Buenos Aires, Argentina, 24-25 July 2014 KPIs for voice and SMS services: the case of ARGENTINA Anabel Cisneros Gerencia de Control Comisión Nacional

Buenos Aires, Argentina, 24-25 July 2014

KPIs for voice and SMS services:the case of ARGENTINA

Anabel CisnerosGerencia de Control

Comisión Nacional de [email protected]

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


CONSIDERATIONS INCORPORATED IN THE QoS REGULATIONS

PREVIOUS REGULATORY FRAMEWORK

FIXED AND MOBILE NETWORKS

CIRCUIT AND PACKET SWITCHING

INTERNET

VIDEOCONFERENCINGTxDat, etc.

TELEPHONY

PROPOSED NEW FRAMEWORK


OVERALL STRUCTURE

DEFINITIONS

INDICATORS

SANCTIONS

AUDIT AND MONITORING

REGULATIONS


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


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



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



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



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


More technology and more efficient control to ensure high quality of

the country’s mobile communications


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.


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.


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


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)


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


Planning

With the planning as envisaged, the entire country will be covered in one and a half years.


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


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



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%


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%


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.


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.


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


Thank you!

Documents

Buenos Aires, Argentina, 24-25 July 2014 KPIs for voice and SMS services: the case of ARGENTINA Anabel Cisneros Gerencia de Control Comisión Nacional