ITU Workshop on Quality of Service of Regulatory

ITU Workshop on “Quality of Service of Regulatory and Operational Issues” (Dubai, UAE 2 -3 November 2014) Quality of Telecommunication Services Brazilian Regulatory Framework Tiago Sousa Prado - Anatel/Brazil tiago. prado@anatel. gov. br

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 Regulation Customer reaction Network Assess the key aspects and requirements for delivering an adequate service. Broadband Specific indicators related with the provision of Fixed and Mobile Broadband. Consumer complaints about the provision. Measure aims to provide trend. Quality Management Customer Perception Survey Customer Services Quality of Customer Services, including their perception about the service provision. Regulation No. 574/2011 (fixed) and 575/2011 (mobile) lesgislacao. anatel. gov. br

Quality of Service Indicators Focus Customer reaction Customer Services Mobile (voice and data) Indicators Fixed Broadband Indicators • SMP 1 (Complaints on Operator) • SMP 2 (Complaints in Anatel) • SMP 3 (Voice Call Completions to Operators Call Centers) • SCM 1 (Complaints on Operator) • SCM 2 (Complaints in Anatel) • SCM 3 (Reopened Complaints on Operator) • SCM 10 (Waiting time to speak with attendant of the call center). • SMP 12 e SMP 12>60 s (Waiting time to speak with attendant of the call center) • SCM 11 (Waiting time for installation of the service). • SMP 13 e SMP 13>10 d (Response time requests from customers in the call center) • SCM 12 (Network Repair requests). • SMP 14 (Waiting time in the personal customer service centers) • SCM 13 (Resolution time for network repair requests) • SCM 14 (Resolution time for all requests made in personal customer service centers) to Comparative • IDA (Customer Service Performance Index) Indexes • IDQ (Quality Indicators Performance Index) Focus Customer Reaction Customer Services

Quality of Service Indicators Focus Voice Network Data Network Mobile (voice and data) Indicators Fixed Broadband Indicators • SMP 4 (Voice Call Completion) • SCM 4 (Compliance with Contracted Speed • SMP 5 (Traffic Channel Alocation) – Instantaneous measurement) • SMP 6 (Text Message Delivery) • SMP 7 (Dropped-call rate) • SMP 8 (Successful data Connections) • SMP 9 (Dropping in Data Connections) • SMP 10 (Compliance with Contracted Speed – Instantaneous measurement) • SMP 11 (Compliance with Contracted Speed – Average measurement) Focus • SCM 5 (Compliance with Contracted Speed – Average measurement) • SCM 6 (Bidirectional Latency) • SCM 7 (Jitter) • SCM 8 (Packet Loss Rate) • SCM 9 (Availability) Data Network

Data Network Indicators Instantaneous Speed (fixed and mobile) SMP 10 e SCM 4 Average Speed (fixed and mobile) SMP 11 e SCM 5 Bidirectional Latency (fixed) SCM 6 Jitter (fixed) SCM 7 Packet Loss Rate (fixed) SCM 8 Availability (fixed) SCM 9 • 20% of the contracted speed (1 st year) • 30% of the contracted speed (2 nd year) • 40% of the contracted speed (3 rd year and ahead) • 60% of the contracted speed (1 st year) • 70% of the contracted speed (2 nd year) • 80% of the contracted speed (3 rd year and ahead) • Target: less than 80 ms (terrestrial) and 900 ms (satellite) • Target: less than 50 ms • Target: less than 2% • Target: more than 99%

Data Network Indicators Quality Measurement Entity (EAQ) • Private entity chosen by the Operators and Anatel, and contracted by the Operators • Responsible for Mobile and Fixed Data Network indicators measurement • Entity: Pw. C (Samknows) How to measure? • Measurement device installed at user’s home (volunteers) • Web-based tests and App for Android and IOS • Drive-Tests • Measurement always from user’s network to Regional Traffic EXPs (outside operators network) Where to measure? • Sampling plan difined by Anatel each year.

Quality of Service Indicators Focus Mobile (voice and data) Indicators User’s Perception Survey Fixed Broadband Indicators • SCM 15 Capacity) (Requests Focus Resolution • SMP 15 (Requests Resolution Capacity) • SMP 16 (Attendant Competence) • SCM 16 (Attendant Competence) • SMP 17 (Operators Competence and Organization) • SCM 17 (Operators Competence and Organization) • SMP 18 (User Guidance Capacity) • SCM 18 (User Guidance Capacity) • SMP 19 (Billing Procedures) • SCM 19 (Billing Procedures) • SMP 20 (Call Quality) • SCM 20 (Technical Competence) User’s Perception Survey Support How to assess user’s perception? • Survey made by a partner specialized in user’s survey • TNS Brasil was chosen by Operators • Questionnaire developed together by Anatel, Operators and TNS Brasil Sampling Plan • Defined annually by Anatel with users from all regions • Mobile: differing surveys for prepaid and postpaid users • Fixed broadband: different surveys for users of up to 2 Mbps and more than 2 Mbps data plans • Confidence Interval: 95%

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 tiago. prado@anatel. gov. br Dubai, November 2014