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Workshop on Delivering Good Quality Telecommunications Service in a Safe Environment in Africa Nairobi, Workshop on Delivering Good Quality Telecommunications Service in a Safe Environment in Africa Nairobi, Kenya 26 -31 July, 2010 ITU-T Recommendations and other International Standards Relevant to QOS/QOE Daniel K. Waturu Manager /Telecoms Compliance Communications Commission of Kenya Chairman-ITU-T SG 12 RG-AFR Nairobi, Kenya, 26 July 2010

Introduction § § ITU-T Rec. E. 800 defines Qo. S as “collective effect of Introduction § § ITU-T Rec. E. 800 defines Qo. S as “collective effect of service performance which determines the degree of satisfaction of a user of the service” ITU-T Recommendation P. 10/G. 100, defines Quality of Experience (Qo. E) as, “the overall acceptability of an application or service, as perceived subjectively by the end-user” Qo. E includes complete end-to-end system effects (client, terminal, network and service infrastructure) Overall acceptability may be influenced by user expectations and context. Nairobi, Kenya, 26 July 2010

Why the need for good Qo. S/Qo. E? § § § § For the Why the need for good Qo. S/Qo. E? § § § § For the development of telecommunications products and services acceptable to the industry and users/consumers Making interconnected networks work seamlessly well together (inter-operability) Ensure consumers get value for money Mobile has become de facto means of communications in Africa Signal Availability (Qo. S/Qo. E) on mobile networks is essential for economic and social survival in Africa Necessary for effective e-communications such as e-government, e -money transfer (MPESA) e-education , e-election results etc Ensure fulfillment of universal access Encourage fair competition-good quality (and not necessarily price) will guarantee customer retention Nairobi, Kenya, 26 July 2010

ITU-T Qo. S Perspective ITU-T Recommendation E. 800 has four (4) Qo. S view ITU-T Qo. S Perspective ITU-T Recommendation E. 800 has four (4) Qo. S view points namely: Customer's Qo. S requirements; § Service Provider's offerings of Qo. S (or planned/targeted Qo. S); § Qo. S achieved or delivered; § Customer Survey ratings of received Qo. S. The closer the 4 view points are in a given service, the better the Qo. S delivered. § Nairobi, Kenya, 26 July 2010

ITU-T Four Views Qo. S Perspective Customer's Qo. S requirements Customer received Qo. S ITU-T Four Views Qo. S Perspective Customer's Qo. S requirements Customer received Qo. S Nairobi, Kenya, 26 July 2010 Service Provider's offerings of Qo. S Achieved or delivered Qo. S

Qo. S Parameters § § § Are also called; metrics, indicators, measures, determinants Are Qo. S Parameters § § § Are also called; metrics, indicators, measures, determinants Are premised on indicators such as: speed, accuracy, availability, reliability, security, simplicity, satisfaction Characterize the Qo. S level of the service being offered to the satisfaction of the user Ensure the users of a services are getting Qo. S levels matching what they are paying for Used in development and implementation of SLA Can be classified as; objective-measurements of physical attributes of a circuit, system, network etc or subjectiveconducting of customer opinion surveys Nairobi, Kenya, 26 July 2010

Qo. S Targets § § Also called; objectives, benchmarks, thresholds, minimum standards, reference values Qo. S Targets § § Also called; objectives, benchmarks, thresholds, minimum standards, reference values etc A potential value (or range of values) to be achieved to ensure satisfaction with service delivery Used to maintain good Qo. S levels based on international, local or benchmarked standards Used to improve Qo. S levels following consumer complaints Nairobi, Kenya, 26 July 2010

Parameters for Different Telecoms Services (contd). Fixed Telephony: § § § Service Supply Time Parameters for Different Telecoms Services (contd). Fixed Telephony: § § § Service Supply Time Fault Report Rate Fault Repair Time Call Success Rate Call Set-up Time Response time for operator service (call centers) Response time for directory enquiry service Billing accuracy Billing Complaints Resolution time Call Connection Delay Ratio of working payphones Nairobi, Kenya, 26 July 2010

Parameters for Different Telecoms Services (Contd) Mobile Telephony Service No significant difference with fixed Parameters for Different Telecoms Services (Contd) Mobile Telephony Service No significant difference with fixed telephony parameters: § § § § § Service Supply Time Fault Report Rate Fault Repair Rate Call Center Answer Time Billing and Tariff Accuracy Completed Calls Dropped Calls Blocked Calls Speech Quality (MOS, PESQ) Nairobi, Kenya, 26 July 2010

