Back to Project initiation

For the Project Management Office (PMO) or Project Lead, Frank's view on everything you should consider as you initiate your project below.  Following this guidance will help ensure your project runs smoothly, without delays.

The scoping phase is about understanding how your new site will work and what it will do.  Please note, not all the functionality described below will be relevant to your project, this would have been agreed at the time of sale.

  • Domain name - what will be the new URL for the site?
    • if it is a new, non "nhs.uk" URL - speak to Frank, we can register it for you
    • if it is a new nhs.uk address register this with the DNS team via this NHS digital webform
  • Consider all page template types required 
    • e.g. do you need news, events, services, wards?
  • Consider the user experience and navigation by organising your data 
    • do you have audience types? e.g. children and young people, adults and older adults
    • do you have specific service types? e.g. community, acute, or divisions such as medicine, surgery, support services etc
    • are there any other attributes required as part of the page composer, e.g. ways to sort and identify information
    • review your current site's Google Analytics - what are your most visited pages? These may be signposted at "quick links" on the home page
  • Sitemap – this is not set in stone and can be adapted during the build, UAT and after Go live.  Review our Sitemap and Content Guide
  • Content – start yesterday!
    • the most common cause of project delays is content not being ready
    • engage with your page owners (e.g. service leads) as soon as possible
    • find out more in our content guide page
    • agree ‘critical’ content for Go live with stakeholders then concentrate on this. The site can evolve post go live
    • ensure you capture keywords and page descriptions for Search Engine Optimisation and site wide searches on pages and documents
  • Accessibility - review our accessibility resources and the Accessible Content Guide. 
    • ensure that page owners understand the importance of meeting the guidelines when writing content
    • images (non-decorative) will need alternative text
    • draft an accessibility statement (Frank will provide the information related specifically to the website)
  • Involve Information Governance and IT as early as possible to understand all of their required deliverables before sign-off
    • do you need to complete your organisations' Data Protection Impact Assessment?
    • is vulnerability testing required?
  • Determine the document folder structure (how files should be organised in the CMS)
  • Web-based Forms - do you plan on automating any forms on the site? e.g. Contact Us or Subject Access Request.  Consider either:
    • data stripping - (recommended)  data won't be saved into the CMS database.  Data will be contained within the body of an email (or attached as a PDF) and sent via TLS (transport layer security).  For additional security, the sender mailbox can be set up to an NHS mailbox.  If NHS mail account is required: 
      •  apply through the NHS mail team to create an account (this MUST be configured as application type, high volume, SMPT)
      •  Frank will need the username, password and SMPT details
      • the password will expire every 12 months, Frank will need to be supplied with the new password
    • data encryption
      • data is saved in the CMS database, meaning if there are problems with an organisations' mail server, no information is lost
      • data can be viewed in the CMS dashboard and exported to CSV for further manipulation
      • data is encrypted so that only logged in CMS users can read it (e.g. it cannot be seen by those with access to the server such as hosting providers)
  • What searches do you need on the site?
    • e.g. Services, Consultants, Wards
    • A-Z, keyword
    • filters with categories/attributes
    • document search facility
  • Page and Document review functionality
    • do you want to use this facility? Pages can be assigned a review date and then an automated email will be sent to the page author.  There will be a dashboard in the CMS showing the out of date pages
    • what would be the default intervals for reminders (e.g. 1 month before review date, on the review date, and monthly/weekly after the data has passed?)
    • should documents and pages auto hide (expire) from the site after the review date as passed? This can be an option for the administrator to assign to the page
    • who should be the default owner email if it was left blank? 
  •  Maps - multi location pin maps (where this is in scope)
    • any categories / filters required?
    • Google now charge for geolocation and multi pin maps (although charges only come into account with very high traffic.  Information can be found here)
    • Google account needs to be set up and credit card required
  • API feeds
  • Forums / workspaces / noticeboards (Extranets)
    • should these be moderated?
    • categories for posts (e.g. Wellbeing, Buy & Sell etc)
    • can anyone create a post?

Frank will guide you through project planning process, but these are things you will want to consider. 

