Consultation Paper for Pstn Wireline and Wll

7/29/2019 Consultation Paper for Pstn Wireline and Wll

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BTRC Consultation Paper on QoS

Consultation Paper No. 02/2009

Bangladesh Telecommunication Regulatory Commission

Standardization of Quality of Service (QOS) Parameters for

Public Switched Telephone Network (Wire Line and WLL)


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CHAPTER 1

1. Background

1.1 Bangladesh National Telecommunication Policy, 1998 stipulates

maintenance of Quality of Service to prescribed standards set by the

commission. Further, Article 30 (2)(j)&(k) of the Bangladesh

Telecommunication Act, 2001 empowers Bangladesh Telecom Regulatory

Commission (BTRC) to set the technical standards of telecommunication

services provided by operators and to ensure that such services conform to

such standards set by the Commission. Also in accordance with this Article,

the Commission is mandated to make arrangements for monitoring the QoS

standards set by the Commission and their compliances. The licenses issued

to operators by the BTRC as well as the licenses previously issued by the

Ministry of P&T on revalidation require the Operators to comply to standards

and QoS benchmarks and reporting of performance at the specified periodic

intervals, primarily to achieve the following objectives:

i) Create conditions for customer satisfaction by making known the


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standards. Maintenance of QoS is important to achieve customer satisfaction and

to protect consumer interest as well as to enable the customer to make informed

choice of an operator. In a competitive scenario, the need for service providers to

provide good service to attract and retain the customer should serve as an

incentive for operators to maintain high quality of service.

1.3 Wire line services being the traditional form of telecom services that the

consumers are accustomed to in this country; the operators need to take proper

measures to meet their expectations in regard to the Quality standards. In this

context, this consultation paper intends to facilitate the operators for eliciting their

comments in relations to various parameters proposed. The paper also contains

the QoS parameters and their benchmarks for the WLL services.


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CHAPTER 2

Quality ofService (QoS) Parameters and their

Benchmarks for PSTN (Wire Line)

2. PSTN (Wire Line) Services

2.1 Present Status

Even though fixed wire line licenses have definite provisions in regard to quality

of service standards and their benchmark and also for reporting of performance

by the operators at the specified periodic intervals, it has been observed that the

same is not being followed by them. Therefore, in order to obtain views of all the

stakeholders on plausible reasons in not complying with the license conditions

and also to bring out a regulation by BTRC for enforcing the QoS standards,

there is apparent need to review the existing QoS performance standards, their

monitoring and measurement in the interest of subscribers and above all

indicative of QoS actually being realized and provided by the operators.

Sched le 4 1 (cla se 10 02) of PSTN license relates to QoS standards hich


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5. Percentage of calls for operator services answered within 15

seconds.

6. Number of complaints per 1000 bills issued.

7. Customer satisfaction rate.

8. Call setup time.

9. Call success rate.

ITU, however, has chosen these performance indicators for collecting

comparative statistical data of its member countries for publication in the ITU

Telecom Indicators Handbook and has not recommended any benchmarks for

these parameters and left it to regulation by each country. Considering, therefore,

the ITU-T recommendations as well as QoS benchmarks adopted by the

countries of Asia Pacific region1, the following QoS benchmarks for objective

(measurable) and subjective (Customers perception of service quality)

assessment are suggested for the purpose of consultation with the stakeholders.

2 2 Obj ti A t


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publicized. In order to ensure that applications for telephone connections are

registered in a transparent manner and without any discrimination, it is

mandatory for the service provider to register all demands for main lines and

allocate registration number to the prospective customer in chronological order. If

the telephone can be provided on demand, the same should be provided within

the period in accordance with the prescribed benchmark as above. In all other

cases, waiting list should be maintained and connections released in a non-

discriminatory manner as per the waiting list, objectively predetermined for

various categories, if specified. The customer should also be made aware of his

position in the waiting list.

2.2.2 Service blocking probability

The blocking of service could occur either due to an Exchange failure or partial

blocking of the common control equipment in the exchange. The benchmark

prescribed in schedule 4.1 of the license is 1% i.e. the service blocking

probability should not be more than 1%.

2.2.3 Installation Appointment Met


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other force-majeure condition, which are beyond the control of service providers

are excluded.

In all such cases, the customer should be informed about the reason and the

time by which the fault will be rectified and the service restored. However, the

customer will be entitled for rebate in rent till the fault is rectified in all cases.

