" ITREALMS: 2011-02-27

Wednesday, March 02, 2011

W.Africa: Nigeria ranks third on Internet penetration

A survey conducted among West African countries has ranked Nigeria third in Internet penetration in the sub-region.

This is coming as the result indicated that gender distribution on Internet access has a large margin between the male and female folks.

While the male recorded 86 per cent, the female scored 14 per cent during the survey.

The study conducted by Canadian-based International Institute for Sustainable Development (IISD) and led by Messrs Ben Akoh, Bjørnar Egede-Nissen, Don MacLean and Heather Creech, was entitled “Preparing the Ground for the West Africa Internet Governance Forum: A review of Internet public policy interests and processes in selected countries in the region.”

According to the Project Manager, Global Connectivity, Mr. Ben Akoh said that out of the 300 respondents that participated in the survey, Nigeria ranked third with 38 numbers of valid entries, coming behind Togo and Burkina Faso which had 105 and 56 respondents respectively.

He also said that Ghana’s valid entries were 25; Liberia 16, Senegal 1 while Sierra Leone got 14 valid entries.

Akoh decried the consequence of the survey, noting that though Internet penetration has been on the rise in the above listed countries, the growth rate is variable across these countries.

He cited an instance with the number of entries from Nigeria, Senegal, Ghana, and Togo, saying they have better Internet penetration and thus present a better representative sample for the region, but their survey response rate showed a contradiction to this trend.

Senegal, he pointed out, has a low response rate because of the inability to reach a national coordinator responsible for widely disseminating, just as the response rates for the Gambia, Sierra Leone and Liberia were low, an indicative of the challenge of Internet access in these countries.

However, these present an opportunity for future surveys and research that is targeted at a much wider West African population which comprises of the fifteen ECOWAS member states.

The team’s disposition of the respondents margin showed that the male gender scored about 86 and female 14 per cent respectively, which shows the gender bias may have on internet access across the ECOWAs countries.

The gender bias, the study showed may have had a significant effect on, among other things, issue priorities and what stakeholders were considered legitimate participants in the Internet governance process.

The study, further showed that the age distribution was between the age group of 18 and 34, which constitutes 54.6 per cent. Even as the next bracket of 35 to 49 has 35.2 per cent of respondents and 9.6 per cent were in the bracket of 50 to 64.

“Only one respondent was over 65 years of age. This, however, is somewhat commensurate with the age distribution in the surveyed countries, where populations are young and life expectancy is much shorter than in the global North,” part of the study stated.

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Interest groups set agenda for ICT sector

Few weeks ago, some industry interest groups came up to set agenda for the Information and Communication Technology (ICT) sector. REMMY NWEKE examines what this portends for the industry.
In every clime, there is a time for everything and for the various interest groups in the nation’s Information and Communication Technology (ICT) sector, every first quarter seem right for agenda setting period for mainly the government to make the environment which includes the sector better in the coming months.

It was not out of the blues that the Association of Telecommunication Companies of Nigeria (ATCON) and a non-governmental organisation, Joint Action Committee on ICT Awareness and Development (JACITAD) expressed their expectations as the year go by.

For ATCON, it is a year of identifying the emerging generation of young entrepreneurs worthy of recognition and mentorship, according to its president, Mr. Titi Omo-Ettu.

He said that ATCON having identified these budding young entrepreneurs is to structure a programme to further offer them a developmental assistance, and would mobilize its members to provide necessary mentorship and training that will make them thrive in their endeavour to grow in business.

Omo-Ettu said plans are up to align this programme with existing ones with relevant stakeholder groups in the country, maintaining that ATCON is working on this along with other established programmes of creating awareness on investment opportunities in broadband infrastructure construction for its members.

“All in close collaboration with the regulator and also with the executive and legislative arms of Federal Government,” he assured, stressing that they hope to identify areas of difficulty and resolve same for the benefit of investments in the sector.

Omo-Ettu who disclosed this in Lagos while discussed ‘Harnessing the Potential of the Internet and Applications on Mobile Devices’ said that ATCON aligns with the vision of bringing young entrepreneurs together to meet the established players, and stimulating interaction between them.

“To instigating a more rapid spread of mobile web applications and services and a plethora of opportunities and benefits that exist for the entire eco-system,” he said.

The association, he also said, has started seeing the mobile phone, in particular, as a device for change, a tool for closing the digital divide, an ultimate closer of the gap between the rich and the poor, and between the rural and the urban. “I want to hope that delegates at this conference will see the need to include in the discussion agenda the role of legislation, regulation, and the link between government and the private sector. That interests us as an emerging market that is in a hurry to catch up,” he said.

Omo-Ettu pointed out that by building the rapidly expanding mobile system to generate more business makes good sense. “Yes, millions of SIM cards exist in the market and are supposed to be doing quite a lot beyond voice. Content creation is key and I am particularly concerned about how much of this can be locally targeted and locally produced,” he said, insisting that ATCON is not only concerned about some issues but is in a hurry about attaining set levels about them.

These issues, he enlisted to include attainment of more generic and stipulated levels of service and proliferation which will be brought about by a deeper understanding of problems as well as how to solve them.

In addition, ATCON president said, the cards are areas of increasing productivity among young people, growing competition that handles antitrust effectively, regulating independently and fairly, understanding and getting ready to manage the frequency spectrum optimally, and of course growing mobile systems for optimum application.

ATCON under the present exco, he said, wants to deliver its mandate by leveraging on the passion of the young and the wisdom of the old – and the expertise of all – towards building an industry that would not only command better economic attention but one that will add to the socio-economic growth that Nigeria so desperately needs.

“Mobile Network Operators in many markets are known to be making huge amounts of revenues and profits from voice and text. However as competition, penetration and innovation increases these will hit a plateau and the new area of profitability will be data usage,” he observed, stressing that this is happening already with some experts describing it as an explosion.

“I am told that at the weekends in South Africa, 60 per cent of Google searches are made on a mobile telephone. For Operators to take full advantage of this they need to have content and services for their consumers to use. This is why the entire ecosystem needs to work together to enhance the development of the mobile web and applications,” he said.

ATCON boss said that citing mobile advertising as a case in point, saying that this is single biggest opportunity to monetise the mobile web and applications.

“Mobile marketing has created a new medium for advertisers; an entirely new way for them to reach out to and connect to consumers. Indeed, some experts consider it to be the superior way of marketing their products,” he said.

On content provision, ATCON said that while telecommunications was a neatly defined word few years ago, so much has happened in terms of interdisciplinary shifts that when we now speak of a mobile sector.

