The role of telecommunications service quality in the Digital

EconomyITU-IMDA Workshop – Singapore, 19 August 2019

Elena Scaramuzzi, Cullen International

Regulatory approaches

• Parameters and measurements criteria• Targets set• Data collection, validation, reporting• Compliance control, enforcement and sanctioning

QoS: Command and control

• Tools to compare offers• Speed testing tools• Coverage maps• Other apps• Feedback from users

QoE: Consumers empowerment

• Operators set own targets• Publicise results• Industry codes of conduct

Encouragement and transparency

Regulators

Providers

“Service quality”

Users

Evolution from telephony to the digital economy

Europe

2002 Framework

2009 Review

TSM 2015

EECC 2018

EECC transposition by 20/12/20

Evolution of EU Framework (relevant for QoS/QoE)

Key amendments Main provisions

Net Neutrality • NRAs will be able set minimum quality of service (QoS) requirements• NRAs to report annually on ‘internet freedoms’

Personal data breaches • Obligation on ECS providers to notify subscribers and other impacted individuals

• Also inform NRAData protection breaches • ECS providers must inform authorities when security breaches lead to personal

data loss or misuseUse of cookies and spyware • End users to give explicit consent (opt-in)

Information for end-users • any lawful conditions limiting access to or use of services and applications • minimum QoS levels offered • any restriction on the use of terminal equipment

Number portability • Within 1 working day

Emergency – single 112 • Broadened to all providers offering calls to national numbers. This includes number-based VoIP providers

• Caller location information should be made available to the authority handling emergency calls as soon as the call reaches that authority. Before only “to the extent technically feasible”.

Amendments to Universal Service and e-Privacy Directives (Citizens’ Rights Directive - 2009)

Telecoms Single Market Regulation (TSM, 2015)

Measures mainly concerning open internet access, amending Universal Service Directive and users’ rights relating to electronic communications

networks and services

information on how traffic management measures applied by a provider could impact on the quality of the internet access services (IAS), on the privacy of end-users and on the protection of their personal data

Information as to how any volume limitation, speed and other QoS parameters may in practice have an impact on IAS, and in particular on the use of content, applications and services

Information on the minimum, normally available, maximum and advertised download and upload speedof the IAS in the case of fixed networks, or of the estimated maximum and advertised download and upload speed of the IAS in the case of mobile networks

art. 4(1a) art. 4(1b)

art. 4(1d)

Information on the remedies available to the consumer in accordance with national law in the event of any continuous or regularly recurring QoS discrepancy

art. 4(1e)

European Electronic Communications Code (EECC, 2018)

Annex 8: Providers should give information on any specific quality parameters assured, as well as any compensation and refund arrangements which apply if levels of quality of service contracted by users are not met. Annex 10: QoS Parameters, Definitions and Measurement Methods referred to in Article 104.

Art. 104: Regulators should be able to collect comparable information on QoS offered by providers of publicly available internet access services and interpersonal communications services

Art. 272: Regulators, in coordination with other competent authorities should set out the measurement methods to be applied by the service providers in order to improve the comparability of the data provided. To that aim, BEREC should adopt (non-binding) guidelines.

Art. 103.2: End users’ right to have access, free of charge, to at least one independent comparison tool which includes the possibility to compare the quality of service performance between available offers.

Regulators

Providers

“Service quality”

Users

EECC approachObjective monitoring

and publication of information on quality offered by providers

Providers of IAS and ICS (new

definition)

Transparency & empowerment

(Entitled to a compensation if quality assured not met.

Comparison tools)

Quality parameters and monitoring methodology

are listed in the EECC

1. Who are the “providers” now possibly subject to “monitoring”?

Electronic communications services (ECS)

Internet access services (IAS)

Interpersonal communications

services (ICS):Conveyance of

signals(M2M,

broadcasting)

Number-based

Number independent

“….to the extent that they control at least some elements of the network either directly or by virtue of a service level agreement to that effect.”

Providers of access to a public electronic communications

networks

Providers of inter-personal communications services who have control on at least some

network elements or SLA

Providers of internet access services

1. Supply time for initial connection

2. Fault rate per access line3. Fault repair time

1. Call set up time2. Bill correctness complaints3. Voice connection quality4. Dropped call ratio5. Unsuccessful call ratio6. Failure probability (*)7. Call signaling delays (*)

1. Latency (delay)2. Jitter3. Packet loss

ETSI EG 202 057 ETSI EG 202 057 - except (*) ITU-T Y.2617

2. What are the “quality parameters” that can be monitored?

Current situationExample: fixed voice

• Transparency obligations in 20 EU member states. In 6 of them they only apply to the designated USO provider

• Targets in 15 EU member states, but 10 of them only on designated USO providers

Source: Cullen International

NRA survey (measurements)

NRA survey(users)

Speed test tools

Coverage maps

Providers’ rankings

Belgium

France

Germany

Ireland

Italy

Spain

Sweden

UK

3. End-users’ empowerment tools – current situation (mobile)

Source: Cullen International

Example – end user empowerment (UK)

https://www.ofcom.org.uk/__data/assets/pdf_file/0022/145525/comparing-service-quality-2018.pdf

Example – end user empowerment (France)

Americas

Overview broadband: fixed and mobile

Country Targets set? Imposed on all operators?

