0.

Company details
Company Name:
Address:
P.O Box:
Province/District/Sector:
Telephone:
Fax:
Website:
E-mail:

1. Fixed Telephone Network (YTD)

Number of Telephone lines in operation
Percent of main lines for residential use
Percent of main lines for business use
Percent of main lines in rural areas
Total capacity of local public switching exchanges
Number VoIP subscriptions
Number of IP-TV subscriptions
Fixed Public payphones
Kigali City
Eastern province
Western province
Northern province
Southern province
2. Mobile Cellular Network
Total number of Subscribers (HLR)
Number of Registered subscribers within 24 hrs (VLR)
Attached
 Detached
Number of Active subscribers generated revenues within 90 days
Postpaid
Pre-paid
Number of mobile public phones
Number of Smart phones used (Number of subscribers with 3G and 4G enabled devices)
Male
Female
M2M mobile-network subscriptions
Number of active Mobile Subscribers by Gender (It excludes those owned by companies or institutions)
Male
Female
Number of active Mobile Subscribers by age of the Owner (It excludes those owned by companies or institutions)
16 years
17-30 years
Above 30
3. Mobile network Coverage
Geographical coverage (%)
2G
2.5 G
3G
3.5 G
Land area used
Overall
Population coverage (%)
2G
2.5G
3G
3.5 G
Population used
Overall
Number of base stations (BTS)
2G
2.5G
3G
3.5G
Total number of BTS
Number base stations (BTS) per province
City of Kigali
Northern province
Southern Province
Eastern Province
Western Province
4. Fixed network coverage
Households covered by traditional public switched telephone network (PSTN)

Households covered by cable TV networks

Households covered by Fibre-to- the-premises network
Households covered by digital subscriber lines networks (DSL)
Households covered by digital subscriber lines networks (VDSL/VDSL vectoring)
Households covered by other fixed-wired networks
5. Mobile Money Services
Total number of subscribers with Mobile Money account
Male
Female
Others (Companies or institutions)
Number of subscribers with Mobile Money account generated revenues within 90 days
Male
Female
Others (Companies or institutions)
Number of all transactions accomplished
 Male
Female
Others (Companies or institutions)
Value for all transactions accomplished in Rwanda Francs
Male
Female
Others (Companies or institutions)
Number of deposit transactions
Male
Female
Others (Companies or institutions)
Value of deposit transactions in Rwandan Francs
Male
Female
Others (Companies or institutions)
Number of withdrawal transactions
Male
Female
Others (Companies or institutions)
Value of withdrawal transactions in Rwanda Francs
Male
Female
Others (Companies or institutions)
Number of transfer transactions
Male
Female
Others (Companies or institutions)
Value of transfer transactions in Rwanda Francs
Male
Female
 Others (Companies or institutions)
Number of Person to Person transfer transactions
Male
Female
Value of Person to Person transfers in Rwandan Francs
Male
Female
Number of commerce transactions
Male
Female
Others (Companies or institutions)
Value of commerce transactions in Rwandan Francs
Male
Female
Others (Companies or institutions)
Number of outgoing person to person transactions in East African Countries
Uganda
Burundi
Tanzania
Kenya
South Sudan
Value of outgoing person to person transactions in East African Countries (Frw)
Uganda
Burundi
Tanzania
Kenya
South Sudan
Number of outgoing person to person transactions in Rest of African Countries
Zambia
Malawi
 Congo Republic
Other country (specify)
Value of outgoing person to person transactions in Rest of African Countries
Zambia
Malawi
Congo Republic
Other country (specify)
Number of active Mobile Money Agents per province
City of Kigali
Northern province
Southern Province
Eastern Province
Western Province
6. Internet Subscriptions (Fixed,Wireless and Mobile)
a. Internet Subscriptions by Speed
Narrowband
Fixed, wireless narrow band (<256Kbps downlink)
Mobile Narrowband (EDGE, GPRS)
Broadband
i. Total Fixed (Wired) Broadband Subscribers
256 kbps to less than 2Mbps subscriptions
2 Mbps to less than 10 Mbps subscriptions
10 Mbps to less than 30Mbps subscriptions
30 Mbps to less than 100Mbps subscriptions
100 Mbps to less than 1Gbps subscriptions
ii. Total Wireless
BroadbandAbove 1Gbps subscriptions
Subscriptions
Satellite subscriptions
Terrestrial fixed wireless subscriptions
Terrestrial mobile wireless subscriptions
 Standard mobile subscriptions with use of data communications at broadband speeds
3G
4G
Dedicated mobile data subscriptions
3G
4G
b.Internet Subscriptions by Technology
Narrowband internet subscriptions
Total fixed (wired or wireless) narrowband Internet subscriptions
DSL Internet subscriptions
Fibre-to-the home/building
Satellite
Terrestrial fixed wireless
Fixed Cable Modem
Leased lines subscriptions
Other fixed (wired) narrowband Internet subscriptions

