1. Introduction
A departmental website is an important tool that citizens and other audiences can use to learn about the department – its leadership, work, programmes and projects, the services it delivers, the documents it publishes and other information resources it provides.
The website’s content should be relevant to its purpose and audience. It should be broad enough and deep enough to meet the audience’s needs.
Only information that is suitable for the public domain should be posted to the website – classified information or information meant for departmental officials should not be posted.
2. Minimum content for all departmental websites
Users expect to find the same minimum content on all government websites under the same links.
All government websites must therefore contain the following minimum content, using standard terminology.
2.1 About us
This section of the website gives an overview of the composition and functions of the department and its relevant advisory/statutory bodies. “About us” must include:
2.1.1 Vision and mission
The vision, mission, goals and objectives of the department. It might be presented as an introduction to this section of the website.
2.1.2 Ministry
Information about the Minister and Deputy Minister to which the department reports, i.e. contact details, photos, short profiles and a link to their speeches and statements. Also include their main responsibilities.
2.1.3 Structure and functions
Information on the composition/structure and functions of the department:
2.1.3.1 An organogram or organisational chart.
2.1.3.2 Information about business units. Give a description of functions and responsibilities of each business unit (branches, chief directorates, directorates).
2.1.3.3 Contact information for the DG and managers of business units (DDGs, CDs, Directors), and for officials responsible for specific functions. Provide telephone and fax numbers and e-mail addresses.
2.1.3.4 Short profiles with photos of the leadership of the department (DG, DDGs).
2.1.4 Jobs
The minimum requirement for this category is to advertise vacancies in the department:
2.1.4.1 Give details of how to apply, and make the Z83 application form available for downloading.
2.1.4.2 Explain recruitment policies and procedures.
2.1.4.3 Add “vacancies” in the description to ensure that users searching for this term will find this page.
2.1.4.4 Use this page also for career guidance and to provide more information on job creation, rather than just listing vacancies.
2.1.5 Tenders
Publish bids that are advertised (with documents related to the bids, i.e. forms to be completed and specifications), bids awarded, bid procedures and the process to register as service provider for the department. Remember to remove it following the submission date.
2.1.6 Statutory bodies
Information about relevant advisory or statutory bodies associated with the department:
o information that explains the oversight role of the department
o introduction to each of the advisory or statutory bodies
o prominent links to the websites of these bodies.
2.1.7 Access to information
Details on how to access information in the department, accompanied with the department’s Promotion of Access to Information Act (PAIA) manual.
2.1.8 Strategic documents
Link to strategic documents that relate to the work of the department, such as strategic plans and annual reports (published in the Resource centre).
2.1.9 Legislation
Link to legislation administered by the department (published in the Resource centre).
2.2 Resource centre
This section of the website includes information resources that the department developed. Where relevant, include:
2.2.1 Legislation for which the department has the lead responsibility. Include:
2.2.1.1 Draft Bills
2.2.1.2 Bills
2.2.1.3 Acts
2.2.1.4 Regulations
2.2.1.5 Notices
2.2.2 Magazines and other publications
2.2.3 Newsletters
2.2.4 Fact sheets, brochures and leaflets
2.2.5 Policy documents (Green Papers, White Papers, other)
2.2.6 Strategic plans, annual reports, other reports
2.2.7 Forms
2.2.8 Guideline documents
2.2.9 Multimedia products produced by the department, including audio files, videos, photo, etc.
2.2.10 Other documents.
It is good practice to display documents that call for public comment prominently on the website. Remember to remove it when the “comment by” date has been reached.
2.3 Newsroom
This section provides news and information of interest particularly to the media, e.g.:
2.3.1 media statements, announcements, media advisories
2.3.2 speeches delivered by the Minister, Deputy Minister or leadership of the department (DG, DDGs)
2.3.3 events related to the department or Ministry – schedule of activities and events occurring today and planned for the future
2.3.4 news stories
2.3.5 links to photos than can be used by the media (Photos you can use)
2.3.6 parliamentary questions and answers
2.3.7 information on media accreditation
2.3.8 media contacts
2.3.9 links to audio clips and videos
2.3.10 link(s) to campaigns available under Programmes.
2.4 Programmes (if relevant)
Provide information about the department’s programmes, projects and campaigns, e.g. EPWP.
2.5 Services (relevant for service-delivery departments)
If a department renders any service to the public or other government departments, the departmental website must provide information for each service.
2.5.1 A service is defined as a two-way interactive transaction (manual or online) with the South African government.
2.5.2 The following minimum content must be available for each service:
2.5.2.1 Title. It must be clear and easy to understand (e.g. Apply for an identity document).
2.5.2.2 Description/ explanation of what the service entails:
- You should give answers to questions such as: Who qualify for the service? For what can I apply? Why should I apply?
