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Ensuring quality of service of public cellular service and network

Collaboration among cellular service providers and other relevant authorities and agencies is essential to coordinate cellular coverage issues and QoS improvement planning nationwide. Hence, various initiatives taken by MCMC and cellular service providers throughout 2014 aimed to address issues pertaining to public cellular service. These initiatives are detailed below:

 Cellular Coverage Improvement

Monitoring and coordination of nationwide improvement plan for cellular network with cellular service providers on monthly basis. Completed projects include those along the New Klang Valley Expressway (NKVE), the Maju Expressway (MEX), the Kuala Lumpur – Kuala Selangor Expressway (LATAR), Gua Tempurung, Terowong Menora and in Bandar Puteri Puchong.

 In-building Coverage System (IBC)

This comprises a proposal, planning and implementation of In-building Coverage system (IBC) in strategic locations such as commercial centres, airports and government offices.

 Putrajaya Blueprint and Langkawi Blueprint

Putrajaya Blueprint and Langkawi Blueprint are a series of large scale improvement projects for enhancing quality and capacity of voice and data services by upgrading the existing transmission and identifying new sites for development.

Notably, MCMC also assesses the QoS for cellular network to ensure service providers meet the minimum standards as stipulated in QoS Mandatory Standards, that is, dropped call rate shall not be more than 3% and End-point Service Availability (ESA) shall not be less than 95%.

There were three types of network assessment conducted periodically throughout the year, namely the Nationwide QoS Assessment on Cellular Network, QoS Assessment on Cellular Network in Klang Valley Major Highways and QoS Assessment on Cellular Network at Protocol Route.

The QoS Assessment on Cellular Network at Protocol Route covered the NKVE, MEX, ELITE Highway, Jalan Duta, and routes in Putrajaya and Cyberjaya. On the other hand, the QoS Assessment on Cellular Network in Klang Valley Major Highways involving a total of 21 highways as shown in Figure 5.18 are carried out by respective service providers on a monthly basis.

Service Quality Assurance

Ensuring quality of service of public cellular service and network

Collaboration among cellular service providers and other relevant authorities and agencies is essential to coordinate cellular coverage issues and QoS improvement planning nationwide. Hence, various initiatives taken by MCMC and cellular service providers throughout 2014 aimed to address issues pertaining to public cellular service. These initiatives are detailed below:

 Cellular Coverage Improvement

Monitoring and coordination of nationwide improvement plan for cellular network with cellular service providers on monthly basis. Completed projects include those along the New Klang Valley Expressway (NKVE), the Maju Expressway (MEX), the Kuala Lumpur – Kuala Selangor Expressway (LATAR), Gua Tempurung, Terowong Menora and in Bandar Puteri Puchong.

 In-building Coverage System (IBC)

This comprises a proposal, planning and implementation of In-building Coverage system (IBC) in strategic locations such as commercial centres, airports and government offices.

 Putrajaya Blueprint and Langkawi Blueprint

Putrajaya Blueprint and Langkawi Blueprint are a series of large scale improvement projects for enhancing quality and capacity of voice and data services by upgrading the existing transmission and identifying new sites for development.

Notably, MCMC also assesses the QoS for cellular network to ensure service providers meet the minimum standards as stipulated in QoS Mandatory Standards, that is, dropped call rate shall not be more than 3% and End-point Service Availability (ESA) shall not be less than 95%.

There were three types of network assessment conducted periodically throughout the year, namely the Nationwide QoS Assessment on Cellular Network, QoS Assessment on Cellular Network in Klang Valley Major Highways and QoS Assessment on Cellular Network at Protocol Route.

The QoS Assessment on Cellular Network at Protocol Route covered the NKVE, MEX, ELITE Highway, Jalan Duta, and routes in Putrajaya and Cyberjaya. On the other hand, the QoS Assessment on Cellular Network in Klang Valley Major Highways involving a total of 21 highways as shown in Figure 5.18 are carried out by respective service providers on a monthly basis.

