TCN 68 - 176: 2003
môc lôc
* Lêi nãi ®Çu 5
* QuyÕt ®Þnh ban hµnh cña bé trëng bé bu chÝnh viÔn th«ng 7
* TCN 68 - 176: 2003 9
Lêi nãi ®Çu
Tiªu chuÈn Ngµnh TCN 68-176: 2003 "DÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng - Tiªu chuÈn chÊt lîng" ®îc x©y dùng trªn c¬ së so¸t xÐt, bæ sung Tiªu chuÈn Ngµnh TCN 68-176: 1998 "DÞch vô viÔn th«ng trªn m¹ng ®iÖn tho¹i c«ng céng - Tiªu chuÈn chÊt lîng" ban hµnh theo QuyÕt ®Þnh sè 811/1998/Q§-TCB§ ngµy 29/12/1998 cña Tæng côc Bu ®iÖn (nay lµ Bé Bu chÝnh, ViÔn th«ng).
Tiªu chuÈn Ngµnh TCN 68-176: 2003 do Côc Qu¶n lý ChÊt lîng Bu chÝnh, ViÔn th«ng vµ C«ng nghÖ th«ng tin biªn so¹n theo ®Ò nghÞ cña Vô Khoa häc - C«ng nghÖ vµ ®îc ban hµnh theo QuyÕt ®Þnh sè 161/2003/Q§-BBCVT cña Bé trëng
Bé Bu chÝnh, ViÔn th«ng ngµy 30/9/2003.
Tiªu chuÈn Ngµnh TCN 68-176: 2003 ®îc ban hµnh díi d¹ng song ng÷ (tiÕng ViÖt vµ tiÕng Anh). Trong trêng hîp cã tranh chÊp vÒ c¸ch hiÓu do biªn dÞch, b¶n tiÕng ViÖt ®îc ¸p dông.
Vô Khoa häc - C«ng nghÖ
bé bu chÝnh, viÔn th«ng
Sè: 161/2003/Q§-BBCVT
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Céng hoµ x· héi chñ nghÜa viÖt nam
§éc lËp - Tù do - H¹nh phóc
Hµ Néi, ngµy 30 th¸ng 9 n¨m 2003
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QuyÕt ®Þnh cña bé trëng bé bu chÝnh, viÔn th«ng
VÒ viÖc ban hµnh Tiªu chuÈn Ngµnh
bé trëng bé bu chÝnh, viÔn th«ng
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C¨n cø Ph¸p lÖnh ChÊt lîng hµng hãa ngµy 04/01/2000;
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C¨n cø NghÞ ®Þnh sè 90/2002/N§-CP ngµy 11/11/2002 cña ChÝnh phñ quy ®Þnh chøc n¨ng, nhiÖm vô, quyÒn h¹n vµ c¬ cÊu tæ chøc cña Bé Bu chÝnh, ViÔn th«ng;
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C¨n cø QuyÕt ®Þnh sè 27/2001/Q§-TCB§ ngµy 09/01/2001 cña Tæng côc
Bu ®iÖn (nay là Bé Bu chÝnh, ViÔn th«ng) vÒ viÖc x©y dùng, ban hµnh vµ c«ng bè tiªu chuÈn trong ngµnh Bu ®iÖn;
-
Theo ®Ò nghÞ cña Vô trëng Vô Khoa häc - C«ng nghÖ,
quyÕt ®Þnh
§iÒu 1.- Ban hµnh kÌm theo QuyÕt ®Þnh nµy 03 Tiªu chuÈn Ngµnh:
1. DÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng - Tiªu chuÈn chÊt lîng,
M· sè TCN 68-176: 2003;
2. DÞch vô ®iÖn tho¹i trªn m¹ng di ®éng mÆt ®Êt c«ng céng - Tiªu chuÈn
chÊt lîng,
M· sè TCN 68-186: 2003;
3. DÞch vô Internet - Tiªu chuÈn chÊt lîng,
M· sè TCN 68-218: 2003.
§iÒu 2.- C¸c tiªu chuÈn nªu ë §iÒu 1 ®îc ¸p dông thay thÕ c¸c Tiªu chuÈn Ngµnh t¬ng øng:
1. DÞch vô viÔn th«ng trªn m¹ng ®iÖn tho¹i c«ng céng - Tiªu chuÈn chÊt lîng,
M· sè TCN 68-176: 1998;
2. DÞch vô viÔn th«ng trªn m¹ng di ®éng mÆt ®Êt c«ng céng - Tiªu chuÈn
chÊt lîng,
M· sè TCN 68-186: 1999;
3. Tiªu chuÈn chÊt lîng dÞch vô Internet (ban hµnh theo QuyÕt ®Þnh sè
683/1997/Q§-TCB§ ngµy 14/11/1997 cña Tæng côc Bu ®iÖn).
§iÒu 3.- HiÖu lùc b¾t buéc ¸p dông c¸c tiªu chuÈn nªu ë §iÒu 1 sau 15 ngµy kÓ tõ ngµy ký QuyÕt ®Þnh nµy.
§iÒu 4.- Ch¸nh v¨n phßng, Vô trëng Vô Khoa häc - C«ng nghÖ, thñ trëng c¸c ®¬n vÞ chøc n¨ng, c¸c ®¬n vÞ trùc thuéc Bé Bu chÝnh, ViÔn th«ng vµ c¸c tæ chøc, c¸ nh©n liªn quan chÞu tr¸ch nhiÖm thi hµnh quyÕt ®Þnh nµy.
K/T. Bé trëng Bé Bu chÝnh, ViÔn th«ng
thø trëng thêng trùc
§· ký: Mai Liªm Trùc
Tiªu chuÈn ngµnh
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TCN 68 - 176: 2003
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DÞCH Vô ®iÖn tho¹i
trªn m¹ng ®iÖn tho¹i c«ng céng
TI£U CHUÈN CHÊT L¦îNG
(Ban hµnh kÌm theo QuyÕt ®Þnh sè 161/2003/Q§-BBCVT ngµy 30/9/2003
cña Bé trëng Bé Bu chÝnh, ViÔn th«ng)
I. Ph¹m vi vµ ®èi tîng ¸p dông
1.1 Tiªu chuÈn nµy bao gåm c¸c chØ tiªu chÊt lîng cho dÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng (PSTN) truy nhËp b»ng h÷u tuyÕn vµ theo ph¬ng thøc quay sè trùc tiÕp.
