Enhancing Critical Web Properties
Overview
A large federal agency focused on health care services faced the critical task of maintaining and enhancing high-visibility web properties. These mission-critical websites receive approximately two million monthly visits and serve up to 10,000 concurrent users. The primary challenge involved content management and data support while ensuring stability, availability, and confidentiality. Especially when handling sensitive Personally Identifiable Information (PII) and Protected Health Information (PHI). The agency required a partner capable of operating within an agile environment, adhering to both agency and U.S. Digital Service (USDS) best practices, and effectively collaborating with diverse stakeholders.
Agile Content Management and Data Support Expertise
TurningPoint was selected for this important work. Operating within a collaborative agile framework, we integrated seamlessly with agency content owners, government stakeholders, and other contractors to ensure the stability, availability, and security of the web properties. Our approach involved close coordination and prioritization of content management activities, and fostering effective stakeholder engagement. We aligned closely with the DevOps contractor's Scaled Agile Framework (SAFe) methodology, integrating our content management work into the development scrums and providing complete visibility into our work queue. To enhance efficiency and data accuracy, we leveraged Python scripting to automate the process of correcting data received from content owners. We utilized the Drupal content management system to manage content.
Our team employed CKEditor for on-the-fly content review and editing, coupled with a robust content workflow for version control, approval processes, and seamless publishing across separate staging and production environments.
Security and compliance for the project were paramount. TurningPoint adhered to Homeland Security Presidential Directive -12 (HSPD-12) and all agency Information Security requirements, including applicable Acceptable Risk Safeguards (ARS) for protecting PII and PHI across all multiple websites. We conducted regular audits leveraging tools like Google Analytics and SiteImprove to identify content requiring updates or removal, and to proactively address Section 508 accessibility.
U.S. Digital Services Playbook
TurningPoint engages stakeholders through coordinated content management with agency personnel and contractors to understand requirements. We prioritize tickets to ensure responsive support, including to senior leaders.
TurningPoint uses metrics and reports to identify lessons learned and improve content strategy. By observing data trends, we offer ideas to enhance customer satisfaction.
TurningPoint's team offers extensive experience in Drupal/DKAN content management, agile project management software (e.g., Jira),, bringing real-world understanding to content delivery for agency web properties
TurningPoint supports the Qualtrics website for Section 1115 demonstration postings. This includes posting applications for 30-day public comment, making comments public, and using them in the adjudication process, as legally required.
Our work was guided by the U.S. Digital Services Playbook, ensuring all activities aligned with best practices in digital service delivery.
Conclusion
TurningPoint's extensive experience in providing content management and data support for mission-critical government web properties, coupled with our deep technical expertise, made us the ideal partner for this customer. Our ability to seamlessly integrate with diverse stakeholder groups ensured efficient and collaborative project execution. Our proactive approach to website stability, accessibility, and data accuracy, enabled us to deliver high-quality, user-focused, digital services, ultimately enhancing the user experience for millions of Americans.