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1. Monitoring Objectives

• Ensure Website Uptime and Reliability: To confirm that the website remains consistently accessible to users with minimal downtime, supporting business continuity and user trust.
• Verify Security Functionality: To ensure that firewalls, intrusion detection systems (IDS), SSL certificates, and other cybersecurity features are active and functioning as intended.
• Detect and Resolve Broken Links: To regularly scan for and correct non-functional hyperlinks, preventing user frustration and ensuring content accessibility.
• Analyse Website Traffic: To collect, interpret, and report on user behaviour and website usage patterns, enabling data-driven decisions for content improvement and service delivery.

A. Performance Metrics

• Page Load Speed: Measures the time it takes for web pages to load completely on different devices and networks.
• Server Uptime: Monitors the availability of the server, ensuring it remains live and responsive around the clock.
• Server Response Time: Tracks the time the server takes to respond to user requests, which impacts user satisfaction and SEO rankings.

B. Functional Checks

• Interactive Components: Verifies that elements like menus, buttons, sliders, and pop-ups work as intended.
• Web Forms: Tests the functionality of contact forms, application submissions, and search fields to ensure data is properly submitted and received.
• Dynamic Content: Ensures that pages with real-time content (e.g., news updates, tender listings) display and refresh correctly.

C. Link Integrity

• Broken Link Detection: Automated scans are performed to identify and remove or update links that lead to error pages or inactive destinations.
• Redirect Validation: Checks the accuracy and functionality of redirects to ensure users land on intended pages.

D. Traffic & User Behaviour Analytics

• Visitor Statistics: Includes data such as number of visits, page views, bounce rate, and session duration.
• Geographical Distribution: Identifies the regional origin of website traffic to assess audience reach and tailor content accordingly.
• User Behaviour Patterns: Analyses navigation flows, popular pages, and drop-off points to improve the website’s structure and content strategy.

3. Feedback Mechanism

• A dedicated feedback form is available on the website for visitors to share their comments, suggestions, or concerns.
• All collected feedback is systematically reviewed and analysed to identify areas of improvement, enhance user experience, and ensure better service delivery.

a) Web Information Manager (WIM)

The Web Information Manager is primarily responsible for ensuring the quality, accuracy, and relevance of the content on the website. The WIM coordinates with various departments to ensure seamless information flow and addresses content-related and user satisfaction issues.
Key responsibilities include:

• Overseeing the quality and quantity of all content and services on the website.
• Formulating and implementing content lifecycle policies, including content provisioning, moderation, approval, and archival.
• Ensuring all published content is authentic, up-to-date, and accurate, and that outdated or obsolete information is removed promptly.
• Regularly validating and updating hyperlinks to maintain navigational integrity.
• Enhancing the website’s search engine visibility to improve discoverability and outreach.
• Responding to visitor queries and feedback, either directly or through an authorized representative.
• Ensuring transparency and accessibility by displaying their complete contact details on the website.

b) Technical Manager and Website Management Team

The website is developed and managed by a dedicated team under the supervision of a Technical Manager with expertise in web technologies and application development. The team comprises professionals skilled in HTML, design, programming, content development, etc.
Core Competencies of the Technical Team:

• Web development
• CMS management
• Web application testing
• UI/UX and accessibility compliance
• Website performance optimization
• Cybersecurity protocols
• Adherence to DARPG guidelines

a) Contingency Plan for Defacement and Downtime

Defacement Protection Policy

• The website undergoes regular security audits for application vulnerabilities and performance.
• Any modification at the application level mandates re-auditing of the platform.
• Server configurations and logs are continuously monitored.
• Access to servers is restricted to authorized administrators only.
• Servers are secured within locked environments and protected by network firewalls.
• Content updates are executed through secured FTP using VPN protocols.

Monitoring for Defacement
Defacement is monitored through:

• NIC's Cyber Security Division and Central Helpdesk regularly analyse server logs and monitor website integrity.
• Internal Development Team conducts frequent checks. Any incident is promptly reported to both the Technical Manager and Web Information Manager via phone and email.

Actions to be taken Post-Defacement
Upon detection, the following steps are undertaken:

• Temporary suspension of the affected services based on the severity.
• Analysis of logs and troubleshooting the breach source.
• Restoration of affected content from backups or activation of the Disaster Recovery (DR) site.
• Coordination with security authorities for forensic analysis and reporting.
• Implementation of security recommendations and re-auditing of the application.

Key Contacts for Incident Response

Restoration Timeline

Restoration time is determined by the severity of the incident. For Severity Level 4, response time is under 30 minutes.

b) Data Corruption Recovery

• Daily backups of website data are maintained at the NIC Data Centre.
• These backups facilitate rapid recovery and minimize data loss in the event of corruption.

c) Hardware/Software Failures

• The NIC hosting infrastructure has redundant systems to handle any unexpected crashes.
• In case of failure, restoration from backup servers can be completed within 24 hours.

d) Natural Disasters

• In the event of a disaster, instructions from NIC will trigger the activation of the Disaster Recovery site.
• Real-time storage-based replication ensures continuity and data preservation.