1. 25/11/20031 End-to-end QoS with the users' point of view QoS Workshop Paris 22 October 2003 P-Y Hébert - AFUTT/ETSI

2. 25/11/20032 QoS in the current Telecom world With the various emerging technologies (Mobiles network, VoIP,VPN) and the current competition Telecom service are delivered with very different QoS levels. To get the QoS they expect users have to rely on regulation or on agreement with their supplier In any case, standards are needed to monitor the QoS provided.

3. 25/11/20033 Users' concerns and QoS standards Today, any technical body in any standardization organization refers to users' QoS requirements. Each of these TBs has different purposes: means to improve the technical QoS measurement methods of the QoS definition of QoS service classes Most of them have in mind the technical quality Few of them are taking into account the whole set of users' concerns about the QoS

4. 25/11/20034 Users' concern fields about QoS Service fields Provision Operation Customer services Billing Other services Market areas Voice Data Internet access Private/public networks

5. 25/11/20035 Users' QoS criteria (1) Provision Preliminary information Completion efficiency Respect of allotted time Contract clarity Contract flexibility

6. 25/11/20036 Users' QoS criteria (2) Operation Service availability Coverage (mobile networks) Unsuccessful call ratio Set-up swiftness Absence of dropouts Speech or data quality Flow rate or transactions time Number of call to report fault. Exchange security Terminal protection

7. 25/11/20037 Users' QoS criteria (3) Customer services Swiftness of after-sales service to answer calls Swiftness to repair Availability of operator services Efficiency of help line Number of call to report fault. Billing Accuracy (counting and tariff) Number of claims Directory service availability Response time Relevance of the answers

8. 25/11/20038 Standards focusing on users' expectations ITU-T Recommendation E.800: "Telephone network and ISDN quality of service, network management and traffic engineering: Terms and definitions related to quality of service and network performance including dependability". ETSI NA (SPAN) ETR 003 (1994-10) General aspects of Quality of Service (QoS) and Network Performance (NP) Now ITU-T G.1000 ITU-T G1010 - Y.1541 - J.163 - X.140

9. 25/11/20039 Standards focusing on users' expectations ETSI STQ EG 201 769 (2000-10) QoS parameter definitions and measurements; Parameters for voice telephony service required under the ONP Voice Telephony Directive 98/10/EC ETSI STQ EG 202 057 User related QoS parameter definitions and measurements(multi-parts deliverable) ETSI STQ TS 102 250 (2003-10) QoS aspects for popular services in GSM and 3G networks

10. 25/11/200310 Standards focusing on users' expectations ETSI TIPHON TR 101 229 End to End Quality of Service in TIPHON Systems ETSI TR 102 276: "User’s Quality of Service Criteria for Internet Access (in Europe)" ETSI UG EG 202 009 (2002-02) Quality of Telecom Services Part 1: Methodology for identification of parameters relevant to the Users Part 2: User related parameters on a service specific basis Part 3: Template for Service Level Agreements (SLA)

11. 25/11/200311 Lacks in current standards Provision Preliminary information Supply time for service access Completion efficiency Contract clarity Contract flexibility

12. 25/11/200312 Lacks in current standards (2) Operation Service availability Coverage (mobile networks) Unsuccessful call ratio Set-up swiftness Absence of dropouts Speech or data quality Flow rate or transactions time Number of call to report fault. Exchange security Terminal protection

13. 25/11/200313 Lacks in current standards (3) Customer services Swiftness of after-sales service to answer calls Efficiency of after-sales service Swiftness to repair Availability of operator services Efficiency of help line

14. 25/11/200314 Lacks in current standards (4) Billing Bill correctness/Accuracy (counting and tariff) Bill presentation quality Number of claims Response time for admin/billing enquiries Other services Directory service availability Response time Relevance of the answers

15. 25/11/200315 Next step: EG 202 009 revision Provision Operation Number of call to report fault. Exchange security Terminal protection Customer services Billing Correctness/Accuracy Bill presentation quality Response time for admin/billing enquiries Other services

16. 25/11/200316 The Challenge Who is willing to help filling the current gaps ?