QoS MOBILE OCT 11 TO MARCH 12

BSNL INSPECTION CIRCLE

ANNEXURE-III

(Ref.:MOB-14/QoS-Survey-2011 Dated 11.05.11 from NWO-CM Cell, BSNL CO ND)

Final proforma for Survey of Quality of Services of Mobile Services ANNEXURE-III STATION : CIRCLE: PHASE:II Date of Start : 19.12.11
Sl No A: 1 2 3 4 5 6 7 8 QoS Indicator Network Performance-25% Call Set-up success rate (within licensees own network) Blocked call rate - SDCCH congestion Blocked call rate - TCH congestion Percentage (%) of cells having more then 3% TCH drop Congestions on POIs During TCBH Percentage (%) of cells with > 10% Handover Failure Percentage (%) of node Bs with data usage > 20 Gbits/Day/Node Synchronization of BTS/Node B Total Network Faults-22% Availability of BTS Percentage (%) of worst affected BTSs Due to downtime BTS interruption rate ( no of fault occasions / total no of BTSs) Total Development-17% Achievement of Net Subscribers addition target

JAIPUR RAJASTHAN Date of Completion : 22.12.11

NORM > 95 % <1% <2% < 5% < 0.5 % <10% 20 GB /day WEIGHT 2 3 4 4 3 2 4 3 25 >98 % <1% < 20 % 10 8 4 22 8 5 1 Retailer/1000 Population 5 at 95% 4at 2% 2 at 25% 10 at 100% 8 at 0% 4 at 0% 98.80% 9.73% 49.00% Min 1 at 92% 1 at 2% 2 at 4% 2 at 10% 1.5 at 1.5% 1 at 20% 1 for 10% 1 for 50% Max 2 at 100% 3 at 0% 4 at 0% 4 at 0% 3 at 0% 2 at 0% 4 for 100% 3 for 100% Measured Marks Value Scored 99.33% 0.00% 0.48% 0.97% 0.00% 7.70% 1.05% *** 1.92 3.00 3.76 3.81 3.00 1.67 0.00 0.00 17.16 8.80 0.00 0.00 8.80 0.00 0.00 INTRUPTION DATA INTRUPTION DATA INTRUPTION DATA Remark OMCR DATA OMCR DATA OMCR DATA OMCR DATA OMCR DATA OMCR DATA OMCR DATA

B: 9 10 11 C: 12 13

100%

4 at 70%

8 at 100%

-106.00%

Target 81766 Net addition -86927

Net MNP Gain ( % of subs base in SSA ) since 20-01-2011 Total no of Retailers and DSA per 1000 Population Total

data not 1for -0.4% 5 for + 0.7% provided for MNP IN 1 for 0.1 Retailer 4 for 1 Retailer 1.25%

14

4 17

4.00 4.00

total DSA+ retailer 8338

1.251206

6663971

2.49

population 2319709

D: 15 16 17 E: 18 19 F: 20 21 22 23 24 G: 25 26 27 28

Network Usage &CAF (Circle Level Data)-15% Revenue per OG minute (weighted average of postpaid & prepaid) Percentage (%) of SSA CAF scanned Percentage (%) of CAF verified OK as per DOT guidelines Total Call Center- 6% Complaints in the call centers over the month / 100 subscribers base Percentage (%) of complaints resolved within 24 Hours Total Customer Care and Awareness- 10% CSC staff- customer friendly attitude knowledge of Mobile services & Tariff plans Availability of various forms & pamphlets Issue of welcome kit along with SIM Visibility of BSNL brand in the Circle / City Display of Mobile features / Facilities / Tariff etc in CSC and other suitable locations Total Metering & Billing-5% Metering & Billing Complaints / 100 subscribers (Postpaid & Prepaid) Percentage (%) of Billing/Charging complaints resolved within 4 weeks Period of refunds / payments due to customers from the date of resolution of complaints Timely issue of Bills and realization to the extent of 95 % during the <1% >60 % > 50 paise 100% 100% 5 5 5 15 4 2 6 2 2 2 2 2 10 <0.1% 100% < 4 weeks By scheduled date 2 1 1 1 5 100 1 at 0.2% 0.5 at 90% 0 0 2 at 0% 1 at 100% 1 1 <0.1% 100.00% < 4 weeks By scheduled date 1 at 2% 1 at 50% 4at 0% 2 at 100% 0.058% 63.55% 2.5 at 40 5 at 65 paise paise 1 at 40% 5 at 100% 2.5 at 5 at 100% 95% 58 paisa 0.00% 76.00% 4.30 0.00 0.00 4.30 3.60 1.30 4.90 2.00 2.00 1.50 1.50 2.00 9.00 2.00 1.00 1.00 1.00 5.00 circle data no scaning

439 complaints subs base 763242 63.55353 279 resolved out of 439 complains within 24 hours CSC Telegraph office Building near GM office Bikaner

0 0 0 0 0

2 2 2 2 2

excellent excellent v good v good excellent

0.004182

Billing cycle
Total

Grand Total Percentage Score:

100

53.16 out of..100 53.16

Names and Signatures of Survey Team Members: Date of Survey : From To, Counter Sign of DGM A/T & DE A/T: ***Time watch analyser not available ,Sync with RNC
Note: 1: Nil marking for less than Minimum Achievement. 2: Scoring will be 50% for Minimum Achievement and 100% for Maximum Achievement and inbetween marking will be proportionate. 3:One Scanned copy alongwith Signatures and one in Excel file should be sent to the Inspection Circle office.

Jaipur_SQoS(Mobile)