The provider of the US (USP) is required, pursuant to determination of ICP-ANACOM of 30 March 2006, to publish quality of service parameters and performance targets for the US on an annual basis and to provide information on levels of performance achieved for the preceding year.
The targets and levels achieved by the USP for each of the indicators are given in the table below:
|
Quality of service parameters of US |
Objective |
Values |
|
PQS1. Supply time for initial network connection |
||
|
(a) Supply time for connection when customer does not specify a date (days) (a1) which corresponds to the 95% percentile of the fastest installations (a2) which corresponds to the 99% percentile of the fastest installations |
21 43 |
19 36 |
|
(b) Percentage of connection requests satisfied by date agreed with the client when the client sets a target date |
85% |
81% |
|
(c) Ratio between the number of initial connections supplied by appointment with customers and the total number of initial connections provided |
n.a. |
20% |
|
PQS2. Fault rate per access line Total number of faults attended per access |
0.10 n.a. |
0.13 297,944 |
|
PQS3. Fault repair time (hours) |
||
|
(a) Repair times of faults on local access network (a1) corresponding to the 80% percentile of fastest repairs (a2) corresponding to the 95% percentile of fastest repairs |
72 165 |
74 139 |
|
(b) Repair times for other faults (b1) corresponding to the 80% percentile of fastest repairs (b2) corresponding to the 95% percentile of fastest repairs |
47 108 |
44 93 |
|
(c) Percentage of faults repaired within the target period established by USP for repairs |
80% |
68% |
|
PQS4. Response time for operator services |
||
|
(a) Average response time for operator services (seconds) |
11,0 |
17,0 |
|
(b) Percentage of calls to the operator services answered with 20 seconds by human operator |
80% |
91% |
|
PQS5. Unsuccessful calls |
||
|
(a) No. of calls eligible for the calculation of PQS5 - national calls - international calls |
n.a. |
1,600,848,841 |
|
(b) Percentage of unsuccessful national calls |
n.a. |
0.16% |
|
(c) Percentage of unsuccessful international calls |
n.a. |
|
|
PQS6. Time taken to establish calls |
||
|
(a) Total number of calls eligible for the calculation of PQS6 of: - national calls - international calls |
n.a. |
n.a. |
|
(b) Time taken to establish national calls (seconds) (b1) corresponding to the 100% percentile of fastest calls (b2) corresponding to the 95% percentile of fastest calls |
n.a. n.a. |
n.a. n.a. |
|
(c) Time taken to establish international calls (seconds) (c1) corresponding to the 100% percentile of fastest calls (c2) corresponding to the 95% percentile of fastest calls |
n.a. |
n.a. |
|
PQS7. Response time for directory enquiry services |
||
|
(a) Average response time for directory enquiry services (seconds) |
5.0 |
2.7 |
|
(b) Percentage of calls to directory enquiry services answered within 20 seconds by a human operator or by equivalent answering systems of response |
95% |
96% |
|
PQS8. Proportion of coin and card operated public pay-telephones in working order The total number of complete days during which existing public pay-telephones are in full working order compared to the potential number of operational days of the average public pay-telephones park. |
96% |
98% |
|
PQS9. Complaints about incorrect bills Percentage of bills which are object of complaint, compared to total number of bills issued |
0.04% |
0.02% |
It was seen that the performance targets applicable to the US quality of service parameters were not full accomplished, and ICP-ANACOM is conducting a dedicated examination of the situation, in accordance with the determination of 30 March 2006 cited above.
