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Ernst Weiss INTUG-Europe

Quality of Services in a Liberalised Environment: User Concerns in General and Reflections on a recent User Survey on Leased Lines. Ernst Weiss INTUG-Europe. 1. Introduction Comments to ITU E 800 and ETSI ETR 003 2. QoS in a Liberalised Environment 3. The User Perception of Quality

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Ernst Weiss INTUG-Europe

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  1. Quality of Services in a Liberalised Environment:User Concerns in GeneralandReflections on a recent User Survey on Leased Lines Ernst Weiss INTUG-Europe INTUG-Europe

  2. 1. Introduction Comments to ITU E 800 and ETSI ETR 003 2. QoS in a Liberalised Environment 3. The User Perception of Quality 4. The Degree of User Satisfaction Presentation Content:

  3. 1. Introduction 2. QoS in a Liberalised Environment Comments how business regards quality as recipient of services 3. The User Perception of Quality 4. The Degree of User Satisfaction Presentation Content:

  4. 1. Introduction 2. QoS in a Liberalised Environment 3. The User Perception of Quality Cost-price relationship versus technical isolation of problems 4. The Degree of User Satisfaction Presentation Content:

  5. 1. Introduction 2. QoS in a Liberalised Environment 3. The User Perception of Quality 4. The Degree of User Satisfaction: - Reflections on a user survey on leased line qualities Presentation Content:

  6. 1. Outage Time: 1.1 Maximum Outage Time allowed: < 1 Min 1-60 Min 1-5 Hours > 5 hours not reported 12% 30% 48% 5% 5% 1.2 Maximum Availability in Percent: < 99.0% 99.0% - 99.9% > 99.9% not reported 37% 23% 30% 10% 2. Redundancy Requirement: 2.1 Specific Redundancy Provision: Required by: 88% Provided by: User Carrier Third Party 32% 60% 8% Summary of Leased Line Survey - QoS A. User Requirements

  7. 3. Need to order a specific quality over standard offering: 3.1 for delivery time by 62 % 3.2 for performance by 37 % 3.3 for availability by 53 % 3.4 for repair time by 55 % Summary of Leased Line Survey - QoS B. Ordering Leased Lines in Europe

  8. 4.Satisfaction elements for delivery and operation: General Satisfaction 65% generally satisfied 4.1 re delivery time 65% satisfied 4.2 re performance after delivery 65 % satisfied 4.3 re quality compliance with order 75 % satisfied 4.4 re problems during peak hours 83 % satisfied Summary of Leased Line Survey - QoS C. Delivery and Operation of Leased Lines in Europe

  9. 5. Performance Measurement: Is performance measured ? 65% regularly measured 5.1 in what intervals ? permanent daily weekly and longer 33% 33% 34% 5.2 by what methods ? Standard Other Manual NMT Records 39% 42% 19% 5.3 are results accepted ? 67 % of self tests are carrier accepted Summary of Leased Line Survey - QoS D. Measurements and Control

  10. 6. Number complaints p.a.: 1 - 5 5 - 10 > 10 not reported 45 % 18 % 25 % 12 % 6.1 response time to complaints: < 8 h 8 - 24 h > 24 h not reported 52 % 12 % 8 % 28 % 6.2 reimbursement of outage time: 29 % received reimbursement for complaints submitted Summary of Leased Line Survey - QoS E: Complaints

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