NCC releases updated Quality of Service, KPI standards for telecoms firms in Nigeria

*The Nigerian telecoms industry regulator says the Quality of Service (QoS) standards and Measured QoS KPI Data for Operators are designed to ensure consumers of telecoms products and services continue to have access to high quality services in the country

Gbenga Kayode | ConsumerConnect

In its efforts at ensuring that telecoms consumers continue to have access to high quality services by telecoms operators, the Nigerian Communications Commission (NCC) has updated and released both the Quality of Service (QoS) and Measured QoS KPI Data for Operators in the telecommunications sector of the country’s economy.

ConsumerConnect reports the Commission is constitutionally empowered to establish the minimum Quality of Service (QoS) standards in service delivery for the telecoms industry in Nigeria.

In the updated documents released on the Commission’s corporate Web site Monday, August 23, 2021, the NCC stated the QoS standards are designed to ensure that consumers of telecoms products and services continue to have access to high quality telecommunications service by setting basic minimum quality levels for all operators.

“These standards define the lower and upper bounds of acceptability of such technical issues as transmission rates, error rates, call completion rates, etc., and commercial consumer issues, such as access to customer care centres, billing integrity and other characteristics that can be measured and improved.

“As a result, every mobile operator must report to the Nigerian Communications Commission (NCC) at the specified frequency in the year,” the regulator said.

According to the Commission, each operator must note the following:

The reporting frequency shall be Quarterly.

The report for the preceding quarter must arrive at the NCC (Abuja Office) at most by 15th of the first month of each quarter.

The report shall be in both hard copy and editable electronic (MS Word/Excel) versions in the format provided by the NCC and using the format provided, each operator must provide the reports on the following basis:

• A National Report (covering the nation-wide network services).
• Regional Reports (preferably using the six geo-political zones).
• Urban Area Reports for Lagos, Aba, Abuja, Kano, Benin City, Maiduguri, and Port-Harcourt cities only.

Similarly, the NCC Tuesday also updated and published the Measured QoS KPI Data for Operators Nigerian telecommunications sector.

It as well noted the following are Quality of Service (QoS) Key Performance Indicators (KPIs), based on data collected from the Network Operating Centres (NOCs) of the nation’s major Mobile Network Operators (MNOs) in the country.

The data, the Commission added, is collected during busy hours at the Base Station Controller (BSC) level and analysed, using monthly weighted averages to ascertain each telecoms operator’s performance.