There are several different roles on the Common Web Platform (CWP). These roles are mostly held by agency staff, although some may also be held by vendors e.g. developers.

Depending on the structure of your agency, a person may hold one or more of the roles below.

We record people and their roles in a database of Service Desk user accounts. Our policy is that every user account maps to a person, with a name, email, and mobile phone. This ensures good security practice, allows us to readily contact people when we need to, and provides audit trails of who has carried out particular actions. For this reason we don't permit the use of accounts being shared by multiple people.


Each agency nominates a single sponsor, and this person’s name is written into the Participating Agency Agreement, a contract signed between the agency and Silverstripe. The Sponsor is the highest point of escalation at the agency. The Sponsor may be a CEO, CIO, head of communications, or other senior member. The Sponsor does not use the Service Desk.

Agency Relationship Manager

Each agency nominates a single Agency Relationship Manager, whose name is written into the Participating Agency Agreement. The Agency Relationship Manager is:

  • the primary contact at the agency for DIA and Silverstripe, in relation to the platform
  • a representative for the agency on the Operational Review Board
  • able to access reports and information about all Stacks for the agency, through the link) interface
  • able to determine which other people at an agency have access to the stack through the link) interface
  • required to be readily contactable to approve new Stacks
  • oversee the actions of one or more Stack Managers at an agency

It is up to an agency to decide the person to fill this role. An Agency Relationship Manager might be an IT manager, a communications manager or a digital channels manager.

For more information see matrix of roles and responsibilities.

Stack Manager

Each agency will have one or more Stack Managers. We use the term stack, because it can hold one or a collection of websites. Your Stack Manager is the business person responsible for a given Stack. One stack can only have one Stack Manager, but agencies can choose to have different Stack Managers for different Stacks.

An agency’s Stack Manager might be called Product Manager or Site Manager. They are the person who looks after the website on a day to day basis, rather than producing technical or content services.

A Stack Manager is:

  • provided access to technical and financial information about a specific Stack, through the Service Desk
  • required to be readily contactable to approve work requests that have a cost (changing stack size, requesting code warranty)
  • required to be readily contactable to approve technical requests such as production deployments (if a Deployment Manager has not been nominated)
  • executing asset and database transfers to and from production via link) (if a Deployment Manager has not been nominated)
  • control access for Developers for a Stack.
  • responsible for sharing information they receive from the Service Desk, about releases, changes and outages, to whoever else needs to be made aware in their agency or web services providers.   

An Agency Relationship Manager can create and remove Stack Managers, using the Service Desk.

For more information see matrix of roles and responsibilities.

Release Manager

An agency may wish to delegate technical responsibilities that a Stack Manager has, to a Release Manager. For example if the Stack Manager is a business representative and wants deployments to be managed by someone in their IT group.  Each stack can only have one Release Manager assigned. If no Release Manager has been nominated, then the Stack Manger manages these responsibilities.

The Release Manager will be contacted for relevant approval first, but if they are not contactable, the approval will be sent to the Stack Manager.

The Release Manager receives the same notifications as the Stack Manager. This includes information about outages, releases and changes.

The responsibilities of the Release Manager include:

  • approving deployments to production environments
  • executing asset and database transfers to and from production via link)
  • removing domain names associated with a stack

For more information see matrix of roles and responsibilities.

Backup roles

Certain roles - Relationship Manager, Stack Manager and Release Manager - allow backup nomination via the appropriate Service Desk ticket. Escalation to backup will occur if the primary manager is temporarily not available.

Backup roles mirror the abilities of the primary roles described in the Access Matrix below (with one exception), and people holding them will be able to exercise the privileges without any further special approval nor activation. See the relevant role description to find out what actions are permitted. The only exception is that the backup cannot change its own primary role, nor revoke its permissions (e.g. Backup Stack Manager cannot change Stack Managers).

If a the primary role will not be available for a period of time, backup can be activated via the Team Tab on the link) interface.

This will cause the escalation path to be adjusted to skip the primary and go straight to the backup. Backup can also be activated by the Service Desk staff upon discovering that the primary will not be available for a period of time.

Additionally, we will send all relevant comms to the backup roles as well, regardless of their activation status. This is because the backup roles can execute their privileges at any time and thus always need to be kept in a loop.

Content Editors

Each agency will generally have a group of Content Editors. A Content Editor is:

  • given limited access to the CMS administration interface, for one or more websites
  • responsible for authoring and/or publishing content to websites. Whether they can publish depends on how an agency has setup its workflow.

A Content Editor is expected to have a knowledge of writing plain English content, which is structured for the web. They need to understand the web standards for preparing web content. They also need to be familiar with using Silverstripe CMS. A Content Editor does not need to be able to write HTML and CSS.

Technical Users (including Developers)

Each agency will have a variety of Technical Users working on a Stack. These are normally web developers, but could also be change managers or other technical staff. Technical users may be vendors providing web services to an agency.

A Technical User is:

  • given access to the Shared Code Repository (GitLab (external link) (external link)) and Deployment Tools (Dashboard)
  • responsible for making templates and code changes (which define the appearance and functionality of a website)
  • able to request the transfer of code and data between environments and Stacks
  • able to make Service Desk requests for a range of reasons, such as logging issues, asking for a code review or getting access to site logs. If requests incur cost then they must be approved by the Stack Manager

Technical Users will typically have strong website development skills, including familiarity with HTML, CSS, JavaScript, PHP, and databases. An exception may be where an agency has dedicated Change Managers, who may instead only make use of deployment tools.

A Stack Manager can create and remove Technical Users using the Team tab on the link) interface.

For more information see matrix of roles and responsibilities.

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