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 [email protected]ITU Workshop on Monitoring and Benchmarking of QoS and QoE of Multimedia Services in Mobile Networks (Buenos Aires, Argentina, 24-25 July 2014)
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Buenos Aires, Argentina, 24-25 July 2014 KPIs for voice and SMS services: the case of ARGENTINA Anabel Cisneros Gerencia de Control Comisión Nacional.
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Buenos Aires, Argentina, 24-25 July 2014
KPIs for voice and SMS services:the case of ARGENTINA
ITU Workshop on Monitoring and Benchmarkingof QoS and QoE of Multimedia Services in
Mobile Networks
(Buenos Aires, Argentina, 24-25 July 2014)
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
QoSPERCEIVED BY
CUSTOMER
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
VIDEOCONFERENCINGTxDat, etc.
TELEPHONY
PROPOSED NEW FRAMEWORK
Buenos Aires, Argentina, 24-25 July 2014 4
OVERALL STRUCTURE
DEFINITIONS
INDICATORS
SANCTIONS
AUDIT AND MONITORING
REGULATIONS
Buenos Aires, Argentina, 24-25 July 2014 5
CUSTOMER SATISFACTION INDICATORS
INDICATORSKPIs
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
Buenos Aires, Argentina, 24-25 July 2014 6
NETWORK OPERABILITY INDICATORS
INDICATORSKPIs
Nominal reuse factor
Service accessibility/resource allocation Service accessibility/resource allocation raterate
Service retainability/cut-off rateService 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 rateShort message delivery rate
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 NETWORKS FIXED ACCESS NETWORKS
%95100
1
1
NAD
NAED
C
CRAR
%9.99100
1
1
NAD
NAED
C
CRAR
where:N: Number of days in the monthCAED: Number of daily successful resource allocationsCAD: Number of daily resource allocation attemptsRAR: Resource allocation rate
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 NETWORKS FIXED ACCESS NETWORKS
%1100
1
1
NDRA
NDRLI
C
CCR
%3100
1
1
NDRA
NDRLI
C
CCR
where:N: Number of days in the monthCDRLI: Daily number of resources released involuntarilyCDRA: Daily number of assigned resourcesCR: Cut-off rate
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:
%98100
1
1 N
SMSR
NSMSE
CD
CDSMDR
where:N: Number of days in the monthCDSMSE: Daily number of SMSs deliveredCDSMSR: Daily number of SMSs received by the SMSCSMDR: Short message delivery rate
Buenos Aires, Argentina, 24-25 July 2014 10
More technology and more efficient control to ensure high quality of
the country’s mobile communications
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.
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.
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 involvedand another 300 persons indirectly involved.
GRM PROVINCIAS
1 Buenos Aires Buenos Aires / CABA
2Comodoro Rivadavia
Tierra del Fuego / Santa Cruz / Chubut
3 NeuquénNeuquén / Mendoza/ San Luis / Río Negro / La Pampa