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Merge pull request #1160 from GSA/449-one-pager-content-updates
449 one pager content updates
This commit is contained in:
Tim Lowden
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# Get started
|
||||
|
||||
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||||
1. ## Check if Notify.gov is right for you
|
||||
<p>Read about our <a class="usa-link" href="{{ url_for('main.features') }}">features</a>, <a class="usa-link" href="{{ url_for('.pricing') }}">pricing</a> and <a class="usa-link" href="{{ url_for('main.roadmap') }}">roadmap</a>.</p>
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1. ## Everyone starts in [Trial Mode](/using-notify/trial-mode)
|
||||
Explore Notify, add team members, and practice [sending messages to teammates](/using-notify/trial-mode).
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||||
|
||||
2. ## Personalize content
|
||||
Learn how to [personalize messages](/using-notify/guidance) to increase response.
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||||
|
||||
2. ## Create an account
|
||||
{% if not current_user.is_authenticated %}
|
||||
<p><a class="usa-link" href="{{ url_for('.register') }}">Create an account</a> for free and add your first Notify service. When you add a new service it will start in <a class="usa-link" href="{{ url_for('main.trial_mode_new') }}">trial mode</a>.</p>
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||||
{% else %}
|
||||
<p>Create an account for free and add your first Notify service. When you add a new service, it will start in <a class="usa-link" href="{{ url_for('main.trial_mode_new') }}">trial mode</a>.</p>
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{% endif %}
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||||
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||||
3. ## Write some messages
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||||
{% if True %}
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||||
<p>Add message templates with examples of the content you plan to send. You can use our <a class="usa-link" href="{{ url_for('main.guidance_index') }}">guidance</a> to help you.</p>
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||||
{% endif %}
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||||
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||||
4. ## Set up your service
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||||
{% if not current_user.is_authenticated or not current_service %}
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||||
<p>Review your settings to add message branding and sender information.</p>
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||||
<p>Add team members and check their permissions.</p>
|
||||
{% else %}
|
||||
<p>Review your <a class="usa-link" href="{{ url_for('.service_settings', service_id=current_service.id) }}">settings</a> to add message branding and sender information.</p>
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||||
<p>Add <a class="usa-link" href="{{ url_for('.manage_users', service_id=current_service.id) }}">team members</a> and check their permissions.</p>
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||||
{% endif %}
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||||
3. ## Check delivery status
|
||||
[Analyze the delivery](/using-notify/delivery-status) of your messages and download reports
|
||||
|
||||
4. ## View messaging limits
|
||||
Learn about message _parts_ and [how limits are calculated](/using-notify/pricing).
|
||||
|
||||
5. ## Start sending messages
|
||||
{% if not current_user.is_authenticated or not current_service %}
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||||
<p>When you’re ready to send messages to people outside your team, go to the <b class="bold">Settings</b> page and select <b class="bold">Request to go live</b>. We’ll approve your request within one working day.</p>
|
||||
{% else %}
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||||
<p>You should <a class="usa-link" href="{{ url_for('.support') }}">request to go live</a> when you’re ready to send messages to people outside your team. We’ll approve your request within one working day.</p>
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||||
{% endif %}
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||||
To remove the restrictions of Trial Mode and begin sending messages to clients complete the [Live Campaign Form](https://airtable.com/appe4n7jYOALPLcyU/shrIPWnLTw9U1fclL).
|
||||
We’ll respond within one business day.
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||||
|
||||
<!-- <li class="get-started-list__item">
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||||
<h2 class="usa-process-list__heading line-height-sans-1">Set up an API integration (optional)</h2>
|
||||
<p>You can use the Notify API to send messages automatically.</p>
|
||||
<p>Our <a class="usa-link" href="{{ url_for('main.documentation') }}">documentation</a> explains how to integrate the API with a web application or back office system.</p>
|
||||
</li> -->
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||||
|
||||
<!-- <p>Check <a class="usa-link" href="{{ url_for('main.how_to_pay') }}">how to pay</a> if you’re planning to exceed the <a class="usa-link" href="{{ url_for('.pricing', _anchor='text-messages') }}">free text message allowance</a>.</p> -->
