Secure - Customer User Guide How to receive an encrypted

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1 How to receive an encrypted This guide has been developed for customers/suppliers of Glasgow City Council who are due to receive sensitive information from us. It will explain how to use our secure process, which involves sensitive information being ed through encryption software. If you have any difficulties understanding the process and how to use it please view our customer secure frequently asked questions on our website at or contact the person who sent you the . Contents 1. Introduction 2. Why have we introduced this process? 3. Our council secure process 4. Process for - the sender 5. Process for you - the recipient a. If you are receiving an encrypted secure for the first time b. If you have already registered a secure password c. How to open your secure d. How to reply securely back to the council 6. Forgotten passwords resetting/recovering 7. Important information for you 8. Support for you 9. Appendix 1 An example to let your recipient know that you are about to send a secure Introduction As part of our council Information Security policy a new and secure way of sending sensitive information has been introduced across the council which all our staff must follow. From 17 August 2015 all staff will be able to send sensitive s using an encrypt function within our council system. This secure process is a convenient and efficient way to send sensitive information electronically and will be a change for the way in which you, our customers/partner organisations, receive sensitive information from us. This secure process does not replace any previous secure processes that you may have used with us, such as password protecting files it can be used in addition to these. Our process involves converting the message and any attachments into an encrypted PDF. You, as the person receiving the secure message, will need to enter a password to view the message and its content and also use the secure PDF portal to reply back to us. Secure Customer Guide 1

2 2. Why have we introduced this process? To comply with our core council Information Security Policy our staff must not send any confidential and sensitive information without using our encryption software. Encrypting information is a secure way to protect the data and. Using this secure process can be used in addition to any previous methods you may have received sensitive information from the council such as: Password protected files WIN ZIP 7 ZIP Unencrypted sensitive information that falls into the wrong hands could: endanger someone s personal safety play a part in undertaking a serious crime cause significant inconvenience, financial loss, distress or damage to a customer or to our own reputation. 3. Our council secure process Our secure encryption process is provided by Sophos, the same supplier who provides our antivirus solution for our council computers and servers. These guidelines have been broken down into two sections: What you will receive from the person sending the the sender What you need to do as the person receiving the the recipient 4. Process for- the sender If this is the first time that the sender is due to send you an encrypted secure you should receive an from them first to let you know that it is coming. This will be similar to the in Appendix 1 an example to let your recipient know you are about to send a secure . Once the sender has sent you the encrypted , you will receive an from the council telling you that you how to access your secure . If this is the first time you have received an encrypted from us you will need to register and create a secure password to open it. Once you have registered and created a secure password you do not need to do this again, unless you forget it or it expires. After you have set up your password, the sender will receive a notification to show that their to you was successfully encrypted. Secure Customer Guide 2

3 5. Process for you the recipient a) If you are receiving an encrypted secure for the first time: You will receive an titled Secure Registration Request (as shown in diagram 1) to let you know that you have been sent a secure from the council. Diagram 1 Secure registration request for you (first time) You will then need to create a secure password to allow you to access any encrypted s sent from the council. Once you have registered your secure password- you will use this to access any secure s from any sender at the council (excluding schools). Alongside creating your secure password, you will also need to choose three security challenge questions and answers which are used for any future password reset\recovery issues (as shown in diagram two). Secure Customer Guide 3

4 It is very important that you remember the answers to your chosen security questions as you will need them if you need to reset your password in future. Diagram 2 registering your secure password and security questions/answers Your password must meet the requirements of a strong password as shown in diagram 2 - in the box on the top of the right hand side. Once you have successfully registered your secure password the sender of your will receive a message to confirm that their to you has been delivered. You will then receive your encrypted message which has two parts: o o the main covering message as shown in diagram 3 and the encrypted PDF attachment which contains your secure message and any secure file attachments. When you open the encrypted PDF to access your secure and secure attachments you must enter your secure password to view them. Please note that if you do not register a secure password within 30 days then the you have been sent will be deleted from the system and not delivered to you. You will be reminded five before the 30 days registration period ends, by receiving a secure registration request message to register a password. Secure Customer Guide 4

5 Once you have registered your secure password please follow the steps shown in the next section to access your message. Diagram 3 the covering message you will receive to access your encrypted PDF message b) Process for you the recipient if you have already registered a secure password: Your will receive a covering message as shown in diagram 3 which will contain an encrypted PDF attachment. This encrypted PDF attachment will contain your secure message and any secure file attachments. Follow the steps in the next section on how to open and reply securely to your message. Secure Customer Guide 5

6 c) Opening your secure You need to open the secure PDF attachment in Adobe Reader (version 7 or higher) to access your secure message and any secure attachments. You may need to save the PDF file to your network first before being able to open it in Adobe Reader. If you do not have Adobe Reader please speak to your IT department to about installing it. Instructions are given for how to download this on the covering message. You should not open the encrypted PDF using an internet browser as you may have problems viewing any secure file attachments. When you open the attached encrypted PDF you will be prompted to enter the secure password you registered to access your message and any attachments. Once your encrypted PDF is successfully opened with your secure password you will see the first page of our SECURED council PDF screen as shown in diagram 4 below. On this first page of the encrypted PDF you can see any attachments on the left hand side (next to the paperclip icon) and what format they are in, for example, Word, Excel. Diagram 4 Our secure council screen first page Secure Customer Guide 6