“We do not speak only of telecoms – but also of other elements of its application in life, business, entertainment, and even governance. For example, many telcos will soon realise that providing a number is only the beginning, and that value added services will decide who is king. The announcement by NCC that number portability will take effect this year also adds credence to this thought,” he said.

A lot of viewed content, he said, is imported into Africa because it is so much cheaper to do so than to produce African content, noting that the end result of that could only be negative – loss of culture, language and people engaging content that isn’t directly relevant to them.

“In terms of the mobile web and applications this is a great opportunity to react early. People want local, relevant information – it is important this is produced, and there are a plethora of reasons why. That is why it is important to take this opportunity to boost the local mobile ecosystem so that companies can start producing content for the local market,” he said.

Omo-Ettu stated that this could be an opportunity to reach Nigerian mobile subscribers with Nigerian created information and services. Sports, News, Jobs, Education, Music, Film, Democracy, Finance, Social Development, Commerce – are all areas where content and services can and need to be produced.

Deliberating on capacity development, ATCON leadership said Nigerian youth may just be getting an opportunity which need necessarily not come from government and which already manifests itself embedded in prevailing mobile systems, noting that if capacity can be developed in this way, then the possibilities are endless but prevarication or worse still, inaction will be precarious. That is why this conference is most timely.

Through this forum we are able to reaffirm our vision and our commitments and pitch them against the reality of the pace of development in the industry and see how we measure up to where we are in relation to where we want to be. A lot has been done already but we still have much more to do. Now is definitely not the time for complacency.

If capacity development can be achieved then it is to the advantage of the country as a whole in relation to point on local content and services. To facilitate a thriving mobile ecosystem is an essential element of this. Having the resources of the internet at your fingertips at a reasonable cost is fantastic for all members of society, especially if a local industry has contributed significantly to the information they are consuming.

ATCON also urged the youth to embrace the so-called gap by exploring it for businesses, noting that there’s an obvious gap between elderly professionals and young industry entrepreneurs and enthusiasts.

“Unfortunately, the industry has lost many potential bright minds to other sectors with promises of immediate large salaries. Also, the few that have chosen to pursue telecoms have not had the chance to have access to mentors with immense experience who can guide them along specific career paths. However, the onus lies on young people to take responsibility by first realising that the strength of the future mobile industry in Nigeria rests on their shoulders – and they must reach out to get all the help they need,” he said.

The role of institutions in the development of the mobile web and applications is a key one and their active support would have a considerable multiplier effect on the speed of the expansion of the ecosystem. Just as ATCON said, the Nigerian Communications Commission, (NCC) and National Information Technology Development Agency (NITDA) come in here for special mentioning as their mandate has suddenly grown beyond what was written in the act setting them up long before mobile opportunities came into our lives.

For JACITAD, lead by Mr. Prince Osuagwu, the sector has entered into another year of promises, opportunities and new beginnings, there is no gain-saying the fact that in 2010 there were lots of promises, hopes and aspirations which partly were achieved, partly lost and some certainly unattended to.

He noted that for any economy to turn around its fortunes and join the league of nations in the new world order; ICT must not only play a major role but must also be taken very seriously.

Hence, JACITAD sees deployment, use and implementations of ICT solutions and policies, in view that there is need to contribute its quota on ICT policies and practices in order to make a meaningful difference in 2011.

Therefore, JACITAD suggested that in 2011, the government should focus on improving electricity. It’s on this premise that the group saw the obvious despite all the efforts and reforms by the government in the last couple of years little success has been recorded in the power sector. “A number of companies and industries are shrinking by the day, leaving in its stead loss
of foreign direct investments (FDI); high rate of unemployment; low industrial capacity utilisation and inability to explore new technologies which is not the case in developed economies,” the group said.

They advocated that the government should consider Broadband as Digital Right of the Citizen according to the prescriptions of the ITU, arguing that today, broadband has become the livewire of any economy.

“And in any society where broadband is scarce or the cost is high as it is in Nigeria, no matter other natural resources that may be available in that society, they will still be groping in the dark. But thank God that today, apart from other rich natural and human resources available in this country, two high capacity submarine broadband initiatives have been launched commercially in Nigeria,” he observed, stressing that government should cash-in on that to transform the economy.

To do that, JACITD urged President Goodluck Jonathan to emulate the United State President Barrack Obama by taking broadband penetration to the rural areas of the country and to every citizen. We wouldn’t mind if he makes it his effort of delivering democracy dividends.

Additionally, they advised the National Assembly to equip themselves sufficiently with the knowledge of ICT practices both Africa terrain and around the world. Reiterating their believe that any amount of money the lawmakers spend in doing this could never be a waste since it will aid them in ensuring smooth debates and easy passage of ICT-related policies and laws and spare the country the disgrace of rancorous and uninformed arguments witnessed in recent times on bills, policies and laws that are ICT-related.

For instance, JACITAD said that while other nations of the world are raving up activities with informed policies in place, Nigerian lawmakers are still on undecided on very important bills like anti-cyber crime bill, electronic evidence law, freedom of information bill and other similar bills.

They group further advised the Nigerian information Technology Development Agency (NITDA) to walk the talk, noting that it was established primarily to stimulate growth in the IT sector and harmonise activities that will ensure continuous development of IT practices in Nigeria.

JACITAD emphasised that it’s common knowledge that NITDA was handicapped for a very long time owing to lack of funding, but having been given the force of law and attracted handsome funding for up to five years now, there is no excuse any more for NITDA in aggregating sectoral growth.

The issue of protecting and promoting indigenous software development, the group said, should be a paramount mission to this agency considering that it has a mandate to arrest the brain drain and recover the brain gain accruable to the IT sector of the economy, noting that at the recent World Summit of job demorgraphy in Beinjing, China, it was predicted by world economists that the software engineers and programmers of the future will not come from China, US or India, but from Nigeria and Pakistan.

The group said, NITDA should plug on this prediction, to advocate that ICT certification is made part of the qualification requirements for graduating computer students in our federal universities. This would help appropriate authorities review universities curricular to reflect institutions ready to churn out industry-ready and skilled ICT professionals, especially this year.

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Montjoie says Cloud Computing portends new businesses

Cloud Services Executive, Internet Solutions South Africa, Mr. Greg Montjoie, has said that cloud computing would enthrone new businesses in the future.

Speaking at Cloud breakfast sessions in Lagos, Mr. Montjoie said that one of the key benefits for businesses deploying cloud services to include that employees would be at liberty to log into the office virtual machines and perform the functions they would ordinarily only perform at the office.

Internet Solutions, he said, provides quick provisioning of the virtual machines as well as very cost effective upgradeable solutions to bolt onto this service.

“There is a wide range of peripheral services available,” he said.

