REPORT ON AUDIT & ASSESSMENT OF QUALITY OF SERVICE OF ... · But for parameters such as ‘Worst...

REPORT

ON

AUDIT & ASSESSMENT OF QUALITY OF SERVICE

OF

CELLULAR MOBILE TELEPHONE SERVICE

FOR

NORTH ZONE – RAJASTHAN CIRCLE

Report Period: Jan 2011 – March 2011

Telecommunications Consultants India Ltd. TCIL Bhawan, Greater Kailash Part – I

New Delhi – 110048 Phone: +91–11–26202020 Fax: +91-1126242266

Internet: http://www.tcil-india.com

Telecommunications Consultants India Limited

Audit and Assessment of QoS (Q1‐2011): RAJASTHAN CIRCLE

Table of Contents CHAPTER-1: Introduction

I. Background II. Objectives and Methodology

CHAPTER-2: Executive Summary

I. Preface II. Findings from Quality of Service Audit (Operator wise for each parameter)

(A) Cellular Mobile Telephone Service Providers - 3 days Live Data Audit - One Month Data Audit - Operator Assisted Drive Test - Independent Drive Test

(B) Basic Telephone Service (Wireline) Providers

- Not conducted for this quarter

(C) Broadband Service Providers - Not conducted for this quarter

CHAPTER-3: Audit-PMR data verification results

I. Cellular Mobile Telephone Service II. Basic Service (Wire Line) Service

- Not conducted for this quarter III. Broadband Service

- Not conducted for this quarter CHAPTER-4: Detailed Findings & Analysis

I. Cellular Mobile Telephone Service

(A) MSC audit 1) 3 days live measurement data assessment & summarized findings 2) One month audit data report & summarized findings 3) Sample coverage 4) Performance (Graphical Representation) 5) Critical Analysis

(B) Redressal

1) Sample coverage 2) Performance based on live measurement for three days 3) Live calling to call center 4) Level 1 calling 5) Critical Analysis



(C) Inter operator call assessment 1) Sample coverage 2) Performance based on live measurement 3) Performance based on data collected from MSCs 4) Critical Analysis

(D) Drive test of the mobile network of service providers

1) Sample Coverage 2) Performance (for the respective cities) 3) Critical Analysis

(E) Independent Drive Test

1) Sample coverage 2) Performance (for the respective cities) 3) Critical Analysis

(F) Compliance report (Status of service providers with respect to the QoS)

II. Basic Telephone Service (Wireline) Providers - Not conducted for this quarter

III. Broadband Service Providers

- Not conducted for this quarter



CHAPTER-1: INTRODUCTION

I. Background TRAI’s mission is to create and nurture conditions for growth of telecommunications in the country in a manner and at a pace, which will enable India to play a leading role in emerging global information society. One of the main objectives of Telecom Regulatory Authority of India (TRAI) is to provide a fair and transparent policy environment, which promotes a level playing field and facilitates fair competition. In pursuance of above objective TRAI has issued from time to time a large number of regulations, orders and directives to deal with issues coming before it and provided the required direction to the evolution of Indian telecom market from a Government owned monopoly to a multi-operator multi service open competitive market. The directions, orders and regulations issued cover a wide range of subjects including tariff, interconnection and quality of service as well as governance of the Authority. The purpose of laying down Quality of Service Parameters is to: i) Create conditions for consumer satisfaction by making known the quality of service,

which the service provider is required to provide, and the user has a right to expect. ii) Measure the Quality of Service provided by the Service Providers from time to time

and to compare them with the norms so as to assess the level of performance. iii) Generally protect the interests of consumers of telecommunication services.

TRAI has been carrying out regular reviews of the status of quality of service of the networks of all operators. In continuation to these efforts, TRAI has selected through bidding process TCIL as the Audit Agency to audit and assess the Quality of Service rendered by the service providers’ namely Basic (Wireline) Services, Cellular Mobile Telephone (Wireless) Services and Broadband Services. The Audit for various telecom circles within the Zones has been distributed across four quarterly periods. The parameters that need to be measured for Basic and Cellular Mobile Services have been specified in the TRAI notification on Quality of Service of Basic (Wireline) and Cellular Mobile (wireless) Services, 2009. The parameters for Broadband Services have been specified in the TRAI notification for Quality of Services of Broadband Service Regulation, 2006.



II. Objectives and Methodology The primary objective is to audit and assess the Quality of Service being rendered by Basic, Cellular Mobile & Broadband services against the parameters notified by TRAI. The audit and assessment of Quality of Service is conducted for all the basic service providers, unified access service providers, cellular mobile service providers and ISPs (Internet Service Provider) for basic wireline, Cellular Mobile Telephone Services and broadband service. TCIL has undertaken the following audit works as per the Terms of Reference (TOR): i) Verification of the data submitted by the service providers to TRAI as part of QoS

monitoring reports i.e. Quarterly Performance Monitoring Reports (PMRs) and monthly Point of Interconnection (POI) Congestion Reports with reference to the records maintained by the service provider.

ii) Verification of the performance of service providers against the Quality of Service

benchmarks laid down by TRAI using live measurement for 3 days during the month in which the audit and assessment is carried out.

iii) Verification of the performance of service providers against the Quality of Service

benchmarks laid down by TRAI using the data for the entire month during which the live measurement is carried out.

iv) Drive tests of the mobile networks both operators assisted and independent drive test

(as and where required). v) Billing and call center’s data verification.

vi) Live testing of the efficiency of the call center / customer care help line.

To fulfill the above mentioned Scope of Work audit was performed on different Systems, Facilities and Field data collection. Systems audited:-

1. Network Switching Centre (NSS) 2. Base Station Subsystem(BSS) 3. Billing Applications 4. Customer Care applications

Facilities audited:-

1. Billing documents. 2. Customer Care records.

Field data collections carried out:-

1. RF network coverage including KPIs (Key Performance Index) 2. Inter Operator Call Assessment 3. Checking of Customer Billing/Refund Complaints (Random sample) 4. Customer Care efficiency 5. The live calling was made to assess the quality of services for Inter Operator Call

Assessment, Customer Billing/Refund Complaints and Customer Care efficiency.



In order to carry out the above scope of work:-

TCIL auditors visited all the NSS (Network Sub System) and BSS (Base-station Sub System) to check data for all the operators in their respective service area.

All the NSS and BSS data for the relevant details were collected either directly

from the centralized NOC or through a remote access to the NOC.

The Radio parameters were audited/ verified from the data collected from OMC-R (Operation and Maintenance Center – Radio, as part of BSS data).

The Drive test was conducted in high, low and medium dense areas including

highways, commercial complex and residential areas and special attention was paid for the areas for which TRAI has received complaints.

The POI and other network related parameters were audited/ verified from the

data collected from the OMC-S (Operation and Maintenance Center – Switch as part of NSS data).

The data related to Billing and Customer care was checked for the previous

month and verified with the customers by calling them on random basis. The process of registration and handling of the complaints was also studied for the various operators. Call centre number were called for measuring the efficiency of the call centre.

The inter operator call assessment test was carried out during the time period as

is specified in the tender document. TCBH (Time Consistent Busy Hour) is taken after observation of the traffic consistently for 3 days prior to the audit activity.

Data has been collected for busy hour of network in case of live assessment &

month of audit for all service providers & verified that service providers are providing busy hour data only for QoS service. We found that TCBH hour is matching with network busy hour as provided by service providers for Rajasthan Circle. But for parameters such as ‘Worst affected cell exceeding 3% TCH drop’ and ‘BTSs accumulated down time’ CBBH (Cell Bouncing Busy Hour) was taken instead of TCBH (Time Consistent Busy Hours) as per the TRAI new regulation 2009. This has resulted in high value for ‘Cell exceeding 3% TCH drop’ parameter for some of the service providers.



