5 Steps to Delivering Many Sites, Lowering Costs and Improving Site Governance

1 ©2016 Acquia Inc. — Confidential and Proprietary
Jeff Reed, Solutions Manager
David P. Butler, Platform Exec
5 Steps to Delivering Many
Sites, Lowering Costs and
Improving Site Governance

Many Questions
How to architect
a path from
current to future
digital platform &
team
Ways to
implement
governance that
brings order to
website chaos
Methods for
expediting
website
development and
delivery
How to organize
IT groups that can
serve as a
multisite service
provider
Steps to evaluate
and sell your site-
delivery service
to internal
stakeholders

Customer
Journeys
Inspire Engage Convert Re-Engage Loyalty
brand.com store.brand.com facebook.com/brand brand.blogspot.com
CRM Commerce Loyalty Marketing Sales
Web Mobile Campaigns Social IoT SupportVirtual
brand/My_Account
Multiple Brands
Multiple Regions
Anonymous
Registered

Experience Delivery Takes Teamwork
Digital
Marketing
IT DigitalDigital
Experiences

Benefits Realized at CPG Company
Digital
Marketing
IT Digital
Marketing: focus on what’s
important
– Bounced rate dropped
– Time spend on apps increased
– Traffic from mobile increased
IT: Reduced Costs per Site & ROI
– Deploy Sites $30k to $15K
– Security Scans 6mos to 6weeks
– Maintenance 10:1 efficiency gain

Different Roles
Digital Marketing
• Digital Creative
• Digital Strategy
• Content Editors
• Content Managers
• Content Developers
IT Digital
• Digital Platforms
• Digital Architects
• Site Builders
• Site Managers
• Site Engineers
Roles

Different Challenges
Digital Marketing
• Creative freedom
• Hassle-free campaigns
• Faster launches
• Cost efficient
• No worries: performance, security
IT Digital
• Common platform, service
• Continuous monitoring
• Compliance, Auditable
• Trusted security
• Reliability, control over all sites
Challenges

Vision of Success
Digital Business Consumers
• Faster launches
• Cost efficient
IT Digital Service Providers
Positive
Outcomes

BIG Gaps
Digital Business Consumers
• Faster launches
• Cost efficient
IT Digital Service Providers
Cost are
increasing
Skills gap
Orchestrating
digital change

What if?
Increase
digital
productivity
Higher
quality digital
service
One
Playbook

5 Steps to One Digital Playbook
1. Identify and create a digital governance team
2. Creative / maturity assessments
3. Create a site governance model
4. Create a governance process
5. Key components of governance platform

Governance
1. Identify and create a governance team
– Business, IT, and Corp “digital
presence architects”
– Skills: Creative;
Development; Building;
Operations
– Responsibilities: Capture
rules, principals, standards
– Establish knowledge system
Business
Development
Delivery
Operations

DEVELOP DELIVER GOVERN
PEOPLE
PROCESSES
TECHNOLOGIES
PLAN
DATA/INFORMATION
METRICS
Current State?

PEOPLE
PROCESSES
TECHNOLOGIES
PLAN
DATA/INFORMATION
METRICS
Future State?

PEOPLE
PROCESSES
TECHNOLOGIES
PLAN
DATA/INFORMATION
METRICS
Gap State?

3. Create a site governance model
– Digital Site - Standard Model
– Digital Business: Content architecture
and components
– Digital IT: Site architecture and
components
– Define the specific policies and principles
– Digital marketing: Customers, content,
consistency
– IT Digital technology: Standards, SLA,
security, changes
– Corporate Digital: Standards, compliance,
consistency
Corp
Content
Model
Policies
SLA
Site Spec
Brand
Content
Model
Policies
SLA
Site Spec
Commerce
Content
Model
Policies
SLA
Site Spec

3. Digital presence / site specs
Digital Presence Corporate Brands Regions Commerce Campaigns
User Experience
Dynamic content
Static content
Internet Apps
Site governance
Localization
Digital platform

