mnp in ghana first year report 120718

7/30/2019 MNP in Ghana First Year Report 120718

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Mobile Number Portability

in Ghana

First Year Report

National Communications Authority

July 18, 2012


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Mobile Number Portability in Ghana - First Year Report - July 18, 2012

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Key Poi nts

M ob il e N um be r P or ta bi li ty (M NP ), a sy st em w hi ch a ll ow s m ob il e

s ubs c ribers t o c ha nge from one net work t o a not her wit hout c ha nging a nypa rt of t heir mobile number, wa s la unc hed in G ha na on July 7, 2011.

I n t h e f i r s t y e a r o f M N P o p e r a t i o n , 3 7 0 , 1 0 7 m o b i l e n u m b e r s h a v e b e e n

s uc c es sful ly port ed by c us t omers in G ha na .

T his repres ent s 1.6% of t he t ot a l a c t ive mobile numbers in G ha na .

E a c h o f t h e m o b i l e n e t w o r k s i n G h a n a h a v e g a i n e d a n d l o s t c u s t o m e r s

t hrough MNP.

T he overwhelming ma jorit y of c us t omers who ha ve port ed ha ve rema ined

o n t h e n e tw o rk s t o w hi c h t h ey p o rt e d, i mp l yi n g s at is f ac ti o n w it h t he

proc es s a nd t he c hoic e t he y ma de. T he s uc ce ss r at e o f p or ti ng r eq ue st s s ub mi tt ed i n t he f ir st y ea r o f

o pe ra ti on w as 7 5% , i nc lu di ng t he e ar ly d ay s o f o pe ra ti on w he n t he

proc es s wa s s t i l l unfa mil ia r.

A ve ra ge p or ti ng sp ee ds i n t he 7 - 8 m in ut e r an ge h av e n ow b ee n

achieved.

T h e c e n t r a l M N P s y s t e m i s w o r k i n g w e l l b u t s o m e m o b i l e o p e r a t o r s s t i l l

e xp er ie n ce o pe ra ti on al a nd t ec hn ic al p ro bl em s t ha t r em ai n t o b e

resolved.

W e a r e s e e i n g t o o m a n y i n s t a n c e s o f m o b i l e n e t w o r k a g e n t s i n t h e f i e l d

p o r t i n g c u s t o m e r s n u m b e r s w h i l e t h e c u s t o m e r i s b e i n g t o l d t h e y a r e

just being given a ne w SIM.

Background

B et ween 1992 a nd 2008, s ix c ompa nies ha d been l ic ens ed t o provide mobile

s e rv i ce i n G ha n a. F r om a pp r ox i ma te l y 2 0 05 o n wa rd , g r ow t h i n t h e t o ta l

n u m b e r o f a c t i v e m o b i l e n u m b e r s h e r e d e m o n s t r a t e d t h a t t h e m a r k e t h a d

bec ome c ompet it ive a nd t ha t G ha na ia ns ha d c ome t o view mobile t elephony

a s a n e c e s s i t y r a t h e r t h a n a l u x u r y . H o w e v e r , i t a l s o b e c a m e c l e a r t h a t a

s ignif ic a nt s egment of t he c us t omer ba s e wa s reluc t a nt t o t a k e a dva nt a ge of

t he c hoic es a va i la ble bec a us e t heir phone number would c ha nge when t hey

open an account at another service provide r. The expense and

i n co n ve n ie n ce o f i nf o rm i ng a ll t he i r c on t ac ts o f t he i r n e w n u mb e r a n d

c ha ng in g t he ir s ta ti on er y, b us in es s c ar ds , a nd a dv er ti si ng m es sa ge s

o ut we ig he d t he ir d es ir e t o c ha ng e n et wo rk s. M an y c us to me rs o pe ne d

a c c o u n t s a t t w o o r m o r e n e t w o r k s , w h i c h m a y h a v e a l l e v i a t e d s o m e o f t h e

d i ff i cu lt i es t h ey e n co u nt e re d a t t h ei r o r ig in a l n e tw o rk b u t i n tr od u ce d


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c o m p l e x i t i e s s u c h a s c a r r y i n g m u l t i p l e p h o n e s , s w a p p i n g S I M s , a n d h a v i n g

mult iple numbers .

T h e f i r s t c o u n t r y t o i n t r o d u c e M o b i l e N u m b e r P o r t a b i l i t y w a s S i n g a p o r e i n

1 9 97 . M an y o th e r c ou nt r ie s h a ve f ol l ow e d s in c e, w it h i m pl e me n ta ti o nsv a r y i n g i n m a j o r a n d m i n o r d e t a i l . A s o n e w o u l d e x p e c t , a n e x a m i n a t i o n o f

t heir res ult s provided us eful guida nc e in det ermining whic h dec is ions would

w o rk w el l f o r t h e c o ns um e r a n d w h ic h w o ul d n o t. I n G ha n a, t he m o bi le

l i ce n se s i s su e d s in c e 2 0 04 a n d t h e E le c tr on i cs C om m un i ca t io n s A c t 2 0 08

a n ti ci pa te d t h e i nt r od u ct i on o f M N P a s t h ey c on t ai ne d g e ne r al l a ng u ag e

requir ing mobile net work s t o c omply i f a nd when it wa s int roduc ed.

B y la t e 2009, a s t he Aut horit y moved t owa rd a grea t er c ons umer orient a t ion

a nd w it h v ar io us c om pe ti ti ve m ar ke t f ac to rs su ch a s t he n um be r o f

o p er at o rs a n d i nt e rc on n ec ti o n f u nc ti o n a n d p r ic in g w el l e s ta bl i sh e d, i t

b e c a m e o b v i o u s t h a t M N P w a s t h e n e c e s s a r y n e x t s t e p . C o n s u l t a n t s w e r e

e n g a g e d a n d t h e f i r s t s t a k e h o l d e r w o r k s h o p t o o k p l a c e i n F e b r u a r y , 2 0 1 0 .

N C A u n d e r s t o o d t h a t a l l t h e m o b i l e o p e r a t o r s h a d t o b e i n v o l v e d i n e v e r y

s t e p o f t h e p r o c e s s . T h e M N P S t e e r i n g G r o u p a n d i t s s p e c i a l i s t s u b g r o u p s

w as f or me d i n A pr il , 2 01 0. T o d at e, t he se e nt it ie s h av e h el d o ve r 1 00

meet ings in prepa ra t ion for, a nd ma na gement of MNP in G ha na .

