Permissions

Users in Touchpoints have varying levels of permissions:

1. Globally, a user is either an Admin or not
2. Every user belongs to an Organization, and user may be made an Organization Manager

Roles

Roles based on a User's admin flag

• Admin - access to all aspects of Touchpoints System

Permissions related to Forms and their Responses

• Form Manager - access to all aspects of a Form and its Responses
• Response Viewer - read-only access to a Form and its Responses

Permissions related to the U.S. Digital Registry

• Registry Manager - can manage all aspects of the U.S. Digital Registry, including Websites, Mobile Applications, and Social Media Accounts
• Organizational Website Manager - a user with a User record with the organizational_website_manager flag - can edit and update all Website records for an organization
• Website Manager - a user with an email matching the listed Website Manager field for a Website, can edit and update the Website.

Permissions related to Data Collections

• Performance Manager - access to all CX Data Collections
• CSCRM Data Collection Manager - access to all CSCRM Data Collections

Permissions related to Services

In this context, a Service is a public service like: Applying to receive an Education Loan, VA Health Services, Issuing a Passport

• Service Manager - a user with a User record with the service_manager flag - can edit and update all Service records across organizations

How do Personas map to Roles & Permissions?

• Admin has admin flag set
• Form Manager and Response Viewer can login, but do not have admin flag set
• Form Manager can login and has FormManager role in a UserRole record
• Response Viewer can login and has ResponseViewer role in a UserRole record
• Public users do not login

Organizational considerations for organizing CX and feedback

An organization may choose to have a single form for many websites or sections of sites, and add all the users to it.

This creates a high coordination-cost between the website(s) and Touchpoints form.

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An organization may choose to have a multiple forms for many websites or sections of sites, and add all the users to each form.

This creates a less coordination-cost between the website(s) and Touchpoints form, and improves how feedback channels are aligned with users.

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An organization may choose to have a single form for many websites or sections of sites, and add only specific CX users to the form's permissions, and handle the coordination of feedback to the website users outside of Touchpoints. This creates the lowest coordination-cost and establishes visibility and ownership of feedback, yet relies on human communication and action to be responsive to feedback.

This creates a less coordination-cost between the website(s) and Touchpoints form, and improves how feedback channels are aligned with users.

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For more detailed information on how each Persona can use Touchpoints, see the Use Cases.