CHAPTER-2: EXECUTIVE SUMMARY

I. Preface This report highlights the findings for the audit & assessment of Quality of Service of Cellular Mobile Services in Rajasthan Circle in 1st quarter (January – March 2011). The primary data collection and verification of records (PMR data verification – quarterly) maintained by various operators was undertaken during the period July – September 2010. Following are the various operators covered in Rajasthan Circle (North Zone) for Cellular Mobile (Wireless) services QoS audit & assessment. The Month of audit & TCBH information is also given below:

Sl. Name of Service Provider Month of Audit TCBH Hour GSM Operators

1 Aircel Ltd March-2011 2000-2100 Hrs 2 Airtel Ltd March-2011 2000-2100 Hrs 3 BSNL March-2011 2000-2100 Hrs 4 Etisalat March-2011 2000-2100 Hrs 5 Idea March-2011 2000-2100 Hrs 6 Loop March-2011 2000-2100 Hrs

7 Reliance Communication (GSM)

March-2011 2000-2100 Hrs

8 Tata Communications (GSM)

March-2011 2000-2100 Hrs

9 Videocon March-2011 2000-2100 Hrs 10 Vodafone March-2011 2000-2100 Hrs

CDMA Operators 11 MTS (CDMA) March-2011 2000-2100 Hrs

12 Reliance Communication (CDMA) March-2011 2000-2100 Hrs

13 Tata Communications (CDMA) March-2011 2000-2100 Hrs

Note: During Rajasthan Circle Audit for Q1, it was found:

1. Tata GSM and Aircel are in ICR (Intra-Circle Roaming) with Idea in Jaipur and Tata GSM in Ajmer & Alwar respectively.

2. Loop, Etisalat and Videocon are under roll out obligation.

II. Findings from Quality of Service Audit (Operator wise for each parameter) (A) Cellular Mobile Telephone Services

3 days Live Data Audit

3 days Live Data Audit Benchmar

k Aircel Airtel BSNL Etisalat Idea Loop Rcom

GSM Tata GSM

Videocon

Vodafone MTS Rcom

CDMA Tata

CDMA S/N Name of Parameter

GSM Operators CDMA Operators 1 Connection Establishment

(Accessibility)

a) CSSR (Call Setup Success Rate) >=95% 97.32% 99.41% 96.84% 99.70% 98.35% 96.62% 99.56% 96.96% 98.52% 99.37% 98.15% 99.49% 98.91%

b) SDCCH/PAGING congestion <=1% 0% 0.16% 0.04% 0.06% 1.25% 0% 0.16% 0.32% 0.01% 0.16% 0% 0% 0%

c) TCH congestion <=2% 0% 0.25% 0.02% 0% 1.61% 0% 0.24% 0.43% 0.35% 0.19% 0.96% 0.09% 0.06% 2 Connection maintenance

(Retainability)

a) CDR <=2% 1.13% 0.95% 0.54% 1.46% 1.33% 1.16% 0.41% 0.86% 2.90% 0.82% 0.78% 0.09% 0.56% b) Worst affected cells>3% TCH drop <=5% 4.80% 2.56% 8.67% 15.43% 9.26% 0.00% 4.29% 3.56% 0.00% 4.47% 2.47% 0.24% 3.33%

c) Good voice quality >=95% 97.38% 98.89% 98.16% 98.02% 96.86% 99.96% 95.24% 98.2% 99.62% 97.89% NA NA NA 3 No. of POI ‘s having congestion

>0.5% 3 3 0 1 2 0 0 0 2 0 1 0 0

4 Response time to customers for assistance

a) Accessibility of call centre/Customer Care >=95% 93% 100% 100% 97.80% 100% 100% 100% 99% 100% 100% 99% 100% 100%

b) % call answered by operators(voice to voice) within 60 sec.

>=90% 93.33% 97% 98% 100% 48% 100% 100% 73.5% 100% 99% 98.44% 100% 98%

NA: Not Applicable, NR:Not Received

From the 3 days live data assessment, it is found that all the operators are meeting the network parameters by and large, except for BSNL, Idea & Etisalat not meeting the benchmark for “Worst affected cells>3% TCH drop” with the value of 8.67%, 15.43%, & 9.26% respectively, Videocon not meeting the benchmark for "CDR" with the value of 2.90%. In case of POI, it is observed that almost all operators are having congestion but some operators individual POI’s are having congestion greater than 0.5%. Since Loop Telecom is having very low subscriber base with 6 no. of Operational BTS (under roll out obligation), the voice quality is showing a higher value of 99.96%. Similar trend is also found for Videocon & Etisalat both under roll out obligation. Performance related to customer care data is found to be satisfactory for most of the operators. Aircel is having a below benchmark value for “accessibility of call centre” parameter with the value of 93%, and Idea and Tata GSM are having a below benchmark value for "% call answered by operators (voice to voice) within 60 sec" with 48% & 73.50% respectively.



One Month Data Audit:

One Month Data Audit Bench-mark

Aircel Airtel BSNL Etisalat Idea Loop Rcom GSM

Tata GSM Videocon Vodafone MTS Rcom

CDMA Tata

CDMA S/N Name of Parameter

GSM Operators CDMA Operators (A)

Network Service Quality Parameter

1 Network Availability

a) BTS Accumulated Downtime <=2% 0.16% 0.08% 1.81% 0.24% 0.11% 0.72% 0.33% 0.01% 0.25% 0.17% 0.14% 0.43% 0.03%

b) Worst affected BTSs due to downtime

<=2% 0% 0.13% 6.79% 0% 0.22% 0% 1.05% 0% 0% 1.29% 0% 1.23% 0%

2 Connection Establishment (Accessibility)


b) SDCCH/PAGING congestion <=1% 0% 0.18% 0.15% 0.12% 0.62% 0.06% 0.25% 0.05% 0.02% 0.30% 0% 0% 0%

c) TCH congestion <=2% 0% 0.27% 0.73% 0.44% 0.80% 0% 0.18% 0.17% 0.18% 0.28% 0.54% 0.07% 0.11%

3 Connection maintenance (retainability)

a) CDR <=2% 1.18% 0.96% 1.55% 1.40% 1.41% 0.09% 0.41% 0.79% 1.68% 0.91% 1.02% 0.07% 0.69% b) Worst affected cells>3% TCH drop <=5% 4.83% 2.61% 8.70% 18.57% 9.47% 0% 4.38% 2.82% 0.00% 3.10% 4.79% 0.26% 4.15%

c) Good voice quality >=95% 97.23% 98.93% 98.18% 98.31% 96.67% 99.98% 98.51% 98.27% 99.44% 97.94% NA NA NA 4 No. of POI ‘s having

congestion >0.5% 3 3 0 1 2 0 0 0 2 0 1 0 0

(B)