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||||
### Questions?
|
||||
[Contact the Notify team](/support)
|
||||
|
||||
@@ -11,115 +11,229 @@
|
||||
|
||||
<h1 class="font-body-2xl margin-bottom-3">Guidance</h1>
|
||||
|
||||
<p>This guidance is for teams using Notify.gov to send text messages.</p>
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||||
|
||||
<p>It explains how to:</p>
|
||||
<p>Notify allows you easily to create templates for messages for your recipients. You can customize messages to encourage
|
||||
your recipient to manage their benefits and increase follow through.</p>
|
||||
<p>Below we explain how to:</p>
|
||||
|
||||
<ul class="list list-bullet">
|
||||
<li><a class="usa-link" href="#editandformat">edit and format messages</a></li>
|
||||
<li><a class="usa-link" href="#customization">add customization</a></li>
|
||||
<!-- <li><a class="usa-link" href="{{ url_for('.send_files_by_email') }}">send files by email</a></li> -->
|
||||
<li><a class="usa-link" href="#format-content">Format your content</a></li>
|
||||
<li><a class="usa-link" href="#add-links">Add links</a></li>
|
||||
<li><a class="usa-link" href="#personalize-content">Personalize your content</a></li>
|
||||
<li><a class="usa-link" href="#conditional-content">Add conditional content</a></li>
|
||||
<li><a class="usa-link" href="#indentify-program">Identify your program</a></li>
|
||||
<li><a class="usa-link" href="#prepare-data">Prepare your data</a></li>
|
||||
<li><a class="usa-link" href="#prevent-fraud">Prevent fraud</a></li>
|
||||
</ul>
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||||
|
||||
<h2 class="font-body-lg" id="#formatting">Edit and format messages</h2>
|
||||
{# Format content #}
|
||||
<h2 class="padding-top-1" id="format-content">Format your content</h2>
|
||||
<p>Effective texts will help your message recipients take the steps needed to secure and keep the benefits and services
|
||||
they depend on. To craft an effective text:</p>
|
||||
|
||||
<p>This section explains how to:</p>
|
||||
<ul class="list list-bullet">
|
||||
<li><a class="usa-link" href="#formatting">format your content</a></li>
|
||||
<li><a class="usa-link" href="#links">add links</a></li>
|
||||
<li><a class="usa-link" href="#personalised-content">personalize your content</a></li>
|
||||
<li><a class="usa-link" href="#optional-content">add optional content</a></li>
|
||||
<li>Choose your messages thoughtfully. Text messages are best to remind/nudge someone to take a specific action or
|
||||
communicate information at a particular time rather than pushing out broad or overly general information.</li>
|
||||
<li>Clearly state the issue and expected response. Tell your recipient what you expect from them.</li>
|
||||
<li>Say only one important thing per message.</li>
|
||||
<li>Frame the message to encourage action and explain the consequences of not completing the desired action.</li>
|
||||
</ul>
|
||||
|
||||
<h3 class="font-body-lg" id="formatting">Format your content</h3>
|
||||
|
||||
<p>You can see a list of formatting instructions on the edit template page:</p>
|
||||
|
||||
<ol class="list list-number">
|
||||
<li>Go to the {{ service_link(current_service, 'main.choose_template', 'templates') }} page.</li>
|
||||
<li>Add a new template or choose an existing template and select <b class="bold">Edit</b>.</li>
|
||||
<h3>To create and format your message</h3>
|
||||
<ol class="list">
|
||||
<li>All messages start from a template</li>
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||||
<li>Click “Send Messages”. You’ll see existing templates.</li>
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||||
<li>Add a new template or choose an existing template and select Edit.</li>
|
||||
</ol>
|
||||
|
||||
<h3 class="font-body-lg" id="links">Add links</h3>
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||||
|
||||
<p>When composing a text message, write URLs in full and Notify will convert them into links for you.
|
||||
</p>
|
||||
|
||||
<p>You cannot convert text into a link.
