Committed to connecting the world



​​​​​​​​ITU Workshop on Telecommunications Service Quality
Rio de Janeiro, Brazil, 27-29 November 2017


Monday, 27 November 2017

​08:30 - 09:30​Registration and arrival of participants
​09:30 - 09:45​Opening session
Welcome remarks from the organizer and host.
​09:45 - 11:00Session 1: Introduction to ITU and its activities
Objectives: Overview of ITU’s work and related activities in the Americas region, with special focus on ITU standardization work for performance, QoS and QoE.

Moderator: Fernando Hernandez Sanchez (URSEC, Uruguay) [ Biography ]

​​11:00 - 11:30​Coffee Break
​11:30 - 12:30​​Session 2: High-level Regulators Roundtable on QoS and QoE
Objectives: Setting the scene for the workshop with a discussion of the QoS and QoE challenges faced by ICT regulators in the Americas.

Moderator: Samuel Possebon (Teletime News, Brazil) [ Biography ]

​​12:30 - 14:00Lunch Break
​14:00 - 15:30 Session 3: Revisiting QoS and QoE definitions and concepts
Objectives: Discussion of key concepts, requirements and trends in QoS and QoE, analyzing their evolution over time and associated challenges to be addressed by ICT regulators.

Moderator: Marcos Bafutto (Telefônica Brasil S/A, Brazil) [ Biography ]

​​15:30 - 16:00 Coffee Break
​16:00 - 17:30 Session 4: Country case studies of regulatory frameworks for QoS and QoE – country experiences
Objectives: Presentations of country experiences in developing and implementing regulatory strategies to promote the offer of high-quality ICT services, highlighting examples of relevant legal and regulatory frameworks and related emerging trends. 

Moderator: Luis Alejandro Pacheco Zevallos (Deputy Manager, Regulatory Analysis, OSIPTEL, Peru) [ Biography ]


Tuesday, 28 November 2017

​08:30 - 09:00​Registration
​09:00 - 10:30 Session 5: Operational strategies for QoS measurement
Objectives: Highlighting tools and solutions for network operators to implement QoS measurement strategies.

Moderator: Tania Villa (Director, IFT, Mexico) [ Biography ]

​10:30 - 11:00 Coffee Break​
​11:00 - 12:30 Session 6: Consumer behaviour and QoE
Objectives: Discussion of QoE concepts related to consumer behaviour, identifying the major trends emerging in efforts to improve QoE.

Moderator: Cristiana Camarate (Advisor, Consumer Relations Bureau, Anatel, Brazil) [ Biography ]

12:30 - 14:00​Lunch Break
​14:00 - 15:30​​Session 7: Surveying user satisfaction​ and perceived quality
Objectives: Discussion of the concepts of user perception and satisfaction, exploring new studies and trends in these fields and how to build relevant, reliable surveying instruments.​

Moderator: ​Natalia Salazar, (SUTEL, Costa Rica) [ Biography ]

​​15:30 - 16:00​Coffee Break
​16:00 - 17:30 Session 8: Quality assessment of popular OTT applications
Objectives: Discussion of the quality aspects of popular OTT applications and related strategies to measure and improve QoS and QoE, also considering the impact of OTT applications on the QoS and QoE of other telecommunication services.

Moderator: Seyni Malan Faty (Director, Economic and Market Issues, ARTP, Senegal)


Wednesday, 29 November 2017

08:30 - 09:00​Registration
​09:00 - 10:30Session 9: Using big data and analytics to improve customer experience
Objectives: Focus on the promise of big data and analytical models to improve customer experience by capitalizing on information drawn from the network, customer behaviour and customer service centres.

Moderator: João Zanon (Regulatory Specialist, Anatel, Brazil) [ Biography ]

​​10:30 - 11:00​Coffee Break
​11:00 - 12:30 ​​Session 10: QoS and QoE in the context of 5G and IoT
Objectives: Discussion of the factors influencing network performance, QoS and QoE in the context of 5G and IoT with the aim of building understanding of relevant concepts and requirements.

Moderator: Nilo Pasquali (Head of Regulatory Bureau, Anatel, Brazil) [ Biography ]

​​12:30 - 14:00 Lunch Break
​14:00 - 15:30 Session 11: Improving quality: Case studies
Objectives: Presentation of case studies of strategies already deployed to improve performance, QoS and QoE, highlighting lessons learnt and considerations of particular operational relevance.

Moderator: Rodrigo Vieitas Sarruf de Almeida (Head, Regional Office Rio de Janeiro, Anatel, Brazil) [ Biography ]

​​15:30 - 16:00 Coffee Break
16:00 - 17:30 Session 12: Roundtable on strategies to improve quality
Objectives: Informed by the discussions of the workshop, this roundtable of regulators, service providers and network suppliers will put forward recommendations and proposed actions to improve performance, QoS and QoE in the Americas.​

Moderator: Katia Pedroso (Partner and Director, TELCOnsultoria, Brazil) [ Biography ]

17:30 - 18:00 Closing Ceremony