Measurement

Fault incidences i.e. no. of faults/100 customers (main lines)/month =

Total number of faults in the Quarter (3 months) 100---------------------------------------------------------- x --------

3Total No. of Main Lines at the end of the Quarter

2.2.5 Percentage of Faults Cleared

In order to bring out perceptible improvement in QoS, it is suggested that these

parameters be fixed as under:

a) Faults cleared by the next day>= 80%


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taken in rectifying the fault, the nonworking hours i.e. from 6 P.M to 8 A.M

next day and holidays shall be excluded).

Measurement:

Mean Time to Repair(MTTR) = sum of duration of each repair time in

hours for all the fault incidences in a Quarter(3 months) / Total no of fault

incidences in that quarter( 3 months)

2.2.7 Call Completion Ratio

Call Completion Ratio is defined as the ratio of the number of successful calls to

the number of call attempts. Not all call attempts result in successful calls i.e.

called party answers. A variety of reasons such as called line busy, no answer

and congestion in the network as well as customer behavior like premature

release, wrong dialing etc. are responsible for the failure. Congestion or blocking

occurs due to either common control equipment congestion in the exchange or

congestion in the trunk circuit / junction group to handle the calls. Considering

these aspects, it is proposed that the benchmark for call completion ratio within

th l l t k h ld b b tt th 55% d d i Ti


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received from customers due to billing/charging errors, including the timeliness in

delivery of bills. All complaints on each bill are taken as one complaint. The

benchmark for this parameter should not be more than 0.1% of bills issued

i.e. not more than one bill in one thousand bills issued should be disputed

over a billing cycle.

The types of billing complaints generally include the followings:

Payment made and not credited or wrongly credited;

Payment made on time but late payment charges levied wrongly;

Wrong billing;

Excess billing;

Charging for toll free services;

Local call charges billed as NWD/IDD or vice versa;

Calls or messages made disputed;

Credit agreed to be given but not accounted in the bill;

Charging for services provided without consent;

Charging not as per tariff plan;

Overcharging or undercharging;


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during the quarter X 100) / number of billing complaints received during

the quarter.

Further, it is proposed to introduce a parameter Period of all refunds/

payments due to customers from the date of resolution of complaints.

Not only, a billing complaint has to be resolved within 4 weeks but any

credit/waiver/adjustment arising out of resolution of that complaint has to

be made to the customers account within 4 weeks of resolution of the

complaint and intimation thereon to the customer.

2.4 Customer Care/ Customer Help

2.4.1 Promptness in Attending to Customers Requests

a) Shift

Shifting of telephone involves shift within the exchange area, shift outside the

exchange area and shift outside the service area. One of the important issues

involved in shifting of wire line telephone is technical feasibility at the address,

where the telephone is required to be shifted. It is proposed to set the

b h k f hifti f t l h i th h ithi 3


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Within 60 seconds = 80%

Within 90 seconds = 95%

In addition to above, there is need to provide a benchmark for accessibility of call

centre number which means that the customer should be able to access the call

centre without much difficulty. The benchmark for this is proposed as under:

Minimum 95% calls to be connected successfully.

2.5 Point of Interconnection (POI) Congestion

Telecom networks interconnect with each other at the Point of Interconnection.

Each interconnecting party should provide sufficient capacity up to the Point of

Interconnection to carry its traffic to the other network. Congestion at the POIs is

due to inadequate interconnection commensurate with the outgoing traffic at thePoint of Interconnection between two telecom networks. The benchmark for

POI congestion is proposed as =1 %. Each service provider has to measure its

outgoing traffic during Time Consistent Busy Hour (TCBH) to check adequacy of

available network resources to ensure that the POI congestion is within the

specified benchmark limit.


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CHAPTER 3

Quality ofService (QoS) Parameters and

their Benchmarks for WLL

3. PSTN (WLL) Services

3.1 Complaints/ Fault Incidence and Repair

There are distinct provisions in the PSTN (WLL) licenses to set up a mechanism for

receipt and disposal of complaints. Complaints/ fault incidence will include the

problems relating to network performance namely non-availability of service, delay in

call setup, no ring back, call blocking, call drop, poor voice quality, service

coverage, etc. The benchmark proposed for this Key Performance Indicator (KPI) is

as under:

No of complaints per 100 subscribers per month: Benchmark: =1%.

3.2 Network Performance


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The parameter is computed from the data generated by BTS failure alarm

display in OMC/NMS.