- Where relevant, you can also indicate requirements for getting the service and under which conditions the department will provide the service.
2.5.2.3 All the steps that the applicant has to follow to apply for the service:
- You should give answers to the question such as: How must I apply? Where must I go to apply?).
- You must also include information about how the applicant must hand in the application (i.e. whether the applicant must post it or give it personally to the relevant office), how the applicant should pay, what the applicant can expect after handing in the application, procedures the applicant have to follow if the application is unsuccessful.
- Number the steps and display them in a logical order.
2.5.2.4 Application forms. Where relevant, provide forms on the website for applicants to request services from the department (either for downloading or printing, or for online application):
- List only the application forms that will be completed by the applicant, not by the officials of the department.
- Make sure that the form will be accepted at the service delivery offices or centres.
2.5.2.5 How much will the applicant have to pay for the service? The cost could be a set price (R890), price range (R520 – R800) or displayed in a table in the case of different pricing structures.
2.5.2.6 The time it will take for your department to provide the service after the application has been submitted.
2.5.2.7 Contact details where applicants can get further information or assistance to apply for the service.
2.5.2.8 Any additional information that the applicant will need about the service.
2.5.2.9 Links to:
- relevant Acts, Regulations
- other relevant websites.
2.5.3 Where relevant, services must be grouped according to the following audiences:
2.5.3.1 Services to residents
2.5.3.2 Services to organisations
2.5.3.3 Services to foreign nationals
2.5.3.4 Services to government.
If a department have many services, you should also group the services according to topics/subjects.
2.5.4 In addition to information about services as defined in par. 2.5.1, you can also:
- provide information that explains the process your department follows when providing services to citizens where there is no application process (e.g. housing, primary healthcare or doing business in South Africa)
- provide useful information about how citizens can access e.g. consumer information or debt counselling.
2.5.5 You must ensure that changes to existing services (also cost and contact details) are updated immediately. However, make sure that the changes are implemented at coal-face level before you change the information on your website.
2.6 FAQs (Frequently asked questions)
This section should contain real questions with detailed answers. Do not add every question received from users – focus on those most frequently asked. To assist users to find information, you can group the FAQs in categories.
2.7 Links
There must be links to relevant and authoritative external websites.
2.7.1 All departmental websites must provide links to:
2.7.1.1 South Africa Government Online (www.gov.za)
2.7.1.2 relevant advisory or statutory bodies associated with the department
2.7.1.3 relevant government websites on national and provincial level.
2.7.2 Departmental websites should also link to relevant non-departmental websites. When you select websites to link to, take note of the following principles:
2.7.2.1 Link to registered non-government organisations/Section 21 companies or professional organisations that add value to or complement the department’s programmes, and to business organisations that partner with the department.
2.7.2.2 As a general rule, government websites should not link to commercial websites.
2.7.2.3 Only link to websites that:
- contain authoritative and accurate information about relevant subject areas (e.g. health; employment)
- complement existing information on your website – the website should provide more information than is available on your website
- add value to or complement government programmes and activities
- do not promote illegal activities (e.g. taking drugs, theft, copyright violation), promote pornography and violence or indulge in hate speech and racism.
2.7.2.4 Only link to public websites. Do not link to a website that is not accessible to the broad public (e.g. your departmental Intranet).
2.7.3 Best practice principles when selecting links to external websites (departmental or other) include the following:
2.7.3.1 Link to a website rather than duplicate information that is published on another website.
2.7.3.2 Do not link to websites or pages that are under construction.
2.7.3.3 Links used in text should go to specific pages on other websites (deep links), not just to the home page.
2.7.3.4 The disclaimer on your website should include a notice that the department:
- does not guarantee or makes no representations or warranties as to the accuracy, relevance, timeliness, completeness or any aspect relating to websites maintained by third parties over whom your department has no control
- does not endorse the websites or views expressed or the products/services they offer.
2.7.3.5 To avoid potential legal repercussions, it is advisable to obtain advance permission from the owner of the website to which you want to link.
2.7.3.6 It is good practice to allow inbound links to your departmental website. The departmental website is a public domain website. This means that external websites should be allowed to link to your website at no cost or without seeking special permission.
2.8 About the website
This page should include an orientation to the website, e.g.:
2.8.1 the purpose and aim of the website
2.8.2 the intended target audiences of the website
2.8.3 an overview of the scope of content on the website
2.8.4 other information that may assist the user to use the website, e.g. document formats, tips on searching for information, list of acronyms used on the website, etc.
2.9 Terms and conditions of use
This page must contain provisions with regard to issues such as usage and copyright, intellectual property rights, security and privacy. It must also contain a content disclaimer to protect the owner department from any liability.