1.2 Tiªu chuÈn nµy lµ c¬ së ®Ó C¬ quan qu¶n lý Nhµ níc thùc hiÖn viÖc qu¶n lý chÊt lîng dÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng do c¸c doanh nghiÖp (nh ®îc ®Þnh nghÜa t¹i môc 2.2.1) cung cÊp theo c¸c quy ®Þnh cña ChÝnh phñ vµ cña Bé Bu chÝnh, ViÔn th«ng bao gåm:
- §¨ng ký chÊt lîng dÞch vô;
- B¸o c¸o chÊt lîng dÞch vô;
- KiÓm tra chÊt lîng dÞch vô;
- Gi¸m s¸t chÊt lîng dÞch vô.
II. Ch÷ viÕt t¾t, ®Þnh nghÜa vµ kh¸i niÖm
2.1 Ch÷ viÕt t¾t
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DNCCDV
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:
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Doanh nghiÖp cung cÊp dÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng;
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CLDV
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:
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ChÊt lîng dÞch vô;
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D
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:
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§é kh¶ dông cña m¹ng;
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PSTN
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:
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M¹ng ®iÖn tho¹i c«ng céng.
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2.2 §Þnh nghÜa
2.2.1 DNCCDV: lµ doanh nghiÖp ®îc Bé Bu chÝnh, ViÔn th«ng cÊp phÐp thiÕt lËp
m¹ng vµ cung cÊp dÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng.
2.2.2 Kh¸ch hµng (ngêi sö dông dÞch vô): lµ c¸c c¸ nh©n, tæ chøc ViÖt Nam hoÆc
níc ngoµi sö dông dÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng.
2.2.3 Chuyªn gia: lµ nh÷ng c¸ nh©n kh¸ch quan, cã kinh nghiÖm trong lÜnh vùc ©m häc hoÆc trong lÜnh vùc ®¸nh gi¸ chÊt lîng ®iÖn tho¹i do c¬ quan qu¶n lý nhµ níc chØ ®Þnh ®Ó ®¸nh gi¸ chÊt lîng tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng.
2.3 Kh¸i niÖm
2.3.1 CLDV: ChÊt lîng dÞch vô lµ kÕt qu¶ tæng hîp cña c¸c chØ tiªu thÓ hiÖn møc ®é hµi lßng cña ngêi sö dông dÞch vô ®èi víi dÞch vô ®ã.
2.3.2 Cuéc gäi ®îc thiÕt lËp thµnh c«ng: Cuéc gäi ®îc thiÕt lËp thµnh c«ng lµ cuéc gäi mµ khi quay sè thuª bao chñ gäi nhËn ®îc tÝn hiÖu cho biÕt ®óng tr¹ng th¸i cña thuª bao bÞ gäi.
2.3.3 Sù cè m¹ng: Sù cè m¹ng lµ h háng cña mét hoÆc mét sè phÇn tö m¹ng thuéc phÇn truyÒn dÉn vµ/hoÆc phÇn chuyÓn m¹ch dÉn ®Õn viÖc gi¸n ®o¹n ®êng liªn l¹c cña mét hoÆc mét sè thuª bao.
2.3.4 C¸c kh¸i niÖm ®Þnh tÝnh khi lÊy ý kiÕn kh¸ch hµng:
- TiÕng väng: Ngêi ®µm tho¹i nghe ®îc tiÕng cña chÝnh m×nh väng l¹i;
- TiÕng trung thùc: Ngêi ®µm tho¹i nhËn biÕt ®îc giäng cña ngêi ®èi tho¹i qua ©m s¾c;
- Xuyªn ©m: Nh÷ng ©m thanh c¶m nhËn ®îc (cã thÓ hiÓu ®îc hoÆc kh«ng hiÓu ®îc) trong khi ®µm tho¹i xuÊt ph¸t tõ thiÕt bÞ ®Çu cuèi kh¸c do m¹ng cña DNCCDV g©y ra;
- NhiÔu: Nh÷ng tiÕng rÝt, ï, l¹o x¹o nghe thÊy trong qu¸ tr×nh ®µm tho¹i, kh«ng ph¶i lµ tiÕng ån ngo¹i c¶nh.
2.3.5 Ph¬ng ph¸p x¸c ®Þnh:
Ph¬ng ph¸p x¸c ®Þnh lµ c¸c ph¬ng ph¸p ®¸nh gi¸ chÊt lîng dÞch vô víi møc lÊy mÉu tèi thiÓu ®îc c¬ quan qu¶n lý Nhµ níc và DNCCDV ¸p dông trong viÖc ®o kiÓm ®Ó b¸o c¸o, kiÓm tra vµ gi¸m s¸t chÊt lîng dÞch vô.
Mçi chØ tiªu chÊt lîng ®îc quy ®Þnh mét hay nhiÒu ph¬ng ph¸p x¸c ®Þnh kh¸c nhau. Trong trêng hîp chØ tiªu chÊt lîng dÞch vô ®îc x¸c ®Þnh b»ng nhiÒu ph¬ng ph¸p kh¸c nhau quy ®Þnh t¹i Tiªu chuÈn nµy th× chØ tiªu chÊt lîng ®îc ®¸nh gi¸ lµ phï hîp khi kÕt qu¶ ®¸nh gi¸ bëi mçi ph¬ng ph¸p ®Òu phï hîp víi møc chØ tiªu quy ®Þnh.
III. ChØ tiªu chÊt lîng dÞch vô
A. ChØ tiªu chÊt lîng kü thuËt
3.1 §é kh¶ dông cña m¹ng
Kh¸i niÖm: §é kh¶ dông cña m¹ng (D) lµ tû lÖ thêi gian trong ®ã m¹ng s½n sµng cung cÊp dÞch vô cho kh¸ch hµng.
