Committed to connecting the world

WRC-23

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 the 2017-2021 study period 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 21 October 2021​).

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: 8 September 2021.


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 guide​​lines​​
​2019-05
​E
​Botswana Communications Regulatory Authority (BOCRA)​​
​2017
SG12-C395​
​Operational aspects of quality of service: power supply​​​
​2019-11
​F
​Dem. Rep. of the Congo​​
​2017
SG12-C396
​Compensation provision of bylaw regarding telecom service quality in Nepal​​
​2019-11
​E
Nepal Telecommunications Authority (NTA) (Nepal (Republic of))​​
​​2017
SG12-C398​
​Measurement method and KPIs used by ARCEP Chad for evaluating the quality of radio coverage and of voice​ and data services
​2019-11
​F
​Chad​​
​2017
SG12-C431
​Crowdso​urcing used cases​​
​2019-11
​E
Jordan​​
​2017
SG12RG-AFR-C20
​Operational aspects of quality of service of telecommunications networks: power supply
​2020-02
​​F
Dem. Rep. of the Congo​​​​
​2017
SG12RG-AFR-C21
​Effect of SIM-boxing on QoS - Regulatory perspective  
​2020-02
​E
​The Gambia, Zimbabwe  

​​2017
SG12-C449
​QoE: Satisfaction of the end user
​2020-04
​F
​Cameroon​​
​2017
SG12-C​450
​Monitoring mobile operator quality of service in the Union of the Comoros
​2020-04
​F
Autorité Nationale de Régulation des Technologies de l'Information et de la Communication (ANRTIC) (Comoros)​​
​​2017
SG12-C451
​Performance of networks in packet-based mode and other networking technologies
​2020-04
​F
​Dem. Rep. of the Congo
​2017
SG12-C553
Billing Transparency Auditing
​2021-05
​E
​Autoridade Reguladora das Comunicações de Moçambique (Mozambique)
​​2017
​SG​12RG-AFR-C22​
​Crowdsourcing solution for mobile and Internet quality of exper​ience (QoE)
​2021-0​8
​F
​Autorité de Régulation des Télécommunications et des Postes (ARTP) (Sénégal)​
​​​ ​

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 and the online training course "Introduction to service quality regulation" 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​.​​

Service Quality Recommendations published

Service Quality Recommendations under development

Work items currently discussed by Study Group 12 to address the mandate of Resolution 95 include Contributions are invited to progress these work items.