Measurement audited

Obligation to publish?

Specific penalties?

Argentina

Brazil

Canada

Chile

Colombia

Costa Rica

Ecuador

Mexico

Paraguay

Peru

United States

(autom.comp.)

(mobile)

proposed

Source: Cullen International

USA: broadband maps used for different purposes(eligibility for subsidies AND user empowerment)

Source: FCC

In Latin America mixed approaches – example Brazil

TARGETS, COMPLIANCE CONTROL, SANCTIONING

14 indicators14 indicators

16 indicators

10 indicators

Source: Anatel

Example Brazil

GUARANTEED BROADBAND SPEED SINCE 2012

Entitade aferidora da Qualidade (EAQ) is an external entity selected and funded by providers, to implement the measurements and certify them to Anatel on a regular basis.

Example Brazil

EXTENSIVE CONSUMER SURVEYS SINCE 2015

Results also by Brazilian state

Reports by type of service

All results in spreadsheets…

Source: Anatel

Example Brazil

TOOLS SINCE 2012

Access to voice

network

Quality and amount of antennas

Voice and data

ranking

User Experience

Other examples across Latin America

GUARANTEED SPEEDS

Source: Cullen International

Proposal in Mexico

In 2018 IFT proposed minimum speed to be mandated on all broadband providers.

IFT proposed minimum speeds to be offered for broadband services, and not to a percentage of the advertised speed.

Other examples across Latin America

TOOLS

Source: Cullen International

Middle East and North Africa

Targets Measurements and reporting

Publication of results

Sanctions

Algeria

Bahrain

Egypt

Jordan

Lebanon

Morocco

Oman

Qatar

Saudi Arabia

Tunisia

UAE

QoS regulation - overview

Only reference values

Not available

Only KPIs

Not available

Source: Cullen International

Examples - telephony

Source: Cullen International

Frequency of KPI reports submitted by operators to the NRA

Source: Cullen International

In Bahrain some KPIs must be reported every three months and others every year.

In Oman KPIs must be reported every three months, every six months, or every year depending on the the KPI.

• Tunisia: at least 25% of advertised download and upload speed (mobile)

• Proposal in Qatar: 85% of contracted download and upload speed

• Bahrain: reference value within the advertised speed

Broadband – guaranteed speeds

Kingdom of Bahrain revised QoS rules in 2018

TRA revised its 2008 QoS regulation. The new rules include, amongst others:• New provisions on network

outages• More precise criteria TRA may

follow to set binding targets on operators

• New provisions on enforcement, incl. sanctions

• A review of KPIs (now fewer, but more relevant and more precisely defined)

Saudi Arabia – revised QoS rules (2018)Revised rules of 2009, among the key changes, the obligation to publishgeographical coverage maps for both mobile and fixed services.

Source:https://www.citc.gov.sa/en/reportsandstudies/indicators/Pages/service_providers_coverage_maps.aspx

A look at …

• The Uganda Communications Commission (UCC) monitors, conducts performance audits, publishes results.

• Targets: blocked call rate and dropped call rate: no more than 2%

Uganda…

Source: UCC

• The Nigerian Communications Commission (NCC) established minimum Quality of Service (QoS) standards (a number of network and non-network KPIs).

• Every mobile operator must report measurements to the NCC on a quarterly basis.

Nigeria….

Source: NCC

Malaysia…

Service PSTN Mobile Dial-up internet

Content app services

Pay-phones

Digital Leased Lines

Fixed broadband

# of KPIs/ targets

16 9 7 6 1 8 14

• The Malaysian Communications and Multimedia Commission (MCMC) regulates the performance of Network Service and Application Service providers by setting QoS standards.

• Network and non-network targets.• Monitoring and penalties in case of non compliance.

India…

Source: TRAI

Australia…

Source: ACMA

Regulators

Providers

“Service quality”

Users

To conclude…• Several approaches are

possible and valid, there is no magic formula…

• Across all continents, we usually observe a mix of approaches

• National regulators worldwide are increasingly aware of the newest methodologies and tools to ensure QoS in the digital age.

THANK YOU!elena@cullen-international.com

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