ITU Minehane Nepal QoS Global Precedents

8/13/2019 ITU Minehane Nepal QoS Global Precedents

1/35

1

Global and Regional PrecedentsforQuality of Service RegulationKathmandu, Nepal

21 March, 2013

Quality of ServiceIn Nepal

Scott [email protected])Windsor Place Consulting


2/35

2

1. Global and regional exemplar markets2. Malaysia3. Singapore4. Pakistan5. India6. Bangladesh7. Conclusion

Agenda


3/35

3


Agenda


4/35

4

Global and regional exemplar markets

Service parameters for QoS

Different markets approach QoS measurement and enforcement differently.However, each market tends broadly to focus on following QoS issues:

! Number of complaints! Resolution response time! Service availability! Coverage! Call drop-outs! Network congestion! Time call set-up time! Voice quality

Following slides provide overview of QoS measures and minimum standards for

selected markets.


5/35

5


Agenda


6/35

6

Malaysia

Required standards for service

Regulation Description Calculation Required standard

Number ofbillingcomplaints

Total number of billingcomplaints received by aprovider in a billing period.

(Complaintsreceived / totalnumber of bills sent)

x 100

!2% of total number ofbills issued in the billing

period

Timeliness of

complaintsbeing resolved

Percentage of bill complaints

resolved within a given timeperiod.

See description. 90% of complaints

resolved within 15business days of receipt.

95% of complaintsresolved within 30

business days of receipt.

Endpointserviceavailability

Percentage of effective callsthat can be established andmaintained between two cellular

mobile access devices.

(Total number ofattempted calls blocked calls

dropped calls) / totalattempted calls

"90% for both inter- andintra-network calls


7/35

7

Malaysia

Required standards for service (cont.)

Regulation Description Calculation Requiredstandard

Intra-networkdropped calls

Number of calls disconnecteddue to abnormal call releaseexpressed as a percentage of all

attempted intra-network calls.

See description. !5%

Customer

complaints

Total number of customer

complaints in a given 12 monthperiod in relation to total

number of customers.

(Total number of complaints

received over a 12 monthperiod x 1000) / Customer base

over the same period.

I.e. no more than 50 complaintsper 1,000 customers per 12month period.

!0.5%


8/35

8

Malaysia

Required standards for service (cont.)


Standardoperator speedof answer

Time taken for serviceproviders operators to answera call from a customer.

Emergency calls answeredwithin the given timeframe as a percentage of

total number of emergencycalls received by the

operator.

90% of all operatorassisted emergency

calls shall be

answered within 10seconds.

100% of all operator

assisted emergencycalls shall be

answered within 20

seconds.

Operator busysignal

Percentage of calls to theoperator in a busy hour thatencounter a busy signal.

Calls that encounter a busysignal during a busy hourexpressed as a percentage

of total number of callsduring the busy hour.

!5%


9/35

9

Malaysia

QoS for wireless broadband access services in Malaysia

In 2010 Malaysian Communications and Multimedia Commission consideredmandatory standards on QoS for both fixed and wireless broadband services topromote user-confidence.

Commission provided recommendations on mandatory standards for:! Billing performance! Complaint handling, and! Network performance

It also provided recommendations on requirements for better user experience:! Requirement for service providers to improve network infrastructure to

maintain QoS level as required, and! Modify packages offered to subscribers with pricing commensurate to

attainable QoS

Following slide shows standards and measurements based on MCMCsrecommendations.


10/35

10


QoS parameters and measurement for wireless broadband

Parameter Standard Measurement

Billingperformance

Percentage of billing complaintsshallnot exceed 2% of total no. of bills issuedin billing period.

90% of billing complaints to be resolvedwithin 15 business days

95% of billing complaints to be resolvedwithin 30 business days

(Total number of billing complaints inbilling period x 100) / Total no. of bills inbilling period

Complainthandling

Number of customer complaintsshallnot exceed 50 complaints per 1,000customers over one year

(Number of complaints received overone year period x 1,000) / Customerbase at end of reporting period

Networkperformance

Network latency: Latency frombroadband user to MyIX no more than250ms 95% of time

Throughput: Throughput betweenbroadband user and MyIX no less than70% of subscribed level 70% of time (for

uploading and downloading)

Packet loss: Packet loss no greater than5% between broadband user and MyIX.

Network latency: Roundtrip delay fortraffic from user to MyIX based onminimum standard packet size of 32

bytes.

Throughput: Data successfully movedto and from MyIX.

Packet loss: Packets lost betweenuser and MyIX.


11/35

11


Progression of Malaysias QoS registered services (by date of effect)

2003 2007 2009 20102004 2005 2006 2008

Public Switched Telephone NetworkPublic Cellular ServiceDial Up Internet Access ServiceContent Application Services

Public PayphoneService

Updated BroadbandAccess Service

Directive

Updated Digital LeasedLine Service Directive

Public inquiry into mandatorystandards for fixed and

wireless broadband access

services

www.skmm.gov.my/Sectors/Broadband/Quality-of-Service.aspx

Digital Leased Line ServiceBroadband Access Service

2011


12/35

12

Malaysia

Enforcement

Service providers are required to:

Maintain complete and accurate records of any billing complaints theyreceive which are to be reported to the commission every half year.