In Ma y 2010, t he f irs t vers ion of t he Aut horit y s MNP Polic y wa s relea s ed, t o

a c t a s a guide for t he St eering G roup s det a i l work . T he pol ic y c a pt ured t he

k e y p o i n t s t h a t w o u l d e n s u r e M N P s u c c e s s a n d s u p p o r t t h e k e y p r i n c i p l e s

t ha t port ing s hould be fa s t , inex pens ive, a nd s imple for t he c us t omer:

T here would be a c ent ra l s ys t em t o c oordinat e port ing. T his s ys t em would

p a s s t h e p o r t i n g r e q u e s t s b e t w e e n n e t w o r k s a n d w o u l d a l s o m a i n t a i n a

l is t o f a ll t he p or te d n um be rs a nd t he n et wo rk a t w hi ch t he y a re

currently located.

All net work s would k eep a c opy of t ha t l is t of port ed numbers a nd would

r e f e r t o i t s o t h e y w o u l d k n o w t o w h i c h o t h e r n e t w o r k t h e y s h o u l d s e n d

c a l ls a nd t ex t mes s a ges .

C u s t o m e r s w h o w i s h t o c h a n g e n e t w o r k s a n d k e e p t h e i r p h o n e n u m b e r

on ly ne ed to visit the ne two rk th ey wish to join (kn own as th e

r e c i p i e n t ) a n d d o n o t h a v e t o c o n t a c t t h e n e t w o r k t h e y w i s h t o l e a v e

( t he donor) .

T he donor ma y not c ont a c t t he c us t omer during t he port ing proc es s , a nd

is permit t ed t o rejec t t he port ing reques t for a few l imit ed rea s ons , s uc h

a s t h e n u m b e r n o t b e i n g a c t i v e o n t h e i r n e t w o r k , o r t h e c u s t o m e r b e i n g

wit h t hem for les s t ha n 30 da ys . U nlik e s ome ot her ma rk et s , debt wa s not

p er mi tt ed a s a r ea so n f or a d on or t o bl oc k a p or ti ng r eq ue st , a nd


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n o t a b l y , a y e a r l a t e r , w e h a v e y e t t o s e e e v e n o n e c o m p l a i n t a b o u t a

c us t omer us ing port ing t o a void pa ying t heir debt s .

P o r t i n g s h o u l d h a p p e n q u i c k l y , i n 2 4 h o u r s o r l e s s a f t e r t h e c u s t o m e r s

request

I f t he c us t omer wis hes , he ma y port a ga in t o a not her net work or ba c k t ohis origina l net work a ft er 30 da ys .

T h e c o s t o f e a c h p o r t m u s t b e s u f f i c i e n t l y l o w t h a t e a c h n e t w o r k c a n

a fford t o c over it for a ny c us t omer wis hing t o join t hem, not jus t for t he

hea vy us ers who might c ome.

A n y c u s t o m e r w h o p o r t s h i s n u m b e r m u s t b e p e r m i t t e d t o r e t r i e v e a n y

b a l a n c e i n t h e i r m o b i l e b a n k i n g a c c o u n t a t t h e d o n o r n e t w o r k , w i t h o u t

charge.

I n J u l y 2 0 1 0 , t h e S t e e r i n g G r o u p h a d f i n a l i z e d a n d s e n t o u t t h e R e q u e s t f o r

P r o p o s a l s f o r t h e c e n t r a l M N P s e r v i c e p r o v i d e r . N i n e c o m p a n i e s s u b m i t t e dp r o p o s a l s , a n d i n O c t o b e r 2 0 1 0 , a f t e r a t h o r o u g h e v a l u a t i o n p r o c e s s , t h e

St eering G roup una nimous ly s elec t ed Port ing Ac c es s G ha na Limit ed ( PXS) ,

a j o in t v e nt u re o f P o rt in g A cc e ss b . v. o f t h e N e th e rl a nd s a n d C I S G ha na

Limit ed, t o ins t a l l a nd provide MNP s ervic e in G ha na .

B y F e b r u a r y 2 0 1 1 , P X S h a d c o m m i s s i o n e d t h e c e n t r a l s y s t e m , a n d b e t w e e n

Ma rc h a nd June 2011, a l l mobile opera t ors t es t ed t heir s ys t ems wit h PXS a nd

bet ween ea c h ot her. MNP R egula t ions were s ubmit t ed t o Pa rl ia ment in June

2011; t he s ys t em wa s rea dy for opera t ion a s of July 1; t he regula t ions c a mei n t o f o r c e o n J u l y 6 , a n d o n J u l y 7 , 2 0 1 1 , M o b i l e N u m b e r P o r t a b i l i t y w a s

la unc hed for c ons umers in G ha na . T his 17 mont h period is one of t he world s

s hort es t s pa ns from dec is ion t o MNP la unc h.

Statistics

A t t h e e n d o f t h e f i r s t y e a r o f M N P i n G h a n a , J u l y 6 , 2 0 1 2 , 3 7 0 , 1 0 7 m o b i l e

numbers ha d port ed s uc c es s ful ly. T his repres ent s a pprox ima t ely 1.6% of t he

t o t a l a c t i v e m o b i l e n u m b e r s i n t h e m a r k e t , a f i g u r e r e a s o n a b l y c o m p a r a b l e

t o ma rk et s in whic h MNP is c ons idered s uc c es s ful.

T he A ut ho ri ty d id n ot h av e a ny p ar ti cu la r M NP t ar ge t i n m in d, a s e ac h

ma rk et is different a nd t here were few ot her ma rk et s in Afr ic a wit h MNP t o

whic h we c ould c ompa re. O ur genera l ex pec t a t ion wa s t ha t t a k e up would be

hea vy in t he beginning, a s a nt ic ipa t ory dema nd wa s fulf i l led. T herea ft er, i t

would slo w t o a reasonably ste ady pace, and subs equent ly grow

p r op o rt i on a ll y t o t h e m ar ke t . V ar i at io n s c ou l d b e c au s ed b y o p er at or s

d e c i s i o n s f r o m t i m e t o t i m e t o p r o m o t e M N P a s a m e a n s o f a t t r a c t i n g n e w

c us t omers , by s ea s ona l fa c t ors , a nd by a ny s ervic e-a ffec t ing dis rupt ions .


