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Benchmarked Key Performance Indicators

ITU-T Workshop on Delivering Good Quality Telecommunication Service in a Safe Environment in Africa (Nairobi, Kenya, 26 th July 2010). Benchmarked Key Performance Indicators. Crisphine J. Ogongo, Engineer/Compliance Communications Commission of Kenya. Content. ITU/ETSI Standards

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Benchmarked Key Performance Indicators

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  1. ITU-T Workshop on Delivering Good Quality Telecommunication Service in a Safe Environment in Africa(Nairobi, Kenya, 26th July 2010) Benchmarked Key Performance Indicators Crisphine J. Ogongo, Engineer/Compliance Communications Commission of Kenya

  2. Content ITU/ETSI Standards QoS Regulation And Comparison With Int’l Stds Conclusion Questions

  3. ITU-T/ETSI STANDARDS

  4. Definition • Quality of service (QoS): • The collective effect of service performances, which determine the degree of satisfaction of a user of the service (ITU-T E.800)

  5. What QoS Really Is! • Network Performance Parameters translated to; • system design, configuration, operation and maintenance • Quality of service parameter influenced by; • Statistics e.g «Call Block Rate» • User/customer requirements • Individual experience e.g «inaccessibility»- • User opinion/requirements feed back in to the network planning process to alter planned performance and/or practical operational standards

  6. ITU-T QOS Parameters with Targets Call Set Up Time/Post Dialing Delay Call Release Delay Answer Signal Delay End to End Blocking Handover Success Rate/Unsuccessful Handover Speech Quality Multimedia QoS

  7. Call Set up time

  8. Answer Signal Delay

  9. Call Release Delay

  10. End to End Blocking

  11. Unsuccessful Handovers

  12. Speech Quality PESQ: - Perceptual evaluation of speech quality ITU-T P.862 An objective method for end-to-end speech quality assessment of narrow-band telephone networks and speech codecs PESQ compares an original signal X(t) with a degraded signal Y(t) that is the result of passing X(t) through a communications system. The output of PESQ is a prediction of the perceived quality that would be given to Y(t) by subjects in a subjective listening test(6). Provides Speech Quality raw values -0.5 to 4.5

  13. Speech Quality PESQ: - Perceptual evaluation of speech quality ITU-T P.862 An objective method for end-to-end speech quality assessment of narrow-band telephone networks and speech codecs • Perceived Speech quality Subjects in Listening Test Original Signal X(t)

  14. Speech Quality cont’d • ITU-T P.862.1 - Mapping function for transforming P.862 raw result scores to MOS • The mapping ensures a domain rescaling from –0.5 ... 4.5 to 1.02 ... 4.56

  15. Speech Quality Cont’d Speech quality depends on Transmission Rating Factor R The R‑value is a measure of a quality perception to be expected by the average user when communicating via the connection under consideration

  16. Speech Quality Cont’d • Transmission Rating Factor conversion to MOS equivalent

  17. MOS User Satisfaction Levels • Typical values used in

  18. Data/Multimedia Parameters Critical to Users • Delay variations • Occurs at the transport layer in packetized data systems • due to the inherent variable arrival times of individual packets • Solved through buffering • Delay • the time taken to establish a particular service from the initial user request and the time to receive specific information once the service is established. • Packet Loss • Of packets or bits during transmission • Includes coding degradation

  19. Multimedia (Audio and Video) QoS Parameters and targets

  20. Multimedia QoS Parameters

  21. QOS REGULATION IN AFRICA AND COMPARISON WITH INTERNATIONAL STANDARDS • Case studies • Kenya • Nigeria • Uganda • Tanzania

  22. Status of Country QoS Regulation

  23. Objective KPIs and Targets Benchmarks

  24. Subjective QoS parameters • Account complaint rate • Account complaint resolution time • Disconnection complaint rate • Disconnection complaint resolution time •  Miscellaneous complaint rate •  Miscellaneous complaint resolution time •  Fault report rate •  Fault repair time • Billing Accuracy •  Service supply time •  Call centre answer success ratio •  Call centre answer time • Complaint resolution

  25. Conclusion ITU-T recommendations have covered many QoS issues but very few targets have been specified Where ITU-T targets are specified, they should be held as minimum thresholds not negotiable downwards Many regulators monitor QoS parameters Targets adopted by regulators vary widely

  26. Questions How many regulators monitor QoS performance of providers? What are the KPI’s monitored? How comprehensive are KPIs in addressing customers requirements? How do the targets compare with international standards or best practices? Is there need for African Regulators to benchmark and adopt similar and adequate parameters and targets?

  27. Thank You

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