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GRUPPO TELECOM ITALIA
Workshop ITU-MISE su Monitoraggio QoS
Bologna, 25/11/2015
Technical Quality Head of Dept.
Alma Fazzolari
QoS Monitoring A new vision on QoS: to know our customers and their devices
2 Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
What’s Quality? To Know our Customers and their Devices
Who are our customers?
What do they like to do?
How do they fill our
networks?
Where do they like to go?
What Kind of Devices do
they use?
M2M
DONGLE SMARTPHONE
TABLET
MOBILE DEVICES
‘Roaming’
People coming and going ...
3 Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
TODAY …to know our customer to meet their needs
YESTERDAY …The goal was to have good Network KPI …
New Vision on Quality
Bench: Voice with Phones and Data with Dongles
Traditional statistical KPI
Statistical Surveys
Statistical Systems
Microsoft Office Data processing
DEVICES NOT CONSIDERED
TOOLS TO TREAT
Bench: Voice and Data with Smartphones
New KPI closer to customer perceptions
Specific Surveys
Probes
BIG DATA-SOC Data Processing
STRONG CONSIDERATION OF DEVICES
TOOLS ALSO TO PREVENT
Broadband
Availability
Drops
Mobile
Accessibility
Throughput Processing
Load
4 Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
… what means “Customer Centric Approach” ?
2. To correlate information coming from different domains (probes, KPI, customer survey, …)
1. To sum different views (from network to services usage and customers behavior)
SOC Platform is
currently up&running
and it manages
billions of data every
day in order to feed
Service Monitoring
views.
5 Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
… and now …
HAVE A LOOK AT OURS CUSTOMERS,
THEIR DEVICES, THEIR USAGE
6 Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
To know our customers: Where do they like to go? What
do they like to do?
Sm
art
ph
on
e &
Ta
ble
t
by m
on
thly
Usa
ge
Pro
toc
ol
Dis
trib
uti
on
Monthly Usage
SMARTPHONE
(Oct’15)
Monthly
Usage
TABLET
(Oct’15)
Localization of Users with 4G Capable
devices
Summer ‘15
Winter ‘15
Ap
plic
ati
on
Dis
trib
uti
on
7 Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
To know our customers: Who are our customers? What
kind of Devices do they use?
Reg
iste
red
cu
sto
me
rs a
t le
as
t
on
ce
in
th
e n
etw
ork
by c
on
tra
ct
typ
e a
nd
To
p 1
0 d
evic
es
CONSUMER TOP BUSINESS
Model/Brand Device type
IPHONE-6 (APPLE) smartphone
IPHONE-4S (APPLE) smartphone
IPHONE-5 (APPLE) smartphone
GALAXY S III NEO (SAMSUNG) smartphone
IPHONE-5S (APPLE) smartphone
IPHONE-4 (APPLE) smartphone
GT-C3590 (SAMSUNG) phone
GALAXY S III (SAMSUNG) smartphone
GT-C3520 (SAMSUNG) phone
GALAXY S IV (SAMSUNG) smartphone
TOT PRIMI 10 MODELLI 18%
Model/Brand Device type
BGS2-W (CINTERION) M2M
MC35I (CINTERION) M2M
GE865-QUAD (TELIT) M2M
TC35I (CINTERION) M2M
GE864-QUAD (TELIT) M2M
G350 (U-BLOX) M2M
HILO -V2 (SAGEM) M2M
SIM900 (SIMCOM) M2M
WISMO228 (Sierra Wireless) M2M
G24-LITE (MOTOROLA) M2M
TOT PRIMI 10 MODELLI 26%
Model/Brand Device type
MC35I (CINTERION) M2M
GE865-QUAD (TELIT) M2M
GE864-QUAD (TELIT) M2M
BGS2-W (CINTERION) M2M
GE864-QUAD-V2 (TELIT) M2M
WISMO218 (WAVECOM) M2M
WMP100 (WAVECOM) M2M
CELLULAR-ENGINE-AC43 (SIEMENS) M2M
BGS3 (CINTERION) M2M
GL865-DUAL (TELIT) M2M
TOT PRIMI 10 MODELLI 70%
Trend 2010-2015 Mobile Devices Types LTE MULTIMODE DEVICE TYPE
8 Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
Trend Unique Users vs Devices Registered and Web
Surfing. FOCUS on Customers that change their device