Broadband internet subscriptions

Total fixed (wired or wireless) broadband Internet subscriptions
DSL Internet subscriptions
Fibre-to-the home/building
Satellite
Terrestrial fixed wireless (e.g: Fixed WiMAX)
Fixed Cable Modem
Leased lines subscriptions
Other fixed (wired) broadband Internet subscriptions

Mobile Internet Subscriptions

GPRS
EDGE
 3G
3.5G
4G LTE
c. Internet subscriptions per type of subscriber
Fixed narrowband internet subscriptions
Households/Individuals
Private Companies
Public institutions
NGOs
Fixed broadband internet subscriptions
Households/Individuals
Private Companies
Public institutions
NGOs
Mobile internet subscriptions
Individuals
Households
Private Companies
Public institutions
NGOs
d. Internet subscriptions by province
Fixed narrowband internet subscriptions
City of Kigali
Northern province
Southern Province
Eastern Province
Western Province
Fixed broadband internet subscriptions
City of Kigali
Northern province
 Southern Province
Eastern Province
Western Province
Mobile internet subscriptions
City of Kigali
Northern province
Southern Province
Eastern Province
Western Province
e. Mobile-broadband subscriptions
Data and voice mobile-broadband subscriptions
Data-only mobile-broadband subscriptions (USB/ modem/ dongle subscriptions)
f. Mobile internet subscriptions by gender (It excludes those owned by companies or institutions)
Male
Female
g. Mobile internet subscriptions by age of the owner (It excludes those owned by companies or institutions)
16 years
17-30 years
Above 30
h. Internet bandwidth (Mbps)
a. Volume of equiped International Internet bandwidth (Mbps)
uplink
downlink
b. Volume of used International Internet bandwidth (Mbps)
uplink
downlink
c. Volume of equiped domestic internet bandwidth (Mbps)
uplink
downlink
d. Volume of used domestic internet bandwidth (Mbps)
 uplink
downlink

e. Bandwidth cost per Megabyte(USD/Mbps)

f. Suppliers of this equipped international internet bandwidth in Mbps (Please list your suppliers and the provided capacity per month)

g. Suppliers of this equipped domestic internet bandwidth in Mbps (Please list your suppliers and the provided capacity per month)

7. Staff Numbers
Total staff

a. Permanent staff
Domestic Staff
Female staff
Male
Foreign staff
Female staff
Male
b. Temporary staff
Domestic Staff
Female staff
Male staff
Foreign staff
 Female staff
Male staff
c. Outsourced staff
Domestic Staff
Female staff
Male staff
Foreign staff
Female staff
Male staff
e. Operator Service Retailers
Airtime retailers only
Airtime and device retailers
Device retailers only
8. Cumulative Investment within a year in Frw

Total investments in telecom in Frw

Non-tangible investment in Frw

Tangible investment in Frw

Fixed Voice telephone service investment in Frw
Mobile Voice telephone service investment in Frw

Fixed (wired) broadband investment in Frw

Fixed
Mobilewireless broadband investment n Frw
Fixed narrowband investment n Frw
data communication
investment n Frw
Foreign investment in telecommunications or foreign direct investment (FDI) in FRW

9. Cumulative Revenues within a year (FRW)

 Total revenues (FRW)

Revenue from fixedfrom

Revenue telephone
fixed services
Revenue
telephonefrom fixed telephone connection charges
subscription
Revenue from
Revenue charges
fixedfixed
from
telephone calls
national
calls
Revenue from fixed
international calls
Revenue from mobile networks
Mobile voice revenues
Mobile data revenues
Text and multimedia messaging revenues
Revenue
Revenue from mobile money services
Revenue from
from fixed
fixed
Revenue from data
(wired) services
broadband
value-added
services
telecommunication
services
Revenue from 4G LTE Services
Revenue from VoIP services
Revenue
Other from IPTV services
Revenue from handsets sales
telecommunication
revenues