Parameters for Different Telecoms Services (Contd) Mobile Telephony (contd) § SMS Message Transmission Success Parameters for Different Telecoms Services (Contd) Mobile Telephony (contd) § SMS Message Transmission Success Rate § Call Set-up Time § Handover Success Rate § Geographic Coverage § Received Signal Strength (Rx. Lv) § Received Signal Quality (Rx Qual) Nairobi, Kenya, 26 July 2010

Parameters for Different Telecoms Services (contd) Data Networks and Internet Qo. S parameters-cannot be Parameters for Different Telecoms Services (contd) Data Networks and Internet Qo. S parameters-cannot be isolated from the fixed or mobile telephony parameters due to convergence of technologies. IP packets are used in both fixed and mobile services. § § § § Bandwidth Latency BER Jitter and Jitter Variations Throughput Data Transmission Success Rate Internet Session Login Success Rate Nairobi, Kenya, 26 July 2010

Qo. S Measurement Method § § Objective- circuits attributes, networks, signals Subjective-through customer satisfaction Qo. S Measurement Method § § Objective- circuits attributes, networks, signals Subjective-through customer satisfaction surveys Subjective good- fits the Qo. S definition but time consuming Therefore a mix of the two methods recommended Nairobi, Kenya, 26 July 2010

Enforcing Compliance §Regulators monitor, measure and enforce operators’ obligations §Obligations normally in licenses or Enforcing Compliance §Regulators monitor, measure and enforce operators’ obligations §Obligations normally in licenses or regulations §Enforcements sometimes entails consultations §Regulator needs techniques to ensure compliance even after consultation Nairobi, Kenya, 26 July 2010

Enforcing Compliance (Contd) Some of the enforcement methods are: § § § § Publication Enforcing Compliance (Contd) Some of the enforcement methods are: § § § § Publication of Qo. S measurement results Reprimands Directives Imposition of Penalties Requiring operators/service providers compensate their customers Imposition of embargos to persistent violators (no Gvt Contracts) License Revocation-as a last resort Encourage Self Regulation- Nairobi, Kenya, 26 July 2010

Enforcing Compliance (Contd) Service Level Agreements (SLA) § Signed between service providers or between Enforcing Compliance (Contd) Service Level Agreements (SLA) § Signed between service providers or between service providers and their customers § Define service characteristics, responsibilities and priorities between parties § May include statements on specific performance, billing, Qo. S levels etc § May also include remedies for breach § Regulator needs to enforce SLA where parties fail to do so Nairobi, Kenya, 26 July 2010

International Standards Developing Organizations (SDOs) § § § Besides ITU-T, other international telecommunications standardization International Standards Developing Organizations (SDOs) § § § Besides ITU-T, other international telecommunications standardization development organizations (SDOs)exist ISO, ETSI, IETF, INTUG, ETNO, Qu. EST Forum, etc They deal with the general and special telecommunications quality of service issues. Nairobi, Kenya, 26 July 2010

International Standards Developing Organizations (SDOs) (Contd. ) § § ITU-T organizes its work in International Standards Developing Organizations (SDOs) (Contd. ) § § ITU-T organizes its work in study groups subdivided into working parties. SG 12 is the lead SG in the performance, Qo. S and Qo. E. One of its affiliates is SG 12 RG-AFR Most of the ITU-T Recommendations dealing with Qo. S exist in the E, G, I, M, Q, P, X and Y series. Nairobi, Kenya, 26 July 2010

International Standards Developing Organizations (SDOs) (Contd. ) ITU-T gathers together § Governments, § National International Standards Developing Organizations (SDOs) (Contd. ) ITU-T gathers together § Governments, § National telecommunication administrations. § Recognized operating agencies. § Manufacturers. § Service providers. § Scientific and industrial organizations § Consumer protection groups Nairobi, Kenya, 26 July 2010

International Standards Developing Organizations (SDOs) (Contd. ) § § In addition, Quality of Services International Standards Developing Organizations (SDOs) (Contd. ) § § In addition, Quality of Services Development Group (QSDG) is involved in Qo. S/Qo. E. Its main aim is to improve the quality of international telecommunication services. Its activities were transferred from SG 2 to SG 12 during the WTSA 08 in Johannesburg, South Africa in 2008. Held its last meeting in Maputo, Mozambique Nairobi, Kenya, 26 July 2010

