ACMA Mobile Network Performance Forum ACMA Mobile Network Performance Forum

November 14 2013November 14 2013

How Industry informs consumers about mobile network performance ?

Mobile History in AustraliaMobile History in Australia

3G

CDMA

GSM

AMPS

First fully automaticmobile system

Australian Mobile

Subscriptions(Millions)

30

25

20

15

10

4G

1981 1987 1993 1999 2000 2003 2007 2011 2012

4 Screen World – 1st Screen 4 Screen World – 1st Screen Converged DevicesConverged Devices

SmartPhones - TabletsSmartPhones - Tablets

Top ten activities Top ten activities performed on smartphonesperformed on smartphones

Mobile broadband annual traffic Mobile broadband annual traffic projections Australia projections Australia

2009 to 20142009 to 2014

0

200

400

600

800

1,000

1,200

1,400

1,600

1,800

2009 2010 2011 2012 2013 2014

Year ending 30 June

An

nu

al t

raff

ic (

GB

, m

illio

ns)

Moderate growth Accelerated growth

Source: Network Strategies 2010

“There is widespread recognition that mobile broadband services are an economic enabler within society and the provision of these services, technologies and applications in the wider community is in the public interest.”

Source: 2011 ACMA “Towards 2020 Future spectrum requirements for mobile broadband”

Meeting customer demand for quality user experiences with latest generation mobile devices, apps and services depends on industry investing $billions in:•latest generation technologies•network infrastructure and •radio-frequency spectrum

Infrastructure ChallengesInfrastructure Challenges

Technology EvolutionTechnology Evolution

Ericsson 2013

Mobile Telecommunications Mobile Telecommunications Network InfrastructureNetwork Infrastructure

• Currently 18,000 radio sites

• 3,000 in feasibility, planning or acquisition stage at any given time

• Network Deployment activity to expand and augment capacity and coverage can also raise community concern

• Public concerns can exist in relation to:– Visual amenity– Electromagnetic Fields - EMF– Deployment consultation with community

Information about coverage and Information about coverage and network performancenetwork performance

How industry informs customers How industry informs customers about coverageabout coverage

Online Resources Apps Point of Sale Customer Support

Interactive coverage maps – customer inputs location and can see expected coverage for that location and often what kind of coverage e.g. 2G/3G/4G or indoor/outdoor or video and data/voice.

Carrier’s own apps (check signal strength, speed, find out about planned upgrades, outages). Apps are also a means for customers to provide feedback on coverage to carriers.

Online coverage maps are available in-store to retail staff and customers. (Smaller resellers will have hard-copy coverage maps available.)

Customer service staff trained to trouble-shoot coverage and network performance issues.

Tips on enhancing coverage and network performance also available on www.mobiletips.org.au  

3rd Party Apps – to check speed, report issues, monitor device and network performance

Retail staff trained to assist with coverage questions and network performance issues – ongoing training issue

Technical support is available to customers who experience device and/or network performance issues.

Information about frequency bands used and handset compatibility/recommendations.

  Carriers provide various offerings to assist customers who want to improve coverage/network performance at their particular location e.g. antennas, femtocells,

Remedies exist under service provider or carrier’s network/customer guarantees as well as under the Australian Consumer Law .

On Line resources - Coverage MapsOn Line resources - Coverage Maps

As well as general information and tips relating to coverage, mobile carrier websites include interactive, detailed coverage maps.

Input : address / location / device (in some cases)

Output: expected coverage, type of coverage e.g. 3G/4G or indoor/outdoor, planned network upgrades, timing

Note – coverage maps are a guide based on complex algorithm and prediction process - and other factors can still influence a customer’s experience e.g. bad weather or obstructions.

How are coverage maps compiled?How are coverage maps compiled?

• Network planning and capacity forecasts (for each cell) – an ongoing process as networks are upgraded and new networks are rolled-out e.g. 4G

• Regular network monitoring, network statistics and KPIs e.g. dropped calls, data through-put, as well as complaints and customer feedback

• In the field and drive tests – includes extensive handset and device testing.

• ‘Aggregation of info’ - apply a complex algorithm and prediction process to determine network footprint including areas with problems and allocate priorities for network upgrade/expansion

AppsApps

• My Vodafone App – gives access to location-based coverage map and updates on network upgrades e.g. over 1000 4G sites planned by Jan 2014

• My Optus App – tracks usage and provides access to FAQs and chat with customer service

• Telstra 24/7 App – tracks usage and provides access to customer service, crowd support, find a store

• Independent Apps - to check speed e.g. Ookla’s Speedtest.net app (android and iOS versions available)

Point of SalePoint of Sale

• Materials– Access to online and hard copy coverage maps in-store

• Staff training– Staff trained to match handset to customer requirements i.e. a 4G

handset only where 4G is available

• Questions to customers e.g.– How do you want to use your phone e.g. just calls or internet/data?– Where/when will you use your phone e.g. home, work, out and about,

commuting, on holidays?

Customer SupportCustomer Support

• Many ways to contact customer support – phone, on-line, crowd support and social media.

• Customer care staff trained to trouble-shoot coverage/performance issues to determine if it’s a handset, network or other cause for the problem being experienced

• Escalation to technical support where needed.

• If a problem cannot be resolved, customers can talk to their provider about a refund, replacement, cancellation of the service under the ACL’s consumer guarantee.

Next part of the conversationNext part of the conversation

Today: Listening, understanding the issues / perspectives – identifying the any gaps between customer expectations and experience.

Next steps:Analyse the outcomesWork with ACMA,TIO et al on conclusions and possible actionsIndustry committed to enhancing consumer information and awareness

Thank you