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Benchmarked Key Performance Indicators Crisphine J. Ogongo, Engineer/Compliance Communications Commission of Kenya ITU-T Workshop on Delivering Good Quality.

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Presentation on theme: "Benchmarked Key Performance Indicators Crisphine J. Ogongo, Engineer/Compliance Communications Commission of Kenya ITU-T Workshop on Delivering Good Quality."— Presentation transcript:

1 Benchmarked Key Performance Indicators Crisphine J. Ogongo, Engineer/Compliance Communications Commission of Kenya ITU-T Workshop on Delivering Good Quality Telecommunication Service in a Safe Environment in Africa (Nairobi, Kenya, 26 th July 2010) Nairobi - Kenya July 2010

2 Content ITU/ETSI Standards QoS Regulation And Comparison With Intl Stds Conclusion Questions Nairobi - Kenya July 2010

3 ITU-T/ETSI STANDARDS Nairobi - Kenya July 2010

4 Definition Quality of service (QoS): The collective effect of service performances, which determine the degree of satisfaction of a user of the service (ITU-T E.800) Nairobi - Kenya July 2010

5 What QoS Really Is! Network Performance Parameters translated to ; system design, configuration, operation and maintenance Quality of service parameter influenced by; Statistics e.g «Call Block Rate» User/customer requirements Individual experience e.g «inaccessibility»- User opinion/requirements feed back in to the network planning process to alter planned performance and/or practical operational standards Nairobi - Kenya July 2010

6 ITU-T QOS Parameters with Targets Call Set Up Time/Post Dialing Delay Call Release Delay Answer Signal Delay End to End Blocking Handover Success Rate/Unsuccessful Handover Speech Quality Multimedia QoS Nairobi - Kenya July 2010

7 Call Set up time Call typeF-MM-FM-MDefinition Authentication/ ciphering Time interval between the end of dialing by the user and the reception by him of the appropriate tone or recorded announcement, or the abandon of the call without tone. Paging/alerting Routing number transfer Post-selection delay Local connection3.0 Toll connection5.0 International connection8.0 TOTALPLMN PSTN F-MM-FM-MNormal LoadHigh Load Mean95%Mean95% Local connection s6 s6 s4.5 s9 s Toll connection s8 s7.5 s12 s International connection s11 s12 s16.5 s Nairobi - Kenya July 2010

8 Answer Signal Delay PLMNConnection Definition Call typeF-MM-FM-M Time interval between the establishment of a connection between calling and called users, and the detection of an answer signal at the originating exchange. Local connection Toll connection International connection PSTN Normal LoadHigh Load Mean95%Mean 95% Local connection0.75 sec1.5 sec1.0 sec2.0 sec Toll connection1.5 sec3.0 sec2.0 sec4.0 sec International connection2.0 sec5.0 sec3.3 sec6.5 sec Nairobi - Kenya July 2010

9 Call Release Delay Call release delay (secs) Connection Type Call typeF-M, M-F, M-MPSTN Calling, or called, party clears 1.0 sec0.4 – 1sec Call release delay is defined as the time interval from the instant the first bit of the DISCONNECT message is passed by the user terminal which terminated the call to the access signaling system, until the last bit of the RELEASE message is received by the same terminal (indicating that the terminals can initiate/receive a new call). Definition Nairobi - Kenya July 2010

10 End to End Blocking 1990Improvement PLMN On radio Channel5-10%1% PLMN to Fixed1%0.5% Normal LoadHigh Load PSTN Local2%3% Toll Connection3%4.5% Intl Connection5%7.5% Definition: - The probability that any call attempt will be unsuccessful due to a lack of network resources Nairobi - Kenya July 2010

11 Unsuccessful Handovers Call typeF-M, M-F, M-M Probability of unsuccessful land cellular handover 0.5% Is the probability that a handover attempt fails because of lack of radio resources in the target cell, or because of a lack of free resources for establishing the new network connection. The failure condition is based either on a specified time interval since the handover request was first issued or on a threshold on signal strength Nairobi - Kenya July 2010

12 Speech Quality PESQ: - Perceptual evaluation of speech quality ITU-T P.862 An objective method for end-to-end speech quality assessment of narrow-band telephone networks and speech codecs PESQ compares an original signal X(t) with a degraded signal Y(t) that is the result of passing X(t) through a communications system. The output of PESQ is a prediction of the perceived quality that would be given to Y(t) by subjects in a subjective listening test(6). Provides Speech Quality raw values -0.5 to 4.5 Nairobi - Kenya July 2010

13 Speech Quality Original Signal X (t) Communication Network Y(t) Original Signal X(t) perceived Speech quality PESQ Algorithm Subjects in Listening Test Original Signal X(t) Perceived Speech quality PESQ: - Perceptual evaluation of speech quality ITU-T P.862 An objective method for end-to-end speech quality assessment of narrow-band telephone networks and speech codecs Nairobi - Kenya July 2010

14 Speech Quality contd ITU-T P Mapping function for transforming P.862 raw result scores to MOS The mapping ensures a domain rescaling from – to Nairobi - Kenya July 2010

