The Department of Technology Services (DTS) Enterprise E-fax Service offers electronic faxing features that deliver outbound faxes to their destinations and inbound faxes to email-enabled multifunction devices (MFD), network folders, email accounts, and fax accounts powered by a web browser. With the convenience of a web browser, a user can access their faxes and use the features and functions of the Enterprise E-fax solution.

Enterprise e-fax accounts can delegate access to other enterprise e-fax accounts configured in the same logical site to ensure that faxes are attended to in a timely manner.

As telephones are migrated to DTS’s Cisco VoIP platform, telephone numbers are also moved to DTS’s centralized SIP PSTN access trunk. Telephone number block(s) may include fax numbers that are moved to the SIP PSTN access trunk. DTS’s Enterprise E-fax Service accepts SIP fax numbers, which makes migrations more seamless.

Product Features and Descriptions

Inbound Faxing

Inbound faxing is the ability to receive faxes.

Outbound Faxing

Enterprise fax accounts via a web browser interface have the ability to send faxes. Users will have the ability to send documents from their PC as faxes.

Enterprise Fax Accounts

Enterprise fax accounts provide the ability to receive faxes and forward faxes to email addresses and telephone numbers via a web browser.

Multifunction Device

Inbound faxes can be received by email-enabled multifunction devices (MFD) like MFD copiers, scanners, and printers.

Email

Inbound faxes can be automatically relayed to email addresses.

Network Folder

Inbound faxes can be automatically relayed to network folders.

Delegation

Enterprise fax account users can allow other enterprise fax account users in the same logical site to access their account. This feature allows for continuity when users are not available to monitor fax accounts in a timely manner.

Features Not Included

Application Program Interface (API) or Third-Party Integration

API or other third-party integration is not included in the Enterprise E-fax Service. Please engage other DTS channels for estimates and statements of work.

Ordering and Provisioning

Contact the DTS Customer Support Center at 801-538-3440 or 800-678-3440 or request that a DTS voice solution engineer (VSE) contact you with information on ordering/planning.

DTS Responsibilities

DTS will be responsible for all costs to the vendor associated with the purchase, installation, and maintenance of the necessary equipment and software to provide e-fax services.

DTS will also be responsible for the following:

• Coordinating vendor/customer forums
• Maintaining the Enterprise E-fax Platform
• Drafting an SBA defining the services and costs for customer agencies

Agency Responsibilities

The agency will:

• Consult the agency-assigned DTS VSE as necessary for enterprise e-fax requests and modifications
• Provide an estimate of fax statistics to determine required simultaneous fax session capacity
• Submit enterprise e-fax changes and modification requests via the DTS General Telecom Order Form: https://dts.utah.gov/product/phones-lines-and-accessories
• Notify the DTS Customer Support Center of any problems by calling 801-538-3440 or 800-678-3440
• Review billing of services monthly to ensure accuracy and discuss any discrepancies with DTS Accounting within the fiscal year in order for adjustments to be approved and processed
• Review and sign an SBA for e-fax service

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. 

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. 

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. 

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. 

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. 

This document provides information about Department of Technology Services (DTS) mobile technicians,¹ including the types of services the techs provide, how the techs bill for these services, and other relevant details. 

Mobile Tech Role

DTS provides IT services for government-owned IT devices that reside in a customer’s environment and access the State’s business systems. Mobile techs provide telecom/telephony service, networking assistance, uninterrupted power supply (UPS) support, wireless support, and other features.     

Services Provided

DTS Mobile tech services include, but are not limited to, the following, and are based on customer requests. 

Telecom/Telephony²

In support of telephony services, DTS mobile techs are qualified to install, configure, remove, replace, maintain, and troubleshoot/service telecommunication equipment, including the following: 

• Private Branch eXchange (PBX): 
  • Cabinets
    • Cards
    • Power supplies
  • Servers
    • Power supplies
    • Hard drives
  • Cross Connect Field (including organization, maintenance, and labeling)
• VOIP

Networking

DTS mobile techs install, remove, replace, troubleshoot, maintain, and provide support for network services and equipment. 

