing and presenting content effectively is essential for government operations to communicate information and services. 

Web content management is realised through:

  • planning, creation, delivery, and governance of government content
  • easy navigation and consolidated reference points for users accessing services
  • self-service usage of government informational websites to resolve issues without the need for face-to-face contact
  • a consistent and standardised presentation of content to enhance user trust and confidence when engaging with government information.

Objectives

The objectives of this Australian Government Architecture (AGA) content are to:

  • reduce standalone and inconsistent content creation hosting and publishing related applications, supporting tools and platforms
  • standardise the user experience across government
  • provide digital content and underpinning technology that is inclusive and accessible
  • reduce maintenance cost and effort across the government
  • ensure consistent management and delivery of government information through digital channels
  • provide a more consistent digital experience across government through consolidated and more user-focused channels.

Whole-of-government applicability

The Data and Digital Government Strategy (DDGS) sets a vision for 2030 to deliver simple, secure and connected public services for all people and business, through world class data and digital capabilities. 

Suitable handing of web content management as a capability supports the DDGS missions of:

  • Deliver for all people and business: By embedding accessibility and inclusion into how government designs and manages web-content, to ensure people and businesses needs are served.
  • Provide simple and seamless services: By integrating technology, data, and analytics to offer simple, inclusive, and accessible services. By adopting a ‘digital by design’ approach to provide proactive engagement and support in using government digital platforms. 

Policy Elements

Policy:
POL1
Web Content Management policy Mandate:
Endorsed
Status:
Core
  • Comply with legislation and regulation

    An entity must comply with any legislation relevant to its circumstances.

  • Align to guidelines and standards

    All Commonwealth entities must comply with any mandatory frameworks, policies, and standards applicable to their situation, throughout web content management solution design, development, and deployment processes, and regarding the content hosted.

  • Strategically deliver informational services on digital channels

    Prioritising a digital-first approach and ensuring accessibility and inclusion considerations are front of mind, delivers efficiency and effectiveness of government information hosting. A channel strategy that identifies and delineates content over digital channels will ensure consistency across an organisation.

  • Develop a content strategy

    A content strategy sets the foundation for the creation, structure, and governance of content for each digital channel.

  • Align business, operational, and technological needs

    Analysing business functional needs, and developing a comprehensive set of technology, service, and compliance requirements, will ensures procurement and deployment of a fit-for-purpose content management systems.

  • Prioritise and enable integration and interoperability

    The designing and building of new digital services to be able to integrate with primary digital access points such as myGov, and to interoperate with other governmental services and be scalable and maintainable, will ensure services are aligned to the “simple and seamless services” mission of the Data and Digital Government Strategy.

  • Consider onboarding to GovCMS

    GovCMS is a government content management system and web hosting service widely used across the commonwealth. Standardised web publishing and management functionality ensures a consistent user experience and robust platform for web content.

  • Apply AI ethics principles and policy when AI is involved in enabling government content

    Where AI is utilised in the workflow enabling content management, it must be implemented in line with appropriate guidance.

  • Adhere to reuse principles

    Entities must give priority to the adoption of reuseable digital and ICT solutions, patterns, or knowledge, and, where necessary, design new solutions with a focus on future reuse.

Policy:
POL38
Digital Experience Policy Mandate:
Endorsed
Status:
Core
  • Design and deliver services that are user-friendly, inclusive, adaptable and measurable.

  • Consider existing digital access points when developing a new digital service in consultation with the DTA.

  • Design and build new digital services to be able to integrate with primary digital access points such as myGov (where appropriate).

  • Contact the DTA if unsure how to comply with the DX Policy, if the digital investment or service is in scope of the DX Policy, or to apply for an exemption.

Domains

This capability is part of the following domain.
DOM10

Business Experience

Policies

The following policies have requirements that impact this capability.
Mandate: Endorsed
Status: Core
This policy describes the requirements for entities planning digital investments involving web content management. Applicability Digital investment proposals are assessed against this policy by the DTA through the Digital and ICT Investment Oversight Framework (IOF). Commonwealth entities are…
Mandate: Endorsed
Status: Core
The Digital Experience Policy (DX Policy) supports a whole-of-government focus on improving the experience for people and businesses interacting digitally with government information and services.

Standards

The following standards support development of digital solutions in this capability.
v1.0 of the Digital Service Standard was replaced by v2.0 on 4 December 2023. The Digital Service Standard v1 was a set of best practice principles to help agencies design and build digital services that are simple, clear and fast for Australians.
The Digital Service Standard establishes the requirements for designing and delivering digital government services. The Standard puts people and business at the centre of government digital service delivery.
The Digital Inclusion Standard establishes the approach to ensure that all users of government services are considered, taking into account their diverse needs. By designing digital services that are inclusive, the interaction between government and the public through digital channels will be…
The Digital Performance Standard sets the approach to monitor digital performance across government services, and supports data-driven digital and ICT investment decisions. Having visibility of digital service performance will support agencies by fostering continuous improvement capabilities and…
The Digital Access Standard sets requirements for non-corporate Commonwealth entities (NCEs) to make informed decisions and reduce duplication of front doors and entry points to government digital services, ensuring a unified experience for individuals and business when interacting with the…
The APS Experience Design Principles support the Australian Public Service to design and deliver people-centric and inclusive policies and services. They provide guidance for embedding human-centred design approaches into the creation of new services and the improvement of existing ones – elevating…
Web Content Management encompasses the full spectrum of content processes, covering aspects such as creation, categorisation, quality, protection, and oversight. It is often achieved through implementation of a Content Management System (CMS). A CMS helps an entity create, publish, manage, store,…

Designs

The following designs include examples of how digital solutions in this capability can be delivered.

Lead Agency: Department of Finance

Technology Type: Drupal

GovCMS provides a platform for the hosting and publishing of digital content for government information. The content may include text, documents, images, video and audio that when published ensures users know what an agency does, and how to access the services they provide. There are more than 350…

Lead Agency: Services Australia

Technology Type: myGov

myGov is a contemporary digital platform available via a native app and web portal. myGov is delivered through a modern and adaptable digital platform that is responsive to the changing needs of its users and Government delivering a flexible, scalable, digital solution.

Lead Agency: Department of Industry, Science & Resources

business.gov.au is a whole-of-government website for the Australian business community. It provides simple and convenient access to a range of business related information, services and support from 3 levels of government. The site contains comprehensive information on how to establish, register,…

Technology Type: GovCMS

CivicTheme is an open-source website design system created and maintained by Salsa Digital. It follows the same design principles, accessibility and security standards as the former Australian Government Design System (AGDS) initiated by the Digital Transformation Agency (DTA).

Lead Agency: Australian Taxation Office

A Director Identification Number (director ID) is a unique 15-digit identifier required for directors of Australian companies. Managed by the Australian Business Registry Services (ABRS), it helps prevent fraudulent identities and promotes transparency. A person will need a director ID if they're…

Lead Agency: Department of Finance

Technology Type: Drupal

The DSP is a list of approved service providers/suppliers including small to medium enterprises with the necessary skills to work with Drupal builds and website support on the GovCMS platform. The panel was created to help organisations find Drupal specialists and to simplify contract management…

Lead Agency: Digital Transformation Agency

The Digital Service Standard Guides and Tools provides advice on how agencies can work towards implementing and achieving the DSS outcomes.
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