Maintain reports on compliance with the above regulations. The Authority(SKMM) may conduct audits on these reports to confirm their accuracy as

well as conduct testing of performance characteristics to ensure they arebeing met.

Authority also required to undertake its own testing of networks in orderto check for compliance, with results published every half year by region.


13/35

13


Agenda


14/35

14

Singapore



Coverage 1. Nationwide outdoor.2. Nationwide road and new

MRT tunnels.

3. Nationwide buildinginterior.

A signal strength of -100dBm or greater requiredacross minimum percentage

of areas measured.

1. >99%2. >99%3. >85%

PSTN Call dropout rate

1. Across the entire month.2. During busy hour.3. During hour with worst

performance.

Maximum percentage of callsterminated for reasons otherthan calling parties

deliberately terminatingthem.

1. 70%


15/35

15

Singapore

Monitored services with no enforced standards

Regulation Description Calculation

Networkavailability

1. Total outage time (hours orminutes) in a month.

2. No. of days with >15minutes outage.

3. Worst outage time in a24hr period in a month.

Measure of degree to which BSs / MSCs areoperable and not in state of failure or outage atany given point of time.

Measures downtime of BS and MSC over one

month but excludes planned service downtime.

Networkcongestion

1. % of network congestionfor the busiest cell duringbusy hour.

2. % of cells with >5%reduced GOS during busy

hour.

Acceptable congestion level is when no more than5% of cells experiencing reduced QoS during busyhours and/or at any one time.

Average call setup time

1. Land to mobile calls.2. Mobile to land calls.3. Mobile to mobile calls.

Total time from when final key is depressed by thecaller to when a tone or signal from the network isreceived for successful connection.

Complaints Complaints regarding coverageof network service.

Complaints regarding coverage per 1,000subscribers.


16/35

16

Singapore

Enforcement

Operators failing to comply with telecommunications QoS standards liableto pay financial penalty ranging from S$5,000 (US$4,000) to maximum ofS$50,000 (US$40,000) for each instance of non-compliance.

Authority (IDA) required to consider all relevant factors such as extent ofimpact of non-compliance, cause of non-compliance, efforts taken byservice provider to meet QoS standards, and/or any challenges faced by

service provider in meeting standards.

Higher penalties may be imposed for serious failures and/or continuing orrepeated breaches.


17/35

17


QoS for wireless broadband services

Mobile network is key delivery platform for broadband users. Given spectrumconstraints and other technical considerations, important to monitor QoS andset standards where appropriate.

Singaporefor example introduced QoS standards for 3G mobile servicesin2007. It then introduced enhanced standards for 3G in 2012 including:

! More than 99% nationwide outdoor coverage! More than 95% coverage in existing tunnels for roads and subways! More than 99% coverage for new tunnels built after April 2012, and! More than 85% in-building coverage starting April 2013

Mobile operators have begun deployment of LTE services in Singapore. Infocom

Development Authority intends to auction LTE spectrum by 2013, which willinclude similar requirements for QoS.

www.broadbandcommission.org/Documents/bb-annualreport2012.pdf


18/35

18

1.


2. Malaysia3. Singapore4. Pakistan5. India6. Bangladesh7. Conclusion

Agenda


19/35

19

Pakistan



NetworkAccessibility

Probability that mobile servicesare available to an endcustomer by display of network

indicator on mobile testequipment throughout the

entire duration of the sample.

Amount of network availabilitytime expressed as percentageof total time.

> 99%

NetworkDowntime

Probability that mobile servicesare not available to endcustomer.

Amount of network non-availability time expressed aspercentage of total time.

< 1%

Grade ofService

Probability that end customercannot access mobile serviceswhen requested if it is offered

by display of network indicatoron mobile equipment.

Number of unsuccessful callsexpressed as percentage oftotal calls attempted.

!2%


20/35

20

Pakistan


Regulation Description Calculation RequiredStandard

Call ConnectionTime

Time between sending ofcomplete call initiationinformation by caller and

receipt of call setupnotification.

Time at which connection isestablished less time at whichthe caller presses the final key.

!5 Secondsfor a local M-Mcall for a non-

roamer

Call completionratio

Probability that a service, onceobtained, will continue to beprovided under given

conditions for a given time oruntil deliberately terminated by

either party.

Total number of callsintentionally terminated by enduser expressed as percentage of

total number of successful calls.

>98%

End to endspeech quality

Degree of speech quality that alistener perceives at theterminal with talker at other

end.

Measurement to be based onPESQ Algorithm (ITU-T P.862) orsubsequent standards as

adopted by the authority.

Mean OpinionScore > 3


21/35

21

Pakistan


Regulation Description Calculation RequiredStandard

SMS successrate

Probability that short messageservice is delivered successfullyend-to-end when requested and

display of relevant informationon the mobile equipment.

