1. Buenos Aires, Argentina, 24-25 July 2014 ​ KPIs for voice and SMS services: the case of ARGENTINA Anabel Cisneros Gerencia de Control Comisión Nacional de Comunicaciones acisneros@cnc.gov.ar ITU Workshop on Monitoring and Benchmarking of QoS and QoE of Multimedia Services in Mobile Networks (Buenos Aires, Argentina, 24-25 July 2014)

2. Buenos Aires, Argentina, 24-25 July 2014 2 QoS RECOMMENDATION ITU-T G.1000 CUSTOMER PROVIDER CUSTOMER’S QoS REQUIREMENTS QoS OFFERED BY PROVIDER QoS ACHIEVED BY PROVIDER QoS PERCEIVED BY CUSTOMER

3. Buenos Aires, Argentina, 24-25 July 2014 3 CONSIDERATIONS INCORPORATED IN THE QoS REGULATIONS PREVIOUS REGULATORY FRAMEWORK FIXED AND MOBILE NETWORKS CIRCUIT AND PACKET SWITCHING INTERNET VIDEO CONFERENCING TxDat, etc. TELEPHONY PROPOSED NEW FRAMEWORK

4. Buenos Aires, Argentina, 24-25 July 2014 4 OVERALL STRUCTURE DEFINITIONS INDICATORSSANCTIONSAUDIT AND MONITORING REGULATIONS

5. Buenos Aires, Argentina, 24-25 July 2014 5 CUSTOMER SATISFACTION INDICATORS INDICATORS KPIs Customer complaints to provider Repeated complaints to provider Complaints to the enforcement authority Operator’s response to customer Complaints concerning prepaid account balances Complaints concerning invoicing Delay in requested service becoming operational

6. Buenos Aires, Argentina, 24-25 July 2014 6 NETWORK OPERABILITY INDICATORS INDICATORS KPIs Nominal reuse factor Service accessibility/resource allocation rate Service retainability/cut-off rate Transmission time compliance rate Packet-loss rate Maximum fluctuation compliance rate Synchronism compliance rate Effective mean transfer velocity compliance rate Short message delivery rate

7. Buenos Aires, Argentina, 24-25 July 2014 7 NETWORK OPERABILITY INDICATORS INDICADORES Service accessibility indicator This indicator is obtained from the resource allocation rate (RAR), which is defined as the percentage ratio of successful allocations of resources required for a given call to the total number of attempted allocations. Measurements need to be taken on a daily basis and at the time of peak traffic. The indicator is obtained from the monthly sum of daily values using the following formula: MOBILE ACCESS NETWORKSFIXED ACCESS NETWORKS where: N:Number of days in the month C AED :Number of daily successful resource allocations C AD :Number of daily resource allocation attempts RAR:Resource allocation rate

8. Buenos Aires, Argentina, 24-25 July 2014 8 NETWORK OPERABILITY INDICATORS INDICADORES Service retainability (SR) indicator This indicator is obtained from the cut-off rate (CR), defined as the number of established calls that are released for a reason other than intentional by any of the parties involved in the call as a percentage of the total quantity of resources allocated for traffic management purposes. This is measured daily at the time of peak traffic. The indicator is obtained from the monthly sum of daily values using the following formula : MOBILE ACCESS NETWORKSFIXED ACCESS NETWORKS where: N:Number of days in the month C DRLI :Daily number of resources released involuntarily C DRA :Daily number of assigned resources CR:Cut-off rate

9. Buenos Aires, Argentina, 24-25 July 2014 9 NETWORK OPERABILITY INDICATORS INDICADORES Short-message delivery rate (SMDR) The short message delivery rate is the percentage ratio of the quantity of short messages actually delivered by the short message service centre to the total quantity of short messages received by the centre. The indicator is obtained from the monthly sum of daily values using the following formula: where: N:Number of days in the month CD SMSE :Daily number of SMSs delivered CD SMSR :Daily number of SMSs received by the SMSC SMDR:Short message delivery rate

10. Buenos Aires, Argentina, 24-25 July 2014 10 More technology and more efficient control to ensure high quality of the country’s mobile communications

11. Buenos Aires, Argentina, 24-25 July 2014 11 Benefits to customers Assured QoS through more efficient control of mobile communications. Measurements geared to the user’s experience of the service. Simultaneous testing of voice and data services using the operators’ different technologies (2G, 3G and preparation for 4G). Audits of network deployment by mobile operators throughout the national territory.

