With the rapid evolution of technology, operators now offer a multitude of services of choice to their customers who are becoming more and more demanding.

New services are born on a daily basis to the delight of customers, leading to an ever increasing use of data in mobile networks. This strong growth in data services is leading to a sharp deterioration in the quality of services. From then on, quality management of services has become a real daily concern for regulators.

Indeed in almost all our countries, the service offered is not up to the expectations of consumers, because the quality of service is not the appointment causing huge losses of time and money to users. If the customer has access to the services of their choice, almost all networks are similar compare to the quality of services they offer.

Poor quality of service has become a recurring problem that current practices can not fix. We must therefore be creative and find solutions to this daily problem that penalizes consumers (waste of time and money) and all users of ICT services.

In addition, with the development of mobile Internet services, data services are growing at the expense of voice services.

Our current performance metrics used to calibrate our networks no longer meet quality standards for data services. For this reason, ARTAO requested and obtained assistance from the ITU to update these performance indicators.

In response to our request, ITU has committed an expert to conduct a study and develop new guidelines to update quality of service control indicators to take into account the management of new data services.

Under the new guidelines, ARTAO will help regulators to closely monitor operators to ensure quality services to consumers, especially with the ever-increasing growth of new mobile data services.

To enable its members to take ownership of these new indicators, the Assembly of West African Telecommunications Regulators (ARTAO) has taken the initiative to organize a validation workshops.

To this end, in December 2017, ARTAO and ITU had organized a workshop in Dakar to validate these new guidelines in collaboration with ESMT followed by another one in July  2018 in Abidjan in collaboration with the Regulatory Authority for Telecommunications / ICT (ARTCI) of Côte d’Ivoire.