ETSI TS 102 846-2010 User Group Quality of ICT Services Requirements for Bodies Providing Conformity Assessment of Checking-up on Metering and Billing Processes (V1 1 1)《用户组 ICT业务的_1.pdf

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1、 ETSI TS 102 846 V1.1.1 (2010-06)Technical Specification User Group; Quality of ICT Services; Requirements for Bodies Providing Conformity Assessment of Checking-up on Metering and Billing ProcessesETSI ETSI TS 102 846 V1.1.1 (2010-06)2Reference DTS/USER-00027 Keywords charging, quality, user ETSI 6

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8、e GSM Association. ETSI ETSI TS 102 846 V1.1.1 (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 . 7g34 Appr

9、oach for conformity assessment . 7g34.1 Scope of conformity assessment 7g34.2 Types of conformity assessment 7g35 Audit scope . 8g36 Audit team 8g37 Audit activities . 8g37.1 Overview 8g37.2 Audit methods 9g37.3 Assessment of independent observer status 9g37.4 Assessment of prerequisites . 9g37.5 As

10、sessment of checking-up process . 10g37.6 Assessment of automated robots and software . 11g37.7 Assessment of management involvement . 11g38 Audit report 11g39 Audit duration and frequency . 11g39.1 Initial audit . 11g39.2 Monitoring audit . 12g3Annex A (normative): List of members of European coope

11、ration for accreditation . 13g3History 14g3ETSI ETSI TS 102 846 V1.1.1 (2010-06)4Intellectual Property Rights 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 mem

12、bers and non-members, and can be found in ETSI SR 000 314: “Intellectual Property Rights (IPRs); Essential, or 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.e

13、tsi.org/IPR/home.asp). Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried 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, e

14、ssential to the present document. Foreword This Technical Specification (TS) has been produced by ETSI User Group (USER). Information and Communications Technology (ICT) standardisation is part of the general standardisation activities, and contributes to policy objectives to improve the competitive

15、ness of European industry, as specified in the Lisbon strategy. The legal basis for European standardisation and standardisation policy, including the ICT domain, is Directive 98/34/EC i.4. One of its main elements is the formal recognition of three European Standards Organisations (ESOs), CEN, CENE

16、LEC and ETSI, active in various degrees in the ICT domain. Standards produced by the three ESOs and resulting from 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 Com

17、mission, Enterprise and Industry Directorate-General, as part of the 2009 ICT Standardisation Work Programme and executed by ETSI. The present document has been produced within the ETSI Special Committee USER GROUP (USER) by the Specialist Task Force (STF) 375. Several documents provided by European

18、 Telecommunications regulatory bodies have been used to develop the present document. They are detailed in TR 102 847 i.3. It is important to understand that conformity assessment takes place in the wider environment of accreditation principles as defined in European Community regulation No 765/2008

19、 setting out the requirements for accreditation and market surveillance relating to the marketing of products and repealing Regulation (EEC) No 339/93 i.2. Introduction A significant difference rate between theoretical and actual bills has been identified by several parties in the current metering a

20、nd billing processes operated by service providers. Several service providers, administrations and users associations have intended to reduce this difference rate in implementing rules in order to make users more confident in the reliability of their bills. Nevertheless, due to the complexity of thi

21、s issue and in absence of any available formal standard in this area, the current practices are hindered by significant limitations. The purpose of document TS 102 845 1 is to fulfil the gaps of the current practices in order to provide a reference that can be used for a continuous and trustworthy c

22、hecking-up on metering and billing processes. Such a checking is expected to contribute to a continuous quality improvement of metering and billing processes. In order to provide evidence that metering and billing verification is conducted according to TS 102 845 1, it will be usefull for a service

23、provider to have its verification process audited by an independent party, that will formally assess the conformity of its checking-up on metering and billing with the technical specification. The purpose of present document) is to define when, how and by whom the conformity assessment audit shall b

24、e conducted. Such a conformity assessment is expected to contribute to an increased trust by service providers, customers, regulators and other stakeholders that metering and billing processes are reasonably monitored. ETSI ETSI TS 102 846 V1.1.1 (2010-06)51 Scope The present document details the sp

25、ecific requirements an independent party should comply with, in addition to the generic standard ISO/IEC 17065 2 to assess conformity of the checking-up on metering and billing processes with the requirements defined in TS 102 845 1. 2 References References are either specific (identified by date of

26、 publication and/or edition 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 availa

27、ble in the expected location 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 a

28、pplication of the present document. 1 ETSI TS 102 845: “User Group; Quality of ICT Services; Requirements and Method for checking Metering and Billing systems“. 2 ISO/IEC CD 17065: “Conformity assessment - Requirements for certification bodies certifying products, processes and services“. 3 ISO 1901

