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Journaling of SMS

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Journaling of SMS messages

Administrative authorities have a duty to journalize documents sent or received in connection with case processing in the authority's operations.

The obligation only applies to documents that are relevant to a case or the case processing in general. Both internal and external documents in final form are covered by the obligation.

This means that if an employee in an authority sends or receives an SMS that is relevant to a case, it must be logged. There can be challenges and different solutions to fulfill the logging obligation, which can be found on relevant public websites, such as The Ombudsman on the duty to keep records. 

The challenges

The challenges when it comes to journaling SMS is that there are some challenges that are unique to the medium. The biggest challenge is that the SMS message is delivered on a platform where the local IT department has little control. It is delivered through an autonomous network where it is not possible for the IT department to intercept the messages.

On the phone itself, consumer protection is paramount, so it's not possible to install software that intercepts communications.

Specifically, the challenges are:

  • No control over the device

  • No control over the network

  • No option for automatic journaling

When it comes to email or dialog in contact forums, both the user and the IT department have a better opportunity to mark and log the message.

Challenges to overcome

Existing solutions

In our experience, the way authorities most often solve the problem is to ask employees to take a screenshot of the messages, send the screenshot to themselves via email, and from the email do the logging. This transfers the responsibility to the employee, who has to spend time on it, may not get it done, and may Deletes the messages  By mistake.

Another solution we have heard is that the employee is told not to send text messages that could affect the case processing. This is not possible because both sent and received messages must be logged, and the employee is not in control of what citizens send to them. Secondly, for some employee groups, it can be downright difficult for them to do their job, for example, if they work with vulnerable young people.

Some authorities have integrated SMS into their case management systems. If the systems can both send and receive, this can be a good and viable solution. However, we see that in the real world there is often a need to be able to send SMS when you haven't opened your case management system..

 

Our solution - logging SMS from your phone

SureSMS is in the unique position of having access to our own SMS center. This means that we can capture SMS messages as they are sent and received before they are delivered to the phone. This means that we are able to journalize the messages without the employees having to do anything, both incoming and outgoing SMS messages.

The way it works is that the employee gets an extra e-sim installed on their phone. This number is used to send and receive SMS messages. This is a SureSMS number and because of our deep integrations, we have the ability to capture the SMS messages. These messages will typically be forwarded to the authority's journal system. In the journal system, rules can be set up for when an SMS should be logged.

However, you will typically choose to log all SMS messages because they are very small in terms of data. The price for a complete solution starts at around 40,000 DKK including 100 numbers.

Want to know more

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    Send SMS with API

    Our solution - SMS journaling on PC

    For communication between municipalities, institutions, authorities and citizens to work, it is crucial that messages and information are both delivered AND read! Studies show that the vast majority of SMS messages are read by the recipient, making SMS messages a fast and reliable form of communication.

    With an SMS gateway, public institutions can keep track and comply with record keeping requirements.

    Benefits and advantages

      • Built-in journaling. Through our web portal you always have documentation for all messages sent to citizens or employees.

     

      • Service messages and appointment reminders via SMS are a great service for citizens and users while ensuring fewer cancellations and less waste of resources. Use auto-generated SMS messages or control the sending yourself via our web interface.

     

      • All communication between the client and our servers is encrypted using the latest SSL encryption. This makes it safe to send sensitive information via SureSMS.

     

      • No expensive subscriptions. We only charge SMS rates for the number of messages you actually send. Billing is free and it's easy to pay via EAN number.

     

    The above is a selection of our features. But there are many more. Take a look at our feature pages at suresms.com for inspiration.

    Full overview and documentation via the SureSMS web portal

    From our web portal, you can easily log in and send SMS messages to users via your computer. From here it's quick to send messages to groups, schedule sendings and merge names into the messages.

    Here you also have a full overview of the messages that are sent, and the messages remain here for logging or documentation purposes. You always have an overview of both the content and time of sending and receiving messages.

    Delivering to both state institutions and municipalities

    Over the years, we have delivered SMS to many public institutions and have extensive experience of working with them: libraries, state prisons, assistive technology centers, government agencies and much more. Public institutions need to communicate with a broad cross-section of the population, while price, quality and security MUST be top notch. We have the expertise to deliver a solid and flexible gateway that is easy to use.

    Send from multiple numbers

    Does your workplace need to send from multiple phone numbers, or do you need a flexible login so that multiple employees can send from a specific user? It's easily done via our online portal.

    Here you can read some examples of how our customers are using our online SMS service today:

    • One Danish trade union organization uses our online SMS service to send out newsletters to customers. It's obviously easier to send out long newsletters via a computer's larger keyboard, and it also allows you to attach links with relevant articles to the organization's members.
    • A hunting association in Zealand has signed up for our Gateway. As the members of the association take turns organizing the hunts, they all have a login to the association's account, from which they send messages about upcoming hunts to the other members.
    • A heating company uses our gateway to notify residents about disruptions in supply. For example, when the heat is turned off due to repairs in a given area, the phone numbers are pulled out of the heating company's system, pasted onto our website where they can simply send a message to all affected households.
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