Workshop on Delivering Good Quality Telecommunications Service in a Safe Environment in Africa Nairobi, Kenya 26-31 July, 2010 ITU-T Recommendations and

Workshop on Delivering Good Quality Telecommunications Service in a Safe

Environment in AfricaNairobi, Kenya26-31 July, 2010

ITU-T Recommendations and other International Standards Relevant to QOS/QOE

Daniel K. WaturuManager /Telecoms Compliance

Communications Commission of KenyaChairman-ITU-T SG12 RG-AFR

Nairobi, Kenya, 26 July 2010

Introduction

ITU-T Rec. E. 800 defines QoS 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 (QoE) as, “the overall acceptability of an application or service, as perceived subjectively by the end-user”

QoE includes complete end-to-end system effects (client, terminal, network and service infrastructure)

Overall acceptability may be influenced by user expectations and context.


Why the need for good QoS/QoE? 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 (QoS/QoE) 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


ITU-T QoS Perspective

ITU-T Recommendation E.800 has four (4) QoS view

points namely:

Customer's QoS requirements; Service Provider's offerings of QoS (or

planned/targeted QoS); QoS achieved or delivered; Customer Survey ratings of received QoS.

The closer the 4 view points are in a given

service, the better the QoS delivered.


ITU-T Four Views QoS Perspective

Customer Service Provider

Achieved or delivered QoS

Customer received QoS

Customer's QoS requirements

Service Provider's offerings of QoS


QoS Parameters

Are also called; metrics, indicators, measures, determinants Are premised on indicators such as: speed, accuracy,

availability, reliability, security, simplicity, satisfaction Characterize the QoS level of the service being offered to the

satisfaction of the user Ensure the users of a services are getting QoS 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 subjective-conducting of customer opinion surveys


QoS 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 QoS levels based on international, local or benchmarked standards

Used to improve QoS levels following consumer complaints


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


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)


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 (RxLv) Received Signal Quality (Rx Qual)


Parameters for Different Telecoms Services (contd)Data Networks and Internet QoS 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


QoS Measurement Method

Objective- circuits attributes, networks, signals Subjective-through customer satisfaction surveys Subjective good- fits the QoS definition but time consuming Therefore a mix of the two methods recommended


Enforcing Compliance

Regulators monitor, measure and enforce operators’ obligationsObligations normally in licenses or regulationsEnforcements sometimes entails consultationsRegulator needs techniques to ensure compliance even after consultation


Enforcing Compliance (Contd)

Some of the enforcement methods are:

Publication of QoS 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-


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, QoS

levels etc May also include remedies for breach Regulator needs to enforce SLA where parties fail to do so


International Standards Developing Organizations (SDOs)

Besides ITU-T, other international telecommunications standardization development organizations (SDOs)exist

ISO, ETSI,IETF, INTUG, ETNO, QuEST Forum, etc They deal with the general and special telecommunications

quality of service issues.


International Standards Developing Organizations (SDOs) (Contd.)

ITU-T organizes its work in study groups subdivided into working parties .

SG12 is the lead SG in the performance, QoS and QoE. One of its affiliates is SG12 RG-AFR Most of the ITU-T Recommendations dealing with QoS exist

in the E, G, I, M, Q, P, X and Y series.



ITU-T gathers together Governments, National telecommunication administrations. Recognized operating agencies. Manufacturers. Service providers. Scientific and industrial organizations Consumer protection groups



In addition, Quality of Services Development Group (QSDG) is involved in QoS/QoE.

Its main aim is to improve the quality of international telecommunication services.

Its activities were transferred from SG2 to SG12 during the WTSA08 in Johannesburg, South Africa in 2008.

Held its last meeting in Maputo, Mozambique


List of ITU-T QoS-related Recommendations and other international QoS standards

No. Organization Standard Content

1 ITU-T ITU-T Rec. G.109 Definition of categories of speech transmission quality

2 ITU-T Rec. G.1010 End-user multimedia QoS categories

3 ITU-T Rec. G.1000 Communications quality of service: A framework and definitions


List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.)

4 ITU-T Rec. E.800 Terms and definitions related to QoS/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-QoS Framework



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



10 ITU-T Rec. E 802 Framework and methodology for the determination and application of QoS 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 QoE



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



16 ITU-T Rec. Y. 1541 Network performance objectives for IP-based services

17 ITU-T Rec. Y. 1542 Framework for achieving end-to-end IP Performance Objectives

18 ITU-T Rec. X.140 QoS parameters for public data networks



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



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



25 EG 201 474 Speech transmission quality across multiple interconnected networks

26 EG 201 769 QoS 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



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 QoS parameter definitions and measurements Part 1: General



31 EG 202 057-2 User-related QoS parameter definitions and measurements Part 2: Voice telephony, Group 3 fax and modem data services

32 EG 202 057-3 User related QoS parameter definitions and measurements Part 3: QoS parameters specific to public land mobile networks (PLMN)

33 EG 202 057-4 User related QoS parameter definitions and measurements Part 4: Internet Access



34 IETF RFC 1633, QoS in intserv

35 RFC 2475 QoS in diffserv

36 RFC 3031 MPLS

37 RSVP 2205-2209 RSVP


Thank you

Merci

Ahsante


Documents

Workshop on Delivering Good Quality Telecommunications Service in a Safe Environment in Africa Nairobi, Kenya 26-31 July, 2010 ITU-T Recommendations and