UPS

DTS mobile techs install, remove, replace, troubleshoot, and maintain UPS for DTS equipment. 

Wireless

DTS mobile techs install, remove, replace, troubleshoot, and maintain customers’ wireless networks, (including Radio Bridges) as described in the DTS Wireless Network Product Description. Wireless planning surveys and building pattern/radiation surveys will be provided by the mobile techs with an order for the service. 

Audio/Visual

DTS mobile techs install customers’ DTS-approved audio/visual (A/V) equipment. Mobile techs will also remove, replace, troubleshoot, and maintain DTS-installed, or DTS authorized vendor-installed, A/V equipment. Note: DTS mobile techs will not support systems that were previously installed by other vendors; mobile techs only support DTS-installed equipment and DTS authorized-vendor installed equipment. 

Wiring

DTS mobile techs install, remove, replace, troubleshoot, and maintain customers’ wiring, including all network jack to switch wiring for all State buildings. Mobile techs also: 

• consult with customers on identifying the scope of work and wiring needs;
• complete service orders (SO) as workload and customer need allows; and 
• contract with vendors as determined by workload or request.

If a wiring request is outside the scope of the mobile tech responsibilities described in this Mobile Technician Services Overview document, mobile techs will request services from an outside vendor.

After mobile techs complete wiring work, they will verify that the project is completed and that the work meets defined State of Utah standards, specifically State of Utah communication wiring standards.

24×7 Support

If a customer orders 24×7 mobile tech support, mobile techs will provide ongoing support during business hours and after business hours for all the other mobile tech services listed above, in accordance with DTS Policy 2000-0009, On-Call Policy.

Hours of Support

Mobile techs provide full support for mobile tech provided services from 6:00 a.m. to 6:00 p.m., Monday through Friday, and are available 24×7 for on-call or emergency support.  

DTS Mobile Tech Responsibilities

Mobile tech responsibilities include the following:

• providing mobile tech services (as described in this document) to DTS and the department’s customers,
• providing mobile tech services at a customer’s location,
• using ServiceNow incidents to create SOs, 
• completing rate-based hourly work in accordance with each SO, and
• troubleshooting, installing, and diagnosing problems; making adjustments; completing repairs; and performing preventive maintenance on telecommunications and networking equipment.

Completion of requested services (i.e., total time to resolution) is contingent upon delivery and receipt of all required hardware and materials by a DTS mobile technician. The total time to resolution “clock” begins with receipt of all required parts.

Customer Responsibilities

Customers using DTS mobile tech services are responsible for: 

• providing accurate billing information, and 
• reviewing billing of services monthly to ensure accuracy.³

Billing Information

Depending on the type of service required by a customer, mobile tech services may be charged in one of several ways, including the following. (For specific rates on mobile tech services, see the “Telephone Technician Labor” rate for the current fiscal year on the DTS rates page.) 

Standard Billing

For standard billing, mobile techs will bill a minimum of one hour. Standard billing time will include both drive time and work time.

Split Billing

Split billing will be used when multiple mobile tech jobs are being completed in a defined proximity. Split billing time will only be applied to drive time. 

Overtime Billing

Overtime billing (time and a half billing) for mobile techs will be billed daily. Overtime will be billed for actual hours worked between 6:00 p.m. and 6:00 a.m. Monday through Friday and for any hours worked on weekends and holidays. A mobile tech employee’s overtime must be approved by the employee’s supervisor, and the SO must be listed on the employee’s time sheet in order to ensure accountability. Time sheet accounting for OT hours will follow the DTS reporting policy for any hours over 40 in a weekly pay period.

Apprentice/Temp Billing

For mobile tech apprentice/temp billing, one hour will be billed for every two hours worked.

Ordering and Provisioning

Customers may contact the DTS Customer Support Center (801-538-3440 or 800-678-3440) to report a problem or request services.   Requests for DTS provided services should follow the ordering process outlined for each product. Customers may also submit a ServiceNow ticket (i.e., create a ServiceNow “incident”) to obtain mobile tech assistance.  

