1、 ETSI TR 102 847 V1.1.1 (2010-06)Technical Report User Group;Quality of ICT Services;Standardization and regulation referencesin the Metering and Billing areaETSI ETSI TR 102 847 V1.1.1 (2010-06) 2Reference DTR/USER-00030 Keywords charging, quality ETSI 650 Route des Lucioles F-06921 Sophia Antipoli
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6、xtend to reproduction in all media. European Telecommunications Standards Institute 2010. All rights reserved. DECTTM, PLUGTESTSTM, UMTSTM, TIPHONTM, the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered for the benefit of its Members. 3GPPTM is a Trade Mark of ETSI registered for the
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8、1 (2010-06) 3Contents Intellectual Property Rights 4g3Foreword . 4g3Introduction 4g31 Scope 5g32 References 5g32.1 Normative references . 5g32.2 Informative references 5g33 Definitions and abbreviations . 6g33.1 Definitions 6g33.2 Abbreviations . 6g34 Summary of the review of available regulatory re
9、quirements . 7g34.1 Criteria currently implemented in regulatory requirements . 7g34.1.1 Charging/Billing correctness. Billing Accuracy . 7g34.1.2 Billing complaints . 8g34.2 Some specific criteria . 9g34.3 Conformity/conformance/certification . 10g35 An overview of standardization within ETSI . 10g
10、35.1 User related QoS 10g35.2 User perceived QoS 11g36 Overview of other organizations (including customers organisation) 11g36.1 TM Forum activities . 12g36.2 GRAPA - The Global Revenue Assurance Professional Association 12g36.3 Consumers organisations 13g37 Conclusion 13g3Annex A: Questionnaires s
11、ent to European Regulators and Operators by STF 375 . 14g3A.1 Questionnaire sent to the regulators . 14g3A.2 Questionnaire sent to the Operators . 15g3Annex B: Bibliography 16g3B.1 Standards 16g3B.2 French documents 17g3History 18g3ETSI ETSI TR 102 847 V1.1.1 (2010-06) 4Intellectual Property Rights
12、IPRs essential or potentially essential to the present document may have been declared to ETSI. The information pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found in ETSI SR 000 314: “Intellectual Property Rights (IPRs); Essential, or
13、 potentially Essential, IPRs notified to ETSI in respect of ETSI standards“, which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web server (http:/webapp.etsi.org/IPR/home.asp). Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been car
14、ried out by ETSI. No guarantee can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web server) which are, or may be, or may become, essential to the present document. Foreword This Technical Report (TR) has been produced by ETSI User Group (US
15、ER). Information and Communications Technology (ICT) standardisation is part of the general standardisation activities, and contributes to policy objectives to improve the competitiveness of European industry, as specified in the Lisbon strategy. The Directive 98/34/EC i.15 is the legal basis for Eu
16、ropean standardisation and standardisation policy, including the ICT domain. One of its main elements is the formal recognition of three European Standards Organisations (ESOs), CEN, CENELEC and ETSI, active in various degrees in the ICT domain. Standards produced by the three ESOs and resulting fro
17、m an open consensus building process are by nature voluntary and non binding technical documents. The standardization work described in the present document was funded by the European Commission, Enterprise and Industry Directorate-General, as part of the 2009 ICT Standardisation Work Programme and
18、executed by ETSI. The present document has been produced within the ETSI Special Committee USER GROUP (USER) by the Specialist Task Force STF 375. The present document is a companion of the TS 102 845 i.1 and TS 102 846 i.2 also produced by ETSI STF 375 USER GROUP (USER) Introduction Metering, charg
19、ing and billing are very important for all the ICT stakeholders, such as Operators/Service providers, Regulators, Customers and Standardisation Bodies, and different documents define related parameters, test methods, and statistical results. TS 102 845 i.1 is dedicated to the requirements and defini
20、tions for a Method for checking Metering and Billing systems. TS 102 846 i.2 defines requirements for Bodies Providing Conformity Assessment of Check-up on Metering and Billing Processes. The present document completes the contents of these two Technical Specifications in summarizing available mater
21、ials on metering and billing available in publications from some national regulators, standardization bodies and customers associations. ETSI ETSI TR 102 847 V1.1.1 (2010-06) 51 Scope The present document provides information on the standards and regulatory documents available in the area of ICT ser
22、vice metering and billing. NOTE: The present document provides a non exhaustive review of documents related to Metering and Billing developed by European regulators or by Standardization Bodies and Fora. As TS 102 845 i.1 defines requirements and methods for checking Metering and Billing systems, it
23、 was agreed to avoid mixing requirements and information in the Technical Specification and therefore it was chosen to collect the useful information on billing and charging in a stand-alone Technical Report. 2 References References are either specific (identified by date of publication and/or editi
24、on number or version number) or non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the reference document (including any amendments) applies. Referenced documents which are not found to be publicly available in the expected locat
25、ion might be found at http:/docbox.etsi.org/Reference. NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee their long term validity. 2.1 Normative references The following referenced documents are necessary for the application of the present
26、 document. Not applicable. 2.2 Informative references The following referenced documents are not necessary for the application of the present document but they assist the user with regard to a particular subject area. i.1 ETSI TS 102 845: “User Group; Quality of ICT Services; Requirements and Method
27、 for checking Metering and Billing systems“. i.2 ETSI TS 102 846: “User Group; Quality of ICT Services; Requirements for Bodies Providing Conformity Assessment of Checking-up on Metering and Billing Processes“. i.3 ETSI EG 202 057-1: “Speech Processing, Transmission and Quality Aspects (STQ); User r
28、elated QoS parameter definitions and measurements; Part 1: General“. i.4 ETSI EG 201 769-1 “Speech Processing, Transmission and Quality Aspects (STQ); QoS parameter definitions and measurements; Part 1: Parameters for voice telephony service required under the ONP Voice Telephony Directive 98/10/EC“