15 Speech Quality Contd Speech quality depends on Transmission Rating Factor R The R value is a measure of a quality perception to be expected by the average user when communicating via the connection under consideration Nairobi - Kenya July 2010

16 Speech Quality Contd R-value range Equivalent MOS Values Speech transmissio n quality category User satisfaction 90 R < 100 5ExcellentVery satisfied 80 R < 90 4GoodSatisfied 70 R < 80 3FairSome users dissatisfied 60 R < 70 2BadMany users dissatisfied 50 R < 60 1PoorNearly all users dissatisfied Conversion of R values into MOS MOS = MOS = R + R(R-60)(100-R)7.10 Transmission Rating Factor conversion to MOS equivalent Nairobi - Kenya July 2010

17 MOS User Satisfaction Levels R- Value MOS Value CommentCountry R 01Nearly all users dissatisfied R = Many users dissatisfiedKenya R = 603.1Some users dissatisfiedNigeria/Kenya in 3yrs R = Some users dissatisfied R = Satisfied R Very satisfied Satisfied MOS = MOS = R + R(R-60)(100-R)7.10 Typical values used in Nairobi - Kenya July 2010

18 Data/Multimedia Parameters Critical to Users Delay variations Occurs at the transport layer in packetized data systems due to the inherent variable arrival times of individual packets Solved through bufferi ng Delay the time taken to establish a particular service from the initial user request and the time to receive specific information once the service is established. Packet Loss Of packets or bits during transmission Includes coding degradation Nairobi - Kenya July 2010

19 Multimedia (Audio and Video) QoS Parameters and targets KPI 1-way delay Delay Variation Information Loss (Packet Loss Ratio- PLR) Audio Conversational Voice <150 ms< 1 ms< 3% Audio Voice Messaging < 1 s playback < 1 ms< 3% High Quality Streaming Audio < 10 s<< 1 ms< 1% Videophone (2-way) < 150 ms< 1% Videophone (1-way) < 10 s< 1% Nairobi - Kenya July 2010

20 Multimedia QoS Parameters KPISymmetryT-ValuesDelay Web-browsing – HTML 1-way~10 KBP< 2 s /page A < 4 s /page No delay variation or information Loss Key P-preferred A-Acceptable T-typical Bulk data transfer/retrieval 1-way10 KB-10 MB P < 15 s A < 60 s Transaction services – high priority e.g. e commerce 2-way< 10 KBP < 2 s A< 4 s Command/control2-way~ 1 KB< 250 ms Still image1-way< 100 KBP < 15 s A < 60 s Interactive games2-way< 1 KB< 200 ms Telnet2-way< 1 KB< 200 ms (server access)1-way< 10 KBP< 2 s A< 4 s (server to server transfer) 1-way< 10 KBCan be several minutes Nairobi - Kenya July 2010

21 QOS REGULATION IN AFRICA AND COMPARISON WITH INTERNATIONAL STANDARDS Case studies Kenya Nigeria Uganda Tanzania Nairobi - Kenya July 2010

22 Status of Country QoS Regulation NigeriaTanzaniaUgandaKenya QoS regulated QoS Parameters and Targets Regulations xxx Guidelines x X Licenses xxx Objective parameters Subjective Parameters PSTN Network x Cellular Mobile Network Internet x Data (Leased Lines) xx Nairobi - Kenya July 2010

23 Objective KPIs and Targets Benchmarks KPI ITU Targets Kenyan Targets NigeriaTanzaniaUganda Completed Call (%)-90 >9999 Speech Quality (MOS) %age with Good SQ 4.0 MOS %>2.7 & 3.1 in 3 yrs 98 >2.0 MOS >95 95 Call Drop Rate (%)-22<32 Call Block Rate (%) Call Set Up Time (s)varied13.5< 10- Call Set Up Success Rate (%) Handover Success Rate (%)99.5% Call release delay1s--2s- Multimedia (IP) QoSVaried ITU --- Nairobi - Kenya July 2010

24 Subjective QoS parameters Account complaint rate Account complaint resolution time Disconnection complaint rate Disconnection complaint resolution time Miscellaneous complaint rate Miscellaneous complaint resolution time Fault report rate Fault repair time Billing Accuracy Service supply time Call centre answer success ratio Call centre answer time Complaint resolution Nairobi - Kenya July 2010

25 Conclusion ITU-T recommendations have covered many QoS issues but very few targets have been specified Where ITU-T targets are specified, they should be held as minimum thresholds not negotiable downwards Many regulators monitor QoS parameters Targets adopted by regulators vary widely Nairobi - Kenya July 2010

26 Questions How many regulators monitor QoS performance of providers? What are the KPIs monitored? How comprehensive are KPIs in addressing customers requirements? How do the targets compare with international standards or best practices? Is there need for African Regulators to benchmark and adopt similar and adequate parameters and targets? Nairobi - Kenya July 2010

27 Thank You Nairobi - Kenya July 2010

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