1. Workshop on Delivering Good Quality Telecommunications Service in a Safe Environment in Africa Nairobi, Kenya 26-31 July, 2010 ITU-T Recommendations and other International Standards Relevant to QOS/QOE Daniel K. Waturu Manager /Telecoms Compliance Communications Commission of Kenya Chairman-ITU-T SG12 RG-AFR Nairobi, Kenya, 26 July 2010

2. Introduction I TU-T Rec. E. 800 defines QoS as collective effect of service performance which determines the degree of satisfaction of a user of the service I TU-T Recommendation P.10/G.100, defines Quality of Experience (QoE) as, the overall acceptability of an application or service, as perceived subjectively by the end-user Q oE includes complete end-to-end system effects (client, terminal, network and service infrastructure) O verall acceptability may be influenced by user expectations and context. Nairobi, Kenya, 26 July 2010

3. Why the need for good QoS/QoE? F or the development of telecommunications products and services acceptable to the industry and users/consumers M aking interconnected networks work seamlessly well together (inter-operability) E nsure consumers get value for money M obile has become de facto means of communications in Africa S ignal Availability (QoS/QoE) on mobile networks is essential for economic and social survival in Africa N ecessary for effective e-communications such as e-government, e-money transfer (MPESA) e-education,e-election results etc E nsure fulfillment of universal access E ncourage fair competition-good quality (and not necessarily price) will guarantee customer retention Nairobi, Kenya, 26 July 2010

4. ITU-T QoS Perspective ITU-T Recommendation E.800 has four (4) QoS view points namely: C ustomer's QoS requirements; S ervice Provider's offerings of QoS (or planned/targeted QoS); Q oS achieved or delivered; C ustomer Survey ratings of received QoS. The closer the 4 view points are in a given service, the better the QoS delivered. Nairobi, Kenya, 26 July 2010

5. ITU-T Four Views QoS Perspective CustomerService Provider Achieved or delivered QoS Customer received QoS Customer's QoS requirements Service Provider's offerings of QoS Nairobi, Kenya, 26 July 2010

6. QoS Parameters A re also called; metrics, indicators, measures, determinants A re premised on indicators such as: speed, accuracy, availability, reliability, security, simplicity, satisfaction C haracterize the QoS level of the service being offered to the satisfaction of the user E nsure the users of a services are getting QoS levels matching what they are paying for U sed in development and implementation of SLA C an be classified as; objective-measurements of physical attributes of a circuit, system, network etc or subjective- conducting of customer opinion surveys Nairobi, Kenya, 26 July 2010

7. QoS Targets A lso called; objectives, benchmarks, thresholds, minimum standards, reference values etc A potential value (or range of values) to be achieved to ensure satisfaction with service delivery U sed to maintain good QoS levels based on international, local or benchmarked standards U sed to improve QoS levels following consumer complaints Nairobi, Kenya, 26 July 2010

8. Parameters for Different Telecoms Services (contd). Fixed Telephony: S ervice Supply Time F ault Report Rate F ault Repair Time C all Success Rate C all Set-up Time R esponse time for operator service (call centers) R esponse time for directory enquiry service B illing accuracy B illing Complaints Resolution time C all Connection Delay R atio of working payphones Nairobi, Kenya, 26 July 2010

9. Parameters for Different Telecoms Services (Contd) Mobile Telephony Service No significant difference with fixed telephony parameters: S ervice Supply Time F ault Report Rate F ault Repair Rate C all Center Answer Time B illing and Tariff Accuracy C ompleted Calls D ropped Calls B locked Calls S peech Quality (MOS, PESQ) Nairobi, Kenya, 26 July 2010

10. Parameters for Different Telecoms Services (Contd) Mobile Telephony (contd) S MS Message Transmission Success Rate C all Set-up Time H andover Success Rate G eographic Coverage R eceived Signal Strength (RxLv) R eceived Signal Quality (Rx Qual) Nairobi, Kenya, 26 July 2010

11. Parameters for Different Telecoms Services (contd) Data Networks and Internet QoS parameters-cannot be isolated from the fixed or mobile telephony parameters due to convergence of technologies. IP packets are used in both fixed and mobile services. B andwidth L atency B ER J itter and Jitter Variations T hroughput D ata Transmission Success Rate I nternet Session Login Success Rate Nairobi, Kenya, 26 July 2010

12. QoS Measurement Method O bjective- circuits attributes, networks, signals S ubjective-through customer satisfaction surveys S ubjective good- fits the QoS definition but time consuming T herefore a mix of the two methods recommended Nairobi, Kenya, 26 July 2010

13. Enforcing Compliance R egulators monitor, measure and enforce operators obligations O bligations normally in licenses or regulations E nforcements sometimes entails consultations R egulator needs techniques to ensure compliance even after consultation Nairobi, Kenya, 26 July 2010

14. Enforcing Compliance (Contd) Some of the enforcement methods are: Publication of QoS measurement results Reprimands Directives Imposition of Penalties Requiring operators/service providers compensate their customers Imposition of embargos to persistent violators (no Gvt Contracts) License Revocation-as a last resort Encourage Self Regulation- Nairobi, Kenya, 26 July 2010

15. Enforcing Compliance (Contd) Service Level Agreements (SLA) Signed between service providers or between service providers and their customers Define service characteristics, responsibilities and priorities between parties May include statements on specific performance, billing, QoS levels etc May also include remedies for breach Regulator needs to enforce SLA where parties fail to do so Nairobi, Kenya, 26 July 2010

