In its endeavour to enhance consumer satisfaction and improve the end-user experience of telecommunications services in the Sultanate, the TRA strives to effectively monitor the performance of service provider’s networks, systems and related work processes from all aspects.
The term Quality of Service is often used vaguely without understanding its precise meaning, however TRA Oman has used the ITU definition to define it here (as per Recommendation ITU-T E.800);
Quality of Service is,
“Totality of characteristics of a telecommunications service that bear on its ability to satisfy stated and implied needs of the user of the service.”
How TRA ensures QoS of telecommunications services
The TRA issued a QoS regulation to monitor the service provider’s overall network performance and customer service by translating each aspect of the service providers’ delivered service into indicators which can be measured quantitatively to assess their performances against a set of targets, set precisely by TRA, as per global benchmarks. These indicators are defined as Key Performance Indicators (KPIs).
To view TRA QoS regulation, click on the link below:QoS KPI Resolution 13/2011
To view TRA QoS KPIs measurement guidelines, click on the link below:QoS KPI Measurement Guidelines – Resolution 22/2011
Quarterly QoS KPI Reports
The telecom service providers (or Class I Licensees) are obliged to measure the KPIs as per TRA QoS resolutions and submit a report of their performance achievements every quarter as proof of compliance to TRA QoS standards.
The main Quality of Service metrics used to define mobile and fixed voice services are illustrated in a graphical form indicating the service provider’s performance trends over the last 6 years.
KPI Audit & Network Benchmarking
Regular audit and network benchmarking helps TRA to gain an independent view on the service providers’ delivered QoS.2013 KPI Audit & Nation-wide Network Benchmarking
TRA Field Tests & Survey Reports
TRA conducts field testing and benchmarking from time to time to assess and provide independent comparison of the performance of service provider’s mobile networks.
TRA conducted QoS field tests and surveys in numerous regions to assess the services present there, to enquire about the requirements of the residents with respect to telecommunications services and to check performance of existing mobile networks. In addition, the aim of the exercise is to increase public awareness regarding the coverage status in their areas which in turn helps them to make informed choices when opting for various telecommunications services.
The report of these field tests and surveys is accessible for viewing on the link below:
The TRA plays an active role in helping to resolve consumer complaints with respect to weak coverage, slow internet throughput, poor QoS and also new service provision requests from areas not served by basic voice or mobile broadband networks.
The TRA collaborates with the service providers in investigating the issue of concern to the complainant in order to facilitate its resolution.
A statistical representation is presented below for the complaints received and handled by TRA with respect to QoS in the year 2013 and 2014: