Pune, India, 13 – 15 December 2010

ITU-T Kaleidoscope 2010 Beyond the Internet? - Innovations for

future networks and services

A user-centric approach to QoS regulation in future networks

Eva Ibarrola1, Jin Xiao2, Fidel Liberal1, Armando Ferro1

1University of the Basque Country (UPV/EHU), Spain

2University of Waterloo, Canada

eva.ibarrola@ehu.es

Pune, India, 13 – 15 Dec 2010:

ITU-T Kaleidoscope 2010 – Beyond the Internet? Innovations for future networks and services 2

Outline

Introduction

Background

Proposal

Case study

Spanish regulation

New approach implementation

Results

Conclusions

Pune, India, 13 – 15 Dec 2010:

ITU-T Kaleidoscope 2010 – Beyond the Internet? Innovations for future networks and services 3

Introduction

Evolution to NGN

In ITU's vision: “The move to NGNs represents an opportunity to establish in advance ground rules for ensuring the continued passage to effective competition and minimize damage during transition.”

QoS regulation: a key issue

user-centric technology-centric

Pune, India, 13 – 15 Dec 2010:

ITU-T Kaleidoscope 2010 – Beyond the Internet? Innovations for future networks and services 4

Background

Internet QoS regulation

A recent notion

Applied to Internet Access Service

Different approaches for each NRA

Effective Regulation of

QoS

QoS offered

by provider

QoS achieved

By provider

QoS perceived

by customer

Customer´s

QoS

Requirements

QoS Offered

by Provider

QoS Delivered

by Provider

QoS Perceived

by Customer

Customer´s

QoS

Requirements

USER PROVIDER

Spain

Portugal

Colombia India

U.K.

ITU-T QoS FRAMEWORK

Pune, India, 13 – 15 Dec 2010:

ITU-T Kaleidoscope 2010 – Beyond the Internet? Innovations for future networks and services 5

Challenges

Evolution to NGN: a new opportunity

NRAs should unify criteria

“The basic criterion for QoS evolution is 'subjective user satisfaction'…” (ITU-T)

Effective Regulation

of QoS

ITU-T

Rec. E.800

…

ETSI

EG 202 009

…

Relevant, comparable and reliable QoS information for users

Information about user's global level of satisfaction

Technology neutral

User-centric

Need for new QoS regulation models!

Pune, India, 13 – 15 Dec 2010:

ITU-T Kaleidoscope 2010 – Beyond the Internet? Innovations for future networks and services 6

QoS Methodology

Methodology

ITU-T E.802 QoS Model

Four Market Model

Performance Model

Universal Model

ACF Model

CSAT Model

Satisfaction Model

QoS Perceived

by Customer

QoP

Framework

ITU-T G.1000

CUSTOMER

QoS Delivered

by Provider

QoS

SERVICE PROVIDER

K Q I

Customer’s QoS

Requirements

QoR

Scal (KQI)

Customer’s Perception

Customer’s Expectation

Customer’s

Satisfaction Disconformation

Expectation

Expectation Update

Perceived Utility

Service Utility

Network QoS

Customer Care

Network Availability

Content Service

CSAT

QoS Offered

by Provider

QoO

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ITU-T Kaleidoscope 2010 – Beyond the Internet? Innovations for future networks and services 7

QoS information meaningful to users Key Quality Indicators (KQI)

Global Key Quality Indicator Scal (KQI): Relation QoR-QoO-QoD

QoS perceived by users

Users' satisfaction

Principles of Regulation Proposal

Scal (KQI)

QoP

QoR

KPI & KPI

Objetives

QoS Model

User Provider

ITU-T G.1000 Satisfaction

Model

QoS Delivered

by Provider

QoD

QoS Offered

by Provider

QoO

Customer’s QoS

Requirements

QoR

QoS Perceived

by Customer

QoP

Pune, India, 13 – 15 Dec 2010:

ITU-T Kaleidoscope 2010 – Beyond the Internet? Innovations for future networks and services 8