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C ha rt 1 below s hows t he number of c omplet ed, a bort ed ( uns uc c es s ful) , a nd

bloc k ed port ing reques t s on a mont h-by-mont h ba s is .

C h a r t 1 M o n t h b y M o n t h P o r t i n g R e q u e s t s

C h a r t 2 b e l o w s h o w s e a c h r e q u e s t c a t e g o r y s c u m u l a t i v e n u m b e r s t h r o u g h

t he pa s t yea r.


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C h a r t 2 C u m u l a t i v e P o r t i n g R e q u e s t s

T he t ot a l number of s uc c es s ful port s whic h ha ve t a k en pla c e in t he f irs t yea rof opera t ion ha s reduc ed t he per-port c os t by nea rly 70%. T his eff ic ienc y of

s c a l e h a s v a l i d a t e d t h e m o b i l e n e t w o r k s d e c i s i o n s n o t t o p a s s t h e p o r t i n g

c os t on t o t he port ing c us t omer.

It is import a nt t o remember t ha t a l l mobile net work s a re a c t ive pa rt ic ipa nt s

i n t h e M N P p r oc es s. C u st om e rs h a ve p o rt e d n u mb e rs t o a n d f ro m e a ch

n et wo rk . T ab le 1 b el ow s ho ws t he p or ts t o, p or ts f ro m, n et p or ts , a nd

i m p a c t o n e a c h o p e r a t o r s s u b s c r i b e r b a s e a t t h e e n d o f t h e f i r s t y e a r o f

operation:

A ir te l Ex p r es s o Gl o MT N Ti g o V o d a f o n e

Po r t ed In 4 4 , 7 4 2 30 4 7, 9 84 6 6 , 32 0 1 4 7 ,7 0 9 1 0 3 , 2 4 3

Po r t ed Ou t 3 8 , 2 4 4 72 2 42 5 19 1 ,6 81 79 , 4 7 9 59 , 75 1

Net G a i n / ( Lo ss) 6 , 4 9 8 ( 4 1 8 ) 7 , 5 5 9 ( 1 2 5 , 3 6 1 ) 68 , 2 3 0 43 , 49 2

% o f B as e 0 . 24 % -0 .1 8 % 0 .7 8 % -1 .1 3 % 1 . 82 % 1. 5 6%

T a b l e 1 T o t a l C o m p l e t e d P o r t s b y N e t w o r k


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O ne s hould not dra w uns upport a ble c onc lus ions from t he a bove da t a . T here

is a c orrela t ion bet ween ma rk et s ha re a nd port s out from a net work s imply

bec a us e a c us t omer c a n only port from t he net work t hey a re pres ent ly on; a

h ig h n um be r o f p or ts o ut m ay n ot n ec es sa ri ly p oi nt t o a ny p ar ti cu la r

p ro bl em a t t ha t n et wo rk . T he n et i mp act o n e ac h n et wo rk s ho ul d b ec on si d er e d i n t h e c o nt e xt o f t h at n e tw o rk s s i ze . I t i s a l so p o ss ib l e t h at

c u st o m er s w h o p o r t t h e i r n u m be r s a r e a b o ve - a ve r a ge u s e rs , w h ic h w o ul d

e n ha nc e t he f i na n ci a l b e ne f it o f p o rt i ng f o r t h e n e tw or k s r e ce i vi n g s uc h

c us to m er s . A l so k e ep i n m in d t h at G lo l au n ch e d t he i r s er v ic e n e ar l y 1 0

m o nt h s a ft e r M N P b e ga n i n G ha n a, h e nc e t h ei r l o we r n u mb e rs . T he n e t

p o r t i n g f o r e a c h m o b i l e o p e r a t o r i s n o t y e t l a r g e e n o u g h t o h a v e b e e n t h e

s o l e c a u se o f a n y c h a ng e s i n m a r ke t p la c e r a n k w h i ch t o o k p l a c e i n t h e p a s t

yea r.

O f t he t ot al c om pl et ed p or ti ng r eq ue st s t o d at e, a pp ro xi ma te ly 8 .3 %

r e pr es e nt n u mb e rs w hi c h p o rt e d m or e t h an o n ce . O n t h e a ve r ag e , t ho se

c us to m er s w ai te d 8 9 d ay s b e tw ee n t h ei r f ir s t a nd s e co n d p o rt s. 9 3 % o f

t hos e c us t omers port ed ba c k t o t heir origina l net work while 7% port ed t o a

t hird net work . Les s t ha n 2% of t he c us t omers who port ed mult iple t imes did

s o t hree t imes or more. We infer from t his informa t ion t ha t mos t c us t omers

who port ed t heir numbers were genera l ly s a t is f ied wit h t heir dec is ion.

We a ls o point out t ha t t he number of s uc c es s ful port s is not t he only c r it eria

on whic h MNP s uc c es s is judged. E a c h mobile opera t or ha s ma de c ha nges in

t heir opera t ions in res pons e t o t he enha nc ed c ompet it ion MNP enc oura ges ,

whet her t o a t t ra c t new c us t omers or t o ret a in t heir c urrent c us t omers . It is

n o t p r a c t i c a l , h o w e v e r , t o d e t e r m i n e w i t h c e r t a i n t y t o w h a t e x t e n t t h e s e

c ha nges a re a t t r ibut a ble s olely t o t he MNP environment .

Performance

B efore ent ering int o a dis c us s ion of port ing performa nc e, it wi l l be us eful t o

give a brief des c ription of t he port ing proc es s a s implement ed in G ha na :

1 . T h e cu s to m e r v is i t s an a g e nt o r s h op o f t h e re c i pi e n t ne t w or k w it h h i s

p h o n e a n d I D c a r d ; r e v i e w s t h e p o r t i n g p r o c e s s w i t h t h e a g e n t ; s i g n s

t h e p o r t i n g r e q u e s t f o r m ; a n d s e n d s a f r e e v a l i d a t i o n S M S t o t h e P X S

s hort c ode.

2 . T h e a ge n t , th o u gh t h e r e ci p i en t n e tw o r k s e q ui p m en t , su b m it s a p o rt i n g

reques t t o PXS.

3 . N ot e: i f t h e r e qu es t i s s ub mi tt ed b ut t he v al id at io n S M S i s n ot s en t

wit hin 2 da ys , t he reques t wil l be c a nc el led, or a borted by t he s ys t em.

