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KPI: Why mobile operators must improve on QOS

By EMEKA AGINAM
Although the Secretary General of International Telecommunication Union ,  ITU, Dr. Hamadun Toure, had commended  Nigeria for achieving  the highest growth in subscriber base among the telecommunications markets in the world for five consecutive years, poor quality of service has persisted.

However, the  key performance indicators, (KPI) on which the operators were measured were call set-up success rate, call completion rate, stand-alone dedicated controlled channel congestion, hand-over success rate and traffic channel congestion.

Call setup success rate denotes the fraction of the attempts to make a call which result in a connection to the called number. For a number of reasons, all call attempts do not always result in a connection. CSSR therefore measures the success rate against the attempts.

Call setup success rate denotes the fraction of the attempts to make a call which result in a connection to the called number. For a number of reasons, all call attempts do not always result in a connection. CSSR therefore measures the success rate against the attempts.

On CSSR, NCC had set a minimum target of 98 per cent. However, in the test it carried out, MTN scored 97.07 per cent in March and 96. 42per cent in April. Airtel scored 97.39 per cent in March and 97.48 per cent April. Etisalat scored 94.38 per cent in March and 96.88 per cent in April.

Globacom, on the other hand, scored 98.33 per cent and 98.02 per cent. Globacom would have been said to have met the minimal requirement but the regulatory agency said the figures for the company were not reliable because of network upgrade activities.

NCC said in its report, “The Glo Quality of Service recorded values for March 2012 and April 2012 do not reflect actual Glo network performance within the periods under review and are therefore not acceptable as they are misleading.

“However the values are displayed for reference and record purposes pending the conclusion of ongoing QoS data integrity investigation of Glo network.”
Call completion rate denotes the total number of successfully completed inbound or outbound calls versus the total number of calls that were placed or received. On this parametre, NCC set a minimum of 96 per cent.

MTN scored 95.78 per cent in March and 95.20 in April; Airtel scored 96.56 in March and 96.59 per cent in April while Etisalat scored 93.05 per cent in March and 95.81 per cent in April.
Call Drop Rate refers to the fraction of the calls which were cut off before any of the speaking parties terminated the call. On this, NCC set a maximum of two per cent. Of course, the lower the percentage of dropped calls the better.

On  CDR, MTN scored 1.33 per cent and 1.41 per cent in March and April respectively. Airtel recorded 0.86 per cent and 0.92 per cent in March and April respectively while Etisalat recorded 0.86 per cent and 1.22 per cent in March and April respectively.

But come 2014,  it may not be business as usual again for any operator that fails to meet up with the key performance indicators with respect to quality of service.
The Commission after careful investigation of all the major operators has concluded that the present quality of service provided  by the operators fall  below KPI.

Accordingly, NCC has said that it is expected that operators take reasonable steps to maintain the threshold published in the quality of service regulation. Failure to comply with the directive, according to NCC , would  result in  imposition of sanctions t
Already, the  imposition of the fine on the mobile operators for failing to meet with the KPIs had caused a significant stir in the industry.

While the operators had raised issues with environmental challenges that had made it difficult for them to meet with the KPIs, some activist subscribers have been advancing reasons why subscribers should be credited with the proceeds of the fine.

Meanwhile, the  mobile operators had considered going to court in order to stop the regulatory agency. The fear of operators, according to industry watchers  was that the fine could become a regular feature should they fail to meet the prescribed standard which they claim are too high given the environmental inhibitions.

But while  answering questions from Nigerian Journalists  in Bangkok at the just concluded International Telecommunication Union, (ITU), on poor quality of service in Nigeria, Juwah  said that    more fines were coming for operators that overload their capacity and thereby degrade their networks.

“Some of them may have decided that because of their own plan, they will continue to increase their subscriber base. By this they are ready to pay fine that they incur from quality of service infraction. They will also be making investment until the investment will catch up with the needed capacity.


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