We Will Hold Telecom Companies Accountable For Effective Service Delivery – NCC Boss

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By Eunice Orike

The Executive Vice-Chairman of the Nigerian Communications Commission, NCC, Dr. Aminu Maida, has said the Commission would hold telecommunication companies accountable for effective service delivery to customers.

Maida who made this commitment during a breakfast meeting with journalists in Abuja, said that the companies must meet the expectations of their numerous consumers.

“You are going to see a change in the way we make decisions; we are going to be very data-driven. All our decisions are going to be backed up by data as much as possible.”, he added.

Continuing, the Executive Vice Chairman said, “We intend to hold our licensees accountable for all services, Afterall, the consumers pay for the services and they expect the service to be at a certain level or point so we will be holding our licensees accountable to ensure they deliver as per their obligations.”

Speaking on compliance, he said the Commission woukd meticulously monitor licences’ activities to ensure they meet all regulatory obligations and drive improved service delivery across the industry value chain

Maida said the Commission would place very high premium on collaboration with all critical stakeholders including Nigerians to ensure that everybody was carried along.

He said that the Commission would focus more on the people, internet service providers, (ISPs), submarine landed cable companies, licensees, and the government, stressing that they were the critical stakeholders of the Commission.

“What we recognise is that each of these stakeholders has a unique perspective and has different expectations. Our approach will thus be to work towards the expectations of these stakeholders and everything,” he said.

On quality of service to the consumers, Maida said, the expectation of the consumer was the provision of quality service.

“I don’t think you can say anything more than that, quality of service; and this quality of service we are talking about is a total consumer experience not just the drop call or I can’t make a call.

“There is a total quality of experience right from how do you find and select the right network to use, how do you onboard onto that network, talking about SIM registration process, process of linking your SIM to your NIN and of course after you have gone through all of that when you are using it.”

Speaking on collaboration among industry players, he said the Commission had resolved the issue between two major players and that the NCC will soon issue a press statement to that effect.

“We are going to be putting in measures to ensure they don’t get to that stage again. And like I said, we need to foster collaboration before we get to compliance and enforcement. And for our licensees, the Commission is committed to making life easier for them so we are going to be doing a lot of advocacy.

Furthermore, Maida spoke on digitalization, which according to him, the Commission would leverage technology solutions to optimize existing processes to ultimately enhance efficiency for our regulatory activities .

“So we are going to be looking at the processes with a view to also leveraging technology to make us more efficient and deliver our regulatory services in a more efficient manner and also reduce our own internal operating cost,” he said.

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