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
•
SMP1 (Complaints on Operator)
•
SCM1 (Complaints on Operator)
•
SMP2 (Complaints in Anatel)
•
SCM2 (Complaints in Anatel)
•
SMP3 (Voice Call Completions to Operators Call
Centers)
•
SCM3 (Reopened Complaints on Operator)
•
SCM10 (Waiting time to speak with attendant
of the call center).
•
SMP12 e SMP12>60s (Waiting time to speak
with attendant of the call center)
•
SCM11 (Waiting time for installation of the
service).
•
SMP13 e SMP13>10d (Response time
requests from customers in the call center)
•
SCM12 (Network Repair requests).
•
SMP14 (Waiting time in the personal customer
service centers)
•
SCM13 (Resolution time for network repair
requests)
•
SCM14 (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
•
SMP4 (Voice Call Completion)
•SCM4 (Compliance with Contracted Speed
•
SMP5 (Traffic Channel Alocation)
– Instantaneous measurement)
•
SMP6 (Text Message Delivery)
•
SMP7 (Dropped-call rate)
•SCM5 (Compliance with Contracted Speed
– Average measurement)
•
SMP8 (Successful data Connections)
•
SMP9 (Dropping in Data Connections)
•
SMP10 (Compliance with Contracted
Speed – Instantaneous measurement)
•SCM8 (Packet Loss Rate)
SMP11 (Compliance with Contracted
Speed – Average measurement)
•SCM9 (Availability)
•
Focus
•SCM6 (Bidirectional Latency)
•SCM7 (Jitter)
Data
Network
Data Network Indicators
Instantaneous Speed
(fixed and mobile)
SMP10 e SCM4
Average Speed
(fixed and mobile)
SMP11 e SCM5
Bidirectional Latency (fixed)
SCM6
Jitter (fixed)
SCM7
Packet Loss Rate (fixed)
SCM8
Availability (fixed)
SCM9
•20% of the contracted speed (1st year)
•30% of the contracted speed (2nd year)
•40% of the contracted speed (3rd year and ahead)
•60% of the contracted speed (1st year)
•70% of the contracted speed (2nd year)
•80% of the contracted speed (3rd year and ahead)
•Target: less than 80ms (terrestrial) and 900ms
(satellite)
• Target: less than 50ms
• 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: PwC (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
User’s
Perception
Survey
Mobile (voice and data) Indicators
Fixed Broadband Indicators
•
SCM15
Capacity)
(Requests
Focus
Resolution
•
SMP15 (Requests Resolution Capacity)
•
SMP16 (Attendant Competence)
•
SCM16 (Attendant Competence)
•
SMP17 (Operators Competence and
Organization)
•
SCM17 (Operators Competence and
Organization)
•
SMP18 (User Guidance Capacity)
•
SCM18 (User Guidance Capacity)
•
SMP19 (Billing Procedures)
•
SCM19 (Billing Procedures)
•
SMP20 (Call Quality)
•
SCM20
(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 2Mbps
and more than 2Mbps 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