govDelivery provides digital notifications newsletters, bulletins and proactive alerts to a network of over 14m UK citizens using digital channels including, email, SMS, RSS and Social Media. Offering proactive public communications allows clients to quickly, efficiently and effectively reach a very large and highly engaged, responsive audience whenever necessary.
- Increase reach and build audience
- Proactive user email alerts and updates; Newsletters, SMS, Social Media
- Unlimited Usage
- Access to the govDelivery Network with over 14m UK subscribers
- Subscriber and audience insight
- Real-time reporting and message metrics
- Geo-Smart location based sign-up
- Message/Marketing automation
- Audience segmentation and message targeting
- ISO 27001 certified company and fully GDPR compliant
- Reach and engage with more citizens than you do today
- Access to the govDelivery Network with over 14m UK subscribers
- Saves on printing and publishing costs
- Supports digital by default
- Supports and drives savings via channel shift
- Drives income and revenue generation digitally and for paid services
- Create one message which is automatically delivered across multiple channels
- Analytical reports help to fine tune effective communications
- Automated audience segmentation for specific campaigns
- Increase customer/citizen satisfaction and organisational reputation
£339 to £68248 per licence per month
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
- Modern Slavery statement
0845 467 2971
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||Targeted Messaging Service; Interactive Text; Firmstep CMS, Firmstep MyServices, Firmstep Customer Experience Platform, Firmstep Forms including Self and Dash|
|Cloud deployment model||Public cloud|
|Service constraints||Scheduled maintenance typically occurs every 30 days with average downtime required being less than 30 minutes Planned or routine maintenance is limited to 2 hours per week. Total scheduled downtime for the year will not typically exceed 20 hours.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||All questions (Tickets) are logged with our support desk software. The individual response time will vary depending on the complexity. However, we aim to respond to all support requests within four hours.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||Web chat|
|Web chat support availability||24 hours, 7 days a week|
|Web chat support accessibility standard||WCAG 2.1 AA or EN 301 549|
|Web chat accessibility testing||The service user interfaces are fully accessible and support WCAG AA and US 508 compliance. The service has been used by the RNIB who provided feedback and guidance on accessibility in both the user and administrator interfaces.|
Full access to our online support desk which can be accessed via email; phone; live chat, available 24 x 7 x 365.
Our service includes access to an Account Manager, whose role is to help customers to get the best use of our service offering ideas and sharing best practice and the experience of the user community.
We offer regular free webinars for customers to help brush up their skills and review the potential use of additional services.
|Support available to third parties||Yes|
Onboarding and offboarding
We offer an implementation manager who will coordinate all the Granicus aspects of the online training and account set up. They will build out the account, working directly with the customer's team to ensure that online training sessions are set up at convenient times. All sessions are exclusive to the customer and can be recorded for future reference. Online documentation is available, as are webinars both live and recorded.
When the account is live a Customer Success Consultant is appointed to help support the customer with ideas and explain new developments and share best practice.
|End-of-contract data extraction||
Should a customer decide to cancel their agreement, the customer's data will be returned securely via a CSV file.
Customers can also download their data at any time via the portal.
Decommissioning is included in the licence cost. Granicus will confirm the date on which customer access to the portal will be terminated.
Granicus will then decommission the service in line with its security and decommissioning policies. Applicable data will be returned securely via a CSV file
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||The user interface has been designed/optimised for mobile devices. The administrator interface, while not designed or tested specifically for mobile devices, does allow full access to features.|
|Accessibility standards||WCAG 2.1 AA or EN 301 549|
|Accessibility testing||The service user interfaces are fully accessible and support WCAG AA and US 508 compliance. The service has been used by the RNIB who provided feedback and guidance on accessibility in both the user and administrator interfaces.|
|What users can and can't do using the API||The service has a comprehensive open API that permits extensive use of the service, from sending messages to adding and managing subscribers. Full information on the API can be found at http://developer.govdelivery.com/|
|API documentation formats||
|API sandbox or test environment||No|
|Description of customisation||Users have full control over the personalisation of the service including branding, look and feel, subscription topics, message templates, interfaces and transactional messages. For example, the entire user interface has been translated into multiple languages using the customisation features.|
|Independence of resources||GovDelivery is a SaaS application and is based on a multi-tenant type of architecture. Each account is securely separated from each other and all the resources are managed as a large pool. This architecture scales horizontality based on overall workload.|
|Service usage metrics||Yes|
GovDelivery reports provide real-time management data specific to the activity completed in the account. The reporting capability is shown below with additional details provided in the Service Definition.
• Account Performance Report
• Network Report
• Wireless Subscriber Report
• Bulletin Links Report
• Auto Response Report
• Bulletin Analytics Report
• Bulletin Detail Report
• Subscriber Activity Report
• Wireless Message Report
• Questions Report
• Topic/Category Report
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||None|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||EU-US Privacy Shield agreement locations|
|User control over data storage and processing locations||No|
|Datacentre security standards||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||Deleted data can’t be directly accessed|
|Equipment disposal approach||A third-party destruction service|
Data importing and exporting
|Data export approach||
Customer with appropriate administration permissions (set by the customer) can export their data at any time via the govDelivery portal.
