Perspectives for the Regulation of QoS/QoE in Africa ITU Workshop on “Workshop on Practical measurement of QoS/QoE Parameters for Regulatory Compliance” (Cotonou, Benin, 16-17 July 2012) Perspectives for the Regulation of QoS/QoE in Africa Pamela Kadama, Service Development Specialist, Uganda Communications Commission pkadama@ucc.co.ug This presentation will focus on the QoS needs in Africa and present perspectives on how regulation might evolve to continually meet these needs in the very challenging market environments in Africa Cotonou, Benin, 16-17 July 2012

The roots of QoS – Factors affecting QoS Regulatory frameworks Content From QoS to QoE The roots of QoS – Factors affecting QoS Regulatory frameworks African QoS/QoE challenges Towards QoE and beyond This presentation will focus on the QoS needs in Africa and present perspectives on how regulation might evolve to continually meet these needs in the very challenging market environments in Africa Cotonou, Benin, 16-17 July 2012

The shift from QoS to QoE The overall acceptability of an application or service, as perceived subjectively by the end-user. The totality of characteristics of a telecommunication service that bear on its ability to satisfy stated and implied needs of the user of the service Change in technology The four viewpoint model presented within ITU-T G.1000 provides a framework through which QoS has been defined for a long time now Changes in technology is tipping the definition more towards the user side of things inevitably.

Factors influencing QoS/QoE frameworks Europe & North America Africa Dominance of fixed line networks and services Customer Base empowered Dominantly mobile networks and services Customer base not empowered Frameworks for QoS & QoE form a base for conceptualisation of how to handle QoS in Africa, but to a good extent, there is need to adapt these frameworks to unique African needs Characteristics of Customer base determine usage patterns, ARPUs, and to a good extent the relevance of services offered User Behaviour is a key factor that affects QoS Perceptions

Regulatory approaches Africa Europe & North America Enforcement approach: the regulator defines the QoS parameters and benchmark standards with which operators must comply Encouragement approach: the regulator relies on competition and publicity to empower consumers to make informed choices and switch providers. “In practice, regulators are likely to adopt a mixture of the two. Within the European Union, the regulatory framework for QoS reporting is part of consumer protection legislation enacted through the Universal Services Directive. The QoS requirements allow regulators both flexibility and discretion as to whether to impose minimum quality of service standards and the parameters to be measured. This is important as the measures likely to be of most interest to consumers are constantly evolving. In the United Kingdom, for example, Ofcom has directed fixed voice providers to publish QoS parameters covering supply times; fault rates and fault repair; complaints resolution and upheld billing complaints4. Ofcom does not set or monitor benchmark standards for the parameters. Instead the results are published on an independent website which enables consumers to compare QoS across providers and empowers them to switch if dissatisfied. The mobile operators are not directed to publish QoS information but are encouraged to do so. Comparable, independent information on mobile network voice call quality is updated fortnightly on an independent website . All of the measures are subject to review, with a view to extending the initiatives to include, for example, broadband QoS and mobile customer service. This presentation focuses on the “encouragement” approach such as that of Ofcom because in order for QoS initiatives to be meaningful to consumers the information must keep pace with changing technological and market developments. The communication providers are best placed to provide the relevant QoS indicators in a timely fashion.” –Rosalind Stevens –ITU Gobal Symposium for regulators - 2007

The African QoS/QOE Challenge The RISE and FALL of voice services Insignificant time for establishment of Voice QoS frameworks The RISE and REIGN of Value added services More relevant to users but not for regulators Present Old perspectives and corresponding challenges Most African Countries have adopted the enforcement approach with very limited aspects of the encouragement approach – This could be due to largely un - empowered customer bases Regulation based on core/basic service – complementary service models Most African’s cant afford a minute of voice calls – advent of per second billing VAS on the other hand is quite affordable for the Value provided

New perspectives or approaches for regulation of QoS in Africa Spectrum? Focus of regulation User behaviour Vs operator constraints The role of Standardisation Information is key Focus on customer facing aspects as opposed to technically driven aspects Independent evaluation of services used (Choices have been provided , customers now need information to make those decisions) New services and technologies broadband – New and future perspectives, standardisation and what role it will play

Conclusions and Recommendations Consumers are key Leverage rather than replicate standards ‘Partner’ instead of ‘Police’ Cotonou, Benin, 16-17 July 2012

Let African QoS needs drive the African QoS agenda!!!! Conclusion Let African QoS needs drive the African QoS agenda!!!!