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Kenya mobile operators improve quality of service

The Kenyan mobile telecommunications industry recorded improved performance in Quality of Service (QoS) during the last financial year, with two operators meeting the set minimum compliance standards, according to industry regulator Communications Commission of Kenya (CCK).

CCK said in a statement obtained by PANA here Tuesday that Essar Telecom (yu) and Telkom Kenya (Orange) recorded a compliance of 87.5 percent after meeting seven out of eight Key Performance Indicators (KPIs). The set minimum QoS compliance level is 80 percent.

Airtel Kenya and market leader Safaricom Ltd were not compliant as they met five (5) and four (4) KPIs respectively.

The QoS KPIs include completed call rate, call set up success rate, call drop rate, and call set up time.

Others are call block rate, handover success rate and signal strength. The KPIs were adopted in 2008/2009 after an elaborate and all-inclusive process.

These performance results are used to assess the level of compliance in the current period and to determine if appropriate remedial measures have been taken by operators as directed, based on the assessment results of the preceding period.

Operators who fail to meet the set minimum QoS standards are penalised in line with the provisions of the Kenya Information and Communications Act, CAP 411A.

“All in all, operators need to step up their efforts as consumers continue to demand better services and as they continue to understand and demand their rights as consumers,” concludes the report. 

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