Endtoend Qo S with the users point of

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End-to-end Qo. S with the users' point of view Qo. S Workshop Paris 22

End-to-end Qo. S with the users' point of view Qo. S Workshop Paris 22 October 2003 P-Y Hébert - AFUTT/ETSI 25/11/2003 1

Qo. S in the current Telecom world n With the various emerging technologies (Mobiles

Qo. S in the current Telecom world n With the various emerging technologies (Mobiles network, Vo. IP, VPN) and the current competition Telecom service are delivered with very different Qo. S levels. n To get the Qo. S they expect users have to rely on regulation or on agreement with their supplier n In any case, standards are needed to monitor the Qo. S provided. 25/11/2003 2

Users' concerns and Qo. S standards n Today, any technical body in any standardization

Users' concerns and Qo. S standards n Today, any technical body in any standardization organization refers to users' Qo. S requirements. n Each of these TBs has different purposes: ü means to improve the technical Qo. S ü measurement methods of the Qo. S ü definition of Qo. S service classes n Most of them have in mind the technical quality n Few of them are taking into account the whole set of users' concerns about the Qo. S 25/11/2003 3

Users' concern fields about Qo. S n Service fields ü Provision ü Operation ü

Users' concern fields about Qo. S n Service fields ü Provision ü Operation ü Customer services ü Billing ü Other services n Market areas ü Voice ü Data ü Internet access ü Private/public networks 25/11/2003 4

Users' Qo. S criteria (1) n Provision ü Preliminary information ü Completion efficiency ü

Users' Qo. S criteria (1) n Provision ü Preliminary information ü Completion efficiency ü Respect of allotted time ü Contract clarity ü Contract flexibility 25/11/2003 5

Users' Qo. S criteria (2) n Operation ü Service availability ü Coverage (mobile networks)

Users' Qo. S criteria (2) n Operation ü Service availability ü Coverage (mobile networks) ü Unsuccessful call ratio ü Set-up swiftness ü Absence of dropouts ü Speech or data quality ü Flow rate or transactions time ü Number of call to report fault. ü Exchange security ü Terminal protection 25/11/2003 6

Users' Qo. S criteria (3) n Customer services ü Swiftness of after-sales service to

Users' Qo. S criteria (3) n Customer services ü Swiftness of after-sales service to answer calls ü Swiftness to repair ü Availability of operator services ü Efficiency of help line ü Number of call to report fault. ü Billing l Accuracy (counting and tariff) l Number of claims ü Directory service availability l l Response time Relevance of the answers 25/11/2003 7

Standards focusing on users' expectations n ITU-T Recommendation E. 800: "Telephone network and ISDN

Standards focusing on users' expectations n ITU-T Recommendation E. 800: "Telephone network and ISDN quality of service, network management and traffic engineering: Terms and definitions related to quality of service and network performance including dependability". n ETSI NA (SPAN) ETR 003 (1994 -10) General aspects of Quality of Service (Qo. S) and Network Performance (NP) Now ITU-T G. 1000 n ITU-T G 1010 - Y. 1541 - J. 163 - X. 140 25/11/2003 8

Standards focusing on users' expectations n ETSI STQ EG 201 769 (2000 -10) Qo.

Standards focusing on users' expectations n ETSI STQ EG 201 769 (2000 -10) Qo. S parameter definitions and measurements; Parameters for voice telephony service required under the ONP Voice Telephony Directive 98/10/EC n ETSI STQ EG 202 057 User related Qo. S parameter definitions and measurements (multi-parts deliverable) n ETSI STQ TS 102 250 (2003 -10) Qo. S aspects for popular services in GSM and 3 G networks 25/11/2003 9

Standards focusing on users' expectations n ETSI TIPHON TR 101 229 End to End

Standards focusing on users' expectations n ETSI TIPHON TR 101 229 End to End Quality of Service in TIPHON Systems n ETSI TR 102 276: "User’s Quality of Service Criteria for Internet Access (in Europe)" n ETSI UG EG 202 009 (2002 -02) Quality of Telecom Services l Part 1: Methodology for identification of parameters relevant to the Users l Part 2: User related parameters on a service specific basis l Part 3: Template for Service Level Agreements (SLA) 25/11/2003 10

Lacks in current standards n Provision ü Preliminary information ü Supply time for service

Lacks in current standards n Provision ü Preliminary information ü Supply time for service access ü Completion efficiency ü Contract clarity ü Contract flexibility 25/11/2003 11

Lacks in current standards (2) n Operation ü Service availability ü Coverage (mobile networks)

Lacks in current standards (2) n Operation ü Service availability ü Coverage (mobile networks) ü Unsuccessful call ratio ü Set-up swiftness ü Absence of dropouts ü Speech or data quality ü Flow rate or transactions time ü Number of call to report fault. ü Exchange security ü Terminal protection 25/11/2003 12

Lacks in current standards (3) n Customer services ü Swiftness of after-sales service to

Lacks in current standards (3) n Customer services ü Swiftness of after-sales service to answer calls ü Efficiency of after-sales service ü Swiftness to repair ü Availability of operator services ü Efficiency of help line 25/11/2003 13

Lacks in current standards (4) n Billing ü Bill correctness/Accuracy (counting and tariff) ü

Lacks in current standards (4) n Billing ü Bill correctness/Accuracy (counting and tariff) ü Bill presentation quality ü Number of claims ü Response time for admin/billing enquiries n Other services ü Directory service availability l l Response time Relevance of the answers 25/11/2003 14

Next step: EG 202 009 revision ü Provision ü Operation l Number of call

Next step: EG 202 009 revision ü Provision ü Operation l Number of call to report fault. l Exchange security l Terminal protection ü Customer services ü Billing l Correctness/Accuracy l Bill presentation quality l Response time for admin/billing enquiries ü Other services 25/11/2003 15

The Challenge Who is willing to help filling the current gaps ? 25/11/2003 16

The Challenge Who is willing to help filling the current gaps ? 25/11/2003 16