ITU Workshop on QoS and QoE of Multimedia
Applications and Services
Haarlem, The Netherlands, 9-11 May 2016
Re-thinking the Regulatory Quality
Framework in Brazil
Tiago Sousa Prado
Specialist on Regulatory Affairs - Advisor - ANATEL/Brazil
tiago.prado@anatel.gov.br
AGENDA
Why regulate quality?
• Continental territory and 200 million inhabitants
• Strong socioeconomic differences between regions
• Lack of infrastructure at small and medium cities
• Lack of competition in service
provision at small cities
• High level of complaints regarding quality
Current Quality Regulatory Framework
(2002-2016) 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
service
provision.
Quality
Managementt
Customer
Perception
Survey
Customer Services
Quality of Customer
Services, including
their perception
about the service
provision.
Current Quality Regulatory Framework
(2002-2016)
• Several overlaping indicators to monitor the QoS
provided by the same networks/operators
Broadband
Fixed
Telephony
21 indicators
21 indicators
Paid-TV
Mobile
17 indicators
20 indicators
79 indicators
 Regulatory overburden
 Expensive to measure and to
certify the collection methods
 Hard to monitor and compare
 Poor consumer awareness
Re-thinking the strategy
• ANATEL’s Strategic Plan for the next 15 years:
 Strategic Objective: create conditions for improvements in
QoS/QoE
 Operational Plan: issue a new regulatory framework on
quality
 Key drivers:
o Monitor just the most relevant KPIs in convergent operations
o Focus on transparency and consumer empowerment
o Flexibility
o Raise the effectiveness of the regulation
Re-thinking the strategy
• ITU/Anatel partnership to contract consulting services to support
Anatel on the implementation of the strategic projects
• RFP issued in March/2015 by ITU
• Project duration: 18 months (until the end of 2016)
Phase 1:
 International benchmarking of standards and regulatory quality
framework, (considering countries sizes, socioeconomic conditions and
level of competition)
Phase 2:
 Analyse all quality indicators defined in the current regulation
 Propose a new framework and report a quantitative analysis on
economic, social, and competitive impacts of the proposals
ITU/ANATEL Partnership for a new
regulatory quality framework
International consortium
All departments involved
Regulation
IT Resources
Monitoring
Surveillance
Competion
Enforcement
Procurement
Benchmarking Regulatory Approaches
USA
Regulatory
approach
 No regulation
on quality
UK
 Quality
Regulation on
wholesale
products
Germany
 No regulation
on quality
Australia
 No regulation
on quality
Malaysia
 Regulation
with targets
for KPIs and
 May apply
fines
India
 Regulation
with detailed
performance
requirement
s
 May apply
fines
Methodology
of Data
collection
 QoS survey
among users
 Data collected
by operators
 Data collected  Quality reports  Data collected  Data collected
by operators by operators
by operators
when
requested
Quality
analysis
periodicity
 Anual
 Quarterly or
biennial
 Anual
 Quarterly
 Biannual
 Quarterly
Changing Regulatory Framework
Viable movement considering the
current diversity and maturity of the
brazilian telecom markets
Ex-ante
intervention
Ex-post
intervention
atual
Performance obligations
Network KPIs monitoring
Transparency of the results
Automatic sanction (fines)
future
Consumer Empowerment
Consumer Experience
Naming and Shame
Responsive approach (risks and evidences)
Changing Regulatory Framework
Viable movement considering the
current diversity and maturity of the
brazilian telecom markets
Ex-ante
intervention
Ex-post
intervention
atual
Less Performance obligations
Monitoring most relevant network KPIs
More Transparency of the results
Automatic sanction (fines)
future
Consumer Empowerment
Consumer Experience
Naming and Shame
Responsive approach (risks and evidences)
New Regulatory Framework
Network
Broaden
the
concept of
Quality
Coverage
Customer Service
Municipal granularity (users
context)
Data
Collection
Flexibility (Apps, embeded
APIs, drive tests, probes)
Respect of consumer
rights
Clear targets for relevant
KPIs
Consumer
Empower
ment
Operators ranked by Network,
Customer Service and Quality
Survey results
Smartphone App for
quality testing and results
transparency
Fonte: Anatel, Consórcio ADVISIA
Biannual/Anual analysis
Responsive approach
(cycles)
Enforcem
ent
Customer compensation
Fines applied just in last
cases
ITU Workshop on QoS and QoE of Multimedia
Applications and Services
Haarlem, The Netherlands, 9-11 May 2016
Thank you!
Tiago Sousa Prado
Specialist on Regulatory Affairs - Advisor - ANATEL/Brazil
tiago.prado@anatel.gov.br