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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 2022-2024 study period in response to WTSA-20 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 25 April 2024).
​ 
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 by Question 12/12) and its regional groups in the 2022-2024 study period. Study Group 12 welcomes contributions to its next meeting!
Last update: 1 May 2024.

Study PeriodDocument Number / Link
Document Title (English)
Document Year-MonthDocument Original LanguageDocument Source
2022
SG12-C2
Advance notification of the presence of an area not covered by telecommunication networks 
2022-06
F
​République Démocratique du Congo
2022
SG12-C6​
Evaluation of quality-of-service indicators for mobile networks in the Union of the Comoros
2022-06
F
Autorité Nationale de Régulation des Technologies de l'Information et de la Communication (ANRTIC) (Comoros) 
2022
SG12-C49​
A new approach to mobile network quality of experience testing
2022-06
E
​Ministry of Communications (India)
​2022

​SG12-C63
​​Impact of microwave backhauling on 4G network quality-of-service indicators
​2023-01
​​E
​​Libya​
​2022

​SG12-C​116
​Attraction and retention of customers of telecommunications operators on the DATA service offered in the Union of the Comoros    
​2023-01
​​​F
​Autorité Nationale de Régulation des Technologies de l'Information et de la Communication (ANRTIC) (Comoros) 
2022
SG12-C​​119​
​TPRA QoS implementation following new regulation adoption
​2023-01
​E
​Telecommunications and Post Regulatory Authority (Sudan)  
​2022
SG12RGAFR-C1
​Uganda's Responses to the survey to SG12 RG-AFR member states on Country Experiences on QoS/QoE
​2023-03
​E
​Uganda Communications Commission (UCC) (Uganda)
​2022
SG12RGAFR-C2
​Tool for displaying data on coverage and quality of service (ATLAS GUINEE) 
​2023-03
​F
​Autorité de Régulation des Postes et Télécommunications (ARPT) (Guinée)
2022
SG12RGAFR-C3
​Impact of Counterfeit devices on quality of service in Nigeria    
​2023-03
​E
​Nigeria
​2022
SG12-C125
​​Increasing QoS for mobile networks with electricity supply measurements from base stations - Case of Ghana
​2023-09
​E
​​National Communications Authority (NCA) (Ghana); Türk Telekom A.S. (Türkiye)
​​2022
SG12-C156
​Text for contribution to approved work item ESTR-KPI-Backhauling
​2023-09
​E
​Tanzania Communications Regulatory Authority (TCRA) (Tanzania)
2022
SG12-C168​
A collaborative framework for regulating digital financial services in Zambia- The role of the telecom regulator in ensuring quality of service and quality of experience
​2023-09
​E
Zambia Information & Communications Technology Authority (ZICTA) (Zambia)
​2022

SG12RGAFR-C4
​Increasing QoS for mobile networks with electricity supply measurements from base stations - Case of Ghana
​2024-03
​E
​National Communications Authority (NCA) (Ghana)

​2022
​SG12RGAFR-C6
​Challenges and Opportunities Related to QoS and QoE of OTT Services in Zambia
​2024-03
​E
​Zambia Information & Communications Technology Authority (ZICTA) (Zambia)

​2022
SG12RGAMR-C1
​Brazilian service quality assessment model
​2024-03
​E
​Anatel (Brazil)

​2022
SG12RGAMR-C3
​QoS perspective in Nicaragua
​2024-03
​S
​Instituto Nicaragüense de Telecomunicaciones y Correos (TELCOR) (Nicaragua)

​2022
SG12RGAMR-C4
​Approaches to evaluating quality of service for communications in Colombia
​2024-03
​S
​Comisión de Regulación de Comunicaciones (CRC) (Colombia)

​2022
​​SG12RGAMR-C6
​Quality of Service in the Dominican Republic
​2024-03
​S
​Instituto Dominicano de las Telecomunicaciones (INDOTEL) (Dominican Rep.)

