Workshop on Delivering Good Quality Telecommunications Service in a Safe
Environment in AfricaNairobi, Kenya26-31 July, 2010
ITU-T Recommendations and other International Standards Relevant to QOS/QOE
Daniel K. WaturuManager /Telecoms Compliance
Communications Commission of KenyaChairman-ITU-T SG12 RG-AFR
Nairobi, Kenya, 26 July 2010
Introduction
ITU-T Rec. E. 800 defines QoS as “collective effect of service performance which determines the degree of satisfaction of a user of the service”
ITU-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”
QoE includes complete end-to-end system effects (client, terminal, network and service infrastructure)
Overall acceptability may be influenced by user expectations and context.
Nairobi, Kenya, 26 July 2010
Why the need for good QoS/QoE? For the development of telecommunications products and services
acceptable to the industry and users/consumers Making interconnected networks work seamlessly well together
(inter-operability) Ensure consumers get value for money Mobile has become de facto means of communications in Africa Signal Availability (QoS/QoE) on mobile networks is essential for
economic and social survival in Africa Necessary for effective e-communications such as e-government,
e-money transfer (MPESA) e-education ,e-election results etc Ensure fulfillment of universal access Encourage fair competition-good quality (and not necessarily
price) will guarantee customer retention
Nairobi, Kenya, 26 July 2010
ITU-T QoS Perspective
ITU-T Recommendation E.800 has four (4) QoS view
points namely:
Customer's QoS requirements; Service Provider's offerings of QoS (or
planned/targeted QoS); QoS achieved or delivered; Customer 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
ITU-T Four Views QoS Perspective
Customer Service Provider
Achieved or delivered QoS
Customer received QoS
Customer's QoS requirements
Service Provider's offerings of QoS
Nairobi, Kenya, 26 July 2010
QoS Parameters
Are also called; metrics, indicators, measures, determinants Are premised on indicators such as: speed, accuracy,
availability, reliability, security, simplicity, satisfaction Characterize the QoS level of the service being offered to the
satisfaction of the user Ensure the users of a services are getting QoS levels matching
what they are paying for Used in development and implementation of SLA Can 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
QoS Targets
Also 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
Used to maintain good QoS levels based on international, local or benchmarked standards
Used to improve QoS levels following consumer complaints
Nairobi, Kenya, 26 July 2010
Parameters for Different Telecoms Services (contd).
Fixed Telephony: Service Supply Time Fault Report Rate Fault Repair Time Call Success Rate Call Set-up Time Response time for operator service (call centers) Response time for directory enquiry service Billing accuracy Billing Complaints Resolution time Call Connection Delay Ratio of working payphones
Nairobi, Kenya, 26 July 2010
Parameters for Different Telecoms Services (Contd)
Mobile Telephony Service
No significant difference with fixed telephony
parameters: Service Supply Time Fault Report Rate Fault Repair Rate Call Center Answer Time Billing and Tariff Accuracy Completed Calls Dropped Calls Blocked Calls Speech Quality (MOS, PESQ)
Nairobi, Kenya, 26 July 2010
Parameters for Different Telecoms Services (Contd)
Mobile Telephony (contd) SMS Message Transmission Success Rate Call Set-up Time Handover Success Rate Geographic Coverage Received Signal Strength (RxLv) Received Signal Quality (Rx Qual)
Nairobi, Kenya, 26 July 2010
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. Bandwidth Latency BER Jitter and Jitter Variations Throughput Data Transmission Success Rate Internet Session Login Success Rate
Nairobi, Kenya, 26 July 2010
QoS Measurement Method
Objective- circuits attributes, networks, signals Subjective-through customer satisfaction surveys Subjective good- fits the QoS definition but time consuming Therefore a mix of the two methods recommended
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Enforcing Compliance
Regulators monitor, measure and enforce operators’ obligationsObligations normally in licenses or regulationsEnforcements sometimes entails consultationsRegulator needs techniques to ensure compliance even after consultation
Nairobi, Kenya, 26 July 2010
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
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
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
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
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
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
List of ITU-T QoS-related Recommendations and other international QoS standards
No. Organization Standard Content
1 ITU-T ITU-T Rec. G.109 Definition of categories of speech transmission quality
2 ITU-T Rec. G.1010 End-user multimedia QoS categories
3 ITU-T Rec. G.1000 Communications quality of service: A framework and definitions
Nairobi, Kenya, 26 July 2010
List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.)