Trong ®ã:
Tr : Thêi gian x¸c ®Þnh ®é kh¶ dông cña m¹ng;
Tf : Thêi gian m¹ng cã sù cè thuéc tr¸ch nhiÖm DNCCDV vµ ®îc
tÝnh theo c«ng thøc:
Trong ®ã:
N: Tæng sè lÇn x¶y ra sù cè m¹ng trong thêi gian x¸c
®Þnh ®é kh¶ dông;
Ri: Tæng sè thuª bao cña m¹ng ®iÖn tho¹i c«ng céng t¹i
thêi ®iÓm x¶y ra sù cè m¹ng thø i;
ri: Sè thuª bao bÞ mÊt liªn l¹c trong sù cè m¹ng thø i;
ti: Thêi gian cña sù cè m¹ng thø i.
ChØ tiªu: D kh«ng ®îc nhá h¬n 99%
Ph¬ng ph¸p x¸c ®Þnh:
- Thèng kª toµn bé sù cè trong thêi gian x¸c ®Þnh ®é kh¶ dông. Thêi gian x¸c ®Þnh ®é kh¶ dông tèi thiÓu lµ 3 th¸ng.
3.2 Sù cè ®êng d©y thuª bao
Kh¸i niÖm: Sù cè ®êng d©y thuª bao lµ nh÷ng háng hãc ®êng d©y thuª bao lµm cho dÞch vô ®iÖn tho¹i cè ®Þnh kh«ng thùc hiÖn ®îc hoÆc thùc hiÖn ®îc nhng kh«ng ®¹t yªu cÇu. Kh«ng kÓ ®Õn sù cè do thiÕt bÞ ®Çu cuèi cña kh¸ch hµng vµ/hoÆc c¸c nguyªn nh©n bÊt kh¶ kh¸ng g©y ra (thiªn tai, lò lôt) mµ chØ do m¹ng líi viÔn th«ng cña DNCCDV g©y ra.
ChØ tiªu: Sè lÇn sù cè ®êng thuª bao ®èi víi:
- Néi thµnh, thÞ x·: Sè sù cè 15 sù cè/100 thuª bao/n¨m
- ThÞ trÊn: Sè sù cè 20 sù cè/100 thuª bao/n¨m
- Lµng, x·: Sè sù cè 30 sù cè/100 thuª bao/n¨m
Ph¬ng ph¸p x¸c ®Þnh:
- Thèng kª ®Çy ®ñ sù cè ®êng thuª bao lµm ¶nh hëng ®Õn chÊt lîng dÞch vô tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng.
3.3 Tû lÖ cuéc gäi ®îc thiÕt lËp thµnh c«ng
Kh¸i niÖm: Tû lÖ cuéc gäi ®îc thiÕt lËp thµnh c«ng lµ tû sè gi÷a sè cuéc gäi ®îc thiÕt lËp thµnh c«ng trªn tæng sè cuéc gäi.
ChØ tiªu: Tû lÖ cuéc gäi ®îc thiÕt lËp thµnh c«ng ®îc quy ®Þnh ®èi víi:
- Liªn l¹c néi tØnh: 95%
- Liªn l¹c liªn tØnh: 94%
- Liªn l¹c quèc tÕ: 90%
Ph¬ng ph¸p x¸c ®Þnh:
- M« pháng cuéc gäi: Sè lîng cuéc gäi lÊy mÉu cÇn thiÕt Ýt nhÊt lµ 1000 cuéc.
- Gi¸m s¸t b»ng c¸c tÝnh n¨ng s½n cã cña m¹ng: Sè lîng cuéc gäi lÊy mÉu tèi thiÓu lµ toµn bé cuéc gäi trong mét tuÇn.
Gi¸m s¸t b»ng thiÕt bÞ bªn ngoµi: Sè lîng cuéc gäi lÊy mÉu cÇn thiÕt Ýt nhÊt lµ 1000 cuéc vµo giê b×nh thêng.
3.4 ChÊt lîng tho¹i
Kh¸i niÖm: ChÊt lîng tho¹i lµ chØ sè tÝch hîp cña chÊt lîng truyÒn tiÕng nãi trªn kªnh tho¹i trong m¹ng ®iÖn tho¹i c«ng céng vµ ®îc x¸c ®Þnh b»ng c¸ch cho ®iÓm trung b×nh theo thang ®iÓm tõ 1 ®Õn 5 t¬ng øng nh sau:
§iÓm sè
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5
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4
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3
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2
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1
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ChÊt lîng tho¹i
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RÊt tèt
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Tèt
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Trung b×nh
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XÊu
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RÊt xÊu
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ViÖc ®¸nh gi¸ chÊt lîng tho¹i cã thÓ thùc hiÖn theo ph¬ng ph¸p chñ quan: lÊy ý kiÕn kh¸ch hµng vÒ chÊt lîng tho¹i; lÊy ý kiÕn chuyªn gia vÒ chÊt lîng tho¹i, hoÆc theo ph¬ng ph¸p kh¸ch quan theo khuyÕn nghÞ ITU-T P.861 vµ P.862 cña Liªn minh viÔn th«ng thÕ giíi ITU.
ChØ tiªu: Ýt nhÊt 95% cuéc gäi (hoÆc ý kiÕn ®¸nh gi¸) ®¹t møc tõ 3 ®iÓm trë lªn.
Ph¬ng ph¸p x¸c ®Þnh:
- Ph¬ng ph¸p kh¸ch quan: Sè lîng cuéc gäi lÊy mÉu Ýt nhÊt lµ 1000 cuéc.
- LÊy ý kiÕn kh¸ch hµng: Sè kh¸ch hµng lÊy ý kiÕn tèi thiÓu lµ 1% tæng sè kh¸ch hµng. MÉu lÊy ý kiÕn kh¸ch hµng qua th, th ®iÖn tö, fax hoÆc ®iÖn tho¹i ®îc quy ®Þnh t¹i phô lôc.
