PERFORMANCE MONITORING OF MOBILE OPERATORS IN IRAQ

Transcription

1 Communications and Media Commission Request For Quotation (RFQ) PERFORMANCE MONITORING OF MOBILE OPERATORS IN IRAQ RFQ# 001/2010 ISSUE DATE: July 20, 2010 CLOSING DATE: August 3, 2010 CONTACT PERSON: Name: Dr. Faris Al-Salihi Phone:

2 1 INTRODUCTION The Commission for Media and Communication (CMC) was created in 2004 to regulate communications, media broadcasting and information services in Iraq. CMC is responsible for working with mobile operators in Iraq to increase mobile network penetration and quality of communication services. It works closely with current cellular license holders in Iraq to improve their technical and organizational maturity and assist them in providing best-in-class mobile services to consumers. CMC s vision is to leverage mobile communications for the economic and social development of Iraq. 2 SCOPE OF WORK CMC is seeking the services of a third party to monitor and analyze the performance of mobile operators in Iraq. The goal is to conduct a continuous and comprehensive audit of the technical quality of the mobile networks and assess the maturity and performance of current service providers operations. The network performance monitoring capability will allow CMC to direct the improvement of the Quality of Service (QoS) of cellular networks, to quickly detect issues and drive to resolution. The capability will also enhance CMC s understanding of the current problems faced by consumers in Iraq and enable it to work more closely with mobile operators to improve the customer experience. 2.1 Reports The selected third party will be required to issue reports on all mobile operators covering at minimum the following requirements: Monthly analysis, collection and verification of voice, data and Value Added Services (VAS) network performance. At minimum, the following metrics need to be benchmarked: a. Call set-up success rate b. Call set-up time (cumulative distribution) c. Blocked call rate d. Dropped/failed call rate e. Call completion success rate f. Handover success rate (global and intra/inter band) g. Signal strength (cumulative distribution), coverage and availability h. Transmission quality (between cell sites and switches, and inter-switches, e.g., Microwave, Fiber) i. Call set-up delays j. Speech quality Page 2 of 5

3 k. Interference problems Quarterly verification, analysis and audit of the following mobile network elements: a. Core network design and architecture b. RF network design c. BSS network design d. Transmission network design Verification and benchmarking of customer s ability to perform account recharge Measurement of end-to-end customer experience (call origination to termination) using interface analysis tools Analysis of core network performance data including Mobile Switching Systems (MSS), Media Gateways (MGW), Home Location Registers (HLRs) and Intelligent Network (IN) metrics Analysis of RF/BSS network performance data at a cell site and Base Station Controller (BSC) level Analysis of actual external interference impact on customer ability to make and receive phone calls Analysis of ability to meet customer growth requirements in Iraq Analysis of complaints from CMC customer care center and customer service organizations of operators Verification of formulas being used by operators to measure call performance metrics such as: a. Call Setup Success Rate (CSSR) b. Drop Call Rate (DCR) c. Handover Success Rate (HOSR) d. Call Success Rate (CSR) Audit of power backup capabilities Analysis of overall network availability Compliance with performance requirements set by CMC Accuracy of reporting to CMC Reporting of performance at a cell, city, region, province and national level Page 3 of 5

4 2.2 Audit The selected third party will perform continuous audit of the target networks. The CMC expects that the third party will employ an approach and technology solution that meets the following minimum requirements: Chosen approach will provide a full and comprehensive view of network performance, including remote areas Third party will be an objective, independent, highly respected organization with a depth of experience in solving similar network issues within Iraq Due to the security situation, the solution must be able to be implemented remotely, to allow for a monitoring facility that is not necessarily located within Iraq The solution must be technology agnostic, and interoperable with any type of system or equipment already deployed on various networks The solution must provide the ability to produce both high-level reporting that meets the needs of senior executives monitoring quality of service across Iraq, as well as detailed diagnostic and technical information for engineers and other managers to implement the technical recommendations and fix any identified performance issues Approach will provide a description of how the measurement will be conducted The third party will provide ongoing training to all levels of CMC stakeholders, to ensure a sustainable solution and build local capacity within Iraq CMC will retain ownership and control the security of the technology solution CMC will facilitate access to the target networks for the third party The third party will establish and maintain the means to move the data to the performance center, including a satellite link 3 QUALIFICATIONS All companies responding to this request must at minimum meet the following criteria: 3.1 Experience Prior experience working with one or more mobile operators in Iraq or the Middle East Working knowledge of Iraq mobile service provider market Demonstrated understanding of key technical issues faced by mobile operators in Iraq Page 4 of 5

5 Demonstrated experience in designing and deploying a remote network performance center(s) within the region Established methodology for conducting network performance audits Understanding and expertise in advising leadership on implementing audit recommendations, to include best practices in network performance monitoring and improvement, and demonstrated experience within the region and Iraq Ability to assess network performance end-to-end, including core, radio, IN, VAS and transmission network elements Prior experience in working with the specific network elements, equipment and vendors currently being employed by operators in Iraq Prior experience in conducting performance audits with at least three or more mobile operators (references are required) Working knowledge of the use of interface trace analysis tools in the conduct of performance audits Ability to conduct remote performance monitoring The bidding firms shall provide a comprehensive reference list of projects and license processes that they have successfully completed and the countries as well as references to verify their claims. 3.2 Operating Language Ability to conduct all business in English, with access to Arabic speakers 4 RESPONSE Compliance list to each of the items in the scope of works as well as the qualifications requirements Responders to this RFQ will provide a timetable for implementing the monitoring system and estimated schedule for when the reports will be issued after contract award. State if any of the work will be performed in; Iraq, Middle East or in other countries. Breakdown of the number of staff and their level and competences that will be assigned to the project. Estimated schedule for completion of each of the tasks after contract award. Breakdown of the costs for each of the individual subtasks, including upfront fees and ongoing fees and success fees. Page 5 of 5