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DATABANK INDICATORS REFERENCE MANUAL

2019

Economic RegulationZICTA | AUGUST 2019

TABLE OF CONTENTSLIST OF FIGURES..........................................................................................VLIST OF TABLES............................................................................................VPART 1. INTRODUCTION, BACKGROUND AND OBJECTIVE........................................1PART 2. ACCESSING AND USING THE DATABANK..................................................3

Users of the Reference Manual..........................................................................3Revision of Databank Indicators........................................................................3Service Sectors for Licensees............................................................................3Naming Scheme of Indicators............................................................................4Accessing the Databank....................................................................................5Login in the Databank.......................................................................................5Navigating the Databank...................................................................................6Databank Data Format......................................................................................6

PART 3. GENERAL INFORMATION ON SUBMISSIONS..............................................7Data Collection.................................................................................................7

Responsibility.................................................................................................................................... 7Sources.............................................................................................................................................. 7Periodicity.......................................................................................................................................... 8Deadline for Submission....................................................................................................................8

Compilation......................................................................................................9Dissemination...................................................................................................9Review of Indicators........................................................................................10

PART 4. INDICATORS....................................................................................111. Data Centre...............................................................................................13

1.1. Data Centre - Employment....................................................................................................131.2. Data Centre - Investments....................................................................................................131.3. Data Centre - Revenue by Service.........................................................................................141.4. Data Centre - Taxes..............................................................................................................141.5. Data Centre - Service Rentals...............................................................................................151.6. Data Centre - Bandwidth Usage............................................................................................151.7. Data Centre - Rack and Storage Capacity.............................................................................161.8. Data Centre - Subscriptions...................................................................................................17

2. Infrastructure Operators............................................................................182.1. Infrastructure - Employment.................................................................................................182.2. Infrastructure - Investments..................................................................................................182.3. Infrastructure - Revenue by Service......................................................................................182.4. Infrastructure - Taxes............................................................................................................182.5. Infrastructure - Tenancy Price (Tower Rentals)......................................................................182.6. Infrastructure - Operator Towers...........................................................................................192.7. Infrastructure - Tower Capacity.............................................................................................19

3. Mobile Data...............................................................................................213.1. Mobile Internet - Employment...............................................................................................213.2. Mobile Internet - Investments................................................................................................213.3. Mobile Internet - Revenue by Service....................................................................................213.4. Mobile Internet - Taxes..........................................................................................................21

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3.5. Mobile Internet - Network Parameters...................................................................................213.6. Mobile Internet - Radio Network............................................................................................223.7. Mobile Internet - Quality of Service Parameters....................................................................233.8. Mobile Internet - Prices..........................................................................................................233.9. Mobile Internet - Bandwidth Usage........................................................................................243.10. Mobile Internet - Hotspots.....................................................................................................253.11. Mobile Internet - SIM Card Registration Status......................................................................253.12. Mobile Internet - Subscription...............................................................................................26

4. Mobile Cellular..........................................................................................274.1. Mobile - Billing and Complaints.............................................................................................274.2. Mobile - Employment.............................................................................................................284.3. Mobile - Investments.............................................................................................................284.4. Mobile - Revenue by Service.................................................................................................284.5. Mobile - Taxes.......................................................................................................................294.6. Mobile - Interconnection Incoming and Outgoing..................................................................294.7. Mobile - Core Network...........................................................................................................304.8. Mobile - GIS Information and Google Network Coverage Map...............................................304.9. Mobile - Own Transmission Network......................................................................................314.10. Mobile - Network Parameters – Rv1.......................................................................................314.11. Mobile - Radio Network.........................................................................................................314.12. Mobile - Success Call Rate by Service...................................................................................314.13. Mobile - Quality of Service Parameters..................................................................................344.14. Mobile - Tariffs.......................................................................................................................344.15. Mobile - Complaint Statistics.................................................................................................354.16. Mobile - Bandwidth Usage – Rv1...........................................................................................354.17. Mobile - Network Device Counts............................................................................................374.18. Mobile - Payphone Outgoing Traffic.......................................................................................374.19. Mobile - Postpaid and Prepaid Traffic....................................................................................384.20. Mobile - SIM Card Registration..............................................................................................394.21. Mobile - SMS and MMS..........................................................................................................394.22. Mobile - Subscribers and Payphones.....................................................................................404.23. Mobile - Other Value Added Services.....................................................................................43

