Attachment C1 - DESE_Current_Process_Diagrams.pdf
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- Solicitation number
- BD-27-1036-EDU02-EDU02-133022
- Issued by
- Massachusetts
About this file
This document consists of process diagrams detailing the Massachusetts Department of Elementary and Secondary Education's (DESE) current website content management and publishing workflows. The diagrams outline five primary operational processes: new sub-site and content provider onboarding, standard content updates and publishing, ROT (Redundant, Outdated, Trivial) and external link maintenance, rework and accessibility issue resolution, and special request prioritization. The onboarding process begins with business need identification and progresses through content provider selection, training, and ServiceNow system access configuration. The standard publishing workflow encompasses content identification, drafting, review by content providers and program areas, accessibility confirmation, submission through the ServiceNow Web Request catalog task form, EOE Web Services review, and publication to the live DESE website. Each process employs decision points, policy milestones, and defined roles to ensure content accuracy, currency, accessibility, and web-readiness prior to publication.
The processes establish specific responsibilities for content providers, program authors, and EOE Web Services throughout the content lifecycle. Content providers are required to perform monthly reviews to identify and remediate redundant, outdated, or trivial content and monitor external link validity. The workflow includes quality assurance gates where incomplete, unclear, inaccessible, or non-web-ready submissions are returned to content providers for correction and resubmission, with provisions for refresher training when issues are identified. Special request prioritization accommodates emergency requests and Commissioner requests, which bypass standard processing timelines. The documented procedures emphasize accessibility compliance, document handling, link management, and structured approval workflows to maintain the integrity and usability of the DESE website infrastructure.
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In-Progress: New Sub-site and Content Provider Onboarding Includes decision points for sub-site request, requirements/timeframe, provider selection, training, and access setup
Start Business need identified Is a new sub-site needed?
Existing Content Provider
Business Manager contacts Web Team via email
Web Team schedules initial meeting
Discuss requirements, availability, and timeframe
Requirements and timeframe agreed?
Refine scope / timing with Business Manager
New sub-site project gets underway; Regular cadence meetings with Business Manager
Has Business Manager selected Content Provider?
Follow up with Business Manager to select provider
Web Team sets up orientation and training
Training completed?
Reschedule / complete required training
Add ServiceNow permissions for Web Request catalog task form access
Update Content Provider list on SharePoint site
Permissions and list updates complete?
Resolve access/list update issue
Content Provider authorized to submit web requests
End
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
Yellow diamond = decision | Yellow box = policy/milestone | Green = authorized/submission/publish/live | Purple = system access/admin | Red = rework | Orange = training
Review and validate Readiness Confirms content is accurate, current, approved, complete, accessible, and web-ready
Content Provider submits official request through ServiceNow Web Request catalog task form
EOE Web Services reviews request for completeness, clarity, publishability, accessibility, and required details
No
Yes Complete and Web-Ready?
Web Team prepares content, formatting, document handling, link updates, corrections, or removal
Web Team publishes the update, document, correction, removal, or change to live DESE website
Content Provider / program area reviews live page and confirms content appears correctly
Content Provider monitors assigned pages/sub-sites for accuracy, currency, ROT, and broken links
Standard Content Update / Publishing Day-to-day process for adding, updating, correcting, or removing website content
Start Content need identified new/update/correction/removal Program / Content Author drafts or updates content
Content Provider reviews accuracy, currency, relevance
Content Provider secures program/agency approvals
Confirm content is final and web-ready
Files / media included?
Confirm accessibility for files/media
Submit request through official web request system
EOE Web Services reviews completeness / publishability
Complete and web-ready?
Return to Content Provider for correction / clarification
Assign priority / SLA EOE Web Services publishes, updates, or removes content
Content live on DESE Website
Content Provider / Program confirms live update
End
Yes
No
No
Resubmit
Yes
Yellow diamond = decision | Yellow box = policy/milestone | Green = authorized/submission/publish/live | Purple = system access/admin | Red = rework
ROT and External Link Maintenance Monthly review, content lifecycle, outdated content, and external link monitoring after content is live
Start Content is live on DESE Website
Content Provider performs monthly content review
Check accuracy, relevance, ROT, and external links
ROT identified?
Redundant / outdated / trivial
External link issue identified?
No issue:
continue monitoring
Determine action:
update, archive, remove, consolidate, or replace link
Prepare correction / update / removal details
Submit request through official web request process
EOE Web Services processes approved update/removal
Production content updated, removed, or corrected
End
Yes
No
Yes
No
Yellow diamond = decision | Yellow box = policy/milestone | Green = authorized/submission/publish/live | Purple = system access/admin | Red = rework | Orange = training
Rework, Not Web-Ready, and Accessibility What happens when a request is incomplete, unclear, inaccessible, or repeatedly not web-ready
Start EOE Web Services reviews submitted request
Issue found?
Incomplete / unclear / not web-ready / inaccessible
No issue:
continue publishing process
Return request to Content Provider
Content Provider corrects issue or provides missing information Resubmit corrected request EOE Web Services reviews corrected request Now complete and web-ready?
EOE Web Services may require refresher training Content Provider completes refresher training
End
No
Yes
Yes
No
Yellow diamond = decision | Yellow box = policy/milestone | Green = authorized/submission/publish/live | Purple = system access/admin | Red = rework | Orange = training
Special Processes — SLA Priority Request prioritization emergency requests
Start EOE Web Services receives web request
Special request type?
Standard content request:
follow standard publishing flow
Assign priority / SLA:
emergency, Commissioner request.
Requirements meeting / clarification if needed
Promote update to production
EndNo
Yes
Yellow diamond = decision | Yellow box = policy/milestone | Green = authorized/submission/publish/live | Purple = system access/admin | Red = rework | Orange = training
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