2.9.1 Usage and copyright
Users should be allowed to copy or download content for non-commercial purposes. However, if users wish to use content from the website for commercial purposes, they should first get permission from the department. Prohibit other websites from framing any page on your website.
2.9.2 Intellectual property rights
State that all content, data and trademarks, including software, technology, databases, know-how, text, graphics, icons, hyperlinks, private information, designs, programmes, publications, products, processes, or ideas described in the website, may be the subject of other rights, including other intellectual property rights, which are the property of or licensed to the department or a legal entity, and as such are protected from infringement by South African legislation and international treaties and conventions. Also state that, subject to the specific rights afforded to the user in the terms and conditions, all other rights to all intellectual property on the website are expressly reserved.
2.9.3 Content disclaimer
The department should protect itself from any liability. The disclaimer should state the following:
2.9.3.1 The information on the website is not necessarily exhaustive in its treatment of the subject matter.
2.9.3.2 The use of the information on the website is at the user’s own risk and the department will not be liable for any damages, loss or liability arising from the use or inability to use information on the website.
2.9.3.3 The department cannot guarantee the accuracy of information that is maintained by third parties (e.g. information that originated outside of government and. Or is linked to from the website).
2.9.3.4 The inclusion of links to other websites does not imply the department’s endorsement of such sites. The department is not responsible for the use, or inability to use or access any linked websites or any links contained in a linked website.
2.9.4 Privacy
2.9.4.1 You must allow users to access departmental websites without providing any personal information. Make users aware that the department may track information to identify categories of users, by items such as IP addresses, domains, browser types and pages visited and that the web manager uses this information to ensure that the website serves as a useful and effective information resource. However, assure users that personal information such as the user’s name or e-mail address will not be collected.
2.9.4.2 If the website registers users for a specific purpose (e.g. to request future information, register online for an event, etc.) the user must be assured that personal information will only be used for limited purposes, e.g. to create a personal profile to customise its response to further requests, to improve the website or to respond to the user.
2.9.4.3 Make users aware that the department may provide users’ information to service providers that handle information on behalf of the department.
2.9.4.4 However, users’ information should not be shared with third parties for secondary or unrelated purposes.
2.9.5 Security
2.9.5.1 Assure users that the department has in place reasonable commercial standards of security to protect information provided by users from loss, misuse, alteration or destruction and that all reasonable steps are taken to secure a user’s information.
3. Department-specific content
3.1 Over and above the minimum content, departments may have content that is unique to the functions of that department. This content must also be published on the departmental website.
3.2 The nature of content belonging to a particular government department will determine the number of navigation items and choice of terminology. Use terminology that reflects the department’s specific programmes and services and that will be clear to users who may not be familiar with the terms used internally in government.
4. Use of official languages
4.1 All potential users, irrespective of their educational background, must be able to use the information on the website. The content and language should be user-friendly and understandable for all people.
4.2 If information is available in languages other than English, it should be published on the website.
5. Advertising on government websites
5.1 There should not be endorsement or advertising of commercial products on South African government websites.
5.2 Paid advertising is not allowed on any departmental website.
5.3 When government departments have a significant input to an event such as a conference organised by a commercial event management company, this event may be promoted and a link provided to a website where the user can get more information or register. Organisations sponsoring departmental activities may only be acknowledged in text on the relevant page.
5.4 You may only add logos of organisations sponsoring departmental events to the departmental website if approved by the Head of Communications (HoC) or a designate. Approval will be granted only in exceptional cases.
6. Communication between departmental officials and citizens or website users
Feedback is vital to ensure that websites are responsive to user needs. In addition, interactive communication with citizens and other audiences through the Internet is becoming increasingly important and valuable for governments. Citizens expect to be able to communicate with government and to receive some form of acknowledgement or reply.
Provide the following links on all pages of the website:
6.1 Feedback
6.1.1 Give an e-mail address or link to a page that allows users to give feedback or comments about the website to the website manager, ask questions about the website or request help to access information on the website. Website managers should respond to questions or acknowledge comments within eight working hours.
6.2 Contact us
This section must include comprehensive contact information for the department:
6.2.1 General contact information for the head office and regional offices. Provide directions to the offices. Alternatively, you can use Google maps for this purpose.
6.2.2 Contact information for the Information Officer (in terms of PAIA).
6.2.3 Contact information for the Head of Communications.
6.2.4 Contact information for the website manager.
6.2.5 Helplines / call centre / emergency numbers related to the department.
6.2.5 Social media platforms, e.g. Facebook, X, Instagram, TikTok, LinkedIn, etc.
You will have to test and implement new methods for citizen-government interaction as the technologies develop and as they prove useful to government officials.