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The Quality of Service (QoS) indicators for Mobile Services given below are the
minimum QoS indicators, which every GSM mobile operator must report to the
Nigerian Communications Commission (NCC) at the specified frequency. 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 the format provided (see below) by the NCC.
- Using the format provided, each operator must provide the reports on the
following basis:
- Each operator must provide both hard copy and editable electronic (MS
Word / Excel) versions of the reports.
Note that failure to adhere to the above shall mean non-compliance and NCC shall
take appropriate measures accordingly.
TECHNICAL PARAMETERS
Parameter Value Remark
s
1
Transmission Impairment
Value Remarks
Bit Error Rate (BER) per link =1 x 10-9 Agreed
(reading to be taken once
at commissioning)
End-to-End Error Rate =1 x 10-6 Agreed
COMMERCIAL INDICATORS
Customer Service KPIs
Value Remarks
Complaints
Customer complaints per 100 =5 Agreed
customers
Number of customers satisfaction =98% Agreed
index
Billing Integrity
(a) % of total bills overcharged <0.5% Agreed
(b) % of incorrect credit <0.5% Agreed
balance
(c) % of Failures for Credit <1% Agreed
2
Balance
Inquiry
Recharge Cards
% of Recharge cards loading errors <0.02% Agreed
% of Recharge cards loading <0.02% Agreed
incorrect feedback
The above benchmarks are valid until reviewed from time to time as appropriate.
3
DEFINITION OF TERMS
Note: ASR is line seizures that are answered by person or device divided by total
number of seizures.
Note: Seizure is achieved after a successful “Call setup”. It means seizing a trunk
circuit for conversation or other network services. In GSM network, it refers to
seizing a Traffic Channel (TCH) after a successful “Call setup”.
Note: A successful call is a call that is answered by a called party or machine (e.g., fax
machine, answering machine, e.t.c.).
Note: A call setup is an exchange of signaling information in the call process that leads
to Traffic Channel (TCH) seizure.
Note: A dropped call is a call that is prematurely terminated before being released
normally by either the caller or called party (i.e., the call is dropped before the
exchange of Released Message “RL_M” and Released Complete Message
“RLC_M” in the signaling flow).
4
Post Dialing Delay:
In GSM network, is the average time between pressing send button (after pressing
correct digits) and getting a ring back tone. This is also called “Call Setup Time” or
time to connect a call.
Methods for evaluating speech quality are two: Subjective method and Objective. The
“Subjective method” makes use of a listener panel to assess speech quality. Speech
quality is expressed as MOS, which is average speech quality perceived by the
members of the panel.
5
Table 1: ITU-T Scale of absolute category rating
Quality of Score Remarks
Speech
(Samples)
Excellent 5 These Samples results to
excellent speech quality
Good 4
Fair 3
Poor 2 These Samples results to poor
speech quality
Bad 1 These Samples results to noise
only (no speech is heard at the
receiver)
The table below gives the benchmarking for the speech quality adopted by the
Commission using the scale in Table 1. The Voice Quality Impairment of less than
2%, means that the total number of “Bad Speech” Samples (resulting in only noise)
throughout entire conversation must not be up to 2%. This means that the entire
conversation must result to predominantly “Excellent and Good” speech Samples.
Busy Hour TCH Traffic (Erlang) – Average TCH Traffic (Erlang) x 100
Busy Hour TCH Traffic (Erlang)
6
Minimum Data Rate:
This is the minimum TCH encoding rate for data (Half-Rate channel, 4.8kbps: GSM
Specification 06.20).
Number of SMS/MMS in which more than one charges are applied x 100
Total Number of SMS/MMS received at Service Center
Billing Integrity:
a) % of total bills overcharged:
This parameter is the percentage of the number of Post-Paid accounts
that are overcharged within a particular month.
Recharge Cards:
a) % of Recharge Cards Loading Errors:
This is the ratio of the number of times Recharge Card loading failed to
the total number of loading attempts at some instant on the network
expressed as a percentage.
Method of Measurement:
The network parameters are expected to be generated from the OMC report. Where
such counters are not available you may use any available means provided the method
is reported to the Commission. Most of the parameters including Voice Quality
Impairment and Post Dialing Delay could easily be measured using Drive Test
Equipment (if such equipment is available). The link BER could be measured using
BERT Tester or any other available means. For the credit balance and recharge errors
you may use your Prepaid System Administration (PPAS) where possible or any other
available method. For the commercial indicators you can use subjective method to
compute the Mean Opinion Score (MOS).