Thank you!I know this is anunderstatement,

but what an unprecedentedcouple of months we haveexperienced in Utah! I’m proud tosay that DTS employees have reallystepped up and worked tirelesslyto respond to a pandemic andearthquake. In fact, togetherwe’ve spent over 17,000 hours onthe COVID-19 response effort. Iappreciate your dedication to DTS,state agencies, and the residentsof Utah. You have positivelyaffected our community throughyour response efforts, asevidenced in the followingaccomplishments.

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REMOTE WORKSTATIONCAPABILITY AND DEPLOYMENT

One of the first ways that we responded to the pandemic andearthquake was completing several tasks to empower employeesto telework:

We provisioned cloud firewall instances and created WorkSpaceinstances to facilitate DaaS for the Utah Department of Health.Our DTS Hosting Team also stood up a new cloud Citrixenvironment for further DaaS use-cases, which included GCPInterconnect.We acquired and tested ChromeBooks in a virtual environmentas a proof of concept for the Utah Bureau of Forensic ServicesLaboratory System (i.e., the State Crime Lab) to facilitateremote access via hardware that is less difficult to purchase.

A mess

age from

Mike

REMOTE WORKSTATIONCAPABILITY ANDDEPLOYMENT

We purchased over 2,500 computersfor state employees and processedover 2,800 additional orders forCOVID-19 items, including equipmentto help state employees withtelecommuting. Orders were processedin under 1 day.We also purchased:

cell phones for certain FirstNetusers;MiFi devices for certain employeeswithout internet access; and office supplies, such as gloves,masks, sanitizing items, etc., to keepemployees safe. 

We shipped this equipment to employeesall over the state.

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Continued

ADOBE SIGNIMPLEMENTATION

We implemented Adobe Sign for 10agencies, created 4,000 new accounts,held approximately 30 training sessions,created over 70 new templates andworkflows, created a webpage forteleworking, and processed almost 10,000documents for electronic signature. WE

PROCESSEDALMOST 10,000

DOCUMENTS FORELECTRONIC

SIGNATURE INADOBE SIGN.

Once we enabled employeetelecommuting, it was important toensure secure remote access to oursystems. To do this, we doubledUtah’s VPN capacity to 12,000configured users and moved theservice to a platform that hasgreater throughput.

SECURE REMOTEACCESS TOSYSTEMS

TELEPHONE ANDTELECONFERENCESERVICES

Telephones and teleconference services have been important toolsduring the transition to teleworking. Utah provisioned more than2,100 softphones on telecommuter laptops, and we’ve made severalchanges in the way we work so employees can get the most out ofworking from home. All internal DTS meetings have now moved toGoogle Hangouts so employees can practice social distancing. DTSemployees have also coordinated daily stand-up and status calls,sometimes with as many as 40 to 60 participants, with differentinternal groups to coordinate efforts to support remote work for allstate employees.

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INCREASED SUPPORT/ CALLCENTER DEMANDS

Over the past few months, we’ve also been seeing anincrease in general support/call center demands. Inresponse, we’ve increased SIP trunking by 50 percent forincoming calls and routed outbound calls through a SIPservice previously not provisioned in this fashion. We alsoincreased fax trunking capacity (via SIP) to accommodatea rise in unemployment insurance claims. We deployed twoadditional ISR routers for greater contact center mediacapabilities. We also purchased 1,000 headsets for theDepartment of Workforce Services and another 700 forother state employees, and we shipped these items allover the state.

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COVID-19 TRACINGEMERGENCY SUPPORT TEAM

To respond to an increasing number of calls about thecoronavirus, DTS was tasked with standing up a 1,200-seatcontact center in the cloud. As expected, we rose to theoccasion: 1,200 state employees volunteered to staff thecall center, and we purchased 700 headsets for thesevolunteer agents.

1,200

STATE

EMPLOYEES

VOLUNTEERED

TO STAFF

THE COVID-19

TRACING

EMERGENCY

SUPPORT CALL

CENTER.

HELP DESKSUCCESS

Although the events of this spring haveaffected the way that we work at DTS, wehaven't stopped working hard and gettingthings done. In March we resolved 22,161Help Desk tickets, and in April we resolved24,197!

PURCHASED/CONTRACTED ADDITIONALTECHNOLOGIES

We’ve also remained committed to serving theagencies and citizens of Utah by purchasing orcontracting several different technologies.

Websites

Other Technologies

These accomplishments are worth recognizing andcelebrating. Thank you again for your tireless efforts to

support the state.

Coronavirus.utah.gov: Website that allows forcitizen outreach and includes a Podium chatclient; utilizes AWS Infrastructure, which hassupported 1.2 million sessions (around 3,000views per minute) since the site’s launch inearly March; and provides continued updatesfrom multiple different stakeholdersTestutah.com: Survey website that gatherscoronavirus data from the citizens of Utahand provides Utahns with access to freetesting; sponsored by Utah Silicon Slopes inpartnership with private organizations and thestateEntry.utah.gov: Web application that collectsinformation from travelers coming to Utah;hosted by the Utah Department ofTransportation

HealthyTogether Mobile App: App thatallows Utahns to “assess your symptoms, findthe nearest testing center, view test results,and learn what to do after you've beentested for COVID-19”Central Data Warehouse: Stores multiplehealth systems for EPI and HIPAADOMO Intelligence Dashboard: Acts as thesource of truth for executive decision makingMapping services: Used to display by countythe number of cases, and also locate testingsites that were proximate to an addressTracing Tracking: Used by the state contacttracing teams to track residents potentiallyaffected by coronavirusQualtrics software: Used for data collectionvia survey

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