|
||||
<!-- Research shows that people like to check a URL looks genuine before clicking the link in an email. This is hard to do if the URL is hidden behind clickable link text.-->
|
||||
</p>
|
||||
|
||||
<p>We do not recommend using a third-party link shortening service because:</p>
|
||||
{# Add links #}
|
||||
<h2 class="padding-top-1" id="add-links">Add links</h2>
|
||||
<p>When composing a text message, links to websites or online applications can help your recipient respond quickly.</p>
|
||||
|
||||
<ul class="list list-bullet">
|
||||
<li>your users cannot see where the link will take them</li>
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||||
<li>your link might stop working if there’s a service outage</li>
|
||||
<li>you can no longer control where the redirect goes</li>
|
||||
<li>Write URLs in full and Notify will convert them into links for you. Note that you cannot hyperlink text in Notify
|
||||
messages.</li>
|
||||
<li>For link click tracking, you can consider adding campaign parameters to URLs.</li>
|
||||
<li>All links should point to a government domain.</li>
|
||||
<li>Link directly to where your recipient needs to take action, not to more information.</li>
|
||||
</ul>
|
||||
|
||||
<h3 class="font-body-lg" id="personalised-content">Personalize your content</h3>
|
||||
<h3>About link-shortening services</h3>
|
||||
<p>We do not recommend using a third-party link-shortening service because:</p>
|
||||
<ul class="list list-bullet">
|
||||
<li>Your recipient cannot see where the link will take them, which could make them suspect the link is spam/scam.</li>
|
||||
<li>Your link might stop working if there’s a service outage.</li>
|
||||
<li>You can no longer control where the redirect goes.</li>
|
||||
</ul>
|
||||
|
||||
<p>To personalize the content of your messages, add a placeholder to the template.</p>
|
||||
{# Personalize content #}
|
||||
<h2 class="padding-top-1" id="personalize-content">Personalize your content</h2>
|
||||
<p>Personalizing your content can increase response rates and help the recipient know the text is legitimate.</p>
|
||||
<ul class="list list-bullet">
|
||||
<li>Including a person’s first name increases response rates.</li>
|
||||
<li>Specific details such as time and location of an appointment or where suspected fraud use occurred encourages action.</li>
|
||||
</ul>
|
||||
|
||||
<p>Placeholders are filled in with details, like a name or reference number, each time you send a
|
||||
message.</p>
|
||||
|
||||
<p>To add a placeholder to the template:</p>
|
||||
|
||||
<ol class="list list-number">
|
||||
<li>Go to the {{ service_link(current_service, 'main.choose_template', 'templates') }} page.</li>
|
||||
<li>Add a new template or choose an existing template and select <b class="bold">Edit</b>.</li>
|
||||
<li>Add a placeholder using double brackets. For example: Hello ((first name)), your reference is
|
||||
((ref number)).</li>
|
||||
<li>Select <b class="bold">Save</b>.</li>
|
||||
<h3>To personalize your content</h3>
|
||||
<ol class="list">
|
||||
<li>Add a placeholder to your content by placing two brackets around the personalized elements.</li>
|
||||
<li>You can manually enter the personalized content or you can upload a spreadsheet with the details and let Notify do the
|
||||
work for you. See <a href="#prepare-data">data preparation</a>.</li>
|
||||
</ol>
|
||||
|
||||
<p>When you send a message you can either:</p>
|
||||
<h4>Example</h4>
|
||||
<p>To personalize with the recipient's first name and include a reference number:</p>
|
||||
<p class="padding-2 bg-base-lightest">State WIC: Hello ((first name)), your reference is ((ref number)). Please provide this number when you call 123-123-1234 to make an appointment.</p>
|
||||
|
||||
<ul class="list list-bullet">
|
||||
<li>manually fill in the placeholders yourself</li>
|
||||
<li>upload a list of personal details and let Notify do it for you</li>
|
||||
</ul>
|
||||
{# Add conditional content #}
|
||||
<h2 class="padding-top-1" id="conditional-content">Add conditional content</h2>
|
||||
<p>Conditional (or optional) content appears only when a recipient meets certain criteria. This feature allows you to make
|
||||
all or part of the message contingent upon specific criteria associated with the recipient.</p>
|
||||
|
||||
<p>If you upload a list, the column names need to match the placeholders in your template.</p>
|
||||
|
||||
<h3 class="font-body-lg" id="optional-content">Add optional content</h3>
|
||||
|
||||
<p>To add optional content to your messages:</p>
|
||||
|
||||
<ol class="list list-number">
|
||||
<li>Go to the {{ service_link(current_service, 'main.choose_template', 'templates') }} page.</li>
|
||||
<li>Add a new template or choose an existing template and select <b class="bold">Edit</b>.</li>