QoS Assessment on Cellular Network in Klang Valley 21 Major Highways

No. Route Point A Point B

1 MEX Jalan Tun Razak Putrajaya Toll

2 DENGKIL - LCCT Putrajaya Toll LCCT

3 KLIA Putrajaya Toll KLIA

4 KESAS & SELAT KLANG Bukit Raja Bukit Jalil

5 ELITE Bukit Jelutong Nilai

6 NSE A Sungai Besi Nilai

7 NKVE Jalan Duta Bukit Raja

8 LDP Sri Damansara Puchong

9 SPRINT/KERINCHI/PENCHALA Federal Highway Federal Highway

10 NPE Bandar Sunway Kuchai Lama/Bangsar

11 GUTHRIE Bukit Jelutong Rawang exit

12 SMART TUNNEL Sungai Besi Jalan Tun Razak/Jalan Sultan Ismail

13 MRR2 Sri Damansara Bukit Jalil

14 FEDERAL HIGHWAY Jalan Chan Sow Lin Bukit Raja

15 SKVE UNITEN Telok Panglima Garang

16 SILK Kajang Balakong

17 AKLEH Jalan Sultan Ismail Ampang

18 DUKE Jalan Duta Karak/MRR2

19 CHERAS-KAJANG EXPRESSWAY Cheras Kajang

20 LEKAS Kajang Senawang

21 LATAR Templer Ijok

Source: MCMC

Figure 5.18 QoS Assessment on Cellular Network in Klang Valley 21 Major Highways

Mandatory Standards for QoS of public cellular service79 _{which came into force on July 9, 2013} set 3% for dropped calls. The assessment shown in Figure 5.19 is the average result of 12- month assessments based on four service providers, namely Maxis, DiGi, Celcom and U Mobile. The assessment is also applicable to relevant cellular service providers and subject to licence conditions. With that, MCMC has issued compounds for non-compliance cases to the QoS Mandatory Standards.

Average Dropped Call Rate based on QoS Assessment on Cellular Network

Average Dropped Call Rate 2013 2014

Nationwide 2.92% 4.03%

Protocol Routes 1.51% 1.85%

21 Major Highway in Klang Valley * 3.32%

*The initiative started in 3Q/4Q 2013 Source: MCMC

Figure 5.19 Average Dropped Call Rate based on QoS Assessment on Cellular Network

79 _{Determination No.1 2013, Variation to Commission Determination on The Mandatory Standards For Quality of Service (Public} Cellular Service).

Evaluating performance of wired and wireless broadband network

A QoS assessment was conducted by a consulting firm from 19 January to 31 March 2014 to evaluate performance of wired and wireless broadband offered by major service providers. The assessment seeks to ensure broadband quality of service complies with the Mandatory Standards for Quality of Service (Broadband Access Service), Determination No.1 2007 and Minister’s KPI 201480_.

Figure 5.20 and Figure 5.21 highlight the throughput rate for wired broadband of major service providers involved as compared with Mandatory Standards and Minister’s KPI 2014 respectively.

Performance of throughput rate for wired broadband as compared with Mandatory Standard 2014 (at least 90% of subscribed level for 95% of the time)

Service Providers Average of Throughput Rate (%)

Download Upload

TM, Maxis, TIME 68.38 57.10

Source: MCMC

Figure 5.20 Performance of throughput rate for wired broadband as compared with Mandatory Standard 2014

For Mandatory Standard, the service providers need to achieve at least 90% of subscribed level for 95% of the time. Nonetheless, the average of throughput rate recorded was 68.38% for download and 57.10% for upload. In order to ensure the quality of services comply with Mandatory Standard, the MCMC together with the relevant service providers have discussed the action plan towards improving the infrastructures. Subsequently, the service providers have submitted proposals for enhancement of related areas by stages to MCMC.

In terms of performance of throughput rate for wired broadband as compared with Minister’s KPI 2014, the assessment was conducted in seven cities which cover 35 sites in total in Malaysia including Kuala Terengganu, Kota Bharu, Pulau Pinang, Ipoh, Melaka, Sandakan and Sibu starting from 19 January until 31 March 2014.

