The Story of Notify.gov
A case study documenting the creation, pilot, impact, and eventual sunset of a government text-messaging service used to improve how agencies communicate with the public.
This report walks through how a shared text-messaging service was conceived, scoped to a minimum viable product, piloted with multiple programs, and scaled to support high-volume messaging for benefits, fraud prevention, passport processing, and disaster response.
It summarizes evidence of impact—such as faster response times, reduced administrative burden, cost savings, and improved access to services—alongside lessons about trust, security approvals, onboarding, and the operational realities of running shared digital services in government.
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