• Telephone Issue link
• Telephone Request link
• Help Desk link
• Order Desk link
• Service Now Incident link

Contact Information

For more information about DTS mobile tech services, contact Russell Smith at (801) 514-3125 or  russellsmith@utah.gov. or DTSMobileTechs@utah.gov

References

The following documents provide additional/supplemental information about DTS mobile tech services: 

• Telephone Surplus
• Telephone Purchase
• DTS Telephone Technician Labor product description   
• Utah Administrative Code, Rule R33-26. State Surplus Property
• DTS Wireless Network Product Description: This document describes wireless network services provided by DTS. 

Notes: 

¹ DTS mobile technicians are also commonly referred to as “phone techs,” “wiring techs,” and “field service techs,” but for purposes of this document, the group will be referred to as “mobile techs” or “techs.”

² Telephone technician labor is discussed in more detail in the DTS Telephone Technician Labor product description.

³ Discrepancies should be discussed with DTS Accounting within the fiscal year in order for adjustments to be approved and processed.

As our agency customers require telecommuting options to facilitate a mobile workforce, DTS has implemented a solution for Cisco Voice-over-Internet Protocol (VoIP) users; and, until migrated to Cisco VoIP, customers currently using the Avaya platform now have an option for telecommuting, specifically: Avaya Softphone.

Softphones run as a workstation application that allows users to make/receive phone calls from a computer connected to the State network.

This product description outlines the implementation of Avaya softphones on the State network. 

Technical support is available during business hours Monday through Friday from 8 am to 5 pm.

Softphone services are NOT supported in a call center environment. Please contact your assigned Voice Solutions Engineer (VSE) for more information.

Agencies requesting Softphone services must follow the State Teleworking Initiative Process.

Agency Application

DTS has the ability to enable the use of softphones on the State network as an alternative to a physical telephone handset as an end point for agencies’ voice communication requirements. 

Risks and Mitigations

• If a power outage and/or a loss of internet connectivity occurs at your office/home, then you will not be able to dial 911 from an Avaya softphone, or any other phone number.

Note: Customer agencies should provide a secondary form of communication for situations where a disruption of voice services occurs. Mobile cell phones are an excellent backup for these situations.

• If you place a 911 call from your softphone, then the 911 system will connect and dispatch responders to the office location that is associated with your softphone phone number. If you are telecommuting and are not in the office, you should not be dialing 911 from the application.
• It is preferable to place 911 calls from a desk phone or from a cellular phone rather than from a softphone.
• When dialing 911 from your softphone, be prepared to provide your callback number and your address (i.e., physical location).

Hardware Requirements

Softphone performance may be compromised by desktop limitations. The following hardware requirements are the minimum requirements for the softphone to function properly. Please ensure that adequate PC resources are available for other user tasks. It is recommended that users have an Ethernet cable connection rather than a wireless local area network (LAN) connection for optimal audio quality. See requirements below. 

Softphones are configured as part of the data network. DTS cannot guarantee quality of service for every call made or received using a softphone. Quality may vary depending on headset selected; the capacity of a user’s PC; the application(s) running on the user’s PC; the traffic and bandwidth availability on the network; and/or other factors, such as latency or noise on the line. 

NOTE: Bluetooth devices can cause interference with other (in-range) Bluetooth devices. These devices may work; however, “wired” devices provide a consistent, non-interference user-experience.

DTS trouble-shooting efforts are strictly for customers using supported “wired” headsets and not for bluetooth devices.

The hours of support required for Avaya Softphones  are listed below.

Product Features and Descriptions

Softphones run as an application that allows users to make/receive phone calls from a computer connected to the State network.