Total number of successful SMSmessages expressed aspercentage of the total number

of SMS message attempts.

> 99%

SMS end to enddelivery time

Time between sending a shortmessage to a short messagecenter and receiving the very

same short message atintended mobile terminal.

See description. !12 Seconds


22/35

22

Pakistan

Enforcement

Telecommunications service providers are required to:

Take measurements of their performance in relation to standards listedabove each month.

Prepare report of these measurements and required to give both overalland detailed overview of performance.

Submit these measurement reports to the authority (PTA) quarterly foranalysis and auditing.

Additionally, authority is required by regulations to conduct inspections,surveys, tests and surprise tests, and to conduct quality audits in order to

ensure required QoS standards are being met by provider.


23/35

23

1.



Agenda


24/35

24

India



NetworkAvailability

1. BTS and Node B accumulateddowntime (not available forservice).

2. Worst affected BTS and Node Bdue to downtime.

Averaged over onemonth.

1. !2%2. !2%

ConnectionEstablishment

(Accessibility)

1. Call set-up success rate (withinlicensees own network).

2. SDCCH / Paging channel / RRCcongestion.

3. TCH and Circuit Switched RABCongestion.

Averaged over onemonth.

1. "95%2. !1%3. !2%

ConnectionMaintenance(Retainability)

1. Call and circuit switched voice(CSV) drop rate.

2. Worst affected cells having morethan 3% TCH and CSV drop (calldrop) rate.

3. Connections with good voice /CSV quality.

4. Point of Interconnection (POI)Congestion (on individual POI).

Averaged over onequarter.

1. !2%2. < 3%3. "95%4. !0.5%


25/35


26/35

26

India



Response timeto the customerfor assistance

1. Accessibility of callcentre / customer care.

2. Percentage of callsanswered by operators(voice to voice) within 60

seconds.


1. "95%2. "90%

Termination/closure ofservices


!7 days

Time taken forrefund ofdeposits after

closures


100% within 60 days.

Servicecoverage

Signal strength available tocustomers indoors at street

level and in vehicles.

"-75 dBm indoors "-85 dBm in

vehicle


27/35

27

India

Enforcement

It is possible for higher standards than those listed to be part of licenserequirements, in which case they supersede the listed standards.

Service providers are required to:

Measure service coverage through drive tests of cellular mobile telephonenetwork at periodic intervals.

Take remedial action to address problems related to coverage includinginterference, call dropping and voice quality revealed during these tests.

Maintain records of tests and action taken in relation to any problemsfound in the tests.

Provide these records to the Authority (TRAI) or its agents orrepresentatives on demand.


28/35

28

India

Enforcement (cont.)

TRAI has power to conduct drive tests of its own volition to determine whetherservice providers are complying with regulations. In cases where breaches arefound, service providers are required to provide compliance report

demonstrating how they intend to rectify the issues and expected timeframe.

TRAI may conduct surveys of customers in order to determine level ofcompliance with certain forms of customer satisfaction, e.g. provision of

services, billing performance, network reliability and availability.

TRAI has power to impose financial penalties for the breach of network qualityregulations of up to INR50,000 (US$900) for first offences and INR100,000 (US$1800) for second offences, and up to INR50,000 per breach of customerservice quality regulations. Failure to provide compliance report can result in

fine of up to INR5,000 (US$90) per day.


29/35

29

1.



Agenda


30/35

30

Bangladesh


Bangladesh utilises an alternative system to the other exemplar nations. QoSrequirements are included in individual licenses rather than a blanket series ofstandards being applied nationwide.

These requirements will normally include:

! Call set-up Success Rate,! Call Drop Rate,! Call Setup Time (in seconds),! Channel Gain,! Static Signal to Noise Ratio, and! Mean Customer Opinion Score.

Authority (BTRC) can set the minimum standards which must be achieved andany other benchmarks or targets which it deems should be part of a specificlicense.


31/35

31

Bangladesh

Enforcement

BTRC is empowered to issue enforcement orders to ensure compliance withprovisions of the Telecommunications Actand, in appropriate cases, to imposeadministrative fines in relation to QoS under article 31(n) of the Act.

BTRC requires operators to maintain records of their compliance with QoSstandards and to submit reports for auditing. BTRC also conducts its own testingto monitor compliance with benchmarks and standards for QoS.


32/35

32

1.



Agenda


33/35

33

Conclusion

Different jurisdictions have different ways of measuring and enforcing QoS

parameters. However,each market will commonly cover five key areas.Different standards and measures will apply for each area.

Customer service

! Billing! Complaints! Customer resolution

Quality of service! Signal to noise! Quality of voice

Coverage! Indoor coverage! Outdoor coverage! Roads, tunnels, etc.

Connection! Call connection! Call completion! Call set-up time! Success rate

Availability! Network availability! Service availability! Network congestion! Network downtime


34/35

34

Thank You

I am happy to answerany questions


35/35

35

ITU Minehane Nepal QoS Global Precedents

Documents

Transcript of ITU Minehane Nepal QoS Global Precedents