Scaled Key Quality Indicator

Scaled KQI:

Scaled domains/units

Range [-1,1]

QoD/QoO Relation

Objective QoS

(KQIi) - (KQIi) min

(KQIi) max - (KQIi) min

si (KQIi) Є KQI+

(KQIi) max - (KQIi)

(KQIi) max - (KQIi) min

si (KQIi) Є KQI-

Scali (KQIi)

Scali (KQIi) QoS ofrecida

por el proveedor

QoSO

QoS percibida

por el cliente

QoSP

Necesidades

de QoS

del cliente QoSR

QoS Offered

by Provider

QoO

QoS Perceived

by Customer

QoP

Customer’s QoS

Requirements

QoR

QoS entregada

por el proveedor

QoSE

QoS Delivered

by Provider

QoD

Scaled KQI

-1,00

-0,80

-0,60

-0,40

-0,20

0,00

0,20

0,40

0,60

0,80

1,00

T1/08 T2/08 T3/08 T4/08 T1/09 T2/09 T3/09 T4/09Quart er

Scal (K

QI)

Scal(KQI)_1

Scal(KQI)_2

Scal(KQI)_3

QoD<QoR QoD vs. QoO

Pune, India, 13 – 15 Dec 2010:

ITU-T Kaleidoscope 2010 – Beyond the Internet? Innovations for future networks and services 9

Global KQI and QoP

Global KQI (Qcriteria) Based on

Weighted values (wi)

Different categories

Perceived QoS (QoP) Based on

Users' preferences

Weighted values (αi)

Scali (KQIi)

Q

o

P

QoS ofrecida

por el proveedor

QoSO

Necesidades

de QoS

del cliente QoSR

QoS Offered

by Provider

QoO

Customer’s QoS

Requirements

QoR

QoS entregada

por el proveedor

QoSE

QoS Delivered

by Provider

QoD

FUNCTION E

FUNCTION A

FUNCTION B

FUNCTION E

FUNCTION J

FUNCTION A

FUNCTION B

FUNCTION A

FUNCTION C

CU

ST

OM

ER

CA

RE

NE

TW

OR

K

Qo

S

CO

NT

EN

T

AV

AIL

AB

.

wi

QoS Perceived

by Customer

QoP

Qcriteria

i

Pune, India, 13 – 15 Dec 2010:

ITU-T Kaleidoscope 2010 – Beyond the Internet? Innovations for future networks and services 10

Users' Satisfaction

Final Satisfaction: S= f1(QoP)+f2(QoP-QoR)

Perception function f1

Disconformation function f2

Disconformation

Expectation

Expectation

Update

User’s

Satisfaction

QoS Criteria

Network

QoS

Customer

Care Availability Contenido Content

Perceived

QoS

f1

QoP

QoP-QoR

f2

Pune, India, 13 – 15 Dec 2010:

ITU-T Kaleidoscope 2010 – Beyond the Internet? Innovations for future networks and services 11

Case Study: Spanish Internet QoS regulation

Spanish Ministerial Order (MICyT) “ITC/912/2006 of 29 March 2006”

Based on ITU-T QoS framework

GT3 Working Group Identification of Internet QoS parameters

Definition of measurement methodology

ITU-T QoS framework not completely fulfilled

Lack of users' point of view

Meets basic criteria

Do not comply the objective

Non-effective regulation!

Pune, India, 13 – 15 Dec 2010:

ITU-T Kaleidoscope 2010 – Beyond the Internet? Innovations for future networks and services 12

Results of Spanish QoS Regulation

Since 2007 publication of QoS information

Only covers ISPs' point of view (QoO/QoD)

Nov. 2009: a survey report about QoP

Lack of analysis between QoO/QoD/QoP

Internet QoS reports:

Difficult to understand for users

Lack of QoS subjective information

Still far from meeting objective:

