Enhancing telecommunications services Quality of Service (QoS) and Quality of Experience (QoE)

This reform area will seek to ensure sustained provision of quality of telecommunications services thereby improve customer satisfaction, loyalty and success of licensees. The reform will help address customer complaints that arise from poor quality services. It will therefore, allow continuous monitoring and measuring of QoS by the Authority and allow for identification of areas that need improvement, optimization of service performance and ensure that services meet or exceed customer expectations.

The reform will also seek to develop consumer-based indices for measuring user experience of communication services and complement existing QoS technical approaches. This will allow the Authority to estimate service quality and performance as well as measure quality of services provided by operators from the end-user's perspective so as to address customer complaints that arise from poor services. Furthermore, the reform will seek to enhance consumer protection measures and reduce fraudulent activities through development of systems and application.

Lastly, the Authority through its Computer Emergency Response Team (CERT) provides national coordination to effectively respond and prevent cybersecurity incidents for critical infrastructures and other systems of national interest. This is done through observation of events from various data sources to detect and respond to information security incidents. The team identifies relevant security events, such as cyber threats, vulnerabilities, and suspicious activities, to promptly address potential risks and safeguard the country’s information systems and networks. How, the CERT has to a large extent, reactively discharged this duty. This reform, therefore will seek to improve the teams operations from being reactive to proactive.