As cellular mobile operators (CMOs) begin to roll out next-generation mobile broadband services, their regulator has started to train its staff and upgrade equipment to conduct the first-ever quality of service (QoS) and quality of experience (QoE) survey at the end of 2014 – the industry’s deadline for first phase of rollout obligations.
Pakistan Telecommunication Authority (PTA) recently completed staff training at its headquarters. The aim was to impart knowledge and skills to its officials so that they could effectively monitor the QoS parameters in third-generation (3G) and 4G services, according to the regulator.
PTA also acquired a solution from a Finnish company and upgraded its equipment for that purpose.
“This solution would enable the PTA to monitor licenced QoS key performance indicators of 3G and 4G networks to ensure that quality standards are met and users get the services at anticipated quality standards,” PTA Chairman Dr Ismail Shah had said in a statement.
However, the consumers will have to wait until the regulatory body conducts its first-ever survey to document user experience and QoS of high-speed mobile internet.
“CMOs have just started rolling out their services, it will, therefore, be too early to conduct a QoS survey any time soon,” Shah told The Express Tribune.
The PTA chief said they would do the first survey once the CMOs achieve their initial milestone – the first phase of rollout obligation.
Under the first phase – nine months from the date of award (April 23, 2014) of 3G and 4G licences – the cellular service providers have to ensure at least 20% coverage of a minimum five cities including federal and provincial capitals.
At the initial stage, the PTA will train its staff in various zones before sending them into the field.
“Our staff has just completed basic training and needs more time before conducting the first QoS survey for 3G and 4G,” Shah said.
The training was conducted at the headquarters and included only a handful of PTA officials from regional offices. These regional officials would go back to their respective zones and train their teams before kicking off the QoS survey, he said.
“A QoS survey will be welcomed as this will help the industry improve service quality,” a telecom official said while requesting not to be quoted.
Marketing campaigns and advertisements aimed at luring consumers by promising the fastest mobile broadband service wouldn’t help, he said. “At the end of the day, it is the user experience that will define the uptick in mobile broadband.”
If users do not enjoy their experience, according to the official, they will either stop using the service or switch to a better network.
Asked what the industry considered a good customer experience, the official said 1.5 megabits per second (Mbps) would be a good speed for 3G services.
There are different views about the minimum speed CMOs should offer 3G users, but experts say 1Mbps or higher would provide a good customer experience.
“For 3G services, 1 Mbps should be a good speed while for 4G or Long Term Evolution (LTE) services, we will be hoping for a minimum 2 Mbps,” a government official said on condition of anonymity. “However they (CMOs) should be able to provide 5 mbps in case of LTE services.”
Islamabad-based information and communication technology expert Parvez Iftikhar said, “the industry can provide the user with 0.5 Mbps to 1 Mbps, it would be a good speed for 3G services but the higher the better.” He, however, added they should provide at least 4 Mbps in case of LTE services.
In case the CMOs fail to meet the rollout obligation and offer low-quality services, they would be penalised for that, said the government official.
For example, he said the PTA withholds $15 million from the operators under a performance bond. This money, which is released in installments every year when the CMOs complete their rollout obligations, can be withheld. Besides, the QoS mechanism has its own penalties regarding quality of service, he said.
Published in The Express Tribune, July 1st, 2014.
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Even 2G services offered by Operators are worst. Why there is no action against these rogue operators. I live in F-10sector in Islamabad and am suffering from worst 2G services offered by a scandavian Telecom Operator.