Revenues per type of calls (FRW)

Revenue from pre-paid on-net voice traffic
Revenue from post-paid on-net voice traffic
Revenue from pre-paid on-net SMS traffic
Revenue from post-paid on-net SMS traffic
Revenue from pre-paid off-net voice traffic terminated to other mobile operators
Revenue from post-paid off-net voice traffic terminated to other mobile operators
 Revenue from pre-paid off-net SMS traffic
Revenue from post-paid off-net SMS traffic
Revenue from pre-paid off-net voice traffic terminated to fixed operators
Revenue from post-paid off-net voice traffic terminated to fixed operators
Revenue from call termination (calls originated from other mobile operators)
Revenue from SMS termination (SMS originated from other mobile operators)
Revenue from call termination (calls originated from fixed operators)
Total revenues per type of calls
10. BOP Indicators
Earnings from services provided to non-residents (i.e. inflows)
Expenses on services received from non-residents (i.e. outflows)

11. Traffic

11.1. Fixed Voice Telephone traffic

a. Number of Calls
Fixed Telephone Outgoing calls
OnNet
OffNet 1 (Please specify the operator)
Mobile
Fixed
OffNet 2 (Please specify the operator)
Mobile
Fixed
Uganda
Mobile
Fixed
Kenya
Mobile
Fixed
 Tanzania
Mobile
Fixed
Burundi
Mobile
Fixed
South Sudan
Mobile
Fixed
Rest of Africa
Mobile
Fixed
Rest of the World
Mobile
Fixed
Total
Fixed Telephone Incoming calls
OnNet
OffNet 1 (Please specify the operator)
Mobile
Fixed
OffNet 2 (Please specify the operator)
Mobile
Fixed
Uganda
Mobile
Fixed
Kenya
Mobile
Fixed
 Tanzania
Mobile
Fixed
Burundi
Mobile
Fixed
South Sudan
Mobile
Fixed
Rest of Africa
Mobile
Fixed
Rest of the World
Mobile
Fixed
Total
b. Number of Minutes
Fixed Telephone Outgoing calls
OnNet
OffNet 1 (Please specify the operator)
Mobile
Fixed
OffNet 2 (Please specify the operator)
Mobile
Fixed
Uganda
Mobile
Fixed
Kenya
Mobile
 Fixed
Tanzania
Mobile
Fixed
Burundi
Mobile
Fixed
South Sudan
Mobile
Fixed
Rest of Africa
Mobile
Fixed
Rest of the World
Mobile
Fixed
Total
Fixed Telephone Incoming calls
OnNet
OffNet 1 (Please specify the operator)
Mobile
Fixed
OffNet 2 (Please specify the operator)
Mobile
Fixed
Uganda
Mobile
Fixed
Kenya
Mobile
 Fixed
Tanzania
Mobile
Fixed
Burundi
Mobile
Fixed
South Sudan
Mobile
Fixed
Rest of Africa
Mobile
Fixed
Rest of the World
Mobile
Fixed
Total
11.2. Mobile Voice Telephone traffic
a. Number of Calls
Mobile Telephone Outgoing calls
OnNet
OffNet 1 (Please specify the operator)
Mobile
Fixed
OffNet 2 (Please specify the operator)
Mobile
Fixed
Uganda
Mobile
Fixed
 Kenya
Mobile
Fixed
Tanzania
Mobile
Fixed
Burundi
Mobile
Fixed
South Sudan
Mobile
Fixed
Rest of Africa
Mobile
Fixed
Rest of the World
Mobile
Fixed
Total
Mobile Telephone Incoming calls
OnNet
OffNet 1 (Please specify the operator)
Mobile
Fixed
OffNet 2 (Please specify the operator)
