Antelope Consulting ICT Quality of Service Regulation: Practices and Proposals Robert Milne rem@antelope.org.uk www.antelope.org.uk August 2006 Agenda • The motivation for QOS monitoring – Why QOS monitoring is done • The operational arrangements for QOS monitoring – How QOS monitoring is done • The selection of areas of focus for QOS monitoring – What QOS monitoring is done Antelope Consulting 1
Agenda • The motivation for QOS monitoring – Why QOS monitoring is done • The operational arrangements for QOS monitoring – How QOS monitoring is done • The selection of areas of focus for QOS monitoring – What QOS monitoring is done Antelope Consulting 2 Quality of service monitoring: activities Consulting “Should the fault report rate be measured?” stakeholders Defining “The fault report rate excludes repeated fault reports.” measurements Setting “The fault report rate should be no more than 2%.” targets Repeat Making every “The fault report rate has been measured to be 0.864%.” measurements review period Repeat Auditing every “Is the fault report rate measured accurately enough?” measurements reporting period Publishing “The fault report rate has been measured to be 1%.” measurements Reviewing “Should the fault report rate continue to be measured?” achievements Antelope Consulting 3
Quality of service monitoring: aims of regulators • Helping customers to make informed choices. • Checking claims by operators. • Understanding the state of the market. • Maintaining or improving quality in the presence of competition. • Maintaining or improving quality in the absence of competition. • Helping operators to achieve fair competition. • Making interconnected networks work well together. Antelope Consulting 4 Quality of service monitoring: divergences between aims • Different aims can suggest different emphases in activities: – Helping customers to make informed choices is important mainly when choices are inconvenient or costly to change. • Different aims can suggest different services for monitoring: – Helping operators to achieve fair competition might involve imposing targets on wholesale services but not on retail services. • Different aims can suggest different treatments of operators: – Resellers might not make measurements but might publish measurements made by the original operators. Different aims can suggest different measurements: • – A single indicator of customer satisfaction might help potential customers but not other operators or policy makers. Antelope Consulting 5
Quality of service monitoring: contributions of activities to achieving aims Aim Helping Checking Under- Maintain- Maintain- Helping Making customers claims by standing ing or ing or operators inter- to make operators the state of improving improving to achieve connected Monitored Activity informed the market quality in quality in fair comp- networks operators choices the the etition work well presence absence together of comp- of comp- etition etition Making Dominant measure- operators only ments All operators + Publishing Dominant + measure- operators only ments All operators + + + Dominant + + + Setting operators only targets All operators + Retail and Retail Retail and Retail Retail Wholesale Retail and wholesale services wholesale services services services wholesale services services services Antelope Consulting 6 Quality of service monitoring: benefits of activities to stakeholders Stakeholders Monitored Activity Policy Other operators Customers makers operators Making Dominant operators only measure- ments All operators + Dominant Publishing + operators only measure- ments All operators +++ + Dominant Setting + + ++ operators only targets All operators + Making measurements for all operators could benefit policy makers. • – Making measurements is not enough on its own. • Publishing measurements for all operators could benefit customers. – Publishing measurements is not easy to do well. • Setting targets for dominant operators could benefit other operators. – Setting targets for all operators could constrain innovation in services. Antelope Consulting 7
Agenda • The motivation for QOS monitoring – Why QOS monitoring is done • The operational arrangements for QOS monitoring – How QOS monitoring is done • The selection of areas of focus for QOS monitoring – What QOS monitoring is done Antelope Consulting 8 Organisations defining measurements and setting targets: example countries Targets set by... Regulator Group of Australia: fixed telephony operators Canada: fixed telephony with Côte d'ivoire: mobile telephony regulator Brazil: all telephony Group of Egypt: mobile telephony and all internet operators India: all telephony without Malaysia: all telephony and all internet regulator Turkey: all telephony Venezuela: all telephony Other Australia: monitor mobile telephony and broadband internet Colombia: all telephony Australia: narrowband internet Pakistan: mobile telephony and all internet Canada: mobile telephony and all internet Operator Singapore: Colombia: all internet all telephony and broadband internet Singapore: narrowband internet UK: mobile telephony UK: all internet UK: fixed telephony Nobody Measurements defined by... Nobody Operator Other Group of Group of Regulator monitor operators operators Antelope Consulting without with 9 regulator regulator
Organisations defining measurements and setting targets: example countries Responsible organisation Regulator Group of Group of Other Operator Nobody Monitored Activity operators operators monitor operators with without regulator regulator Dominant Canada: fixed operators only telephony Chile Defining India: all (formerly): measure- telephony all internet UK: mobile UK: all ments All operators France:mobile Spain: fixed telephony internet telephony and mobile telephony UK: fixed telephony Canada: fixed Dominant telephony operators only Spain: fixed Setting telephony targets India: all France:mobile UK: all All operators telephony telephony telephony Antelope Consulting 10 Organisations defining measurements and setting targets: comparative disadvantages Responsible organisation Regulator Group of Group of Other Operator Nobody Monitored Activity operators operators monitor operators with without regulator regulator Dominant May not look May be self- May not look operators only serving. Defining Does not use at all aspects. Does not May be slow at all aspects. measure- skills of Does not use achieve any Does not to conclude. May be slow ments All operators operators. skills of provide fair quality aims. to conclude. operators. comparisons. May lead to May lead to May not look Dominant poor retail and poor retail and May be slow May be slow at all aspects. operators only wholesale wholesale Setting to conclude. to conclude. Does not have quality. quality. targets Limits service Limits service commitments offerings. offerings. All operators Limits service by operators. offerings. Antelope Consulting 11
Organisations making measurements, auditing measurements and publishing measurements: example countries Responsible organisation Regulator Group of Group of Other Operator Customer Monitored Activity operators operators monitor operators with without regulator regulator Dominant Canada: fixed operators only telephony France:mobile Making India: all telephony measure- telephony Chile India: mobile UK: fixed UK: mobile UK: all ments All operators Chile (formerly): telephony telephony telephony internet all internet (formerly): Spain: mobile all internet telephony Dominant Auditing operators only measure- India: all UK: fixed UK: mobile ments All operators telephony telephony telephony Dominant Canada: fixed operators only telephony India: all Publishing Chile telephony measure- (formerly): France:mobile UK: fixed UK: mobile UK: all ments all internet All operators telephony telephony telephony internet Spain: fixed Spain: mobile telephony telephony Antelope Consulting 12 Organisations making measurements, auditing measurements and publishing measurements: comparative disadvantages Responsible organisation Regulator Group of Group of Other Operator Customer Monitored Activity operators operators monitor operators with without regulator regulator Dominant Does not use Is not realistic Is not realistic Is not realistic Is not realistic Does not get Making operators only findings by for fixed for any for fixed for fixed economies of measure- operators. telephony. telephony. telephony. telephony. scale. ments All operators Is not realistic May not test Is not Needs audits. Needs audits. Needs audits. always. enough. representative. Auditing Dominant Needs further Needs further measure- operators only spot checks Is not feasible. spot checks Is not feasible. ments All operators by regulator. by regulator. Dominant Publishing Does not get Does not get Does not measure- operators only endorsement endorsement provide easy Is not feasible. ments by regulator. by regulator. comparisons. All operators Antelope Consulting 13
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