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August 2016

FY2018 DTS Rate Committee

The first FY2018 DTS Rate Committee meeting is scheduled for August 31 at 9:30am. During this meeting, DTS will present the proposed FY2018 rates and information on service performance. The committee will have an opportunity to discuss any adjustments to both the proposed rates and service levels before recommending rates to the Governor’s Office. Here are a few highlights of what DTS has achieved over the past year:

  • Customer Satisfaction Survey: 4.8 out of 5 (4.5 goal)
  • Application Availability: 99.89% applications up and available (98.74% goal)
  • First Contact Resolution: 71% of all calls to the Help Desk were resolved on first contact (65% goal)
  • Time to Initial Response: 96% of 62,807 tickets responded to in less than an hour (85% goal)
  • Total Time to Resolution: 98% of 62,807 tickets resolved in less than 6 business hours (90% goal)
  • Procurement: 9,105 orders processed in 3 days or less (5 days or less goal)

We look forward to working with the Rate Committee members and all state agencies to continue to provide the best possible rates for the service provided.

New Online Driver Exam Promotes Highway Safety

Last year the law changed for getting a driver’s license in Utah. Since the beginning of 2016, new drivers have been required to take a Highway and Safety Trends exam to receive a license. The new test is designed to teach young drivers about widespread traffic hazards and ultimately improve safety.

The exam is only available online and consists of questions covering driving safety topics and five major causes of traffic related deaths as identified by the Utah Highway Safety Office. There are four sections in this exam. Each section has 10 questions. Test takers can stop after any completed section and come back to the next section at any time and may be assisted and given help by anyone and are encouraged to use all resources to complete the exam.

In order to make it as easy as possible, the Utah Department of Public Safety’s Driver License Division made the test available online. The Driver License Division recently announced 13,191 new drivers have taken the exam this year.

Go to to take the exam.

Utah is Finalist in 2016 NASCIO State IT Recognition Awards

The Utah Construction Registry has been named a finalist in the Digital Government: Government to Business Category in the 2016 NASCIO State IT Recognition Awards. The National Association of State Chief Information Officers (NASCIO) has selected 37 IT initiatives in 11 categories as finalists for the State IT Recognition Awards. This year’s high quality of nominations shows that states continue to innovate and achieve great results.
The prestigious awards program, in its 28th consecutive year, honors outstanding information technology achievements in the public sector. Finalists have been named in each award category; the recipient in each category will be announced at the upcoming NASCIO Annual Conference in Orlando, Florida this September. Projects and initiatives from NASCIO member states, territories, and the District of Columbia were eligible for nomination.  Finalists were selected by the NASCIO Awards Committee from a field of more than 130 nominees. Details about all nominated projects are posted on NASCIO’s website,

Utah.Gov Wins IMA Best in Class Award

Utah.Gov has won the IMA Best in Class Award in the ‘Government’ category with an overall score of 488. The Best in Class award is the highest honor bestowed by the Interactive Media Awards. It represents the very best in planning, execution and overall professionalism. In order to win this award level, the site had to successfully pass through a comprehensive judging process, achieving very high marks in each  judging criteria – an achievement only a fraction of sites in the IMA competition earn each year. The judges utilize a points-based scoring system which allows each entry to receive a maximum of 500 points.  There were 218 entries submitted in the ‘Government’ category in the 2016 award year. View more information here

Website Filtering Update

DTS  will be upgrading the State’s website filtering tool. With the current filter, all Web sites with restricted content  is blocked. If a user has an exception granted, the user must sign in after hitting the blocked content page. After the change, the system will use established groups to identify users with exceptions and allow them to access blocked content. Here is a list of Web site content restrictions:

  • Alcohol and Tobacco
  • Abused Drugs
  • Adult
  • Copyright infringement
  • Dynamic DNS
  • Extremism
  • Gambling
  • Games
  • Hacking
  • Insufficient Content
  • Malware
  • Nudity
  • Parked
  • Peer-to- Peer
  • Phishing
  • Questionable

DTS Help Desk Converting to New Phone System

On August 11, 2016, the DTS Help Desk converted to a new phone system. Here are a few things to be aware of when calling the Help Desk:

  • You will still use the same numbers to reach the Help Desk
  • You no longer need to select whether you have a voice issue or a data issue before being queued to an agent
  • You can now leave a callback number to have an agent call you back, rather than leave a voicemail
  • While waiting in queue, if you have a general issue with your phone or email password, you can select to speak to an available agent at one of the other Help Desks

Thank you for your continued support. We look forward to improving the service DTS provides to our customers.

New Storage Solutions

DTS has two new storage solutions – a new Primary SAN Storage solution in the Salt Lake Data Center, and a new DTS Object Storage product, also known as private cloud storage. The Object Storage solution will be available soon. 

Primary SAN Storage

DTS Primary SAN Storage now resides on a Nimble Storage Adaptive Flash platform, providing DTS and state agencies fast and reliable storage with flash storage performance. The storage infrastructure lowers the storage capacity requirements, meets FIPS 140-2 compliance with AES-256 encryption at rest, and greatly reduces the storage datacenter footprint. These features provide DTS with the ability to reduce primary storage costs across all tiers of the DTS primary storage environment.

Migration from the old storage system not been disruptive and will be completed soon. The DTS teams have been working closely together to move all servers using this primary storage to the new environment, and the performance of the new storage is the same or greater than the older system.

DTS Object (Private Cloud) Storage

The DTS Hosting Object Storage product is a low-performance, unstructured data storage option available for low-access files such as long-term data archives, documents or logs generated and managed by applications, and audio/video/image files. The backend product implemented for this storage system is the Hitachi Content Platform (HCP). This storage solution utilizes scale-out commodity hardware rather than a magnetic tape infrastructure to assist with accessibility as well as reduced storage costs.

Object storage is not designed to be used as a high or mid-level storage performance tier. DTS customers should not consider the Hosting Object Storage solution for active database, application, or highly-accessed file services since there is additional overhead for every object read and write. However, the Hosting Object Storage service is a great solution for offloading inactive data for increased manageability and cost reduction.

There are several benefits to using the DTS private cloud storage solution over public cloud storage services (i.e. Amazon, Google, etc.):

  • The DTS solution does not include a fee for object GET/PUT requests or ingress bandwidth use.
  • Data transfer and storage security is controlled, accessed, and verified on local networks managed by DTS staff.
  • Local data transfer greatly reduces any potential impact to State of Utah Internet connectivity and related network infrastructure.

Object storage is different than a typical file service in that it stores files along with a variety of associated information as objects. The object metadata allows for improved policy-based data management. The data is stored across different storage media with the option to store it across different locations. This allows for the storage to be very scalable, resilient, and highly available, avoiding the need for data backup in many cases. The objects are also stored in such a way that they are accessible from any node in the object store, resulting in a private cloud storage solution available to DTS customers. All of these features make object storage a great solution for data archival and management.

Unlike most file storage services, objects are stored and accessed using web protocols. This simplifies unstructured data storage and access for many different application types, especially web applications. Due to this difference in access method, mapped drives to end-user desktops will not be available. Every effort should be made to manage the data using agency or enterprise applications that support object storage access. The selected DTS standard object storage access protocol is Amazon’s Simple Storage Service (S3).