Mobile
Fixed
Uganda
Mobile
Fixed
 Kenya
Mobile
Fixed
Tanzania
Mobile
Fixed
Burundi
Mobile
Fixed
South Sudan
Mobile
Fixed
Rest of Africa
Mobile
Fixed
Rest of the World
Mobile
Fixed
Total
b. Number of Minutes
Mobile Telephone Outgoing calls
OnNet
OffNet 1 (Please specify the operator)
Mobile
Fixed
OffNet 2 (Please specify the operator)
Mobile
Fixed
Uganda
Mobile
 Fixed
Kenya
Mobile
Fixed
Tanzania
Mobile
Fixed
Burundi
Mobile
Fixed
South Sudan
Mobile
Fixed
Rest of Africa
Mobile
Fixed
Rest of the World
Mobile
Fixed
Total
Mobile Telephone Incoming calls
OnNet
OffNet 1 (Please specify the operator)
Mobile
Fixed
OffNet 2 (Please specify the operator)
Mobile
Fixed
Uganda
Mobile
 Fixed
Kenya
Mobile
Fixed
Tanzania
Mobile
Fixed
Burundi
Mobile
Fixed
South Sudan
Mobile
Fixed
Rest of Africa
Mobile
Fixed
Rest of the World
Mobile
Fixed
Total
11.3 SMS Traffic
Outgoing SMS
On net
OffNet
International
Uganda
Kenya
Tanzania
Burundi
South Sudan
 Rest of Africa
Rest of the World
Incoming SMS
On net
OffNet
International
Uganda
Kenya
Tanzania
Burundi
South Sudan
Rest of Africa
Rest of the World
11.4 VoIP minutes
Voice Over Internet Protocal Traffic (VoIP), in minutes
Domestic Internet traffic
11.5 International Roaming (IR) Services
11.5.1 Domestic subscribers while abroad
Number of subscribers roamed in
Uganda
Kenya
Tanzania
Burundi
South Sudan
Rest of Africa
Rest of the World
Total
Outgoing traffic
I R Number of calls to
Rwanda
 Uganda
Kenya
Tanzania
Burundi
South Sudan
Rest of Africa
Rest of the World
Total
IR Minutes carried to
Rwanda
Uganda
Kenya
Tanzania
Burundi
South Sudan
Rest of Africa
Rest of the World
Total
IR SMS Traffic to
Rwanda
Uganda
Kenya
Tanzania
Burundi
South Sudan
Rest of Africa
Rest of the World
Total
Incoming traffic
I R Number of calls from
 Rwanda
Uganda
Kenya
Tanzania
Burundi
South Sudan
Rest of Africa
Rest of the World
Total
IR Minutes carried from
Rwanda
Uganda
Kenya
Tanzania
Burundi
South Sudan
Rest of Africa
Rest of the World
Total
IR SMS Traffic from
Rwanda
Uganda
Kenya
Tanzania
Burundi
South Sudan
Rest of Africa
Rest of the World
Total
11.5.2 Foreign subscribers roaming in Rwanda
 Number of subscribers from
Uganda
Kenya
Tanzania
Burundi
South Sudan
Rest of Africa
Rest of the World
Total
Outgoing traffic
I R Number of calls to
Rwanda
Uganda
Kenya
Tanzania
Burundi
South Sudan
Rest of Africa
Rest of the World
Total
IR Minutes carried to
Rwanda
Uganda
Kenya
Tanzania
Burundi
South Sudan
Rest of Africa
Rest of the World
Total
 IR SMS Traffic
Rwanda
Uganda
Kenya
Tanzania
Burundi
South Sudan
Rest of Africa
Rest of the World
Total
Incoming traffic
I R Number of calls from
Rwanda
Uganda
Kenya
Tanzania
Burundi
South Sudan
Rest of Africa
Rest of the World
Total
IR Minutes carried from
Rwanda
Uganda
Kenya
Tanzania
Burundi
South Sudan
Rest of Africa
Rest of the World
 Total