|
||||
<li>Use double brackets and ?? to define optional content. For example, if you only want to show something to people
|
||||
who are under 18: ((under18??Please get your application signed by a parent or guardian.))</li>
|
||||
<li>Select <b class="bold">Save</b>.</li>
|
||||
<h3>To add conditional content</h3>
|
||||
<ol class="list">
|
||||
<li>Use two brackets and ?? to define the conditional content.</li>
|
||||
<li>You can manually enter the conditional content or you can upload a spreadsheet with the personal details and let Notify
|
||||
do the work for you. See <a href="#prepare-data">data preparation</a>.</li>
|
||||
</ol>
|
||||
|
||||
<p>For each person you send this message to, specify ‘yes’ or ‘no’ to show or hide this content. You
|
||||
can either:</p>
|
||||
<h4>Examples</h4>
|
||||
<ol class="list">
|
||||
<li>If you only want to show something to people who are under 18:
|
||||
</br>
|
||||
<p class="padding-2 bg-base-lightest">State SNAP: Renewal applications are due by March 15. ((under18??Please get your application signed by a parent or
|
||||
guardian.))</p>
|
||||
</li>
|
||||
<li>
|
||||
If you want to make people who are homebound aware of the option of virtual visits (but not other message recipients):
|
||||
</br>
|
||||
<p class="padding-2 bg-base-lightest">State Medicaid: Please call 123-123-1234 to schedule an appointment. ((homebound??Virtual visits are available.))</p>
|
||||
</li>
|
||||
<li>
|
||||
If you want to send a messages in different languages to different recipients:
|
||||
</br>
|
||||
<p class="padding-2 bg-base-lightest">((English??We’ve identified unauthorized use on your EBT account. Call the phone number on the back of your card to
|
||||
cancel or go to your local CSO for immediate replacement.))((Spanish??Hemos identificado un uso no autorizado en su
|
||||
cuenta EBT. Llame al número de teléfono que aparece en el reverso de su tarjeta para cancelarla o diríjase a su CSO
|
||||
local para que se la sustituyan inmediatamente.))</p>
|
||||
</li>
|
||||
</ol>
|
||||
|
||||
<ul class="list list-bullet">
|
||||
<li>do this yourself</li>
|
||||
<li>upload a list of personal details and let Notify do it for you</li>
|
||||
|
||||
{# Identify your program #}
|
||||
<h2 class="padding-top-1" id="identify-program">Identify your program</h2>
|
||||
<p>You can help your recipients identify your texts as legitimate by customizing your messages to clearly state who they
|
||||
are from. Consider using the program or benefit name that is most familiar to your recipients.</p>
|
||||
|
||||
<h3>To customize your program name</h3>
|
||||
<p>To change the text message sender from the default service name:</p>
|
||||
<ol class="list">
|
||||
<li>Go to the <a href="{{ url_for('main.service_settings', service_id=current_service.id) }}">Settings page</a></li>
|
||||
<li>Select “Start text messages with service name.”</li>
|
||||
<li>Change the service name to a familiar program or benefit.</li>
|
||||
</ol>
|
||||
|
||||
{# Prepare your data #}
|
||||
<h2 class="padding-top-1" id="prepare-data">Prepare your data</h2>
|
||||
<p>The easiest and most efficient way to personalize your content is by uploading a spreadsheet. Notify can accommodate
|
||||
many file formats and structures.</p>
|
||||
|
||||
<h3>File format</h3>
|
||||
<p>Notify can accept files in the following formats: CSV, TSV, ODS, and Microsoft Excel.</p>
|
||||
|
||||
<h3>File structure</h3>
|
||||
<ul class="list">
|
||||
<li>The phone number must be in the first column (Column A) and must be labeled <strong>Phone number</strong>.</li>
|
||||
<li>Each column must have a unique name.</li>
|
||||
<li>If you are using Excel, you must either disable the”auto-date/time format” for time and date columns or convert the file
|
||||
to a CSV prior to loading. (If you do not, Excel will display date/time data in a confusing format.)</li>
|
||||
</ul>
|
||||
|
||||
<p>If you upload a list, the column names need to match the optional content in your template.</p>
|
||||
<h3>Formatting personalized content</h3>
|
||||
<p>If you are sending a message with personalized content, such as the first name of the recipient or the appointment time
|
||||
and location, the names of the column headings have to match the indicator included in the message template.</p>
|
||||
<p>For example, if the personalized content is the first name of the recipient, and we are using the spreadsheet below, the
|
||||
indicator in the message needs to be ((First name)), not ((firstname)) or ((name)).</p>
|
||||
|
||||
<h2 class="font-body-lg" id="customization">Message customization</h2>
|
||||
<h3>Formatting conditional content</h3>
|
||||