Same Device in October:
94%
1 change of Device
In October: 5%
Trend Devices & Users REGISTERED Trend Devices & Users Web Surfing
FOCUS BB USERS & % that change their Devices
9 Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
FOCUS DEVICES BY RADIO ACCESS
Same Device in October: 94%
Customers that didn’t change Device during the month:
Distribution of Device Type
2G Only
Dual mode
4G 61% 20%
7% 5%
2%
2G
3G/2G
4G/3G/2G
4%
10 Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
Customers that change 1 Device during the month
Change of Device: which Technology? TOP BRAND: Choicest Devices
Top 2 choicest Smartphones Top 2 choicest Smartphones
1 change of Device
In October: 5% Of which 75% towards Smartphone & Phones
‘Smartphone & Phones ‘Total Device’
BRAND
ATTERRAGGIO
Users Chaner
vs
TOT Changer
SAMSUNG 39%
APPLE 24%
HUAWEI 8%
NOKIA/MICROSOFT 8%
LG 4%
SONY 2%
Altri Brand/NC 15%
TOTALE 100%
BRAND
ATTERRAGGIO
Users Chaner
vs
TOT Changer
SAMSUNG 41.9%
APPLE 28.2%
NOKIA/MICROSOFT 8.9%
HUAWEI 6.4%
LG 4.2%
SONY 2.3%
tot Altri Brand 8.1%
TOTALE 100%
iPhone 6 iPhone 6S
11%
6% 9% 17%
Other
Brand
74% 83%
Other
Brand
iPhone 6
Launching 28/9/13
iPhone 6S
iPhone 5
18%
iPhone 5
21%
LTE
@ 1800 MHz
17%
16%
iPhone 5S
Launching 25/10/13
iPhone 4 e
4S
23%
11%
17%
iPhone 4 e
4S
24%
Launching 28/9/13
LTE
@ 1800 MHz
2G/3G 2G/3G
10%
iPhone 5S
11 Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
Oct’15: Focus on callback between the same
couple of Customers Oct’15: Focus on drop by Device Type
Oct’15: Focus on Volumes and Throughput by Device Type
% Calls with at least a callback between
the same couple of users
Heavy user
Data transmission
time > 50 sec,
Transferred volumes
> 1.5MB
DL/UL >7
Different voice
performance per Device
New phones have many
functions, but is better to
use the old phones for
talking
To know our customers: How do they fill the network (NEW KPI)
Back to 2012…
Voice Performance per
Device
12 Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
… Old and New Devices …
Calls
SMS
WhatssApp
YouTube
Waze…
SMARTPHONE OLD PHONE
VS
…BUT…
... Smartphone vs Phone …
SMARTPHONE PHONES
Battery Life: 4-5 hours 4-5 days
Maximum drop height without
breaking:
50 cm (on parquet) 5th floor and then step on
Impact protection: a new cover please built- in device
SW Updates: one per week unnecessary
Life cycle: Maximum 2 years It still works after 20 years
It works with how many bandwidth? dozen of bandwidth
GSM,UMTS,LTE
… no one works perfectly ….
only 2 Bandwidth … but it works also
in the cellar
13 Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
M2M… old fashion? - 8 MAIN ITEMS
M2M: MAIN EVIDENCES
1. Mainly 2G only M2M
2. 2G only Devices in growing: + 9% during the last 5 years. Main uses:
1. Automotive: 65% cars and company fleets that utilize the
connection for security/infotainment/localization of vehicles.
2. Metering: 15% in the electric and gas industries the M2M allow
the elimination of electromechanical counters. Italy is the first
country in the world to have eliminated old counters for smart
M2M.
3. Gaming: 10% control devices with legal purpose on Slot
machines.
4. Other: 10% (elevators, remote alarms, remote monitoring..)
3. Prevalent usage of corporate APN
4. Important % of «Reject» that causes contest activation failure, increasing
further the signaling. This is due also to a lack of IP addresses on the
Client server.
5. Connectivity Model: High impact on the signaling in front of a very low
Data (<10MB/month).