IR SMS Traffic from
Rwanda
Uganda
Kenya
Tanzania
Burundi
South Sudan
Rest of Africa
Rest of the World
Total
International Roaming – Segmentation
Incoming (%)
Outgoing (%)
11.6 Data traffic
Internet Traffic in Gigabytes
Fixed (Wired)-broadband internet traffic
Mobile- Broadband internet traffic (Within the country)
Mobile- Broadband internet traffic for roaming-out (Own Subscribers)
Uganda
Kenya
Tanzania
Burundi
South Sudan
Rest of Africa
Rest of the World
Mobile- Broadband internet traffic for roaming-in (Foreign Subscribers)
Uganda
Kenya
Tanzania
 Burundi
South Sudan
Rest of Africa
Rest of the World
12. Tariffing (VAT inclusive)
Intallation fee for residential fixed telephone service
Intallation fees for business fixed telephone service
Monthly subscription for residential telephone service
Monthly subscription for business telephone service
VOICE TARIFF
Fixed telephone
Onnet tariff (Rwf/minute)
Peak hours tariff
Off Peak hours tariff
Promotional tariff
Offnet tariff (Rwf/minute) on mobile telephone
Peak hours tariff
Off Peak hours tariff
Promotional tariff
Offnet tariff (Rwf/minute) on fixed telephone
Peak hours tariff
Off Peak hours tariff
Promotional tariff
Regional tariff(Please specify the destination if possible) (Rwf/minute)
Peak hours tariff
Off Peak hours tariff
Promotional tariff
International tariff(Please specify the destination if possible) (Rwf/minute)
Peak hours tariff
Off Peak hours tariff
 Promotional tariff
Mobile Telephone
Onnet tariff(Rwf/minute)
Peak hours tariff
Off Peak hours tariff
Promotional tariff (Please list all promotional tariff if possible)
Offnet tariff (Rwf/minute) on mobile telephone
Peak hours tariff
Off Peak hours tariff
Promotional tariff
Offnet tariff (Rwf/minute) on fixed telephone
Peak hours tariff
Off Peak hours tariff
Promotional tariff
Regional tariff (Please specify the destination if possible)
Peak hours tariff
Off Peak hours tariff
Promotional tariff (Please list all promotional tariff if possible)
International tariff(Please specify the destination if possible)
Peak hours tariff
Off Peak hours tariff
Promotional tariff (Please list all promotional tariff if possible)
SMS Tariff
Onnet tariff
Offnet tariff
Regional tariff (Please specify the destination if possible)
International tariff (Please specify the destination if possible)
Mobile Telephone Internet (MB)
Mobile Internet tariff
Peak hours tariff
 Off peak hours tariff
Efffective Tariffs for Voice Packs, SMS and data ( Give the whole List and their effective tariffs)
Voice
1
2
etc
SMS
1
2
etc
Data
1
2
etc
Promotional Tariffs for Voice Packs, SMS and data ( Give the whole List and their effective tariffs)
Voice
1
2
etc
SMS
1
2
etc
Data
1
2
etc
Fixed internet tariff
Tariff Name (Fixed/Wireless/Mobile)
Intallatiom fees
Tariff/Day
1Mbps
2Mbps
3Mbps
4Mbps
5Mbps
6Mbps
7Mbps
Others………………………………………