<p>If you are sending messages with conditional content, such as content based on the recipient’s preferred language or
|
||||
location, the flag to receive the content needs to be captured in its own column with a Yes or No (Y/N) flag.</p>
|
||||
|
||||
<h3 class="font-body-lg">Change the text message sender</h3>
|
||||
<h3>Example</h3>
|
||||
<table class="usa-table">
|
||||
<caption class="usa-sr-only">
|
||||
Example
|
||||
</caption>
|
||||
<thead>
|
||||
<tr>
|
||||
<th scope="col">Phone number</th>
|
||||
<th scope="col">First name</th>
|
||||
<th scope="col">Last name</th>
|
||||
<th scope="col">Spanish</th>
|
||||
<th scope="col">English</th>
|
||||
<th scope="col">Date</th>
|
||||
<th scope="col">Time</th>
|
||||
<th scope="col">Location</th>
|
||||
</tr>
|
||||
</thead>
|
||||
<tbody>
|
||||
<tr>
|
||||
<td>123-456-7890</td>
|
||||
<td>Lulu</td>
|
||||
<td>Praether</td>
|
||||
<td>N</td>
|
||||
<td>Y</td>
|
||||
<td>November 2, 2023</td>
|
||||
<td>3:25</td>
|
||||
<td>123 Ford Rd.</td>
|
||||
</tr>
|
||||
<tr>
|
||||
<td>234-567-8901</td>
|
||||
<td>Sela</td>
|
||||
<td>Appel</td>
|
||||
<td>Y</td>
|
||||
<td>N</td>
|
||||
<td>November 2, 2023</td>
|
||||
<td>4:00</td>
|
||||
<td>123 Ford Rd.</td>
|
||||
</tr>
|
||||
<tr>
|
||||
<td>123-456-7890</td>
|
||||
<td>Dexter</td>
|
||||
<td>Moseley</td>
|
||||
<td>N</td>
|
||||
<td>Y</td>
|
||||
<td>November 2, 2023</td>
|
||||
<td>2:00</td>
|
||||
<td>123 Ford Rd.</td>
|
||||
</tr>
|
||||
</tbody>
|
||||
</table>
|
||||
|
||||
<p>The text message sender tells your users who the message is from.</p>
|
||||
{# Preventing fraud #}
|
||||
<h2 class="padding-top-1" id="prevent-fraud">Preventing fraud</h2>
|
||||
<p>Texting fraud is ever prevalent and while we can’t eliminate the risk, we can reduce the chances that recipients will
|
||||
fall victim to fraud.</p>
|
||||
<ol class="list">
|
||||
<li>Never send unnecessary or protected private information.</li>
|
||||
<li>Remind your recipients that text messaging is not a secure means of communication and they should not send you private
|
||||
information via text.</li>
|
||||
<li>Only include links to websites and online applications that are secure.</li>
|
||||
<li>Send an introductory text letting recipients know you will be texting them and to save the number in their phone.</li>
|
||||
<li>Include an auto-response with the name of your organization and a contact phone number.</li>
|
||||
</ol>
|
||||
|
||||
<p>To change the text message sender from the default of ‘Notify.gov’:</p>
|
||||
|
||||
<ol class="list list-number">
|
||||
<li>Go to the <b class="bold">Text message settings</b> section of the {{
|
||||
service_link(current_service, 'main.service_settings', 'settings') }} page.</li>
|
||||
<li>Select <b class="bold">Manage</b> on the <b class="bold">Text message
|
||||
senders</b> row.</li>
|
||||
<li>Select <b class="bold">Change</b> or <b class="bold">Add text message
|
||||
sender</b>.</li>
|
||||
<h3>Examples</h3>
|
||||
<ol class="list">
|
||||
<li>Introductory text:
|
||||
</br>
|
||||
<p class="padding-2 bg-base-lightest">State Transit Dept: We're piloting a new way to get important reminders to our staff. Save this number to your phone,
|
||||
you'll receive updates from us here.</p>
|
||||
</li>
|
||||
<li>Auto-response text:
|
||||
</br>
|
||||
<p class="padding-2 bg-base-lightest">State Agency: This number is unmonitored. To contact us, call us at 123-123-1234. We will never ask for personal details
|
||||
in a text. If you have questions about how to protect your privacy, see statename.gov/privacy.</p>
|
||||
</li>
|
||||
</ol>
|
||||
|
||||
{% endblock %}
|
||||
|
||||
@@ -22,18 +22,22 @@
|
||||
<p>This roadmap is only a guide. It does not cover everything we do, and some things may change.</p>
|
||||
<p>You can <a class="usa-link" href="{{url_for('.support')}}">contact us</a> if you have any questions about the roadmap or suggestions for new features.</p>
|
||||
|
||||
<h2 class="font-body-lg" id="things-we-are-working-on">What we’re working on</h2>
|
||||
<h2 id="things-we-are-working-on">What we’re working on</h2>
|
||||
|
||||
<h3 class="font-body-lg" id="now">Now</h3>
|
||||
<h3 id="now">Now</h3>
|
||||
|
||||
<p>We are investigating the Notify concept, building on the notifications tool pioneered by the UK.</p>
|
||||
<p>To do this, we are convening a pilot with a small set of partners.</p>
|
||||
<p>Goals during this stage:</p>
|
||||
|
||||
<ul class="list list-bullet">
|
||||
<li>Achieve compliance to begin piloting, such as ATO and privacy standards</li>
|
||||
<li>Demonstrate that a government-run notifications tool provides a unique value</li>
|
||||
<li>Gather data from the pilot to improve the product</li>
|
||||
<li>Achieve compliance to begin piloting, such as ATO and privacy standards.