3.2.2 Worst Affected BTSs on account of Downtime

Worst affected BTSs on account of down time are those BTSs, which remain out of

service for more than 96 hours in a Quarter (each time for more than 1 hour). Such

BTSs shall be taken as worst affected BTSs for the computation of this parameter.

The benchmarks for worst affected BTSs due to downtime are proposed as:

Benchmark = 1%.

Measurement:

The performance against the benchmark shall be measured as under:

Percentage of worst affected BTS based on down time =

No. of BTSs having accumulated down time of >=96 hours in a quarter x 100

divided by the Total no. of BTSs in the network


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Thus established calls is a process which includes complete signaling in the call set

up and does not measure the performance of the called exchange or that of the

Point of Interconnection. This is defined as under:

Call set up success rate = (Total no. of Established calls x 100) / (Total no. of call

Attempts)

While computing this parameter the off-net and on-net calls shall be taken into

account but the hand off will be excluded.

It is proposed to keep the benchmark for this parameter as: = 95%

Measurement:

This parameter is to be computed from NMS/OMC Data. Quarterly value of

this QoS parameter will be computed by averaging the daily TCBH value for

the whole quarter.

3.2.4 Service Access Delay

This parameter defines the time taken from pressing the send button of WLL Set


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Measurement:

These parameters shall be measured offline by using TEMS tool. Quarterly

value of this QoS parameter will be computed by averaging the value of 1000

sample calls over a period of one quarter.

3.2.5 Block Call Rate

Block call means a call that is not connected because there is no free channel toserve a call attempt.

a. Paging Congestion: This parameter denotes congestion in the network due to

non-availability of signaling channel known as paging channel in respect of

CDMA network. This is defined as under

Paging Congestion = (Total no. all type of Paging Assignment Failure x 100 ) /

(Total no. of all type of Paging Assignment Attempt)

Handoff, MOC, MTC, SMS, disconnect, location update, emergency call and all other

counters/procedures should be taken into account while computing this parameter. .


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Measurement:

This parameter is to be computed from NMS/OMC Data. Quarterly value of

this QoS parameter will be computed by averaging the daily TCBH values for

the whole quarter.

3.2.6 Call Drop Rate

This parameter is a measure of uninterrupted quality of call during the entire length

of conversation i.e. once the Traffic Channel has been assigned, the call should not

drop. This parameter measures failure in coverage, problem with the quality of

signal, network congestion and network failure. Dropped Call Ratio is the

percentage of calls which, once they have been correctly established and therefore

have an assigned TCH, are interrupted prior to their normal completion by the user,

the cause of the early termination being within the operators network. This is

defined as under

Call Drop Rate = (Total no. of calls dropped due to all the reasons x 100) /


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as user voice voice/data. In CDMA system a good channel should have FER value =

4%.

The proposed benchmark for connections of good voice quality = 95%.

Measurement

The measurement of voice quality parameter can be done from data derived

from the system, as well as from drive test, which may be done on sample

basis.

3.2.8 Service Coverage

This parameter is intended for measuring the coverage in terms of the received

signal strength in a given service area. However this parameter is used by the

operator primarily to check and improve the radio coverage, if necessary, in the

service area. The benchmarks for the service coverage are proposed as under:

Indoor = - 75 dBm.

In-Vehicle = - 85 dBm.


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Inter-network congestion at the POI,

loss of calls ,

repeated call attempts by customers,

deterioration in QoS; and

Customers dissatisfaction

The benchmark proposed for POI Congestion = 1%

Measurement

This parameter is measured using OMC generated data during Time

Consistent Busy Hour (TCBH) once in a month.

3.3 Customer Care/Assistance

3.3.1 Response Time to the Customer for Assistance

This parameter reflects the speed with which a call is answered either by the

operator or by the IVR system at the Call Centre/Customer Care/Help Desk or fault

repair service provided by the service provider. It is proposed to set QoS standards


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In case of calls handled by IVRS and operator, the call center data will

be used to compute the response time. In case of calls to be connectedto the call centers successfully, the parameter has to be computed on

sampling basis.

3.3.2 Customers Request Compliance

Customer can demand provision of supplementary value added services as well as

termination of the service and it is expected that prompt attention will be given in

compliance to customers requests. It is therefore, necessary that QoS benchmarks

are fixed for complying with the requests of the customers n respect of the following

services:

Provision of supplementary/ Value added services.

