Quality of Telecommunication Services - Brazilian Regulatory Framework Tiago Sousa Prado - Anatel/Brazil [email protected] ITU Workshop on “Quality of Service of Regulatory and Operational Issues” (Dubai, UAE 2-3 November 2014)
Quality of Telecommunication Services - Brazilian Regulatory Framework Tiago Sousa Prado - Anatel/Brazil [email protected] ITU Workshop on “Quality.
Dec 19, 2015
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Quality of Telecommunication Services
-Brazilian Regulatory Framework
Quality of Telecommunication Services
-Brazilian Regulatory Framework
Tiago Sousa Prado - Anatel/Brazil
ITU Workshop on “Quality of Service of Regulatory and Operational Issues”
(Dubai, UAE 2-3 November 2014)
Why to regulate quality?
• Continental territory and 200 million inhabitants
• High population concentration at the coastal region
• Strong socioeconomic differences between regions
• Defficitary telecommunications infrastructure at small and medium cities (pop. < 100.000)
• Lack of competition in service provision at small cities.
Focus of the Quality RegulationFocus of the Quality Regulation
Customer Perception
Survey
Customer Perception
Survey
Specific indicators related with the
provision of Fixed and Mobile Broadband.
Specific indicators related with the
provision of Fixed and Mobile Broadband.
BroadbandBroadband
Assess the key aspects and
requirements for delivering an
adequate service.
Assess the key aspects and
requirements for delivering an
adequate service.
NetworkNetwork
Quality of Customer Services, including
their perception about the service
provision.
Quality of Customer Services, including
their perception about the service
provision.
Customer ServicesCustomer Services
Consumer complaints about
the provision.
Measure aims to provide trend.
Consumer complaints about
the provision.
Measure aims to provide trend.
Customer reactionCustomer reaction
Quality Management
Quality Management
Regulation No. 574/2011 (fixed) and 575/2011 (mobile)lesgislacao.anatel.gov.br
Regulation No. 574/2011 (fixed) and 575/2011 (mobile)lesgislacao.anatel.gov.br
Customer reaction
Customer reaction
Customer ServicesCustomer Services
Comparative
Indexes
Comparative
Indexes
• SMP1 (Complaints on Operator)
• SMP2 (Complaints in Anatel)
• SMP3 (Voice Call Completions to Operators Call Centers)
• SMP1 (Complaints on Operator)
• SMP2 (Complaints in Anatel)
• SMP3 (Voice Call Completions to Operators Call Centers)
• SMP12 e SMP12>60s (Waiting time to speak with attendant of the call center)
• SMP13 e SMP13>10d (Response time to requests from customers in the call center)
• SMP14 (Waiting time in the personal customer service centers)
• SMP12 e SMP12>60s (Waiting time to speak with attendant of the call center)
• SMP13 e SMP13>10d (Response time to requests from customers in the call center)
• SMP14 (Waiting time in the personal customer service centers)
• IDA (Customer Service Performance Index)
• IDQ (Quality Indicators Performance Index)
• IDA (Customer Service Performance Index)
• IDQ (Quality Indicators Performance Index)
• SCM1 (Complaints on Operator)
• SCM2 (Complaints in Anatel)
• SCM3 (Reopened Complaints on Operator)
• SCM1 (Complaints on Operator)
• SCM2 (Complaints in Anatel)
• SCM3 (Reopened Complaints on Operator)
• SCM10 (Waiting time to speak with attendant of the call center).
• SCM11 (Waiting time for installation of the service).
• SCM12 (Network Repair requests).
• SCM13 (Resolution time for network repair requests)
• SCM14 (Resolution time for all requests made in personal customer service centers)
• SCM10 (Waiting time to speak with attendant of the call center).
• SCM11 (Waiting time for installation of the service).
• SCM12 (Network Repair requests).
• SCM13 (Resolution time for network repair requests)
• SCM14 (Resolution time for all requests made in personal customer service centers)
FocusFocus Mobile (voice and data) IndicatorsMobile (voice and data) Indicators Fixed Broadband IndicatorsFixed Broadband Indicators
Customer ReactionCustomer Reaction
Customer ServicesCustomer Services
FocusFocus
Quality of Service IndicatorsQuality of Service Indicators
Voice Network
Voice Network
Data Network
Data Network
• SMP4 (Voice Call Completion)
• SMP5 (Traffic Channel Alocation)
• SMP6 (Text Message Delivery)
• SMP7 (Dropped-call rate)
• SMP4 (Voice Call Completion)
• SMP5 (Traffic Channel Alocation)
• SMP6 (Text Message Delivery)
• SMP7 (Dropped-call rate)
• SMP8 (Successful data Connections)
• SMP9 (Dropping in Data Connections)
• SMP10 (Compliance with Contracted Speed – Instantaneous measurement)
• SMP11 (Compliance with Contracted Speed – Average measurement)
• SMP8 (Successful data Connections)
• SMP9 (Dropping in Data Connections)
• SMP10 (Compliance with Contracted Speed – Instantaneous measurement)
• SMP11 (Compliance with Contracted Speed – Average measurement)
•SCM4 (Compliance with Contracted Speed
– Instantaneous measurement)
•SCM5 (Compliance with Contracted
Speed – Average measurement)
•SCM6 (Bidirectional Latency)
•SCM7 (Jitter)
•SCM8 (Packet Loss Rate)
•SCM9 (Availability)
•SCM4 (Compliance with Contracted Speed
– Instantaneous measurement)
•SCM5 (Compliance with Contracted
Speed – Average measurement)
•SCM6 (Bidirectional Latency)
•SCM7 (Jitter)
•SCM8 (Packet Loss Rate)
•SCM9 (Availability)
FocusFocus Mobile (voice and data) IndicatorsMobile (voice and data) Indicators Fixed Broadband IndicatorsFixed Broadband Indicators
Data Network
Data Network
FocusFocus
Quality of Service IndicatorsQuality of Service Indicators
Data Network IndicatorsData Network Indicators
Data Network IndicatorsData Network Indicators
User’s Perception
Survey
User’s Perception
Survey
• SMP15 (Requests Resolution Capacity)
• SMP16 (Attendant Competence)
• SMP17 (Operators Competence and Organization)
• SMP18 (User Guidance Capacity)
• SMP19 (Billing Procedures)
• SMP20 (Call Quality)
• SMP15 (Requests Resolution Capacity)
• SMP16 (Attendant Competence)
• SMP17 (Operators Competence and Organization)
• SMP18 (User Guidance Capacity)
• SMP19 (Billing Procedures)
• SMP20 (Call Quality)
• SCM15 (Requests Resolution Capacity)
• SCM16 (Attendant Competence)
• SCM17 (Operators Competence and Organization)
• SCM18 (User Guidance Capacity)
• SCM19 (Billing Procedures)
• SCM20 (Technical Support Competence)
• SCM15 (Requests Resolution Capacity)
• SCM16 (Attendant Competence)
• SCM17 (Operators Competence and Organization)
• SCM18 (User Guidance Capacity)
• SCM19 (Billing Procedures)
• SCM20 (Technical Support Competence)
FocusFocus Mobile (voice and data) IndicatorsMobile (voice and data) Indicators Fixed Broadband IndicatorsFixed Broadband Indicators
User’s Perception
Survey
User’s Perception
Survey
FocusFocus
Quality of Service IndicatorsQuality of Service Indicators
Ranking Operators by Quality
• Quality reports are made by Anatel each month
• Operators are ranked in each Brazilian State (27)
• Reports comparing operators are periodically published on the Anatel website and other media
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