|
||||
<svg class="usa-icon" aria-hidden="true" focusable="false" role="img">
|
||||
use xlink:href="/assets/img/sprite.svg#check"></use>
|
||||
</svg>
|
||||
</li>
|
||||
<li>Demonstrate that a government-run notifications tool provides a unique value.</li>
|
||||
<li>Gather data from the pilot to improve the product.</li>
|
||||
</ul>
|
||||
|
||||
<p>Features prioritized during this stage:</p>
|
||||
@@ -46,53 +50,38 @@
|
||||
<li>Message send/failure analytics</li>
|
||||
</ul>
|
||||
|
||||
<h3 class="font-body-lg" id="next">Next</h3>
|
||||
<h3id="next">Next</h3>
|
||||
|
||||
<p>If the pilot is successful, we hope to recruit additional high-impact partners to improve outcomes for low-income individuals and families.</p>
|
||||
|
||||
<p>Goals during this stage:</p>
|
||||
|
||||
<ul class="list list-bullet">
|
||||
<li>Complement Notify with practical guidance and support services</li>
|
||||
<li>Iterate on existing features and implement new features based on what we've learned so far</li>
|
||||
<li>Hone our measurement approaches to better quantify impact</li>
|
||||
<li>Complement Notify with practical guidance and support services.</li>
|
||||
<li>Iterate on existing features and implement new features based on what we've learned so far.</li>
|
||||
<li>Hone our measurement approaches to better quantify impact.</li>
|
||||
</ul>
|
||||
|
||||
<p>Features prioritized during this stage:</p>
|
||||
|
||||
<ul class="list list-bullet">
|
||||
<ul class="list">
|
||||
<li>SMS sending via API integration</li>
|
||||
<li>Single-level decision two-way messaging (e.g. reply “YES” if, or “NO” if…)</li>
|
||||
<li>Self-service account creation</li>
|
||||
<li>Application status page</li>
|
||||
<li>Scheduled send option</li>
|
||||
<li>Improved scheduled send option</li>
|
||||
</ul>
|
||||
|
||||
<h3 class="font-body-lg" id="later">Later</h3>
|
||||
<h3 id="later">Later</h3>
|
||||
|
||||
<p>In the future, we may decide to expand beyond SMS, or to offer the service government-wide.</p>
|
||||
|
||||
<p>Features to be considered during this stage:</p>
|
||||
|
||||
<ul class="list list-bullet">
|
||||
<ul class="list">
|
||||
|
||||
<li>Email sending via UI and API</li>
|
||||
<li>Multiple-level decision two-way messaging (greater than one layer decision-tree)</li>
|
||||
<li>Open-text reply two-way messaging (rather than reply yes or no, 1 or 2, etc.)</li>
|
||||
<li>Two-way messaging</li>
|
||||
<li>Multilingual interface and content library options</li>
|
||||
<li>Recurring scheduled send (such as “Send each Monday for 3 weeks”)</li>
|
||||
|
||||
</ul>
|
||||
|
||||
<!-- <h2 class="font-body-lg" id="things-we-have-done">Things we’ve done</h2>
|
||||
|
||||
<p>Recently we have:</p>
|
||||
|
||||
<ul class="list list-bullet">
|
||||
|
||||
<li></li>
|
||||
<li></li>
|
||||
|
||||
</ul> -->
|
||||
|
||||
{% endblock %}
|
||||
|
||||
@@ -15,22 +15,52 @@
|
||||
<li>manage risks around information</li>
|
||||
</ul>
|
||||
|
||||
<h2 class="font-body-lg" id="data">Data</h2>
|
||||
<p>On Notify, data is encrypted:</p>
|
||||
<ul class="list list-bullet">
|
||||
<li>when it passes through the service</li>
|
||||
<li>when it’s stored on the service</li>
|
||||
</ul>
|
||||
<p>Any recipient data you upload is only held for seven days.</p>
|
||||
<!-- <p>If you <a class="usa-link" href="/features/email#send-files">send a file by email</a>, the file will be available for the recipient to download for 18 months.</p> -->
|
||||
<h2 id="infrastructure">Infrastructure</h2>
|
||||
|
||||
<h2 class="font-body-lg" id="technical-security">Technical security</h2>
|
||||