​2022
SG12RGAMR-C8
​State of connectivity in Mexico
​2024-03
​S
​Instituto Federal de Telecomunicaciones (IFT) (Mexico)

​2022
​SG12RGAMR-C9
​Gener​al quality regulation of public telecommunications services
​2024-03
​S
​Organismo Supervisor de Inversión Privada en Telecomunicaciones (OSIPTEL) (Peru)
2022

​SG12-C201

​Impact of power outages on network and service availability
​2024-04
​S
​Organismo Supervisor de Inversión Privada en Telecomunicaciones (OSIPTEL) (Peru)
​2022
​​SG12-C210
​Proposed new work item: Technical Report on 'Operational and technical measures to improve indoor mobile Quality of Service in LTE networks and beyond'
​2024-04
​E
​Telecom Regulatory Authority of India (TRAI)
2022
SG12-C233
​Brazilian quality assessment model
​2024-04
​E
​Brazil
​2022
SG12-C236
​Impact of power outages on network and service availability
​2024-04
​E
​Botswana Communications Regulatory Authority (BOCRA)​
2022

SG12-C243
​The impact of power outages on network and service availability
​2024-04
​E
​Autorité de Régulation des Télécommunications et des Postes (ARTP) (Senegal), Independent Communications Authority of South Africa (ICASA)
2022
​SG12-C245
​Impact of power outages on network and service availability
​2024-04
​E
​Telecommunications and Post Regulatory Authority (Sudan)
​​​ ​

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 2022-2024 study period. 
Last update: 1 May 2024.

Workshop 
Presentation Title / Link
Source
​Workshop on Telecommunication Service Quality​ (Maputo, Mozambique, 4-5 March 2024)
The Telecommunication Quality of Service Regulatory Landscape in Mozambique 
​Mozambique Communications Regulatory Authority (INCM)
​Workshop on Telecommunication Service Quality (Maputo, Mozambique, 4-5 March 2024)
Unveiling the Quality-of-Service Landscape: A Deep Dive into Gambian Telecommunications
Public Utilities Regulatory Authority (PURA)​​, The Gambia
​Workshop on Telecommunication Service Quality​ (Maputo, Mozambique, 4-5 March 2024)
Challenges in evaluating radio coverage: Drive-Test Measurements VS Radio Coverage Predictions​
​Autorité de Régulation des Communications Electroniques et de la Poste (ARCEP), Benin
​Workshop on Telecommunication Service Quality​ (Maputo, Mozambique, 4-5 March 2024)
​Balancing Telecom Regulations and Operations for Quality of Service Monitoring in Zambia
​​Zambia Information & Communications Technology Authority (ZICTA) 
​Workshop on Telecommunication Service Quality​ (Maputo, Mozambique, 4-5 March 2024)
​Measuring and Monitoring QoS: Leveraging AI Capabilities​
Eswatini Communications Commission
​Workshop on Telecommunication Service Quality​ (Maputo, Mozambique, 4-5 March 2024)
Data validation and processing on digital financial services
​Autorité de Régulation des Télécommunications et des Postes (ARTP), Senegal
​Workshop on Telecommunication Service Quality​ (Maputo, Mozambique, 4-5 March 2024)
Connecting the Unconnected: Telecommunication Services, Interoperability and Financial Inclusion
​Associação das Fintechs de Moçambique
​Workshop on Telecommunication Service Quality​ (Maputo, Mozambique, 4-5 March 2024)
Enhancing QoS/QoE Monitoring in Diverse Environments: A Regulatory Perspective
​Botswana Communications Regulatory Authority (BOCRA)
​Workshop on Telecommunication Service Quality​ (Maputo, Mozambique, 4-5 March 2024)
​Regulatory measures to mitigated the impact of natural disasters​
Mozambique Communications Regulatory Authority (INCM)
Workshop on Trends on Quality of Service and Connectivity Assessment and Evaluation from the user's perspective​ (Mexico City, Mexico, ​​​​​​​​18-19 September 2023)
​Moving forward to digital inclusion in Mexico
​Ministry of Infrastructure, Communications and Transportation, Mexico

Workshop on Trends on Quality of Service and Connectivity Assessment and Evaluation from the user's perspective (Mexico City, Mexico, ​​​​​​​​18-19 September 2023)
FCC national broadband map and broadband funding map
​Federal Communications Commission (FCC), United States
Workshop on Trends on Quality of Service and Connectivity Assessment and Evaluation from the user's perspective​ (Mexico City, Mexico, ​​​​​​​​18-19 September 2023)
Communicating the status of connectivity in Costa Rica
​Superintendency of Telecommunications​ (SUTEL), Costa Rica