- LÊy ý kiÕn chuyªn gia: Sè chuyªn gia cÇn lÊy ý kiÕn Ýt nhÊt lµ 30 chuyªn gia. Mçi chuyªn gia chØ ®îc ®a ra ý kiÕn cña m×nh sau khi thùc hiÖn 30 cuéc gäi thµnh c«ng.
3.5 §é chÝnh x¸c ghi cíc
3.5.1 Tû lÖ cuéc gäi bÞ ghi cíc sai
Kh¸i niÖm: Tû lÖ cuéc gäi bÞ ghi cíc sai ®îc x¸c ®Þnh b»ng tû sè gi÷a c¸c cuéc gäi bÞ ghi cíc sai trªn tæng sè cuéc gäi.
Cuéc gäi bÞ ghi cíc sai bao gåm:
- Nh÷ng cuéc gäi ghi cíc nhng kh«ng cã thùc;
- Cuéc gäi cã thùc nhng kh«ng ghi cíc;
- Cuéc gäi ghi sai sè chñ gäi vµ/hoÆc sè bÞ gäi;
- Nh÷ng cuéc gäi ®îc ghi cíc cã ®é dµi sai so víi ®é dµi ®µm tho¹i thùc;
- Nh÷ng cuéc gäi ®îc ghi cíc cã thêi gian b¾t ®Çu sai 9 gi©y so víi thêi
®iÓm thùc lÊy theo ®ång hå chuÈn quèc gia.
ChØ tiªu: Tû lÖ cuéc gäi bÞ ghi cíc sai kh«ng ®îc lín h¬n 0,1% tæng sè cuéc gäi.
3.5.2 Tû lÖ thêi gian ®µm tho¹i bÞ ghi cíc sai
Kh¸i niÖm: Tû lÖ thêi gian ®µm tho¹i bÞ ghi cíc sai lµ tû sè gi÷a tæng gi¸ trÞ tuyÖt ®èi thêi gian ghi sai cña c¸c cuéc gäi bÞ ghi cíc sai trªn tæng sè thêi gian cña c¸c cuéc gäi.
ChØ tiªu: Tû lÖ thêi gian ®µm tho¹i bÞ ghi sai 0,1%.
Ph¬ng ph¸p x¸c ®Þnh: (cho c¶ chØ tiªu 3.5.1 vµ 3.5.2)
- M« pháng cuéc gäi: Sè lîng cuéc gäi lÊy mÉu cÇn thiÕt Ýt nhÊt lµ 1000 cuéc cã ®é dµi kh¸c nhau tõ 1 ®Õn 6 phót, theo c¸c híng kh¸c nhau, bao gåm: néi ®µi, néi h¹t, néi tØnh, liªn tØnh.
- Gi¸m s¸t b»ng thiÕt bÞ bªn ngoµi: Sè lîng cuéc gäi cÇn lÊy mÉu tèi thiÓu lµ 1000 cuéc.
3.6 §é chÝnh x¸c tÝnh cíc vµ lËp hãa ®¬n
Kh¸i niÖm: ViÖc tÝnh cíc vµ lËp ho¸ ®¬n ph¶i ®¶m b¶o chÝnh x¸c, ®Çy ®ñ, kÞp thêi vµ cã ho¸ ®¬n râ rµng theo ®óng quy ®Þnh t¹i ThÓ lÖ dÞch vô viÔn th«ng trªn m¹ng ®iÖn tho¹i c«ng céng.
DNCCDV ph¶i lu tr÷ sè liÖu gèc tÝnh cíc trong vßng tèi thiÓu 180 ngµy vµ cung cÊp ho¸ ®¬n kÌm theo b¶n kª chi tiÕt cuéc gäi bao gåm ngµy, th¸ng, n¨m thùc hiÖn cuéc gäi, thêi gian b¾t ®Çu, thêi gian kÕt thóc, sè m¸y bÞ gäi (cuéc gäi quèc tÕ: m· quèc gia, m· vïng, sè thuª bao; cuéc gäi trong níc: m· vïng, sè thuª bao), cíc phÝ tõng cuéc nÕu kh¸ch hµng cã yªu cÇu.
ChØ tiªu: Sè cuéc gäi bÞ tÝnh cíc hoÆc lËp ho¸ ®¬n sai 0,01% cuéc gäi.
Ph¬ng ph¸p x¸c ®Þnh: Ph¬ng ph¸p thèng kª.
So s¸nh Ýt nhÊt 10.000 cuéc gäi ®îc tÝnh cíc víi sè liÖu ghi cíc.
B. ChØ tiªu chÊt lîng phôc vô
3.7 Thêi gian chê söa ch÷a sù cè ®êng d©y thuª bao
Kh¸i niÖm: Thêi gian chê söa ch÷a sù cè ®êng d©y thuª bao ®îc tÝnh tõ lóc doanh nghiÖp cung cÊp dÞch vô nhËn ®îc th«ng b¸o h háng cña kh¸ch hµng ®Õn lóc söa ch÷a xong. Kh«ng kÓ ®Õn c¸c h háng do thiÕt bÞ ®Çu cuèi cña kh¸ch hµng hoÆc c¸c sù cè do nguyªn bÊt kh¶ kh¸ng g©y ra (thiªn tai, háa ho¹n...).
ChØ tiªu: 90% sù cè ®êng thuª bao ®îc söa ch÷a xong trong c¸c kho¶ng thêi gian sau:
- Néi thµnh, thÞ x·: 12 giê
- ThÞ trÊn: 24 giê
- Lµng, x·: 48 giê
Ph¬ng ph¸p x¸c ®Þnh:
- Thèng kª ®Çy ®ñ sè liÖu söa ch÷a sù cè ®êng d©y thuª bao trong kho¶ng thêi gian tèi thiÓu lµ 3 th¸ng.