On industry trends in managing cloud services, Mr. Montjoie said that businesses is moving towards low risk, high flexibility of Information Technology (IT) delivery vehicles.

This, he noted is away from capital, resource intensive models that tie a business into a single vendor and technology for a long period of time.

For the cloud clients, Mr. Montjoie said they need a solution that allows them to access their office systems from anywhere in the world and operate it on flexible infrastructure that could be ramped up or down on demand.

According to him, the Cloud Managed services by Internet Solutions have been designed to provide elastic value added services and back office applications from the core of its network.

“Using either our dedicated hosting solutions or virtual Infrastructure as a Service (IaaS), our product suite will allow your business to focus on its core services while we deliver seamless integration of your Cloud services into the network,” he said.

Additionally, he said that in the current African market, technical resources are not only expensive but hard to find and by using the Internet Solutions designed managed cloud services would free businesses up from making large Capital Expenditure (CAPEX) investments or Operating Expenditure (OPEX) commitments in infrastructure and services that may not be core to mere business.

He, therefore, urged businesses in Africa and particularly Nigeria to leverage on economies of scale being offered by Internet Solutions made out of the best of breed technologies.

Internet Solutions, he said, offers customers the agility to scale services as businesses evolve.
Montojie pointed out that by providing up to the minute monitoring of business critical systems and servers or ensuring customers’ data are well secured via back-up, the Internet Solutions managed cloud services facilitates true pay per use management and infrastructure services that could be mould to business needs.

Commenting precisely on Internet access, the chief executive officer, Internet Solutions West Africa, Mr. Steve Herridge said that industry trends have shown that in West Africa, the number of Internet users has continued to grow and even at a rapid rate at that, which is driven by the continual decrease of international bandwidth pricing and healthy competition.

This, he said, has enabled more companies and individuals to access the internet or even increasing the bandwidth they already have.

He described internet access as an integral tool of all business of today, be it in use for basic electronic mail (e-mail) and internet browsing or to access advanced, centrally accessible applications.

Herridge assured that whatever is the size of the clientele’s company, Internet Solutions could tailor a solution to their needs.

Internet Solutions, he emphasised has a range of direct internet access services with various service level descriptions designed for corporate or small, medium enterprises that require a premium internet experience, high availability and consistency.

“These products can be purchased in any local and international bandwidth combination and size,” he said.

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ATCON endorses Nigeria DigitalSENSE forum

Umbrella body of telecommunications companies in the country, the Association of Telecommunication Companies of Nigeria (ATCON), has endorsed the Nigeria DigitalSENSE forum scheduled to hold later this month in Lagos.

The Nigeria DigitalSENSE forum, which focus is on the Internet Governance and development in the country is an annual event put together by Lagos-based DigitalSENSE Africa.

Conveying this latest news at the weekend, the Executive Secretary, ATCON, Mr. Ajibola Olude in a letter signed and dated February 26, 2011, and addressed to the Executive Director, DigitalSENSE Africa, noted that the group decided to pronounce its support for the forum because its a laudable initiative.

“Please accept the commendation and endorsement of our association on this laudable initiative,” he declared.

Also, Olude promised that ATCON would mobilize its membership by encouraging them to lend their individual support to DigitalSENSE forum, so as to ensure the grand success of the roundtable, scheduled for March 24, 2011.

He noted that ATCON) as a professional, non-profit umbrella organisation of all telecommunication companies in Nigeria, since December 10, 1993, is a national trade organisation, with membership drawn from Nigeria and multi-national companies which provide telecommunications and information technology products and services in the country.

Reacting to the endorsement by ATCON, the Executive Director, Operations at DigitalSENSE Africa Media, the organizers of the forum, Mrs. Nkemdilim Nweke, said it’s heart-warming, just as the endorsement came a few weeks to the event.

This year, she said, plans have been advanced to ensure that the quality of speakers and participants improve.

So far, she reiterated that the event to be presided over by the immediate past president of ATCON, Dr. Emmanuel Ekuwem, has its main theme centered on ‘Internet Governance and Broadband Evolution in Nigeria’ and has been scheduled to hold at the popular Golden Gate Paradise, Ikoyi-Lagos.

She also said that 2011 edition of the annual event would witness the current second vice president, ATCON, Mr. Adewale Jones, as speaker as well as a Senior Teaching Fellow in International Trade Law with the School of Oriental and African Studies, University of London, Dr. Nnaemeka Ewelukwa, who has confirmed his participation at this year’s Nigeria DigitalSENSE Forum (NDSF) among others.

The Nigeria DigitalSENSE Africa forum is an initiative of Remnek Kommunications Ventures, a registered group of media public relations experts, Information and Communication Technology (ICT) analysts and consultants.

NDS forum is on its third edition and has been presided over in the last two sessions by pioneer chief protagonist at Linkserve Group, Chief Chima Onyekwere, while last year saw the president of Internet Service Providers of Nigeria (ISPAN), Chief Sam Adeleke steering the forum.

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ATM deployment reaches 3.1m in 2015

The worldwide installed base of Automated Teller Machines (ATMs) has been predicted to reach 3.1 million units by 2015, up from an estimated 2.2 million machines in 2009, reports Global Industry Analysts Inc., a San Jose, California-based market researcher.

Reports by Frederick Lowe at ATMMarketplace.com, stated that the emerging markets in Asia/Pacific, the Middle East, Latin America and Central America and Eastern Europe would offset slowing deployment in more mature regions.

Asia Pacific, the study said, is the largest regional market for the deployment of ATMs, but the Middle East/Africa region is predicted to register the fastest compounded annual growth rate of ATMs through 2015.

The report added that China and India are projected to drive growth in Asia-Pacific.

“In the Middle East, new installations of ATMs are driven by burgeoning consumer demand, easy availability of ATM technology, decline in ATM procurement costs and cost minimization trends among financial institutions. Countries in Central and Eastern Europe have recorded more new ATM installations than their Western European counterparts,” the report said.

Also, Global Industry Analysts predicted that by 2015 North America will have an installed ATM base of approximately 543,000 ATMs; Europe/Middle East/Africa will have an installed base of 897,000 ATMs; Asia/Pacific, including Japan, will have an installed base of 1.39 million ATMs; and Latin America will have an installed base of 316,000 machines.

A number of factors are sparking ATM deployments. They are growing customer adoption of ATM services and rising preference for self-service banking due to the recession. The economic downturn caused consumers to rely more on cash.

“The recession interestingly has resulted in bank customers resorting to increased ATM transactions, a direct fallout of rising overdraft fees on debit cards, high service charges for credit cards and reduced preference for plastic money against a backdrop of weak personal finances and tight liquidity,” according to Global Industry Analysts.

