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Tex-AN NG Frequently Asked Questions (FAQs) 

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Procurement FAQs

  1. What were the goals of the TEX-AN Next Generation (NG) procurement?
  2. What are the main benefits of the TEX-AN NG contracts?
  3. What services are being awarded under the TEX-AN NG contracts?
  4. How will the new contracts affect my existing service?
  5. What visibility will I get into a TEX-AN NG vendor’s performance?
  6. Where can I get additional information about TEX-AN NG vendors and services?
  7. What is C3?
  8. When will TEX-AN NG contracts be available?
  9. How can I get a quote for a new service?
  10. How can I place an order for a new service?
  11. How do I make a change to my existing service?
  12. Who can purchase new TEX-AN NG services?
  13. Who can I call if I have questions about my account related to existing or new services?
  14. How should I report service trouble?
  15. Can I contact TEX-AN NG vendors directly regarding new services?

General FAQs

  1. Why should I purchase communications technology services from DIR?
  2. Who can buy communications technology services from DIR?
  3. Do I have to go through a competitive procurement when I purchase communications technology services from DIR?
  4. Do communications technology services I buy from DIR qualify for E-Rate?
  5. Are the prices on DIR's contracts competitive?
  6. How do I place a new order or report a problem with an existing order?
  7. How do I report an issue or trouble with my communications technology service? What if I need help?
  8. How can I provide feedback to DIR about the communications technology services and associated DIR-provided, value-add services that I receive?
  9. How can I provide feedback to DIR about the communications technology service vendors?

TEX-AN NG Procurement FAQs

1. What were the goals of the TEX-AN Next Generation (NG) procurement?

  • Establish competition to drive pricing down and expand offerings.
  • Protect and improve the customer experience.
  • Establish flexible contract vehicles to take advantage of new technologies.
  • Increase transparency into service performance.
  • Evolve the DIR business structure to support these goals.

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2. What are the main benefits of the TEX-AN NG contracts?

  • Established a multi-vendor environment that provides a broader service portfolio
  • Established competitive pricing
  • Established Service Level Agreements (SLAs) for each vendor
  • Established Operational Level Agreements (OLAs) for each vendor
  • Established credit structure for missed performance targets
  • Obtained incentives for adoption of newer technologies

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3. What services are being awarded under the TEX-AN NG contracts?

  • Local Voice Services (Business Line, PBX Trunk, PRI, BRI)
  • VoIP (Managed PBX, IP Telephone)
  • Long Distance Services (Outbound LD, Inbound LD (toll-free), Circuit Switched Digital)
  • Data Services (Frame Relay, ATM, MPLS, Private Line, VPN – Dedicated/Client)
  • Internet
  • SOHO (Small Office/Home Office)
  • Metro Ethernet
  • Wireless Broadband
  • Fixed Satellite
  • Premium Services

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4. How will the new contracts affect my existing service?

  • Effective September 1, the new contract rates went into effect for most of your existing services. This includes Voice Usage savings of a minimum of 30%.
  • TEX-AN NG circuit rates that carry new terms under the new contract will require you to take action:
    1. Provide written authorization to DIR for acceptance of new terms and associated rates prior to 12/31/2011 or
    2. Choose another TEX-AN NG vendor.
  • For questions related to specific services, please email DIR Telecom Solutions.

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5. What visibility will I get into a TEX-AN NG vendor’s performance?

The C3 portal for customers will include dashboards for service delivery and performance metrics by vendor.

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6. Where can I get additional information about TEX-AN NG vendors and services?

The new TEX-AN NG Service Catalog is now available and provides service descriptions, operational level agreements, performance level agreements, requirements to obtain service, term commitments, pricing, and geographic availability of new services. 

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7. What is C3?

"C3" is short for "Customer Command and Control," a system being developed by DIR to support TEX-AN NG services. The system provides DIR with management and oversight dashboards and reporting capabilities that include customer self-service functionality for visibility to TEX-AN NG services, cost summaries, orders, incidents (trouble tickets), and Service Level Agreements (SLAs).

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8. When will TEX-AN NG contracts be available?

TEX-AN NG services are available on the Communications Technology Services (CTS) contracts page.

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9. How can I get a quote for a new service?

Please review the service offerings on our web page and send any price quote requests to DIR Telecom Solutions. For SOHO or Local Services, contact the vendor directly.

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10. How can I place an order for a new service?

Orders can be placed the same way they are placed today. Order forms can be obtained by contacting DIR Telecom Solutions. For SOHO and Local Services, please contact your selected vendor directly.

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11. How do I make a change to my existing service?

Contact DIR Telecom Solutions.

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12. Who can purchase new TEX-AN NG services?

Texas state agencies, political subdivisions, private institutions of higher education (engaging in distance learning and receiving federal funds for distance learning initiatives), and assistance organizations.

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13. Who can I call if I have questions about my account related to existing or new services?

For questions related to specific services, please contact your DIR Solutions Design Representative by emailing DIR Telecom Solutions.

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14. How should I report service trouble?

You can continue to report trouble the way you do today. Trouble ticket contact information will be provided at time of service delivery. If you are unsure of your correct procedure, please call the DIR Help Desk at (877) 472-4848, option 2.

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15. Can I contact TTEX-AN NG vendors directly regarding new services?

Yes. You can find the TEX-AN NG vendor contact information by going to the CTS contracts page.

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Tex-AN NG General FAQs

1. Why should I purchase communications technology services from DIR?

Purchasing communications technology services from DIR saves you time and resources because we take care of the competitive procurement process and we’re able to offer deeply discounted prices. Plus, you’ll have access to our reliable customer service, solution development and ordering assistance, and consolidated billing.

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2. Who can buy communications technology services from DIR?

Eligible customers include state agencies, legislative offices, cities, municipalities, counties, education service centers, independent school districts, higher education, and assistance organizations. To find out if your organization qualifies, see our complete eligibility requirements.

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3. Do I have to go through a competitive procurement when I purchase communications technology services from DIR?

No. Per Texas Government Code, Section 791.025, we have already met the competitive bid requirements for you.

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4. Do communications technology services I buy from DIR qualify for E-Rate?

Yes. All of our products and services are competitively bid and qualify for E-Rate. Our customers may choose to file Form 470 with USAC. For more information, see E-Rate Funding.

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5. Are the prices on DIR's contracts competitive?

Yes. Our vendors offer significant discounts off list prices because they anticipate a high volume of purchases made through our contracts. Contracted prices apply to all DIR customers, regardless of size or type of organization. Organizations purchasing large quantities may be able to negotiate even steeper discounts.

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6. How do I place a new order or report a problem with an existing order?

For assistance, give us a call at (512) 463-7800 or email DIR Telecom Solutions.

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7. How do I report an issue or trouble with my communications technology service? What if I need help?

We’re here to help. To find the right person to answer your question, please consult our DIR Telecom Solutions services.

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8. How can I provide feedback to DIR about the communications technology services and associated DIR-provided, value-add services that I receive?

Your feedback is an essential part of our effort to continuously improve customer care. We encourage you to complete a brief customer service survey after each transaction, one for Tex-AN customers and one for Capitol Complex Telephone System (CCTS) customers.

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9. How can I provide feedback to DIR about the communications technology service vendors?

Email DIR Telecom Solutions with any questions or comments, or give us a call at (512) 463-7800.

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