*The Nigerian Communications Commission discloses it is working towards attaining 50 percent improvement in the Quality of Service for improved Quality of Experience for telecoms consumers, towards empowering them to make the right network selection, enjoy a seamless onboarding into network of choice, enjoy quality service at fair costs, and receive responsive customer service, among others

Gbenga Kayode | 绿帽献妻

In re-affirming the Commission鈥檚 consumer-centric approach to sustaining regulatory excellence, the Nigerian Communications Commission (NCC) has disclosed it is working towards attaining 50 percent improvement in the Quality of Service (QoS) for improved Quality of Experience (QoE) for consumers in the telecoms industry by the end of 2024.

绿帽献妻 reports the telecoms sector regulator noted this in a recent statement by Mr. Reuben Muoka, Director of Public Affairs at NCC, highlighting activities of the telecoms regulator in the first year of President Bola Ahmed Tinubu鈥檚 administration.

The Commission also stressed the 50 percent QoS improvement is one of the targets Dr. 鈥橞osun Tijani, Honourable Minister for Communications, Innovation and Digital Economy, has set for the industry players through the 鈥淪trategic Agenda鈥�, and the mission on which the NCC said it had been working towards realising this objective.

70 percent Broadband penetration by 2025, other targets

Besides the targeted 50 percent improvement in the consumers鈥� Quality of Experience by the end of this year, the Commission equally disclosed the other set targets in Dr. Tijani鈥檚 Strategic Agenda 2023 include boosting Nigeria鈥檚 Broadband penetration rate to 70 percent by the end of 2025.

Others are delivering a data download speed of 25Mbps in urban areas of Nigeria, and 10Mbps in rural areas by the end of 2025; and providing coverage for, at least, 80 percent of the West African country鈥檚 population, especially the underserved and unserved populations by the end of 2026.

Yet, others include to reduce the gap of unconnected Nigerian consumers in rural areas from 61 percent to less than 20 percent by 2027, and to secure between 300 percent and 500 percent increase in Broadband investment in the telecoms sector of the economy by the end of 2027.

In regard to its continued efforts at enhancing the QoS in the industry, the NCC further stated: 鈥淭he Commission, under Dr. Aminu Maida, rather than taking a national outlook on data collection for Quality of Service delivery, has adopted an approach where more granular data is collected from operators and analysed to determine Quality of Service at very small, local levels, to allow the deployment of optimised solutions or regulatory actions where needed.

QoS and centrality of consumer experience in telecoms ecosystem

鈥淢aida鈥檚 approach focuses on ensuring that the consumers receive an enhanced Quality of Experience, beyond the narrow and very technically-evaluated Quality of Service.鈥�

Explaining the concept of QoE, the telecoms sector regulator said: 鈥淨uality of experience takes into account all touch points along the consumer鈥檚 journey in using telecom services from selection, through onboarding, usage, support and even off-boarding.

鈥淭his means that consumers are empowered to make the right network selection, enjoy a seamless onboarding into the network of their choice, enjoy quality service at fair costs, receive responsive customer service and enjoy protected off-boarding where they choose to leave the network.鈥�

Aside from these, the Commission has highlighted further benefits of focusing on QoE.

The Commission noted these include improved consumer satisfaction and protection, enhanced regulatory credibility and trust, holistic evaluation of service providers, encouragement of Innovation and quality improvements, as well as alignment with global standards and best practices.

On the topical issue of data depletion in the telecoms ecosystem, the Commission in addressing consumer complaints, the regulator has directed Mobile Network Operators (MNOs) to conduct an independent audit of their billing systems and is concluding a consultation process to simplify tariff plans.

These initiatives will provide enhanced transparency to the consumer, stated the NCC.

It also affirmed that the Commission had embarked on critical advocacy initiatives to address long-term challenges in the sector.

According to NCC, these include advocacy for designating telecoms infrastructure as Critical National Infrastructure (CNI), as well as successfully persuading over six states to waive Right of Way (RoW) fees, while sensitising other states of the Federation on the need to support the Federal Government鈥檚 effort in this regard.

Kindly Share This Story