1. Dubai, 2 nd – 3 rd November, 2014 Operational Aspects to ensure the Quality of Service provision in Telecommunication/ICT market Louisa Ama Sosu, Vice-Chair of QSDG and Network Quality and Reporting Manager, MTN Ghana lafagbegee@mtn.com.gh

2. Dubai, 2 nd – 3 rd November, 20142 Outline Quality of Service Categories of Service providers Aspects to focus on per category Key areas affecting Quality of service provision Emerging trends in the industry and effect on QoS Ensuring QoS provision

3. Quality of Service “The collective effect of service performance, which determines the degree of satisfaction of a user of the service” Dubai, 2 nd – 3 rd November, 2014 3 Attributes  Availability  Accessibility  Reliability  Retainability  Other performance Areas

4. Categories of Service providers New Entrance into the market Existing Service Provider Evolving Service Provider Dubai, 2 nd – 3 rd November, 2014 4

5. New Entrance into the market Economic Environment Political Environment Penetration of devices Quality of Devices Other issues Acquisition of sites and extending services to a wider population Permitting issues Infrastructure Operational issues Need for wider coverage area- Accessibility Initial Cost of deployment Process of procuring equipment Attributes that affect QoS Dubai, 2 nd – 3 rd November, 2014 5

6. Existing Service Provider Dubai, 2 nd – 3 rd November, 2014 6 Economic Environment Political Environment Regulatory Environment Penetration of devices Quality of Devices Other issues Rapidly evolving technology Permitting issues Inability to secure spectrum for new technologies or expansion Infrastructure Operational issues Need for Capacity Need to evolve with technology Economies of scale Periodic replacement of obsolete equipment Attributes that affect QoS

7. Evolving Service Provider Dubai, 2 nd – 3 rd November, 2014 7 Economic Environment Political Environment Regulatory Environment Penetration of devices Quality of Devices Other issues Rapidly evolving technology Permitting issues Inability to secure spectrum for new technologies or expansion Infrastructure Operational issues Need for Capacity and coverage for new technologies Economies of scale Periodic replacement of obsolete equipment Attributes that affect QoS

8. Key areas affecting Quality of service provision Infrastructure  Roads  Accessibility to site for build, maintenance and repair Power supply  Availability of electricity  Availability of other sources of power Dubai, 2 nd – 3 rd November, 2014 8

9. Key areas affecting Quality of service provision Transmission  Growing need for transmission capacity  Fiber  Challenges with deploying and cutting of fiber Fast evolving industry  Initial deployment of technologies come with peculiar challenges  Network and customer evolving differently Dubai, 2 nd – 3 rd November, 2014 9

10. Spectrum requirements  Additional spectrum  New spectrum Regulatory and political environment  Regulatory strategy affects QoS  Other stakeholders performance affect Qos by introducing challenges or facilitating growth Dubai, 2 nd – 3 rd November, 2014 10 Key areas affecting Quality of service provision

11. Emerging trends in the industry and effect on QoS Infrastructure sharing Infrastructure sharing is the latest trends. However some countries are yet to make this a reality. African operators are mostly passive network sharers. Active network sharing is a much more complex topic than tower sharing. Active networks are vital to mobile operators and are the revenue-generating assets that define it as an operator. Dubai, 2 nd – 3 rd November, 2014 11

12. Emerging trends in the industry and effect on QoS Outsourcing Different models of outsourcing is currently explored by Network operators. Outsourcing of operations and or planning Introduction of managed services Vendor managed networks Performance of the Outsourced network partner or vendor directly affects QoS Dubai, 2 nd – 3 rd November, 2014 12

13. Ensuring QoS Provision Network up and running efficiently Managing Stakeholders effectively Optimized Network Resources Spectrum Management Investment Skilled resources Dubai, 2 nd – 3 rd November, 2014 13 Availability Accessibility Reliability Retainability Other performance Areas

14. Ensuring QoS Provision Infrastructure: Smart solutions, distributed antenna systems Power: Hybrid power solutions Minimizing effect of external factors beyond the control of the operator Measuring and Improving QoS KPIs Continuous improvement Dubai, 2 nd – 3 rd November, 2014 14 Availability Accessibility Reliability Retainability Other performance Areas

15. THANK YOU Maputo, Mozambique, 14-16 April 2014 15