As the deployment of ATMs continues to grow, the machines are expected to do more than dispense cash, the report said.

“These days the consumer expects ATMs to do more than just handle cash withdrawals and balance inquiries,” the study found, stressing that the consumer wants to access more information and services from the ATM, including viewing mini-statements, paying bills, PIN changes, mobile phone top up and purchasing stamps.

“Many of the mentioned services already are provided by ATMs deployed in Europe and Asia,” the report added.

Countries in Africa also are deploying ATMs that do more than dispense cash. Last year, Kenya Commercial Bank Group deployed its first intelligent deposit ATM, which verifies the value of the deposited cash, confirms currency and rejects old and unusable or fake banknotes during the transactions. The future will provide more innovations for ATMs. In addition to withdrawing cash, consumers will be able to download music, purchase greeting cards and toiletries, and check movie listings, the report said.

Global Industry Analysts employs more than 800 workers worldwide. The company publishes market trend reports and industry reports that encompass all of the major global industries.

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NCC to boost broadband access through light regulation – Juwah

THE Execute Vice chairman, Nigerian Communications Commission (EVC), Dr. Eugene Juwah, has said that the commission is poised to providing light regulation in terms of access and fees charged operators in its bid to promote broadband connectivity, reports CHARLES OKOH.

Dr. Juwah who was speaking last week at the second annual Broadband Forum, in Lagos, said the commission would provide open and equal access to all operators to enhance competition.

“What this means is that large or small you can take part and transact which would lead to lower tariff. We would continue to support broadband infrastructure and remain firm, fair and forthright,” he said.

Dr. Juwah who was represented by the Director, New Media and Information Security, Dr. Sylvanus Ehikioya, said ICT permeates every aspects of life and for these applications to be robust, requires bandwidth which broadband guarantees.

He said to provide broadband to all would require a public, private partnership (PPP) where government would provide right of way; the operators would provide the money while the NCC provides grants or subsidy.

He also revealed that in a bid to check the activities of insecurity, the commission has a new department to address issues arising from insecurity.

In his contribution, President, Association of Telecommunications Companies of Nigeria (ATCON), Mr. Titi Omo-Ettu, challenged entrepreneurs to take advantage of the many opportunities of broadband and not wait on government.

“The opportunities the emergence of Glo 1 and MainOne have brought are too numerous and are integral to business, I am drawing the attention of investors, entrepreneurs and my compatriots to come and do business. There is a lot of business to be done and I do not want to start thinking that it is the government that would do the business. There is a lot of money to be made now and if we do not take the opportunity, we should blame ourselves,” he said.

Omo-Ettu lamented the lack of synergy among industry practitioners, adding that the current trend of importing content needed to be reversed.

Equally speaking, the President, Nigeria Internet Group (NIG) Mr. Bayo Banjo, called for a legal framework to check the possible increase in crime which the coming of broadband would throw up.

Banjo said currently the nation ranks third, after the United States of America (USA) and United Kingdom (UK), in the world index for cyber crime.

He noted that with less than 20 per cent broadband access, the nation still ranks tops in the world, wondering what would happen when bandwidth is increased.

He said broadband destroys borders and that internet would expose the nation to the rest of the world, warning that if nothing is done fast in checking cyber crime, the rest of the world would cut Nigeria off.

“Cyber laws must be passed quickly. The US is highest but they apply sanctions by sending to jail those found guilty but here in Nigeria people are not made to account for their source of wealth,” he lamented.

In his goodwill remark, former ATCON president and Chairman, Teledon Group, Dr. Emmanuel Ekuwem, challenged architects to include ICT network as part of building construction in the country.

“This is one network that has not been considered, whereas electrical and plumbing are taken care of,” he said.

Dr. Ekuwem said going forward Nigerians must be operator, technology manufacturers or software developers to belong to the new technological age.

He also called for broadband access, affordability and availability, just as he warned that the country risks suffering digital imperialism if all the nation does is downloading content.

“If we are not developing and uploading contents it means the industry is not in our grip,” he stated.

Speaking on the topic; “How Nigerians businesses can take part in the broadband revolution, Managing Director, Icecool Contracts Limited, Mr. Destiny Amana, said increasing commercial use of the internet has heightened security and privacy concerns.

He said other questions concerning internet growth relate to government controls, especially taxation and censorship.

“Because the internet has grown so rapidly, governments have had little time to pass laws that control its deployment and use, impose taxes on Internet commerce, or otherwise regulate content,” he said.

Mr. Amana said companies doing business over the internet need sophisticated security measures to protect credit card, bank account, and social security numbers from unauthorized access as they pass across the internet.

He also said the primary challenge is to create enough capacity to accommodate increases in traffic, adding that several technical challenges must be overcome if the internet is to continue growing at the current phenomenal rate.

“Internet traffic is increasing as more people become internet users and existing users send greater amounts of data. Disruptions that could cause loss of life or that could be part of a coordinated terrorist attack have also become an increasing concern,” he said.

The forum which was put together by the duo of Aaron Ukodia of eWorld magazine and Ufuoma Emuophedaro of e-Busienss Life magazine and had as its theme; Broadband and Mobile Application Ecosystem and the New Media, had many industry players in attendance.

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Mi-Pay, 02 launch Pay & Go top-up

Mobile payments supplier, Mi-Pay, has been selected by O2 to provide a range of new automatic top-up services to over eight million O2 Pay & Go customers in the United Kingdom (UK).

Communication Manager, Mi-Pay, Ioana Dudas, said that Mi-Pay has been contracted to deliver regular; weekly or monthly and low-balance auto top-up services to O2 customers who top up their Pay & Go mobiles using credit and debit cards.

Dudas also said that customers would be able to set up and manage auto top-ups easily online using O2’s existing online portal, which was launched last Thursday.

Dudas quoted the Head, Consumer at O2, Mr. Jonathan Earle, said they know the Pay & Go customers want to stay connected to their friends and family.

“This service allows our customers to keep control of their spending but with confidence that they won’t run out of call credit,” Earle said.

For the chief executive officer, Mi-Pay, Mr. Allan Jakobsen, the selection by O2, reflects his company’s position as a prime partner for mobile top-up services.

“Many of our existing operator clients have realised significant revenue benefits from supplementing ad hoc prepaid top-up with regular and low-balance top-up options. We look forward to helping O2 evolve its prepaid service portfolio to deliver new levels of convenience for its customers and drive higher levels of ARPU for its business,” he said.

The new O2 top up services will run on Mi-Pay’s PCI DSS certified platform which ensures the safe handling and processing of consumers’ financial and card data, minimising the likelihood of fraud and helping to safeguard the operator’s brand reputation.