4 ITU-T Rec. E.800 Terms and definitions related to QoS/NP including dependability
5 ITU-T Rec. I. 350 General aspects of quality of service and network performance in digital networks including ISDN
6 ITU-T Rec. X.641 Information Technology-QoS Framework
Nairobi, Kenya, 26 July 2010
List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.)
7 ITU-T Rec. G.107 E- Model. A computational model for use in transmission planning
8 ITU-T Rec. G.1000 Communications quality of service. A framework and Definition
9 ITU-T Rec. E.801 Framework for service quality agreement
Nairobi, Kenya, 26 July 2010
List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.)
10 ITU-T Rec. E 802 Framework and methodology for the determination and application of QoS parameters
11 ITU-T Rec. E.860 Framework of service level agreement
12 ITU-T Rec. P. 10/G.100
Vocabulary for performance and quality of service-Definition of QoE
Nairobi, Kenya, 26 July 2010
List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.)
13 ITU-T Rec. P. 800 Methods for subjective determination of transmission quality
14 ITU-T Rec. P. 862 Perceptual evaluation of speech quality (PESQ). An objective method for end-to-end speech quality
15 ITU-T Rec. Y.1540 IP packet transfer and availability
Nairobi, Kenya, 26 July 2010
List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.)
16 ITU-T Rec. Y. 1541 Network performance objectives for IP-based services
17 ITU-T Rec. Y. 1542 Framework for achieving end-to-end IP Performance Objectives
18 ITU-T Rec. X.140 QoS parameters for public data networks
Nairobi, Kenya, 26 July 2010
List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.)
19 ISO EN ISO 9000:2000 Quality management systems. Fundamentals and vocabulary
20 EN ISO 9001:2000 Quality management systems. Requirements
21 EN ISO 9004:2000 Quality management systems. Guidelines for performance improvements
Nairobi, Kenya, 26 July 2010
List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.)
22 ETSI EG 202 086 Objectives and principles for "traditional quality" telephone service
23 EG 201 377-1 Part 1: Introduction to objective comparison measurement methods for one-way speech quality across networks
24 EG 201 377-3 Part 3: Non-intrusive objective measurement methods applicable to networks and links with classes of services
Nairobi, Kenya, 26 July 2010
List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.)
25 EG 201 474 Speech transmission quality across multiple interconnected networks
26 EG 201 769 QoS parameters of voice telephony required under ONP Voice Telephony Directive 98/10/EC
27 EG 202 009-1 Part 1: Methodology for identification of parameters relevant to the Users
Nairobi, Kenya, 26 July 2010
List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.)
28 EG 202 009-2 Part 2: User related parameters on a service specific basis
29 EG 202 009-3 Part 3: Template for Service Level Agreements (SLA)
30 EG 202 057-1 User-related QoS parameter definitions and measurements Part 1: General
Nairobi, Kenya, 26 July 2010
List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.)
31 EG 202 057-2 User-related QoS parameter definitions and measurements Part 2: Voice telephony, Group 3 fax and modem data services
32 EG 202 057-3 User related QoS parameter definitions and measurements Part 3: QoS parameters specific to public land mobile networks (PLMN)
33 EG 202 057-4 User related QoS parameter definitions and measurements Part 4: Internet Access
Nairobi, Kenya, 26 July 2010
List of ITU-T QoS-related Recommendations and other international QoS standards (Contd.)
34 IETF RFC 1633, QoS in intserv
35 RFC 2475 QoS in diffserv
36 RFC 3031 MPLS
37 RSVP 2205-2209 RSVP
Nairobi, Kenya, 26 July 2010
Thank you
Merci
Ahsante
Nairobi, Kenya, 26 July 2010
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