Avaya IP Softphone

From the Avaya IP Softphone window, you can:

• Manage multiple call appearances
• Make calls
• Answer calls
• View the calling/called party information for each call (referred to as caller ID for the calling party information), if available
• Place calls on hold
• Answer a held call
• Hang up calls
• Transfer calls
• Set up and manage conference calls
• Program speed dial buttons
• Access all the features programmed for your telephone
• Place calls from the phone directory window, call history window, and public directory

Ordering and Provisioning

Customers requesting Avaya IP Softphone services should submit a ServiceNow request by clicking the Order Product/Service button to the right and completing the linked ServiceNow form:

https://dts.utah.gov/product/phones-lines-and-accessories

Once you submit the incident request form, your request will be routed to a DTS order writer to begin the process. Requests for phones and product information will be addressed by an agency-assigned DTS Voice Solution Engineer (VSE).

If you are requesting more than ten (10) softphones, please contact your VSE.

Troubleshooting

Customers in need of softphone support issues should submit a ServiceNow request for assistance by:

• clicking the Get Help button on the DTS homepage at https://dts.utah.gov,
• selecting Online Support, and
• completing the linked ServiceNow incident request form.

All phones must go through a provisioning process.

DTS Responsibilities

• The DTS Help Desk will be the first group to troubleshoot with possible assistance from Desktop Support. Issues requiring additional support will be escalated to Voice Operations.
• DTS will maintain the Avaya PBX system.

Agency Responsibilities

• Consult with agency-assigned DTS VSE for Avaya IP Softphone request(s) and modification(s).
• Request IP phones from DTS service catalog.
• Notify the DTS Customer Support Center of any problems by calling 801-538-3440 or 800-678-3440.

Note: The DTS Help Desk will be the first group to troubleshoot with possible assistance from Desktop Support. Issues requiring additional support will be escalated to DTS Voice Operations.

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. 

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. 

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.  

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. 

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. Periodic reports will be created showing the level of satisfaction with resolution of incidents by specific support groups and the level of satisfaction of users by agency.

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. 

Cisco Singlewire Informacast “Paging-Through-the-Phone” (PTTP) is a feature that allows DTS agency customers with Cisco IP Phones to place a paging announcement over their IP Phone’s speaker (speakerphone capability is required).  DTS customers can request the creation of PTTP paging zone(s) to which IP Phones are assigned. Paging announcements can be heard by users while on-hook (not on a call) or while off-hook (on a call).  

Product Features and Descriptions

Paging-Through-the-Phone

Allows customers to place a page over Cisco IP Phones; speakerphone capability is required.

Multiple Zone Capability

Customers may have multiple paging zones; Cisco IP Phones can be assigned to one or more zones.

Paging Skip or No Skip Phones In-Use

On a per zone basis, customers can choose to have pages skip, or not, IP Phones that are in-use.  This is useful for priority pages.

Ordering and Provisioning

Contact DTS Customer Support Center 801 538-3440 or 800 678-3440; request that a DTS Voice Solution Engineer (VSE) contact you with information on planning/ordering Cisco Singlewire Informacast “Paging-Through-the-Phone” (PTTP) service.

DTS Responsibilities

DTS will maintain the Cisco Singlewire Informacast “Paging-Through-the-Phone” (PTTP) platform.

Agency Responsibilities

• Consult with agency assigned DTS Voice Solution Engineer (VSE) for Singlewire Informacast “Paging-Through-the-Phone” (PTTP) application request(s) and/or modification(s).
• Submit Singlewire Informacast “Paging-Through-the-Phone” (PTTP) change/modification request(s) to the DTS General Telecommunications online order form: http://dts.utah.gov/get-a-product-service/phones-and-phone-gear.php; select General Telecom Order.
• Notify DTS Customer Support Center of any problems by calling 801 538-3440 or 800 678-3440.
• Review billing of PTTP services periodically to ensure accuracy.  Discrepancies should be discussed with DTS Accounting to ensure timely resolution approval/processing.

General Service Levels and Metrics

All technical incidents and service requests, and certain types of orders, related to products and services provided by DTS will be reported to the DTS Enterprise Service Desk or to specialized Help Desks that support State agencies or DTS divisions and regions.  All incidents and requests will be captured in the DTS Help Desk application. DTS staff will provide timely acknowledgement and resolution of technical incidents and service requests.