Customer Service Quality Parameters

5 Metering/billing credibility-Post paid <= 0.1% 0% 0.01% 0.098% Pre-paid 0.06% Pre-

paid 0.14% 0.14% Pre-paid 0.10% 0.03% 0.10% 0.14%



From the month data assessment, it is found that all the operators are meeting the network parameters by and large, except for BSNL not meeting the benchmark for “Worst affected BTSs due to downtime” with the value of 6.79%. BSNL, Etisalat and Idea not meeting the benchmark for "Worst affected cells>3% TCH drop" with the value of 8.70%, 18.57% and 9.47% respectively. In case of POI, it is observed that almost all operators are having congestion but some operators individual POI’s are having congestion greater than 0.5%. Since Loop Telecom is having very low subscriber base with 6 no. of Operational BTS (under10% roll out obligation), the voice quality is showing a higher value of 99.98%. Similar trend is also found for Videocon & Etisalat both under roll out obligation. Performance related to customer care data is found to be satisfactory for most of the operators. Idea is below the benchmark for "accessibility of call centre" with the value of 86%. A below benchmark performance is observed in case of Aircel (89%), Airtel (82%), Idea (52%) and Tata GSM (64%) for “% call answered by operators(voice to voice) within 60 sec" parameter. RCOM GSM, Tata GSM & Tata CDMA are not meeting the benchmark for "Metering/Billing Credibility (Post/Pre-Paid)"

6 Metering /billing credibility-Pre paid <= 0.1% 0.07% 0.01% 0.09% 0.00% 0.03% 0.00% 0.09% 0.00% 0.00% 0.03% 0.05% 0.10% 0.00%

7 Resolution of billing/ charging complaints

100% within 4 weeks

a) Period of applying credit/waiver/adjustment to the customers account from the date of resolutions of complaints

<=1 week 100% 100% 100% 100% 100% 100% 100% 100% 100% 98% 100% 100% 100%


a) Accessibility of call centre/Customer Care

>=95% 97% 100% 100% 98.47% 86% 100% 100% 99% 100% 100% 99.46% 100% 100%


>=90% 89% 82% 92% 97.24% 52% 100% 100% 64% 100% 96.41% 97% 100% 98.78%

9 Termination/closure of service <=7days 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

10 Time taken for refunds of deposits after closures.

100% within 60

days 100% 100% 100% NA 98% NA 100% 100% NA 100% 100% 100% 89%

NA: Not Applicable, NR: Not Received,

Operator-Assisted Drive Test

SN Parameter City Name Aircel Airtel BSNL Idea Rcom

GSM Tata GSM Vodafone MTS Rcom

CDMA Tata

CDMA

1.1 Blocked Call Rate (<=3%)

Jaipur 0.68% 0% 0% 1.78% 0% ICR (Idea) 0% 0% 1.99% 0%

Ajmer ICR (TATA GSM)

0% 0% 0% 1.67% 0% 0% 0% 1.99% 0.63% Alwar 0% 1.99% 1.67% 0% 0% 0% 0% 1.99% 0%

1.2 Dropped Call Rate (<=2%)

Jaipur 0% 0% 1% 0.89% 1.72% ICR (Idea) 0.59% 0% 1.55% 0.72%


0% 1.77% 0% 0% 0% 0.99% 0% 1.04% 0% Alwar 0% 1.54% 1.22% 0% 0% 0% 0% 0% 1.28%

1.3

Percentage of connections with good voice quality (=>95%)

(i) 0-4 (w/o frequency hopping)

Jaipur 98.10% 97% 99.78% Ajmer 98.63% 94% 97.75% Alwar 96.64% 98% 95.97%

(ii) 0-5 ( with frequency hopping)

Jaipur 95.12% 96% 98.10% 97.52% 95.82% ICR (Idea) 95.12%


96% 99.00% 95.27% 95.14% 95.01% 95.43% Alwar 96% 98.50% 98.66% 98% 95.99% 95.13%

1.4

Call Setup Success Rate (>=95%)

Jaipur 99.31% 100% 100% 98.21% 100% ICR (Idea) 100% 100% 98% 100%


100% 100% 100% 98.32% 100% 100% 100% 98% 99.36% Alwar 100% 98% 98.32% 100% 100% 100% 100% 98% 100%

Note:

1. Loop, Videocon & Etisalat are working under Roll out obligation. 2. Tata GSM and Aircel are in ICR (Intra Circle Roaming) with Idea (Jaipur) and Tata GSM (Ajmer

& Alwar) respectively. Key observations as could be derived from the table are as under: • Percentage of connections with good voice quality benchmark is not met by RCOM CDMA in Ajmer (94%). For this parameter rest all operators are meeting the benchmark. . It is observed that in voice quality BSNL performance is better than other GSM operators.



Independent Drive Test

SN Parameter City Name Aircel Airtel Idea Rcom

GSM Vodafone MTS Rcom CDMA

Tata CDMA

1.1 Blocked Call Rate (<=3%) Jaipur 3.49% 0% 0 % 0.56% 0% 0% 1.33% 0%

1.2 Dropped Call Rate (<=2%) Jaipur 0% 0% 0% 0% 0% 0% 1% 0%

1.3



Jaipur 98.02% 98% 99.4%


Jaipur 96.51% 96% 96.7% 95.03% 95.17%

1.4 Call Setup Success Rate (>=95%)

Jaipur 96.51% 100% 100% 99.44% 100% 100% 98.66% 100%

NA: Not Applicable, NR: Not Received Key observations as could be derived from the table are as under: • Aircel with a value of 3.49% is not meeting the benchmark for the parameter “Blocked call rate” in Jaipur. . All operators are meeting the benchmark for rest of the parameter.

PMR Verification

Pmr Benchmark Audit Aircel Airtel BSNL Etisalat Idea Loop

Rcom GSM

Tata GSM Videocon Vodafone MTS

Rcom CDMA

Tata CDMA

S/N Name of Parameter

GSM Operators CDMA Operators (A) Network Service Quality Parameter


BTS Accumulated Downtime <=2% Reported NA 0.12% 2.22% 0.50% 0.10% 0.49% 0.44% 0.04% 0.47% 0.19% 0.23% 0.23% 0.02%

Verified NA 0.12% 2.22% 0.50% 0.10% 0.49% 0.44% 0.04% 0.47% 0.19% 0.23% 0.23% 0.02%

Worst affected BTSs due to downtime <=2% Reported NA 0.33% 11.53% 0.00% 0.02% 0.00% 1.46% 0.00% 0.00% 1.07% 0.00% 0.73% 0.00%

Verified NA 0.33% 11.53% 0.00% 0.02% 0.00% 1.46% 0.00% 0.00% 1.07% 0.00% 0.73% 0.00% 2 Connection Establishment (Accessibility)

CSSR (Call Setup Success Rate) >=95% Reported NA 99.39% 98.40% 99.22% 98.82% 99.00% 99.46% 99.27% 96.78% 99.35% 98.43% 99.43% 99.76%

Verified NA 99.39% 98.40% 99.22% 98.82% 99.00% 99.46% 99.27% 96.78% 99.35% 98.43% 99.43% 99.76% SDCCH/PAGING congestion <=1% Reported NA 0.18% 0.18% 0.05% 0.58% 0.01% 0.12% 0.07% 0.03% 0.18% 0.00% 0.00% 0.00%

Verified NA 0.18% 0.18% 0.05% 0.58% 0.01% 0.12% 0.07% 0.03% 0.18% 0.00% 0.00% 0.00%

TCH congestion <=2% Reported NA 0.26% 0.84% 0.01% 0.86% 0.00% 0.09% 0.01% 0.00% 0.18% 0.27% 0.09% 0.03%

Verified NA 0.26% 0.84% 0.01% 0.86% 0.00% 0.09% 0.01% 0.00% 0.18% 0.27% 0.09% 0.03%

3 Connection maintenance (Retainability)

CDR <=2% Reported NA 1.01% 1.69% 1.67% 1.71% 1.13% 0.44% 0.63% 1.53% 1.22% 0.70% 0.88% 0.50%

Verified NA 1.01% 1.69% 1.67% 1.71% 1.13% 0.44% 0.63% 1.53% 1.22% 0.70% 0.88% 0.50% Worst affected cells>3% TCH drop <=5% Reported NA 2.93% 8.55% 0.13% 11.49% 0.00% 1.67% 4.21% 0.00% 4.79% 4.02% 0.38% 0.24%