Tariff/Week
1Mbps
2Mbps
3Mbps
4Mbps
5Mbps
6Mbps
7Mbps
Others………………………………………

Tariff/ Month
1Mbps
2Mbps
3Mbps
4Mbps
5Mbps
6Mbps
 7Mbps
Others………………………………………

4G LTE Device Charges (Give a list of all devices and their prices VAT Inclussive)
Standard tariff

Promotional Tariff

4G LTE Tariff ( List down all packages you have and their tariffs VAT Inclusive)
Standard tariff

Promotional Tariff
October November December Quarter (Avg,Cum,Tot)
List all countries and their respective tariff
 List all countries and their respective roaming tariff

SN Country Name of partner operator

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
Call to any Rwandan network (Frw/min) Call within the visited country (Frw/min)
Call to the Rest of the World (Frw/Min) Receiving calls (Frw/Min) SMS (Frw)
Data (Frw/MB)
 List all countries and their interconnection rate

SN Country Name of partner operator

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
Mobile interconnection rate (voice) SMS interconnection rate
Fixed interconnection rate (voice)
 List all package (Voice, SMS, and Data) for both prepaid and post-paid customers

SN Name of package Validity (days) Onnet minutes Offnet minutes Onnet SMS

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
customers

Price (Frw)
Rate (Frw)
Offnet SMS Data (MB)
October November December October November December
 Number of subscribers to this Number of Onnet minutes Number of Offnet minutes
package generated by this package generated by this package
October November December October November December October November
of Offnet minutes Number of Onnet SMS generated Number of Offnet SMS generated Data traffic generate
d by this package by this package by this package package
December October November December October November December October
Data traffic generated by this
package
November December
List all promotion and discounts for both prepaid and post-paid for Voice, SMS and data Packs (
both prepaid and post-paid for Voice, SMS and data Packs ( Give the whole List and their effective tariffs)
 FIXED NETWORKS PERFORMANCE
Parameters
Service provisioning uptime
Percentage of connections provided after registration of demand within 5 working days
Percentage of connections provided after registration of demand within period agreed (No ntwk presence)

Service Performance
Call Completion Rate (CCR)
Answer to Seizure ratio (ASR)
POI Congestion
Service activation time for fixed (wired) broadband subscriptions in days
Average fixed broadband speed (downloading), Mbps

Fault repair restoration time

Fault incidences (No. of faults/100 subscribers /month)
Percentage of faults repaired by next working day
Percentage of faults repaired within 3 days
Mean Time To Repair (MTTR)
Billing performance
Percentage bills disputed over all bills
Prepaid
Post paid
Resolution of billing complaints within 2 weeks

Disconnection
Disconnection complaint rate
Disconnection complaint resolved in 2 days
Disconnection complaint resolved in 5 days
Refund of deposits after closures within 30 days

Customer care service performance

Accessibility of call centre/ customer care
Call centre answer success ratio
Percentageage call answered by operator in 60 seconds (Call answer time)
Percentage customer complaints resolved within 24h
Percentage of customers complaints resolved within 3 days
Customer perception of the service
Percentage of customers satisfied with the provision of service
Percentage of customers satisfied with the billing performance
Percentage of customers satisfied with help services
Percentage of customers satisfied with network performance, reliability and availability
Complaints per 100 fixed broadband subscriptions
Percentage of customers satisfied with maintainability
PERFORMANCE
October November December QUARTER(Avg,Cum,Tot)
 CELLULAR MOBILE NE
THE FOLLOWING PARAMENTERS ARE RELATED TO INDIVIDUAL NETWO

Performance metrics
NETWORK AVAILABILITY
BTSs Accumulated downtime (not available for service)
Worst affected BTSs due to downtime
Radio Network (BTS ) Availability
BSC Availability
MSC Availability

NETWORK ACCESSIBILITY (Connection establishment)

BH SDCCH Congestion Rate (to be measured at BSC and cell levels)
BH TCH Congestion Rate (to be measured at BSC level )
BH % of Worst affected cells (having more than 3% TCH)
BH CSSR (%)
BH Call Setup Time (CST)
ON-Net
Interconnect (local)
International + Roaming
BH Location update success rate
BH Paging success rate

NETWORK RETAINABILITY (Connection maintenance)

BH Call Drop Rate (CDR)
BH Handover Success Rate (at all levels)
BH Connections with good voice quality
BH Call Completion rate (CCR)

SERVICE QUALITY
BH Interconnect Circuit (PoI) Congestion
BH SMS delivery success rate for handsets that are ON and in the service area
SMS end-to-end delivery time
Acknowledgement of delivery of all SMS/MMS/IMS messages sent
Number of complaints per day related to inability to meet SMS/MMS end-to end delivery time threshold
Voice-mail related complaints per day
Average mobile broadband speed (downloading), Mbps

NETWORK COVERAGE AND INTERFERENCE

Service coverage Area
Out-door signal level
 In-door signal level
In-vehicle signal level
Interference protection ratio
Co-channel C/I
Adjacent channel C/I

CAPACITY UTILIZATION
BH BSC capacity utilization
BH MSC capacity utilization
BH VLR capacity utilization
BH HLR capacity utilization
BH IN capacity utilization
BH Erlang Utilization/cell
BH Tranceiver Unit (TRX) Utilization
BH Congestion on trunks

REPAIR TIME
Resolution time of BTS faults impacting on traffic
Rural
Urban
Resolution time of BSC faults impacting on traffic
MSC-in-pool redundancy
Resolution time of MSC faults impacting on traffic
Time to repair other failures that affects traffic
Maximum time for transmission/physical link outage

DATA SERVICES
BH Circuit Switched Data Services (CDS)
Upstream data rate
Downstream data
BH Packet Switched Data Services (PDS)
Upstream data rate
Downstream
Compensation for data
hours of data
services not rendered