  • Aspirational go live date 
    • are there any restrictions
    • consider annual leave for key project personnel
  • Phase delivery
    • used to meet an aspirational go live date
    • priority functionality and content delivered in Phase 1 go live
    • subsequent Phases to deliver non-priority functionality and content
  • Internal scheduling
    • how much time will content preparation take? Content will need to be audited, updated, rationalised and created
    • will the person responsible be seconded from their normal daily duties
    • how much time will stakeholders be available for and required
    • who will be on holiday at key points in the build
  • Size of the build
    • do we deliver in iterations to allow multiple UAT points at the end of significant sprints
    • if yes, add into your considerations for internal resource scheduling 
  • Permissions
    • who needs to administer/edit what
    • do you need administrators to approve before editors can publish
    • do you need a members area e.g. for a specific set of users only?
      • login required or direct URL only?
      • registration for members, what information do you want to capture?
    • start with a simple matrix and evolve as the site grows – have an example of a group
  • Show and Tells
    • invite stakeholders to the later show and tells when more of the ‘moving parts’ are available
    • prep non-core team attendees on the fact the site is in production and also emphasise what the scope of the project is. This helps to mitigate the risk of scope creep and the need for change requests
    • Regular progress calls on larger projects – suggest bi-weekly
  • How long will be required for client to upload remaining content (e.g. if Frank is only uploading part of it)
  • Testing - who needs to be involved?  Read more information on User Acceptance Testing here
  • Analytics
    • Does your current site have analytics? Ensure you can log in to get the tracking code we will need
    • If not, set up a Google analytics account here
  • SSL certificate – supplied by your IT or Frank
    • Check if your current SSL is an "auto SSL", Frank can provide an Extended Validation certificate which is more secure
  • Frank Initiation Process
    • Frank will hold an internal de-brief with the Business Development Manager, the Project Manager and the Developer
    • Frank will facilitate an Initiation Call with the client
    • Frank will supply a summary of the Initiation Call
    • Frank will supply a Kick-Off Pack and facilitate a Kick-Off call preceding the build phase
    • Full project process can be seen here

The build process is completed by Frank.  We will get in touch with you to confirm progress and discuss project actions.  Key elements of this phase include:

  • Kick Off Pack - details the key project milestones, who should this be shared with?
  • Internal daily stand ups and tracking of progress via the Kanban Board
  • Communication between Frank and the client via Basecamp
    • all messages and files can be found in one place
    • email alerts when updates are made
    • mitigates the risk of lost / unread emails
    • ensures knowledge transfer should project personnel change
  • MS Teams calls / phone calls when required
  • Action log to track tasks between Frank and the client

Frank will undertake system, responsive (e.g. for mobile and tablet devices) and browser testing.  We will then complete accessibility testing and will advise you of any changes required to the site to meet the WCAG2.1 guidelines.

Once the site has undergone Frank's testing and quality assurance processes, it will be handed over to you for User Acceptance Testing.  Consider the following:

  • Who will you want to test the site as an administrator? e.g. Communications, service leads who will be responsible for updating content
  • Who will test the site as an ordinary user?
    • members of the public such as patient/carer groups
    • colleagues who can act as general users
  • Who else will need to review the site before it goes live? e.g. senior stakeholders, Board / Governors etc. 

Visit the User Acceptance page for more detailed information on UAT.

Client

During the Kick Off call we will ask you to assign people to the following roles (one person may take on more than one role)

Role Responsibility
Main contact
  • All communication with Frank to flow through this person
  • Deliver all open actions against the agreed milestones 
  • Gather and manage risks/issues
  • Provide regular updates regarding internal task progression
  • The person can be changed for the different project phases
Business owner (escalation contact)
  • Confirm scope of project
  • Attend Show & Tells if required
  • Escalate any decisions which the main contact does not have delegated authority to make
  • Co-ordinate further escalation where required
  • Liaise with Frank's 1st Tier escalation contact if required 
Testing co-ordinator
  • Plan the User Acceptance Testing (UAT) phase 
  • 1st line triage of raised defects – ensuring that all raised defects are actually defects/in scope requirements prior to raising with Frank
  • Support with CMS questions (following training) prior to raising with Frank 
Training co-ordinator
  • Plan the training session, inviting all required colleagues
  • Set up training session invite (e.g. MS Teams)
  • Internal knowledge transfer following the training session (e.g. sharing of training recording and Frank video guides)
Implementation manager Manage the overall planning of the deployment to include:
  • Liaison with the Frank Implementation Manager
  • Liaison with NHS DNS team and internal IT if required
  • Planning the launch
  • Internal communication of the deployment
  • Planning and co-ordination of post go live verification
  • Gathering input for the retrospective meeting

Frank

Role Responsibility
Main contact (PM)
  • All communication into the client to flow through this person
  • Manage the schedule of work along with regular updates on progression
  • Gather and manage risks/issues
  • Manage the Frank implementation tasks
  • The person can be changed for the different project phases
Escalation contacts (1st, 2nd, 3rd Tiers)
  • Point of contact for any decisions which the main contact’ does not have delegated authority to make
  • Co-ordinate further escalation where required
  • Liaise with the client's 1st Tier escalation contact
Developer
  • Build the site in line with the agreed scope and requirements
  • Raise any risks and issues to the build
  • Provide regular progression updates to the Frank PM
  • Support the client's Testing co-ordinator, providing timely fixes for defect re-tests 
  • Prepare for and facilitate the training session 
  • Prepare and execute the delivery of the site into live production, including google analytics and SSL certificate (if required)