Verified NA 2.93% 8.55% 0.13% 11.49% 0.00% 1.67% 4.21% 0.00% 4.79% 4.02% 0.38% 0.24%

Good voice quality >=95% Reported NA 98.92% 97.98% 98.12% 97.20% 99.00% 98.57% 98.64% 99.54% 97.18% 99.00% 98.15% 99.63%

Verified NA 98.92% 97.98% 98.12% 97.20% 99.00% 98.57% 98.64% 99.54% 97.18% 99.00% 98.15% 99.63%

4 No. of POI having congestion >0.5% Reported NA 0 0 0 0 0 0 0 0 0 0 0 0

Verified NA 0 0 0 0 0 0 0 0 0 0 0 0 (B) Customer Service Quality Parameters

5 Metering/billing credibility-Post paid <= 0.1% Reported NA 0.02% 0.05% NA 0.03% NA 0.08% 0.130% NA 0.09% 0.040% 0.080% 0.060%

Verified NA 0.02% 0.05% NA 0.03% NA 0.08% 0.130% NA 0.09% 0.040% 0.080% 0.060%



6 Metering /billing credibility-Pre paid <= 0.1% Reported NA 0.01% 0.21% 0.31% 0.03% 0.00% 0.06% 0.003% 0.00% 0.02% 0.020% 0.070% 0.030%

Verified NA 0.01% 0.21% 0.31% 0.03% 0.00% 0.06% 0.003% 0.00% 0.02% 0.020% 0.070% 0.030%

7 Resolution of billing/ charging complaints 100% within 4 weeks

Reported NA 100% 98% 100% 100% NA 100.0% 100% NA 100.0% 100% 100% 100%

Verified NA 100% 98% 100% 100% NA 100.0% 100% NA 100.0% 100% 100% 100%

Period of applying credit/waiver/adjustment to the customers account from the date of resolutions of complaints

<=1 week Reported NA 100% 100% 100% 100% NA 100.0% 100% NA 100.0% 100% 100% 100%

Verified NA 100% 100% 100% 100% NA 100.0% 100% NA 100.0% 100% 100% 100%

NA: Not Applicable, NR: Not Received


Accessibility of call centre/Customer Care >=95% Reported NA 100% 100% 98.78% 88% 100% 64% 100.00%

100% 100% 95% 100% 99%

Verified NA 100% 100% 98.78% 88% 100% 64% 100.00%

100% 100% 95% 100% 99%

% call answered by operators(voice to voice) within 60 sec.

>=90% Reported NA 85.30% 91% 99.26% 70% 100% 89.00% 74.63% 100% 97.69% 94% 94% 93.17%

Verified NA 85.30% 91% 99.26% 70% 100% 89.00% 74.63% 100% 97.69% 94% 94% 93.17%

9 Termination/closure of service

No. of requests for Termination / Closure of service complied within 7 days during the quarter

<=7days Reported NA 100% 99% NA 100% NA 100% 100% NA 100% 100% 100% 100%

Verified NA 100% 99% NA 100% NA 100% 100% NA 100% 100% 100% 100%

10 Time taken for refunds of deposits after closures. 100% within 60 days

Reported NA 100% 100% NA 100% NA 100% NA NA 100% 100% 100% 91%

Verified NA 100% 100% NA 100% NA 100% NA NA 100% 100% 100% 91% NA: Not Applicable, NR: Not Received

a. The figures proved by all the operators match the figures obtained on verification. b. Only BSNL & Idea are not meeting the benchmark for the parameter "Worst affected cells>3% TCH drop" with high margins. c. In case of POI congestion all operators are meeting the parameters. d. Tata GSM is not meeting the benchmark for "Metering/Billing Credibility-Postpaid", while BSNL & Etisalat are not meeting the benchmark for "Metering/Billing Credibility-Prepaid" with little margin. e. BSNL is not meeting the benchmark for "Resolution of billing/ charging complaints within 4 weeks". f. Accessibility of Idea's and RCOM GSM Customer Care Centre is very poor, 88% and 64% respectively. g. "% call answered by operators (voice to voice) within 60 sec." benchmark is not met by Airtel, Idea, RCOM GSM, & Tata-GSM. h. Tata-CDMA is not meeting the 60 days' benchmark for "Refund of deposits after closure of connection".



3 Days Live Data Assessment & Summarized Findings

S/N Name of Parameter

Benchmark Aircel Airtel BSNL Etisal

at Idea Loop Rcom GSM

Tata GSM

Videocon Vodafone MTS Rcom

CDMA Tata CDMA

GSM Operators CDMA Operators

A Network Service Quality Parameter


a) CSSR >=95% 97.32% 99.41% 96.84% 99.7% 98.35% 96.62% 99.56% 96.96% 98.52% 99.37% 98.15% 99.49% 98.91%

b) SDCCH/PAGING congestion <=1% 0.00% 0.16% 0.04% 0.06% 1.25% 0.00% 0.16% 0.32% 0.01% 0.16% 0% 0% 0%

c) TCH congestion <=2% 0.00% 0.25% 0.02% 0.00% 1.61% 0.00% 0.24% 0.43% 0.35% 0.19% 0.96% 0.09% 0.06% 2 Connection maintenance a) CDR <=2% 1.13% 0.95% 0.54% 1.46% 1.33% 1.16% 0.41% 0.86% 2.90% 0.82% 0.78% 0.09% 0.56% b) Cells having > 3% TCH

drop <=5% 4.80% 2.56% 8.67% 15.43% 9.26% 0.00% 4.29% 3.56% 0.00% 4.47% 2.47% 0.24% 3.33%

c) Good voice quality >=95% 97.38% 98.89% 98.16% 98.02% 96.86% 99.96% 95.24% 98.20% 99.62

% 97.89% NA NA NA

d) No. of cells > 3% TCH drop 141 527 919 12 853 0 319 146 0 820 110 4 95

e) Total no. of cells in the network 2969 20496 10602 66 9296 18 7437 4115 12 18342 4444 NA 2845

3 No. of POI’s having congestion >0.5% 3 3 0 1 2 0 0 0 2 0 1 0 0

a) Name of POI not meeting the benchmark

BSNL,Reliance,L1 Tax Bajaj

Nagar

Tata,BTSL1I-BTSL1O Nil Vodaf

one Vodafone,

Idea Nil Nil Nil

Airtel, Idea

Nil BSNL Nil Nil

b) Total No. of circuits on POI 17945 139026 2730 1191 59647 452 38376 11449 1040 83793 35702 38376 149154

c) Avg No. of call attempts on POI 174429 19695 678896 3536 20582 3 5640 5581 5 58328 21292 5640 133018

d) Avg traffic served on POI (Erlang) 391.47 1306 21790 114 349.74 0.02 209.82 123.36 0.25 424.09 711 209.82 4278

e) Total number of working POI Service Area wise 33 75 9 40 94 15 86 40 25 119 27 86 27

f) Equipped Capacity of Network in respect of Traffic in erlang

40992 441307 265400 541 90685 132 70908 53180 5000 200565 73000 70908 110000

g) Total traffic handled in TCBH in erlang 9081 283657 116272 43 86156 12.350 26875 18974 6 192500 37419 26875 40848



(B) Customer Service Quality Parameters


a) Accessibility of call centre >=95% 93% 100% 100% 97.8% 100% 100% 100% 99.00% 100% 100% 99% 100% 100%

b) % of call answered by operators(voice to voice) within 60 sec

>=90% 93.33% 97% 98% 100% 48% 100% 100% 73.50% 100% 99.00% 98.44% 100% 98%

c) No. of call attempts to call centre / customer care nos. during TCBH (Avg)

427,163 40515456 916,920 4,730 3,703,770 89 1,436,773 110,020 199 8,850,100 1,984,628 1,481,038 11,202,413

d) No. of calls connected and answered successfully to call centre / customer care nos. during TCBH (Avg)

415,651 40,277,303 888,000 4,715 3,641,710 86 1,430,295 1,083,500 196 8,794,548 1,947,411 1,473,402 11,078,083


Parameter-wise Findings (Live Data Assessment):

The parameter wise key takeouts for the Cellular Mobile Telephone Services providers in Rajasthan Service Area are as given below:-

Call setup success rate (benchmark >= 95%): All operators are meeting the benchmark with values lying between 96.62% and 99.70%.