<!-- <p>Other technical security controls on Notify include:</p>
|
||||
<ul class="list list-bullet">
|
||||
<li>compliance with National Cyber Security Centre (NCSC) Cloud Security Principles</li>
|
||||
<li>protective monitoring to record activity, and raise alerts about any suspicious activity</li>
|
||||
<li>using JSON Web Tokens, to avoid sending API keys when your service talks to Notify</li>
|
||||
</ul> -->
|
||||
<p>Notify.gov is comprised of two applications both running on <a href="https://www.cloud.gov">cloud.gov</a>:</p>
|
||||
<ul class="list">
|
||||
<li>Admin, a Flask website running on the python_buildpack which hosts agency user-facing UI</li>
|
||||
<li>API, a Flask application running on the python_buildpack hosting the Notify API</li>
|
||||
</ul>
|
||||
|
||||
<p>Notify.gov utilizes several cloud.gov-provided services through Amazon Web Services (AWS):</p>
|
||||
<ul class="list">
|
||||
<li>AWS S3 buckets for temporary file storage</li>
|
||||
<li>AWS Elasticache (Redis) for caching data and enqueueing background tasks</li>
|
||||
<li>AWS RDS (PostgreSQL) for system data storage</li>
|
||||
</ul>
|
||||
|
||||
<p>Notify.gov also provisions and uses two AWS services via a <a href="https://github.com/GSA/datagov-ssb">supplemental service broker</a>:</p>
|
||||
<ul class="list">
|
||||
<li><a href="https://aws.amazon.com/sns/">AWS SNS</a> for sending SMS messages</li>
|
||||
<li><a href="https://aws.amazon.com/ses/">AWS SES</a> for sending email messages (note: email function is currently unavailable to users for pilot)</li>
|
||||
</ul>
|
||||
|
||||
<h2 id="current-security-review">Current security review</h2>
|
||||
<p>Currently, Notify.gov operates under a GSA <a href="https://www.gsa.gov/system/files/Lightweight-Security-Authorization-Process-%28LATO%29%20%5BCIO-IT-Security-14-68-Rev-7%5D%2009-17-2021docx%20%281%29.pdf">Lightweight Authority to Operate (LATO)</a>. This federal security authorization
|
||||
process leverages security controls provided by National Institute of Standards and Technology (NIST). The process is
|
||||
focused on operational security from both a functional and assurance perspective.</p>
|
||||
<p>We are pursuing a full Authority to Operate (ATO)</p>
|
||||
|
||||
<h2 id="data">Data</h2>
|
||||
<p>To send a message, agencies upload a spreadsheet of phone numbers and other necessary data from their existing data
|
||||
management system. On Notify.gov, data is encrypted when it passes through the service and when it’s stored on the
|
||||
service.</p>
|
||||
<p>Notify.gov is not a system of record and as a result does not have a SORN. Agencies are responsible for managing their
|
||||
data outside of Notify.gov.</p>
|
||||
<ul class="list">
|
||||
<li>Notify stores data within the cloud.gov-managed PostgreSQL database and <a href="https://cloud.gov/docs/services/s3/#encryption">S3 buckets</a>. The entire database is <a href="https://cloud.gov/docs/services/relational-database/#encryption">encrypted at
|
||||
the disk level</a>.</li>
|
||||
<li>Additionally, data is encrypted at the field level when it is stored in the database, using OpenSSL 3.0.8 via the Python
|
||||
cryptography library. The implementation is available <a href="https://github.com/GSA/notifications-utils/blob/main/notifications_utils/clients/encryption/encryption_client.py">on GitHub</a>.</li>
|
||||
</ul>
|
||||
|
||||
<h2 id="data-retention">Data retention</h2>
|
||||
<p>Any recipient data uploaded is only held for seven days; all personally identifiable information (PII) is deleted for
|
||||
successful messages, so data is retained only for unsuccessful messages.