Termination of Services.

It is proposed that 100% requests for providing supplementary services or for

terminating the service should be complied within 24 hours. Thus the benchmark for

this parameter is proposed as = 24 hours.


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Benchmark should be = 0.1% i.e. not more than 1 bill in 1000 bills issued

should be disputed over a billing cycle.

3.4.2 Resolution of Billing Complaints

In order to have customers confidence in the matters of billing and charging, it is

important that the complaints in this regards are minimal and disposed off quickly.

Accordingly, it is proposed to set the benchmark as under:

100% complaints should be resolved within 4 weeks.

3.4.3 Refunds / payments due to Customers from the Date of Resolution

of Complaints

The benchmark for this parameter is proposed as under:

All refunds in the form of deposits/ credit / waiver / adjustment should be

made within 4 weeks after the resolution of the billing.


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CHAPTER-4

Customers Perception of Service

Subjective Parameters and their Benchmarks

4. Background

A customers perception of Quality means his judgment on the overall

satisfaction or otherwise of the service. Customer perception is the main

criterion by which the service providers can assess and measure the true

value of the quality they provide. Market research study2 shows that around

70% of customers dissatisfied with a service will go elsewhere, but only 5%

will tell that they are unhappy. Dissatisfied customers tell an average of more

than ten people about their poor experiences while satisfied customer will tell

only five. Another study3 has shown that it costs up to five times as much

money to attract a new customer as to keep an existing one, but 95% of


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Customers perception could be influenced by a variety of factors which will

affect their judgment of quality, such as

Customers awareness of services

Customers expectations

Experienced Quality

Customers recent experiences

Advertising and marketing

Nature of the survey

Survey by Independent Agency

Survey by an independent agency is the most direct way of measuringcustomer satisfaction by means of the verbal or written feedback from a

sample of customers. This method can be carried out to find out the customer

satisfaction on the different aspects of the telecommunications services. Such

surveys and the resulting analysis should ideally done by an independent


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Satisfaction about time taken for shifting a telephone.

Satisfaction with re-activation of service in case of disconnection due to

non-payment.

Satisfaction with ease of understanding the offer or tariff plan.

The benchmark proposed in regard to provision of service = 95%

4.1.2 Billing/ Charging Performance

Post Paid:

Satisfaction with timely receipt of the bill.

Satisfaction with the accuracy and completeness of the bill

Satisfaction with the clarity in bills/ presentation of the billing information

in terms of transparency and understandability.

Satisfaction with the process of resolution of billing complaints


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Satisfaction with the overall grievance redressed mechanism.

The benchmark proposed is % satisfied with help service = 90%

4.1.4 Network Performance, reliability and Availability

Satisfaction with the network coverage (signal strength or availability of

telephone connections).

Satisfaction with the ability to make or receive calls easily.

Number of call drops experienced during conversation.

Satisfaction with the voice quality.

Satisfaction on Bandwidth availability.

Satisfaction with Internet Access.

The benchmark proposed is % satisfied with Network Performance,

reliability and availability = 95%


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Satisfaction with the voice mail.

Satisfaction with the quality of the supplementary/ value added services.

The benchmark proposed is % satisfied with Supplementary

Services/Value Added Services = 95%

4.1.7 Overall Customer Satisfaction

Satisfaction with the quality of total service offering

The benchmark proposed for Overall Customer Satisfaction is = 95%

4.2 Assessment of Customers Perception of QoS

The assessment could be made either by getting the response of the customers to

questionnaire or through personal/telephonic interviews. For computing the

percentage satisfaction level of the customers, one of the following two methods may

be adopted:

4.2.1 Weighted Satisfaction Scores


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4.2.2 Alternate Approach - Mean Opinion Score (MOS)

In this process the customer perception is recorded on a five point scale as under:

Customer

Perception

Excellent Good Fair/Average Poor Bad

Mean opinion

Score(MOS)5 4 3 2 1

Minimum acceptable Mean Opinion Score can be specified as a benchmark of

customers perception of QoS. It is proposed that (4-Good) could be an acceptable

indicator of customer satisfaction.

