1. INTUG-Europe1 Quality of Services in a Liberalised Environment: User Concerns in General and Reflections on a recent User Survey on Leased Lines Ernst Weiss INTUG-Europe

2. QUTE’98 Workshop Heidelberg, 14-15 October 1998 Presentation Content: 1. Introduction – Comments to ITU E 800 and ETSI ETR 003 2. QoS in a Liberalised Environment 3. The User Perception of Quality 4. The Degree of User Satisfaction

3. QUTE’98 Workshop Heidelberg, 14-15 October 1998 Presentation Content: 1. Introduction 2. QoS in a Liberalised Environment – Comments how business regards quality as recipient of services 3. The User Perception of Quality 4. The Degree of User Satisfaction

4. QUTE’98 Workshop Heidelberg, 14-15 October 1998 Presentation Content: 1. Introduction 2. QoS in a Liberalised Environment 3. The User Perception of Quality – Cost-price relationship versus technical isolation of problems 4. The Degree of User Satisfaction

5. QUTE’98 Workshop Heidelberg, 14-15 October 1998 Presentation Content: 1. Introduction 2. QoS in a Liberalised Environment 3. The User Perception of Quality 4. The Degree of User Satisfaction: - Reflections on a user survey on leased line qualities

6. QUTE’98 Workshop Heidelberg, 14-15 October 1998 Summary of Leased Line Survey - QoS A. User Requirements 1. Outage Time: 1.1 Maximum Outage Time allowed: 5 hours not reported 12% 30% 48% 5% 5% 1.2 Maximum Availability in Percent: 99.9% not reported 37% 23% 30% 10% 2. Redundancy Requirement: 2.1 Specific Redundancy Provision: Required by: 88% Provided by: User Carrier Third Party 32% 60% 8%

7. QUTE’98 Workshop Heidelberg, 14-15 October 1998 Summary of Leased Line Survey - QoS B. Ordering Leased Lines in Europe 3. Need to order a specific quality over standard offering: 3.1 for delivery timeby 62 % 3.2 for performanceby 37 % 3.3 for availabilityby 53 % 3.4 for repair timeby 55 %

8. QUTE’98 Workshop Heidelberg, 14-15 October 1998 Summary of Leased Line Survey - QoS C. Delivery and Operation of Leased Lines in Europe 4. Satisfaction elements for delivery and operation: General Satisfaction65% generally satisfied 4.1 re delivery time65% satisfied 4.2 re performance after delivery65 % satisfied 4.3 re quality compliance with order75 % satisfied 4.4 re problems during peak hours83 % satisfied

9. QUTE’98 Workshop Heidelberg, 14-15 October 1998 Summary of Leased Line Survey - QoS D. Measurements and Control 5. Performance Measurement: Is performance measured ? 65% regularly measured 5.1 in what intervals ? permanent daily weekly and longer 33% 33% 34% 5.2 by what methods ? Standard Other Manual NMT Records 39% 42% 19% 5.3 are results accepted ? 67 % of self tests are carrier accepted

10. QUTE’98 Workshop Heidelberg, 14-15 October 1998 Summary of Leased Line Survey - QoS E: Complaints 6. Number complaints p.a.: 1 - 5 5 - 10 > 10 not reported 45 % 18 % 25 % 12 % 6.1 response time to complaints: 24 h not reported 52 % 12 % 8 % 28 % 6.2 reimbursement of outage time: 29 % received reimbursement for complaints submitted