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Nepal Telecommunications Authority
 

Quality of Service Parameters
for
Basic Telephone Service based on WLL/Limited Mobility and Mobile Telephone Services

(Approved by NTA on 12 Asadh, 2064 B.S. (26 June, 2007))

Quality of Service Parameters
1.0 Background:
1.1 Section 14 of the Telecommunications Act, 1997 (2053) authorizes Nepal Telecommunications Authority for the determination and fixation of Quality of Telecommunications Services and Standard of telecommunications equipment and facility.
Pursuant to Section 14 of the Telecommunication Act, 1997, the Authority has determined the Quality of Service parameters and the corresponding benchmarks for Basic Telephone Service based on WLL/Limited Mobility and Mobile Telephone Services.
1.2 ‘Quality of Service (QoS)’ is the main indicator of the performance of a telecom network and of the degree to which the network conforms to the stipulated norms and standards specified by the regulator or any other agency designated for the same. The subscriber’s perception of the Quality of Service (QoS) is determined by a number of performance factors. The purpose of laying down Quality of Service Parameters is to:
o Create conditions for consumer satisfaction by making known the quality of service which the service provider is required to provide and the user has a right to expect. Thus, itprotects the interests of consumers of telecommunication services.
o Measure from time to time the Quality of Service provided by the Service Providers and to compare them with the norms so as to assess the level of performance.
1.3 Development of telecom technologies and reduction in the human dependence of the telecom networks and customer services calls for periodical review of the QoS parameters currently set, for redefining the benchmarks as well as deletion of some existing QoS parameters and addition of some new parameters based on the merits, world trends and experience.
1.4 The technologies available for WLL networks including limited mobility networks, such as CDMA, GSM, DECT, PHS etc. are all mobile technologies. The technology used by the present WLL operator i.e. UTL is CDMA and so is the case withthe incumbent operator Nepal Doorsanchar Company Limited. The network architecture of the WLL and Mobile networks is also same (MSC, BSC and BTS).
1.5 The Authority has decided that the QoS parameter should be more objective than subjective. There is a requirement to clearly define method (with the clear mention of time period for averaging the value of parameter) for measurement of the QoS parameters so that there is homogeneity in the values of QoS parameters being submitted by different operators to the regulator or published by the operators as per the license requirements. This will make easy the evaluation of the services being provided by different operators by the regulator as well as the customers.
1.6 To make the QoS parameters more comprehensive, the Authority has decided to sub-divide the QoS parameters into following three broad categories:
· Network Performance
· Billing Complaints and Redressal
· Customer Perception regarding the Services
Each of the above categories is being elaborated in the following paragraphs.
2. QoS Parameters
2.1. Network Performance: Network Performance is the most important QoS parameter for measurement of quality of a Telecom Operator. Poor performance of a telecom network would induce customer complaints and faults, thereby leading to customer dissatisfaction towards the operator. The Network Performance parameter is further subdivided into the following:

· Service Access Delay
· Call Set-up Success Rate
· Call Drop Ratio
· Point of Interconnection (PoI) Congestion

Service Access Delay: Service Access Delay is defined as “the time between the pressing of send button and getting ring back tone” .
Call Setup Success Ratio: Call Setup Success Ratio (CSSR) is defined as “the ratio of established calls to call attempts”. Established calls means the following events have happened in call set up:
o Call attempt is made within the service area and call is routed to the onwards path from the concern switch (MSC in case of wireless networks).
Call Drop Ratio: Call Drop Ratio is defined as “the ratio of calls lost after establishment to all established calls”. This includes calls dropped due to failure of handover, radio loss and network congestion.
Point of Interconnection (PoI) congestion: PoI congestion is defined as “the ratio of calls failed over the PoI (between two operators/ licensees) due to unavailability of free circuits to the total call requests for seizure of PoI circuit”.
Note: It is to be noted that all the measurements of performance parameters should be carried out during the “Time Consistent Busy Hour (TCBH)”. TCBH is defined as “the one hour period starting at the same time each day for which the average traffic of resource group is greatest over the days under consideration”. ITU recommends analysis of 90 days to establish TCBH.
2.2. Billing Complaints and Redressal:
Billing complaints are categorized into:

· Billing Complaints per 100 bills issued
· Percentage of billing complaints cleared within a month.

2.3. Customers Perception Regarding the Services:
The Authority has determined to sub divide this parameter into the following category:

· Percentage of customers satisfied with the network performance, reliability and availability.
· Percentage of customers satisfied with the provision of service.
· Percentage of customers satisfied with billing performance.
· Percentage of customers satisfied with the help/enquiry services.
· Percentage of customers satisfied with the maintainability.
· Percentage of customers satisfied with the offered supplementary services
· Overall Customer Satisfaction

The Authority would determine the modalities of the customer survey.
3.0 Quality of Service Parameters and its corresponding benchmarks:
In view of the above, the Authority has determined the following QoS parameters (along with benchmark values and period for averaging) for Basic Telephone Service based on WLL Technology/Wireless Telecommunications based Limited Mobility Service/Cellular Mobile Service based on GSM technology:

S. No.
Parameters
Benchmarks
Averaged over a period of
Network Performance:
1
Service Access Delay
< 15 Sec
Sample of 1000 calls over a period of one quater
2
Call Set-up Success Rate
 
>90%
One Quarter
3
Call Drop Ratio
<3%
 
4
Point of Interconnection (PoI) Congestion
<1%
 
5
Response Time to the customer for Assistance
i) % of calls answered (electronically) (IVR):
     Within 30 Sec.
     Within 60 Sec.
ii) % of calls answered by operator (voice to Voice):
     Within 60 Sec.                                  
     Within 90 Sec.
 
 
 
80%
95%
  
80%
90%
 
 
 
 
 
One Quarter
 
Customer Care:
6
Promptness in attending to customers request (95% of request)
·        Service Disconnection
·        Additional Facility
 
By next working Day
By next working Day
 
 
One quarter
Billing Complaints and Redressal:
7
Billing Complaints per 1000 bills issued per month
 
 < 1
One quarter
8
% of billing complaints cleared within a month.
 >99%
One quarter
Customer Perception regarding the services:
9
% of customers satisfied with the network performance, reliability and availability.
>90%
 
10
% of customers satisfied with the provision of service.
>90%
 
11
% of customers satisfied with billing performance.
>85%
 
12
% of customers satisfied with the help/ enquiry services.
>85%
 
13
% of customers satisfied with the maintainability.
>90%
 
14
% of customers satisfied with the offered supplementary services
>90%
 
15
Overall Customer Satisfaction
>90%