29、1: “Guidelines for quality and/or environmental management systems auditing“. 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 List of members of European

30、 Cooperation for Accreditation. i.2 European Community regulation No 765/2008 setting out the requirements for accreditation and market surveillance relating to the marketing of products and repealing Regulation (EEC) No 339/933. i.3 ETSI TR 102 847: “User Group; Quality of ICT Services; Standardiza

31、tion and regulation references in the Metering and Billing area“. i.4 Directive 98/34/EC of the European Parliament and of the Council of 22 June 1998 Laying down a procedure for the provision of information in the field of technical standards and regulations and of rules on Information Society serv

32、ices. ETSI ETSI TS 102 846 V1.1.1 (2010-06)63 Definitions and abbreviations 3.1 Definitions For the purposes of the present document, the following terms and definitions apply: accreditation body: organization that has the power to accredit a conformity assessment body audit team: group of auditors

33、appointed to provide conformity assessment of metering and billing system checking activities with a technical standard auditor: person who is competent to carry out audits billing verification body: organization that has skills and methods to conduct the checking-up on metering and billing processe

34、s of a service provider NOTE: The Billing Verification Body can be internal (i.e. a department of the service provider) or external (i.e. a specialized company to which the service provider has outsourced the checking-up on metering and billing). billing integrity principles: principles that must be

35、 fulfilled to state that the billing activity of a service provider is correct checking-up on metering and billing: activities used to verify how strongly a service provider metering and billing activities complies with billing integrity principles conformity assessment: activities concerned with de

36、termining directly or indirectly that relevant requirements are fulfilled in billing and metering checking conformity assessment body: organization that has skills and methods to conduct conformity assessment audit of the metering and billing checking process of another party customer: user who is r

37、esponsible for payment for the electronic communication services electronic communication: service that helps people communicate independent observer: entity which can evidence two characteristics: independency and externality NOTE: In the context of the present document, the independency clause mea

38、ns that the entity in charge of checking has some level of independence from the entity in charge of operating metering and billing within the service provider. The externality means that the checking entity does not have to understand all the complexity of the information systems and network compon

39、ents involved in the metering and billing of a service provider. metering and billing: activity, within a service provider, which aims at charging a customer either by producing an invoice or by decreasing a prepaid account service provider: organization that provides electronic communications servi

40、ces to users and customers NOTE: The Service Provider conducts the metering and billing processes for its services. tariff information: set of principles defined by a service provider to price the electronic communications it offers to its customers NOTE: Tariff information includes the definition o

41、f unit price (price for a unit billed quantity) and valuation methods (set of mathematic methods allowing to transform raw quantities into a billed quantities). tariff plan: set of principles defined by a service provider to price the electronic communications service it offers to one customer NOTE:

42、 Tariff plan is a sub set of Tariff Information. ETSI ETSI TS 102 846 V1.1.1 (2010-06)73.2 Abbreviations For the purposes of the present document, the following abbreviations apply: AB Accreditation Body BVB Billing Verification Body CAB Conformity Assessment Body EC Electronic Communication ICT Inf

43、ormation and Communications Technology SP Service Provider SSEC Stratified Sample of Electronic Communications 4 Approach for conformity assessment 4.1 Scope of conformity assessment It is important to understand that the Conformity Assessment described in the present document is concerned with the

44、compliance of the verification process with requirements described in document TS 102 845 1. NOTE: conformity assessment is not concerned with the way a service provider meters and bills its customers, but with the way a service provider verifies that it meters and bills correctly the electronic com

45、munications of its customers. Figure 1 illustrate the different roles and actions of entities involved in the conformity assessment Process. Figure 1: Role of Entities and Applicable Standards in Conformity Assessment of Metering and Billing 4.2 Types of conformity assessment It is expected that som

46、e service providers may outsource the metering and billing checking to an external third party and that other service providers may insource the checking-up on metering and billing. In order to address these two schemes, two types of conformity assessment have been defined: A) External BVB (Billing

47、Verification Body). When an external BVB checks-up on metering and billing of several service providers, the conformity assessment of the BVB can be carried on the basis of methods used by the BVB and examples of service providers monitored by the BVB. This is called a type A conformity assessment.

48、B) Internal BVB. When a service provider executes with its own means the checking-up on its own metering and billing processes, the conformity assessment is carried out on the basis of the process used to check metering and billing. This is called a type B conformity assessment. With this flexible s

49、cheme, when a service provider wants to make stakeholders confident that the quality of his billing is checked according to the standard TS 102 845 1, he will have the choice between: subcontracting the metering and billing checking-up process to an external BVB which has an up-to-date generic type A conformity assessment awarded by a CAB (Conformity Assessment Body); or executing by its own means the Metering and Billing Checking process and hiring a CAB to receive and update a specific type B conformity assessment. AccreditationBodyAccre