Endtoend QoS in the users' point of view

1
End-to-end QoSin the users' point of view

• ITU-T WorkshopGeneva 1-3 October 2003P-Y Hébert
  - ETSI

2
QoS in the current Telecom world

• With the various emerging technologies (Mobiles
  network, VoIP,VPN) and the current competition
  Telecom service are delivered with very different
  QoS levels.
• To get the QoS they expect users have to rely on
  regulation or on agreement with their supplier
• In any case, standards are needed to monitor the
  QoS provided.

3
Users' concerns and QoS standards

• Today, any technical body in any standardization
  organization refers to users' QoS requirements.
• Each of these TBs has different purposes
• means to improve the technical QoS
• measurement methods of the QoS
• definition of QoS service classes
• All of them have in mind the technical quality
• Few of them are taking into account the users'
  concerns about the QoS

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Users' concern fields about QoS

• Service fields
• Provision
• Operation
• Customer services
• Billing
• Other services
• Market areas
• Voice
• Data
• Internet access
• Private/public networks

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Users' QoS criteria (1)

• Provision
• Preliminary information
• Completion efficiency
• Respect of allotted time
• Contract clarity
• Contract flexibility

6
Users' QoS criteria (2)

• Operation
• Service availability
• Coverage (mobile networks)
• Unsuccessful call ratio
• Set-up swiftness
• Absence of dropouts
• Speech or data quality
• Flow rate or transactions time
• Exchange security
• Terminal protection

7
Users' QoS criteria (3)

• Customer services
• Swiftness of after-sales service to answer calls
• Swiftness to repair
• Availability of operator services
• Efficiency of help line
• Number of call to report fault.

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Users' QoS criteria (4)

• Billing
• Accuracy (counting and tariff)
• Number of claims
• Other services
• Directory service availability
• Response time
• Relevance of the answers

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Standards focusing on users' expectations

• ITU-T Recommendation E.800
• "Telephone network and ISDN quality of service,
  network management and traffic engineering Terms
  and definitions related to quality of service and
  network performance including dependability".
• ETSI NA (SPAN) ETR 003 (1994-10)
• General aspects of Quality of Service (QoS) and
  Network Performance (NP)

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Standards focusing on users' expectations

• ETSI STQ EG 201 769 (2000-10)
• QoS parameter definitions and measurements
  Parameters for voice telephony service required
  under the ONP Voice Telephony Directive 98/10/EC
• ETSI UG EG 202 009 (2002-02)
• Quality of Telecom Services
• Part 1 Methodology for identification of
  parameters relevant to the Users
• Part 2 User related parameters on a service
  specific basis
• Part 3 Template for Service Level Agreements
  (SLA)

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Lacks in current standards

• Provision
• Preliminary information
• Completion efficiency
• Respect of allotted time
• Contract clarity
• Contract flexibility

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Lacks in current standards (2)

• Operation
• Service availability
• Coverage (mobile networks)
• Unsuccessful call ratio
• Set-up swiftness
• Absence of dropouts
• Speech or data quality
• Flow rate or transactions time
• Exchange security
• Terminal protection

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Lacks in current standards (3)

• Customer services
• Swiftness of after-sales service to answer calls
• Swiftness to repair
• Availability of operator services
• Efficiency of help line
• Number of call to report fault.

14
Lacks in current standards (4)

• Billing
• Accuracy (counting and tariff)
• Number of claims
• Other services
• Directory service availability
• Response time
• Relevance of the answers

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The Challenge

• How to better take into account the users'
  concerns about QoS regulation and
  standardizationand how to fill the current gaps