Quality of Services in a Liberalised Environment: User Concerns in General and Reflections on a rece

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Quality of Services in a Liberalised
EnvironmentUser Concerns in GeneralandReflecti
ons on a recent User Survey on Leased Lines

• Ernst Weiss
• INTUG-Europe

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Presentation Content

• 1. Introduction
• Comments to ITU E 800 and ETSI ETR 003
• 2. QoS in a Liberalised Environment
• 3. The User Perception of Quality
• 4. The Degree of User Satisfaction

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Presentation Content

• 1. Introduction
• 2. QoS in a Liberalised Environment
• Comments how business regards quality as
  recipient of services
• 3. The User Perception of Quality
• 4. The Degree of User Satisfaction

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Presentation Content

• 1. Introduction
• 2. QoS in a Liberalised Environment
• 3. The User Perception of Quality
• Cost-price relationship versus technical
  isolation of problems
• 4. The Degree of User Satisfaction

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Presentation Content

• 1. Introduction
• 2. QoS in a Liberalised Environment
• 3. The User Perception of Quality
• 4. The Degree of User Satisfaction
• - Reflections on a user survey on leased line
  qualities

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Summary of Leased Line Survey - QoS A. User
Requirements

• 1. Outage Time
• 1.1 Maximum Outage Time allowed
• lt 1 Min 1-60 Min 1-5 Hours gt 5 hours
  not reported
• 12 30 48
  5 5
• 1.2 Maximum Availability in Percent
• lt 99.0 99.0 - 99.9 gt 99.9
  not reported
• 37 23
  30 10
• 2. Redundancy Requirement
• 2.1 Specific Redundancy Provision
• Required by 88
• Provided by User Carrier
  Third Party
• 32 60 8

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Summary of Leased Line Survey - QoS B. Ordering
Leased Lines in Europe

• 3. Need to order a specific quality over standard
  offering
• 3.1 for delivery time by 62
• 3.2 for performance by 37
• 3.3 for availability by 53
• 3.4 for repair time by 55

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Summary of Leased Line Survey - QoS C. Delivery
and Operation of Leased Lines in Europe

• 4. Satisfaction elements for delivery and
  operation
• General Satisfaction 65 generally
  satisfied
• 4.1 re delivery time 65 satisfied
• 4.2 re performance after delivery 65 satisfied
• 4.3 re quality compliance with order 75
  satisfied
• 4.4 re problems during peak hours 83 satisfied

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Summary of Leased Line Survey - QoS D.
Measurements and Control

• 5. Performance Measurement
• Is performance measured ? 65
  regularly measured
• 5.1 in what intervals ? permanent daily
  weekly
• and longer
• 33 33 34
• 5.2 by what methods ? Standard Other
  Manual
• NMT Records
• 39 42 19
• 5.3 are results accepted ? 67 of self tests
  are carrier accepted

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Summary of Leased Line Survey - QoS E
Complaints

• 6. Number complaints p.a. 1 - 5 5 - 10 gt
  10 not reported
• 45 18 25 12
• 6.1 response time to complaints
• lt 8 h 8 - 24 h gt 24 h not reported
• 52 12 8 28
• 6.2 reimbursement of outage time
• 29 received reimbursement for
  complaints submitted