Co nv er se ly , i f t he v al id at io n S MS i s s en t b ut t he r eq ue st i s n ot


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s u b m i t t e d w i t h i n 2 d a y s , t h e S M S w i l l b e r e m o v e d f r o m t h e s y s t e m . I n

e i t h e r c a s e , P X S s e n d s a n S M S t o t h e c u s t o m e r i n f o r m i n g t h e m t h a t

t heir reques t c ould not be proc es sed.

4 . A s s oo n a s t he r e q u es t m at c he s w i th t h e v al i d at i on S M S i n t he s y st e m ,

PXS c hec k s t he reques t t o ens ure t ha t t he number ha s not a lrea dy beenp o r te d w i th i n t h e p r e vi o u s 3 0 d a y s, a n d t h a t t h e r e i s n o o t he r p e n d i n g

reques t t o port t ha t number. T hen PXS pa s s es a n a ut horis a t ion reques t

( A RE Q ) t o t he d on or n et wo rk a nd s en ds a nd S MS i nf or mi ng t he

c us t omer t ha t t heir reques t is being proc es s ed.

5 . U po n r e ce iv in g t h e A RE Q, t he d on or n et wo rk c he c ks t he n um be r t o

e n s u r e t h a t i t i s a n a c t i v e a c c o u n t w h i c h h a s b e e n o p e n f o r a t l e a s t 3 0

d a y s, a n d t h a t i t i s n o t r e l a te d t o a n y f r a u d o r t h e f t r e p o r t. I f i t p a s se s

t h es e t e st s, t h e d o no r s e nd s b a ck t o P X S a n a ut h or i sa ti o n r e sp o ns e

( AU T H) a pproving t he reques t .

6 . No te : If fo r any o f th e f ew p er mitte d re ason s t he re qu est is no t

a pproved, t he AU T H mes s a ge from t he donor indic a t es rejec t ion of t he

reques t , a nd PXS not if ies t he rec ipient t ha t t he reques t is bloc k ed.

7 . U po n r e ce i vi n g a n A UT H f r om t h e d o n or t h a t t he r e q ue st i s a p p ro v ed ,

t h e r e c i p i e n t s e n d s a n i n s t r u c t i o n r e q u e s t ( I R E Q ) t o c o m m e n c e t h e

port . I t t hen a c t iva t es t he c us t omer s new a c c ount a nd SIM.

8 . N o t e: I f t h e re c i pi e n t d oe s n o t se n d t he I R EQ w i th i n 4 8 ho u r s af t e r th e

AU T H is s ent by t he donor, PXS wil l a bort t he port ing reques t .

9 . P X S se n d s t h e I RE Q t o th e d o no r a nd a t t he s a me t i me , s e nd s a n SM S t o

t h e c us to m er n o ti f yi n g t he m t o c ha n ge t h ei r S I M. A t t hi s p o in t t he

port ing reques t wil l be c omplet ed wit hin 15 minut es .

1 0 . T h e d o n o r c l o se s t h e c u st o m er s a c c o un t , d e a c ti v a te s h i s o l d S I M, a n d

s ends a n ins t ruc t ion res pons e ( IR E S) t o PXS c onfirming it ha s done s o.

1 1 . P X S n o w c on s id e rs t h e p o r ti n g r e q ue st t o b e c om p le t ed , a nd i t a d d s

t ha t c us t omer s number t o t he c ent ra l l is t of port ed numbers in G ha na .

P X S t h e n s e n ds a m e s sa g e t o A L L n e t w o rk s i n G h an a i n f o r m in g t h e m o f

t his new port , s o t ha t ea c h of t hem wil l k now t hey s hould s end c a l ls a nd

SM S f or that nu mbe r to the recip ie nt ne twor k rath er th an the

customers original network.

T h e M N P R e g u l at i o ns r e q ui r e t h a t t h e r e ci p i en t s u b mi t a p o r ti n g r e q u e s t

w it h in 1 2 h o ur s a f te r t he c us to me r s a p pl i ca t io n ; t h at t h e d o no r s h ou l d

r e s p o n d w i t h t h e i r A U T H w i t h i n 4 h o u r s a f t e r r e c e i p t o f t h e A R E Q f r o m t h e

d o n o r ; a n d a s i s a l s o m e n t i o n e d i n t h e M N P p o l i c y , t h a t t h e e n t i r e p r o c e s s

s hould be c omplet ed in les s t ha n 24 hours . However, from la unc h, port ing in

G h an a h a s b e e n f a r f a s t e r t h a n 2 4 h o ur s , w h i c h c o m p a re s f a v or a b ly w i th

mos t ot her c ount ries . E ven in t he E uropea n U nion, not a l l c ount ries ha ve yet

r ed uc ed t he ir p or ti ng t im es f ro m 7 d ay s t o 1 d ay a s r eq ui re d b y E U

regulation.


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8

H o w ev e r , t h e M N P S t e e r in g G r o u p w a s m a nd a t ed b y t h e M N P p o l i cy t o f i n d

w a y s t o r e d u c e t h e t o t a l p o r t i n g t i m e i n G h a n a . T h e g o a l i s t o e n s u r e t h a t

t he proc es s is c omplet ed wit hin t he period of t ime t ha t t he port ing c us t omer

is in t he s hop or wit h t he a gent of t he rec ipient net work . T his would help t oa vo id a ny u nce rt ai nt y o n t he p ar t o f t he cu st om er , i mp ro ve s t he ir

s a ti s f ac t io n , a n d r e d u ce s t h e w o r kl o a d o n e a ch n e t wo r k s c u st o me r c a re

staff.

I n J u l y 2 0 1 1 , t h e f i r s t m o n t h o f o p e r a t i o n , t h e a v e r a g e t i m e t o c o m p l e t e a

port wa s 5 hours , 21 minut es . Mont h by mont h, t he a vera ge t ime reduc ed t o

2 hours , 37 minut es in Apri l , 2012.

W he n M NP b eg an i n G ha na , s om e o pe ra to rs h ad s ys te ms i n p la ce t ha t

h a n dl e d t h e p r o ce s s c o m mu n i ca t i on w i t h P X S a u t om a ti c a ll y . O t he r s c o u ld

n o t b e r e ad y o n t im e , a n d u s ed l i ve p e rs on n el t o m an u al ly p ro c es s e a ch

p o r t i n g r e q u e s t t h r o u g h a n o n l i n e c o n n e c t i o n w i t h P X S . A t t h e t i m e , N C A

dec ided it wa s bet t er t o la unc h MNP in t he ma rk et a s s oon a s pos s ible ra t her

t ha n t o wa it for t hos e net work s whos e s ys t ems ha d not yet a ut oma t ed.

