At the point of registration, where a valid email address exists an Acknowledgement letter is issued automatically by Gov Notify and emailed to the customer. However, a manual workaround is required when the email address is not valid and a failure is logged on the http://Gov.Uk Notify dashboard. In this scenario all failures require manual intervention and will be picked up by the person on odd jobs.
Log into the Gov.uk Notify website
The following dashboard will be displayed showing the number of Acknowledgement letters which the system has sent out successfully:
Errors will be highlighted in the green boxes. Usually they show “No failures”. However, when a failure has occurred, the box will show an error message formatted like the example below:
Press on the “8 failed – 1.8%” link and the dashboard below is displayed:
the screen shows that 8 acknowledgment emails failed to be delivered to customers
4 due to the email address not existing
4 due to bouncing back from the email address to which it was sent
Note the dashboard view will also show all failures for the previous 7 days
There may be a discrepancy between the figures showing in the top level green banner shown in no3. above (as this is only refreshed once a day) and “Emails” dashboard (shown below) as this updates regularly throughout the day.
Please check the dates in the “Emails” dashboard before sending out acknowledgment letters, letters should only be sent out for the previous day’s work.
If the email was entered incorrectly:
Log into RoD Webapp homepage
Update the email address field by following the “Amend a minute” journey
The Acknowledgement Letter should be selected and sent to the customer via this journey.
If the email address is not correct:
Delete the incorrect email address
Follow the “Amend a minute” journey to create a manual letter
Post manual letter to the customer with the incorrect email address.
All fixes should be logged into a central spreadsheet for audit purposes showing what action was taken to rectify the error. Your team leader should be also be notified of each error via email to ensure they are aware of any issues.