Enterprise E-Fax Service

The Division of Technology Services (DTS) Enterprise E-fax Service offers electronic faxing features that deliver outbound faxes to their destinations and inbound faxes to network enabled printers or multifunction devices (MFD), network folders, email accounts, and fax accounts via the fax web portal (https://fax.utah.gov). The fax web portal is accessible from any web browser when the user’s PC/laptop is connected to the state network or connected to the GlobalProtect  VPN. Using the fax web portal, a user can access their faxes and utilize all 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. This allows for continuity when primary users are not available to monitor fax accounts due to time off or other unforeseen circumstances.

Hours of Support
Application	Support Hours	Days of Week
VoIP Service – Universal Telecom Rate for Voice Monthly Service	Business Hours: 7:30 a.m. to 5:00 p.m.	Monday through Friday
	On Call Support: 24×7	24×7

Product Features and Descriptions

Inbound Faxing	Inbound faxing is the ability to receive faxes.
Outbound Faxing	Enterprise fax accounts via a web browser  have the ability to send faxes. Users will have the ability to send documents from their PC as faxes.
Enterprise Fax Accounts	Via a web browser, Enterprise fax accounts provide the ability to receive faxes.   In the portal you can view your faxes, print faxes, delete faxes and forward faxes to other fax users. You can also download them locally, this would allow the fax to be emailed or saved for other business purposes.
Printers or Multifunction Devices	Inbound faxes can be received and sent to network attached MFD copiers, scanners, and printers.
Email	Inbound faxes can be automatically sent to Utah.gov email addresses.
Network Folder	Inbound faxes can be automatically sent 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 primary users are not available to monitor fax accounts due to time off or other unforeseen circumstances.

 

Features Not Included

Application Program Interface (API) or Third-Party Integration

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

Ordering and Provisioning

Please use the Wired Request Order Form link below for requesting a new E-Fax user license.

General Telecom Order Form for E-Fax Services on the DTS web site

For any questions on ordering, please contact the DTS Customer Support Center, 801-538-3440 or 800-678-3440, and request DTS Voice Provisioning  contact you with information on ordering and 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 if needed

Agency Responsibilities

The agency will: 

• 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
• Approve monthly billing charges for E-Fax services
• 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

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*
Voice Services	90%

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