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Benchmarked Key Performance
Indicators
Crisphine J. Ogongo,
Engineer/Compliance
Communications Commission ofKenya
I!" #orkshop on$eli%ering &ood 'uality elecommunication (er%ice
in a (afe En%ironment in )frica*+airoi, Kenya, -thJuly -01
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Content
ITU/ETSI Standards
QoS Regulation And Comparison
With Intl StdsConclusion
Questions
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I!"/E(I ()+$)2$(
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$efinition
Quality of serice !QoS"#
The collectie effect of sericeperformances$ %hich determine thedegree of satisfaction of a user of theserice !ITU&T E'())"
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#hat 'o( 2eally Is3*et%or+ ,erformance ,arameters translated
to-system design$ configuration$ operation andmaintenance
Quality of serice parameter influenced .y-
Statistics e'g Call 0loc+ Rate1
User/customer re2uirements
Indiidual e3perience e'g inaccessi.ility1&
User opinion/re2uirements feed .ac+ in tothe net%or+ planning process to alterplanned performance and/or practicaloperational standards
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I!" 'O( Parameters 4ith argets
Call Set Up Time/,ost 4ialing 4elayCall Release 4elay
Ans%er Signal 4elay
End to End 0loc+ing5andoer Success Rate/Unsuccessful5andoer
Speech Quality6ultimedia QoS
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Call (et up timeCall type 5"6 6"5 6"6 $efinition
Authentication/ciphering
)') 7'8 7'8
Time interal .et%een the end of
dialing .y the user and thereception .y him of the
appropriate tone or recorded
announcement$ or the a.andonof the call %ithout tone'
,aging/alerting 9') )') 9')
Routing num.er transfer 7') )') 7')
,ost&selection delay
:ocal connection ;') ;') ;')
Toll connection 8') 8') 8')
International connection (') (') (')
O)7 P76+ P(+
5"6 6"5 6"6 +ormal 7oad 8igh 7oad
6ean 9:; 6ean 9:;
7ocal connection 9 :.: 00.: < s s =.: s 9 s
oll connection 00 >.: 0.: s 0- s
International connection 0= 0.: 0.: ? s 00 s 0- s 0.: s
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)ns4er (ignal $elay
P76+ Connection $efinition
Call type 5"6 6"5 6"6 Time interal .et%een theesta.lishment of aconnection .et%een callingand called users$ and thedetection of an ans%ersignal at the originating
e3change'
:ocal connection
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Call 2elease $elay
Call release
delay *secs1
Connection ype
Call type 5"6, 6"5, 6"6 P(+
Calling$ or called$
party clears
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End to End Blocking
099 Impro%ement
P76+On radio Channel :"0; 0;
P76+ to 5i@ed 0; .:;
+ormal 7oad 8igh 7oad
P(+7ocal -;
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!nsuccessful 8ando%ers
Call type 5"6, 6"5, 6"6
,ro.a.ility of unsuccessful land cellular
handoer
)'8?
Is the pro.a.ility that a handoer attempt fails .ecause of
lac+ of radio resources in the target cell$ or .ecause of a lac+
of free resources for esta.lishing the ne% net%or+ connection'
The failure condition is .ased either on a specified time
interal since the handoer re2uest %as first issued or on athreshold on signal strength
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(peech 'uality
,ESQ# & ,erceptual ealuation of speech 2uality
ITU&T ,'(@7An o.ectie method for end&to&end speech 2ualityassessment of narro%&.and telephone net%or+sand speech codecs
,ESQ compares an original signal D!t" %ith adegraded signal !t" that is the result of passingD!t" through a communications system' Theoutput of ,ESQ is a prediction of the percei%ed
ualitythat %ould .e gien to !t" .y suectsina su.ectie listening test!@"'
,roides Speech Quality ra% alues &)'8 to 9'8
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(peech 'uality
Su.ectsin
:isteningTest
Original (ignal D*t"Percei%ed
(peechuality
,ESQ# & ,erceptual ealuation of speech 2uality ITU&T ,'(@7
An o.ectie method for end&to&end speech 2uality assessmentof narro%&.and telephone net%or+s and speech codecs
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(peech 'uality contAdITU-T P.862.1 - Mapping function for transforming P.862 raw result scores