Provide useful information for users

QoS offered

by provider

QoS achieved

By provider

QoS Offered

by Provider

QoS Delivered

by Provider

QoS Perceived

by Customer

Customer´s

QoS

Requirements

USER PROVIDER

Quarterly

QoO/QoD

Reports

ITU-T QoS FRAMEWORK

Nov. 2009 QoP

report

SPANISH QoS REGULATION

Non-Effective Regulation of QoS

Pune, India, 13 – 15 Dec 2010:

ITU-T Kaleidoscope 2010 – Beyond the Internet? Innovations for future networks and services 13

New Regulation Approach

Identification of KQI

QoS offered:

QoS delivered: measurements

Scal (KQI):

(KQIi) min, (KQIi)max

KQI Scal (KQI)

2008 2009

Q 1 Q 2 Q3 Q 4 Q 1 Q 2 Q 3 Q 4

Downstream speed achieved 0,27 0,60 0,73 0,74 0,40** 0,30 0,65 0,60

Successful log-in ratio 0,75 0,93 0,90 0,98 0,98** 0,92 0,95 0,95

Unsuccessful data transmissions ratio 0,53 0,87 0,93 0,80 0,96** 0,96 0,96 0,88

Provisioning time for the Internet Access 0,38 0,38 0,50 0,88 0,88 0,88 0,88 0,75

Fault report rate per fixed access lines 0,57 0,71 0,63 0,63 0,39** 0,63 0,49 0,07

Fault repair time on access network 0,36 0,97 0,60 0,56 0,41 0,92 0,55 -0,11

Response time for admin/billing enquiries 0,20 0,31 0,37 0,65 0,97** 0,79 0,52 0,67

Rate of bill correctness complaints -0,61 -0,53 -0,11 -0,11 -0,02* 0,57 0,55 0,25

Customer complaints resolution time -1,00 -1,00 0,17 0,69 0,45 -0,15 0,42 0,68

Frequency of customer complaints -0,93 -0,83 -0,36 -0,44 0,04* 0,55 0,54 0,24

Pune, India, 13 – 15 Dec 2010:

ITU-T Kaleidoscope 2010 – Beyond the Internet? Innovations for future networks and services 14

AVAILABILITY

-1,00

-0,80

-0,60

-0,40

-0,20

0,00

0,20

0,40

0,60

0,80

1,00

Q1/08 Q2/08 Q3/08 Q4/08 Q1/09 Q2/09 Q3/09 Q4/09

Quart er

Sca

l (K

QI)

Successful log-in ratio

Unsuccessful data transmissions ratio

Analysis of Results: Scal (KQI)

New Approach

Increase of QoS offered in 2009

QoD<QoR QoD vs. QoO

Current Regulation

NETWORK QoS

-1,00

-0,80

-0,60

-0,40

-0,20

0,00

0,20

0,40

0,60

0,80

1,00

Q1/ 08 Q2/ 08 Q3/ 08 Q4/ 08 Q1/ 09 Q2/ 09 Q3/ 09 Q4/ 09

Qua r t e r

Sc

al (K

QI)

Dow nstream speed achieved

Pune, India, 13 – 15 Dec 2010:

ITU-T Kaleidoscope 2010 – Beyond the Internet? Innovations for future networks and services 15

Analysis of Results: Scal (KQI)

Current Regulation (customer care)

New Approach Reduction in QoS offered in 2009

CUSTOMER CARE

-1,00

-0,80

-0,60

-0,40

-0,20

0,00

0,20

0,40

0,60

0,80

1,00

Q1/08 Q2/08 Q3/08 Q4/08 Q1/09 Q2/09 Q3/09 Q4/09

Quarter

Scal

(KQ

I)

Rate of bill correctness complaints

Customer complaints resolution time

Frequency of customer complaints

Pune, India, 13 – 15 Dec 2010:

ITU-T Kaleidoscope 2010 – Beyond the Internet? Innovations for future networks and services 16

Analysis of Results: Global KQI

Global KQI:

Users' preferences

ω1= 0,34 (Network QoS)

ω2= 0,35 (Availability)