I n t h e f i r s t q u a r t e r o f 2 0 1 2 , i t b e c a m e c l e a r f r o m e x a m i n a t i o n o f t h e d a t a

t h a t p r o pe r l y- o p er a t in g a u to m a te d s y st e m s a t e a ch m o b il e n e t wo r k c o u ld

p r od u ce m u ch f as te r p o rt in g t i me s . T h e S t ee ri n g G r ou p a d op te d i n A p ri l

2 0 1 2 p e r f o r m a n c e g o a l s s p e c i f y i n g h o w q u i c k l y e a c h n e t w o r k s h o u l d s e n d

t h e ir v a r io u s r e s p o n se s t o t h e s y s t e m . B y a d d re s s in g e a c h t y p e o f r e sp o n se

individua l ly, t he t ot a l a vera ge t ime is reduc ed. At t he s a me t ime, NC A ma de

c l e a r t h a t a l l o p e r a t o r s m u s t c o m p l e t e t h e i r t r a n s i t i o n t o a u t o m a t e d p o r t

order proc es s ing. Da t a wa s ga t hered week ly t o mea s ure progres s t owa rd t he

performa nc e goa l.

T h e g oa l s w e re s et b y o b se r vi n g t h e p e rf o rm an ce o f p r op e rl y o p er a ti ng

s y st e m s i n r e s pe c t o f t h e t h r e e m a i n s t e p s i n e a c h p o r t in g r e q u e s t, a n d a r e

des c ribed a s fol lows :

A f t e r t h e A R E Q i s s e n t , t h e d o n o r m u s t s e n d A U T H w i t h i n 1 5 m i n u t e s a t

lea s t 90% of t he t ime a nd wit hin 30 minut es a t lea s t 95% of t he t ime

Aft er t he AU T H is s ent , t he rec ipient mus t s end IR E Q wit hin 15 minut es a t

lea s t 90% of t he t ime a nd wit hin 30 minut es a t lea s t 95% of t he t ime

Aft er t he IR E Q is s ent , t he donor mus t s end t he IR E S wit hin 15 minut es a t

l e as t 9 0 % o f t h e t im e ( No t e t h at a f te r 1 5 m in u te s , P X S a ut o ma ti ca l ly

s ends t he IR E S i f t he donor ha s not done s o)

I f a l l t h e s e g o a l s a r e m e t , t h e n s t a t i s t i c a l l y , o n e w o u l d e x p e c t 8 1 % o f a l lp o r t s t o b e c o n c l u d e d w i t h i n 4 5 m i n u t e s a f t e r b e i n g s u b m i t t e d t o P X S a n d


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m a t c h e d w i t h t h e v a l i d a t i o n S M S . H o w e v e r , w e h a v e s e e n t h a t a u t o m a t e d

s ys t ems wil l genera l ly s end t heir res pons es wit hin 1 t o 7 minut es , lea ding us

t o bel ieve t ha t even s hort er t ypic a l port ing t imes c ould be a c hieved t hrough

t h i s i n i t i a t i v e . A f u r t h e r b e n e f i t t o c u s t o m e r s a n d t h e m a r k e t i n g e n e r a l i s

t he c ons is t enc y t ha t would be a c hieved; t he a mount of t ime required t o portwould not va ry s ignif ica nt ly wit h t he net work s involved.

As t he mobile opera t ors ma de t hen nec es s a ry a djus t ment s , a vera ge port ing

t i m es d r o p p e d t o 1 h o u r, 3 5 m i n ut e s i n M a y 2 0 1 2 a n d 1 h o u r, 2 4 m i n ut e s i n

J u n e 2 0 1 2 . H o w e v e r , t h e m o s t d r a m a t i c o v e r a l l i m p r o v e m e n t w a s a c h i e v e d

in t he f irs t ha lf of July 2012, a s t he rema ining few opera t ors c omplet ed t heir

a ut oma t ion ins t a l la t ions a nd a djus t ment s . T he mos t rec ent da t a a va i la ble a t

t he t ime t his report wa s f ina l ized indic a t ed t ha t a l l opera t ors ha d c omplied

wit h t he performa nc e goa ls , a nd t ha t a vera ge p o rt i ng t i m es h a d d ro p p ed t o

b et w een 7 a n d 8 m i n u t es . N e a r l y h a l f o f t h e r e q u e s t s w e r e c o m p l e t e d i n 5

minut es or les s . T herefore, provided t ha t a l l opera t ors c ont inue t o meet t he

p e r fo r m an c e g o a ls a n d s u f fe r n o s e r vi c e d i s ru p t io n s , G h a n a h a s a c h ie v e d

on t he s pot mobile number port ing.

Anot her import a nt is s ue is t he c orrec t rout ing of c a l ls a nd t ex t mes s a ges t o

n um be rs w hi ch h av e p or te d. A s d es cr ib ed e ar li er i n t hi s r ep or t, e ac h

n e t w o r k m a i n t a i n s a l i s t o f p o r t e d n u m b e r s a n d t h e n e t w o r k a t w h i c h t h e y

a re c urrent ly loc a t ed. When a nyone in G ha na pla c es a phone c a l l or s ends a

t ex t mes s a ge, t heir net work wil l f irs t c hec k in t heir l is t of port ed numbers . I f

t h e d e s t i n a t i o n p h o n e n u m b e r i s o n t h a t l i s t , t h e n t h e c a l l o r t e x t w i l l b e

r o u t e d t o t h e p o r t e d n u m b e r s c u r r e n t n e t w o r k a s i n d i c a t e d b y t h e l i s t . I f

t he des t ina t ion phone number is not on t ha t l is t , t hen t he net work wil l rout e

t he c a l l t o t he net work a t whic h t ha t number na t ura lly belongs .

