Re-defining Regulatory Quality in Brazil
Explore the re-thinking of the regulatory quality framework in Brazil by ANATEL, focusing on enhancing Quality of Service (QoS) and Quality of Experience (QoE) for multimedia applications and services. The agenda includes discussions on the current regulatory framework, international benchmarking, reasons for regulating quality, and strategies for the future. ANATEL's efforts aim to improve QoS/QoE through transparency, consumer empowerment, and flexibility.
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Presentation Transcript
ITU Workshop on QoS and QoE of Multimedia Applications and Services Haarlem, The Netherlands, 9-11 May 2016 Re-thinking the Regulatory Quality Framework in Brazil Tiago Sousa Prado Specialist on Regulatory Affairs - Advisor - ANATEL/Brazil tiago.prado@anatel.gov.br
AGENDA Motivation Current regulatory framework (2002-2016) Re-thinking the strategy for 2017 and ahead International benchmarking Changing the regulatory framework
Why regulate quality? Continental territory and 200 million inhabitants Strong socioeconomic differences between regions Lack of infrastructure at small and medium cities Lack of competition in service provision at small cities High level of complaints regarding quality
Current Quality Regulatory Framework (2002-2016) Network Customer reaction Assess the key aspects and requirements for delivering an adequate service. Consumer complaints about the service provision. Quality Managementt Customer Services Broadband Quality of Customer Services, including their perception about the service provision. Specific indicators related with the provision of Fixed and Mobile Broadband. Customer Perception Survey
Current Quality Regulatory Framework (2002-2016) Several overlaping indicators to monitor the QoS provided by the same networks/operators 79 indicators Fixed Telephony Broadband Regulatory overburden 21 indicators 21 indicators Expensive to measure and to certify the collection methods Mobile Paid-TV Hard to monitor and compare 20 indicators 17 indicators Poor consumer awareness
Re-thinking the strategy ANATEL s Strategic Plan for the next 15 years: Strategic Objective: create conditions for improvements in QoS/QoE Operational Plan: issue a new regulatory framework on quality Key drivers: o Monitor just the most relevant KPIs in convergent operations o Focus on transparency and consumer empowerment o Flexibility o Raise the effectiveness of the regulation
Re-thinking the strategy ITU/Anatel partnership to contract consulting services to support Anatel on the implementation of the strategic projects RFP issued in March/2015 by ITU Project duration: 18 months (until the end of 2016) Phase 1: International benchmarking of standards and regulatory quality framework, (considering countries sizes, socioeconomic conditions and level of competition) Phase 2: Analyse all quality indicators defined in the current regulation Propose a new framework and report a quantitative analysis on economic, social, and competitive impacts of the proposals
ITU/ANATEL Partnership for a new regulatory quality framework International consortium All departments involved Regulation Monitoring Competion IT Resources Surveillance Enforcement Procurement
Benchmarking Regulatory Approaches India USA Malaysia Australia Germany UK Regulation with targets for KPIs and Regulation with detailed performance requirement s Quality Regulation on wholesale products No regulation on quality No regulation on quality No regulation on quality Regulatory approach May apply fines May apply fines Quality reports Data collected by operators QoS survey among users Data collected by operators Data collected by operators when requested Data collected by operators Methodology of Data collection Biannual Quarterly Anual Quarterly or biennial Anual Quarterly Quality analysis periodicity
Changing Regulatory Framework Viable movement considering the current diversity and maturity of the brazilian telecom markets Ex-ante intervention Ex-post intervention atual future Consumer Empowerment Consumer Experience Naming and Shame Responsive approach (risks and evidences) Performance obligations Network KPIs monitoring Transparency of the results Automatic sanction (fines)
Changing Regulatory Framework Viable movement considering the current diversity and maturity of the brazilian telecom markets Ex-ante intervention Ex-post intervention atual future Consumer Empowerment Consumer Experience Naming and Shame Responsive approach (risks and evidences) Less Performance obligations Monitoring most relevant network KPIs More Transparency of the results Automatic sanction (fines)
New Regulatory Framework Network Municipal granularity (users context) Broaden the concept of Quality Coverage Data Biannual/Anual analysis Collection Customer Service Flexibility (Apps, embeded APIs, drive tests, probes) Respect of consumer rights Clear targets for relevant KPIs Responsive approach (cycles) Consumer Empower ment Operators ranked by Network, Customer Service and Quality Survey results Smartphone App for quality testing and results transparency Enforcem ent Customer compensation Fines applied just in last cases Fonte: Anatel, Cons rcio ADVISIA
ITU Workshop on QoS and QoE of Multimedia Applications and Services Haarlem, The Netherlands, 9-11 May 2016 Thank you! Tiago Sousa Prado Specialist on Regulatory Affairs - Advisor - ANATEL/Brazil tiago.prado@anatel.gov.br
