Agencies
ServicesPossible online services disruption due to Internet related outage
Category:
Telecom
Description
Wireless services enable rapid and immediate access for agency staff. Providing wireless connectivity to both the public telephone network and Internet, DoIT wireless voice and data services are tools that can be used while working outside the office or traveling frequently. These services can also provide backup for regular land-based telephone services in emergency situations. Mobile access to the Internet and email allows for on the go research and written response to inquiries almost immediately for increased productivity outside the office. Business continuity and enhanced staff safety are also benefits offered through wireless services. Customers may take advantage of attractive service rate plans made possible by economies of scale to best fit their respective business needs. Primary and Secondary vendors are currently providing service in contracted coverage areas in Illinois.
DoIT telecommunications services are available to all State of Illinois agencies, boards, commissions, universities, Offices of the Illinois House and Senate, and Constitutional Officers.
Product Features
- Basic Devices
- Smartphones
- MIFI Devices
- Voice & Data Service
- Push to Talk
- Field Frce Manager (locate, monitor and communicate with mobile field workers)
Standard
Rates and Billing
Ordering and Provisioning
Service can be procured, modified or cancelled by selecting the "Order Services" button near the top of the right pane.
DoIT Responsibilities
- Service provisioning and implementation
- Incident resolution
- Routine maintenance
- The CSC is dedicated to providing price quotations and low-cost alternatives, clarifying order information, monitoring order status, and updating billing information
- Integrated ordering, inventory, and billing in a shared database accessible to customer Telecom Coordinators to enable service order tracking, usage reporting and billing review.
- Automated agency billing - included in monthly call detail provided by DoIT Business Services
- A single point of contact for reporting and monitoring repair and maintenance issues 24/7 through successful resolution
Agency Responsibilities
- Develop and implement agency governance to ensure staff compliance with DoIT incident reporting and request requirements
- Routine review of wireless user's travel activities and calling patterns to consider alternate plans, if lower in cost
- Eliminate assignment of multiple devices to individuals
- Perform a routine review of billing for errors, underutilized service, special features and equipment
- Perform an annual reconciliation to ensure accurate assignment
Service Levels and Metrics
Service Fulfillment/Provisioning
Staff will respond to service requests during the published business hours. DoIT targets to provision this service within 5 business days.
Incident Response and Resolution
All incidents reported to DoIT will be captured in the DoIT service management ticketing system and addressed according to the Incident Management Guidelines.
To report an incident, click here Report Problems Form or contact the DoIT Service Desk at 217-524-3648 (Springfield) or 312-814-3648 (Chicago).
Service Availability
This service will be available 24/7 excluding planned outages, maintenance windows and unavoidable events.