to MOS
The mapping ensures a omain rescaling from !".# ... $.# to 1."2 ... $.#6
P.862.1_F1
"
".#
1
1.#
2
2.#
%
%.#
$
$.#
#
! 1 " 1 2 % $ #
P.862
MappeP.8
62
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(peech 'uality ContAd
Speech &ualit' epens on Transmission
(ating )actor (The ( *alue is a measure of a &ualit' perception to +e e,pecte +' the
a*erage user when communicating *ia the connection uner consieration
#"6""8""1""
T1211030-99
linear &ualit' scale
high
&ualit'
meium
&ualit'
low
&ualit'
/rea not
recommene
O*erall
(ating 0(0
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(peech 'uality ContAd
2"%alue range
Eui%alent
6O(alues
(peechtransmissio
n ualitycategory
!ser satisfaction
>) R F ) = &ood Satisfied=) R F () < 5air Some users dissatisfied@) R F =) - Bad 6any users dissatisfied
8)
R F @) 0 Poor *early all users dissatisfiedConersion of R alues into 6BS
6BS H 6BS H
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6O( !ser (atisfaction 7e%els
2"alue
6O(alue
Comment Country
R K ) < *early all users dissatisfied
R H 88 7'(;8 6any users dissatisfied Lenya
R H @) ;'< Some users dissatisfied *igeria/Lenya in ;yrs
R H =) ;'8>= Some users dissatisfied
R H () 9')79 Satisfied
2 F0
9'8 Gery satisfied Satisfied
6O( G 6BS H
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$ata/6ultimedia Parameters Criticalto !sers
4elay ariationsBccurs at the transport layer in pac+etiMed data systemsdue to the inherent aria.le arrial times of indiidualpac+ets
Soled through .uffering
4elaythe time ta+en to esta.lish a particular serice from theinitial user re2uest and the time to receie specificinformation once the serice is esta.lished'
,ac+et :ossBf pac+ets or .its during transmission
Includes coding degradation
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6ultimedia *)udio and ideo1 'o(Parameters and targets
KPI
0"4aydelay
$elayariation
Information7oss*Packet7oss 2atio"
P721Audio Conersational Goice F
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6ultimedia 'o( Parameters
KPI (ymmetry "alues $elay
We.&.ro%sing 5T6:
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'O( 2E&!7)IO+ I+ )52IC) )+$CO6P)2I(O+ #I8 I+E2+)IO+)7
()+$)2$(
Case studies
Lenya
*igeria
Uganda
TanMania
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(tatus of Country 'o( 2egulation
+igeria anHania !ganda Kenya
QoS regulated
QoS ,arameters and Targets
Regulations @ @ @
Ouidelines @ D
:icenses @ @ @
B.ectie parameters
Su.ectie ,arameters
,ST* *et%or+ @
Cellular 6o.ile *et%or+
Internet @
4ata !:eased :ines" @ @
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Oecti%e KPIs and argetsBenchmarks
KPI
I!
argets
Kenyan
argets
+igeria anHania !ganda
Completed Call !?" & >) >) P>> >>
Speech Quality !6BS"?age %ith Oood SQ
9') K
6BS 9'8
>8?P7'=
;'< in ;yrs
>( P7')
6BS
P>8 >8
Call 4rop Rate !?" & 7 7 F; 7
Call 0loc+ Rate !?" < ) >) & &
5andoer Success Rate !?" >>'8? (8 >) & &
Call release delay
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(uecti%e 'o( parametersAccount complaint rate
Account complaint resolution time4isconnection complaint rate
4isconnection complaint resolution time
6iscellaneous complaint rate
6iscellaneous complaint resolution time
Jault report rate
Jault repair time
0illing Accuracy
Serice supply time
Call centre ans%er success ratioCall centre ans%er time
Complaint resolution
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Conclusion
ITU&T recommendations hae coered manyQoS issues .ut ery fe% targets hae .eenspecified
Where ITU&T targets are specified$ they
should .e held as minimum thresholds notnegotia.le do%n%ards
6any regulators monitor QoS parameters
Targets adopted .y regulators ary %idely
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'uestions
5o% many regulators monitor QoSperformance of proiders
What are the L,Is monitored
5o% comprehensie are L,Is in addressingcustomers re2uirements
5o% do the targets compare %ithinternational standards or .est practices
Is there need for African Regulators to.enchmar+ and adopt similar and ade2uateparameters and targets
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hank ou
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