DTS support staff, including staff directly assigned to the DTS Enterprise Service Desk, will exert all reasonable efforts to meet the Time to Initial Response (TIR) and Total Time to Resolution (TTR) targets set forth below.

The DTS Enterprise Service Desk is accessible 24×7 by telephone at 801 538-3440 or 800 678-3440.  Live chat and direct user reporting of incidents are available on the DTS website at dts.utah.gov.  Published “Business Hours” for the DTS Service Desk are 7:00 AM – 6:00 PM, Monday – Friday.  Hours of support/on-call coverage vary by agency/division/region and product.

Incident Response and Resolution Targets

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 on-line survey regarding their level of satisfaction with the support received from DTS.  Responding to the survey is voluntary. Periodic reports will be created showing the level of satisfaction with resolution of incidents by specific support groups and the level of satisfaction of users by agency.

Customer Satisfaction Targets

As DTS migrates to Voice-over Internet Protocol (VoIP) technology, customers have an option to purchase from a variety of “end-points” or telephone handsets—and even a softphone. DTS has migrated approximately 9,100 employees to VoIP services.

Softphones run as a workstation application that allows users to make/receive phone calls from a computer connected to a VoIP enabled network.

Softphone services are NOT supported in a call center environment. Please contact your assigned Voice Solutions Engineer (VSE) for more information.

Technical support is available during business hours Monday through Friday from 8 am to 5 pm.  

This product description outlines the implementation of IP softphones on the state network.

The hours of support required for Cisco IP Softphones are listed below.

Agency Application  

DTS has the ability to enable the use of softphones on the state network as an alternative to purchasing a VoIP telephone handset as an end-point for agencies’ voice communication requirements. Cisco Jabber is the only supported softphone client.

Risks and Mitigations

• If a power outage and/or a loss of Internet connectivity occurs at your office, then you will not be able to dial 911 from a Cisco Jabber softphone.

Note: Customer agencies should provide a secondary form of communication for situations where a disruption of voice services occurs. Mobile cell phones are an excellent backup for these situations.

• If you place a 911 call from your softphone, then the 911 system will connect and dispatch responders to the office location that is associated with your softphone phone number.
• When dialing 911 from your softphone, be prepared to provide your call back number and your address (physical location).
• It is preferable to place 911 calls from a desk phone or from a cellular phone rather than from a softphone.

Hardware Requirements

Softphone performance may be compromised by desktop limitations. The following hardware requirements are the minimum requirements for the softphone to function properly. Please ensure adequate PC resources are available for other user tasks. It is recommended that users have an Ethernet cable connection rather than a wireless Local Area Network (LAN) connection for optimal audio quality. See requirements below:

Softphones are configured as part of the data LAN. Quality of service (QoS) settings can be applied; however, DTS cannot guarantee quality of every call made or received using a softphone. Quality may vary depending on headset selected, capacity of user’s PC, application(s) running on user’s PC, traffic and bandwidth availability on the network, and/or other factors such as latency or noise on the line. 

Note: Bluetooth devices can cause interference with other (in-range) Bluetooth devices. These devices may work; however, “wired” devices provide a consistent, non-interference user-experience.

DTS trouble-shooting efforts are strictly for customers using supported “wired” headsets and not for bluetooth devices.

Product Features and Descriptions

Softphones run as an application that allows users to make/receive phone calls from a computer connected to a VoIP enabled network.

Rates and Billing

Customers who exclusively use a softphone will be billed one (1) FY 20 Urate: $32.86 per softphone.

Customers who have both a standard desk phone and a softphone will only be charged for one (1) FY 20 Urate: $32.86 per month.

Ordering and Provisioning

Customers requesting IP Softphone services, should submit a request via ServiceNow “Get Help” at https://dts.utah.gov. Select the “Online Support” option and request assistance with IP Softphone. Your request will be routed to the appropriate Voice Solutions Engineer (VSE) to begin the process. Requests for phones and product information will be provided by the VSE.

