To deliver top-notch, quality service to their consumers, telecommunication operators have been advised to constantly upgrade and expand their network capacity.
The Executive Vice Chairman and Chief Executive Officer, EVC/CEO, of the Nigerian Communications Commission, NCC, Prof. Umar Danbatta, gave the advice at the first edition of the Virtual Telecom Consumer Parliament, V-TCP hosted by the Commission in Abuja.
Theme of the event is “Impact of Covid-19 on Telecoms Service Delivery”.
Danbatta noted that while the period of lockdown witnessed an increase in demand for telecom services, a lot of people at the governments and other levels who relied on the services complained of epileptic network, poor voice quality, dropped calls and poor internet connectivity.
The Telecom Consumer Parliament is NCC’s flagship forum for in-depth engagement with service providers to discuss issues of contemporary interest affecting consumers of telecom services in the country.
Danbatta said the Commission and the mobile network operators needed to play their roles in sustaining quality of service delivery and quality of experience by the consumers, who are critical stakeholders in the telecoms sector.
Enumerating the measures the Commission has employed to mitigate impact on Quality of Service (QoS) delivery, Danbatta said: “The NCC, in conjunction with the supervising Ministry, developed e-platforms to handle all requests from the licensees to ensure that regulatory services are provided to sustain service delivery to subscribers.
“The Commission also approved and encouraged resource sharing among network operators and secured Right of Passage (RoP) for all telecommunications companies and suppliers for easy movement during the lockdown. “The Nigerian Communications Commission measures enabled operators to service their base stations and ensured seamless services for telecom consumers who increasingly relied on the networks during the pandemic,” he said.
Danbatta stated that the NCC, working with the ministry, is resolving the problem of high cost of Right of Way (RoW) with the Nigerian Governors Forum (NGF), adding that, through such engagements, the governors have lent their support for a robust broadband infrastructure.
He said: “The Commission is hopeful that with the reduction in RoW, which will automatically result in reduction in capital expenditure, CAPEX, by the network operators, telecom companies will sooner than later reciprocate the gesture by making their services more affordable to Nigerians,”
According to Danbatta, regulatory efforts have also resulted in a Presidential approval directing Security Agencies to protect Information and Communication Technology, ICT, and telecom facilities as critical national assets.
He said this has helped to safeguard telecom infrastructure for the greater role telecom has to play with the outbreak of Covid-19 pandemic.
Earlier in a presentation, the Executive Commissioner, Stakeholder Management, ECSM, Adeleke Adewolu, showed the various Quality of Service (QoS) indicators for the second quarter of the year across the networks and how the consumer Quality of Experience compared with the parameters based on the voice of the consumer survey (VoxPop) conducted by the Commission.
ECSM also highlighted the challenges facing operators, which impact negatively on quality of service to include fibre cuts, vandalism and theft of telecommunications site equipment.
A panel session of telecoms operators, who participated virtually in the TCP, was held and moderated by the Director, Consumer Affairs, NCC, Mr. Efosa Idehen.
The panel session addressed issues of network capacity upgrade, change in consumer data consumption behaviour, implementation of agreed Consumer Complaints and Service Level Agreement (CC/SLA), consumer education as well as general issues around quality of service and quality of experience by the over 192 million telecom consumers in the country.