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Zinox, best computer manufacturer in Nigeria – N ITMA

Nigerian Information Technology Merit Awards (NITMA) organized by the Nigeria Computer Society (NCS) has named Zinox, the best computer manufacturer in the country for the year 2010.

President, NCS, Prof. Charles Uwadia made this declaration during a presentation of the award in Lagos, which is recognition of the firm’s vision, professionalism and demonstrated capacity.

Uwadia said that over the years, Zinox has consistently inspired the Information and Communication Technology (ICT) sector by proving that Nigerian professionals are as competent as the best professionals from Asia, Europe and America.

“… Even more professional because there is a touch of patriotism in everything that they do in Nigeria,” he said.

Uwadia also said that the award was deserved and collaborates the consistent top-rating from international bodies on the high quality standards of Zinox Computers.

The performance of Zinox in the supply of over 60 per cent of the Direct Data Capturing (DDC) machines, Prof. Uwadia advised governments in Nigeria not to depend on foreign professionals in executing future contracts of such magnitude, but rather depend on indigenous professional companies like Zinox Computers.

He also said government had in the past relied so much on foreign professionals for fear that indigenous professionals may not be able to deliver well but explained that Zinox, was a proof to government that Nigerians have the best brains in computer and computing processes, and should be given opportunity to express their professional skills in computer software and hardware.

Receiving the award, Chairman of Zinox Computers, Dr. Leo-Stan Ekeh expressed thanks to NCS for recognizing the inputs of Zinox Computers in computer manufacturing and for considering Zinox as winner of the award of the ‘Best Computer Manufacturer of the Year 2010’.

Pleased with the award, Ekeh said the NCS remained an outstanding body with high reputation and that he felt great getting the award from a body of professionals like the NCS.

As a member of the NCS, Ekeh promised that Zinox would continue to do its best in order to justify the confidence, which the NCS and all Nigerians have for the Zinox brand.

Meanwhile, commendations and messages of goodwill keep pouring in for Zinox Technologies from well meaning Nigerians and foreigners who have stake in Nigeria. The company has revealed, in a statement signed by Echika Ezuka, the Corporate Communications Adviser, that INEC officials have commended Zinox for the 74 support Engineers posted nationwide to aid the voters’ registration exercise.

Resident Electoral Commissioners from across the nation have either written or called the Zinox management expressing gratitude for the Zinox gesture and extolling the qualities of the Zinox staff.

One of those letters of commendation came from the Resident Electoral Commissioner in Kwara State, Alhaji Nasir O. Ayilara, who had expressed delight over the Zinox’s engineers.

“I am happy to note that throughout the period of his assignment he was not only competent and dutiful, but also exhibited a high sense of responsibility and uncommon tolerance in handling both staff and materials. His professional input contributed substantially to the eradication of the initial teething problems encountered in the course of the exercise,” he said.

Noteworthy is that Zinox Computers supplied 80, 000 units of the DDC machines, out of the132, 000 units contracted out for supply by the Independent National Electoral Commission (INEC) and saved Nigerians from embarrassment during the 2011 voters’ registration. Zinox achieved a new image for indigenous enterprise in the ICT sector as it supplied ahead of foreign companies contracted to supply 32,000 and 20,000 units.

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Glo explains how to redeem promo prizes

The second national operator, Globacom has explained how subscribers on its network could redeem promo prizes.

Giving this insight, Globacom’s Head, Value Added Services (VAS), Mr. Samson Isa, said that the explanation became necessary due to recent activities by impostors and fraudsters who try to take advantage of the company’s well-intentioned promos to defraud innocent members of the public.

He said that such fraudsters usually send Short Messaging Service (SMS) asking subscribers to part with various sums of money or recharge cards in order to redeem prizes which they claim subscribers have won in the promos.

According to Mr. Isa, Globacom does not inform its subscribers of promo winnings through text messages or by electronic mail (e-mail).

“Any winner of any prize in our ongoing promotions will be contacted only by a phone call from a Glo agent. Such subscribers can also take the extra step of verifying such information by calling 121 for prepaid subscribers or 200 for post paid users. They should also visit their nearest Gloworld for verification whenever notified of any winning,” he said.

Isa advised customers not to respond to fraudulent promotions requesting bank details and confidential information such as ATM numbers, PIN numbers and passwords, or the maiden name of the subscriber’s mother as Glo will never send SMS asking for such confidential information.

Also, he said, Globacom would never ask subscribers to send recharge cards to any phone number in order to redeem prizes which they had legitimately won.

“The Glo website, www.gloworld.com is the only authentic website for subscribers to see the terms and conditions of the company’s various marketing promotions. Customers should therefore be wary of fake websites,” he declared.

Mr. Isa further noted that Glo is currently running the ‘Glo text4millions’ and the Glo ‘Get More, Get Lucky’ promos in which subscribers are winning fantastic prizes such as millions of naira in cash, cars, laptops, motorcycles, and millions of naira worth of airtime.

Remmy Nweke:
ITREALMS Online ... delivering news for ICT4D

MTN rewards employees in WECA region

TELECOMMUNICATIONS giant, MTN has rewarded several of its employees in West and Central Africa region for outstanding performances in the company’s annual excellence-promoting programme, MTN Y’ello Stars.

The event took place last weekend in Abuja.

According to a press statement made available to ITRealms Online, the annual three-day programme was instituted by the MTN Group in 2005 to enhance staff’s potential to grow as future leaders and responsible members of society.

MTN Nigeria hosted its counterparts from across the West and Central Africa (WECA) region for this year’s edition of the programme, where a total of 36 individuals from nine countries were rewarded for exemplary work-place behaviour in four key categories of knowledge sharing, star performance, customer service and living the MTN values.

Acting Vice President, MTN WECA and Chief Executive Officer, MTN Nigeria, Mr. Ahmad Farroukh, said this year, they are happy to demonstrate their commitment to promoting excellence among our staff.

“MTN Y’ello Stars programme is designed to recognize and reward MTN staff who have put up outstanding performance at their work, going beyond what is expected of them to help the companyachieve excellence,” he said.

According to him, such staff by their performance have proved to the business that they are beacons of excellence who live the core MTN values and are therefore, worthy brand ambassadors.

Farroukh congratulated the 2010 winners and urged them to ignore the artificial borderlines which separate their countries and instead see themselves as members of the rich MTN community, bound in the pursuit of excellence.

This, according to him, underscores the essence of the MTN leadership brand and Employee Value Proposition (EVP).

“Indeed our inspiration for the theme for this year’s Y’ello Starsevent – “SHINE”, stems from one of the pillars of the MTN EVP, namely, reward and recognition,” he said.