ω3= 0,31 (Customer Care)

NETWORK QoS

-1,00

-0,80

-0,60

-0,40

-0,20

0,00

0,20

0,40

0,60

0,80

1,00

Q1/ 08 Q2/ 08 Q3/ 08 Q4/ 08 Q1/ 09 Q2/ 09 Q3/ 09 Q4/ 09

Qua r t e r

Scal

(KQ

I)

Dow nstream speed achieved

α1=1

α1=0,502, α2=0,498

AVAILABILITY

-1,00

-0,80

-0,60

-0,40

-0,20

0,00

0,20

0,40

0,60

0,80

1,00

Q1/08 Q2/08 Q3/08 Q4/08 Q1/09 Q2/09 Q3/09 Q4/09

Quart er

Scal

(KQ

I)

Successful log-in ratio

Unsuccessful data transmissions ratio

α1=0,154, α2=0,154…

CUSTOMER CARE

-1

-0,8

-0,6

-0,4

-0,2

0

0,2

0,4

0,6

0,8

1

Q1/08 Q2/08 Q3/08 Q4/08 Q1/09 Q2/09 Q3/09 Q4/09

Quarter

Scal (K

QI)

Provisioning t ime for the Internet Access

Fault report rate per f ixed access lines

Fault repair t ime on access network

Response t ime for admin/billing enquiries

Rate of bill correctness complaints

Customer complaints resolut ion t ime

Frequency of customer complaints

Global QoP

-1

-0,8

-0,6

-0,4

-0,2

0

0,2

0,4

0,6

0,8

1

Q1/08 Q2/08 Q3/08 Q4/08 Q1/09 Q2/09 Q3/09 Q4/09

Quarter

Qo

P

Global Key Quality Indicator (QoScriteria)

-1

-0,8

-0,6

-0,4

-0,2

0

0,2

0,4

0,6

0,8

1

Q1/08 Q2/08 Q3/08 Q4/08 Q1/09 Q2/09 Q3/09 Q4/09

Quarter

Qo

Sc

rite

ria

QoP Netw ork

QoP Availability

QoP Customer Care

Pune, India, 13 – 15 Dec 2010:

ITU-T Kaleidoscope 2010 – Beyond the Internet? Innovations for future networks and services 17

Analysis of Results: Satisfaction

Satisfaction: S= f1(QoP)+f2(QoP-QoR)

Perception and disconformation function

Users' Satisfaction

0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.90

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

Perceived QoS (QoP)

Satisfa

ction (

Perc

eption)

Satisfaction vs. QoP (expert users)

Perception function

0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.9-1

-0.8

-0.6

-0.4

-0.2

0

0.2

0.4

0.6

0.8

1

Perceived (QoP)

Glo

bal S

atis

fact

ion

QoR=0.65

User's Satisfaction

-1

-0,8

-0,6

-0,4

-0,2

0

0,2

0,4

0,6

0,8

1

Q1/08 Q2/08 Q3/08 Q4/08 Q1/09 Q2/09 Q3/09 Q4/09

Quarter

Sati

sfa

cti

on

Expert Users

Residential Users

QoP

Pune, India, 13 – 15 Dec 2010:

ITU-T Kaleidoscope 2010 – Beyond the Internet? Innovations for future networks and services 18

Conclusions

The new QoS regulation approach provides simple and useful QoS information for users, regulators and providers

Based on ITU-T QoS framework, the user-centric regulation approach considers the QoS aspects that are relevant for users

A new wider perspective is presented, offering new QoS subjective information that are technology-neutral as required in future networks

Pune, India, 13 – 15 December 2010

ITU-T Kaleidoscope 2010 Beyond the Internet? - Innovations for

future networks and services

Eva Ibarrola1, Jin Xiao2, Fidel Liberal1, Armando Ferro1

1University of the Basque Country (UPV/EHU), Spain

2University of Waterloo, Canada eva.ibarrola@ehu.es

Thank you!

Any questions?