Quality of Service KPI Audit and Field Measurements for Telecom Regulator Authority in Oman

CHALLENGES

TRA received a large number of complaints from customers regarding the offered QoS offered by the Telecom operators in Oman. Therefore they had a need to engage a consultancy company to:

  • Audit the QoS and customer experience KPI regulations as reported by operators
  • Verification of Coverage and Quality through country field measurements

SOLUTION

  • Assessed TRA QoS and customer experience regulations along with measurement guidelines
  • Audited the operators QoS and Customer experience KPIs quarterly reports
  • Conducted country wide extensive field measurements and benchmarked the coverage and quality of services for voice and data (2G/3G/4G), the field measurements were conducted in more than 3,700 villages

RESULTS

  • Cyberteq provided list of recommendations for improving existing TRA regulations and measurement guidelines, and proposed additional KPIs for regulations enhancement
  • Evaluated operators performances against TRA regulations as well as reporting accuracy (calculation formula relevance & KPI collecting methodology relevance) and provided recommendations to bridge the gaps
  • Provided a list of non-compliant QoS and customer experience KPIs with TRA requirements as reported by operators
  • Provided a benchmarking for offered voice and data services, list of villages that do not comply with TRA coverage regulations and recommended actions that aim to improve the customer experience
  • Region

    Middle East

  • Category

    Telecommunications

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