12. Buenos Aires, Argentina, 24-25 July 2014 12 Technology acquired  The State has invested more than 15 000 billion pesos to purchase the latest hardware, comprising eight simultaneous measurement systems, ten manual systems and two post-processing systems to measure the QoS parameters of mobile communication services.  The equipment has been fitted in a new fleet of vehicles adapted for carrying out such monitoring functions.  A laboratory has been set up in which services are monitored locally while specialists carry out continual checks together with technicians, from all parts of the country, trained to carry out field audits.

13. Buenos Aires, Argentina, 24-25 July 2014 13 Deployment at federal level Teams will be distributed throughout the country in six regional mobile groups (RMGs) tasked with carrying out measurements in all parts of the national territory, with 25 technicians, engineers and specialists directly involved and another 300 persons indirectly involved. GRMPROVINCIAS 1Buenos Aires Buenos Aires / CABA 2 Comodoro Rivadavia Tierra del Fuego / Santa Cruz / Chubut 3Neuquén Neuquén / Mendoza/ San Luis / Río Negro / La Pampa 4Córdoba Córdoba / Santa Fe San Juan / La Rioja 5Salta Salta / Jujuy / Catamarca / Tucumán / Sgo. del Estero 6Posadas Misiones / Formosa / Chaco / Corrientes / Entre Ríos RMG PROVINCES RGM 1 RGM 2 RGM 3 RGM 4 RGM 5 RGM 6

14. Buenos Aires, Argentina, 24-25 July 2014 14 Logistics Each RMG has a measurement plan which must include details of: Province District / locality Population Estimated number of measurements Estimated travel time (ETT) Assignment / order of sections Section of road / km Transfer time Total monitoring time PROVINCE DISTRICT LOCALITY POP ROAD FROM TRANSFER TIME (min) TOTAL TIME (min)

15. Buenos Aires, Argentina, 24-25 July 2014 15 Planning Phase 1 Pilot test Base locations of each RMG Phase 2 Major cities Provincial capitals Cities with more than 100 000 inhabitants Phase 3 Annual inspection planning

16. Buenos Aires, Argentina, 24-25 July 2014 16 Planning With the planning as envisaged, the entire country will be covered in one and a half years.

17. Buenos Aires, Argentina, 24-25 July 2014 17 Post-processing Once an RMG has completed its assignment, it sends all the data obtained for technical auditing. The raw data will be stored in a central server for post-processing in the APTCT servers. Central server Post-processing servers Storage RMG

18. Buenos Aires, Argentina, 24-25 July 2014 18 Becoming informed in order to select  The map shows the results obtained for calls made in Commune 1 with the service provided by one operator. Completed: i.e. calls succeeded. Interrupted: The connection was made but the call was interrupted for reasons not connected with the user. Failed: Call attempted but unsuccessful. Percentage of calls

19. SwissQual - Diversity Benchmarker II Buenos Aires, Argentina, 24-25 July 2014 19

20. Buenos Aires, Argentina, 24-25 July 2014 20 QUALITY OF SERVICE INDICATORS MOBILE COMMUNICATION SERVICE REPORT PERIOD: First quarter of 2014 – weighted values March Short message delivery rate ProviderIndicator AMX Argentina S.A.No data Telecom Personal S.A.99.09% Nextel Argentina S.R.L.98.44% AMX Argentina S.A.99.30% Provider First quarter target Provider First quarter target No. of local areas covered Met Not met % of local areas concerned Indicator Minimum Maximum National average 98.30% 98.65% 100.00% 97.03% 1.70% 1.35% 0.00% 2.97% 64.46% 61.28% 95% 19.80% 100%97.30% 99.21% 99.52% 99.02% 98.50% 98.28% 95.64% 100.00% 1.50% 1.72% 0.00% 4.36% 18.37% 14.24% 1.90% 20.47% 0.09% 0.22% 0.19% 1.24% 1.91% 0.73% 1.88%

21. Buenos Aires, Argentina, 24-25 July 2014 21 QUALITY OF SERVICE INDICATORS MOBILE COMMUNICATION SERVICE REPORTING PERIOD: First quarter 2014 – Weighted values (March) 96.0% 96.5% 97.0% 97.5% 98.0% 99.0% 98.5% 100.0% 99.5% 0.0%0.5%1.0%1.5% 2.0%2.5% RETAINABILITY ACCESSIBILITY

22. Buenos Aires, Argentina, 24-25 July 2014 22 Thank you!