Measurement

The MOS can be computed by using the following formula:

MOS = (5 A + 4B + 3C + 2D + 1E) / N


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100000 1056

200000 1061

500000 1065

1000000 and above 1066

These are determined on the following basis:

Confidence level - 95%

Confidence interval - 3


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CHAPTER - 5

Record Keeping, Reporting of Quality of Service Performance

by operators and Customer Survey

5.1 Need for Record Keeping

For the purposes of verification and audit of QoS parameters by the Regulator, it is

important that the data regarding performance and benchmarks are kept and

maintained properly. While some of the data related to network performance is

generated by OMC/ NMS and stored in electronic form, the others are to be recorded

and kept in a manner that these could be retrieved/ obtained whenever required.

This calls for adopting uniform record keeping procedure by all the service providers

so that the verification and auditing could be done either by the staff of the BTRC or

by an independent agency engaged by BTRC. For this purpose the Reporting

formats given in Tables 1 and 2 may be utilized.

5.2 Reporting of Performance against the QoS Benchmarks


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carried out to verify the correctness of these reports The BTRC may also put in place

a system of Direct Monitoring for which purpose, secure access to the concerned

Operators facility and necessary tools to enable it shall be provided by the Operator.

As far as customer survey is concerned, this has to be carried out by an expert

agency to assess the perception of a customer about the service he/she is getting.

To carry out the customer survey a set of questionnaire, is provided in Table 3.


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CHAPTER - 6

Proposals on QoS Benchmarks and Issues for Consultation

Summary of Proposals for Consultation

6.1 Benchmarks for PSTN (Wire Line) Services

Chapter 2 of this document contains objective QoS parameters in respect ofService

provisioning interval, Service blocking probability, Installation appointment

met, Installation appointment with other service providers, in time activation of

service switched to other service providers with both parties agreed, fault

incidence, % of faults cleared, Mean Time to Repair (MTTR), call completion

ratio, metering and billing credibility, customer care, Point of Interconnection

Congestion. All these parameters have been defined as well as benchmark in

respect of each has been proposed. Also the method of measurement has been

brought out against each parameter. The comments of the stakeholders are solicited

in regard to the benchmarks, their relevance in todays context and the methods of

measurement to compute the performance parameters.


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customer perception of QoS, two approaches have been suggested namely the first

one as the Weighted Satisfaction Scores and second one as Mean Opinion Score

(MOS). The comments of the stakeholders are invited regarding the method of

assessing the customers perception by using either Weighted Satisfaction Scores or

Mean Opinion Score (MOS).


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TABLE 1

OPERATORS REPORTING FORMAT FOR PSTN (WIRELINE) SERVICES

REPORT FOR THE QUARTER ENDING: ---------------------

NAME OF SERVICE PROVIDER: ---------------------

SERVICE AREA: ---------------------

Sl No. Parameters Benchmarks AveragedOver Period

of

QoSAchieved

1 ServiceProvisioningInterval.

Urban- 90% within 5 daysand 100% within 7 days.

Rural- 90% within 10 days

and 100% within 15 days.

One Quarter

2 Service BlockingProbability

=


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complaints

10 Customer Care

i) Promptness inattending toCustomer request

ii) Closure

i) Shift =


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TABLE 2

OPERATORS REPORTING FORMAT FOR PSTN (WLL) SERVICES

REPORT FOR THE QUARTER ENDING:---------------------

NAME OF SERVICE PROVIDER:---------------------

SER VICE AREA:---------------------

Sr.

No. QoS Parameters Benchmarks

Averaged

Over a

Period of

QoS

Achieved

1 Complaints/ Fault

Incidence and Repair

1.1 No of complaints per 100

subscribers per month

=


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b. In vehicle (assuming 10

dB loss of signal)

>= -85 dBm One Quarter

c. outdoors >= -95 dBm One Quarter

2.9 Point of Interconnection

Congestion (POI)

=< 1% One Quarter

3 Customer

Care/Assistance

3.1 Response Time to the

customer for assistance

a. Electronically 80 % within 20 sec

95% within 40 sec

One Quarter

b. Voice to voice (By

Operators)

80 % within 60 sec

95% within 90 sec

One Quarter

c. Call center

accessibility

>= 95 % One Quarter


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TABLE 3

SURVEY OF PSTN (WIRELINE and WLL) SERVICES

Questionnaire for Customer Survey

Name of the operator: -----------------

Name of the service area: --------------

1. Service Provisioning

1.1 How much time was taken to get thetelephone connection installed and activatedafter you applied for it?

1. =< 7 days

2. 7-15 days

3. 16-30 days

4. >= 30 days

1.2 How satisfied are you with time taken toprovide telephone connection?

1. Very satisfied

2. Satisfied

3. Dissatisfied

4. Very dissatisfied

1.3 How satisfied are you with the time takenfor shifting of telephone?

1. Very satisfied

2. Satisfied

3. Dissatisfied


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2.4 Have you made any billing relatedcomplaints in last 12 months?

