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Web URL Filtering

The Division of Technology Services provides web URL filtering on the State’s Network. The Web URL Filter will restrict, monitor and log Internet usage of users on the State of Utah Network. The Web URL Filter assigns web sites to one of a number of predefined categories. Categories which are being blocked across all State of Utah networks are defined in the Enterprise Web Filter Policy 5000-0004. The restricted categories are subject to review and may be changed at any time. Exceptions may be granted upon request, based upon work requirements.

Support

Web Filtering

Support Hours

Days of Week

Web Filtering Exceptions or URL re-categorizations

8 am – 5 pm

Mon – Fri
  • Web Filtering support and metrics will be based on the business support hours and the days of the week identified in this product description.  

Features Included

Palo Alto

  • URL Filtering
  • Blocking websites based on categorization of URL
  • Category Based
  • Enterprise Wide
  • Exceptions Handled with AD for the UTAH Domain
  • Enforcement of AD exception groups

Active Directory

  • Identify Users
  • Groups identify what a user can do based on membership to group
  • Enforcement handled by Palo Alto

Exceptions

  • Exceptions are granted on per user based on business requirements.
  • Exceptions require approval by users manager and DTS Enterprise Information Security Office (EISO).

Features Not Included

Content Filtering

  • Content Filtering is not provided by Web URL Filtering.

Custom Categories Per Agency

  • The Web URL filter will use only the categories that will be used enterprise wide. A custom category is to create a defined category to meet the needs of the Enterprise, such as, Always Allow or Always Block.   This is needed when a state web site is categorized in a blocked category that the vendor will not re-categorized due to page content.  To request URL re-categorization, see Agency Responsibilities below.

Ordering and Provisioning

  • Web URL Filtering is not a product that needs to be ordered. Web URL filtering is provided on all state networks.
  • Exceptions are requested by having the user’s manager submit an email to webfiltering@utah.gov with justification. More information can be found in the DTS Web URL Standard and Process.

DTS Responsibilities

  • DTS is responsible for providing Web URL filtering across the State’s Networks. Web URL filtering is provided by evaluating web URL’s and placing the URL into predefined categories. The restricted categories are subject to review and may be changed at any time.
  • The EISO maintains a list of approved exceptions for users.

Agency Responsibilities

  • Agency Management may request to have a website added or removed from a category (on the grounds that the website is incorrectly categorized, or website should be open to all customers) requires approval from the filtering vendor.
  • Agency Management may also request to exempt an Agency employee from being blocked from a filtered category (customer has business reason for accessing website), requires approval from EISO.

Rates and Billing

  • N/A

General Service Level and Metrics

  • All technical incidents and service requests, and certain types of orders, related to products and services provided by DTS will be reported to the DTS Enterprise Service Desk or to specialized Help Desks that support State agencies or DTS divisions and regions.  All incidents and requests will be captured in the DTS Help Desk application. DTS staff will provide timely acknowledgement and resolution of technical incidents and service requests.
  • DTS support staff, including staff directly assigned to the DTS Enterprise Service Desk, will exert all reasonable efforts to meet the Time to Initial Response (TIR) and Total Time to Resolution (TTR) targets set forth below.
  • The DTS Enterprise Service Desk is accessible 24×7 by telephone at 801-538-3440 or 800-678-3440. Live chat and direct user reporting of incidents are also available on the DTS website at dts.utah.gov. Published “Business Hours” for the DTS Service Desk are 8:00 AM-5:00 PM, Monday-Friday. Hours of support/on-call coverage vary by agency/division/region and product.

Incident Response and Resolution Targets

Time to Initial Response Targets

% Tickets

Total Time to Resolution Targets

% Tickets

Low Priority – 1 Business hour

85%

Low priority –  6 Business hours

90%

Medium priority – 1 Business hour

85%

Medium priority –  4 Business hours

90%

High priority –   1 Clock hour

90%

High priority –  3 Clock hours

90%

Critical priority – 30 Clock minutes

95%

Critical priority –  3 Clock hours

90%


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 on-line survey regarding their level of satisfaction with the support received from DTS. Responding to the survey is voluntary.

Periodic reports will be created showing the level of satisfaction with resolution of incidents by specific support groups and the level of satisfaction of users by agency.

Customer Satisfaction Targets

Metric Description

Target

Average level of satisfaction with resolution efforts

> 4.5 on a scale of 0 – 5

Percentage of respondents satisfied or better with service received

93% of respondents satisfied