Global Roaming Quality Oct-2010

Global Roaming Quality
‘Power and Perils of Networks’
Cato Rockne-Meyer
Caleidoscope Associates UK
Jacob Fleming Conferences, Berlin 21-22 October 2010

30 January 2015
Caleidoscope Associates Ltd
Introduction
Cato Rockne-Meyer
 Orange UK, Vodafone UK, Vodafone Group
 C&W, Mercury Communications
 Telecoms Division, LogicaCMG
Independent Telecoms Consultant
 Global Roaming Quality
 Roaming and SMS Hubbing
 Product Development & Implementation

30 January 2015
Agenda
Quality in mobile roaming service
GSMA Global Roaming Quality framework for
mobile operators, carriers and roaming hub
providers
Improving revenues for inbound and outbound
roaming traffic
How to introduce GRQ

30 January 2015
What Quality?
What is quality?
How important is quality?
Who defines roaming QoS?

30 January 2015
What Quality?
What is quality?
 ISO 9000: "Degree to which a set of inherent characteristics fulfills
requirements [need or expectation].“
How important is quality?
 10% of churn*
Who defines roaming QoS?
 Seamless experience
 Coverage
 Reliability
 Transparency
 Rich services - as in home network
* Dietech Networks, 2008

30 January 2015
History of GSM Roaming
1987: GSM operator agreement defined
1991: First GSM call made (Radiolinja, Finland)
1992: First roaming agreement signed (Telecom Finland and
Vodafone UK)
1993: First non-European operator (Telstra Australia) joins 32
GSM networks
1996: 200 operators in 100 countries
1998: 100 million subscribers on GSM
2002: GSM in 95% of nations worldwide
2003: GSM in 200 countries (3G launched)
2006: HSDPA, 700 GSM operators

30 January 2015
Roaming Landscape Today
Mobile services are
global and becoming
ubiquitous
 From 640 million in
2000 to 4.5 billion
connections today
 800+ GSM networks in
222 countries & regions*
 Bilateral roaming
agreements  Roaming
Hubbing
* Sources: GSMA
** Wireless Intelligence
Customers switching from Fixed Line to Mobile services

30 January 2015
Roaming QoS
Ditech Networks analysed 630 million mobile voice calls in 16
networks across 12 countries
Average of 39% of voice calls below minimum
industry standard for quality (2.5 MOS)
Mature markets such as the U.S. and Western Europe had
23% of calls below minimum standard
Rapid growth markets such as the Middle East, India, Africa
and South America had 59% of calls below minimum standard
Source: Ditech Networks, 2008.

30 January 2015
Who pays for QoS?
Customers
Customer Services
Roaming Operations
Sales & Marketing
Profit & Loss

30 January 2015
What are the quality challenges?
Cost-driven threats to quality of roaming
service
Short-term cost pressures, Least Cost Routing,
VoIP, quasi-roaming.
Customer reaction to poor roaming
experience
Avoid or limit usage, seek alternatives to roaming,
challenge bills, churn
Complex delivery chains
Differences in market focus, service levels,
equipment, operations
Lack of industry guidelines
E2E measurements, roaming SLA, troubleshooting,
sharing of information

Everything Everywhere Restricted
What are the quality challenges?
Cost-driven threats to quality of roaming
service
Short-term cost pressures, Least Cost Routing,
VoIP, quasi-roaming .>> Impact on ALOC?
Customer reaction to poor roaming
experience
Avoid or limit usage, seek alternatives to roaming,
challenge bills, churn >> Roaming experience?
Complex delivery chains
Differences in market focus, service levels,
equipment, operations >> Average response
time for issues?
Lack of industry guidelines
E2E measurements, roaming SLA, troubleshooting,
sharing of information >> Roaming measures
for QoS?
Weakest link!