3.8 Thêi gian thiÕt lËp dÞch vô
Kh¸i niÖm: Thêi gian thiÕt lËp dÞch vô ®îc tÝnh tõ lóc doanh nghiÖp vµ kh¸ch hµng hoµn thµnh thñ tôc cung cÊp dÞch vô ®iÖn tho¹i cho tíi khi kh¸ch hµng cã thÓ sö dông ®îc dÞch vô ®iÖn tho¹i.
Trêng hîp kh«ng thÓ thùc hiÖn cung cÊp dÞch vô do c¸c ®iÒu kiÖn kinh tÕ, kü thuËt cña m¹ng líi, thiÕt bÞ viÔn th«ng, trong vßng 3 ngµy kÓ tõ thêi ®iÓm kh¸ch hµng nép ®¬n xin cung cÊp dÞch vô, DNCCDV ph¶i cã v¨n b¶n th«ng b¸o cho kh¸ch hµng vÒ viÖc tõ chèi ký kÕt hîp ®ång cung cÊp dÞch vô.
ChØ tiªu: Ýt nhÊt 90% yªu cÇu cung cÊp dÞch vô ®· hoµn thµnh thñ tôc cung cÊp dÞch vô cã thêi gian thiÕt lËp dÞch vô trong kho¶ng thêi gian sau:
- TØnh, thµnh phè: 7 ngµy
- ThÞ trÊn: 10 ngµy
- Lµng, x·: 15 ngµy
Ph¬ng ph¸p x¸c ®Þnh:
- Thèng kª toµn bé yªu cÇu thiÕt lËp dÞch vô tho¹i vµ viÖc ph¸t triÓn thuª bao trong kho¶ng thêi gian tèi thiÓu lµ 3 th¸ng.
3.9 KhiÕu n¹i cña kh¸ch hµng vÒ chÊt lîng dÞch vô
Kh¸i niÖm: KhiÕu n¹i cña kh¸ch hµng vÒ chÊt lîng dÞch vô lµ sù kh«ng hµi lßng cña kh¸ch hµng vÒ chÊt lîng dÞch vô ®îc b¸o cho DNCCDV b»ng ®¬n khiÕu n¹i. Sè liÖu vÒ khiÕu n¹i cña kh¸ch hµng ph¶i ®îc lu tr÷ trong thêi gian Ýt nhÊt lµ 1 n¨m.
ChØ tiªu: KhiÕu n¹i cña kh¸ch hµng vÒ chÊt lîng dÞch vô kh«ng ®îc vît qu¸ 1 khiÕu n¹i trªn 100 kh¸ch hµng trong 1 n¨m.
Ph¬ng ph¸p x¸c ®Þnh:
- Thèng kª toµn bé sè khiÕu n¹i cña kh¸ch hµng vÒ chÊt lîng dÞch vô.
3.10 TiÕp nhËn vµ gi¶i quyÕt khiÕu n¹i cña kh¸ch hµng
Kh¸i niÖm: Khi nhËn ®îc ®¬n khiÕu n¹i cña kh¸ch hµng, DNCCDV ph¶i xem xÐt vµ håi ©m cho kh¸ch hµng vÒ viÖc nhËn ®îc ®¬n khiÕu n¹i.
ChØ tiªu:
- Thêi gian tiÕp nhËn khiÕu n¹i: trong giê hµnh chÝnh.
- Doanh nghiÖp cung cÊp dÞch vô ph¶i xem xÐt vµ cã c«ng v¨n håi ©m trong thêi h¹n 48 giê cho 100% kh¸ch hµng khiÕu n¹i kÓ tõ thêi ®iÓm tiÕp nhËn khiÕu n¹i.
Ph¬ng ph¸p x¸c ®Þnh:
- Thèng kª toµn bé c«ng v¨n håi ©m cho kh¸ch hµng khiÕu n¹i vÒ chÊt lîng dÞch vô trong kho¶ng thêi gian tèi thiÓu lµ 3 th¸ng.
3.11 DÞch vô hç trî kh¸ch hµng
Kh¸i niÖm: DNCCDV ph¶i tæ chøc cung cÊp miÔn phÝ c¸c dÞch vô hç trî kh¸ch hµng, bao gåm: dÞch vô trî gióp tra cøu sè thuª bao vµ b¸o háng sè thuª bao.
ChØ tiªu:
- Thêi gian cung cÊp dÞch vô hç trî kh¸ch hµng lµ 24h trong ngµy.
- Ýt nhÊt 80% cuéc gäi tíi dÞch vô hç trî kh¸ch hµng, chiÕm m¹ch thµnh c«ng vµ nhËn ®îc tÝn hiÖu tr¶ lêi cña DNCCDV trong vßng 15 gi©y.
Ph¬ng ph¸p x¸c ®Þnh:
- §¸nh gi¸ b»ng ph¬ng ph¸p gäi nh©n c«ng tíi dÞch vô hç trî kh¸ch hµng, sè cuéc gäi thö tèi thiÓu lµ 100 cuéc gäi.