In her message to the delegates, the Human Resources Executive, MTN Nigeria, Mrs. Amina Oyagbola, said, “SHINE: A Nigerian Celebration of Stars” is all about the 36 winners, who passed through rigorous rounds of monthly, quarterly and annual assessments to emerge at the regional celebration.

She commended them for their dedication and urged them not to relent, but to continue to strive towards excellence in all their endeavours.
Angel-Paraclet Ngumyintwari from MTN Cameroun emerged winner in the Star Performance category. Ngumyintwari earned his diadem for embarking on a 350km journey from Garoua to Yagoua to resolve a WiMAX network issue.
On his journey back, roadblock men warned him not to cross into a particular territory or face death. But Ngumyintwari persuaded the leader of the roadblock gang who granted him free access to the area.
He went on to introduce MTN Village Phone kits into the Yaguoa area. His courage secured safe passage for sales and distribution colleagues and MTN partners who were previously unable to penetrate the area with MTN’s products, which are now readily available in the area.
Mamadou Aliou Barry from MTN Guinea Conakry emerged winner in the Customer Service category, while the categories of Knowledge Sharing and MTN Values were won by Modupe Kadri of MTN Nigeria and SarahBentsi-Addison and her Team from MTN Ghana respectively.Mr. Anthony Masozera, Chief Executive Officer, MTN Guinea Bissau, and Mr. Vandebrouck Phillipe, Chief Executive Officer, MTN Cameroun were among some of the other senior MTN WECA region executives who attended the 2011 MTN WECA Y’ello Stars Event.
The high points of Y’ello Stars 2011 included a guided tour of the Federal Capital Territory by delegates, a fashion show which featured popular Nollywood stars and a gala and award presentation ceremony, which featured performances by Nigeria-born international artiste, Asa and the Africalipso exponent, Lagbaja.

Remmy Nweke:
ITREALMS Online ... delivering news for ICT4D

Airtel commences Africa-India job transfer

Airtel Africa has commenced the Africa-India job transfer programme among its employees across the two continents.

ITRealms Online gathered that the first batch of this unique staff transfer programme from Africa to work within the operations of its parent company in India, started on February 23, 2011.

Chief executive officer for international operations and Joint Managing Director of Bharti Airtel, Mr. Manoj Kohli, said that the initial phase of the programme saw the integration of specialized staff from Bharti Airtel into some markets.

In this phase, he said, team from Africa to India would be employees from Airtel’s operations in Congo, Tanzania, Kenya, the democratic Republic of Congo (DRC), Niger and Zambia.

“They will spend up to one year working within various units, which include Bharti Airtel’s network infrastructure development, solutions for medium sized enterprises, sales and distribution, financial systems, marketing and other functions,” he said, stressing that Airtel’s strongest pillar is people.

Also, Kohli noted that they invest considerable resources in developing capabilities whilst giving our human capital opportunities to grow.

“The transfer of knowledge is a conscious strategy informed by the fact that globalization has changed the required skill sets of the team,” he said.
Mr. Kohli, further said, the transfer programme is a mutually beneficial exercise between all Airtel operations in Africa and the Indian sub-continent.

“The need for consumers to leapfrog existing technologies and embrace new innovations is a reality as evidenced by some of the latest innovations rolled out by Airtel in Africa. We need to ensure that our solutions connect in a cultural and socio-economic context” he said, pointing out that the initiative is just a first step of getting various teams connected across the globe.
During the launch of its operations in Africa, the telecom operator reiterated its intention to harness local manpower which stands at over 6,500 employees across the African continent. In addition to investing in the skill sets, Airtel has partnered with some of the leading technology providers to develop specialized skills and nurture job opportunities across the continent.

The company has kicked off partnerships with global technology leaders such as IBM, Nokia Siemens, Huawei, Ericsson and Business outsourcing partners such as Spanco & Tech Mahindra.

Remmy Nweke:
ITREALMS Online ... delivering news for ICT4D

Monday, February 28, 2011

Uploading digital content without rights is illegal – Onyekwere

Group chairman, Linkserve, Chief Chima Onyekwere has said that with the explosion of broadband internet access in the country, that any upload of digital content without authorisation is illegal.

He warned that this could put lots of people against the law.

Onyekwere who was speaking at the 2011 edition of joint Broadband Forum hosted by Messrs eWorld and eBusiness Life in Lagos, last Thursday said that Nigerians need to know their digital rights to be able to use the broadband at their disposal positively.

He noted that it’s always illegal to upload any recorded material in its entirety to any site.

“Remember that this applies to anything copyrighted, even though most of it will be movies and albums, uploading the digitized version of a book is just as illegal as uploading a movie,” he said.

According to Onyekwere, who heads the pioneer Internet service provider in the country, when a user buys a product such as a movie or an audio recording, they do not own it outright, but they own a license.

Part of the terms of the license, he said, requires that the material will not be duplicated or sold and violating this license could get the user in a lot of trouble.

“There are many legitimate ways to get free entertainment online,” he declared, stressing that some bands offer tracks from their albums on social networking sites.

“Some bands have even combated piracy by allowing their fans to set their own price for purchasing an album,” he said, noting that stealing in whatever ramification is always wrong.

He insisted that by making no bones about it, piracy is simply stealing just as running into the video store and pilfering a Digital Video Display (DVD) would be stealing; many entertainment companies have begun making free offerings as an enticement.

Many television programmes, Onyekwere said, also have all of their episodes online, advising Nigerians to ensure they look out for these legitimate sites.

“Not only are they safer and legal, they also offer much better quality than do pirate versions of movies and television shows,” he said.

Remmy Nweke:
ITREALMS Online ... delivering news for ICT4D

2011: ITAN, ATCON to host presidential candidates’ dialogue

Information Technology Industry Association of Nigeria (ITAN) and the Association of Telecommunications Companies of Nigeria (ATCON) may have advanced plans to host some 43 presidential candidates of political parties to an Information and Communication Technology (ICT) industry dialogue.

ITAN was established in 1991 as Microcomputer Vendors Association of Nigeria (MiVAN) and transmuted into Computer Vendors Association of Nigeria (CoVAN). By year 2000 it transformed into Information Technology (Industry) Association of Nigeria (ITAN) and is a professional member of the Nigeria Computer Society (NCS).

ATCON) is a professional, non-profit umbrella organisation of all telecommunication companies in Nigeria, inaugurated on December 10, 1993 as a national trade organisation, with membership drawn from Nigeria and multi-national companies which provide telecommunications and information technology products and services in the country.

The presidents of ITAN and ATCON Messrs Jimson Olufuye and Titi Omo-Ettu respectively, confirmed this in a press statement made available to ITRealms Online at the weekend.

