Nairobi, Kenya, 26 – 27July 2010

Regulatory Monitoring and interventions on Quality of Service

Derick simiyu khamaliCompliance and Enforcement Officer

Communications Commission of Kenya

ITU-T Workshop on Delivering Good Quality Telecommunication Service

in a Safe Environment in Africa (Nairobi, Kenya, 26 July – 27 July 2010 )

Nairobi, Kenya, 26 – 27 July 2010 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.

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.

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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.

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Objectives of Monitoring

Independently verify QoS.

Determine QoS in specific geographical

areas

Determine operational status

Identify and stop illegal operations

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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.

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

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.

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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.

Post Processing (Internal)

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.

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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.

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Interventions

• 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; 1. Sending letters with Compliance instructions2. Levying Penalties

3. Re-inspecting after the datelines.

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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

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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.

Field work

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MONITORING TOOLS

The Commission uses the following tools:

1. QSMS - QVOICE SYSTEM

2.RAHAM – Radaition Hazard Metre

3.Spectrum Analyzer – FSH 18

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QVOICE

CELLULAR MOBILE QUALITY OF SERVICE MONITORING SYSTEM

(QSMS) - FOR GSM/WCDMA) VOICE DATA SMS

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Objectives

Independently verify mobile QoS offered by operators Determine QoS/QoE in specific geographical areas and daysDetermine QoS from a user’s perspectiveProvide for consumer protection mechanism.

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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

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Qvoice Architecture

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Call Configurations

Three modes of call configurations can be achieved

1. Mobile – Mobile (QVM-QVP)2. Mobile - fixed (QVM/P-QVS)3. Fixed – Mobile (QVS-QVM/P)

Four networks simultaneously2

1

3

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

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Sample Field Screen (B)

Post Processing Zone

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DATA ON KENYA MAP

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DATA ON SATELLITE IMAGE

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Mapped Speech Quality

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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.

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Sample Statistics

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Benefits of Qvoice

Sustained Consumer protection mechanism.

Verification of Compliance return.

Available information for Public Disclosure.

Easy complaint resolution mechanism.

Interventions:

The Commission has adopted the following. Inspections Public Consultations Issuance of Compliance noticesLevying penalties License revocation Embargos

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OTHER AREAS OF QUALITY MONITORING AND

MEASUREMENT

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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

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Measurements Tools

The Commission has two units for

NIR exercise:

1. Radiation Hazard Metre – RAHAM

2. Spectrum Analyzer – FSH 18

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Raham - (Radiation Hazard Metre)

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Raham main frame and probes

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Spectrum Analyzer (Main Frame)

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Spectrum Analyzer (Mounted A)

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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.

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Thank you!