The National Communications Authority (NCA) has announced amendments to the Quality of Service (QoS) Key Performance Indicators (KPIs) for mobile telecommunications services across Ghana.
The updated KPIs introduce stricter, measurable, and enforceable performance thresholds across all Metropolitan, Municipal, and District Assemblies (MMDAs).
The amendments, which take immediate effect, revise parameters that have been in place since 2004, reflecting current consumer usage patterns, technological advancements, and national policy objectives.
As the statutory regulator of Ghana’s communications sector, the NCA is mandated to protect consumer interests and ensure the provision of reliable, efficient, and high-quality telecommunications services. The updated QoS KPIs form part of the Authority’s ongoing regulatory interventions aimed at enhancing service delivery and strengthening compliance among mobile network operators (MNOs).
Key amendments to QoS KPIs
Voice Services
Call Drop Rate (CDR): The maximum allowable call drop rate has been reduced from ≤3% to less than 1%, ensuring greater call stability.
Call Connection Success Rate (CCSR): A new mandatory threshold requires more than 95% of attempted calls to successfully connect in over 90% of operational cells within any MMDA.
Voice Quality (Mean Opinion Score – MOS): A minimum average MOS greater than 3.0 for 2G services has been established to improve perceived call quality.
Data Services
3G Download Speed: The revised KPI mandates an average data throughput exceeding 1 Mbps, replacing the previous session-based threshold of 256 kbps.
The NCA emphasised that these amendments are designed to ensure consumers benefit from more reliable and higher-quality mobile services while compelling MNOs to maintain high operational standards.
