Directory Assistance
 - Enhanced Service

Service Description
Directory assistance is a service allowing the caller to get telephone numbers when a computer or telephone book is not readily available. It is accessible by dialing 4-1-1, unless on the Enterprise Voice System (EVS), then it is 9-4-1-1.

Customer Benefits
This service will allow a customer to locate contact numbers over the telephone when away from their desk or office via a telephone call to Directory Assistance.

Customer Responsibilities
The customer only needs to know the city, state and name of the individual they are attempting to reach. To access Directory Assistance, lift handset and dial 4-1-1, unless on EVS, then it is 9-4-1-1.

ETS Responsibilities
ETS maintains the contract with the telecommunications service provider for the telecommunication service required to access. This product may be provided by the various carriers.

Service Level Objectives
The following criteria are the quality of service benchmarks established as the expected performance goals of this service.

Category  Evaluation Criteria   Target
N/A Agency can dial from desk phone, no work order required   N/A

Service Rates

Service      Cost  Unit
Enhanced Service - Directory Assistance  Cost plus 5%  Per call