Arcep submits to consultation a draft proposal for a complete overhaul of its fixed internet access and telephone service QoS indicators
Paris, 28 November 2016
Taking another step towards crowdsourcing, to reflect users' experience
as accurately as possible, as part of a data-centric approach to regulation
Arcep decided to bring changes to its scoreboards on network and service coverage
and quality, to provide users with more reliable and more representative measurements
of fixed internet access and telephone services. To this end, it intends to
make use of new digital tools that will enable any user to obtain a reliable,
objective and reproducible measurement of how their individual access is performing.
Crowdsourcing instruments will also allow Arcep to obtain a wealth of collaboratively
produced information, which will help in identifying any market failures.
The objective over time: to reflect the user experience as accurately as possible,
as part of a data-centric approach to regulation. The aim of making information
transparent is to allow citizen-consumers to steer the market.
To be able to commit fully to this new approach, an adjustment must be made
to the current regulatory framework. This is why Arcep is launching a public
consultation today on a draft decision, amending the Framework Decision of 2013
on measuring and publishing fixed service QoS indicators (Decision No. 2013-0004).
In particular, provisions regarding the quality of fixed internet access and
telephone services, which have become superfluous, will be removed starting
in the second half of 2017.
Responses to the consultation are to be submitted to the following e-mail address
by 5 January 2017: email@example.com
For 2017: partner-based approach and comparative study of existing measures
Arcep wanted to give priority to creating partnerships with players that are
already measuring coverage and quality of service, or centralising users' feedback.
A call for partnership proposals was held from 30 June to 30 September 2016.
It resulted in some 10 responses, along with concrete
proposals on paths for collaboration between these players and Arcep, which
are currently being examined in detail.
As a parallel measure, because there is as yet no standardised method - which
can be considered the gold standard - for measuring the quality of fixed services,
Arcep plans on performing a comparative analysis of the different crowdsourcing
tools that are currently available in the marketplace. This study will help
clarify the Authority's understanding of these tools and the methodological
approaches best suited to meeting the regulatory objectives with which it is
entrusted, and allow it to make the best partnership choices.
The findings of this comparative study will be made public in early 2017.
For now: the final publication of scoreboards, in their current form,
on the quality of fixed internet access and telephone services, for which feedback
will be vital to what follows
Today, Arcep is also publishing summary reports on its three fixed services
QoS scoreboards for Q1 2016, regarding:
• Internet access: bitrates, latency, web browsing, streaming video
• Telephone calls: call completion success rate, call setup time, speech quality
• Customer service: line setup, reliability, technical support
Up until now, internet access and telephone service scoreboards have been based
on tests performed in a controlled environment. The fruit of significant work
involving operators, consumer associations, independent technical experts and
Arcep departments, their findings and practical feedback (governance, technical
mechanism, methodology, etc.) will be one of the keys to the success of Arcep's
new approach. However, they will no longer be published in their current form,
as Arcep wants to move towards a system that reflects users' experience as accurately