5. Internet Service Providers..........................................................................445.1. ISP - Billing and Complaints...................................................................................................445.2. ISP - Employment..................................................................................................................445.3. ISP - Investments..................................................................................................................445.4. ISP - Revenue by Service.......................................................................................................445.5. ISP - Taxes.............................................................................................................................445.6. ISP - Backbone Network........................................................................................................445.7. ISP - GIS Information and Google Network Coverage Map.....................................................455.8. ISP Access Network...............................................................................................................455.9. ISP - Network Coverage.........................................................................................................455.10. ISP - Quality of Service Parameters.......................................................................................465.11. ISP - Tariffs............................................................................................................................465.12. ISP - Bandwidth Usage..........................................................................................................475.13. ISP - Leased Lines Customers by Bandwidth.........................................................................475.14. ISP - Internet Subscribers by Headline Speed – Rv1..............................................................475.15. ISP - Hotspot..........................................................................................................................485.16. ISP - Service Provision...........................................................................................................485.17. ISP - Other Value Added Services..........................................................................................485.18. ISP - Internet Subscribers by Access Type.............................................................................48

6. Public Switched Telephone Network...........................................................506.1. Fixed - Billing and Complaints...............................................................................................506.2. Fixed - Employment..............................................................................................................506.3. Fixed - Investments...............................................................................................................506.4. Fixed - Revenue by Service...................................................................................................506.5. Fixed - Taxes.........................................................................................................................51

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6.6. Fixed - Interconnection Incoming and Outgoing....................................................................516.7. Fixed - Network Parameters..................................................................................................516.8. Fixed - Own Transmission Network........................................................................................516.9. Fixed - Success Call Rate by Service.....................................................................................526.10. Fixed - Access Network.........................................................................................................526.11. Fixed - Quality of Service Parameters...................................................................................536.12. Fixed - Tariffs........................................................................................................................536.13. Fixed - Postpaid and Prepaid Traffic......................................................................................536.14. Fixed - Other Value Added Services......................................................................................546.15. Fixed - Payphone Outgoing Traffic.........................................................................................556.16. Fixed - Subscribers and Payphones.......................................................................................55

7. Wholesale carriers.....................................................................................587.1. Wholesale Carrier - Employment...........................................................................................587.2. Wholesale Carrier - Investments...........................................................................................587.3. Wholesale Carrier - Revenue by Service................................................................................587.4. Wholesale Carrier - Taxes......................................................................................................597.5. Wholesale Carrier - Fibre Links by Route...............................................................................597.6. Wholesale Carrier - Microwave Hops by Route......................................................................597.7. Wholesale Carrier - Quality of Service Parameters................................................................597.8. Wholesale Carrier - Bandwidth Usage...................................................................................607.9. Wholesale Carrier - Dark Fibre Customers.............................................................................607.10. Wholesale Carrier - Global IP Transit.....................................................................................607.11. Wholesale Carrier - Internet Distribution...............................................................................617.12. Wholesale Carrier - Leased Circuit.........................................................................................61

8. ICT VAS Providers......................................................................................628.1. ICT VAS - Employment...........................................................................................................628.2. ICT VAS - Investments...........................................................................................................628.3. ICT VAS - Revenue by Service...............................................................................................638.4. ICT VAS - Taxes.....................................................................................................................638.5. ICT VAS - Prices.....................................................................................................................638.6. ICT VAS - Subscription...........................................................................................................64