They said that by a joint action of the two associations, initial contact and a first follow-up action has been made to all political parties in respect of the proposed dialogue with their Presidential candidates.

The response, they said, has been positive and few follow-up steps will fine-tune the plans.

According to the leaders of both organisation, its objective of engaging the contestants for the office of President of the Federal Republic of Nigeria in a non-partisan, ICT industry-related discussion with their members is to decipher what could be realistically expected should they win the 2011 election.

“We will like to impress that the meeting is not a debate among Presidential candidates and anticipate it will take place sometime in March in Lagos, with further details of when and where to be announced when all plans are more definite,” part of the statement read.

Remmy Nweke:
ITREALMS Online ... delivering news for ICT4D

Globacom, ETB partner Edo State on EDOMEMCIS

The second national operator, Globacom, Equitorial Trust Bank (ETB) and the Edo State Government have partnered on Okada riders’ insurance.

The partnership would empower over 5,000 commercial motorcycle transport operators in Edo State with life insurance policies and easy access to credit facilities.

The credit facility is to enable the Okada riders to upgrade their status to car owners within six months.

Tagged the Edo Motorcycle Riders Empowerment, Micro Credit and Insurance Scheme (EDOMEMCIS), is designed to use the platform of the Glo network to collect statutory revenue from motorcycle taxi operators.

To achieve this, the individual operator would send a Short Messaging Service (SMS) to a short code provided by Globacom at the rate of the revenue-payable.

A part of the funds collected through SMS, would be used as premium to provide insurance cover for the motorcycle rider and one passenger, while ETB would open a credit line for the contributor.

At the end of six months, the most consistent 200 contributors will receive brand new cars to use as taxi cabs, thereby upgrading them from commercial motorcycle operators to taxi cab owners.

Officials of Globacom explained that the cabs were also unveiled at the launch of the scheme attended by Edo State Deputy Governor, Mr. Pius Odubu, members of the Edo State Executive Council including Head of service, Mr. Anthony Edokpayi and special adviser on Commerce and industry who equally coordinates the scheme, Sir Osato Ize Iyamu.

Head, Globacom’s Public Sector Department, Mr. Tunde Amunikoro, said that the scheme was the first of its kind in the country and would help push back the frontiers of poverty in the state.

Also speaking, Odubu disclosed that the scheme has the dual purpose of solving the challenges of revenue collection and providing welfare for citizens.

Amunikoro said that Globacom’s involvement is driven by its operating principles which transcend the need to make profit.

“We are always on the lookout for how to make the lives of Nigerians better,” he said.

Remmy Nweke:
ITREALMS Online ... delivering news for ICT4D

Symantec boosts storage with FileStore

Symantec FileStore, the latest in shelf from Symantec Corporation, a software management solutions company, is to boost storage infrastructure for customers.

Regional Director for Africa at Symantec, Mr. Gordon Love said that the new solution would enable organizations to build scalable, high-performance file-based storage services for their enterprise, including private and public clouds.

FileStore, he said, has already earned ground-breaking results for file serving in Standard Performance Evaluation Corporation (SPEC) tests, which far exceeds the current benchmarks.

He said that a system using FileStore software yielded record results of 176,728 operations per second with an overall response time of 1.67ms in the tests.

Using currently available software, FileStore, he said, has demonstrated 47 per cent greater throughput and 14 per cent faster overall response time than the NetApp FAS6080 results posted in August 2009.

As said by him, Symantec presently deploys FileStore as the file-based storage architecture in its own cloud services, with more than 40 petabytes (PB) of online storage for more than nine million active users; the largest Software as a Service (SaaS), storage environment in the world.

Mr. Love pointed out that Symantec also uses Veritas Storage Foundation for Windows and Veritas Cluster Server to manage this backup storage, stressing that with FileStore, Symantec delivers reliable, high-performance online backup services at a fraction of the cost by driving up storage utilisation rates and eliminating planned downtime required to scale performance, capacity or daily administration tasks.

He, therefore, expressed satisfaction over the industry-leading results and the unparalleled price-performance advantages of the new software.

“The SPECsfs benchmark demonstrates that FileStore software delivers the high performance today’s enterprises need for their cloud storage environments without locking them into an expensive, proprietary hardware infrastructure,” he said.

Further, he said that, FileStore integrates natively with Symantec’s leading security and information management solutions, including Symantec NetBackup and Symantec Endpoint Protection. These services run directly on the FileStore nodes, thereby reducing performance bottlenecks, enhancing security and simplifying operations by eliminating the requirement for additional server and storage resources for backup and security.

He explained that a single FileStore system scales up to 16 nodes, and 2 PB of total storage, so the product was designed to scale from entry-level configurations in affordable increments that match the IT organisation’s need and budget.

“A simple implementation process self-deploys and self-configures based on just a few administrator-provided parameters, yet meets the performance requirements of demanding large-file applications such as medical imaging and geophysical exploration,” he said.

Remmy Nweke:
ITREALMS Online ... delivering news for ICT4D

Telecomm services: Is customer still the king?

It is not a new mantra to say that ‘Customer is the King’ of every business and in provision of telecommunications and related services in the country, this mantra has not changed.

It was not startling, therefore to note that every other day, customers are daunted with one programme or another, especially initiated for their sake and enjoyment as long as their purse keep exhuming the hard earned Naira notes to make the customers so called the king to depreciate in wallet size.

One thing nobody can definitely take away from the telecommunications regulator, the Nigerian Communications Commission (NCC) is the pioneering status of its Telecom Consumer Parliament under the oversight function of its Consumer Affairs Bureau (CAB).

So, through the CAB, the regulator realized that information and education are the best instruments for protecting consumers of telecom products and services in the country. CAB also said it’s concerned with giving consumers the skills, information and confidence they need to get the best deal possible from the market place.

CAB currently led by Mrs. Mary Uduma, noted that generally, consumers need to be equipped to be able to shop around, know where to go to obtain comparative information on products and services.

Even though it seems possible to rely on the market to provide consumers with the necessary information and advice they need, experiences with the Communications market in Nigeria, CAB pointed out, showed that this has not always been the case.

Consumer Affairs Bureau beliefs that more often than not operating companies are not keen in providing adequate information about their products and services and even where they do, the employees tasked with such responsibility could be over-whelmed at the point of customers’ need.

This necessitated NCC to consistently devote significant time and resources to information and education of telecom consumers nationwide, stressing that with adequate information and education, consumers would not only able to make informed choices from the surplus products and services already flooding the market, but they would be able know where and how to seek redress.

