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 |
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Application |
Support Hours |
Days of Week |
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VoIP Service – Universal Telecom Rate for Voice Monthly Service |
Business Hours: 7:30 a.m. to 5:00 p.m. |
Monday through Friday |
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On Call Support: 24×7 |
24×7 |
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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.
Business Phone Line VoIP
The business phone line (VoIP) voice monthly service provides IP-based phone services for unified communications to state employees. Unified Communications provides a suite of services to meet business objectives, including VoIP technologies: services provided by the Voice over Internet Protocol (VoIP) system.
The VoIP service is supported by the Division of Technology Services (DTS) and is applicable for customer requirements that are dependent on services or features provided by the VoIP system, such as call forwarding to a cellular device from a business number regardless of a physical desk phone or softphone. Agencies employing VoIP systems, state or cloud hosted, will be billed the VoIP rate 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.
Available Features
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
- Caller ID
- Last call return
- Call forwarding
Uninterrupted Power Supply (UPS) Power Back-Up
The VoIP system is 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
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).
Contact Center Application Services
Contact center applications are unique to agency business requirements. DTS offers call center services as separate products.
Phone Sets
The purchase of telephone sets is the responsibility of state agencies or other governmental entities.
Long Distance
Long distance is included in the Business Phone Line VoIP rate.
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 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, please contact the DTS Help Desk by calling 801-538-3440 or 800-678-3440 and request DTS Voice Provisioning contact you with information on ordering and provisioning. 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 VoIP 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:
- All telephone service requests must be in writing. If the request involves ten (10) stations or more, please contact the DTS Help Desk by calling 801-538-3440 or 800-678-3440 and request DTS Voice Provisioning contact you with information on ordering and provisioning. 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.
- 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* |
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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
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Low priority: 6 business hours |
90% |
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Medium priority: 4 business hours |
90% |
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High priority: 3 clock hours |
90% |
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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
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Low priority: 1 business hour |
85% |
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Medium priority: 1 business hour |
85% |
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High priority: 1 clock hour |
90% |
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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 |
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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
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Average level of satisfaction with resolution efforts |
≥ 4.5 on a scale of 0–5 |
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Percentage of respondents expressing satisfaction (vs. dissatisfaction) |
93% of respondents satisfied |
