Change request process for the European Commission website (ec.europa.eu/info)
| Area | Request type | Identification | Approval | Implementation |
|---|---|---|---|---|
Architecture level 0-1-2-3 |
| Department => CEM | DG Comm | Department / DG Comm |
| Daily updates level 0-1-2-3 | No request is needed | No action is needed | DG Comm needs to be informed. No | Department |
| Architecture level 4 onwards | No transformation can be done without explicit approval from DG Comm. | Department => DG Comm | DG Comm | Department |
| Content types | Modification or request of a new content type | Department => CEM | DG Comm | DG Comm |
| 3rd party tools & databases | Request to embed a 3rd party tool or database | Department => CEM | DG Comm | Department + DG Comm |
| KPIs | KPI update, measurement or information | Department => CEM | DG Comm | DG Comm |
Content change processes
Various degrees of approval/information are necessary depending on the type of action and the level on the European Commission site. DG Communication is responsible for, and the owner of, levels 0-1-2-3. Departments are responsible for levels 4 and below.
Change requests on level 0-1-2-3 needing DG Communication's approval
On levels 0-1-2-3, DG Communication shall be informed of and agree to any changes to and/or the creation of entirely new pages before they are made. This is to help provide a quality experience for users by ensuring a coherent architecture and maximising search engine optimisation.
Changes might include the following
- navigation labels, breadcrumbs and page titles
- structure
- adding new links (navigational blocks) to existing pages
- changing the destination URL of links (navigational blocks)
Process
Before submitting a change request, the lead department responsible for the content in question is expected to have approval from other stakeholder departments if needed.
Departments then need to send the request to Comm Europa Management - CEM (with Europa account manager in Copy).
Departments should provide sufficient information for DG Communication to understand the content and the reason for the change request.
Updates on level 0-1-2-3 not needing DG Communication's approval
Daily content updates do not need DG Communication’s approval, but DG Communication does need to be informed depending on the type of update.
Departments perform the updates themselves.
DG Communication does not need to be informed about new items or updates to the following types of content:
- news
- events
- publications
- public consultations (from before July 2018; new consultations need approval from SecGen)
- organisation charts
- contacts
- persons
- translation of the above
DG Communication does need to be informed via Comm Europa Management - CEM (with Europa account manager in Copy) about updated items if they are any of the following:
- department pages (except updated organisation chart)
Content must follow rules and guidelines on web writing and content types (EU login required)
In the case where, following publication, DG Communication has well substantiated comments in line with the corporate needs of the respective class and of the Commission, the departments will take these into account and make the changes.
Any work on level 4 onwards
Although departments can proceed to work on their own content on level 4 onwards, full transformation of another site's content to the Commission site can only go ahead in agreement with DG Communication.
Process
Departments to contact their Europa account manager.
Escalation procedure
In case of disagreement on any of the above mentioned issues, that can't be solved between the DGs web coordinator(s) and the Europa account manager, the following escalation procedure applies:
1) For department content:
Head of Corporate web presence Sector (COMM B3.03), and department
2) For cross-department content of a class:
Department having a stake in the contested content and Head of Corporate web presence Sector (COMM B3.03)
3) For cross-class content
HoU having a stake in the contested content and Head of Corporate web presence Sector (COMM B3.03)
Trial period
In order to establish service levels in terms of response times from DG Communication, the different services included on this page are being piloted for a period of three months. After this period, DG Communication will propose a target response time per service and a target percentage of request within the target response time.
Until response times are established, DG Communication will respond to all requests in a timely manner.