buenos aires, argentina, 24-25 july 2014 kpis for voice and sms services: the case of argentina...
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Buenos Aires, Argentina, 24-25 July 2014
KPIs for voice and SMS services:the case of ARGENTINA
Anabel CisnerosGerencia de Control
Comisión Nacional de Comunicacionesacisneros@cnc.gov.ar
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
4 CórdobaCórdoba / Santa FeSan Juan / La Rioja
5 SaltaSalta / Jujuy / Catamarca / Tucumán / Sgo. del Estero
6 PosadasMisiones / Formosa / Chaco / Corrientes / Entre Ríos
RMG PROVINCES
RGM 1RGM 2RGM 3RGM 4RGM 5RGM 6
Buenos Aires, Argentina, 24-25 July 2014 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
PROVINCE DISTRICT LOCALITY POP ROADFROM
TRANSFERTIME (min)
TOTALTIME (min)
Buenos Aires, Argentina, 24-25 July 2014 15
Planning
Phase 1 Pilot test
Base locations of each RMG
Phase 2 Major cities
Provincial capitalsCities with more than 100 000 inhabitants
Phase 3Annual inspection planning
Buenos Aires, Argentina, 24-25 July 2014 16
Planning
With the planning as envisaged, the entire country will be covered in one and a half years.
Buenos Aires, Argentina, 24-25 July 2014 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.
Central server Post-processing servers Storage
RMG
Buenos Aires, Argentina, 24-25 July 2014 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 butthe call was interrupted for reasons
not connected with the user.
Failed: Call attempted but unsuccessful.
69%11%
20%
Porcentaje de LlamadasPercentage of calls
SwissQual - Diversity Benchmarker II
Buenos Aires, Argentina, 24-25 July 2014 19
Buenos Aires, Argentina, 24-25 July 2014 20
QUALITY OF SERVICE INDICATORSMOBILE COMMUNICATION SERVICE
REPORT PERIOD: First quarter of 2014 – weighted values March
Short message delivery rate
Provider IndicatorAMX Argentina S.A. No dataTelecom Personal S.A. 99.09%Nextel Argentina S.R.L. 98.44%AMX Argentina S.A. 99.30%
PrestadorMeta 1er. Trimestre
Universo Informado (A.
Locales)Cumple No cumple Minimo Maximo
Promedio País
AMX Argentina S.A. 1.929 98,30% 1,70% 64,46% - Tilcara (Jujuy) 100% - CABA 97,30%
Telecom Personal S.A. 1.331 98,65% 1,35% 61,28% - VILLA SALTO ENCANTADO (Misiones)
230 AL con 100%, principalmente de la Prov. de Bs. As.
99,21%
Nextel Argentina S.R.L. 92 100,00% 0,00% 95% - Sub Área 27 (Almirante Brown) 77% AL con 100%, principalmente de la Prov. de Bs. As. Y Cordoba
99,52%
Telefonica Moviles Argentina S.A.
1.010 97,03% 2,97% 19,80% - La Capilla (Bs. As.) 100% - VOLCAN (Jujuy) 99,02%
≥ 90%
% del universode Areas Locales
Indicador
PrestadorMeta 1er. Trimestre
Universo Informado (A.
Locales)Cumple No cumple Minimo Maximo
Promedio País
AMX Argentina S.A. 1.929 98,50% 1,50% 18,37% - Monte de Oro (San Luis) 0,09% - Tolar Grande (Salta) 1,24%
Telecom Personal S.A. 1.278 98,28% 1,72% 14,24% - OPEN DOOR (Bs. As.) 0% - ARROYO ALGODÓN (Cordoba) y ROLON (La Pampa)
1,91%
Nextel Argentina S.R.L. 92 100,00% 0,00% 1,90% - ESPERANZA (Sta. Fe) 0,22% - CASILDA (Sta. Fe) 0,73%
Telefonica Moviles Argentina S.A.
1.010 95,64% 4,36% 20,47% - La Capilla (Bs. As.) 0,19% - PILAGÁS (Formosa) 1,88%
≤ 5%
% del universode Areas Locales
Indicador
ProviderFirst
quartertarget
ProviderFirst
quartertarget
No. of local areas
covered
No. of local areas
covered
Met
Met
Notmet
Notmet
% of local areas concerned
% of local areas concerned
Indicator
Indicator
Minimum
Minimum
Maximum
Maximum
Nationalaverage
Nationalaverage
98.30%
98.65%
100.00%
97.03%
1.70%
1.35%
0.00%
2.97%
64.46%
61.28%
95%
19.80%
100% 97.30%
99.21%
99.52%
99.02%
98.50%
98.28%
95.64%
100.00%
1.50%
1.72%
0.00%
4.36%
18.37%
14.24%
1.90%
20.47%
0.09%
0.22%
0.19%
1.24%
1.91%
0.73%
1.88%
Buenos Aires, Argentina, 24-25 July 2014 21
96,0% 96,5% 97,0% 97,5% 98,0% 98,5% 99,0% 99,5% 100,0%
AMX Argentina S.A.
Telecom Personal S.A.
Nextel Argentina S.R.L.
Telefonica Moviles Argentina S.A.
ACCESIBILIDAD
0,0% 0,5% 1,0% 1,5% 2,0% 2,5%
AMX Argentina S.A.
Telecom Personal S.A.
Nextel Argentina S.R.L.
Telefonica Moviles Argentina S.A.
RETENIBILIDAD
QUALITY OF SERVICE INDICATORSMOBILE COMMUNICATION SERVICE
REPORTING PERIOD: First quarter 2014 – Weighted values (March)
96.0% 96.5% 97.0% 97.5% 98.0% 99.0%98.5% 100.0%99.5%
0.0% 0.5% 1.0% 1.5% 2.0% 2.5%
RETAINABILITY
ACCESSIBILITY
Buenos Aires, Argentina, 24-25 July 2014 22
Thank you!
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