16. International Standards Developing Organizations (SDOs) Besides ITU-T, other international telecommunications standardization development organizations (SDOs)exist ISO, ETSI,IETF, INTUG, ETNO, QuEST Forum, etc They deal with the general and special telecommunications quality of service issues. Nairobi, Kenya, 26 July 2010

17. International Standards Developing Organizations (SDOs) (Contd.) ITU-T organizes its work in study groups subdivided into working parties. SG12 is the lead SG in the performance, QoS and QoE. One of its affiliates is SG12 RG-AFR Most of the ITU-T Recommendations dealing with QoS exist in the E, G, I, M, Q, P, X and Y series. Nairobi, Kenya, 26 July 2010

18. International Standards Developing Organizations (SDOs) (Contd.) ITU-T gathers together Governments, National telecommunication administrations. Recognized operating agencies. Manufacturers. Service providers. Scientific and industrial organizations Consumer protection groups Nairobi, Kenya, 26 July 2010

19. International Standards Developing Organizations (SDOs) (Contd.) In addition, Quality of Services Development Group (QSDG) is involved in QoS/QoE. Its main aim is to improve the quality of international telecommunication services. Its activities were transferred from SG2 to SG12 during the WTSA08 in Johannesburg, South Africa in 2008. Held its last meeting in Maputo, Mozambique Nairobi, Kenya, 26 July 2010

20. List of ITU-T QoS-related Recommendations and other international QoS standards No.OrganizationStandardContent 1ITU-TITU-T Rec. G.109Definition of categories of speech transmission quality 2ITU-T Rec. G.1010End-user multimedia QoS categories 3ITU-T Rec. G.1000Communications quality of service: A framework and definitions Nairobi, Kenya, 26 July 2010

21. List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.) 4ITU-T Rec. E.800Terms and definitions related to QoS/NP including dependability 5ITU-T Rec. I. 350General aspects of quality of service and network performance in digital networks including ISDN 6ITU-T Rec. X.641Information Technology-QoS Framework Nairobi, Kenya, 26 July 2010

22. List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.) 7ITU-T Rec. G.107E- Model. A computational model for use in transmission planning 8ITU-T Rec. G.1000Communications quality of service. A framework and Definition 9ITU-T Rec. E.801Framework for service quality agreement Nairobi, Kenya, 26 July 2010

23. List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.) 10ITU-T Rec. E 802Framework and methodology for the determination and application of QoS parameters 11ITU-T Rec. E.860Framework of service level agreement 12ITU-T Rec. P. 10/G.100 Vocabulary for performance and quality of service- Definition of QoE Nairobi, Kenya, 26 July 2010

24. List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.) 13ITU-T Rec. P. 800Methods for subjective determination of transmission quality 14ITU-T Rec. P. 862Perceptual evaluation of speech quality (PESQ). An objective method for end-to-end speech quality 15ITU-T Rec. Y.1540IP packet transfer and availability Nairobi, Kenya, 26 July 2010

25. List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.) 16ITU-T Rec. Y. 1541Network performance objectives for IP- based services 17ITU-T Rec. Y. 1542Framework for achieving end-to- end IP Performance Objectives 18ITU-T Rec. X.140QoS parameters for public data networks Nairobi, Kenya, 26 July 2010

26. List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.) 19ISOEN ISO 9000:2000Quality management systems. Fundamentals and vocabulary 20EN ISO 9001:2000Quality management systems. Requirements 21EN ISO 9004:2000Quality management systems. Guidelines for performance improvements Nairobi, Kenya, 26 July 2010

27. List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.) 22ETSIEG 202 086Objectives and principles for "traditional quality" telephone service 23EG 201 377-1Part 1: Introduction to objective comparison measurement methods for one-way speech quality across networks 24EG 201 377-3Part 3: Non-intrusive objective measurement methods applicable to networks and links with classes of services Nairobi, Kenya, 26 July 2010

28. List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.) 25EG 201 474Speech transmission quality across multiple interconnected networks 26EG 201 769QoS parameters of voice telephony required under ONP Voice Telephony Directive 98/10/EC 27EG 202 009-1Part 1: Methodology for identification of parameters relevant to the Users Nairobi, Kenya, 26 July 2010

29. List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.) 28EG 202 009-2Part 2: User related parameters on a service specific basis 29EG 202 009-3Part 3: Template for Service Level Agreements (SLA) 30EG 202 057-1User-related QoS parameter definitions and measurements Part 1: General Nairobi, Kenya, 26 July 2010

30. List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.) 31EG 202 057-2User-related QoS parameter definitions and measurements Part 2: Voice telephony, Group 3 fax and modem data services 32EG 202 057-3User related QoS parameter definitions and measurements Part 3: QoS parameters specific to public land mobile networks (PLMN) 33EG 202 057-4User related QoS parameter definitions and measurements Part 4: Internet Access Nairobi, Kenya, 26 July 2010

31. List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.) 34IETF RFC 1633, QoS in intserv 35 RFC 2475 QoS in diffserv 36RFC 3031MPLS 37RSVP 2205-2209RSVP Nairobi, Kenya, 26 July 2010

32. Thank you Merci Ahsante Nairobi, Kenya, 26 July 2010