From Nairobi, Kenya’s government is said to have issued a strong warning to mobile telecommunication operators: comply with quality of service regulation or face being out of business.
A report by Capital FM details a statement by ICT Cabinet Secretary Fred Matiang’i that all four of the country’s mobile operators find themselves below the 80% quality service level.
Call drops, call blocks, network and speech quality have been cited as key issues affecting overall customer experience.
The most recent Quality of Service Report 2012 – 2103, released by the Communications Commission of Kenya (CCK), Safaricom, Airtel and Essar Telecom all achieved 50% while Telkom Kenya achieved 62.5%.
According to the CCK the QoS framework is structured around eight Key Performance Indicators (KPIs) – including completed calls rate, call set up success rate, dropped calls, blocked calls, speech quality, handover success rate, call set up time and signal strength.
“The line on the issue of regulatory obligations is very clear. You comply or you are out of the business. If you come in, you come to a regulatory environment and you play according to the rules,” Matiang’i is quoted as saying.