​KPIs for voice and SMS services: the case of ARGENTINA

1. ITU Workshop on Monitoring and Benchmarkingof QoS and QoE of Multimedia Services in Mobile Networks (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

2. RECOMMENDATION ITU-T G.1000 CUSTOMER PROVIDER CUSTOMER’S QoS REQUIREMENTS QoS OFFERED BY PROVIDER QoS PERCEIVED BY CUSTOMER QoS ACHIEVED BY PROVIDER QoS

3. CONSIDERATIONS INCORPORATED IN THE QoS REGULATIONS FIXED AND MOBILE NETWORKS TELEPHONY PROPOSED NEW FRAMEWORK PREVIOUS REGULATORY FRAMEWORK INTERNET VIDEO CONFERENCING TxDat, etc. CIRCUIT AND PACKET SWITCHING

4. OVERALL STRUCTURE DEFINITIONS INDICATORS REGULATIONS SANCTIONS AUDIT AND MONITORING

5. CUSTOMER SATISFACTION INDICATORS • 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 INDICATORS KPIs

6. NETWORK OPERABILITY INDICATORS • Nominal reuse factor • Serviceaccessibility/resourceallocationrate • Service retainability/cut-off rate • Transmission time compliancerate • Packet-lossrate • Maximumfluctuationcompliancerate • Synchronismcompliancerate • Effective mean transfer velocitycompliancerate • Short messagedeliveryrate INDICATORS KPIs

7. NETWORK OPERABILITY INDICATORS 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:  INDICADORES MOBILE ACCESS NETWORKS FIXED ACCESS NETWORKS where: N: Number of days in the month CAED: Number of daily successful resource allocations CAD: Number of daily resource allocation attempts RAR: Resource allocation rate Buenos Aires, Argentina, 24-25 July 2014 7

8. NETWORK OPERABILITY INDICATORS 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 : INDICADORES MOBILE ACCESS NETWORKS FIXED ACCESS NETWORKS where: N: Number of days in the month CDRLI: Daily number of resources released involuntarily CDRA: Daily number of assigned resources CR: Cut-off rate

9. NETWORK OPERABILITY INDICATORS 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:  INDICADORES where: N: Number of days in the month CDSMSE: Daily number of SMSs delivered CDSMSR: Daily number of SMSs received by the SMSC SMDR: Short message delivery rate Buenos Aires, Argentina, 24-25 July 2014 9

10. More technology and more efficient control to ensure high quality of the country’s mobile communications

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. 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. 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. RMG PROVINCES RGM 1 RGM 2 RGM 3 RGM 4 RGM 5 RGM 6

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 ROADFROM TRANSFERTIME (min) TOTALTIME (min) PROVINCE POP LOCALITY DISTRICT

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. Planning With the planning as envisaged, the entire country will be covered in one and a half years.

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. Post-processing servers Storage Central server RMG

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

20. QUALITY OF SERVICE INDICATORSMOBILE COMMUNICATION SERVICE REPORT PERIOD: First quarter of 2014 – weighted values March % of local areas concerned Indicator Met No. of local areas covered Firstquarter target Provider Notmet Nationalaverage Maximum Minimum 1.70% 98.30% 64.46% 100% 97.30% 61.28% 1.35% 98.65% 99.21% 0.00% 95% 100.00% 99.52% 97.03% 2.97% 19.80% 99.02% % of local areas concerned Indicator No. of local areas covered Firstquarter target Met Provider Notmet Nationalaverage Minimum Maximum 0.09% 98.50% 1.50% 1.24% 18.37% 1.91% 14.24% 98.28% 1.72% 1.90% 0.22% 100.00% 0.73% 0.00% 20.47% 4.36% 0.19% 1.88% 95.64% Short message delivery rate

21. QUALITY OF SERVICE INDICATORSMOBILE COMMUNICATION SERVICE REPORTING PERIOD: First quarter 2014 – Weighted values (March) ACCESSIBILITY 96.0% 96.5% 99.0% 100.0% 97.0% 98.0% 99.5% 97.5% 98.5% RETAINABILITY 2.0% 2.5% 0.0% 0.5% 1.0% 1.5%

22. Thank you!