Online management good practice

This section of the Website Toolkit guidance has been developed to help website owners and business managers make informed decisions about making efficient use of their online channel and optimising resource and investment.

The purpose of this guidance

The Rethink Online strategy of July 2011 outlined a vision of a more coherent, better-managed government domain. Initiatives already in place or in progress to support this vision include:

This online management guidance aims to develop a consistent approach to creating, maintaining and developing websites, as well as making it possible for resources and ideas to be shared across the wider government web domain.

The outcome will be an improved online experience for the New Zealand public, and increased cost-efficiency across the government web sector.

It is acknowledged that some agencies already follow accepted good practice in managing their web channels. This guidance is intended to establish a common understanding across all agencies of what is meant by a minimum expected level of good practice.

Overview of an online management model

Agencies should have governance mechanisms in place to manage three interlinked principles of managing web channels:

  • Investment
    • What strategic outcome is sought from delivery online?
    • How much does it cost to deliver and maintain it?
  • Outcomes
    • How do we know the intended outcome is being realised?
    • Is the intended outcome still valid?
    • Is continued investment justifiable?
  • Accountability
    • What governance structures and roles are in place to measure and manage cost-effective online delivery?
    • What mechanisms are in place to provide assurance that online services remain fit for purpose, accurate and trustworthy?

The remainder of this guidance offers approaches to help agencies establish an effective balance between these principles.