1. 1/10/20031 End-to-end QoS in the users' point of view ITU-T Workshop Geneva 1-3 October 2003 P-Y Hébert - ETSI

2. 1/10/20032 QoS 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.

3. 1/10/20033 Users' concerns and QoS standards Today, any technical body in any standardization organization refers to users' QoS requirements. Each of these TBs has different purposes: 3means to improve the technical QoS 3measurement methods of the QoS 3definition 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

4. 1/10/20034 Users' concern fields about QoS Service fields 3Provision 3Operation 3Customer services 3Billing 3Other services Market areas 3Voice 3Data 3Internet access 3Private/public networks

5. 1/10/20035 Users' QoS criteria (1) Provision 3Preliminary information 3Completion efficiency 3Respect of allotted time 3Contract clarity 3Contract flexibility

6. 1/10/20036 Users' QoS criteria (2) Operation 3Service availability 3Coverage (mobile networks) 3Unsuccessful call ratio 3Set-up swiftness 3Absence of dropouts 3Speech or data quality 3Flow rate or transactions time 3Exchange security 3Terminal protection

7. 1/10/20037 Users' QoS criteria (3) Customer services 3Swiftness of after-sales service to answer calls 3Swiftness to repair 3Availability of operator services 3Efficiency of help line 3Number of call to report fault.

8. 1/10/20038 Users' QoS criteria (4) Billing 3Accuracy (counting and tariff) 3Number of claims Other services 3Directory service availability Response time Relevance of the answers

9. 1/10/20039 Standards focusing on 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)

10. 1/10/200310 Standards focusing on 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)

11. 1/10/200311 Lacks in current standards Provision 3Preliminary information 3Completion efficiency 3Respect of allotted time 3Contract clarity 3Contract flexibility

12. 1/10/200312 Lacks in current standards (2) Operation 3Service availability 3Coverage (mobile networks) 3Unsuccessful call ratio 3Set-up swiftness 3Absence of dropouts 3Speech or data quality 3Flow rate or transactions time 3Exchange security 3Terminal protection

13. 1/10/200313 Lacks in current standards (3) Customer services 3Swiftness of after-sales service to answer calls 3Swiftness to repair 3Availability of operator services 3Efficiency of help line 3Number of call to report fault.

14. 1/10/200314 Lacks in current standards (4) Billing 3Accuracy (counting and tariff) 3Number of claims Other services 3Directory service availability Response time Relevance of the answers

15. 1/10/200315 The Challenge How to better take into account the users' concerns about QoS regulation and standardization and how to fill the current gaps