29、. i.5 ETSI EG 202 009-1: “User Group; Quality of telecom services; Part 1: Methodology for identification of parameters relevant to the Users“. i.6 ETSI EG 202 843: “User Group; Quality of ICT Services; Definitions and Methods for Assessing the QoS parameters of the Customer Relationship Stages othe
30、r than utilization“. i.7 TMF TR149; Technical Report: Part 1 - Holistic e2e Customer Experience Framework. i.8 TMF TR149; Technical Report: Part 2 - Key Factor Analysis Workbook. i.9 Finland - National regulation 31E/2009 (Unofficial English translation: On technical aspects of charging in communica
31、tion networks“). ETSI ETSI TR 102 847 V1.1.1 (2010-06) 6i.10 Germany - Administrative Order 168/1999: “Technical Requirements for Metering and Billing Systems to Guarantee Accuracy in accordance with Section 5 of the Telecommunications Customer Protection Ordinance (TKV)“ Official Gazette 23/1999 of
32、 22 December 1999. i.11 UK - Ofcom Metering square4 rating is the computation of a price of an event according to a rate plan; and square4 charging is the imputation of the financial charge to the Customer. customer: user who is responsible for payment for the Electronic Communication services meter
33、ing principles: set of non ambiguous principles set by a Service Provider to define and meter the Electronic Communications service it offers to its Customers service provider: organization that provides Electronic Communications services to users and customers pricing: set of Billed Quantity Valuat
34、ion Methods and Unit Prices 3.2 Abbreviations For the purposes of the present document, the following abbreviations apply: GRAPA The Global Revenue Assurance Professional Association IPTV Television over Internet Protocol MOS Mean Opinion Score STF Specialist Task Force TMF TeleManagement Forum TV T
35、elevision VoIP Voice over Internet Protocol ETSI ETSI TR 102 847 V1.1.1 (2010-06) 74 Summary of the review of available regulatory requirements Several documents from national regulatory bodies in Europe were communicated to the STF expert Team. It seems from an informal survey (see annex A) that su
36、ch documents/rules are not available in all the countries. The following clauses provide a short summary of documents received by STF 375 Team and the User Group on metering, charging and billing. Some parts of the following texts are also copied from the messages or comments received by the STF. Th
37、ey are quoted in “italic“. There is no regulation documents in France but it should be noted that the “Arrt du 1 fvrier 2002 relatif aux factures des services tlphoniques“ i.14 defines the mandatory contents of a bill, including taxes, the billing period and detailing when needed the types of subscr
38、iptions, flat rates and when requested the detailed bills including e.g. call numbers, call durations and locations. 4.1 Criteria currently implemented in regulatory requirements It appears that some parameters are currently defined on the basis of ETSI Guides such as EG 202 057-1 i.3 or EG 201 769-
39、1 i.4 (see clause 5.1) and are shared by different countries, such as Billing/Charging correctness, Billing Accuracy, Billing complaints. The documents from Finland, Germany, Spain and United Kingdom are summarized in this clause. 4.1.1 Charging/Billing correctness. Billing Accuracy These parameters
40、 are the most commonly implemented in different European countries. Finland Clause 3 of national regulation i.9 defines “Charging Correctness“ and includes the following text: “Charging shall be carried out so that data collection records containing a charging error due to the telecommunications ope
41、rators own activity does not occur in more than 0.01% of all data collection records. Errors detected and corrected before billing, errors detected through complaints from customers, and errors detected by the operators themselves after billing are considered as charging errors. In order to fulfil t
42、his requirement, the telecommunications operator shall monitor the amount of incorrect data collection records.“ The principles agreed in Finland are that operators self-monitor the charging correctness and check that the results are within the limits defined above. The national regulator has the ri
43、ght to cross-check that the requirements defined in the regulation are fulfilled (e.g. analysis of available statistics). If problems are identified the regulator can request the operator to correct the situation. The regulation defining the basic requirements, operators fulfilling the requirements
44、and the regulator supervising has been seen as an appropriate method to ensure reliable metering and billing. Germany The technical requirements laid down in clause 5 of the Telecommunication Customer Protection Ordinance i.10 are to ensure minimum accuracy of metering and billing systems and hence
45、to give customers confidence in the accuracy of the charges levied for connection-dependent telecommunications services provided for the public. The document defines criteria and clauses to determine the accuracy of charging, such as: The accuracy when time is recorded continuously. The call duratio
46、n and time of usage are calculated with an accuracy of 1 second, and converted in tariffs, providing the computed call charge. The accuracy for intervals recorded between time pulses, including when available the discounts or mark-ups. The discounts and mark-ups have to be taken into account. ETSI E
47、TSI TR 102 847 V1.1.1 (2010-06) 8 The price for every communication event is determined on the basis of net tariffs, taking into account the statutory turnover tax. Note that the gross rate has to be computed with an accuracy of two decimal places of the amount. All measures taken in the process of
48、metering and charging have to be recorded and kept by the provider at least for the period of time laid in clause 6, paragraph 3 of the Telecommunications Carriers Data Protection Ordinance i.10. It should be noted that these statements do not cover volume-sensitive telecommunications services. Port
49、ugal ANACOM has defined a statement on cost accounting system of PTCommunicaes for the fixed telephone service (Article 35 of the Regulations for the Fixed Telephone Service Operation) and leased lines service (article 29 of the regulations for the public telecommunication network operation). This defined the obligation to introduce a cost accounting system appropriate to the application of established tariff principles. Such an approach has some similarities with those defined in TS 102 845 i.1. More details are
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