SDCCH/PAGING Channel congestion (benchmark <= 1%): Except Idea (1.25%), all operators are meeting the benchmark with values lying between 0% and 0.32%. Note: CDMA operators have provided the data for Paging Channel congestion and GSM operators provided SDCCH Channel congestion.

TCH congestion (benchmark <= 2%): All operators are meeting the benchmark with values lying between 0% and 1.61%.

Call drop rate (benchmark <= 2%): Except Videocon (2.90%), all operators are meeting the benchmark with values lying between 0.09% and 1.33%.

Cell exceeding 3% TCH drop (benchmark <= 5%): Except for BSNL 8.70%, Etisalat 15.43% and Idea 9.26% rest of the operators are satisfying the benchmark with value in between 0.00% and 4.80%.

Connections with good voice quality (benchmark >= 95%): TATA CDMA, MTS and Rcom. having CDMA services have declared that the parameter is not system generated. Rest of the GSM operators are meeting the benchmark with values lying between 95.24% and 100%.

No. of POI’s having Congestion (benchmark >=0.5%): In this, some operators are having congestion in 2 or 3 POI’s. Here POI congestion indicates that there were call failure greater than 0.5% on that particular POI. The call here indicates only those calls which have been already being sized by the switch and processed. But cases were found where individual POIs are showing high utilization/usage which are managed by overflow technique i.e. extra traffic is carried over by some other operating POI as has been designed to do so.

%age of call answered by operator (electronically) (benchmark >95): Except Aircel (93%), all operators are meeting the benchmark with values lying between 97.8% & 100%.

%age of call answered by operator (Voice to voice) (benchmark >90%): %): Except for Idea 48%, Tata GSM 73.50% rest of the operators are meeting the benchmark with values lying between 93.33% and 100%.

(2) Month Data Assessment & Summarized Findings

S/N Name of Parameter Benchmark

Aircel Airtel BSNL Etisalat Idea Loop Rcom GSM

Tata GSM Videocon Vodafone MTS Rcom

CDMA Tata

CDMA


(A) Network Service Quality Parameter


a) BTS Accumulated Downtime <=2% 0.16% 0.08% 1.81% 0.24% 0.11% 0.72% 0.33% 0.01% 0.25% 0.17% 0.14% 0.43% 0.03%

b) Worst affected BTSs due to downtime <=2% 0% 0.13% 6.79% 0.00% 0.22% 0.00% 1.05% 0.00% 0.00% 1.29% 0.00% 1.23% 0.00%

c) Total no. of BTSs in the licensed service area 980 6900 3592 22 3114 6 2479 1395 4 6140 1481 1794 929

d) Sum of downtime of BTSs in a month in hours i.e. total outage time of all BTSs in hours during a month

1134.65 3990 48371 39.13 2499 63.66 5926 101.2 7.45 7587.55 1594.78 5208 173.48

e) No. of BTSs having accumulated downtime of >24 hours in a month

0 9 244 0 7 0 26 0 0

79 0 22 0



b) SDCCH/PAGING congestion <=1% 0.00% 0.18% 0.15% 0.12% 0.62% 0.06% 0.25% 0.05% 0.02% 0.30% 0% 0% 0%

c) TCH congestion <=2% 0.00% 0.27% 0.73% 0.44% 0.80% 0.00% 0.18% 0.17% 0.18% 0.28% 0.54% 0.07% 0.11%

3 Connection maintenance (Retainability)

a) CDR <=2% 1.18% 0.96% 1.55% 1.40% 1.41% 0.09% 0.41% 0.79% 1.68% 0.91% 1.02% 0.07% 0.69%

b) Worst affected cells>3% TCH drop <=5% 4.83% 2.61% 8.70% 18.57% 9.47% 0.00% 4.38% 2.82% 0.00% 3.10% 4.79% 0.26% 4.15%

c) Good voice quality >=95% 97.23% 98.93% 98.18% 98.31% 96.67% 99.98% 98.51% 98.27% 99.44% 97.94% NA NA NA

d) Total No. of cells exceeding 3% TCH drop (call drop) 143 536 922 12 872 0 326 116 0 570 213 5 118

e) Total no. of cells in the network 2969 20496 10602 66 9296 18 7437 4115 12 18342 4444 NA 2845

4 No. of POI's having congestion >0.5% 3 3 0 1 2 0 0 0 2 0 1 0 0



a) Name of POI not meeting the benchmark

L1 Tax Bajaj

Nagar,BSNL

Tata,cellone,Vodafone Nil

AIRTEL, Tata Tele

GSM

Airtel, Idea Nil Nil Nil Idea,

Airtel Nil

Airtel

Nil Nil

b) Total No. of call attempts on POI (Avg.) 166787 20370 668515 3441 18673 3 5784 5747 6 21069 698606 5784 154187

c) Total traffic served on POI (Erlang) (Avg.) 362.32 1338 20702 146 350.37 0.012 216.75 150.04 0.197 447.46 22650 216.75 7375

d) Total No. of circuits on POI 17945 139026 2730 1191 59647 452 38376 11449 1040 83793 35702 38376 149154

e) Total number of working POI Service Area wise 33 75 9 40 94 15 86 40 25 119 27 86 27

f) Capacity of POI 15516 1838 NR 880 56705 263 355550 260.4 765.3 682.43 36395 355550 180991

5 Network Data

a) Equipped Capacity of Network Erlang 40992 441307 265400 541 90685 132 70908 53180 5000 200565 73000 70908 110000

b) Total traffic in TCBH in erlang (Avg.)

9081 283657 116272 43 86156 12.350 26875 18974 6 192500 37419 26875 40848

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

545038 11453365 NR 4065 3057049 12 NR 22549057 937 6137178 838765 NR 1060721

(B) Customer Service Quality Parameters

6 Metering/billing credibility-Post paid <= 0.1% 0% 0.01% 0.098% NA 0.06% NA 0.14% 0.14% NA 0.10% 0.03% 0.10% 0.14%

a) No. of bills issued during the period 826 189451 245647 NA 38291 NA 10,640 2725 NA 168622 31732 159274 34515

b) No. of bills disputed including billing complaints during the period

0 15 241 NA 24 NA 15 14 NA 244 9 165 38

7 Metering /billing credibility-Pre paid <= 0.1% 0.07% 0.01% 0.09% 0% 0.03% 0% 0.09% 0.00% 0.00% 0.03% 0.05 0.10% 0.00%

a) No. of charging / credit / validity complaints during the quarter

256

627 4757 0 597 0 374 867 0 2348 890 223 2568

b) Total no. of pre-paid customers at the end of the quarter

362,587 12,218,355 5,285,770 16,520 2,873,543 242 4,334,051 1,073,879 8,665 8,205,935 1,823,469 2,294,799 1,184,202