Some of the essential issues consumers are educated on, CAB said, include consumer rights and obligations; methods of seeking redress; encouraging consumers to ask questions before they buy a telecom product or sign a contract; giving confidence to consumers to read and understand the fine prints; read all contracts before they sign them and keep copies in a safe place; consumers to read advertisements carefully, both large and small print in addition, consumers are enjoined to ask about extra charges or hidden limitations as the case may be.

Further, CAB’s mandate covers the encouragement of consumers to always ask about refunds and/or exchange policies and warranties before they purchase a product; watch out for fraudsters who always come out with mouth-watering offers or promos to entice them; advice to consumers to always remember that if the price or promo sounds too good to be true, warning that it probably could be a scam.

Equally, the chief executive officer of NCC, Dr. Eugene Juwah had noted recently in his maiden media parley in Lagos, said that of the salient issues that confronted him on assumption of office, was the fact that of Quality of Service (QoS). This, he said, motivated his setting a Task Force promptly soon after to focus on the matter, which also formed part of the theme for his first encounter with the CEOs of operating telecom companies on October 8, 2010.

Key achievement of that task force, he said, was the fast tracking of the regulation on QoS which has been longstanding.

“With this regulation, every service provider will now be held properly accountable by telecom consumers and the regulator,” he said.

Although NCC have received both local and international accolades for its contribution in making the consumer to be properly positioned to assume the kingship in the telecommunications, the same may not be said of the Consumer Protection Council (CPC) of Nigeria, presently being steered by Mrs. Ify Umenyi.

The CPC operates under the Consumer Protection Council Act No. 66 of 1992 which provides for the holistic protection of the consumer in line with the United Nations Guidelines for Consumer Protection of 1985. Though CPC said it’s dedicated to leading change in the society … towards a population of knowledgeable, vigilant, assertive and discriminating consumers.

CPC, thus, is the apex consumer protection agency of the Federal Government of Nigeria established to promote and protect consumers’ interests in all areas of products and services, provide speedy redress to their complaints, inform, educate and empower them – consumers; to act as discerning and discriminating consumers in the market place.

However, CPC notes that there is disparity in the ‘power relations’ between consumers and producers of goods and services. But due to consumers’ lack of knowledge of the characteristics and technical components of goods and services, the superior bargaining power of the supplier of goods or services over the consumer, and the fact that producers of products and services are much more endowed in terms of resources, the consumer is considered as the weaker of the two in this power relations.

This, CPC said, makes it imperative for the existence of a third party, especially a government agency that would assist in balancing the power relations between consumers and producers thereby supporting the former in their dealings with the latter.

For the above reason, CPC in Nigeria exists as the third party that protects the consumer in dealings with producers of products and services.

Yet, as far as telecom consumers are concerned, CPC may not be in existence, mostly as it involves those who subscribe to data services, who are usually neglected when it comes to compensation. This fact has been a re-occurring fact that could make Nigerians to have a different view of CPC, when it decides to wake up to the challenges on the table.

Nevertheless, investigation across the mobile telecom operators who have assumed the back and front-bone of the nation’s ICT industry showed that each operator has a nickname for its customers. From all about you to the most valuable assets various service providers have coined name for their customers, which industry observers described as part of marketing strategy.

For instance, for the acclaimed largest mobile operator in the country, MTN Nigeria, the customers is the first. For them at MTN Customer Care, the mantra here is ‘all about you.’ Thus, the mobile operator went on to create various customer care services including ‘MyCustomer’ insisting that they are committed to providing customers with best in class service aimed at enriching their lives.

To get MTN Nigeria Customer Care also known as Friendship Centres, for specific needs, subscribers are advised to dial 180 or by sending an email to customercare@mtnnigeria.net, even as they can log their queries via the Customer Feedback Form, asserting that its customers provides them the guts to promise to serve, backed up with central customer care center in Ojota, Lagos.

For the second national operator, Customers are the most valuable assets; hence, the company value each and every customer, describing subscribers as more than just a number.

According to Glo customer care representatives the above assertion forms the reason the operator invested such a lot of time and resource into its customer care department, urging anyone on their service “if there's anything we can help you with, be in touch.”

Globacom apart from having two dedicated lines for its customers’ interface; that is 121 for prepaid and 200 for postpaid, Glo also enjoins customers to send an electronic mail (email) to customercare@gloworld.com.

Glo says it’s Customer Care centers functions 24 by 7, which is 24 hours a day, seven days a week, with determination to answer all questions on the phone, claiming a specialized Call Centres for Glo Business and BlackBerry Customers in addition to a special help desk division for government and major corporate entities.

Also, Glo says its Call Centres ensure that customers are attended to and issues resolved promptly as well as efficiently, from information and enquiries, to requests or complaints.

With the belief in ‘customer delight,’ Gloworld shops, which manages the customer care centres of Globacom said it has strong presence in the marketplace with extensive chain of retail and service outlets, reflecting Glo’s mission to deliver a world-class service experience to its customers.

Promising that at the Gloworld shops customers are bound to find all the products and value-added features that Glo offers in addition to a highly motivated and knowledgeable Gloworld attendants are always on hand to assist with advice on packages, information on technologies and applications, guidance on usage and billing, and resolution of complaints.

Etisalat which rolled-out over two years, now has over 20 Standard Experience Centres, equivalent of customer care centre apart from the Mini Experience Centres across the state capitals.

By dialing 200 from any Etisalat line, consumers on the ‘Eti-Naija’ network as some Nigerians fondly call Etisalat, has options of also using 200 from Etisalat line on 0809-0000200 from any mobile or fixed line, while those subscriber who may have traveled abroad and needed helping hand at the Experience Centre, +234-809-0000200 is available from any international line.

Equally of note is that on 19 December, 2005, NCC and CPC entered an agreement for collaboration. While NCC prides itself as the sector specific regulator in the telecommunications industry with a statutory mandate to protect consumers as well as operators in that sector; CPC is the apex agency of the federal government with a statutory mandate to seek redress for and protect consumers in all sectors of the economy including the telecommunications industry.

Interestingly, the bottom line of the collaboration is to avoid regulatory overlaps and create regulatory certainty for the benefit of all stakeholders in the telecommunications sector; the parties recognize a need for collaboration in the discharge of their functions as it relates to consumer protection in the aforesaid telecommunications sector.

It’s a dream of every telecom consumer in the country to see the implementation of this collaboration to the letter. Until then, ensure you exhaust the opportunity offered by customer care centres across all telecom network operators among other value added service providers before reaching out to NCC and CPC as second layer of report when not satisfied, that is the only way to really know as a customer if you are still the king of your service provider or is it a lip service?

REMMY NWEKE
ITREALMS Online ... delivering news for ICT4D