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Minister | Telecoms service quality is ‘now alarming’ in Nigeria

Minister | Telecoms service quality is ‘now alarming’ in Nigeria
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Barrister Adebayo Shittu, Minister of Communications, has declared that poor telecoms service quality faced by Nigerian phone users has reached an “alarming level.”

The Minister who made the declaration at the inauguration of the new board of Nigeria Communication Commission, the telecom indystry watchdog says complaints by Nigerians about the quality of services rendered by telecom operators had reached an unbearable level and the board must act on this.

“Complaints by Nigerians about the quality of services rendered by mobile network operators in the country have reached an alarming level. There has never been a year when the quality of service was said to be a non-issue. This prompted me to read a riot act to all the service providers during my meeting with them in 2016,” the Minister told the new NCC Board.

“Complaints by Nigerians about the quality of services rendered by mobile network operators in the country have reached an alarming level. There has never been a year when the quality of service was said to be a non-issue. This prompted me to read a riot act to all the service providers during my meeting with them in 2016,” the Minister told the new NCC Board.

Technology Times photo shows Chinese phones and others phone brands seen on display at Computer Village in Ikeja, Lagos
Technology Times photo shows Chinese phone brands seen on display at Computer Village in Ikeja, Lagos

The Minister says an ICT Roadmap for Nigeria has been drawn up to refocus the telecoms and ICT sector as an enabler for sustainable development. This plan would help to optimise opportunities for wealth and job creation and increase revenue generation for government.

Believing that the challenge of poor quality of service in the telecoms industry is not too great to  overcome, Shittu asked the NCC to quickly look into the issue and take practical measures to improve it.

“I hereby challenge you to ensure that with the inauguration of this Board, incidences of dropped calls and other related poor service quality would be curtailed. I urge you to swing into action to look at the issue of quality of service in all its ramifications and take practical measures that will lead to its improvement.

“I strongly believe that the challenge of poor quality of service in Nigeria’s telecoms industry is not insurmountable. There is a greater need for cooperation among all stakeholders to resolving this problem. I am confident that this Board would make the Nigerian telecom industry remain on the upward swing in growth, and ensure that quality of service is improved to the satisfaction of most Nigerians,” he said.

Minister to NCC: “I hereby challenge you to ensure that with the inauguration of this Board, incidences of dropped calls and other related poor service quality would be curtailed. I urge you to swing into action to look at the issue of quality of service in all its ramifications and take practical measures that will lead to its improvement.”

 

Technology Times Person of The Year 2016 Nominee: Professor Umar Garba Danbatta, Chief Executive/Executive Vice Chairman, Nigerian Communications Commission (NCC)
Professor Umar Garba Danbatta, Chief Executive/Executive Vice Chairman, Nigerian Communications Commission (NCC)

The Minister further told the telecoms regulator’s Board to place more emphasis on quality of service before growth by employing cutting-edge regulatory practicesin order to be quick about improving service delivery in the telecoms sector.

“I entreat you to employ cutting-edge regulatory practices to maintain a hold on the industry and ensure continuing growth and development, both in the area of quality and service deployment. I want you to further encourage more investment in critical infrastructure to ensure that there is adequate investment by operators and other stakeholders both from within and outside Nigeria,” Shittu says.

Such progressive regulations, he said, should also stimulate growth through the release of new licenses in 2017, stressing that “Nigeria needs the best and only the best is good enough for the industry and for Nigeria at large.”

The Minister said as the world increasingly continues to be technology-driven, ICT remains a key driver of the economy of all progressive nations. He highlighted recent statistics from NCC which indicate a 9.80% contribution of the telecoms industry to GDP (June 2016), while the number of subscribers stood at 160 million (October 2016) with a teledensity of 109.65%.

“In order to sustain and surpass this positive trend, stakeholders must work together to implement NCC mandates for growth and boost employment generation,” he said.

He expressed confidence in the new Board members to be able to deliver as expected and asked them to use their rich experiences to improve the Nigerian telecoms industry.

“Given the antecedents of members of this new Board, I have no doubt in my mind that you are all up to the task of uplifting this important sector, at this critical period of our history. I implore you to selflessly contribute your rich experiences to shape the development of the industry”, he adds.

Technology Times review of the NCC Technical Standards shows that quality of service (QoS) standards have been set by the regulator to ensure that consumers continue to have access to high quality telecoms 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, according to the regulator.

The following graphs and tables detail the monthly recorded Quality of Service (QoS) Key Performance Indicators (KPIs) of Nigeria’s operating GSM mobile networks, that is Airtel, Etisalat, Globacom and MTN.

According to NCC, data points that fall within the target threshold region indicate a failure to meet the QoS KPI target for the relevant month.

Minister | Telecoms service quality is 'now alarming' in Nigeria 1

MONTH Jan’16 Feb’16 Mar’16 Apr’16 May’16 Jun’16 Jul’16 Aug’16 Sep’16 Oct’16
Airtel 98.23 97.80 98.35 98.42 98.14 98.43 98.53 98.34 98.28 98.37
Etisalat 99.34 99.38 99.33 99.39 99.22 99.36 99.27 98.98 99.23 98.99
Globacom 98.00 98.20 97.99 98.03 98.09 98.39 98.59 98.65 98.54 98.33
MTN 98.88 98.82 98.98 99.05 99.02 99.02 99.06 99.08 98.98 98.95

 

Minister | Telecoms service quality is 'now alarming' in Nigeria 2

MONTH Jan’16 Feb’16 Mar’16 Apr’16 May’16 Jun’16 Jul’16 Aug’16 Sep’16 Oct’16
Airtel 0.65 0.69 0.65 0.69 0.76 0.77 0.76 0.86 0.78 0.73
Etisalat 0.46 0.43 0.43 0.72 0.47 0.47 0.46 0.70 0.50 0.27
Globacom 0.50 0.50 0.57 0.54 0.57 0.55 0.55 0.49 0.50 0.54
MTN 0.67 0.71 0.50 0.45 0.50 0.55 0.68 0.64 0.65 0.63

 

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Success Kafoi Journalist at Technology Times Media. Mobile: 08077671673 email: success.kafoi@technologytimes.ng

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