Communications Authority of Kenya Director General Francis Wangusi addressing stakeholders from the East African region on quality of service in the ICT sector meeting  in Nairobi.


Key stakeholders in the East African ICT sector today kicked off a three-day meeting in Nairobi to deliberate on quality of service and consumer experience within the Region.

The meeting, organized by International Telecommunication Union (ITU) and East African Communications Organization (EACO), is a follow up to the guidelines on quality of service and consumer issues adopted at the EACO congress held in June 2015 in Uganda.

According to the East African Communications Organization (EACO) Executive Secretary, Mr. Hodge Semakula, the convergence of technology has brought along new challenges that have made it increasingly necessary for ICT regulators to strike a delicate balance between meeting the increasing demands of policy makers, consumer interests and service providers.


The Communications Authority of Kenya Director General, Mr. Francis Wangusi noted that the Authority has expanded the quality of service indicators and is also in the process of outsourcing quality of service surveillance services that will see more frequent and regular assessment and reporting of adherence to the set targets countrywide. This will ensure that corrective measures are undertaken within the shortest time possible.
“Quality of service is anchored in the sector laws and regulations. All ICT licences contain Key Performance Indicators on quality of service that licence holders are obligated to adhere to, failing which penalties of up to 0.2% of Annual Gross Turnover are levied” added Mr. Wangusi.

The punitive levy for non-compliance is hoped to act as an incentive to operators to avoid paying huge fines and instead invest in quality of service and customer service.


The ICT Principal Secretary Mr. Joseph Tiampati, represented by Secretary of Administration Mr.Brown Otuya, noted that the event was an appropriate platform to address some of the challenges that have hindered realization of quality service for ICT consumers in the region and institute the necessary safeguards to cushion them from poor services. He further noted that, “ICT service providers and network operators have an obligation to provide quality services that meet the needs and expectations of consumers while the ICT regulatory authorities should enhance their oversight responsibilities diligently to gain trust and confidence of the consumers.”