Main Menu Dept. of Technology Services Search

Rate

URate
Voice Monthly Service – Basic Telephony Service (Universal Rate – URate)

The Universal Rate applies to customer business requirements dependent on the telephony system.
FY 22 VoIP rate: $30.05/line/month

Installation
Mobile Technician Labor
FY 22 rate: $69.09/hour

Commercial Telecom Vendor Installation
Cost Plus 10%
Minimum One Hour

Connects
No Charge

Repairs
No labor charge – Customers are required to contact the DTS Help Desk at 801-538-3440 or 1-800-678-3440.

Phone sets will be replaced at no cost to agencies for the duration of the manufacturer’s warranty period. After the expiration of the warranty period, telephone set replacement costs will be the responsibility of the agency.
No Charge

Accounting
DTS Finance and Accounting is available to answer questions and resolve billing issues.
No Charge

Order Product/Service

Order Now

Universal Telecom Rate for Voice Monthly Service

The Division of Technology Services (DTS) provides voice services to all State of Utah executive branch agencies. Voice monthly services include the planning and implementation of basic phone services (dial tone) throughout Utah.

The judicial and legislative branches of the state of Utah, as well as other governmental entities (e.g., cities, counties, colleges, universities, K-12 institutions, etc.), have the option of receiving basic telephone services from DTS.

Hours of Support

Application

Support Hours

Days of Week

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

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)

Voice monthly service (URate) provides basic services (dial tone) to state employees. It 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 on 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).

Voicemail

Voice messaging (VM) is a centralized system that allows audio messages to be recorded, stored, retrieved, and forwarded by telephone users. Voicemail is primarily used to answer calls when a user is not available, is on another call, or does not wish to be disturbed.

Note: As described in more detail in the linked DTS Voicemail Product Description, there is a GRAMA component of the voicemail to email functionality where voice calls cannot be used in GRAMA requests, but voicemail converted to email can. The requesting agency must be aware of this GRAMA concern and agree to it through the ServiceNow VM to Email Request Form approval path.
To order the voicemail to email functionality, complete a ServiceNow VM to Email Request Form.

DID Services

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 citizens who are deaf or hard of hearing or who have speech disabilities 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

Note: Feature selection is dependent on 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

Uninterrupted Power Supply (UPS) Power Back-Up

PBX and key systems are powered by UPS systems for a minimum of fifteen 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 during normal business hours and during on-call periods.

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) or additional 1FB line(s), or both, to meet their business continuity or emergency business requirements, or both, 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 (e.g., call management services, IP agent, analog business lines, and other telecommuter services).

Phone Sets

The purchase of telephone sets is 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 service providers for additional charges. For information, pricing, and availability of additional services, or additional instructions on using these services, visit the DTS website 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.

Rates and Billing

See Rate section at top-right of this product page.

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 (VSE). 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 website.

DTS Responsibilities

DTS will:

  • Design the telephone system that will meet the needs of the customer, and
  • 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

The agency will:

  • Contact the assigned DTS VSE 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 ten stations] should be submitted to the agency-assigned VSE);
  • Review billing of services monthly to ensure accuracy and discuss discrepancies with DTS Accounting within the fiscal year in order for adjustments to be approved and processed;
  • Set up appropriate billing code for billing purposes; and
  • Notify DTS Customer Support Center of any problems by calling 801-538-3440 or 800-678-3440.

DTS Service Levels and Metrics

n 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