P X S m ai nt a in s t h e c e nt ra l l i st o f p o rt e d n u mb e rs a n d i t s e nd s i mm e di a te

m es sa ge s t o a ll n et wo rk s i n G ha na w he ne ve r a n um be r i s a dd ed t o o r

r e m o v e d f r o m t h a t l i s t o r w h e n t h e c u r r e n t n e t w o r k o f a p o r t e d n u m b e r

c ha nges . I f a ny net work s l is t is not ident ic a l t o t he c ent ra l l is t , c us t omers of t ha t net work wil l not be a ble t o c a l l or t ex t t o numbers whic h a re c a ught by

t h e d i s c r e p a n c i e s i n t h e n e t w o r k s l i s t . T h i s s y s t e m i s q u i t e t y p i c a l o f M N P

s ys t ems worldwide.

U pon f inding in Dec ember 2011 t ha t c ert a in net work s were ha ving problems

ma int a ining t heir loc a l port ed number l is t , NC A is s ued a direc t ive t ha t ea c h

net work mus t rec onc i le t heir loc a l l is t wit h t he c ent ra l l is t on a week ly ba s is

a n d r e p o r t t h e r e s u l t s t o t h e A u t h o r i t y . F o r t h e m o s t p a r t , t h e c h a l l e n g e s

h av e b ee n i so la te d a nd r es ol ve d. A t t hi s t im e, o nl y o ne n et wo rk h as ap e r s i s t e n t p r o b l e m i n t h a t t h e i r s y s t e m f a i l s t o i n c o r p o r a t e t h e l i s t u p d a t e


11/16


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m e ss ag e s f r om P X S i n to t he i r l o ca l p o rt e d n u mb e r l i st . N C A c on t in u es t o

pres s t ha t net work t o work wit h it s vendors t o f ind a n ex pedit ed s olut ion.

P o r ti n g r e q ue s t s u c ce s s r a te r e p re s e nt s a n o th e r c h al l e ng e . C h ar t 3 b e l ow

s hows t he his t ory of t he s uc c es s ful, bloc k ed, a nd a bort ed ra t es s inc e la unc h:

C h a r t 3 A b o r t e d , C o m p l e t e d , B l o c k e d R e q u e s t s N o r m a l i z e d t o 1 0 0 %

T he o v er al l s u cc e ss r at e o f r e qu e st s t o d at e i s 7 5 .2 % , a n d m o st r e ce n tl y

7 8 . 4% i n J u n e 2 0 1 2 . I t h a s b e e n a s h i g h a s 8 3 . 1 % ( A p r i l 2 0 1 2 ). N C A s v i e w i s

t ha t t he c omplet ion ra t e s hould a pproa c h 90% a s c ons umers bec ome a wa re

o f t h e p r o c e s s a n d t h e m o b i l e o p e r a t o r s r e f i n e t h e i r s y s t e m s a n d e d u c a t et heir f ield opera t ives .

Almos t a l l bloc k ed port s were rejec t ed for t he rea s on t ha t t he a c c ount s were

n o t a t l e a s t 3 0 d a y s o l d w h e n t h e p o r t i n g r e q u e s t w a s r e c e i v e d . I n t h e f i r s t

f e w m o n t hs o f o p er a ti o n m o r e p o rt s w e re b lo c ke d o n t h e b a s i s t h a t t h e

a c c o u n t w a s n o t a c t i v e , b u t a m o r e d e t a i l e d d e f i n i t i o n o f w h a t c o n s t i t u t e s

a n ina c t ive a c c ount la rgely res olved t his is s ue. R ec ent ly, a s oft wa re upda t e

a t one net work c a us ed t hem t o bloc k s ome reques t s improperly, but ea c h of

t hes e wa s ident if ied a nd res ubmitt ed for a pprova l.


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A b o r t e d p o r t s a r e a m o r e p e r s i s t e n t p r o b l e m . 9 5 % o f a b o r t s a r e d u e t o n o

v a l i d a t i o n S M S b e i n g r e c e i v e d w i t h i n t h e 2 d a y s b e f o r e a n d a f t e r a p o r t i n g

reques t is s ubmit t ed. T he us ua l c a us es ha ve been fa i lure of t he f ield a gent s

t o e n su r e t ha t t he v al id a ti on S M S i s s e nt f r om t he c us to m er s p h on e , o r

f a i l u r e o f t h e m o b i l e o p e r a t o r t o s u b m i t t h e p o r t i n g r e q u e s t w i t h i n 2 d a y sa f t er t h e S M S w a s s e n t , t h u s c a u s in g t h e S M S i t s e lf t o e x p i r e . H o w e v er , t h e

la rge inc rea s e in a bort ed reques t s in November 2011 wa s due t o a t ec hnic a l

p ro bl em a t o ne n e tw or k w hi ch b eg an i n l at e O ct ob er , c au si ng a l ar ge

n u m be r o f v a li d a ti o n f r o m t h e ir c u st o m e rs t o P X S t o b e l o st . W h e n i t w a s

a pp ar en t t he p ro bl em w ou ld p er si st f or s om e t im e, N CA d ir ec te d o n

November 16, 2011 a t empora ry SMS wa iver proc edure whic h wa s s us pended

on Ja nua ry 26, 2012, a ft er t ec hnic a l t es t s indic a t ed t ha t net work ha d s olved

it s SMS problem, a nd wa s c a nc el led on Februa ry 10, 2012 when it wa s c lea r

t he a bort ra t e wa s no longer being impa c t ed.

A s C h a r t 3 s h ow s , t h e a b o rt r a t e w a s h i g h d u r i n g F e b r ua r y a n d M a r ch 2 0 1 2 .

T hi s w as ca us ed , f or l ac k o f a b et te r d es cr ip ti on , b y o ne n et wo rk s

ent hus ia s m for t he MNP proc es s out s t r ipping it s res ourc es . At t he t ime, a l l

o f t h a t n e t w o rk s p o r t o r d er i n g r e s p o n se s w e r e g e n e r a te d m a nu a l ly , a n d

m an y r e qu e st s a bo r te d b e ca u se t he y w er e n o t e n te re d i n to t he s ys te m

b e f o r e t h e v a l i d a t i o n S M S h a d a b o r t e d , o r b e c a u s e n o b o d y t h e r e s e n t t h e

I R E Q w i t h i n 4 8 h o u r s a f t e r t h e d o n o r h a d s e n t i t s a u t h o r i s a t i o n r e s p o n s e .

T hi s p ro bl em r es ol ve d w he n t ha t n et wo rk i mp le me nt ed a nd p ro pe rl y

c onfigured it s a ut oma t ion s ys t em in la t e Ma rc h 2012.