8 Resolution of billing/ charging complaints

100% within 4 weeks

100% 100% 100% - 100% - 100% 100% - 97% 100% 100% 100%

a) No. of billing/(post paid) and charging, credit/validity (pre paid) complaints resolved within 4 weeks during the quarter

256 6836 241 NA 621 NA 389 881 NA 2592 899 388 2693



b) Total no. of billing (post paid) and charging, credit / validity (pre paid) complaints received during the quarter

256 6836 241 NA 621 NA 389 881 NA 2592 899 388 2693

c) No. of billing complaints (post paid) and charging, credit/ validity complaints (pre paid) resolved in favour of the customer during the quarter

256 642 241 NA 621 NA 105 6 NA 1435 849 273 2624

d) No. of complaints disposed on account of not considered as valid complaints during the quarter

0 6194 0 NA 4891 NA 284 875 NA 1157 50 115 69

e) Period of applying credit/waiver/adjustment to the customers account from the date of resolutions of complaints

<=1 week 100% 100% 100% NA 100% NA 100% 100% NA 98% 100% 100% 100%


a) Accessibility of call centre/Customer Care >=95% 97% 100% 100% 98.47% 86% 100% 100% 99% 100% 100% 99.46% 100% 100%


>=90% 89% 82% 92% 97.24% 52% 100% 100% 64% 100% 96.41% 97% 100% 98.78%

c) Total no. of call attempts to call centre & customer care nos. during TCBH (Avg.).

1323877 6,176,539 3251 2,607 164946 13 112 207,612 NA 12586085 142 112 154,314

d) No. of calls connected and answered successfully to call centre & customer care nos. during TCBH (Avg.).

752828 4,948,814 3251 2,567 141880 13 112 205,615 NA 12586085 141 112 154,314

10 Termination/closure of service <=7days 100% 100% 100% NA 100% NA 100% 100% NA 100% 100% 100% 100%

a) Total No. of requests for Termination / Closure of service received during the quarter

2

599

625 NA

200 NA 136

52 NA

771

62

680

865

b) No. of requests for Termination / Closure of service complied within 7 days during the quarter

2

599

625 NA

200 NA 136

52 NA

771

62

680

865

11 Time taken for refunds of deposits after closures.

100% within

60 days 100% 100% 100% NA 98% NA 100% 100% NA 100% 100% 100% 89%


Parameter-wise Findings (Month Data Assessment):

The parameter wise key takeouts for the Cellular Mobile Telephone Services providers in Rajasthan Service Area are as given below:-

BTS accumulated downtime (benchmark <=2%): All operators are meeting the benchmark with values lying between 0.01% and 1.81%.

Worst affected BTSs due to downtime (benchmark <= 2%): Except for BSNL 6.79%, rests of the operators are meeting the benchmark with values lying between 0.00% and 1.29%.

Call setup success rate (benchmark >= 95%): All operators are meeting the benchmark with values lying between 97.09% and 99.55%.

SDCCH/PAGING Channel congestion (benchmark <= 1%): All operators are meeting the benchmark with values lying between 0% and 0.62%. Note: CDMA operators have provided the data for Paging Channel congestion and GSM operators provided SDCCH Channel congestion.

TCH congestion (benchmark <= 2%): All operators are meeting the benchmark with values lying between 0% and 1.06%.

Call drop rate (benchmark <= 2%): All operators are meeting the benchmark with values lying between 0.09% and 1.37%.

Cell exceeding 3% TCH drop (benchmark <= 5%): Except for BSNL 8.70%, Etisalat 18.57% and Idea 9.47% rest of the operators are satisfying the benchmark with value in between 0.00% and 4.83%. Similar trend have been observed in live data audit report also.

Connections with good voice quality (benchmark >= 95%): Tata CDMA, MTS and RCom. having CDMA services have declared that the parameter is not system generated. Rest of the GSM operators are meeting the benchmark with values lying between 97.23% and 100%.

No. of POI’s having Congestion (benchmark >= 0.5%): In this, almost all operators having congestions in 2 or 3 POI’s. Here POI congestion indicates that there were call failure greater than 0.5% on that particular POI. The call here indicates only those calls which have been already being sized by the switch and processed. But cases were found where individual POIs are showing high utilization/usage which are managed by overflow technique i.e. extra traffic is carried over by some other operating POI as has been designed to do so.

%age of call answered by operator (electronically) (benchmark >95): Except Idea 86% all operators are meeting the benchmark.

%age of call answered by operator (Voice to voice) (benchmark >90%): %): Except for Aircel 89%, Airtel 82%, Idea 52%, Docomo 62% rest of the operators are meeting the benchmark with values lying between 92% and 100%.

Metering and billing credibility-Post paid (benchmark <= 0.1%): Except for RTL(GSM) 0.14%, Docomo 0.11% and TTSL(CDMA) all other operators are meeting the benchmark.

Metering and billing credibility-Pre paid (benchmark <= 0.1%): All operators are meeting the benchmark with values lying between 0.00% and 0.1%.

Resolution of billing/ charging complaints (benchmark 100% within 4 weeks): All operators are meeting the benchmark except for Vodafone with value of 97%.

Termination/Closure of service (Benchmark <= 7 days): All operators have satisfied the benchmark.

Time taken for refunds of deposits after closures (benchmark 100% within <=60 days): All operators have satisfied the benchmark except for Idea and TTSL (CDMA) with value of 98% and 89% respectively.



(1) Sample Coverage

Switches/BSC/BTS details of operators:

Sl. Name of Service Provider No. of MSC

No. of BSC

No. of BTS

GSM Operators 1 Aircel Ltd 1 9 2968 2 Airtel Ltd 41 78 6897 3 BSNL 13 51 3592 4 Etisalat 1 3 22 5 Idea 6 20 3114 6 Loop 1 1 6 7 Reliance Communication

(GSM) 3 15 2479

8 Tata Communications (GSM)

2 13 1376

9 Videocon 1 1 4 10 Vodafone 18 74 6136

CDMA Operators 11 MTS (CDMA) 1 5 1481 12 Reliance Communication

(CDMA) 7 6 1794

13 Tata Communications (CDMA)

5 5 929

(2) Performance (Graphical Representation)

Comparison between Live measurements and One month data Audit – Cellular Mobile Telephone Services A) NETWORK PERFORMANCE

I. Call setup success rate: All operators are meeting the TRAI benchmarks (>= 95 %) for both one month data and 3 days live data taken in the month of audit.

CSSR

70%75%80%85%90%95%

100%

Live 97.32% 99.41% 96.84% 99.70% 98.35% 96.62% 99.56% 96.96% 98.52% 99.37% 98.15% 99.49% 98.91%

Month 97.09% 99.43% 99.08% 99.30% 97.34% 97.45% 99.55% 99.05% 98.87% 99.16% 97.22% 99.45% 98.43%

Aircel Airtel BSNL Etisalat Idea Loop Rcom Tata Videocon Vodafone MTS Rcom Tata



II. Blocked call rate:

SDCCH congestion (%): Except Idea for month data(1.25%), rest all the operators are meeting the TRAI benchmarks (<= 1 %) for both one month data and 3 days live data taken in the month of audit.

TCH congestion (%): All operators are meeting the TRAI benchmarks (<= 2%) for both one month data and 3 days live data taken in the month of audit.