30 January 2015
Many Questions
What can my company do to improve QoS for our
customers?
Where do I start to address roaming QoS?
What to improve and where?
Who is responsible for QoS?
Will it be worth the effort?
We don’t have time, resources, capacity…

30 January 2015
What is GRQ?
GSMA roaming improvement programme 2006
Executive initiative – ‘global perspective on roaming
QoS’
GRQ - end-to-end QoS measurement framework
GRQ trial with operators and vendors
Leading MNOs and vendors contributed to
developing and testing GRQ in 2007-2008.
Framework extended to Roaming Hubs 2009.
Complimentary to IPX quality measures.

30 January 2015
GRQ Framework
Link to GSMA Infocentre GRQ Knowledge Base https://infocentre.gsm.org/cgi-bin/knowledge_base_disp.cgi?1933
IR81
GRQ
Measurement
Implementation
AA.13
Roaming SLA
Annex C12
BA.51
Roaming SLA
Handbook
IR42
Computation
including
trigger point
Dictionary
IR.78
Roaming
Trouble
Report
IR.21
Database
GSMA reference documents for
International Carriers:
IN.01, IN.05, IN.10, AA.80: SLA
templates for carriers, GRX, and
IPX
IN.02: Use of Gateways for Mobile
Communications
GSMA reference documents
for MNOs:
BA.51: Roaming SLA Handbook
IR.42: QoS Parameters
AA.13 (C12): Roaming SLA
IR.81: GRQ measurement
Implementation
IR.78: Trouble shooting
procedure
IR.21: Contact information for
trouble shooting

30 January 2015
Monitoring methods
Active Monitoring
Pros
Passive Monitoring
 Powerful testing capability
 Reproducible testing
 Can provide end-to-end view
 Covers all Roaming SLA measures
 Number of test cycles is flexible
Cons Not reflecting customer location
Difficult to identify root causes
Requires distributed remote
equipment
Pros  Shows real-time network and
service performance for monitored
subscriber
 Identifies potential root-causes of
problems
 No remote equipment or
infrastructure required
Cons Limited coverage of Roaming SLA
measures
Unable to monitor service failures
(i.e. depends on roaming signaling)

Measuring roaming QoS for voice, data, and SMS:
– Active methods using fixed and/or mobile remote probes
– Passive methods using SS7 signaling probes
– Both methods follow standardized test scripts
– Selected measures can be included in Roaming SLAs
Common Measures & Methods

30 January 2015
Service Level Agreements
SLA N05
HPLM
N SLA IN05
GRX & IPX
.
Roaming Hub
SLA IN.10 SLA IN.10
VPLMN
SLA IN.10
Carrier
Carrier
SLA IN.01
SLA IN.01
Hub
SLA
Hub
SLA
Roaming
SLA
End-to-end monitoring of roaming service
Roaming
SLA

30 January 2015
Roaming Troubleshooting Process
Standard reporting format for quick resolution
Complements in-house processes and trouble
ticketing
Central source for roaming contacts
Can be part of Roaming SLA

30 January 2015
So far so good…
GRQ is a quality framework developed by the GSMA
to meet the need for a clearer view of roaming quality
of service and define a common approach to
managing roaming quality.
 Measuring roaming QoS end-to-end
 Roaming partners to compare measurements
 Complements troubleshooting
 Provides basis for service level agreements
 Helps increase net revenues and protect brand

30 January 2015
How to introduce GRQ
Executive Sponsor and Company Agenda
Link to strategy & values
Compose internal project/team
Agree GRQ goals, objectives, and timescale
Review existing
 Traffic reporting & alarms
 Roaming support & troubleshooting
 Service levels
Identify roaming partners and carriers

30 January 2015
Step 1: SWOT
Where are the main opportunity areas?
What QoS are my subscribers experiencing today?
How much revenue is at risk today?
What is our baseline benchmark?
Where do we want to be in 12 months, 3 years, …

30 January 2015
Step 2: Strategy
#1
Value to
MNO
Effort to
Improve
Main
opportunity
Selective
Hot Spots
Strategic
Factors

30 January 2015
Example GRQ Strategy
#1
Value to
MNO
Effort to
Improve
Usually close
relationship
with Top 5
partners
Reach via roaming
hub with roaming
SLA?
Opportunity for
outsourcing
monitoring and
testing?
Main
opportunity
Selective
Hot Spots
Collaborative
programme
for mutual
benefits

30 January 2015
Example GRQ Strategy
#1
Value to
MNO
Effort to
Improve
Main
opportunity
Selective
Hot Spots
Roaming and carrier SLAs;
passive monitoring and
active testing.
Selective roaming and
carrier SLAs for upper half;
periodic/adhoc active
testing.
Consider QoS when
selecting roaming partners;
roaming SLA and passive
monitoring for partners
serving high value
subscribers & services.
Roaming and carrier SLAs;
active testing.