9. Postal Services..........................................................................................659.1. Postal - Employment.............................................................................................................659.2. Postal – Consolidate Financial Information............................................................................659.3. Postal - Investments..............................................................................................................659.4. Postal - Revenue by Service..................................................................................................669.5. Postal - Taxes........................................................................................................................669.6. Postal - Quality of Service Parameters..................................................................................679.7. Postal – Rates/Tariffs.............................................................................................................679.8. Postal – Infrastructure/Outlets...............................................................................................679.9. Postal – Mail Deliveries..........................................................................................................689.10. Postal - Traffic.......................................................................................................................699.11. Postal – Transaction Traffic....................................................................................................69

10. Courier Services......................................................................................7110.1. Courier - Employment...........................................................................................................7110.2. Courier – Consolidate Financial Information..........................................................................7110.3. Courier - Investments............................................................................................................7110.4. Courier - Revenue by Service................................................................................................7110.5. Courier - Taxes......................................................................................................................7110.6. Courier - Quality of Service Parameters................................................................................7210.7. Courier – Inward and Outward Traffic....................................................................................7210.8. Courier – Traffic.....................................................................................................................7210.9. Courier – Other Value Added Services...................................................................................7210.10. Courier – Infrastructure/Outlets.........................................................................................73

APPENDICES..............................................................................................74

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Using the ICT Data Bank..................................................................................74Accessing the Data Bank.................................................................................................................74Data Bank Homepage......................................................................................................................74Setting Session Variables................................................................................................................76Homepage after Setting Session Variables......................................................................................76Accessing Indicators........................................................................................................................77Submitting Data..............................................................................................................................79Selecting Low-level Indicators.........................................................................................................80Selecting Indicators.........................................................................................................................81Displaying Records..........................................................................................................................82Editing and Deleting Records..........................................................................................................83Warning for Duplicates....................................................................................................................84Units for Indicators..........................................................................................................................85Uploading Documents.....................................................................................................................85Data Bank Navigation Summary Steps............................................................................................86

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LIST OF FIGURESFigure 1: Portal page....................................................................................................74Figure 2: Homepage interface......................................................................................74Figure 3: Session variables interface............................................................................76Figure 4: Homepage with session variables set...........................................................76Figure 5: Interface for Data Centre service sector.......................................................77Figure 6: Data entry interface......................................................................................79Figure 7: Low-level indicators.......................................................................................80Figure 8: Selecting indicators.......................................................................................81Figure 9: Selection for the billing and complaints indicator.........................................82Figure 10: Records for the billing and complaints indicator.........................................82Figure 11: Record marked for deletion.........................................................................83Figure 12: Warning messages on data entry screen....................................................84Figure 13: Warning messages on data entry screen....................................................85Figure 14: Document upload screen............................................................................86

LIST OF TABLES

Table 1: High level indicators by Service Sectors.........................................................11Table 2: Service sectors in the databank.....................................................................75

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Part 1. Introduction, Background and Objective

1. The Authority is mandated, under the Information and Communications Technology (ICT) Act of 2009 (ICT Act), to collect information from licenced entities for the purpose of enhancing regulation of the ICT sector. The mandate is enshrined in Section 90(1) of the ICT Act. However, prior to enactment of the ICT Act, the Telecommunications Act of 1994 bestowed this mandate1 on the Authority. Thus, consistent with the mandate the Authority introduced regular collection of administrative information from active licensees in 2007. The method of collection has changed over the years, from the use of Microsoft Excel templates in 2010 to the introduction of the internet-based portal in 20122. The mandatory collection of administrative information was preceded by a study to identify ICT and other key performance indicators that conform to international standards and were relevant for measuring the performance of the ICT sector as a whole.

2. The Authority has held workshops for licensees (in 2015, 2016, 2017 & 2019) to acquaint them with definitions and scope of indicators in the databank. However, the workshops have not yielded the intended results owing to high employee turnover among licensees particularly those who are directly involved in submitting returns to the Authority. As a result there has been a recurrence of similar queries whenever the submissions were due. Additionally, most employees responsible for populating the databank have little appreciation of the indicators therein. The situation which has led to submission of erroneous and sometimes inconsistent information, an offense under the Section 82 of the ICT Act. This prolongs the period of validating the information and consequently reporting.