Phô lôc
(Quy ®Þnh)
MÉu lÊy ý kiÕn kh¸ch hµng
1. MÉu göi qua th, th ®iÖn tö hoÆc fax
§Ò nghÞ quý vÞ cho biÕt:
- Lo¹i m¸y ®iÖn tho¹i ®ang ®îc sö dông:
- Thêi gian sö dông:
- Sè thuª bao:
Trong thêi gian tõ ................. ®Õn ................... quý vÞ cho biÕt ý kiÕn vÒ chÊt lîng tho¹i (tiÕng nãi) cña dÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng mµ quý vÞ ®· sö dông b»ng c¸ch ®¸nh dÊu :
RÊt tèt
Tèt
Trung b×nh
XÊu
RÊt xÊu
NÕu lµ trung b×nh, xÊu hoÆc rÊt xÊu ®Ò nghÞ quý vÞ cho biÕt lý do:
¢m lîng nhá
Kh«ng nhËn ®îc giäng ngêi ®èi tho¹i (mÐo tiÕng)
Nghe tiÕng m×nh väng l¹i khi ngõng nãi (tiÕng väng)
Cã ©m thanh l¹ kh«ng ph¶i tõ phÝa ngêi ®èi tho¹i (xuyªn ©m)
Cã tiÕng ï rÝt, l¹o x¹o (nhiÔu)
Kh«ng thùc hiÖn ®îc cuéc gäi
Th«ng b¸o cña tæng ®µi lµ kh«ng liªn l¹c ®îc
§ang nãi bÞ mÊt gi÷a chõng
2. MÉu pháng vÊn qua ®iÖn tho¹i
"Xin chµo «ng (bµ, anh, chÞ) t«i lµ ........................ t¹i ......................, chóng t«i kiÓm tra chÊt lîng dÞch vô nªn muèn hái «ng (bµ, anh, chÞ) vÒ chÊt lîng tho¹i cña dÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng mµ «ng (bµ, anh, chÞ) ®· sö dông. Theo «ng (bµ, anh, chÞ), trong thêi gian sö dông dÞch vô tõ ........ ®Õn ........, chÊt lîng tho¹i (tiÕng nãi) ®¹t møc ®é nµo trong n¨m møc díi ®©y:
RÊt tèt
Tèt
Trung b×nh
XÊu
RÊt xÊu
- NÕu ®¸nh dÊu vµo « tèt hoÆc rÊt tèt th× nãi: "Xin c¶m ¬n «ng (bµ, anh, chÞ)..."
- NÕu ®¸nh dÊu vµo « trung b×nh, xÊu hoÆc rÊt xÊu th× hái tiÕp: "§Ò nghÞ «ng (bµ, anh, chÞ) cho biÕt lý do" theo néi dung tr¶ lêi ®¸nh dÊu vµo c¸c «:
¢m lîng nhá
Kh«ng nhËn ®îc giäng ngêi ®èi tho¹i (mÐo tiÕng)
Nghe tiÕng m×nh väng l¹i khi ngõng nãi (tiÕng väng)
Cã ©m thanh l¹ kh«ng ph¶i tõ phÝa ngêi ®èi tho¹i (xuyªn ©m)
Cã tiÕng ï rÝt, l¹o x¹o (nhiÔu)
Kh«ng thùc hiÖn ®îc cuéc gäi
Th«ng b¸o cña tæng ®µi lµ kh«ng liªn l¹c ®îc
§ang nãi bÞ mÊt gi÷a chõng
Vµ nãi "Xin c¶m ¬n «ng (bµ, anh, chÞ)..."
TCN 68 - 176: 2003
Telephone Service
on the Public Switched Telephone Network
quality of service standard
FOREWORD
The technical standard TCN 68-176: 2003 “Telephone Service on the Public Switched Telephone Network - Quality of Service Standard” is based on amending and supplementing the technical standard TCN 68-176: 1998 “Telecommunication Service on the Public Switched Telephone Network – Quality of Service Standard” promulgated by the Decision No. 811/1998/QD-TCBD dated 29/12/1998 of the Department General of Posts and Telecommunications (now the Ministry of Posts and Telematics).
The technical standard TCN 68-176: 2003 is drafted by the Posts and Telematics Quality Control Directorate at proposal of the Department of Science & Technology and adopted by the Decision No. 161/2003/QD-BBCVT of the Minister of Posts and Telematics dated 30/9/2003.
The technical standard TCN 68-176: 2003 is issued in a bilingual document (Vietnamese version and English version). In cases of interpretation disputes, Vietnamese version is applied.
DEPARTMENT OF SCIENCE & TECHNOLOGY
The ministry of posts and telematics
No.: 161/2003/QD-BBCVT
|
The socialist republic of Vietnam
Independent - Freedom - Happiness
Hanoi, 30 September 2003
|
Decision of the minister of posts and telematics
Promulgating the technical standards
The minister of posts and telematics
-
Pursuant to the Ordinance on Goods Quality of January 04, 2000;
-
Pursuant to the Government's Decree No. 90/2002/ND-CP of November 11, 2002 on the functions, tasks, powers and organizational structure of the Ministry of Posts and Telematics;
-
Pursuant to the Decision No. 27/2001/QD-TCBD of January 09, 2001 of the Department General of Posts and Telecommunications (now the Ministry of Posts and Telematics) on establishing, promulgating and adopting standards;
-
At the proposal of the Director General of the Department of Science & Technology,
Decides
Article 1.- To promulgate together with this Decision 03 Technical standards as follows:
-
Telephone Service on the Public Switched Telephone Network - Quality of Service Standard,
Code: TCN 68 - 176: 2003;
-
Telephone Service on the Public Land Mobile Network - Quality of Service Standard,
Code: TCN 68 - 186: 2003;
-
Internet Service - Quality of Service Standard,
Code: TCN 68 - 218: 2003;
Article 2.- The Technical standards mentioned in Article 1 supersede respectively the following standards:
-
Telecommunication Service on the Public Switched Telephone Network - Quality of Service Standard,
Code: TCN 68 - 176: 1998;
-
Telecommunication Service on the Public Land Mobile Network - Quality of Service Standard,
Code: TCN 68 - 186: 1999;
-
QoS Standard of Internet Service (promulgated by the Decision No. 683/1997/QD-TCBD dated 14/11/1997 of the Department General of Posts and Telecommunications).
Article 3.- The Technical standards mentioned in Article 1 take effect 15 (fifteen) days after signing of this Decision.
Article 4.- The Director General of the Ministry’s Office, the Director General of the Department of Science & Technology, the heads of the agencies attached to the Ministry of Posts and Telematics and organizations and individuals engaged shall have to implement this Decision.
For the minister of posts and telematics
Standing deputy minister
(Signed and sealed)
Mai Liem Truc
Telephone Service
on the Public Switched Telephone Network
Quality of Service Standard
(Issued together with the Decision No. 161/2003/QD-BBCVT
of September 30, 2003 of the Minister of Posts and Telematics)
I. Scope
1.1 This technical standard defines quality of service indicators for telephone service on the Public Switched Telephone Network (PSTN) wire-line accessed by direct dialing.