If you are requesting more than ten (10) softphones, please contact your VSE.

Troubleshooting

If you have softphone support issues, please request assistance via ServiceNow “Get Help” at https://dts.utah.gov; Select “Online Support” and request assistance with IP Softphone.

DTS Responsibilities

• DTS Help Desk will be the first group to troubleshoot with possible assistance from Desktop Support. Issues requiring additional support will be escalated to Voice Operations.
• DTS will maintain the Cisco Callmanager platform.

Agency Responsibilities

• Consult with agency assigned DTS Voice Solution Engineer (VSE) for Cisco IP Softphone request(s) and modification(s).
• Purchase IP phones from DTS service catalog.
• Change/modification request(s) to the DTS General Telecommunications online order form: http://dts.utah.gov/get-a-product-service/phones-and-phone-gear.php; select General Telecom Order.
• Notify DTS Customer Support Center of any problems by calling 801-538-3440 or 800-678-3440.

Note: DTS Help Desk will be the first group to troubleshoot with possible assistance from Desktop Support. Issues requiring additional support will be escalated to Voice Operations.

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. 

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. 

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.  

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. 

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. 

Purpose

DTS has approximately 3000 IP Phones with video capability: DWS and DHS have purchased the majority of these IP (Internet Protocol) phones within the Executive Branch.

This document outlines the implementation of IP Phone video on the Local Area Network (LAN).

LAN Application

DTS enables video on IP Phones via campus LANs where the IP Phones reside.  A campus LAN refers to co-located buildings served by one wide area network connection.  IP Phones use video on the same LAN, which typically means the same campus.  The LAN consists of networking switches that by definition have abundant bandwidth (almost unlimited), so there is little risk of using video on the LAN.

IP video service will only be turned on for specific site locations and be used for communication of people at that site only and not for communication between remote offices connected by wide area network circuits.

Risks and Mitigations

On larger LAN campuses where multiple switches are connected by trunks and/or channel groups, there is a risk that a connecting trunk may have traffic congestion with the addition of video traffic.  This risk can be easily mitigated by turning on Quality of Service (QoS) on the trunk interfaces or switch ports of the channel groups.  The risk is low, so implementation of QoS on the switches can be either proactive or retroactive.  Retroactive, meaning if there is a problem, Network Operations can quickly add QoS on the trunks.

Cisco LAN Video Product Features

• Point-to-Point Video
  • LAN ONLY
• Display Resolution
  • Dependent upon sets purchased by agencies.

Note: Support and maintenance for handsets are provided by vendor; and, calls for support are directed to the vendor’s support desk.

Ordering and Provisioning

• Customers requesting Video LAN services, should submit a request via ServiceNow “Get Help” at https://dts.utah.gov. Select the “Online Support” option and request assistance with Cisco Video LAN. Your request will be routed to the appropriate Voice Solutions Engineer (VSE) to begin the process. Requests for phones and product information will be provided by the VSE.
• Voice Operations can enable video on a per site or per building location once a request is submitted via Servicenow and routed to the appropriate VSE for review and consultation.
• Agencies are not required to supply a list of each individual user to have the IP video traffic enabled on the local area network.
• Agencies can submit a list of locations where they would like the service enabled. Video traffic will be confined to each specific site so communication via video between sites will not be enabled.

Troubleshooting

• If you have video support issues, please request assistance via ServiceNow “Get Help” at https://dts.utah.gov

Note: Video Endpoints (displays and sets) are supported by the vendor. All calls for support are directed to the vendor’s support desk.

DTS Responsibilities

• As long as this service can be supported under the current WAN rate, DTS will be responsible for all vendor costs associated with the purchase, installation and maintenance of the necessary equipment and software to provide the infrastructure for Cisco video services.
• DTS will maintain the Cisco Call Manager/video services platform.

