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ITU Minehane Nepal QoS Global Precedents
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Transcript of ITU Minehane Nepal QoS Global Precedents
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Global and Regional PrecedentsforQuality of Service RegulationKathmandu, Nepal
21 March, 2013
Quality of ServiceIn Nepal
Scott [email protected])Windsor Place Consulting
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1. Global and regional exemplar markets2. Malaysia3. Singapore4. Pakistan5. India6. Bangladesh7. Conclusion
Agenda
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1. Global and regional exemplar markets2. Malaysia3. Singapore4. Pakistan5. India6. Bangladesh7. Conclusion
Agenda
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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.
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1. Global and regional exemplar markets2. Malaysia3. Singapore4. Pakistan5. India6. Bangladesh7. Conclusion
Agenda
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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
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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%
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Malaysia
Required standards for service (cont.)
Regulation Description Calculation Required standard
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%
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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.
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Global and regional exemplar markets
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.
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Global and regional exemplar markets
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
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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.
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1. Global and regional exemplar markets2. Malaysia3. Singapore4. Pakistan5. India6. Bangladesh7. Conclusion
Agenda
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Singapore
Required standards for service
Regulation Description Calculation Requiredstandard
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%
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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.
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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.
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Global and regional exemplar markets
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
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1.
Global and regional exemplar markets
2. Malaysia3. Singapore4. Pakistan5. India6. Bangladesh7. Conclusion
Agenda
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Pakistan
Required standards for service
Regulation Description Calculation Requiredstandard
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%
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Pakistan
Required standards for service
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
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Pakistan
Required standards for service
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
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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.
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1.
Global and regional exemplar markets
2. Malaysia3. Singapore4. Pakistan5. India6. Bangladesh7. Conclusion
Agenda
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India
Required standards for service
Regulation Description Calculation Required standard
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%
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India
Required standards for service
Regulation Description Calculation Required standard
Response timeto the customerfor assistance
1. Accessibility of callcentre / customer care.
2. Percentage of callsanswered by operators(voice to voice) within 60
seconds.
Averaged over onequarter.
1. "95%2. "90%
Termination/closure ofservices
Averaged over onequarter.
!7 days
Time taken forrefund ofdeposits after
closures
Averaged over onequarter.
100% within 60 days.
Servicecoverage
Signal strength available tocustomers indoors at street
level and in vehicles.
"-75 dBm indoors "-85 dBm in
vehicle
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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.
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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.
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1.
Global and regional exemplar markets
2. Malaysia3. Singapore4. Pakistan5. India6. Bangladesh7. Conclusion
Agenda
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Bangladesh
Required standards for service
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.
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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.
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1.
Global and regional exemplar markets
2. Malaysia3. Singapore4. Pakistan5. India6. Bangladesh7. Conclusion
Agenda
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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
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Thank You
I am happy to answerany questions
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