The Communication Commission of Kenya (CCK) is closing in on ensuring that Kenyans make informed choices in the mobile telecommunications market. Information Minister Samuael Poghisio said in parliament on 16th August 2012 that the ministry is planning to ammend the Kenya Information and Communications Act, Cap 411A in the Section 23 of the constitution, an exercise that will see operators pay higher fines for providing poor services. This leaves the operators with no chance other than stepping up to improve on delivering quality services.
The CCK presently fines KES 500,000 on operators who don’t offer the stipulated quality-of-service standards. According to the previous Quality of Service (QoS) report by CCK (2010/2011), not a single operator out of the four met the standards of the network quality.
There are eight Key Performance Indicators that CCK uses to monitor the performance of the network operators; Call Set Up Success Rate, Completed Call Rates, Dropped Calls, Blocked Calls, Speech Quality, Handover Success Rate, Call Set Up Time and Signal Strength. The report further indicates that, Airtel Kenya Ltd, Essar Telecom and Safaricom Ltd met six (6) out of the eight (8) Quality of Service parameters attaining a compliance rate of 75%, while Telkom Kenya met four (4), a compliance rate of 50%.