30 January 2015
Step 3: Business Case
Business Cases* for MNOs (and Roaming Hubs) and
International Carriers
 Outage Impact Analysis
 Net Income Analysis
Unique to each company
 Per roaming destination – balanced or asymmetric traffic?
 Rapid growth vs mature market?
 Customer expectations
* All cases are per network/destination

Example Business Case - Outage
Input Data
Net income from roaming or wholesale per year 15000000 $
Average downtime per year (Trouble Ticket's) 3400 hrs
Cost of investment in GRQ framework 450000 $
Expected % quality improvement expected from GRQ investment 10 %
Calculations
Net income from roaming per hour 1712.3288 $
Reduction in annual downtime from GRQ investment 340 hrs
Value of downtime reduction per year 582191.78 $
Result
Payback period for GRQ investment 0.7729412 years

30 January 2015
Step 4: Pilot
Internal project
 Pilot team (roaming, interconnect, operations, customer
services)
 Tools, measures, and vendors
External partners
 Select roaming partners for pilot
 Introductory service levels for bilateral traffic
 Establish fault handling and troubleshooting process
 Include International Carriers

30 January 2015
Take Home Points
Operators, international carriers and roaming hub
providers need to work together to ensure roaming
QoS
Benefits of GRQ accrues for operators, carriers, and
roaming hub providers through increase net
revenues
The aim is to ensure the right level of QoS for
customers and mitigate revenue loss and wider cost
of roaming service failures

30 January 2015
By implementing GRQ,
operators,
hubs and carriers can
improve
their share of service,
and ultimately
revenues.
It’s a win-win-win !
Global solution enabled by local
contribution
E2E monitoring E2E roaming SLA
E2E
collaboration

30 January 2015
Common Sense
Improving revenues for operators, carriers and hub
providers
 Detecting and resolving roaming issues early
 Reduce time to resolve roaming and interconnect issues
 Expedite trouble tickets and reduce fault reports
 Increase average length of calls (ALOC)
 Improve customer satisfaction
 Reduce time and resources consumed by
troubleshooting

MNOs involved in GRQ worldwide
Europe
Telenor * Sweden
Avea Turkey
Azerfon Azerbaijan
Bouygues
Telecom
France
KPN Netherlands
Orange-FT
Group
various
Promonte Montenegro
SFR France
Telenor Serbia
Vodafone
group
various
Asia-Pacific
DTAC * Thailand
Celcom Malaysia
Digitel Philippines
Excelcom Indonesia
Idea Cellular India
M1 Singapore
Smartone-
Vodafone
Hong Kong
Arab World
STC * Saudi Arabia
Mobinil Egypt
Etisalat UAE
Mobily Saudi Arabia
Jawwal Palestine
Q-Tel Qatar
Zain Bahrain
Americas
Oi* Brazil
Antel Uruguay
Claro (America
Movil) group
various
Comcel Colombia
Digicel group various
Entel Bolivia &
Chile
Personal Argentina
TIM Brazil
* Chairing group

30 January 2015
Who can help?

A GSMA associate membership
category exists for providers of
Global Roaming Quality monitoring
products and/or services

Associate members in this category
support the GRQ framework and
associated GSMA documents.

GRQ Monitoring Providers:

30 January 2015
Thank You!
For further information contact:
 Cato Rockne-Meyer
 cato@caleidoscope.co.uk
 +44-7811-332511
 GSMA
 torbjorn.pettersson@telenor.com
 www.gsmworld.com

Global Roaming Quality Oct-2010

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