HUD's Web Management Operating Procedures

Section 3: Management Controls

I: Quality Management Reviews (QMRs)

Each year, the Office of Departmental Operations and Coordination, in cooperation with the Office of Field Policy and Management, develops a schedule of offices that will receive Quality Management Reviews.

Part of ODOC's responsibility during the QMRs is to look at web management operations in the office. We have developed very specific standards, measures, methodologies, and interview questions in four basic web management areas, to determine how effectively web management - and in particular, all the essential coordination - is being handled in the office being reviewed (see Appendix J).

• Web Content Management
• Promoting HUD's Web Products
• Web Training
• Managing Web-Generated Email

Departmental Web Team's Role

• The Departmental Web Team updates the QMR standards, measures, methodologies, and interview questions annually, prior to the start of QMRs.
• The Departmental Web Managers determine which QMRs need an indepth look at web management and, if necessary, assign a Web Team member to serve on the QMR team. For other QMRs, the Departmental Web Managers provide any appropriate background information and/or issues to examine to the ODOC team leader, prior to the review.
• The Departmental Web Manager for Field Operations responds to any questions from the ODOC team leader during the QMR, providing recommended actions as appropriate.
• The Departmental Web Manager for Field Operations follows up with the Regional Web Manager on any issues, ensuring actions for which the Web Manager or Web Coordinator are responsible are being taken.
• On occasion, the Departmental Web Managers may be asked to determine when an observation or issue should be closed.

Regional Web Managers' Roles

• Regional Web Managers should use the QMR process as an opportunity to educate Field Office Directors and other staff on the important roles and coordination necessary for effective web management.
• Get on the agenda of a Regional staff meeting early in the year to go over the web management QMR criteria and answer questions
• Train the Web Coordinators in your region on the QMR standards, and offer suggestions for ways to address all the standards.
• Before the review, contact the FOD and Web Coordinator to go over the web management QMR criteria again and provide suggestions on how web management could be improved. Offer to assist in conducting staff training.
• Follow up with the FOD and Web Coordinator after the review, offering appropriate assistance in addressing any observations or issues.
• Regional Web Managers may be interviewed during the review process, as defined in the ODOC standards and methodology for reviewing web management (Appendix J)