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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 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: September 2026.

Document # / Link
Document Title (English)
Document Year-MonthDocument Original LanguageDocument Source
​​SG12-C3
​Improving Quality of Service Insights through Integrated Mobile Drive Test and Network Performance KPI Analysis
​2025-01
​E
​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)
​SG12-C84
​Measurement protocol and data analysis in border regions - the case of the Chad
​2025-09
​F
​Chad
​SG12-C104
​Quality of service management process in Tanzania
​2025-09
​E
​Tanzania Communications Regulatory Authority (TCRA)​ (Tanzania)
​SG12RGAFR-C4
​Web application for network incidents tracking, monitoring and reporting - Ghana's use-case implementation of ITU-T E.805.1
​2026-05
​E
​National Communications Authority (NCA) (Ghana)
​SG12RGAFR-C6
​Review and proposed enhancement of ITU-T Recommendation E.811: Evidence from regulator-Led QoS monitoring at major events in Zambia (2024-2026)
​2026-05
​E
​​Zambia Information and Communications Technology Authority (ZICTA) (Zambia)
​SG12RGAFR-C7​
​QoS/QoE assessment of LEO satellite Direct-to-Cell (D2C) services in Africa: Findings from a pilot deployment in Zambia and proposed standardisation considerations 
​2026-05
​E
​​Zambia Information and Communications Technology Authority (ZICTA) (Zambia)
​SG12-C112
​Disparity of results between outdoor and indoor 4G coverage in the case of the Union of the Comoros
​2026-06
​F
​Autorite Nationale de Regulation des Technologies de l'Information et de la Communication (ANRTIC) (Comoros)
​​SG12-C114
​The evolution of service quality in the Comoros
​2026-06
​E
​Autorite Nationale de Regulation des Technologies de l'Information et de la Communication (ANRTIC) (Comoros)
​SG12-C118
​Proposal to review a complementary approach for assessing radio coverage based on distance covered
​2026-06
​F
​Autorite de Regulation des Communications electroniques et des Postes (ARCEP) (Gabon)
​SG12-C119
​Regulatory considerations for quality of service (QoS) and quality of experience (QoE) in satellite broadband Services: The case of Sri Lanka
​2026-06
​E
​Telecommunications Regulatory Commission of Sri Lanka (Sri Lanka)
​​SG12-C124
​Experience of Libya in eliminating unlicensed and poorly manufactured signal repeaters and their impact on networks, along with proposed solutions
​2026-06
​A
​General Authority of Communication and Informatics (Libya)
​​SG12-C136
​Report on experience in assessing users' quality of experience of over-the-top services using a methodological framework based on a chain of four links
​2026-06
​F
​Autorité de Régulation des Communications électroniques et des Postes (ARCEP) (Gabon)
​​SG12-C157
​Operational observations on service assessment at major events within the E.811 framework
​2026-06
​E
​Zambia Information & Communications Technology Authority (ZICTA) (Zambia)  
​SG12-C190​
​Impact of power outages on telecommunications network performance and availability: Observations from Zambia's 2023-2025 energy crisis
​2026-06
​E
​Zambia Information & 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: September 2026

Workshop​
Presentation Title / Link
​Language
Source
​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
​Autor​ité 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
​Autor​ité 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 Communicatio​ns 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
​Workshop on Telecommunication Quality of Service, Quality of Experience and Future Networks​ (Livingstone, Zambia, 12-13 May 2026)
​Collaborative regulatory efforts to enhance QoS andQoE
​E
​Autoridade Reguladora das Comunicações de Moçambique (INCM), Mozambique
​​Workshop on Telecommunication Quality of Service, Quality of Experience and Future Networks​​ (Livingstone, Zambia, 12-13 May 2026)
​From traditional QoS to QoE for OTT services: ARCEP Gabon’s experience and regulatory outlook 
​F
​Autorité de Régulation des Communications électroniques et des Postes (ARCEP), Gabon
​​Workshop on Telecommunication Quality of Service, Quality of Experience and Future Networks​​ (Livingstone, Zambia, 12-13 May 2026)
​The impact of power outages on network performance and availability
​E
Independent Communications Authority of South Africa (ICASA), South Africa
​​Workshop on Telecommunication Quality of Service, Quality of Experience and Future Networks​​ (Livingstone, Zambia, 12-13 May 2026)
​The impact of power outages on network performance and availability: How energy dependency is reshaping QoS in Sub-Saharan Africa
​E
​Zambia Information & Communications Technology Authority (ZICTA), Zambia
​​Workshop on Telecommunication Quality of Service, Quality of Experience and Future Networks​​ (Livingstone, Zambia, 12-13 May 2026)
​Parameters influencing QoS measurements and test results​
​F
​Autorité de Régulation des Télécommunications/TIC de Côte d'Ivoire (ARTCI), Côte d'Ivoire
​​Workshop on Telecommunication Quality of Service, Quality of Experience and Future Networks​​ (Livingstone, Zambia, 12-13 May 2026)
​Mobile money in Zambia​
​E
​Zambia Information & Communications Technology Authority (ZICTA), Zambia

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 ITU-T publications

New and revised ITU-T Recommendations developed by Study Group 12 in the 2025-2028 study period to address the mandate of Resolution 95 include:
  • To come

Service Quality texts 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.

Service Quality Workshops and Webinars

Workshops and webinars on service quality conducted by Study Group 12's Quality of Service Development Group in the 2025-2028 study period:

Service Quality News and Publications

Recent ITU news related to Study Group 12's work on service quality

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