The Communications Authority of Kenya (CA) has brought in a Quality of Service Monitoring system (QSMS) for mobile services, measuring network performance, customer service, rate of dropped calls, call connection time and voice/data quality. The Authority has also broadened the range of services to be assessed to include SMS and mobile internet.
In the previous system, mobile network operators (MNOs) only had voice call quality measured on eight indicators, including call success rate, call drop rate and completed calls. With QSMS, the CA will now require operators to submit raw data on their network performance on an hourly basis to CA. The Authority intends to incorporate the findings of its annual customer satisfaction surveys in the final QoS report.
The new framework came into operation on 01 July and is expected to be fully adopted over three years. 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.
Once the framework is fully in place, the end-to-end quality of service measure will account for 60 percent of the score awarded to operators. Network performance and customer satisfaction will account for 25 percent and 15 percent of the score respectively. Operators will have to score an overall 80 percent to meet the quality standards and avoid penalties.
Edited by Neo Sesinye
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