7 d) To access your secure message scroll down to the second page as shown in diagram 5. Diagram 5 Our secure screen, page 2 showing your message d) How to reply securely back to the council If you need to send a secure reply back to the person who sent you the message you must reply to the original secure message (held within the encrypted PDF) that was sent to you from the person at the council. Open the original message you received and enter your secure password to access the encrypted PDF. Once you are in the encrypted PDF scroll down to page 2 where you can see your secure message, as shown in diagram 5. Click the reply box on the top right of the header (shown in diagram 5) and compose your reply. If you need to attach any files click on the attachments button on your as shown in diagram 6. Secure Customer Guide 7

8 Diagram 6 example of the secure reply screen and attachment button You then need to click on Choose File button and select the file you wish to attach. Then click Upload when you return to the council secure screen. Finally click on Done and then Send and your reply will be sent back securely. You will receive a confirmation message as shown in diagram 7 from our secure to show your secure reply was successfully delivered back to the sender of the original secure . Secure Customer Guide 8

9 Diagram 7 confirmation message that your reply was sent securely back to the council You are unable to send any information securely without replying to the original it would simply be sent as a normal otherwise and not be encrypted. It is important to note that by using our secure council reply function you will not receive a copy of the secure in your Sent folder. Instead, you will receive a copy of the secure in your Inbox. This is because you are using our secure PDF portal to send the message and not your account. 6. Forgotten passwords If you forget your secure password (or want to choose a new one) you will need to: Click on the link you receive in the covering message (shown in diagram 3) If you forget your password please click here to reset it. You will then be asked to confirm your address and have your three password security questions send to you as shown in diagram 8 below. Secure Customer Guide 9

10 Diagram 8 request to answer challenge questions when forgotten secure password You will receive an from the council called SPX Password Recovery Request from Glasgow City Council as shown in diagram 9 below. Diagram 9 message for recovering/resetting secure password. You will then have the option to recover or reset your secure password by answering the password recovery challenge questions that you answered when you registered it as shown in diagram 10. Secure Customer Guide 10

11 Diagram 10 answering security questions to recover/reset your password If the three security questions are answered correctly you can chose to either reset my password or recover my password. Recovering a forgotten password o If you choose to recover your password you will be sent a temporary password to access an with your existing password in it. You will still be able to access all secure s previously sent to you which were encrypted using this original secure password. Resetting a password o If you choose to reset your password you will be asked to create a new secure password and answer your security challenge questions. You will not be able to use this new password to access any secure s previously received which were encrypted using an older password. If you forget your password you should always try to recover it so that you can still access all encrypted secure s you have received. However, if you cannot successfully answer your security questions you will not be able to recover or reset your password. Secure Customer Guide 11

12 If your password cannot be recovered or reset you should contact the person at the council who sent you your secure and request that your encryption account is deleted and replaced with a new secure password. You will not be able to access any secure s you have previously been sent. 7. Important information for you Your secure password will automatically expire if it is not used to access an encrypted for more than 30 days. If you have already registered your secure password you will not receive a notification about when it is due to expire. If you are due to register your secure password for the first time, you will receive an automatic reminder that you must register one to access the secure you have been sent you will receive this reminder five days before your message is due to expire. If a secure is sent to you after your secure password has expired you will receive another secure registration request (as shown in diagram 1) - the same process you followed when you first registered your secure password. Once you have registered a new secure password and new security answers you will be able to receive new secure s by entering this new secure password. However, it is important to note that you will not be able to view and access any secure s previously sent to you which you used your old password to access. You must create a new password within 30 days of your previous one expiring, otherwise you will not be able to receive any secure s that are due to be delivered to you. You can only send a secure encrypted by replying to a secure that you have sent first from someone at the council. Secure Customer Guide 12

13 8) Support for you If you have any issues about the secure encrypted you have been sent please contact the person from Glasgow City Council who sent it to you. You can also visit our website at to read our frequently asked questions. Secure Customer Guide 13

14 9 Appendix 1 An example to let your recipient know that you are about to send a secure . From: To: Subject: Our secure council process what you need to know As part of our council Information Security policy a new and secure way of sending sensitive information (encryption) is being introduced across the council which all our staff can use. As this is the first time you are due to receive an encrypted secure from the council we wanted to let you know what to expect, and what you need to do to view it. Our secure process involves converting the message and any attachments into an encrypted PDF file. You, as the person receiving the secure message, will need to enter a password to view the message content and also use the secure PDF portal to reply back to us. To help you understand the process please read our customer support material on our web site at You will find a step by step user guide and a recipient frequently asked questions document. These will tell you how to register and open your secure . Secure Customer Guide 14

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