Agency Responsibilities

• Consult with agency assigned DTS Voice Solution Engineer (VSE) for Video LAN services request(s) and modification(s).
• Purchase IP phones with video capabilities from DTS service catalog.
• Telecommunications online order form: http://dts.utah.gov/get-a-product-service/phones-and-phone-gear.php; select General Telecom Order.
• Notify DTS Customer Support Center of any problems by calling 801-538-3440 or 800-678-3440.

General Service Levels and Metrics

• All technical incidents and service requests, and certain types of orders, related to products and services provided by DTS will be reported to the DTS Enterprise Service Desk or to specialized Help Desks that support State agencies or DTS divisions and regions.  All incidents and requests will be captured in the DTS Help Desk application.  DTS staff will provide timely acknowledgement and resolution of technical incidents and service requests.
• DTS support staff, including staff directly assigned to the DTS Enterprise Service Desk, will exert all reasonable efforts to meet the Time to Initial Response (TIR) and Total Time to Resolution (TTR) targets set forth below.
• The DTS Enterprise Service Desk is accessible 24×7 by telephone at 801-538-3440 or 800-678-3440.  Live chat and direct user reporting of incidents are also available on the DTS website at dts.utah.gov.  Published “Business Hours” for the DTS Service Desk are 7:00 AM – 6:00 PM, Monday – Friday.  Hours of support/on-call coverage vary by agency/division/region and product.

Incident Response and Resolution Targets

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 on-line survey regarding their level of satisfaction with the support received from DTS.  Responding to the survey is voluntary.  Periodic reports will be created showing the level of satisfaction with resolution of incidents by specific support groups and the level of satisfaction of users by agency.

Customer Satisfaction Targets

General Telecommunications Order Request:

• New Install
• Phone Move
• Phone Disconnect
• Change a Feature in Programming

The Department of Technology Services (DTS) provides Voice Services to all Executive Branch agencies. Voice Monthly Services include the planning and implementation of basic phone services (dial tone) throughout the State of Utah.

The Judicial and Legislative Branches of State government and other governmental entities, e.g., cities, counties, colleges, universities, K-12, etc. have the option of receiving basic telephone services from DTS.

Features and Descriptions

Planning and Implementation

DTS plans and implements voice services for Executive Branch agencies and other branches of state government if/when requested.

Installation

DTS coordinates and installs lines, trunks, circuits, hardware, etc. in support of voice services.

Voice Monthly Service (Basic Telephony Services – URate)

Provide basic services (dial tone) to State employees.

Voice Monthly Service (URate) applies to services provided by the telephony system, e.g., Private Branch eXchange (PBX), key system and Voice over Internet Protocol (VoIP).

The URate is applicable for customer requirements that are dependent upon services or features provided by the telephony system, such as call forwarding to a cellular device from a business number regardless of a physical desk phone or the State network in support of voice services, such as VoIP solutions. Agencies employing VoIP systems, State or cloud hosted, will be billed the URate for each end-user.

Dedicated business lines (1FBs) for faxes, modems, monitoring equipment, and so forth, to meet agency business requirements, are billed at Cost Plus 10% (1FBCP).

Voice Mail

DID Service

Direct Inward Dial (DID) services allow outside callers to dial inside an agency without going through the attendant.

7-1-1 Dialing

7-1-1 Dialing assists employees and or citizens who are deaf, hard of hearing, or speech disabled and who use a Teletypewriter (TTY) device.

911 Service/Access

When possible, DTS-owned telephony systems will be programmed to permit the dialing of both 911 and 9-911 when reporting an emergency.

Carrier and Vendor Services Provided

Note: Feature selection is dependent upon location, customer base and vendor provided services

• 7-1-1 Dialing
• Music on Hold
• Extended Calling Area
• Long Distance Access
• Call Waiting
• Caller ID
• Last Call Return
• Call Forwarding
• Directory Listing
• Foreign Directory Listing

UPS Power Back-Up

PBX and key systems are powered by Uninterrupted Power Supply (UPS) systems for a minimum of 15 minutes in the event of a power outage.

Repair and Maintenance

24×7-repair service – DTS utilizes vendor technicians and DTS technicians to perform installation and repairs: normal business hours and on-call.

