VIVO - Anatel Quality Indicators

CLIENT
Telefônica Celular (currently Vivo)

 
AREA
Information Technology

 
PROBLEM
Measurement and management of service quality indicators according to Anatel (Brazilian Portuguese for National Telecommunications Agency) standards.

 
SOLUTION
Visionnaire Pacto, a product for Quality of Service Level Management (SLM).

 
RESULTS
With the use of Visionnaire Pacto, it was possible for Telefônica Celular (currently Vivo) to meet Anatel's information requests regarding the indicators established for the Personal Mobile Service. What was previously done manually and with spreadsheets started to be done automatically and with reports online. In addition, Telefônica Celular (currently Vivo) was able to extend the use of the Visionnaire Pacto tool to other types of indicators, such as IT indicators, which were later implemented.

 
TECHNOLOGY
HTML, Java, J2EE (currently JEE, Jakarta EE), CORBA, XML, UML, JavaScript, Database.

 
Tools used: Apache, Tomcat, Crystal Reports, JasperReports, Eclipse, Oracle, Visionnaire Caronte, Rational Rose, ERWin, XML Writer, VISP.

   

  
Detailed problem:
Telefônica Celular (currently Vivo) needed to achieve certain levels of quality in indicators specified by Anatel (Brazilian Portuguese for National Telecommunications Agency). To meet these standards, it would be necessary to automate the measurement of quality indicators – Personal Mobile Service – and identify gaps in the indicator management process. This calculation was being done manually, without precision or monitoring, which made its management difficult.

 
Detailed solution:
Visionnaire Pacto is a Service Level Agreement (SLA) management tool, with which providers and customers formalize service/quality levels. The flexible architecture of the tool allows you to monitor various types of quality indicators, whether they are related to some technology or the operational efficiency of the service provider. What makes this flexibility possible are extractors, which adapt the performance data format of any system to the internal core format of the Visionnaire Pacto software.

 
SLAs can be fully configured in Visionnaire Pacto by defining the quality indicators, their calculation formulas from the data collected, the quality levels and the actions that must be performed according to the level of quality presented. Data on service performance can be collected directly from company systems, such as performance management systems, Help Desk and Call Center. Through the computational actions associated with the rules, the product can interact with several company systems, such as ERP, CRM, and Billing.