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Practices and policies related to service quality

​Overview

​​This webpage summarize​s the activities undertaken by ITU-T Study Group 12 (Performance, Quality of Service, Quality of Experience) in response to WTSA-16 Resolution 95 on "ITU Telecommunication Standardization Sector initiatives to raise awareness on best practices and policies related to service quality".
A comprehensive operational plan for the implementation of Resolution 95 is available here (as of 3 December 2018).

Report of the questionnaire on the status of national quality regulatory frameworks

Between December 2017 and October 2018, ​Study Group 12 conducted a survey among ITU member states to collect detailed information about QoS and QoE indicators, measurement strategies, enforcement and publication approaches. The survey results were presented at a workshop in November 2018. The "Report of the questionnaire on the status of national quality regulatory frameworks" is available here.

​Country case studies reviewed by Study Group 12

The table contains country case studies related to service quality reviewed by Study Group 12 (in particular by Questions 2/12 and 12/12). Study Group 12 invites contributions to its next meeting!
Last update: 1 May 2019.

Study PeriodDocument Number / Link
Document Title (English)Document Year-MonthDocument Original LanguageDocument Source
2013 SG12-C228Evolution of Colombian regulation regarding Quality of Mobile Services and the need for further actions involving evaluation of user expectations2014-09EComisión de Regulación de Comunicaciones (CRC) (Colombia)
2013 SG12-C231Performance and quality of service of telecommunications2014-09FMinistère des Postes, Télécommunications et Nouvelles Technologies de l'Information et de la Communication (PTNTIC) (Congo)
2013 SG12-C283Operational aspects of telecommunication network quality of service2016-01FDemocratic Republic of the Congo
2013 SG12-C284
QoS of GSM mobile networks in Burkina Faso2016-01FBurkina Faso
2013 SG12-C286Quality of service of telecommunication networks in Guinea2016-01FGuinea
2013 SG12-C345The improvement of quality of service in the telecommunications sector of Cameroon
2016-06FMinistère des Postes et des Télécommunications (Cameroun)
2013 SG12-C379Maximizing throughput on User Equipment measurement for 4G (LTE) network technology to increase the Quality of Services2016-06EMinistry of Communication and Information Technology Republic of Indonesia
2013 SG12-C391Challenges of quality of services in developing countries and The Gambia in particular2016-06EGambia
2013 SG12-C393QoS of GSM mobile networks in Burkina Faso2016-06FBurkina Faso
2017 SG12-C3
The quality of service (QoS) of GSM networks: experience of Benin2017-01FBenin
2017 SG12-C11Voice and data Service Key Performance indicator for Mobile services2017-01EGambia
2017 SG12-​C66QoS of mobile networks in Afghanistan2017-01EAfghanistan Telecom Regulatory Authority (ATRA)
​2017
​SG12RG-AFR-C3
​Framework for measurement of QoS, ARTEC Madagascar
​2017-07
​F
​Madagascar
​2017
​SG12RG-AFR-C5
​Managing QoS/QoE with Minimum or No Monitoring Tools
​2017-07
​E
​The Gambia
​2017
SG12RG-AFR-C9
​Test methodology and tools for assessing QoS/QoE of mobile networks: The case of ARTEC Madagascar
​2017-07
​F
​Madagascar
2017 SG12-​C159Campaign to define digital economy indicators2018-05FNiger
2017 SG12-​C229Counterfeit mobile phones and Quality of Service2018-11FMinistère des Postes, des Télécommunications et de l'Economie Numérique (Niger)
2017 SG12-​C230Homologation of mobile phones as means of improving QoE2018-11FAutorité Nationale de Régulation des Technologies de l'Information et de la Communication (ANRTIC) (Comoros)  
2017 SG12-​C231Proposal for a QoS measurement tool and QoS indicators (the case of Madagascar)2018-11FAutorité de Régulation des Technologies de Communication (ARTEC) (Madagascar)
2017 SG12-​C233​​​Reasons for continued QoE degradation for developing countries2018-11FMinistère de la Communication, des Télécommunications, des Postes et de l'Economie numérique (Senegal)​
​2017
SG12-C235
​Quality of performance, quality of service and quality of experience
​2018-11
​F
​Ministère des Postes, Télécommunications et Nouvelles Technologies de l'Information et de la Communication (Dem. Rep. of the Congo)
​2017
SG12-C236
​Internet quality in Mali
​2018-11
​F
​Mali
​2017

SG12-C250
​New work item: QoS and QoE guidelines for national regulatory agencies
​2018-11
​E
​Botswana Communications Regulatory Authority (BOCRA)
​2017
SG12RG-AFR-C13
​QoS assessment for 3G network voice, data and video services: the case of the city of Yaoundé
​2019-03
​F
​Cameroon
​2017
SG12RG-AFR-C14
​Operational aspects of quality of service of telecommunications networks
​2019-03
​F
​Dem. Rep. of the Congo
​2017
SG12RG-AFR-C17
​QoS and QoE audit process
​2019-03
​F
​Chad
​2017
SG12-C325
​Aspects of mobile network service quality measurement in the Comoros
​2019-05
​F
​Autorité Nationale de Régulation des Technologies de l'Information et de la Communication (ANRTIC) (Comoros)
​2017
SG12-C327
​Monitoring of quality of service of mobile networks in Chad
​2019-05
​F
​Chad
​2017
SG12-C330
​Quality of service audit of operators' networks: Case of Mali
​2019-05
​F
​Autorité Malienne de Régulation des Télécommunications/TIC et des Postes (AMRTP) (Mali)
​2017
SG12-C349
​ICT quality of service and quality of experience guidelines
​2019-05
​E
​Botswana Communications Regulatory Authority (BOCRA)​​

Collaboration with the ITU Development Sector​

​Study Group 12 experts have contributed to the ​Quality of Service Regulation Manual published by ITU-D in 2017, and participated in the review of the Quality of Service Training Programme developed under the auspices of the ITU Academy. ITU's Regional Offices​ have contributed to and participated in workshops conducted by the Study Group 12 Quality of Service Development Group. For more information and ITU-D initiatives, please see here​.​​