The average throughput rate is based on the average subscribed package speed (Mbps). In this case, the throughput rate was 82.83% for download and 88.68% for upload, which surpassed the Minister’s KPI 2014 for not less than 70% of the subscribed speed package.

Performance of throughput rate for wired broadband as compared with Minister’s KPI 2014 (not less than 70% of the subscribed speed package)

Service Providers Average Speed Subscribed Package (Mbps) Average of Throughput Rate (%)

Download Upload Download Upload

TM, Maxis, TIME 6.36 5.99 82.83 88.68

Source: MCMC

Figure 5.21 Performance of throughput rate for wired broadband as compared with Minister’s KPI 2014

The average throughput rate for wireless broadband performance as compared with Minister’s KPI 2014, shall not be less than 65% of 1Mbps. The assessment results shown in Figure 5.22

80 _{Minister’s KPI 2014 for performance of throughput rate for wired broadband shall not less than 70% of the subscribed speed} package; while for performance of throughput rate for wireless broadband shall not less than 65% of 1Mbps.

Evaluating performance of wired and wireless broadband network

A QoS assessment was conducted by a consulting firm from 19 January to 31 March 2014 to evaluate performance of wired and wireless broadband offered by major service providers. The assessment seeks to ensure broadband quality of service complies with the Mandatory Standards for Quality of Service (Broadband Access Service), Determination No.1 2007 and Minister’s KPI 201480_.

Figure 5.20 and Figure 5.21 highlight the throughput rate for wired broadband of major service providers involved as compared with Mandatory Standards and Minister’s KPI 2014 respectively.

Performance of throughput rate for wired broadband as compared with Mandatory Standard 2014 (at least 90% of subscribed level for 95% of the time)

Service Providers Average of Throughput Rate (%)

Download Upload

TM, Maxis, TIME 68.38 57.10

Source: MCMC

Figure 5.20 Performance of throughput rate for wired broadband as compared with Mandatory Standard 2014

For Mandatory Standard, the service providers need to achieve at least 90% of subscribed level for 95% of the time. Nonetheless, the average of throughput rate recorded was 68.38% for download and 57.10% for upload. In order to ensure the quality of services comply with Mandatory Standard, the MCMC together with the relevant service providers have discussed the action plan towards improving the infrastructures. Subsequently, the service providers have submitted proposals for enhancement of related areas by stages to MCMC.

In terms of performance of throughput rate for wired broadband as compared with Minister’s KPI 2014, the assessment was conducted in seven cities which cover 35 sites in total in Malaysia including Kuala Terengganu, Kota Bharu, Pulau Pinang, Ipoh, Melaka, Sandakan and Sibu starting from 19 January until 31 March 2014.

The average throughput rate is based on the average subscribed package speed (Mbps). In this case, the throughput rate was 82.83% for download and 88.68% for upload, which surpassed the Minister’s KPI 2014 for not less than 70% of the subscribed speed package.

Performance of throughput rate for wired broadband as compared with Minister’s KPI 2014 (not less than 70% of the subscribed speed package)

Service Providers Average Speed Subscribed Package (Mbps) Average of Throughput Rate (%)

Download Upload Download Upload

TM, Maxis, TIME 6.36 5.99 82.83 88.68

Source: MCMC

Figure 5.21 Performance of throughput rate for wired broadband as compared with Minister’s KPI 2014

The average throughput rate for wireless broadband performance as compared with Minister’s KPI 2014, shall not be less than 65% of 1Mbps. The assessment results shown in Figure 5.22

80 _{Minister’s KPI 2014 for performance of throughput rate for wired broadband shall not less than 70% of the subscribed speed} package; while for performance of throughput rate for wireless broadband shall not less than 65% of 1Mbps.

shows the average throughput rate for download and upload were 69.68% and 60.78% respectively.

Performance of throughput rate for wireless broadband as compared with Minister’s KPI 2014 (not less than 65% of 1Mbps)

Service Providers Average of throughput rate (%)

Download Upload

Celcom, DiGi, Maxis, P1, U Mobile, YES 69.68 60.78 Source: MCMC

Figure 5.22 Performance of throughput rate for wireless broadband as compared with Minister’s KPI 2014