Overview
This webpage summarizes the activities undertaken by ITU-T Study Group 12 (Performance, Quality of Service, Quality of Experience) in the 2025-2028 study period in response to WTSA Resolution 95 on "ITU Telecommunication Standardization Sector initiatives to raise awareness on best practices and policies related to service quality".
See the results of the previous study period
here.
Country case studies reviewed by Study Group 12 and its regional groups
The table contains country case studies related to service quality reviewed by Study Group 12 (in particular in Questions 12/12 and
20/12) and its regional groups in the 2025-2028 study period. Study Group 12 welcomes contributions to its next meeting!
Last update: January 2026.
SG12-C3
| Improving Quality of Service Insights through Integrated Mobile Drive Test and Network Performance KPI Analysis
| 2025-01
| E
| Zambia, Zambia Information & Communications Technology Authority (ZICTA)
|
SG12-C6
| QoS and QoE in the field of mobile money
| 2025-01
| F
| Agence de Régulation des Postes et des Communications Electroniques (ARPCE) (Congo (Rep. of the))
|
SG12-C30
| Quality of Service Regulation Framework and Implementation in Papua New Guinea
| 2025-01
| E
| National Information & Communications Technology Authority (NICTA) (Papua New Guinea)
|
SG12-C32
| Presentation on the activities carried out in 2024 related to Quality of Service (QoS) and the plans for 2025 in the Dominican Republic.
| 2025-01
| S
| Instituto Dominicano de las Telecomunicaciones (INDOTEL) (Dominican Rep.)
|
SG12RGAFR-C1
| Impact of power outages on network and service availability
| 2025-07
| E | Zambia Information and Communications Technology Authority (ZICTA) (Zambia)
|
SG12RGAFR-C2
| Advancing QoS and QoE monitoring for OTT services
| 2025-07
| E
| Zambia Information and Communications Technology Authority (ZICTA) (Zambia)
|
Country case studies presented at Study Group 12 workshops
The table contains country case studies related to service quality presented at workshops organized by Study Group 12 in the 2025-2028 study period.
Last update: January 2026
Workshop on Performance, Quality of Service and Quality of Experience (Bhubaneswar, India, 4-5 December 2025)
| Case study of Greece: Mapping and visualization strategies for the assessment ofconnectivity in a legislative framework
| E
| Hellenic Telecommunications & Post Commission (EETT), Greece
|
Workshop on Performance, Quality of Service and Quality of Experience (Bhubaneswar, India, 4-5 December 2025)
| Mapping and Visualization Strategies for the Assessment of Connectivity
| E
| Telecom Regulatory Authority of India (TRAI), India
|
Workshop on Telecommunication Service Quality (Freetown, Sierra Leone, 1-2 July 2025)
| Roundtable on Telecommunication Service Quality - Case of Sierra Leone
| E
| National Communications Authority (NatCA), Sierra Leone
|
Workshop on Telecommunication Service Quality (Freetown, Sierra Leone, 1-2 July 2025)
| Contrôle et gestion de la qualité de service des réseaux de communications électroniques
| F
| Autorité de Régulation des Télécommunications et des Postes (ARTP), Senegal
|
Workshop on Telecommunication Service Quality (Freetown, Sierra Leone, 1-2 July 2025)
| Enhancing QoS/QoE in Malawi: A regulatory perspective from MACRA
| E
| Malawi Communications Regulatory Authority (MACRA)
|
Workshop on Telecommunication Service Quality (Freetown, Sierra Leone, 1-2 July 2025)
| Use-case implementation - NCA Ghana
| E
| National Communications Authority (NCA), Ghana
|
Workshop on Telecommunication Service Quality (Freetown, Sierra Leone, 1-2 July 2025)
| Mobile money services QoS/QoE management
| E
| Autorité de Régulation des Télécommunications et des Postes (ARTP), Senegal
|
Workshop on Telecommunication Service Quality (Freetown, Sierra Leone, 1-2 July 2025)
| Deep dive on quality assessment of Digital Financial Services (DFS) – Regulatory perspective for Sierra Leone
| E
| National Communications Authority (NatCA), Sierra Leone
|
Workshop on Telecommunication Service Quality (Freetown, Sierra Leone, 1-2 July 2025)
| Deep dive on quality assessment of DFS – A banking regulatory perspective
| E
| Bank of Sierra Leone
|
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.