T here wil l a lwa ys be va l ida t ion SMS a bort s t o s ome ex t ent , due t o va ria t ions

i n t h e c us to m er - ag e nt i n te r ac t io n . H o we v er , i n N C A s v i ew , t h er e i s n o

ex c us e for a ny a bort s t o t a k e pla c e when t he rec ipient net work ha s fa i led t o

s e n d t h e I R E Q w i t h i n 4 8 h o u r s a f t e r t h e A U T H i s s e n t b y t h e d o n o r . E v e n i f

a n a u t o m a t e d s y s t e m m i s s e s a r e s p o n s e , e a c h n e t w o r k i s r e q u i r e d t o h a v e

h u m an s c h e ck i ng t h e s y s t e m m a n u a ll y a f e w t i m e s e a c h d a y t o c a t ch t h i ng s

t ha t t heir a ut oma t ed s ys t ems ( or t hos e of t he ot her net work s involved) ha ve

m i s s e d . E a c h t i m e a r e q u e s t a b o r t s d u e t o l a c k o f I R E Q , i t m e a n s t h a t ac us t omer t rying t o join a net work wa s t hwa rt ed by s omeone a t t ha t net work

not doing t heir job di l igent ly for t wo ful l da ys .

Consumer Issues

Any cust omer who wishes to chan ge networks for any re ason

dis s a t is fa c t ion wit h pric es or qua l it y, a t t ra c t ive offers a t a not her net work ,

o r s i m p l e c u r i o s i t y c a n d o s o w i t h o u t c h a n g i n g t h e i r p h o n e n u m b e r . A l l


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t h a t i s r e q u i r e d i s t o b r i n g I D a n d p h o n e t o a s h o p o r a g e n t o f t h e n e t w o r k

he/s he wis hes t o join.

I t i s i m p o r t a n t f o r t h e c u s t o m e r t o r e a d c a r e f u l l y t h e p o r t i n g r e q u e s t f o r m

before s igning. NC A ha s ex a mined a nd a pproved port ing reques t forms fromea c h net work , a nd ha s ens ured t ha t a l l t he nec es s a ry informa t ion is t here.

It is vit a l for t he c us t omer t o unders t a nd t ha t when he or s he a grees t o port

t h e ir n u m be r , t h e y a r e l e a v i ng t h e ir o l d n e t w o r k e n t i re l y a n d j o i ni n g a n e w

n e t w o r k . T h e o l d S I M w i l l s t o p w o r k i n g . A n y c r e d i t l e f t i n t h e o l d a c c o u n t

wil l be los t . Any phone numbers s t ored on t he old SIM s hould be c opied int o

t he phone s o t hey wil l not be los t .

I f a c u s t o m e r h a s p r o b l e m s d u r i n g o r a f t e r t h e p o r t i n g p r o c e s s , a s s i s t a n c e

a nd informa t ion s hould be provided by t he rec ipient net work t he opera t or

h e h a s j o i n e d o r i s t r y i n g t o j o i n . F a i l i n g t h a t , N C A c a n b e c o n t a c t e d a s

follows:

Web s it e: ht t p://www.nc a .org.gh/40/125/Ma ke-a -C omplaint .ht ml

E ma il : co mp la in ts @n ca .o rg .g h

Phone: 030 701 1419

F a ce b o o k: M N P G h an a ( g r ou p p a g e)

W e h a v e n o t e d i n t h e p a s t y e a r t h a t m o s t p r o b l e m s i n t h e p o r t i n g p r o c e s s

a r e c a u se d b y m i s st e p s a t t h e r e ci p i en t n e t wo r k . C u s t o me r s e x p er i e nc i n g

d i f f i c u l t i e s s h o u l d n o t a s s u m e t h e y w e r e c a u s e d b y t h e i r c u r r e n t n e t w o r k

obs t ruct ing t he proc es s .

Very s oon a ft er MNP wa s la unc hed, we bega n rec eiving report s of a gent s in

t he f ie ld m is le ad in g cu st om er s i nt o p or ti ng w he n t ha t w as n ot t he

c u s t o m e r s a c t u a l i n t e n t . I n s o m e c a s e s , a c u s t o m e r s n u m b e r w a s p o r t e d

w h e n a l l t h e y h a d r e q u e s t e d w a s t o g e t a n e w n u m b e r o n a n o t h e r n e t w o r k

w i t h t h e s a m e l a st 7 d i g it s a s t h e y h a d o n t h e i r c u rr e n t n e t w or k , a p r a ct i ces o m e c a l l p r e f i x i n g . T h a t i s n o t p o r t i n g - a p r o c e s s w h i c h r a t h e r b r i n g s

your ent ire mobile number t o a new net work .

I n i t i a l l y w e b e l i e v e d t h e s e w e r e b i r t h i n g p a i n s w h i c h w o u l d d i m i n i s h a s

e v e r y o n e b e c a m e m o r e f a m i l i a r w i t h t h e p r o c e s s . H o w e v e r , w e f i n d t o d a y

t h a t e v e n a f t e r o n e y e a r , v a r i o u s t y p e s o f m i s c o m m u n i c a t i o n ( a t b e s t ) o r

d e c e p t i o n ( a t w o r s e ) a r e t a k i n g p l a c e i n t h e f i e l d , p r i m a r i l y b y a g e n t s w h o

a r e a u t h o r i z e d b y t h e m o b i l e o p e r a t o r s t o s e l l t h e i r p r o d u c t s a n d s e r v i c e s .

Ma ny people t end t o rely upon verba l repres ent a t ions a nd do not even rea dt he doc ument t hey a re s igning. Agent s ha ve been t el l ing people who ha ve no


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int ent ion t o port t ha t t hey a re get t ing a new free SIM a nd bot h t heir old a nd

new SIM wil l c ont inue t o work . It is a ppa rent t ha t wha t we fa c e now is not a

f am il ia ri za ti on p ro ce ss , b ut r at he r s om e a ge nt s w it h a n a bu nd an ce o f

s a les ma ns hip a nd a s hort a ge of et hic s .

T h e r e i s a p r o c e d u r e f o r r e m e d y i n g s u c h f r a u d u l e n t p o r t s q u i c k l y , a n d t h e

n et wo rk s h av e g en er al ly c oo pe ra te d w el l i n r es ol vi ng s uc h m at te rs a t

c us to me r s r eq ue st . T he t ot al n um be r o f s uc h r es ol ut io ns i s q ui te l ow

compared to the overal l number of porting requests, but any

mis repres ent a t ion is s t i l l t oo muc h. We need prevent ion, not jus t c ure a ft er

t he fa c t .