1.2 This technical standard forms the basis for Government Authorities to control the quality of telephone service on the public switched telephone network provided by enterprises, which are defined in the item 2.2.1 of this standard, under regulations of the Government and the Ministry of Posts and Telematics (MPT), including:
- Registering of QoS;
- Reporting of QoS;
- Inspecting of QoS;
- Monitoring of QoS.
II. Abbreviations, definitions and concepts
2.1 Abbreviations
DNCCDV
|
:
|
Public Switched Telephone Service Provider
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QoS
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:
|
Quality of Service
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D
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:
|
Network availability
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PSTN
|
:
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Public Switched Telephone Network
|
2.2 Definitions
2.2.1 DNCCDV: an enterprise licensed by MPT to establish public switched telephone network and provide telephone service on the public switched telephone network.
2.2.2 Customer (service user): a Vietnamese or foreign individual/organization who uses telephone service on the public switched telephone network.
2.2.3 Expert: an independent person, who has experiences in acoustics or telephone QoS assessment, appointed by the government authority to assess telephone QoS on the public switched telephone network.
2.3 Concepts
2.3.1 QoS: the collective effect of service performance which determine the degree of satisfaction of a user about the service.
2.3.2 Successfully connected call: a call which, after dialing is completed, the calling user receives intelligible information about the state of the called user.
2.3.3 Network fault: a fault from one or some network elements of transmission part and/or switching part, resulting in the interruption of one or some subscriber’s connections.
2.3.4 Qualitative concepts for customer observation:
- Echo: the sound reflected back to the speaker;
- Fidelity sound: the sound that allows users at both sides of the conversation to recognize each other by their timbre.
- Cross-talk: the recognizable sound (can or can not be understood) rising during the conversation from other terminal equipments due to the public switched telephone network provided by DNCCDV.
- Noise: the whistle, hum or noise, not the sound from the surroundings, that is heard during the conversation.
2.3.5 Testing method:
Testing method is the method of QoS assessment with the minimum sample size applied by the Government Authority and the DNCCDV to reporting, inspecting and monitoring of QoS.
Each of QoS indicators is evaluated by one or more different testing methods. In case a QoS indicator is evaluated by many different testing methods defined in this standard, this indicator will be assessed to conform to the standard only when the evaluating results from testing methods all conform to the standard.
III. QoS indicators
A. Technical indicators
3.1 Network availability
Concept: Network availability (D) is the proportion of time that the network is available for serving customers
Where:
Tr: A period of time used to determine network availability.
Tf: Total false time blamed on the DNCCDV and calculated by the
following formula:
Where:
N: Total number of faults during Tr.
Ri: Total number of voice channels serving on the public switched
telephone network in ith fault.
ri: Total number of voice channels disconnected by ith fault.
ti: Duration of ith fault.
Criteria: D 99%
Testing method:
- Collecting all faults during the period of time used to determine network availability. This period of time is at least 3 months.
3.2 Number of subscriber-line faults
Concept: Subscriber-line faults are faults from subscriber-lines, causing the telephone service on the public switched telephone network unable to carry out or able to carry out but unsatisfactory. These faults do not include those from customers’ terminal equipments and/or from irresistible causes (natural calamity, flood) but from the public switched telephone network provided by the DNCCDV.
Criteria: Number of subscriber-line faults is:
- For cities: 15 faults/100 subscribers/year
- For towns: 20 faults/100 subscribers/year
- For villages: 30 faults/100 subscribers/year
Testing method: Collecting all subscriber-line faults affecting to voice service quality on the public switched telephone network.
3.3 Successfully connected call ratio
Concept: Successfully connected call ratio is described by the ratio of number of successfully connected calls to the total number of calls.
Criteria: Successfully connected call ratio is:
- For local calls: 95%
- For inter-provincial calls: 94%
- For international calls: 90%
Testing method:
- Call simulating: The number of essential simulated calls is at least 1000 calls;
- Monitoring by available features of the network: the number of sampled calls is at least the total number of calls in a week;
- Monitoring by outside equipments: The number of essential monitored calls is at least 1000 calls in normal hours;
3.4 Voice quality
Concept: Voice quality is a integrating indicator of quality of voice transmission via telephone channels in the public switched telephone network and is evaluated by marking from 1 to 5 respectively as follows:
Mark
|
5
|
4
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3
|
2
|
1
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Voice quality
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Excellent
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Good
|
Fair
|
Poor
|
Very Poor
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The evaluation of voice quality can be carried out using the objective method in accordance with recommendations ITU-T P.681 and P.682 of International Telecommunication Union (ITU) or using the subjective method: collecting customers’ opinion about voice quality; collecting experts’ opinion about voice quality.
Criteria: At least 95% of evaluated calls (or evaluating opinions) get the mark of 3 or higher.
Testing method:
- Objective method: the number of sampled calls is at least 1000 calls.
- Collecting customers’ opinion: the number of customers to be asked for opinion is at least 1% of total number of customers. The form of customer’s opinion via mail, e-mail, fax or telephone is specified in the appendix.
- Collecting experts’ opinion: the number of experts to be asked for opinion is at least 30. Each expert will give out his opinion only after making at least 30 successful calls.
3.5 Charging accuracy
3.5.1 Call charging error rate
Concept: Call charging error rate is the ratio of number of incorrect charging calls to the total number of calls.
Incorrect charging calls includes:
- Calls unrealistic but still charged;
- Calls realistic but uncharged;
- Calls with wrong calling number or called number;
- Calls with charged duration is different from the reality;
- Calls with charged start time is 9 seconds different from the time of the national reference clock;
Criteria: Call charging error rate is 0.1%.
3.5.2 Time charging error rate
Concept: Time charging error rate is the ratio of the total absolute value of incorrect charging time to the total time of calls.
Criteria: Time charging error rate is 0.1%.
Testing method: (for both indicator 3.5.1 and 3.5.2)
- Call simulating: the number of essential simulated calls is at least 1000 calls with different duration from 1 to 6 minutes and with different directions, including internal calls, local calls, inner provincial calls, inter-provincial calls;
- Monitoring by outside equipments: the number of essential sampled calls is at least 1000 calls;
3.6 Billing accuracy
Concept: Billing performance must ensure the accuracy, sufficiency, opportuneness and must have clear bills in accordance with the Regulation of telecommunication service on the public switched telephone network.
