Regulatory Monitoring and interventions on Quality of Service

1. ITU-T Workshop on Delivering Good Quality Telecommunication Service in a Safe Environment in Africa(Nairobi, Kenya, 26 July – 27 July 2010 ) Regulatory Monitoring and interventions on Quality of Service Derick simiyu khamali Compliance and Enforcement Officer Communications Commission of Kenya

2. Introduction • The regulatory body for Kenya is called the Communications Commission of Kenya CCK which handles all issues of monitoring and interventions in the Communications industry. • CCK Was established by an ACT of parliament in 1998 and started operations in July 1999.

3. MONITORING • Is a powerful and most effective tool for the regulator. It keeps the operator awake. • Works on an established standards and procedures Done through: • Compliance returns • Inspections • Using of monitoring tools and instruments.

4. Need for Monitoring • There are many license categories with QoS obligations • There is need for quality and good business practices. • There is need to confirm accuracy of Compliance returns • There is need for independent QoS verification. • Need for consumer protection.

5. Objectives of Monitoring • Independently verify QoS. • Determine QoS in specific geographical areas • Determine operational status • Identify and stop illegal operations

6. License categories The Commission has a unified licensing framework: • ASP- Application Service Providers. • NFP – Network Facilities Provider. • CSP – Content Service Providers. • BPO – Business Process Outsourcing. • IGS – International Gateway Services. • TEC – Technical Equipment Contractors. • Technical Personnel License.

7. Other License categories • A few licensees are still on the old regime including: • ISP, • PDNO, • IBGO, • VSAT, • PVSAT, • DCNO , • LLO , • Vendors and • Contractors.

8. Mode of Monitoring Based on the ACT, Regulations and License Condition. Scheduled Inspection throughout the country within the year as per the performance contract. Adhoc inspection as need arises. This is either reported or is perceived and ordered by the Commission. For specific issues to be inspected/Enforced. Use of Checklists and Questionnaires.

9. Adopted Procedures The Commission follows the procedure below: • Schedules for licensees to inspect are Prepare considering; regions, license categories and any letters raised with issues and any new licensees. • Approval for the inspection. • The inspection tools are set. • The inspection team visits the licensees as schedule. • The findings are shared with the Licensee and the checklist is signed.

10. Post Processing (Internal) 11/28/2014 8:51 AM 10 After the inspection as scheduled, the inspection team converges in the office to evaluates the checklist and any other findings. Information received is collated with facts in the office and necessary action checked The reports are done for each licensee and then sent to management for action/advise on recommendations.

11. Regulatory Interventions Defined as: A deliberate and timely decision (s) made on case to case basis. Activated at the point of interest either following a complaint, change of operating regime or regulatory action on identified irregularity. SLAs enforcement.

12. Interventions 12 • Management gives direction on the action to take on each of the proposed recommendations by the inspection team. • The inspection team then embarks on implementation of the recommendations including but not limited to; • Sending letters with Compliance instructions • Levying Penalties • Re-inspecting after the datelines.

13. Common Concerns and Areas of Regulatory interventions: • Market and Regulatory trends in ICT. • Connectivity, Openness & Vulnerability • Impact on investment /investors. • Effective regulation ‘stimulus plan’. • Co-existance of traditional and IP Interconnection. • Tarrifs, termination rates. • Consumer protection

14. Final Reports • These are filed in the inspection reports file and also kept in soft copy. • Each case stays as an open case until follow-ups on compliance are finalized. • Future inspections are pegged on the basis filed and any new developments.

15. Field work

16. MONITORING TOOLS The Commission uses the following tools: • QSMS - QVOICE SYSTEM • RAHAM – Radaition Hazard Metre • Spectrum Analyzer – FSH 18

17. QVOICE CELLULAR MOBILE QUALITY OF SERVICE MONITORING SYSTEM (QSMS) - FOR GSM/WCDMA) • VOICE • DATA • SMS

18. Objectives • Independently verify mobile QoS offered by operators • Determine QoS/QoE in specific geographical areas and days • Determine QoS from a user’s perspective • Provide for consumer protection mechanism.

19. Qvoice System Consists of three modules; • QVoice Mobile –(Vehicle mounted), • QVoice Mobile –Portable or back pack • QVoice Stationary (QVS, simulates PSTN/ISDN lines) • Qvoice Post processing units

20. Qvoice Architecture License user Client-1 Vehicle Mounted LAN Network Server Portable Stationary

21. 2 1 3 Call Configurations • Three modes of call configurations can be achieved • Mobile – Mobile (QVM-QVP) • Mobile - fixed (QVM/P-QVS) • Fixed – Mobile (QVS-QVM/P) • Four networks simultaneously

22. PARAMETRS MEASURED Speech Quality Call Block rate Call completion rate Call drop rate Call set up time Signal strength Handover Data transfer speeds. SMS Delivery

23. Sample Field Screen (B) 23 11/28/2014 8:51 AM

24. Post Processing Zone

25. DATA ON KENYA MAP

26. DATA ON SATELLITE IMAGE

27. Mapped Speech Quality

28. Reports • Automatic reports on selected parameters. • Technical reports on network conditions • Measurement routes on digital maps • Management reports for direct evaluation of network performance for each operator.

29. Sample Statistics

30. Benefits of Qvoice • Sustained Consumer protection mechanism. • Verification of Compliance return. • Available information for Public Disclosure. • Easy complaint resolution mechanism.

31. Interventions: The Commission has adopted the following. Inspections Public Consultations Issuance of Compliance notices Levying penalties License revocation Embargos

32. OTHER AREAS OF QUALITY MONITORING AND MEASUREMENT

33. Non Ionising Radiation Measurements - NIR Measuring EMF Radiation levels from Communication installations countrywide. The aim is to ascertain human safety, health and environmental welfare. Done by Random sampling of masts and antenna installations.

34. Measurements Tools • The Commission has two units for NIR exercise: • Radiation Hazard Metre – RAHAM • Spectrum Analyzer – FSH 18

35. Raham - (Radiation Hazard Metre)

36. Raham main frame and probes

37. Spectrum Analyzer (Main Frame)

38. Spectrum Analyzer (Mounted A)

39. Results Data collected is analysed using specialised software and the reports are automatically generated. The results are compared with WHO & ICNIRP Thresholds to determine site Compliance & Non Compliance.

40. Thank you!