Information can be transferred via the APIs if previously integrated
|Data export formats||CSV|
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
|Other protection within supplier network||To get into the infrastructure requires authentication through an IPsec VPN gateway that includes two-factor authentication (username/password and a USB fob). To connect to individual hosts within the infrastructure requires OpenSSH access for encryption.|
Availability and resilience
|Guaranteed availability||Granicus strives for govDelivery service availability of 99.99%. This is achieved by the mirroring between two Data Centers 1,000 miles apart in order to mitigate potential loss of service due to natural disaster. We do not offer refunds if we do not meet this level of availability.|
|Approach to resilience||
GovDelivery has redundancy built into each of its Tier 3 two data centers. Redundant switches, load balancers and firewalls allow maintenance on an individual network device with no customer impact.
The server infrastructure is completely virtual and the build process has been automated so that extra capacity can be added in minutes when needed.
In the case of a complete datacentre failure, processing would failover to the secondary data centre that is 1,000 miles away. Data is replicated in near-real time between the two centres to ensure a short Recovery Point Objective (RPO).
|Outage reporting||GovDelivery service disruptions are communicated publicly at http://status.govdelivery.com/, individual client notifications are ticket-by-ticket and are based on severity level (full policy document available upon request) and by subscribing to notifications from the status page.|
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||Authentication is required for clients. However, members of the public/citizens can review public information without having to authenticate, assuming the agency publishes public information.|
|Access restrictions in management interfaces and support channels||All interface access is done through a web browser via an encrypted channel. Authentication to the system is done through a username/password combination and (optional) two-factor authentication delivered via an SMS message or a voice call.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
Audit information for users
|Access to user activity audit information||Users have access to real-time audit information|
|How long user audit data is stored for||At least 12 months|
|Access to supplier activity audit information||Users contact the support team to get audit information|
|How long supplier audit data is stored for||At least 12 months|
|How long system logs are stored for||At least 12 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||BSI|
|ISO/IEC 27001 accreditation date||31/01/2013 (initially)|
|What the ISO/IEC 27001 doesn’t cover||N/a|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||FedRAMP|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
Granicus has many security policies and processes that support both ISO 27001:2013 and FedRAMP (based on NIST 800-53r4), covering everything from physical security to system communications to vendor security. Processes are created for each NIST 800-53 control family and are documented on an internal wiki site.
All employees are required to sign an Acceptable Use Policy that spells out the requirements. Failure to follow the security policies/processes can result in disciplinary action from Human Resources, up to and including termination.
Security reports through the Vice President of Operations who reports to the Chief Product Officer who is a member of the board and responsible for security.
|Configuration and change management standard||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Configuration and change management approach||
Tickets are created for all changes. These tickets include information on potential customer impact, QA steps, and a backout process. The changes are all reviewed at a daily change management meeting and must be approved before being implemented. The ISSO is a member of the change board so that changes are reviewed for potential security impact.
Individual physical components are tracked through a combination of an asset inventory and through the ticketing system that identifies the components that are changing.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
The entire infrastructure (application, database, servers/devices) is scanned on a monthly basis. A ticket is created for each identified vulnerability for tracking throughout the lifecycle, and an internal remediation timeline is set depending on the severity (high=30, moderate=90, low=180). Teams meet weekly to review the vulnerabilities and identify timelines and ensure that issues aren't missed.
In addition to scanning, Granicus subscribes to the US-CERT and individual vendor security mailing lists so we are notified when important vulnerabilities are identified. Tickets are created for each of these as well and follow the same process as scans.
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||
Granicus utilises both network and host-based intrusion detection systems that send logs to a centralised location for proper correlation.
If a compromise is suspected, the incident response team is mobilised to investigate and confirm/deny the actual breach. If a breach is confirmed, the customer support team reaches out to all impacted customers immediately and provides updates every 20 minutes until the issue is contained (the same process is used for any incident). A root cause analysis (RCA) is then provided after the remediation, generally within 48 hours.
|Incident management type||Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402|
|Incident management approach||
Granicus has a formal Incident Response Plan in place that identifies the flow from incident detection to remediation, including many high-level processes.
Customers can report incidents by sending an email to firstname.lastname@example.org. This kicks off the process, which includes automatically generating a ticket and beginning the triage process.
Internally, a detected incident is reported to customer support so that the team can communicate to any impacted customers. Updates are sent every 20 minutes for severity 1 issues.
For impactful incidents, after it is remediated, a root cause analysis (RCA) is provided to impacted customers, generally within 48 hours.
|Approach to secure software development best practice||Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)|
Public sector networks
|Connection to public sector networks||No|
|Price||£339 to £68248 per licence per month|
|Discount for educational organisations||No|
|Free trial available||No|