DNCCDV must maintain charging and billing data for at least 180 days and provide customers with the bill attached by a detail call record includes date; start time; end time; called number (For international calls: country code, area code, subscriber number; For national calls: area code, subscriber number); charge for each call if requested by the customer.
Criteria: Total number of incorrect billed calls is 0.01% of the total number of calls.
Testing method: Statistical method
- Comparing at least 10.000 billed calls with the charging data.
B. Service support indicators
3.7 Time for repairing subscriber-line fault
Concept: Time for repairing subscriber-line fault is the time taken from the time when DNCCDV receives information about the fault to the time when the fault is repaired. The faults do not include those from customers’ terminal equipments or irresistible causes (natural calamity, fire).
Criteria: 90% subscriber-line faults are repaired within the following time intervals:
- For cities : 12 hours
- For towns : 24 hours
- For villages: 48 hours
Testing method:
- Collecting all data of subscriber-line fault repair in at least 3 months.
3.8 Time for establishing service
Concept: Time for establishing service is the time taken from the customer completion of service request procedure to the time when the service is provided.
In case the service is unable to be established due to economical, technical conditions of the network and telecommunication equipments, DNCCDV must reply to the customer with service providing refusal letter within 3 days after receiving service request from the customer.
Criteria: At least 90% service requests having been completed for procedure are established within following time intervals:
- For cities : 7 days
- For towns : 10 days
- For villages: 15 days
Testing method:
- Collecting all data of service requests and subscriber development in at least 3 months.
3.9 Customer’s complaint about QoS
Concept: Customer’s complaint about QoS is the unsatisfied feeling of customer about QoS to be informed DNCCDV in complaint letter. Customers’ complaint data must be maintained for at least 1 year.
Criteria: Number of customers’ complaints about QoS is not more than 1 complaint per 100 customers per year.
Testing method:
- Collecting all data of customers’ complaint about QoS.
3.10 Receiving and processing customer’s complaint
Concept: When receiving customer’s complaint, DNCCDV considers and replies to the customer about the complaint receipt.
Criteria:
- Time for customer’s complaint receipt: in office hours.
- DNCCDV considers and replies to 100% of complaints with official letter within 48 hours after receiving the complaints.
Testing method:
- Collecting all data of replies to customer’s complaint about QoS in at least 3 months.
3.11 Customer support
Concept: DNCCDV must provide customers free of charge with support services includes directory inquiries and subscriber-line fault notification.
Criteria:
- Customer support service is provided 24 hours a day.
- At least 80% of calls for support service are successfully connected and get reply from DNCCDV within 15 seconds.
Testing method:
- Making calls for support service manually. The number of test calls is at least 100 calls.
Appendix
(Normative)
Form of customer’s opinion
1. Form for sending via mail, e-mail or fax
Could you please answer the following questions:
- What kind of telephone set are you using?
- How long have you been using public switched telephone service?
- What is your telephone number?
Could you please give us your opinion about voice quality of telephone service on the public switched telephone network using from……. to……. by ticking off one suitable item:
Excellent
Good
Fair
Poor
Very poor
If voice quality is Fair, Poor or Very poor, could you please tell us the reason:
Low volume
Unable to recognize your talking partner (distortion)
Hear your voice reflected back when you stop talking (echo)
Hear strange sound not from your talking partner (cross-talk)
Hear noise, hum, whistle (noise)
Unable to establish connection
Be announced from the exchange that you are unable to establish
connection
Interrupted call
2. Form for interviewing via telephone
“Good (morning/afternoon/evening), I am (name)...................... working at (office)…….., we are holding a public opinion poll about quality of telephone service on the public switched telephone network, so we would like to know your opinion about quality of telephone service you are using. Could you please tell me what kind of telephone set you are using and how long you have been using telephone service. In your opinion, in the time from……... to…..…., which of five following categories do you think voice quality has achieved:
Excellent
Good
Fair
Poor
Very poor
- If the answer is “Excellent” or “Good”, say: “Thank you very much”
- If the answer is “Fair”, “Poor” or “Very poor”, ask more: “Could you please tell me the reasons?” Depending on the reply of the customer, tick off the corresponding item.
Low volume
Unable to recognize your talking partner (distortion)
Hear your voice reflected back when you stop talking (echo)
Hear strange sound not from your talking partner (cross-talk)
Hear noise, hum, whistle (noise)
Unable to establish connection
Be announced from the exchange that you are unable to establish
connection
Interrupted call
And say: “Thank you very much”.
DÞCH Vô ®iÖn tho¹i
trªn m¹ng ®iÖn tho¹i c«ng céng
tiªu chuÈn chÊt lîng
Telephone Service
on the Public Switched Telephone Network
quality of service standard
ChÞu tr¸ch nhiÖm xuÊt b¶n
Production Editor
Lu ®øc v¨n
ChÞu tr¸ch nhiÖm b¶n th¶o
Copy Editor
Lª xu©n C«ng
Biªn tËp/Editorial Assistants: §µo thÞ minh
®ç xu©n b×nh
ChÕ b¶n/Printout design: bïi ngäc khoa
Söa b¶n in/Printout correct: trÇn vò thëng
Tr×nh bµy b×a/Cover design: bïi ngäc khoa
Nhµ xuÊt b¶n Bu ®iÖn
Posts and Telematics Publishing House
Trô së/Headoffice: 18 - NguyÔn Du, Hµ Néi
§iÖn tho¹i/Tel: 04-9431283, 9432438 Fax: 04-9431285
E-mail: bientap@hn.vnn.vn
Chi nh¸nh/Branch: 27 NguyÔn BØnh Khiªm, QuËn 1, TP. Hå ChÝ Minh
§iÖn tho¹i/Tel: 08-9100925 Fax: 08-9100924
E-mail: chinhanh-nxbbd@hcm.vnn.vn
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