TCH congestion

0.0%

0.5%

1.0%

1.5%

2.0%

2.5%

Live 0.00% 0.25% 0.02% 0.00% 1.61% 0.00% 0.24% 0.43% 0.35% 0.19% 0.96% 0.09% 0.06%

Month 0.00% 0.27% 0.73% 0.44% 0.80% 0.00% 0.18% 0.17% 0.18% 0.28% 0.54% 0.07% 0.11%

Aircel Airtel BSNL Etisalat Idea Loop Rcom Tata Videocon Vodafon MTS Rcom Tata

III. Connection Maintainability (Retainability):

Call drop rate (%): Except Videocon (2.90%) for live data, rest all operators are meeting the TRAI benchmarks (<=2%) for both one month data and 3 days live data taken in the month of audit.



Worst affected Cell exceeding 3% TCH Drop: For both live and month data, BSNL with a value of 8.67% and 8.70% respectively is found not meeting the benchmark of <=5%. For both live and month data, Etisalat with a value of 15.43% and 18.57% respectively is found not meeting the benchmark of <=5%. For both live and month data, Idea with a value of 9.26% and 9.47% respectively is found not meeting the benchmark of <=5%. Rests of the operators are meeting the benchmark for both cases.

0.0%1.0%2.0%3.0%4.0%5.0%6.0%

Live 4.80% 2.56% 8.67% 15.43% 9.26% 0.00% 4.29% 3.56% 0.00% 4.47% 2.47% 0.24% 3.33%

Month 4.83% 2.61% 8.70% 18.57% 9.47% 0.00% 4.38% 2.82% 0.00% 3.10% 4.79% 0.26% 4.15%

Aircel Airtel BSNL Etisalat Idea Loop Rcom Tata Videoco Vodafon MTS Rcom Tata

Cell exceeding 3% TCH Drop

Percentage of connections with good voice quality (benchmark >= 95%): All operators are meeting the TRAI benchmarks (=> 95%) for both one month data and 3 days live data taken in the month of audit. For CDMA service providers, values are not system generated.

No. of POI’s having Congestion >0.5%: For both Live and month data almost all operators having congestions in 2 or 3 POI’s. Here POI congestion indicates that there were call failure greater than 0.5% on that particular POI.



B) CUSTOMER SERVICE QUALITY PARAMETERS

(A) Response time to the customer for assistance:

Percentage of call answered (Electronically): All operators are meeting the TRAI benchmarks (>= 95%) for both one month data and 3 days live data taken in the month of audit except for Aircel in live data audit (93%) and Idea in month data audit (86%). Data has not been provided by BSNL for Month data audit.

Percentage of call answered by operators (Voice to voice) within 60 sec: For Month data, only Aircel and Airtel are not meeting the benchmark. For Live and Month data, Idea and Tata-GSM are not meeting the benchmark. Rest all are meeting benchmark. Data has not been provided by BSNL for Month data audit.

(3) Critical Analysis

The above comparative study between live data & month data shows similar trends in both the cases. However, inconsistency in live & month data was found for parameters like “worst affected cells >3% TCH drop” (BSNL, Etisalat, Idea), and “%age of calls answered by operator” (Aircel, Airtel, Idea & RCOM GSM).



(B) Redressal

(1) Sample coverage

A sample of billing complaints was taken for each operator and calls were made for assessing the resolution of billing/charging complaints within 4 weeks as claimed by the respective operators.

(2) Performance (live calling for billing complaints)

Calling Operator A

irce

l

Air

tel

BSN

L

Etis

alat

Idea

Loo

p

Rel

ianc

e (G

SM()

Tat

a G

SM)

Vid

eoco

n

Vod

afon

e

MT

S

Rel

ianc

e (C

DM

A)

Tat

a (C

DM

A)

Total No. of calls - 6 4 - 7 - 6 5 - 6 4 6 6

Cases resolved with 4 weeks

- 6 4 - 7 - 6 5 - 6 4 6 6

%age of cases

resolved - 100% 100% - 100% - 100% 100% - 100% 100% 100% 100%

(3) Live calling to Call center:

Fifty nos. of calls were made at Jaipur in each half and below given no. of calls got connected to the call center within 60 Sec.

OPERATORS NAME

Aircel Airtel BSNL Etisalat Idea Loop Rcom Tata Videocon Vodafone MTS Rcom Tata

GSM CDMA 1ST HALF (10AM TO 01 PM)

48 47 42 46 38 47 46 44 47 46 48 47 46

2ND HALF (04PM TO 07 PM)

40 38 41 40 21 44 48 30 42 40 44 46 45

In % age 88.00 85.00 83.00 86.00 59.00 91.00 94.00 74.00 89.00 86.00 92.00 93.00 91.00

(4) Level 1 Calling: Level 1 calling such as calling at emergency no. (Police, Fire, Hospital), Railway

enquiry system etc were made in few nos. so as to check the service of such short codes. In Jaipur it was found to be functional.


Random numbers were selected from the operators’ database of billing/metering complaints and calls were made to the customers to get their feedback for complaint redressal. It was found that the operators had made refunds in 100% cases as claimed by their records.



(C) Inter operator call assessment

(1) Sample coverage

A sample of 2x50 test calls per Service Providers with in the licensed service area (RAJASTHAN CIRCLE) were made between 1100 to 1400 hrs and between 1600 to 1900 hrs so that TCBH hours for all the operators were covered.

(2) Performance based on live measurement

Cal

ling

Ope

rato

r

Air

cel

Air

tel

BSN

L

Etis

alat

Idea

Loo

p

Rel

ianc

e (G

SM)

Tat

a (G

SM)

Vid

eoco

n

Vod

afon

e

MT

S

Rel

ianc

e (C

DM

A)

Tat

a (C

DM

A)

Aircel - 97% 97% 100% 96% 100% 98% 95% 100% 98% 100% 98% 98%

Airtel 97% - 95% 100% 98% 100% 100% 98% 100% 99% 100% 100% 100%

BSNL 99% 98% - 100% 100% 98% 100% 100% 100% 99% 100% 100% 100%

Etisalat 100% 98% 100% - 100% 100% 100% 100% 100% 100% 100% 97% 100%

Idea 98% 97% 96% 100% - 100% 100% 98% 100% 97% 100% 100% 100%

Loop 98% 100% 96% 100% 97% - 100% 100% 100% 97% 100% 100% 99%

Reliance (GSM)

99% 96% 100% 100% 100% 97% - 97% 100% 100% 100% 100% 100%

Tata (GSM)

100% 100% 100% 100% 100% 100% 100% - 100% 100% 100% 100% 100%

Videocon 99% 98% 96% 100% 100% 98% 100% 100% - 99% 100% 100% 99%

Vodafone 99% 100% 100% 100% 100% 100% 100% 100% 100% - 100% 100% 100%

MTS 97% 98% 96% 99% 99% 100% 97% 100% 100% 99% - 100% 100%

Reliance (CDMA)

100% 100% 100% 100% 100% 100% 100% 98% 100% 100% 100% - 100%

Tata (CDMA)

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% -

(3) Critical Analysis In the inter-operator call assessment test, calls were made from one operator to other operators so as to check congestion on both the operators’ network. In such cases, the radio part, switch part & the POI in-between the operators are involved and hence if any congestion is found in the network, it may be due to any of these parts. The result shows that there is not much congestion on the operator networks.



(D) Drive test of the mobile network of service providers

(1) Sample Coverage

The Operator Assisted Drive Test was conducted at Rajasthan for all the operators. Route covered was about around 80-100Km depending on city areas within the speed limit of 30Km/hr.

Drive Test Locations Jaipur LOW DENSE: Baner, Hinjewadi, Sholapur Road. MEDIUM DENSE: Mansarovar, New Sanganer Road, Queens Road, Khatipura Mode,

Jothwara, Sikar Road, Ambabari. HIGH DENSE: M.I Road, Old city, Bus Stand, Ganpathy Plaza.

