[Kenya] CA launches system to measure telcos services to customers
Communications Authority of Kenya, (CA) has launched a new system to measure quality of services provided to consumers on mobile telephony networks.
The new Quality of Service Monitoring system (QSMS) is based on three key components: network performance, customer experience as well as end-to-end performance that analyses the rate of dropped calls, call connection time and voice/data quality.
The Authority has also broadened the segments of services to be assessed that now include, SMS and mobile internet services. In the previous system, Mobile Network Operators (MNOs), only had the voice calls quality measured on eight indicators, including call success rate, call drop rate and completed calls, among others.
Under the network performance, the Authority shall now require operators to submit raw data on their network performance on hourly basis to CA, while on the quality of experience, the Authority intends to incorporate the findings of its annual customer satisfaction surveys in the final QoS report.
The new framework, which was operationalized on 1st July 2018, is expected to be fully adopted over three years.
In his remarks at the launch, Cabinet Secretary Ministry of Information Communications and Technology, Joe Mucheru said the new framework was necessitated by the speed with which technology is advancing and the rate at which customer behaviour and expectations change.
“The acquisition of the new system is clear commitment in the part of my Ministry and CA to ensuring that quality telecommunication services are delivered to the consumers,” said Mr Mucheru, during the launch today.
Once the framework is fully in place, the end-to-end quality of service measure will account for 60 per cent of the score awarded to operators. Network performance and customer experience will account for 25 per cent and 15 per cent of the score, respectively. Operators will have to score an overall 80 per cent to meet the quality of standards and avoid stiff penalties.
Francis Wangusi, CA’s Director General noted that measurement of quality of service by ICT regulators is not unique to Kenya but a standard practiced globally as an instrument of consumer protection.
“Over the years, the Authority has been releasing the quality of service reports of the measurements in line with global best practice. While quality of service improvements have been noticed over the years, none- of the MNO’s has meet the set threshold of measuring the prescribed parameters,” Mr Wangusi added.
Section 23 of the Kenya Communications Act, 1998, mandates the Authority to ensure that the licensed telecommunications operators and service providers offer good quality services. This is also inline with licence conditions that obligates licensees to provide good quality service to their customers.