ACMA Mobile Network Performance Forum
November 14 2013

How Industry informs
consumers about
mobile network
performance ?
Mobile History in Australia
30

Australian
Mobile
Subscriptions
(Millions)

First fully automatic
mobile system

25
AMPS
G...
4 Screen World – 1st Screen
Converged Devices
SmartPhones - Tablets
Top ten activities
performed on smartphones
Mobile broadband annual traffic
projections Australia
2009 to 2014
Moderate growth

Accelerated growth

Annual traffic (GB...
Infrastructure Challenges

Meeting customer demand for quality user experiences with
latest generation mobile devices, app...
Technology Evolution

Ericsson 2013
Mobile Telecommunications
Network Infrastructure
• Currently 18,000 radio sites
• 3,000 in feasibility, planning or acquis...
Information about coverage and
network performance
How industry informs customers
about coverage
Online Resources

Apps

Point of Sale

Customer Support

Interactive coverag...
On Line resources - Coverage Maps
As well as general information and tips relating to coverage,
mobile carrier websites in...
How are coverage maps
compiled?
•

Network planning and capacity forecasts (for each cell) – an
ongoing process as network...
Apps
• My Vodafone App – gives access to location-based
coverage map and updates on network upgrades e.g.
over 1000 4G sit...
Point of Sale
• Materials
– Access to online and hard copy coverage maps in-store

• Staff training
– Staff trained to mat...
Customer Support
• Many ways to contact customer support – phone, on-line,
crowd support and social media.
• Customer care...
Next part of the conversation
Today:
Listening, understanding the issues / perspectives
– identifying the any gaps betwee...
Thank you
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How industry informs consumers about network performance - Chris Althaus, AMTA

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Presentation delivered by Chris Althaus, AMTA at the ACMA's Reconnecting the Customer: Mobile Network Performance Forum.

Thursday 14 November 2013, Melbourne

Published in: Technology, Business
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How industry informs consumers about network performance - Chris Althaus, AMTA

  1. 1. ACMA Mobile Network Performance Forum November 14 2013 How Industry informs consumers about mobile network performance ?
  2. 2. Mobile History in Australia 30 Australian Mobile Subscriptions (Millions) First fully automatic mobile system 25 AMPS GSM 20 CDMA 15 3G 4G 10 1981 1987 1993 1999 2000 2003 2007 2011 2012
  3. 3. 4 Screen World – 1st Screen Converged Devices SmartPhones - Tablets
  4. 4. Top ten activities performed on smartphones
  5. 5. Mobile broadband annual traffic projections Australia 2009 to 2014 Moderate growth Accelerated growth Annual traffic (GB, millions) 1,800 1,600 1,400 1,200 1,000 800 600 400 200 0 2009 2010 2011 2012 2013 2014 “There is widespread recognition that mobile broadband services are an economic enabler within society and the provision of these services, technologies and applications in the wider community is in the public interest.” Year ending 30 June Source: Network Strategies 2010 Source: 2011 ACMA “Towards 2020 Future spectrum requirements for mobile broadband”
  6. 6. Infrastructure Challenges Meeting customer demand for quality user experiences with latest generation mobile devices, apps and services depends on industry investing $billions in: •latest generation technologies •network infrastructure and •radio-frequency spectrum
  7. 7. Technology Evolution Ericsson 2013
  8. 8. Mobile Telecommunications Network Infrastructure • Currently 18,000 radio sites • 3,000 in feasibility, planning or acquisition stage at any given time • Network Deployment activity to expand and augment capacity and coverage can also raise community concern • Public concerns can exist in relation to: – Visual amenity – Electromagnetic Fields - EMF – Deployment consultation with community
  9. 9. Information about coverage and network performance
  10. 10. How industry informs customers about coverage Online Resources Apps Point of Sale Customer Support Interactive coverage maps – customer inputs location and can see expected coverage for that location and often what kind of coverage e.g. 2G/3G/4G or indoor/outdoor or video and data/voice. Carrier’s own apps (check signal strength, speed, find out about planned upgrades, outages). Apps are also a means for customers to provide feedback on coverage to carriers. Online coverage maps are available in-store to retail staff and customers. (Smaller resellers will have hard-copy coverage maps available.) Customer service staff trained to trouble-shoot coverage and network performance issues. Tips on enhancing coverage and network performance also available on www.mobiletips.org.au 3rd Party Apps – to check speed, report issues, monitor device and network performance Retail staff trained to assist with coverage questions and network performance issues – ongoing training issue Technical support is available to customers who experience device and/or network performance issues. Carriers provide various offerings to assist customers who want to improve coverage/network performance at their particular location e.g. antennas, femtocells, Remedies exist under service provider or carrier’s network/customer guarantees as well as under the Australian Consumer Law . Information about frequency bands used and handset compatibility/recommendations.
  11. 11. On Line resources - Coverage Maps As well as general information and tips relating to coverage, mobile carrier websites include interactive, detailed coverage maps. Input : address / location / device (in some cases) Output: expected coverage, type of coverage e.g. 3G/4G or indoor/outdoor, planned network upgrades, timing Note – coverage maps are a guide based on complex algorithm and prediction process - and other factors can still influence a customer’s experience e.g. bad weather or obstructions.
  12. 12. How are coverage maps compiled? • Network planning and capacity forecasts (for each cell) – an ongoing process as networks are upgraded and new networks are rolled-out e.g. 4G • Regular network monitoring, network statistics and KPIs e.g. dropped calls, data through-put, as well as complaints and customer feedback • In the field and drive tests – includes extensive handset and device testing. • ‘Aggregation of info’ - apply a complex algorithm and prediction process to determine network footprint including areas with problems and allocate priorities for network upgrade/expansion
  13. 13. Apps • My Vodafone App – gives access to location-based coverage map and updates on network upgrades e.g. over 1000 4G sites planned by Jan 2014 • My Optus App – tracks usage and provides access to FAQs and chat with customer service • Telstra 24/7 App – tracks usage and provides access to customer service, crowd support, find a store • Independent Apps - to check speed e.g. Ookla’s Speedtest.net app (android and iOS versions available)
  14. 14. Point of Sale • Materials – Access to online and hard copy coverage maps in-store • Staff training – Staff trained to match handset to customer requirements i.e. a 4G handset only where 4G is available • Questions to customers e.g. – How do you want to use your phone e.g. just calls or internet/data? – Where/when will you use your phone e.g. home, work, out and about, commuting, on holidays?
  15. 15. Customer Support • Many ways to contact customer support – phone, on-line, crowd support and social media. • Customer care staff trained to trouble-shoot coverage/performance issues to determine if it’s a handset, network or other cause for the problem being experienced • Escalation to technical support where needed. • If a problem cannot be resolved, customers can talk to their provider about a refund, replacement, cancellation of the service under the ACL’s consumer guarantee.
  16. 16. Next part of the conversation Today: Listening, understanding the issues / perspectives – identifying the any gaps between customer expectations and experience. Next steps: Analyse the outcomes Work with ACMA,TIO et al on conclusions and possible actions Industry committed to enhancing consumer information and awareness
  17. 17. Thank you

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