Ajmer & Pushkar LOW DENSE: Pushkar Town. MEDIUM DENSE: Faaisagar Road, Ram Nagar, Pushkar Road. HIGH DENSE: Jaipur Road, RTO, Bus Stand, Vaishali Nagar, and Panchsheel Colony. Alwar LOW DENSE: Mega Highway Bypass. MEDIUM DENSE: Yaswant School, Lal Diggi Road, Scheam-8, Malviya Nagar, Hanuman

Circle. HIGH DENSE: Head Post Office Alwar to Bhagat Singh Circle, Ghantaghar, and Bus

Stand Road.

SN Parameter

City Name

Aircel Airtel BSNL Idea Rcom GSM

Tata GSM Vodafone MTS Rcom

CDMA Tata

CDMA GSM Operators CDMA Operators

1.1 Call Attempts Jaipur 146 130 146 112 116 ICR (Idea) 170 111 129 138 Ajmer ICR (TATA

GSM) 122 113 82 179 220 101 115 96 156

Alwar 103 65 78 177 68 106 82 93 78

1.2 Blocked Call Rate (<=3%) Jaipur 0.68% 0% 0.00% 1.78% 0.00% ICR (Idea) 0.0% 0.0% 1.99% 0.0% Ajmer ICR (TATA

GSM) 0% 0% 0.00% 1.67% 0.0% 0.0% 0.0% 1.99% 0.63%

Alwar 0% 1.99% 1.67% 0.00% 0.0% 0.0% 0.0% 1.99% 0.0%


Jaipur 0.00% 0% 1% 0.89% 1.72% ICR (Idea) 0.59% 0.0% 1.55% 0.72% Ajmer ICR (TATA

GSM)

0% 1.77% 0% 0% 0% 0.99% 0% 1.04% 0%

Alwar 0% 1.54% 1.22% 0% 0% 0% 0.0% 0.0% 1%

1.4



Jaipur 98.10% 97% 99.78% Ajmer 98.63% 94% 97.75% Alwar 96.64% 98% 95.97%


Jaipur 95.12% 96% 98.10% 97.52% 95.82% ICR (Idea) 95.12% Ajmer ICR (TATA

GSM)

96% 99% 95.27% 95.14% 95.01% 95.43%

Alwar 96% 98.50% 98.66% 98% 95.99% 95.13%

1,5

Service Coverage

In door (>= -75dBm)

Jaipur 72.82 98 42.85 68.09 65 ICR (Idea) 94 75.33 96 93.32 Ajmer ICR (TATA

GSM)

94 35.97 70.32 60 73.49 85.34 97.64 53 78.92

Alwar 98 15.34 73.25 64 64.69 84.68 92.99 94 68.93

In-vehicle (>= -85dBm)

Jaipur 99.53 100 65.91 97.62 95.14 ICR (Idea) 99.68 99.89 100 100 Ajmer ICR (TATA

GSM)

100 98.91 95.46 96 98.37 98.63 99.99 82 96.72

Alwar 100 98.8 97.5 95 99.34 99.13 99.97 99.94 95.36

Outdoor- in city (>= -95dBm)

Jaipur 99.98 100 100 99.96 100 ICR (Idea) 100 100 100 100 Ajmer ICR (TATA

GSM)

100 100 99.91 100 100 100 100 99 99.9

Alwar 100 100 99.94 100 100 100 99.99 100 99.88


Jaipur 99.32% 100% 100% 98.22% 100% ICR (Idea) 100% 100% 98.01% 100% Ajmer ICR (TATA

GSM)

100% 100% 100% 98.33% 100% 100% 100% 98.01% 99.37%

Alwar 100% 98.01% 98.33% 100% 100% 100% 100% 98.01% 100%

. Note: Tata GSM and Aircel is in ICR with Idea (Jaipur) and Tata GSM (Ajmer & Alwar) respectively.

Operator Assisted Drive Test

Graphical Representation


• The drive test data was found to be satisfactory for all the parameters except for RCOM CDMA whose voice quality parameter is not meeting..

• It is also to be noted that Etisalat, Loop and Videocon are not having services in Jaipur, Ajmer and Alwar cities in

Rajasthan Circle.

• Tata GSM has also no license in Jaipur city but it is in ICR with Idea.

• Aircel also is in ICR with Tata GSM in Ajmer and Alwar cities.



(E) Independent Drive Test

(1) Sample Coverage

The Independent Drive Test was conducted at Rajasthan after operators assisted drive test was over for respective operators. Route cover was about around 80-100Km depending on city areas within the speed limit of 30Km/hr.

Drive Test Locations

Jaipur LOW DENSE: Baner, Hinjewadi, Sholapur Road. MEDIUM DENSE: Mansarovar, New Sanganer Road, Queens Road, Khatipura Mode, Jothwara, Sikar Road,

Ambabari. HIGH DENSE: M.I Road, Old city, Bus Stand, Ganpathy Plaza.

SN Parameter City Name

Aircel Airtel Idea Rcom GSM Vodafone MTS Rcom

CDMA Tata

CDMA


1.1 Call Attempts Jaipur 116 159 83 179 148 69 150 76

1.2 Blocked Call Rate (<=3%)

Jaipur 3.49% 0.00% 0.00% 0.56% 0.00% 0.00% 1.33% 0.00%


Jaipur 0% 0% 0% 0% 0% 0% 1% 0%

1.4



Jaipur 98.02% 98.00% 99.40%


Jaipur 96.51% 96.00% 96.70% 95.03% 95.17%

1.5

Service Coverage In door (>= -75dBm) Jaipur 92 96 68.26 73 99.54 84.07 100 99.98 In-vehicle (>= -85dBm)

Jaipur 97 100 96.67 98 99.97 99.92 100 100

Out door- in city (>= -95dBm)

Jaipur 99.97 100 99.95 100 100 100 100 100


Jaipur 96.51% 100% 100% 99.44% 100% 100% 98.66% 100%

Note: Tata GSM is in ICR with Idea (Jaipur).

Independent Drive Test

Graphical Representation


Except Aircel with a value of 3.49%, rest all operators are meeting benchmark for the parameter

“good voice quality”. The drive test data was found to be satisfactory for rest of the parameters for all operators.

It is also to be noted that Etisalat, Loop and Videocon are not having services in Jaipur city in

Rajasthan Circle.



(F) Compliance report (Status of service providers with respect to the QoS)

From live, month, PMR and Drive Tests findings, it can be concluded that on an average, performance of the operators in the service area (Rajasthan) is by and large satisfactory for Network Parameters. However, the benchmark of <=5% for “worst affected cells >3% TCH drop” is not met by BSNL, Etisalat and Idea. Since Etisalat having low call volume, therefore showing high % of TCH drops. For No. of POI’s having Congestion (benchmark <0.5%), in this, some of the operators are having congestion in 2 or 3 POI’s. Here POI congestion indicates that there were call failure greater than 0.5% on that particular POI. The call here indicates only those calls which have been already being sized by the switch and processed. But cases were found where individual POIs are showing high utilization/usage which is managed by overflow technique i.e. extra traffic is carried over by some other operating POI as has been designed to do so. Under Customer Service Quality Parameter “operator answered calls (voice-to-voice) within 60 seconds” parameter it is found that most of the operators are not fulfilling TRAI benchmark of >=90%. Apart from this, the “accessibility of call centre” parameter benchmark is not met by Aircel (93%).

III. Basic Telephone Service (Wireline) Providers ……..Audit not done for this quarter

IV. Broadband Service Providers

……..Audit not done for this quarter

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