|
||||
</p>
|
||||
|
||||
<h2 id="technical-security">Technical security</h2>
|
||||
|
||||
<h3 class="font-body-lg">Protect sensitive information</h3>
|
||||
<p>Some messages include sensitive information like security codes or password reset links.</p>
|
||||
@@ -46,6 +76,23 @@
|
||||
</ul>
|
||||
<p>If signing in with a text message is a problem for your team, <a class="usa-link" href="{{ url_for('main.support') }}">contact us</a> to find out about using an email link instead.</p>
|
||||
|
||||
<img src="{{ asset_url('images/product/security-review-message.png') }}"
|
||||
alt="Screenshot of a teat message in review with the link to 'hide personalization after sending' circled.">
|
||||
|
||||
<h4>How to hide PII after sending a message</h4>
|
||||
|
||||
<h3>User permissions and signing in</h3>
|
||||
<p>You can set different user permissions in Notify. This lets you control who in your team has access to certain parts of
|
||||
the service.</p>
|
||||
|
||||
<h3>Multi-factor authentication (MFA)</h3>
|
||||
<p>Notify.gov uses <a href="https://login.gov/">Login.gov</a> to authenticate users.</p>
|
||||
<ul class="list">
|
||||
<li>Your email address and password</li>
|
||||
<li>A code from an authenticator app or sent by Login.gov in the form of a text message</li>
|
||||
</ul>
|
||||
<p>If signing in with a text message is a problem for your team, <a href="https://beta.notify.gov/support">contact us</a> to find out about using an email link instead.</p>
|
||||
|
||||
<!-- <h2 class="font-body-lg" id="information-risk-management">Information risk management</h2>
|
||||
<p>Our approach to information risk management follows NCSC guidance. It assesses:</p>
|
||||
<ul class="list list-bullet">
|
||||
|
||||
@@ -8,43 +8,20 @@
|
||||
|
||||
{% block maincolumn_content %}
|
||||
|
||||
<div class="usa-prose margin-bottom-10">
|
||||
|
||||
<h1 class="font-body-2xl margin-bottom-3">Contact us</h1>
|
||||
|
||||
<p>We are available at <a class="usa-link" href="mailto:notify-support@gsa.gov">notify-support@gsa.gov</a>.</p>
|
||||
<p>Notify is designed to be easy to use.</p>
|
||||
<ul class="list list-bullet">
|
||||
<li>For information on personalization and data preparation, see <a href="/using-notify/guidance">Guidance</a>.</li>
|
||||
<li>For help interpreting delivery reports, see <a href="/using-notify/delivery-status">Delivery Status</a>.</li>
|
||||
<li>For details on pricing and what counts as a message part, see <a href="/using-notify/pricing"></a>Pricing.</li>
|
||||
</ul>
|
||||
|
||||
<p>If you have other questions, we are available at <a class="usa-link" href="mailto:notify-support@gsa.gov">notify-support@gsa.gov</a>.</p>
|
||||
|
||||
<p>You can expect a response within one business day.</p>
|
||||
|
||||
<!-- <p>Notify.gov provides 24-hour online support.</p> -->
|
||||
|
||||
<!-- {% call form_wrapper() %}
|
||||
{% if current_user.is_authenticated %}
|
||||
{{ form.support_type }}
|
||||
{% else %}
|
||||
<p>
|
||||
What do you need help with?
|
||||
</p>
|
||||
{{ form.who }}
|
||||
{% endif %}
|
||||
{{ page_footer('Continue') }}
|
||||
{% endcall %}
|
||||
|
||||
<div class="grid-row">
|
||||
<div class="grid-col-8">
|
||||
<h2 class="font-body-lg">Office hours</h2>
|
||||
<p>Our office hours are 9:30am to 5:30pm, Monday to Friday.</p>
|
||||
<p>When you report a problem in office hours, we’ll aim to read it within 30 minutes and reply within one working day.</p>
|
||||
|
||||
<h2 class="font-body-lg">Out-of-hours</h2>
|
||||
<p>Outside office hours, response times depend on whether you’re reporting an emergency.</p>
|
||||
<p>If it’s an emergency, we’ll reply within 30 minutes and update you every hour until the problem’s fixed.</p>
|
||||
<p>If your problem is not an emergency, we’ll reply within one working day.</p>
|
||||
<p>A problem is only classed as an emergency if you have a live service and:</p>
|
||||
<ul class="list list-bullet">
|
||||
<li>nobody on your team can sign in</li>
|
||||
<li>a ‘technical difficulties’ error appears when you try to upload a file</li>
|
||||
<li>a 500 response code appears when you try to send messages using the API</li>
|
||||
</ul>
|
||||
</div>
|
||||
</div> -->
|
||||
</div>
|
||||
|
||||
{% endblock %}
|
||||
|
||||
Reference in New Issue
Block a user