Web Services

Web Services manages maryland.gov - the State’s Internet portal - as a central location for citizens to access services provided by enterprise state agencies. Web Services operates an enterprise content management platform for hosting of agency websites. The division administers standards and guidelines for agency web sites, accessibility, graphics, social media and statewide web applications.

Open-Source Website Development Services (WordPress)

Service

Description

The Maryland Department of Information Technology offers public facing, open-source websites that deliver a consistent and intuitive experience to citizens who interact with state government on the web and via mobile devices. Open-source website development services include professional planning, design, site configuration, hosting and maintenance support. Websites are developed on the Content Management System (CMS), WordPress.

Features and Benefits

Deployment of sites using standard design
Responsive web design
Non-Visual Accessibility (NVA) compliance
Reliability and scalability on the state’s enterprise cloud-based platform
24 x 7 x 365 website availability and customer access to CMS
High availability and performance during high traffic timeframes and planned maintenance
Access to testing and development environments
High capacity storage
Security management of intrusion detection, user authentication, and user licences
Server administration including all server software upgrades, patches and hotfixes.
File system backups and server snapshots to meet recovery time objectives and Disaster Recovery (DR).
Monitoring of website availability, performance and supported services including:

All network traffic
Administration access
Anti-virus software by DoIT Security Services and Cloud Infrastructure via web application firewall (WAF).

Planning, migration, redesign and new site development
Troubleshooting and fixes of standard features and functionality

Department Owner
Web Services

Service Owner
Carl Hobbs
carl.hobbs@maryland.gov
443-229-1381

Support Contact
DoIT Service Desk
service.desk@maryland.gov
410-697-9700

Status
Currently offered

Eligible Customers

Enterprise Agencies	Yes
Standalone (Non-Enterprise) Agencies	Yes
Counties	No
Local Municipalities	No
Public	No

Notes:
N/A

Service Prerequisites

Before service can be provisioned, the customer must meet the following requirements:

DoIT Provided Services	Use of DoIT maryland.gov Domain Registration Services (DNS) is required. DoIT Server and Storage allocation DoIT security standards for all websites Subscription to networkMaryland services
Technical	N/A
Non-Technical	Customers approve and sign Statement of Work (SOW) and service agreement(s) prior to project kick-off Provide three (3) customer contacts to be used as contacts for this service.

Notes: N/A

Scope of Service

This section outlines the area of responsibility between the provider (DoIT) and the customer.

In Scope	Public websites that are able to be hosted in SharePoint or WordPress. Replicated large datasets stores that may be imported on a scheduled basis.
Out of Scope	Websites that are not able to be hosted using SharePoint or WordPress. Intranet/Extranet hosting. Integration or direct connections to resources(databases) inside customer networks. Storage of Personal Identifiable Information(PII).
Customer Responsibilities	Shared services websites will adhere to agency website guidelines (http://doit.maryland.gov/webcom). Provide at least one content manager to be trained by Web Services. Maintain a list of all users and permissions to the website Notify DoIT Web Services of any changes to the list of content managers Review all content and approve publishing in a timely manner. Supply all existing source code, databases, system documentation, and access to site analytics of any existing website. Not upload sensitive, Personally Identifiable Information (PII) to public websites.(See Service Catalog listing - Web Application Development for options) Report any request for service to the DoIT Service Desk.

Service Level Agreements

Category	Enterprise Customer	Standalone Customer
Availability	99.9% Uptime, excluding planned maintenance	99.9% Uptime, excluding planned maintenance
Capacity	See Pricing Guide	See Pricing Guide
Support Hours	24 x 7 x 365	24 x 7 x 365
Maintenance Schedules	Websites will be available during planned maintenance windows, however, content changes will be frozen Planned Maintenance notices are sent 2 weeks in advance Wednesdays between 9PM - 12AM, or Sat/Sun 12AM – 6AM or 10PM - 1AM	Planned Maintenance notices are sent 2 weeks in advance Wednesdays between 9PM - 12AM, or Sat/Sun 12AM – 6AM or 10PM - 1AM
Upgrades and Refreshes	Version upgrades occur quarterly	Version upgrades occur quarterly

Open-Source Website Development (WordPress) Services - Service Agreement FY21