Workshop on Trends on Quality of Service and Connectivity Assessment and Evaluation from the user's perspective​ (Mexico City, Mexico, ​​​​​​​​18-19 September 2023)
Assessment and evaluation of meaningful connectivity
​Instituto Federal de Telecomunicaciones (IFT), Mexico
Workshop on Trends on Quality of Service and Connectivity Assessment and Evaluation from the user's perspective​ (Mexico City, Mexico, ​​​​​​​​18-19 September 2023)
​QoS assessment in Brazil: Regulatory framework
​National Telecommunications Agency (ANATEL), Brazil
Workshop on Telecommunication Service Quality (Banjul, The Gambia, 13-14 March 2023)
Quality of experience - The Gambian context
​Public Utilities Regulatory Authority (PURA)​​, The Gambia
Workshop on Telecommunication Service Quality (Banjul, The Gambia, 13-14 March 2023)
​The Status of Telcos QoS - The Gambia Context
Public Utilities Regulatory Authority (PURA)​​, The Gambia
Workshop on Telecommunication Service Quality (Banjul, The Gambia, 13-14 March 2023)
​Measurement campaigns, monitoring systems and sampling methodologies to monitor the quality of service in mobile networks – Regulators experience​
​Uganda Communications Commission (UCC), Uganda
Workshop on Telecommunication Service Quality (Banjul, The Gambia, 13-14 March 2023)
Measurement campaigns, monitoring systems and sampling methodologies to monitor the QoS in mobile networks - Mozambique experience
​Autoridade Reguladora das Comunicações de Moçambique, Mozambique
Workshop on Telecommunication Service Quality (Banjul, The Gambia, 13-14 March 2023)
Outil de visualisation des données de couverture et de qualité de services​
​Autorité de Régulation des Postes et Télécommunications (ARPT), Guinea
Workshop on Telecommunication Service Quality (Banjul, The Gambia, 13-14 March 2023)
Measurement Campaigns, and Sampling Methodologies to Monitor the QOS in Mobile Networks in Sudan​
​Telecommunications and Post Regulatory Authority (TPRA), Sudan
Workshop on Telecommunication Service Quality (Banjul, The Gambia, 13-14 March 2023)
​Generation des cartes de couverture avec l’outil atoll: Cas du Benin
​Autorité de Régulation des Communications Electroniques et de la Poste (ARCEP), Benin
Workshop on Telecommunication Service Quality (Banjul, The Gambia, 13-14 March 2023)
​Implementation of Recommendation E.803
​Autoridade Reguladora das Comunicações de Moçambique, Mozambique
Workshop on Telecommunication Service Quality (Amman, Jordan, 17-18 October 2022)​
​Jordan Connectivity and Performance Status / Visualization tools
​Telecommunications Regulatory Commission (TRC), Jordan
Workshop on Telecommunication Service Quality (Amman, Jordan, 17-18 October 2022)
Connectivity & QoS in Bahrain, concerns/challenges and possible solutions
​Telecommunications Regulatory Authority (TRA), Bahrain
Workshop on Telecommunication Service Quality (Amman, Jordan, 17-18 October 2022)​
Towards a “State of the Connectivity” report
​Instituto Federal de Telecomunicaciones (IFT), Mexico
Workshop on Telecommunication Service Quality (Amman, Jordan, 17-18 October 2022)
​Visualization and mapping - ARTEC, Madagascar
​Autorité de Régulation des Technologies de Communication (ARTEC), Madagascar
​Workshop on Quality of Service and Quality of Experience​​ of Digital Financial Services​ (Online, 12 May 2022)
DFS Quality Regulation in Zambia (Quality of Service of DFS)

​​Zambia Information & Communications Technology Authority (ZICTA) 

Workshop on Quality of Service and Quality of Experience​​ of Digital Financial Services​ (Online, 12 May 2022)
​Consumer challenges in the usage of digital Financial Services
Competition and Consumer Protection Commission (CCPC), Zambia
Workshop on Quality of Service and Quality of Experience​​ of Digital Financial Services​ (Online, 12 May 2022)
QoS Trial Testing of Mobile Financial Services (MFS) - Case of Ghana 
​National Communications Authority (NCA), Ghana


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 Workshops and Webinars

Workshops and webinars on service quality conducted by Study Group 12's Quality of Service Development Group in the 2022-2024 study period:

Service Quality News and Publications