1/10/2003 1

End-to-end QoSEnd-to-end QoSin in

the users' point of viewthe users' point of view

ITU-T WorkshopGeneva 1-3 October 2003

P-Y Hébert - ETSI

1/10/2003 2

QoS in the current Telecom worldQoS in the current Telecom world

With the various emerging technologies (Mobiles network, VoIP,VPN) and the current competition Telecom service are delivered with very different QoS levels.

To get the QoS they expect users have to rely on regulation or on agreement with their supplier

In any case, standards are needed to monitor the QoS provided.

1/10/2003 3

Users' concerns and Users' concerns and QoS standardsQoS standards

Today, any technical body in any standardization organization refers to users' QoS requirements.

Each of these TBs has different purposes:means to improve the technical QoSmeasurement methods of the QoSdefinition of QoS service classes

All of them have in mind the technical quality Few of them are taking into account the

users' concerns about the QoS

1/10/2003 4

Users' concern fields about QoS Users' concern fields about QoS

Service fieldsProvisionOperationCustomer servicesBillingOther services

Market areasVoiceData Internet accessPrivate/public networks

1/10/2003 5

Users' QoS criteria (1)Users' QoS criteria (1)

ProvisionPreliminary information Completion efficiency Respect of allotted timeContract clarityContract flexibility

1/10/2003 6

Users' QoS criteria (2)Users' QoS criteria (2)

OperationService availabilityCoverage (mobile networks)Unsuccessful call ratioSet-up swiftness Absence of dropoutsSpeech or data qualityFlow rate or transactions timeExchange security Terminal protection

1/10/2003 7

Users' QoS criteria (3)Users' QoS criteria (3)

Customer servicesSwiftness of after-sales service to answer callsSwiftness to repairAvailability of operator servicesEfficiency of help lineNumber of call to report fault.

1/10/2003 8

Users' QoS criteria (4)Users' QoS criteria (4)

BillingAccuracy (counting and tariff)Number of claims

Other services Directory service availability

Response time Relevance of the answers

1/10/2003 9

Standards focusing Standards focusing on users' expectationson users' expectations

ITU-T Recommendation E.800: "Telephone network and ISDN quality of service, network management and traffic engineering: Terms and definitions related to quality of service and network performance including dependability".

ETSI NA (SPAN) ETR 003 (1994-10)General aspects of Quality of Service (QoS) and Network Performance (NP)

1/10/2003 10

Standards focusing Standards focusing on users' expectationson users' expectations

ETSI STQ EG 201 769 (2000-10)QoS parameter definitions and measurements; Parameters for voice telephony service required under the ONP Voice Telephony Directive 98/10/EC

ETSI UG EG 202 009 (2002-02) Quality of Telecom Services

Part 1: Methodology for identification of parameters relevant to the Users

Part 2: User related parameters on a service specific basis

Part 3: Template for Service Level Agreements (SLA)

1/10/2003 11

Lacks in current standardsLacks in current standards

ProvisionPreliminary information Completion efficiencyRespect of allotted timeContract clarityContract flexibility

1/10/2003 12

Lacks in current standards (2)Lacks in current standards (2)

OperationService availabilityCoverage (mobile networks)Unsuccessful call ratioSet-up swiftness Absence of dropoutsSpeech or data qualityFlow rate or transactions timeExchange security Terminal protection

1/10/2003 13

Lacks in current standards (3)Lacks in current standards (3)

Customer servicesSwiftness of after-sales service to answer callsSwiftness to repairAvailability of operator servicesEfficiency of help lineNumber of call to report fault.

1/10/2003 14

Lacks in current standards (4)Lacks in current standards (4)

BillingAccuracy (counting and tariff)Number of claims

Other services Directory service availability

Response time Relevance of the answers

1/10/2003 15

The ChallengeThe Challenge

How to better take into account the users' concerns about

QoS regulation and standardizationand how to fill the current gaps