CUSTOMER ASSISTANCE PERFORMANCE

Customer Help lines (Call centre)

Accessibility of call centre/ customer care
Percentage calls answered within 60 seconds
Call-attempts before connecting to Customer Care Lines in less than three (3) times
Customer Care Lines to speak to a live agent with queuing time less than 5 minutes
Interface center
Physically attended to by relevant staff at customer care centers receided in less than 5 minutes
BILLING INTEGRITY
Metering and billing complaint rate
I. Post-paid
II. Pre-paid
Meetering and billing resolved within 48 hours
I. Post-paid
II. Pre-paid
Charging for calls/SMS messages at incorrect Rates or more than once resolved in 1 hr
Charging for services not rendered resolved in 1 hr
Charging for uncompleted/unsuccessful calls/SMS resolved in 1 hr
Charging for calls beyond their durations resolved in 24 hrs
Failed attempts to load recharge payments
a. for network related faults resolved in 3 hr
b. for software related faults resolved in 30 min
System failures at Contact Centers inhibiting bill payments resolved in 30 min
Failed attempts to check/determine the account balance resolved in 30 min
Number of complaints per day related to:
i. wrongly cleared balance
Recharge/bill payments
ii. wrong IVR to reflect on the account resolved in 1 hr
message
iii. failed attempts to determine the account balance
iv. failure to provide agreed content
Number of complaints per month related to incorrect settings by the operator leading to inhibition of two way commu
internationally.
Time for recharge/bill payments to reflect on the account.

Disconnection
Disconnection complaint resolved in 24 hrs
I. Post-paid
II. Pre-paid
Refund of deposits after closures within 60 days

CUSTOMER PERCEPTION OF SERVICE (Survey)

Customers satisfied with the provision of service
Customers satisfied with the billing performance
Customers satisfied with network performance, reliability and availability
Customers satisfied with maintainability
Customers satisfied with supplementary and value added services
Customers satisfied with help services including customer grievance redressal
Customers satisfied with overall service quality
Complaints per 100 mobile cellular subscriptions
Complaints per 100 mobile broadband subscriptions
NCE QUESTIONNAIRE
AND ARE SUBJECT TO QUATERLY REPORTING

QUARTER …./ 20…

October November December QUARTER(Avg,Cum,Tot)
PHONE CALL/SMS PHONE CALL/SMSPHONE CALL/SMS
15 DAYS 15 DAYS 15 DAYS
 CELLULAR MOBILE NETWORKS DIMENSIONING DATA

QUART

October

NETWORK COVERAGE AND DIMENSIONING

Service coverage Area (Km²)

Cellular Planning
Number of Clusters
Total Number of cells
MacroCell (>5 km)
MicroCell (3 – <5km)
PicoCell (<1km)
Total Number of BTS Sites
Omni directional sites
Sectorized sites
120°
180°
BTS/ Subs (Avg)
Urban
Rural
BTS/ Km2 (Avg)
Urban
Rural
Total sites added
Urban
Rural
Avg. BS Antenna Heights (m)
Urban
Rural
Number of MSC Sites
MSC/ BTS
MSC/ Subs

Frequency Planning
Reuse distance D (Km)
Frequency Reuse factor (pattern) - Cluster size (N)
Reuse mode (e.g: 4*3 (12 frequencies) )
Co-channel reuse Ratio (Q)
 Spectral efficiency
Total Allocated Spectrum
900Mhz
1800 MHz
Cell Channel Assignment
% Spectrum allocated to Traffic channel
% Spectrum allocated to Control (Signaling) channel
Busy Hour mErlangs carried per sq km per MHz
Busy Hour mErlangs per subscriber
Subs/Km2/MHz
Avg. Subs/Km2 (Urban)
Avg. Subs/Km2 (Rural)

Capacity and Utilization

Equipped Capacity of Network in respect of Traffic (Erlangs)
Total traffic handled in TCBH in erlang

Total no. of customers served (as per VLR) on last day of the quarter

Interference
Signal-to-Interference Ratio (S/I) - Urban
Signal-to-Interference Ratio (S/I) - Rural
WORKS DIMENSIONING DATA

QUARTER …./ 20…

November December QUARTER(Avg,Cum,Tot)