Global Roaming Quality

GRQ Objectives
The quality of a significant proportion of mobile calls falls below customers’ acceptable standards, a problem that is greatest when customers are using their mobile phone while roaming in a foreign country. The monitoring of quality on roaming services had previously been restricted to major routes, and collective action was required to achieve a global perspective.

In response to this, the Global Roaming Quality project was established in December 2006. The objective was to improve the end user experience and help improve customer retention by developing neutral, objective and proportionate guidelines for monitoring and assuring end-to-end roaming service quality.

GRQ Framework and Trial
The project involved establishing a GRQ Framework incorporating a list of 40 quality of service parameters, alongside details of the monitoring methods, both active and passive, that will be used for measuring them.

This framework was tested during a GRQ trial, held during the first quarter of 2008, which was supported by 10 operators, together with 7 vendors of monitoring solutions. The trial was successful, proving that the quality of service parameters are relevant for monitoring roaming quality of service. The vendors involved in the trial confirmed that they would be able to provide monitoring services in line with the GRQ framework.

Following on from the trial, GSMA issued the quality of service Parameter / Monitoring Grid, a revised Roaming SLA template, and updated guidance on roaming troubleshooting. GSMA has brought operators together into regional GRQ campaign groups to jointly work towards GRQ framework implementation and is currently developing the GRQ framework for use in a roaming hubbing environment.

OC compliant GRQ Monitoring Providers
A GSMA associate membership category exists for GRQ Monitoring providers. Associate members in this category can highlight their support for the GRQ framework by using the following logo: