ReNo - A holistic web quality framework (ReNo)

Published on: 20/11/2008
Document
ReNo (Référentiel de normalisation pour les sites web du Gouvernement) is a holistic web quality framework mandatory for all Luxembourg Government websites. ReNo is a sustainable long term approach backed by political decisions and a highly competent team. It has a huge impact on the citizens and increases social impact of eGovernment as it is mandatory for all Government websites (i.e. ~120 websites).

Technology solution

Technology choice: Proprietary technology, Standards-based technology, Mainly (or only) open standards, Accessibility-compliant (minimum WAI AA)

Main results, benefits and impacts

ReNo (Référentiel de normalisation pour les sites web du Gouvernement) includes the following elements: - A global web strategy for the whole Government defining an urbanistic mid-term vision for the Internet presence of the Government - Quality standards and guidelines (usability, accessibility, webwriting, user centric design, W3C standards, technical standards, etc.) - A mandatory, centralised, common and standardised technical infrastructure (same CMS, standardised templates, standardised object classes, shared standardised technical modules for functionalities used on several websites, ...) - A standardised project management approach based on the project management methodology Quapital-HERMES and inspired by the ISO standards 13407 (Human-centred design processes for interactive systems) and 9241/Parts 10-17 (Ergonomic requirements for office work with visual display terminals) - A support, training and competence center which offers courses, coaching and support and provides tools (user manuals, training manuals, checklists, software solution perfoming automatised quality tests, software for usage statistics, etc.) enabling the responsible staff of the different project owners to become and to stay compliant to ReNo - Mandatory quality assurance procedures and checks performed by a central QA team which checks the compliance to ReNo of the web projects during the project phase and before they go online Regarding inclusive eGovernment ReNo defines usability criteria and procedures, accessibility guidelines (Level AA of WCAG 1.0), accessible standardised templates (Level AA compliant) and offers tools for multi-channel delivery (newsletter, RSS, XHTML and CSS2 compliant templates enabling to view the webpages through PDAs, smartphones, etc.).

Return on investment

Return on investment: Not applicable / Not available

Lessons learnt

Lesson 1: Common infrastructure. It seems nearly impossible to guarantee the progressive effective compliance of all Government websites to common standards without offering a central common infrastructure which is already compliant as far as possible to the defined criteria and limits the workload of the project owners to those aspects only they can manage (content, webwriting, business procedures, ...). This is even more true in the context of a small country with few human ressources where efficiency is a must in order to be able to attain results. Lesson 2: Competence and quality assurance center. It is necessary in order to be able to work in an efficient an effective way to create a central competence center which groups the necessary specific and diverse competences which work on each of the projects. The use of external ressources that intervene only on a few projects has proven to create unnecessary workload, many conflicts and poor quality. The reason is that professionnals working in the complex, multi-disciplinary and high quality oriented context created by ReNo, need to know in detail ReNo. Lesson 3: Difficulty to convince organisations of the need of an urbanistic approach. ReNo defines an urbanistic vision which aims at limiting the Governement websites to the necessary minimum and at reorganising the Internet presence of the whole Government in a user centric way. This means reducing the number of websites progressively from 120 to 140 and replacing small low impact institutional websites of ministries and administrations by large high impact horizontal or thematic portals structured in a user centric approach. This vision, even if more and more portals go online, has proven to be far more diffcult to implement and will take more time than expected because of the necessity to overcome many resistances and to convince the project owners. Scope: National