1. 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, July 2012)
Perspectives for the Regulation of QoS/QoE in Africa
Pamela Kadama,
Service Development Specialist, Uganda Communications Commission
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, July 2012

2. 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, July 2012

3. 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.

4. 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

5. 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

6. 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

7. 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

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

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