Features Not Included

Dedicated Business Lines

Dedicated business lines (1FBs) for faxes, modems, monitoring equipment, and so forth, to meet agency business requirements, are billed at Cost Plus 10% (1FBCP).

Additional Agency Requested Trunking

During the VoIP/SIP deployment process, if an agency requests from DTS to retain any traditional voice service connectivity, e.g., PRI circuit(s) and/or additional 1FB line(s) to meet their business continuity and/or emergency business requirements above the standard that DTS provides, then the agency is responsible for any/all costs via a Special Billing Agreement (SBA).

Call Center Application Services

Call Center applications are unique to agency business requirements. DTS offers Call Center services as separate products, for example, Call Management Services (CMS), IP Agent, analog business lines, and other telecommuter services.

Phone Sets

The purchase of telephone sets are the responsibility of State agencies or other governmental entities.

Long Distance

Long Distance is not included in the Voice Monthly Service Rate (Universal Rate – URate), but is available at approved rates.

Additional Services

DTS offers a variety of optional calling services through the service providers for additional charges. For information, pricing and availability of additional services, or additional instructions on using these services, visit the DTS web site at https://dts.utah.gov/product/phones-lines-and-accessories (select the  General Telecom Order Form) or call the Help Desk at 801-538-3440 or 800-678-3440.

Ordering and Provisioning

All telephone service requests must be in writing. If the request involves ten (10) stations or more, then contact your DTS Voice Solutions Engineer. For moves, installs, or changes of less than ten (10) stations, send your request via the General Telecom Order Form for Phone Services on the DTS web site.

DTS Responsibilities

Design the telephone system that will meet the needs of the customer.

Engineer and install voice systems that maintain a Grade of Service (GOS) guarantee of P.05. This means that only five percent of calls attempted receive a busy signal during the busiest hour of the busiest day. Telephone systems are engineered for an agency’s peak busy hour.

Agency Responsibilities

Contact the assigned DTS Voice Solution Engineer to plan telephone needs or call 801-538-3440 or 800-678-3440.

Submit orders to the Telecom Order Desk for all moves, adds, or changes for ten stations or less. Order requests for larger moves, adds, or changes (over 10 stations) should be submitted to the agency assigned Voice Solution Engineer.

Please review billing of services monthly to ensure accuracy. Discrepancies should be discussed with DTS Accounting within the fiscal year in order for adjustments to be approved and processed.

Set up appropriate billing code for billing purposes.

Notify DTS Customer Support Center of any problems by calling 801-538-3440 or 800-678-3440.

Long Distance services allow State employees to communicate outside the local calling area. The Department of Technology Services’ (DTS) current long distance contract is with CenturyLink.

Features and Descriptions

Long Distance Calling

• Interstate (state-to-state) calling; Long Distance service that crosses state lines.
• Intrastate (within state) calling; Long Distance service within the state of Utah.
• International Long Distance Calling (See Product Description for details).
• Calling Cards.
• Collect Calls.

Features Not Included

International Long Distance Calling

• Ability to call internationally; management approval required (See Product Description for details).

Ordering and Provisioning

All telephone service requests must be in writing. Please contact your DTS Voice Solution Engineer or via the General Telecom Order Form for Phone Services on the DTS web site.

DTS Responsibilities

Provide Long Distance calling services to the Executive Branch agencies.  The Judicial and Legislative Branches of State government and other governmental entities, e.g., cities, counties, colleges, universities, K-12, etc. have the option of receiving basic telephone services from DTS.

Agency Responsibilities

Subscribers may make long distance telephone calls from any telephone that does not restrict long distance calling. The charges are billed to the telephone number where the call was made, unless the caller makes a collect call or bills to a credit card or third party.

Please review billing of services monthly to ensure accuracy. Discrepancies should be discussed with DTS Accounting within the fiscal year in order for adjustments to be approved and processed.

Consult with agency assigned DTS Voice Solution Engineer for service options and features.