1 Section 21(a) 2 Third quarter of 2012 (https://onlinesystems.zicta.zm:8181/icterdb/)

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https://onlinesystems.zicta.zm:8181/icterdb/

3. Considering the foregoing, in 2019 the Economic Regulation (ER) Department in collaboration with other departments3 decided to develop this manual of indicators in the databank which shall serve as reference document for licensees providing ICT services in Zambia. The reference manual spells out details about indicators relating to the definition, scope and any other aspects of the description of the indicator that is deemed relevant to enhancing the clarity of the definition of indicators.

4. The objective of the reference manual is to improve the quality of indicator statistics through accurate and timely reporting of administrative statistics by licensees and shall be achieved by:

i. Granting user of the databank a better understanding of indicators;ii. Harmonizing indicator definition, scope and method of compilation;iii. Ensuring standardized interpretation of indicators;iv. Ensuring licensees are familiar with compliance issues and consequences of

failure to comply.v. Familiarizing licensees with the general operation of the databank.

5. Administrative statistics form the basis of the indicators discussed in this reference manual. They cover operational, technical and financial data from entities licenced to operate in the ICT sector. The indicators cover statistics that are generated from the provision of ICT services. These data are collected by ZICTA, which then compile the statistics to produce national-level indicators. Administrative statistics have the advantage of availability for most licensees. They are up to date, production is routine and hence inexpensive, as they are based on administrative records. However, the data does not provide an accurate representation of usage as survey data. For example, volume indicators such as mobile cellular subscription include duplicate information about subscriber identity module (SIM) cards that may provide a misleading interpretation of the penetration. However, this is not the case with survey data, where respondents are asked if they have used a specific service or not. The advantage possessed by survey data is that they may be associated with other respondent characteristics, thus providing important additional information.

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6. The reference manual is structured as follows: Part 2 discussed the access and use of the databank and Part 3 discusses issues of collection, compilation and dissemination of indicator statistics. Part 4 presents each indicator and provides definitions, along with clarifications on the definitions and terms used, scope, method of collection, relationship with other indicators, methodological issues and examples were possible.

Part 2. Accessing and Using the Databank

Users of the Reference Manual

7. The Reference manual is intended for users of the databank, both internal4 and external5 users. It focuses mainly on databank navigation and definition of ICT indicators therein. The process of developing the reference manual was consultative and took into account contribution from stakeholders. Further, reference manual makes reference to other published statutory and regulatory documents regarding various aspects of regulation including matters of compliance and enforcement.

Revision of Databank Indicators

8. Over time data requirement for some indicators in the databank shall changes due to rapid changes in technology. Therefore, it is recommended that the review of the reference manual is conducted regularly to maintain its relevance and guarantee data quality from licensees. Revision of the reference manual shall be undertaken as and when new developments occurs such as technology upgrades and decommissioning/commissioning of new indicators by stakeholders including the expert group on ICT indicators of the International Telecommunications Union (ITU). ZICTA shall inform all the affected stakeholders prior to implementing any changes to the definition of indicators in the databank.

Service Sectors for Licensees

4 Authority staff5 Staff licensees

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9. The data requirements for licensees in the databank is broadly categories in the following service sectors:

i. Fixed Telephone (PSTN)ii. Mobile Internetiii. Data Centreiv. Infrastructure Operators6

v. Mobile Cellularvi. Internet service providersvii. Wholesale carriersviii. Postal ix. Couriers Service x. ICT Value Added Service (ICT-VAS).

10. High-level indicators in the databank are classified by service sectors and considered in the following broad categories.

i. Billingii. Employmentiii. Financialiv. Quality of Servicev. Tariffsvi. Interconnectionsvii. Network viii. Volume

Naming Scheme of Indicators

The Databank has adopted a general naming scheme for high-level and low-level indicators. The scheme was necessitated by the periodic revision of indicator definitions to accommodate changes in definitions and scope of some ICT services brought about by change in technology or changes in reporting format of indicators of ICT services.

