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Rate

Billed monthly per the number of sides printed
FY21 Rate: $0.0465/image

Order Product/Service

Call To Order: (801) 538-­3748

High-Speed Laser Printing

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

FY21 Rate: $0.0465/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
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.

Initial Response

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.

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
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