DTS Printing Services provides high-volume network and mainframe laser printing in black and white print. Printing requests may be made through the Web any time, day or night, as long as the customer has an established account.
Hours of Support
The hours of support required for High-Speed Laser Printing services are listed below.
Hours of Support |
||
Application |
Support Hours |
Days of Week |
|
High-Speed Laser Printing |
24×7 |
24×7 |
Product Features and Descriptions
Variety of Output for Multiple Purposes
- State checks
- Direct deposits
- Notices
- Medical cards
Output Options
Documents printed through High-Speed Laser Printing services:
- can be printed either single sided or double sided;
- can be printed with either two or four pages printed per side (i.e., 2up or 4 up);
- will be printed on size 8.5” x 11” paper;
- will either have no holes or be 3-hole punched;
- will print at a rate of 288 pages per minute; and
- can be printed via Postscript, PDF, (Network printing) and LCDS (Mainframe printing).
Output Types
The following output types can be printed through High-Speed Laser Printing services:
- Graphics
- Logos
- Signatures
- Magnetic Ink Character Recognition (MICR)
Features Not Included
Design Services and Report Distribution
See the DTS Other Print Services product description for information on output design and other DTS printing services.
Rates and Billing
Rates and Billing |
||
Feature |
Description |
Base Rate |
|
High-Speed Laser Printing |
Billed monthly per the number of sides printed |
FY22 Rate: $0.0322/image |
|
Note: The DTS printing software automatically generates header and footer sheets to separate each print job based on the UtahID account that created the print job. The header and footer sheets for each print job contain the ELCID, the number of pages, and instructions for pick-up or for state mail. Customers should be aware that the header and footer sheets will be included in the total page count, and, therefore, total cost, for each printing order. |
||
Ordering and Provisioning
Any government agency interested in purchasing High-Speed Laser Printing services can contact the DTS Service Desk. The direct line for DTS Printing is (801) 538-3748.
DTS Responsibilities
DTS will
- purchase and maintain all printing hardware and software required to provide these services, and
- provide the personnel and training necessary to operate the above printing infrastructure.
Agency Responsibilities
Agencies will
- contact the appropriate DTS Service Desk to log a problem ticket if problems are encountered in ordering or receiving printing services, and
- work with DTS on testing prior to any production printing.
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.
Application Availability |
|
Metric Description |
Target Percentage of Application Availability* |
|
DTS High-Speed Laser Print Availability |
95% |
|
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.
Resolution Time |
|
Total Time to Resolution |
Target Percentage of Tickets Meeting
|
|
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.
Initial Response |
|
Time to Initial Response |
Target Percentage of Tickets Meeting
|
|
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.
First Contact Resolution |
|
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.
Customer Satisfaction Surveys and Reporting |
|
Metric Description |
Target Levels of
|
|
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 |