3. Create a Site Governance Library
– Published Use Cases
– Consumers - Services
– Digital / App Consumers
– Digital / App Services
– Service Definitions
– Custom Site Service -
Design, Content,
Interactivity, Availability, Up,
Down
– Template Site Service -
Design, Content,
Interactivity, Availability, Up,
Down
– Published Digital Standards

4. Create a Governance Process
– Define the Digital Site roles:
consumers and providers
across the business and IT
organizations
– Content roles
– Site roles
– Admin roles
– Define Partner Roles
– Define the Digital Site lifecycle:
– Lifecycle: Creative;
Development; Testing;
Operations
– DigitalOps
– Request / Change
Governance

5. Key Components of a Governance Platform
Assembly
Reuse
BuildCreate
Delivery
Standards
ProvisioningProcess
Governance
Trust
ControlVisibility
Platform

CUSTOMER STORY: EXAMPLE
– Why Governance
– Difference between platform and site management
– Lifecycle of a feature request
– The Platform Team

Why Customer Needed Governance
– Customer’s sites will be implemented using a common
platform distribution
– New features and functionality will be requested
– D8 Core and Modules will have to be updated
– Site specific customizations will make the platform more
difficult to manage
– A centralized process for reviewing, approving, prioritizing and
developing new features is critical to maintaining platform
supportability

Platform Management
Centrally managed and rolled out to the entire platform
– Incremental improvements to existing features
– Addition of new features and functionality
– Security and stability updates
– New customers

Site Management
Customer sites
– Built and managed using features and functionality
included in the common platform distribution
– Custom themes based on the look and feel of customer
corporate sites
– Management of content and related assets

Lifecycle of a New Feature Request
Valuable to
the multiple
customers?
Feasibility Study /
Estimation
Yes
Valid Business
Case?
Prioritisation +
added to platform
backlog
Value only for
a specific
customer?
Feasibility Study /
estimation by Site
Operations Yes
Archive
No
No
No
Yes
Yes
New Feature
Request
Prioritisation +
added to site
backlog
Archive
Deploy to
Platform
Deploy to SiteValid Business
Case?
Archive
No
Product Request Review

Platform Groups
– Business Team
– Product Owners
– Determine business strategy and vision of the platform
– Review, approve and prioritize feature requests
– Communicate business requirements to Development Operations team
– Story grooming with Architecture Team
– Architecture Team
– Responsible for change management and feature development
– Put in place architectural governance
– Improve the common codebase
– Check compatibility of new features with the codebase
– Guarantee the coherence and maintainability of sites that currently on the platform
– Story grooming with Business Team
– Provide sizing estimates for requested work

Platform Groups
– Development Operations
– Responsible for maintaining the platform and ensuring it works as expected
– Support requests
– New feature requests
– Sprint management
– Platform development
– Site Operations
– Focused on enhancing content and experience
– Build and theme customer websites
– Manage customer requests
– Oversight
– Review adherence to compliance and security guidelines

Governance of Feature Requests
Business
Team
Architecture Team
Development Operations
Site OperationsOversight
Product Owner
Business
Solution Drupal
Integration TAM
Compliance Security
Tech Lead
Product
Manager
BE
Developers
FE
Developers
QA Team
Account
Managers
Design Lead Themers Site BuildersTech Lead
FE
Center of Excellence

Summary: One Digital Playbook
 Cost are increasing
– Standardization of the
approach & platform
 Skills gap
– Lower Complexity &
increase knowledge share
 Orchestrating digital change
– Governance & leadership
4. Create a
governance
process
5. Key
components of
governance
platform
1. Identify and
create a digital
governance team
2. Creative /
Maturity
assessment
3. Create a site
governance
model

Thank You

5 Steps to Delivering Many Sites, Lowering Costs and Improving Site Governance

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5 Steps to Delivering Many Sites, Lowering Costs and Improving Site Governance