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In the databank, whenever one of the aforementioned change occurs the current indicator is disabled and a new one with the same name is introduced bearing a suffix revision + number (Rv#), to indicate the number of times the indicator has been revised. Under this naming scheme, historical data is not lost every time the indicator undergoes some revision. For examples, under the service sector Mobile Cellular the content of the high-level indicator “Network – Mobile Network Parameters” was revised to reflect realistic and measurable low-level indicators and new name become “Network – Mobile Network Parameters – Rv1”. The suffix (Rv1) signify that this was a first revision made to the indicator. Therefore, the number part of the suffix (Rv#) increments when more and more revisions that affect the structure of stored record are made. The naming scheme is applicable to all service sectors. Accessing the Databank

11. The databank is accessible in two ways through the ZICTA HOMEPAGE (www.zicta.zm) using the following paths:

Services => ICT Statistics => ICT Databank: ICT Statistics System7 Or

Services => Online Systems => ICT Databank: ICT Statistics System8.

NOTE:For first time users of the databank, access to the login page of the databank gives a CERTIFICATE WARNING message. The user must disregarded the message and proceed to the page as the system does not pose a security threat to the data submitted by the licensee. The databank is fully secured from unauthorized access.

Should there be changes on the ZICTA website in future that may affect the path to the databank, the reference manual shall be updated accordingly and licensees notified of the new path to the databank.

Login in the Databank

7 The second (2nd) link on ICT Statistics TAB8 The third (3rd) link from the bottom of the list on the Online Systems TAB

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12. The databank is managed by the System Administrator from Business Technology Unit and the Statistician from Policy and Research Unit. Access to the databank is by authorisation using credentials provided by a ZICTA staff with Administrator Rights. Therefore, the licensee must notify the ZICTA staff with Administrator Rights and provide details9 of the staff permitted to access the licensee data submitted in the databank. Notification by email is considered sufficiently formal by the administrator(s) to facilitate creation of login credentials for the licensee staff. Login credentials for a user of the databank consist of a username and a password with the following formats:

USERNAME: first-name.company-namePASSWORD: (string with at least 8 characters, devoid of special-characters)

NOTES:a. In the event that the licensee separates with an employee with access to the

databank, the licensee must notify ZICTA through the Databank Administrator by email within 48 hours so that the login credentials for the employee are deactivated. Further, it is NOT RECOMMENDED for the ANY licensee to continue using login credentials of an employee who is no longer working for the company. Licensees practicing this are doing so at their own risk, and ZICTA shall not be held responsible for any LEAKAGE of their data submitted through the databank.

b. In the event of a login failure, the databank displays one of the two system generated messages below.

i. Error in allocating a connection. Cause: In-use connections equal max-pool- size and expired max-wait-time. Cannot allocate more connections

ii. Authentication Error!

The system generated message of type (i) shows when the databank is inaccessible because it is working optimally. This is due to maximum reached number of users who are logged-in and therefore the system cannot accommodate additional logins. Message (ii) pops up when at least one of the login credentials is incorrect.

Navigating the Databank

13. The detailed steps on navigating the databank is given in the appendices.

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Databank Data Format

14. The databank is designed to take numbers in two formats namely: Whole Numbers, and decimal numbers. The former type applies to counts while the latter applies to mostly to non-count information such as percentages, capacity, monetary etc. However, where text information is required instructions are given explicitly.

NOTES:a. Whole numbers representing counts must be entered without commas that

represent thousand, million or billion etc. b. Decimal numbers, like whole numbers, must be entered without commas that

represent thousand, million or billion etc. Decimals are allowed as number formats for percent, money, capacity and many other measures.

Part 3. General Information on Submissions

Part 3 provides guidance on general information about the process of submitting information to ZICTA. It focuses on data collection (responsibility, source, and periodicity), compilation (disaggregation by unit) and submission.

Data Collection

Responsibility

In Zambia, ZICTA is responsible for collecting, compiling and dissemination of statistics covering services in the ICT sector. Typically, the responsibility arises from the mandate under Section 90(1) of the ICT No. 15 of 2009 to regulate and promote growth of the ICT sector. The Authority compiles and analyses ICT sector data and produces quarterly bulletins and annual reports which are wider in scope and with analyses of trends and progress towards sector goals. The Authority also regularly10 collects household and individual ICT usage data through household surveys to complement administrative data. The surveys are conducted in collaboration with Central Statistical Office (CSO) and the Ministry of Transport and Communications (MTC).

