Verizon private network service provides for access to the State network via the Verizon cellular network. Users with Verizon air cards are connected by Verizon directly to the Verizon services router on the State network and have access to the internet and web-based services. Agencies can also request firewall rules to allow additional access to internal State resources. All traffic is encrypted between the air card and the Verizon services router. There is no additional charge for Verizon private network service beyond the cost of cellular service.
The hours of support required for Verizon private network service are listed below.
Hours of Support |
||
Application |
Support Hours |
Days of Week |
Verizon private network service | As provided by Verizon contract | As provided by Verizon contract |
Product Features and Descriptions
Secure Connection
Verizon private network service establishes a virtual private network (VPN) that enables remote users to communicate confidentially over a public network (i.e., from public internet connections).
Data Encryption
User credentials and all data traffic are encrypted in compliance with Internet Protocol security (IPSec) standards.
Verizon Management Portal
Agencies will be given access to the Verizon management portal, with the ability to add or remove users from the service.
Features Not Included
Access to Verizon cellular network
For Verizon private network service, users must have a device equipped with an air card with access to the Verizon cellular network.
Ordering and Provisioning
To order the Verizon private network service product, please refer to the product request form on the DTS web site. At the bottom of the form, there is an option to “Add New Group” or “Add User to Existing Group” (see following image). Orders to “Add New Group” require approval of the requesting agency’s IT director, but orders to “Add User to Existing Group” do not.
DTS Responsibilities
- DTS will deliver the product described in this product description.
- DTS will provide instructions for product use.
- DTS will operate and maintain adaptive security appliances (ASAs).
- To ensure the security of State information technology resources, DTS may block telecommuters’ access to the State Network when troubleshooting security intrusions.
- DTS will enforce the Information Security Policy, and the Acceptable Use of Information Technology Resources Policy.
- DTS will work with Verizon to establish agency groups for Verizon private network service.
- DTS will work with individual or agency requesting the product (i.e., the customer) to configure user access to the desired State services and systems.
Agency Responsibilities
- Customers will adhere to their agency’s policies and procedures in submitting online orders that have been properly approved.
- Customers will obtain a Verizon-compatible air card or other device from their device manufacturer and a Verizon cellular connection from Verizon.
- Non-State employee customers must be sponsored by a State of Utah agency.
- Agencies are responsible for controlling access to their Verizon Private Network group, including adding and removing users.
- Agencies will work with DTS to configure user access to the desired State services and systems.
System Requirements
Users must have a supported Verizon air card.
DTS Service Levels and Metrics
In an effort to improve service to our customer agencies, DTS will measure and report on the following enterprise metric goals:
- Application Availability
- Resolution Time
- Initial Response
- First Contact Resolution
- Customer Satisfaction Surveys and Reporting
Application Availability
Application availability measures DTS’s efforts to ensure that agency key business applications meet the percentage of availability goals identified in each agency’s service level agreement. DTS will determine application availability based upon the collective measurement of the configuration items (both hardware and software) that are required in order to support the agency business services applications. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.
Metric Description |
Target Percentage of Application Availability* |
Not applicable |
Not applicable |
Table Note: *Times exclude those tickets in a “Pending” status waiting for a known bug fix. |
Resolution Time
Resolution time measures DTS’s efforts to resolve customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.
Total Time to Resolution |
Target Percentage of Tickets Meeting Priority Timelines |
Low priority: 6 business hours |
90% |
Medium priority: 4 business hours |
90% |
High priority: 3 clock hours |
90% |
Critical priority: 3 clock hours |
90% |
Initial Response
Initial response measures DTS’s efforts to respond to customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.
Time to Initial Response |
Target Percentage of Tickets Meeting Priority Timelines |
Low priority: 1 business hour |
85% |
Medium priority: 1 business hour |
85% |
High priority: 1 clock hour |
90% |
Critical priority: 30 clock minutes |
95% |
First Contact Resolution
First contact resolution measures DTS’s efforts to resolve customer incidents on a customer’s initial contact with either our help desk or a technical specialist. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.
Metric Description |
Target Percentage of Reported Incidents Resolved on Initial Contact |
First Contact Resolution |
65% |
Customer Satisfaction Surveys and Reporting
All users/customers whose technical incidents are resolved by DTS staff will be given the opportunity to respond to an online survey regarding their level of satisfaction with the support received from DTS. Responding to the survey is voluntary.
The chart below identifies DTS enterprise goals for customer satisfaction. Cumulative monthly reports will be created displaying the level of customer satisfaction with DTS support. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.
Metric Description |
Target Levels of Customer Satisfaction |
Average level of satisfaction with resolution efforts |
≥ 4.5 on a scale of 0–5 |
Percentage of respondents expressing satisfaction (vs. dissatisfaction) |
93% of respondents satisfied |