6. High presence in highway and harbors. Important diffusion at a regional
level.
7. Resolution 120/15/CONS : …. What about to review current rates that
today are designed for Human use ?
8. Considerable increase of contract at a European level (Permanent
Roaming)
Sites with high concentration of M2M
M2M Type of Registration
Trend 2010-2015
Mobile Devices Types
14 Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
M2M: Evidence of Mobility - % of static & dynamic M2M
% of ‘Statics’ M2M – ALL % of ‘Statics’ M2M – Main concentration
15 Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
Thank you
What kind of Device do You use, and how long are you
using it?
… and what if we asked to our children?
16 Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
BACKUP
17 Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
Risultati del Progetto FUB (Fondazione Ugo Bordoni) Campagna di misure VOCE
svolta da FUB sulle reti TIM e VF
Terminali tradizionali
Smartphone
A parità di servizio offerto dalle Reti mobili, la tipologia di terminale usata dal Cliente, ha FORTE IMPATTO sulla
Qualità complessiva Percepita.
Gli smartphone (con S.O. evoluti) fanno molte più cose dei cellulari tradizionali. I cellulari tradizionali (con S.O.
semplici), fanno bene le (poche) cose che sanno fare.
Ente certificato esterno
“indipendente” ingaggiato da AGCOM
Cosa è emerso dal Progetto FUB ?
Scopo del progetto era la valutazione delle prestazioni VOCE, in ottica utente, di Smartphone e cellulari
“tradizionali” su rete mobile dei due principali operatori mobili in Italia: TIM e Vodafone. (Risultati finali aggregati
su Rete TIM+VF)
SCOPO
La campagna di misura è stata effettuata mediante una successione di Chiamate VOCE originate da rete Fissa
verso i terminali posti su veicoli in movimento (stesso istante, stesso luogo) e basata su 2 parametri di misura:
Inaccessibilità chiamate VOCE o Setup Failure Rate (SFR)
Cadute chiamate VOCE o Drop Call Rate (DCR)
In funzione agli esiti dei 2KPI voce è stata fatta una classificazione in 4 categorie di qualità.
STRUMENTI
Roma, 7 Marzo 2012
Incontro presso sede FUB
18 Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
FUB (Fondazione Ugo Bordoni) - valori ufficiali Globali (Reti TIM+VF)
MARCA MODELLO Tipo Device S.ORanking
Definitivo
Valori definitivi
FUBFASCIA
Nokia C1-01 tradizionale proprietario 1° 0,64% ottimo
Nokia 2720 tradizionale proprietario 2° 0,69% ottimo
Apple iPhone 4 smartphone iOS 3° 0,82% buono
Samsung Galaxy S2 smartphone Android 4° 0,84% buono
Nokia 5230 smartphone Symbian 5° 0,94% buono
Samsung C 3050 tradizionale proprietario 6° 1,00% buono
RIM (Blackberry) Torch 9800 smartphone BB OS 7° 1,02% buono
HTC Wildfire smartphone Android 8° 1,51% mediocre
Nokia N8 smartphone Symbian 9° 1,73% mediocre
LG Optimus 7 smartphone Windows Mobile 10° 10,29% scadente
CADUTE: DCR (Drop Call Rate)
VALORI GLOBALI (su rete TIM e VF)
MARCA MODELLO Tipo Device S.ORanking
Definitivo
Valori definitivi
FUBFASCIA
HTC Wildfire smartphone Android 1 0,78% ottimo
Nokia C1-01 tradizionale proprietario 2 1,44% buono
Samsung C 3050 tradizionale proprietario 3 1,62% buono
Nokia N8 smartphone Symbian 4 1,63% buono
Nokia 2720 tradizionale proprietario 5 1,67% buono
Apple iPhone 4 smartphone iOS 6 2,72% mediocre
Nokia 5230 smartphone Symbian 7 2,77% mediocre
RIM (Blackberry) Torch 9800 smartphone BB OS 8 2,83% mediocre
Samsung Galaxy S2 smartphone Android 9 3,21% mediocre
LG Optimus 7 smartphone Windows Mobile 10 7,49% scadente
INACCESSIBILITA': SFR (Setup Failure Rate)
VALORI GLOBALI (su rete TIM e VF)