HUD's Web Management Operating Procedures

Section 2: General Procedures

F. Managing HUD Public Ccomputers (HUD-PCS)

The purpose of the HUD Public Computers (HUD-PCs) is to provide access to the information on HUD's website to those who may not have Internet access and to assist HUD staff in answering questions from citizens who visit HUD offices.

The Departmental Web Team's Duties

The Departmental Web Team works with the Office of Administration and the CIO to maintain and manage the HUD-PCs. The Web Team works with Regional Web Managers to monitor maintenance and use of the HUD-PCs and to promote them.

Regional Web Managers' Duties

The Regional Directors, Web Managers, and Web Coordinators are responsible for ensuring that the HUD-PCs are maintained and promoted so that citizens are aware of this resource.

Regional Web Managers should ensure their Regional Directors are aware of the HUD-PCs and of their responsibilities for managing them. Regional Web Managers should train Web Coordinators to manage the HUD-PCs appropriately.

Determining the Location

The HUD-PCs must be positioned in a well-lighted area of the office, easily accessible to HUD guests and close to HUD staff who greet visitors. They should be in clear view of anyone coming into the office.

Web Managers should know where each of the HUD-PCs in their regions is located and should act promptly if HUD-PCs are placed in locations that are not conducive to their use by the public, working with the local FOD and Web Coordinator to relocate the HUD-PC to a more appropriate location.

If possible, post signs in lobby areas, letting the public know about the HUD-PCs and directing citizens to their locations.

The Right Equipment

HUD-PCs consist of the following:

• Dell Pentium computer
• 15 inch monitor
• Speakers
• Printer
• A mouse and a keyboard
• Cardboard front piece that is velcroed to the monitor
• Instructions on how to use the HUD-PC

If you encounter a HUD-PC that is missing one of these components, notify the Departmental Web Manager for Field Operations.

Instructing Local Staff

The Web Manager should ensure that the Field Office Director, the Web Coordinator, and the staff who sit close to the HUD PC are familiar with the websites and are ready to direct and assist customers in using the HUD PC.

Maintenance

Common problems that impact the use of HUD-PCs are:

• Poor placement - the public cannot see the HUD-PC when they come into the Office
• Poor maintenance - the HUD-PC is broken or the work area is dirty and unappealing
• Poor staff support - the local staff do not direct the visitors to use the HUD-PC or the local staff do not ensure that the HUD-PC are turned on each day
• Poor marketing - there are no signs advertising the availability of the HUD-PC and directing visitors to them

Web Managers should survey the local staff on a regular (at least quarterly) basis to identify any problems with the HUD-PCs. Chronic problems or problems that cannot be resolved by the Regional Web Manager should be elevated promptly.