N C A h a s a s k e d t h e n e t w o r k s t o c a l l t h e i r a g e n t s t o o r d e r , b u t w e h a v e n o t

yet s een s uff ic ient progres s . We ha ve s ugges t ed t ha t t he T elec oms C ha mber

e s t ab l i sh a s y st e m t o s h ar e i n f or m at i o n b e t w e e n o p e r a t o rs a b ou t a g e nt s

w h o h a v e m i s l e d c u s t o m e r s , s o t h a t t h e y c a n b e r e m o v e d f r o m t h e s y s t e m .

We unders t a nd t ha t t he C ha mber members s upport t his idea in princ iple but

ha ve not yet t a k en a ny s t eps t owa rd implement a t ion.

I t m ay b e l ef t t o N CA t o a ct d ec is iv el y t o r es ol ve t hi s p ro bl em i f t he

opera t ors c a nnot or wil l not do s o. We ma y c ha nge t he s pec if ic a t ions for t he

p o r t i n g r e q u e s t f o r m s t o i n c l u d e w a r n i n g l a n g u a g e i n l a r g e f o n t s . W e m a y

require opera t ors t o provide NC A c opies of s igned port ing reques t forms for

every reques t in whic h fra ud is a l leged. We ma y c a l l c us t omers , a gent s , a nd

t heir s upervis ors for hea rings on ea c h c a s e. In t he end, we ma y be forc ed t o

i ss ue s an ct io n s a g ai n st o p er at or s w ho a ll o w t h is s i tu a ti o n t o p e rs is t a t

una c c ept a ble levels . T he int egrity of t he proc es s is a t s t a k e.

Looking Forward

MNP is a perma nent pa rt of t he t elec oms la nds c a pe in G ha na . C ha rt 4 below

s h o w s h o w M N P h a s g r o w n i n t h e p a s t y e a r , a n d h o w i t m i g h t g r o w b a s e d

upon a s imple a rit hmet ic predic t ion met hod:


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14

C h a r t 4 C o m p l e t e d R e q u e s t s s i n c e L a u n c h a n d P r e d i c t io n t h r o u g h 2 0 1 2

T h i s d o e s n o t r e p r e s e n t a n N C A p r e d i c t i o n o r e x p e c t a t i o n . T h e t a k e u p o f

M NP i s a lw ay s s ub je ct t o t he w il l o f t he c on su me r r es po nd in g t o b ot h

pos it ive a nd nega t ive c ompet it ive fa c t ors . T he mos t import a nt point t o t a k e

a w a y i s t h a t t h e a b i l i t y t o c h a n g e n e t w o r k s w i t h o u t c h a n g i n g n u m b e r s i s a

very s ignif ica nt c ons umer empowerment .

N C A u n d e r s t a n d s t h a t M N P i s n o t a s u b s t i t u t e f o r t h e o t h e r r e g u l a t o r y a n d

enforc ement func t ions it performs in t he in t he indus t ry. MNP requires new

modes of t hink ing a nd opera t ion a c ros s t he indus t ry, a s ea c h port ing reques t

involves a c us t omer, a rec ipient net work , a donor net work , a c ent ra l s ervic e

provider, a nd a l l t he ot her net work s whic h mus t rout e t ra ff ic c orrec t ly a ft er

t h e p o r t i s c o m p l e t e d . T h i s i s f a r m o r e c o m p l e x t h a n a s i m p l e i n t e r a c t i o n

bet ween one net work a nd one of it s c us t omers .

W h i le P X S o p e ra t e s t h e c e n tr a l s y s te m a n d h a s c o n tr a ct u al r e s po n s ib i l it i e s

t o t h e m o b i l e n e t w o r k s , i t l a c k s a n y r e g u l a t o r y a u t h o r i t y . I t t h e r e f o r e f a l l s

t o N CA t o r e ma in e n ga ge d i n m o ni t or i ng a n d m e nt o ri n g M N P s er vi c e i n

G ha na , a s t he o nl y e nt it y t ha t h as e nf or ce me nt a ut ho ri ty o ve r a ll t he

p ar ti ci pa nt s, a nd i t d oe s s o w it h t he c on su me r a t t he f or ef ro nt o f i ts

thoughts.


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Acknowledgments

I t i s i m p o r t a n t t o r e c o g n i z e t h e r o l e t h a t t h e m o b i l e o p e r a t o r s h a v e p l a y e din t his projec t . T he int roduc t ion of MNP impa c t s a lmos t every depa rt ment in

a mobile c ompa ny. NC A a pprec ia t es t his a nd a c k nowledges t he c ont ribut ions

of t hos e c ompa nies a nd t heir ma ny c ommerc ia l , lega l, regula t ory, t ec hnic a l ,

p r o j e c t p l a n n i n g , a n d I T p e r s o n n e l w h o h a v e m a d e i t t h e s u c c e s s i t i s i n

Ghana.

S p e c i a l r e c o g n i t i o n m u s t b e g i v e n t o t h e M N P H e l p D e s k p e r s o n n e l a t t h e

mobile net work s a nd PXS. It is on t heir des k s a nd in t heir ema il inbox es t ha t

e v er y M N P c ha l le n ge l an d s, a nd t he y w o rk d il i ge n tl y a nd c he e rf u ll y w it h

t heir c ount erpa rts a t t he o t he r c om pa n ie s a nd w it h t h ei r o w n c us to me r

s e r vi c e , m a r k e ti n g , a n d t e ch n i ca l d e p ar t m en t s t o r e so l v e e a c h a n d e v e ry

M N P i s s u e t h a t a r i s e s , b u t r e c e i v e l i t t l e o f t h e c r e d i t . S o i n t h i s r e p o r t a t

lea s t NC A s a ys Ayek oo.

W e a l s o a p p r e c i a t e t h e s u p p o r t t h e p r o j e c t h a s e n j o y e d a n d c o n t i n u e s t o

enjoy from t he Minis t er of C ommunic a t ions a nd t he NC A B oa rd of Direc t ors ,

w i t h o u t w h i c h M N P i n G h a n a w o u l d n o t h a v e b e c o m e t h e b e n c h m a r k t h a t

ot her c ount ries in Afr ic a a nd els ewhere s t r ive t o ma t c h.

mnp in ghana first year report 120718

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