List of ITU-T Qo. S-related Recommendations and other international Qo. S standards No. Organization List of ITU-T Qo. S-related Recommendations and other international Qo. S standards No. Organization Standard Content 1 ITU-T Rec. G. 109 Definition of categories of speech transmission quality 2 ITU-T Rec. G. 1010 End-user multimedia Qo. S categories 3 ITU-T Rec. G. 1000 Communications quality of service: A framework and definitions Nairobi, Kenya, 26 July 2010

List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) 4 ITU-T Rec. E. 800 Terms and definitions related to Qo. S/NP including dependability 5 ITU-T Rec. I. 350 General aspects of quality of service and network performance in digital networks including ISDN 6 ITU-T Rec. X. 641 Information Technology-Qo. S Framework Nairobi, Kenya, 26 July 2010

List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) 7 ITU-T Rec. G. 107 E- Model. A computational model for use in transmission planning 8 ITU-T Rec. G. 1000 Communications quality of service. A framework and Definition 9 ITU-T Rec. E. 801 Framework for service quality agreement Nairobi, Kenya, 26 July 2010

List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) 10 ITU-T Rec. E 802 Framework and methodology for the determination and application of Qo. S parameters 11 ITU-T Rec. E. 860 Framework of service level agreement 12 ITU-T Rec. P. 10/G. 100 Vocabulary for performance and quality of service. Definition of Qo. E Nairobi, Kenya, 26 July 2010

List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) 13 ITU-T Rec. P. 800 Methods for subjective determination of transmission quality 14 ITU-T Rec. P. 862 Perceptual evaluation of speech quality (PESQ). An objective method for end-to-end speech quality 15 ITU-T Rec. Y. 1540 IP packet transfer and availability Nairobi, Kenya, 26 July 2010

List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) 16 ITU-T Rec. Y. 1541 Network performance objectives for IPbased services 17 ITU-T Rec. Y. 1542 Framework for achieving end-toend IP Performance Objectives 18 ITU-T Rec. X. 140 Qo. S parameters for public data networks Nairobi, Kenya, 26 July 2010

List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) 19 ISO EN ISO 9000: 2000 Quality management systems. Fundamentals and vocabulary 20 EN ISO 9001: 2000 Quality management systems. Requirements 21 EN ISO 9004: 2000 Quality management systems. Guidelines for performance improvements Nairobi, Kenya, 26 July 2010

List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) 22 ETSI EG 202 086 Objectives and principles for "traditional quality" telephone service 23 EG 201 377 -1 Part 1: Introduction to objective comparison measurement methods for one-way speech quality across networks 24 EG 201 377 -3 Part 3: Non-intrusive objective measurement methods applicable to networks and links with classes of services Nairobi, Kenya, 26 July 2010

List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) 25 EG 201 474 Speech transmission quality across multiple interconnected networks 26 EG 201 769 Qo. S parameters of voice telephony required under ONP Voice Telephony Directive 98/10/EC 27 EG 202 009 -1 Part 1: Methodology for identification of parameters relevant to the Users Nairobi, Kenya, 26 July 2010

List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) 28 EG 202 009 -2 Part 2: User related parameters on a service specific basis 29 EG 202 009 -3 Part 3: Template for Service Level Agreements (SLA) 30 EG 202 057 -1 User-related Qo. S parameter definitions and measurements Part 1: General Nairobi, Kenya, 26 July 2010

List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) 31 EG 202 057 -2 User-related Qo. S parameter definitions and measurements Part 2: Voice telephony, Group 3 fax and modem data services 32 EG 202 057 -3 User related Qo. S parameter definitions and measurements Part 3: Qo. S parameters specific to public land mobile networks (PLMN) 33 EG 202 057 -4 User related Qo. S parameter definitions and measurements Part 4: Internet Access Nairobi, Kenya, 26 July 2010

List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) List of ITU-T Qo. S-related Recommendations and other international Qo. S standards (Contd. ) RFC 1633, Qo. S in intserv 35 RFC 2475 Qo. S in diffserv 36 RFC 3031 MPLS 37 RSVP 2205 -2209 RSVP 34 IETF Nairobi, Kenya, 26 July 2010

Thank you Merci Ahsante Nairobi, Kenya, 26 July 2010 Thank you Merci Ahsante Nairobi, Kenya, 26 July 2010