Quality of Telecommunication Services - Brazilian Regulatory Framework Tiago Sousa Prado -...

Quality of Telecommunication Services

-Brazilian Regulatory Framework

Quality of Telecommunication Services

-Brazilian Regulatory Framework

Tiago Sousa Prado - Anatel/Brazil

[email protected]

ITU Workshop on “Quality of Service of Regulatory and Operational Issues”

(Dubai, UAE 2-3 November 2014)

Why to regulate quality?

• Continental territory and 200 million inhabitants

• High population concentration at the coastal region

• Strong socioeconomic differences between regions

• Defficitary telecommunications infrastructure at small and medium cities (pop. < 100.000)

• Lack of competition in service provision at small cities.

Focus of the Quality RegulationFocus of the Quality Regulation

Customer Perception

Survey

Customer Perception

Survey

Specific indicators related with the

provision of Fixed and Mobile Broadband.

Specific indicators related with the

provision of Fixed and Mobile Broadband.

BroadbandBroadband

Assess the key aspects and

requirements for delivering an

adequate service.

Assess the key aspects and

requirements for delivering an

adequate service.

NetworkNetwork

Quality of Customer Services, including

their perception about the service

provision.

Quality of Customer Services, including

their perception about the service

provision.

Customer ServicesCustomer Services

Consumer complaints about

the provision.

Measure aims to provide trend.

Consumer complaints about

the provision.

Measure aims to provide trend.

Customer reactionCustomer reaction

Quality Management

Quality Management

Regulation No. 574/2011 (fixed) and 575/2011 (mobile)lesgislacao.anatel.gov.br

Regulation No. 574/2011 (fixed) and 575/2011 (mobile)lesgislacao.anatel.gov.br

Customer reaction

Customer reaction


Comparative

Indexes

Comparative

Indexes

• SMP1 (Complaints on Operator)

• SMP2 (Complaints in Anatel)

• SMP3 (Voice Call Completions to Operators Call Centers)

• SMP1 (Complaints on Operator)

• SMP2 (Complaints in Anatel)

• SMP3 (Voice Call Completions to Operators Call Centers)

• SMP12 e SMP12>60s (Waiting time to speak with attendant of the call center)

• SMP13 e SMP13>10d (Response time to requests from customers in the call center)

• SMP14 (Waiting time in the personal customer service centers)

• SMP12 e SMP12>60s (Waiting time to speak with attendant of the call center)

• SMP13 e SMP13>10d (Response time to requests from customers in the call center)

• SMP14 (Waiting time in the personal customer service centers)

• IDA (Customer Service Performance Index)

• IDQ (Quality Indicators Performance Index)

• IDA (Customer Service Performance Index)

• IDQ (Quality Indicators Performance Index)

• SCM1 (Complaints on Operator)

• SCM2 (Complaints in Anatel)

• SCM3 (Reopened Complaints on Operator)

• SCM1 (Complaints on Operator)

• SCM2 (Complaints in Anatel)

• SCM3 (Reopened Complaints on Operator)

• SCM10 (Waiting time to speak with attendant of the call center).

• SCM11 (Waiting time for installation of the service).

• SCM12 (Network Repair requests).

• SCM13 (Resolution time for network repair requests)

• SCM14 (Resolution time for all requests made in personal customer service centers)

• SCM10 (Waiting time to speak with attendant of the call center).

• SCM11 (Waiting time for installation of the service).

• SCM12 (Network Repair requests).

• SCM13 (Resolution time for network repair requests)

• SCM14 (Resolution time for all requests made in personal customer service centers)

FocusFocus Mobile (voice and data) IndicatorsMobile (voice and data) Indicators Fixed Broadband IndicatorsFixed Broadband Indicators

Customer ReactionCustomer Reaction


FocusFocus

Quality of Service IndicatorsQuality of Service Indicators

Voice Network

Voice Network

Data Network

Data Network

• SMP4 (Voice Call Completion)

• SMP5 (Traffic Channel Alocation)

• SMP6 (Text Message Delivery)

• SMP7 (Dropped-call rate)

• SMP4 (Voice Call Completion)

• SMP5 (Traffic Channel Alocation)

• SMP6 (Text Message Delivery)

• SMP7 (Dropped-call rate)

• SMP8 (Successful data Connections)

• SMP9 (Dropping in Data Connections)

• SMP10 (Compliance with Contracted Speed – Instantaneous measurement)

• SMP11 (Compliance with Contracted Speed – Average measurement)

• SMP8 (Successful data Connections)

• SMP9 (Dropping in Data Connections)

• SMP10 (Compliance with Contracted Speed – Instantaneous measurement)

• SMP11 (Compliance with Contracted Speed – Average measurement)

•SCM4 (Compliance with Contracted Speed

– Instantaneous measurement)

•SCM5 (Compliance with Contracted

Speed – Average measurement)

•SCM6 (Bidirectional Latency)

•SCM7 (Jitter)

•SCM8 (Packet Loss Rate)

•SCM9 (Availability)

•SCM4 (Compliance with Contracted Speed

– Instantaneous measurement)

•SCM5 (Compliance with Contracted

Speed – Average measurement)

•SCM6 (Bidirectional Latency)

•SCM7 (Jitter)

•SCM8 (Packet Loss Rate)

•SCM9 (Availability)


Data Network

Data Network

FocusFocus


Data Network IndicatorsData Network Indicators

User’s Perception

Survey

User’s Perception

Survey

• SMP15 (Requests Resolution Capacity)

• SMP16 (Attendant Competence)

• SMP17 (Operators Competence and Organization)

• SMP18 (User Guidance Capacity)

• SMP19 (Billing Procedures)

• SMP20 (Call Quality)

• SMP15 (Requests Resolution Capacity)

• SMP16 (Attendant Competence)

• SMP17 (Operators Competence and Organization)

• SMP18 (User Guidance Capacity)

• SMP19 (Billing Procedures)

• SMP20 (Call Quality)

• SCM15 (Requests Resolution Capacity)

• SCM16 (Attendant Competence)

• SCM17 (Operators Competence and Organization)

• SCM18 (User Guidance Capacity)

• SCM19 (Billing Procedures)

• SCM20 (Technical Support Competence)

• SCM15 (Requests Resolution Capacity)

• SCM16 (Attendant Competence)

• SCM17 (Operators Competence and Organization)

• SCM18 (User Guidance Capacity)

• SCM19 (Billing Procedures)

• SCM20 (Technical Support Competence)


User’s Perception

Survey

User’s Perception

Survey

FocusFocus


Ranking Operators by Quality

• Quality reports are made by Anatel each month

• Operators are ranked in each Brazilian State (27)

• Reports comparing operators are periodically published on the Anatel website and other media

Thank you!

Tiago Sousa Prado - Anatel/Brazil

[email protected]

Dubai, November 2014

Quality of Telecommunication Services - Brazilian Regulatory Framework Tiago Sousa Prado -...

Documents

Transcript of Quality of Telecommunication Services - Brazilian Regulatory Framework Tiago Sousa Prado -...