Wireless Voice and Data Services


Overview

The Department of Information Technology offers a variety of Wireless Voice and Data service offerings that are tailored to meet agencies' mobile communication requirements.

The Department has negotiated an agreement with a wireless voice and data provider that allows us to offer flat rate monthly cell service for all plans. This will allow customers to accurately predict and control wireless costs throughout a budget period. Current and future cost savings resulting from volume related discounts are passed directly to customers. Cost avoidance is realized by matching users to the appropriate access level.

Benefits include:

  • One Service Contract for New Mexico state agencies
  • Expanded monthly utilization due to pooled minutes
  • Established procedures for obtaining service

Four levels of wireless access service with varying capability are offered that will allow customers to match the proper level to each user within the organization.

Service Level Options

Basic Cell Service includes the following features:

  • Unlimited flat rate calling
  • Unlimited roaming
  • National coverage
  • Voice mail
  • Call waiting
  • Caller ID
  • Three-way calling

Enhanced Cell Service includes the same features of the Basic Cell Service, plus:

  • Unlimited numeric paging
  • Unlimited text messaging

Broadband Service includes:

  • Unlimited broadband
  • International broadband access

Other Options

  • Data Tethering (requires a compatible device and a line of service)


Price/Cost Description

Wireless Equipment Pricing

Customer Responsibilities

  • Identify two representatives within your department to act as liaisons to DoIT for all wireless related requests, questions or concerns
  • Please notify the employees at your respective agency that all requests should go through the identified points of contact.
  • Adhere to the State and your respective agency's policies regarding cell phone use

Service Support

This service is available to customers 24 × 7, excluding planned outages, maintenance windows and unavoidable events. Maintenance windows are used only when needed for scheduled changes.

The Department of Information Technology Enterprise Support Desk operates 24 × 7 and offers a single point of contact for all customer inquiries related to services and the State's technical infrastructure. The Enterprise Support Desk provides technical analysis, problem solving, and first and second level diagnostics.

DoIT may monitor the use of this service at any time and by any reasonable means. In providing services, DoIT reserves the right to take any action necessary to protect the integrity or security of state information technology systems, resources, or infrastructure.

Services and Equipment

Agencies can order new services or equipment, disconnect lines of service or make any changes to existing lines of service Monday through Friday 8:00 AM to 5:00 PM excluding state holidays. Contact the Enterprise Support Desk at (505) 827-2121 or by e-mailing EnterpriseSupportDesk@state.nm.us.

Troubleshooting

Agency contacts are encouraged to contact Verizon directly at 1-800-922-0204 for the following:

  • ESN Changes - Change service from one device to another
  • Troubleshooting of equipment and/or service
  • Warranty replacement orders (if the phone is under warranty)

Service Level Objectives

TBD

Provisioning the Service

Agency contacts can order new services or equipment, disconnect lines of service or make any changes to existing lines of service Monday through Friday 8:00 AM to 5:00 PM excluding state holidays. Contact the Enterprise Support Desk at (505) 827-2121 or by e-mailing EnterpriseSupportDesk@state.nm.us.

Please have the following information available when contacting the Enterprise Support Desk:

  • Name of user
  • Cell phone number
  • Shipping address
  • Equipment and accessory description (make and model numbers, exp Motorola Q9C)
  • Customer Number/Billing Code for the line (agency number plus two digits)

Mobile Device Security and Usage Policy

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