1. Yes

2. No

2.5 How satisfied are you with the process ofresolution of billing complaints?

1. Very satisfied2. Satisfied

3. Dissatisfied


2.6 How satisfied are you with the clarity ofthe bills sent by your service provider interms of transparency and understandability?

1. Very satisfied

2. Satisfied

3. Dissatisfied

4. Very dissatisfied2.7 Please specify the reasons for yourdissatisfaction in regard to question 2.6

1. Difficult to read the bills

2. Difficult to understand the language

3. Calculations not clear

4. Item-wise charges not given

5. Others(please specify)------------

3. Help Services/ Customer Care

3.1 Did you complain or make a query in thelast 12 months to the customer care/callcentre of your service provider?

1. Yes

2. No

3.2 How satisfied are you with ease ofaccess of call centre/ customer care or helpline?

1. Very satisfied

2. Satisfied

3. Dissatisfied



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4.3 How satisfied are you with the voice

quality?

1. Very satisfied

2. Satisfied3. Dissatisfied


5. Maintainability (Fault Repair)

5.1 Have you experience fault in yourtelephone connection in the last 12 months?

1. Yes

2. No

5.2 How many times your telephone became

faulty in the last 1 month.

1. Nil

2. 1 time3. 2-3 times

4. More than 3 times

5.3. How long did it take generally forrepairing to fault after lodging complaint?

1. 1 day

2. 2-3 days

3. 4-7 days

4. >= 7 days

5.4 How satisfied are you with the fault repairservice?

1. Very satisfied

2. Satisfied

3. Dissatisfied


6. Supplementary Services

6.1 Do you use services like call waiting, callforwarding voice mail etc

1. Yes

2 No

BTRC C l i P Q S


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3. 4-7 days

4. >= 7 days

8.5 Did your service provider adjust yoursecurity deposit in the bill raised after yourequested for termination?

1. Yes2. No



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Page 40 of 44

Annexure - 1

International QoS Benchmark for Fixed Wireline Services

Sr. No.

QoS

Parameters /

KPI

International

Australia India KSA

(Saudi

Arabia)

Malaysia Nepal Pakistan Singapore

1 ServiceProvisioning

Urban within

5 days

Rural within

10 days

100% in less

than 7 days

90% within

3 days`

Urban

90% within

2 days

Rural

100%

within 7

days

100%

within 5

days

100%

within 5

days

95% within 5

working days

2 Service

Blocking

Probability

_ _

_ _ _

=

1%

_



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Page 41 of 44

3 Installation

Application

No. booked

and No. met

_ _

_ _ _ _

_

4 Installation

Appointment

with other

service

provider

_ _

_ _ _ _

_

5 In time

activation ofservice to the

customer

switch to

other service

provider with

both party

agreed

_ _

_ _ _ _

_

6 Fault

incidence (

_ = 3 _ = 4 = = 4 = 0.5



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Page 42 of 44

No. of faults /

100 station /

month)


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Page 43 of 44

9 Call

completion

rate

_ =55% Within

local network

_ _ =4

5

%

98% _

10 Billing

complaints

_ = 0.1% = 0.3% = 2% 0.1% 1% _

11 (a) Resolution of

billing

complaints

_ 100% within 4

weeks

_ _ _ _ _

11 (b) Refund /

credit / waiver

/ adjustment

after

resolution of

billing

complaint

_ 100% within

4 weeks

_ _ _ _ _

12 Customer

care

Shift

_

_

= 3 days

= 24 hours

_

_

_

_

= 5 days

= 24

1 day

1 day

_

_



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Page 44 of 44

Closure

Additional

facilities

_ = 24 hours _ _ hours

= 24

hours

_ _

13 Response

time to the

customer for

assistance

Electronically

Voice to voice

_

_

80% in 20

sec.90% in 40

sec

80% in 60

sec. 95% in

90 sec.

90% within

20 sec.

_

_

_

80% in

30

sec.95%

in 60

sec.

80% in

60 sec.

90% in

90 sec.

98% in 30

sec._

_

_

14 POI

congestion

_ =.5% _ _ _ _ _

Documents

Consultation Paper for Pstn Wireline and Wll