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Sources

The Authority maintains the register of ICT, Postal and Courier licences. The register is used to identify sources of Postal/Courier and ICT indicator statistics. Therefore, all operational licensees are considered credible sources of data and are required to submit administrative data to ZICTA.

Telecommunication operators, Internet service providers (ISPs), wholesale carriers, Postal and Courier operators compile statistical information to support their operational, technical, billing, marketing and financial activities (ITU, 2011). For example, subscription and traffic information is used to generate invoices, which in turn are aggregated to derive revenue.

The requirement to provide information is embedded in the ICT Act and the provision gives the Authority the right to solicit for information from operators once issued with a licence under the Act. However, for publicly available reports the information is not disaggregated to allay concerns of confidentiality about the data provided by operators. Periodicity

ICT indicator statistics are structured as time series. Each observation refers to a specific time period (e.g. month or quarter) and should be maintained in this structure to support trend analysis. The indicators in the databank refer to monthly and quarterly data, sufficient to enable time series analysis. The Authority compiles data from the ICT sector quarterly because some segments of the sector grow rapidly and warranting more frequent measurement.

ICT data may be point-in-time (e.g. counts at a particular date) or cover a period of time (e.g. revenue for a given month or quarter). The Authority has allowed operators the option to provide data as monthly or quarterly aggregate. Therefore, the indicators in the databank refer to either monthly or quarterly aggregated data as per operators’ convenience. However, the data is reported quarterly.

Deadline for Submission

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The Authority has set 15th day of the month11 after the end of the quarter as the deadline for submission of the solicited quarterly statistics12. However, if the 15th fall on a nonworking13 day the deadline for submission of quarterly data is automatically brought forward to the last work day prior to the 15th day of the month. For example, if the 15th falls on a Saturday the deadline is brought forward to Friday 14th. Operators are expected to complete the submission at the close of business (COB) on the deadline. Failure by operators to complete the submission by COB on the deadline is considered noncompliant and they liable to enforcement action. The list of noncompliant operators is compiled and relayed to the compliance unit for appropriate enforcement action as provided for in the ICT and Postal Acts.

Compilation

The Authority collects ICT indicators data from operators through the online databank. The spurious data is validated with the operator before considering it for aggregation and reporting. The databank is designed with different interfaces for submission of data from different service sectors (see Part 2). Indicators generated from the databank refer to base numbers, numbers which may be used to calculate other indicators. Related data are aggregated to generate national level data according to standard format adopted by the International Telecommunications Union (ITU). ZICTA has adopted the ITU standard of reporting indicators to enable international comparability. Further, national level data features breakdowns by operator and by service. This allows for analyses based on market share to be conducted.

The compiled indicator statistics contribute to the monitoring of locally and internationally agreed goals and targets for ICTs contained in the Seventh National Development Plan (7NDP), Vision 2030, Strategic Development Goals (SGDs), World Symposium on Information Society (WSIS) etc. Indicators are also used to monitor progress made towards targets set in the Authority’s Strategic Business Plan (ASBP).

Dissemination

11 April for Q1, July for Q2, October for Q3 and for Q4 its January of the following year 12 Process was consultative. Stakeholders were consulted 13 Weekend or public holiday

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There are a number of ways through which ZICTA disseminates ICT, postal and courier aggregated indicator statistics to the public. These includes workshop presentations; ZICTA14 statistics portal; directly sending to local organizations and international organizations; and publication of reports. Further, indicator statistics are shared with any interested party by sending a hardcopy or electronic15 mail request to ZICTA.

ZICTA publishes quarterly aggregated data for ICT indicators on the portal, a dedicated website of ICT statistics. The portal has a webpage listing key indicators by service sectors. Further, the Authority also has an obligation to share quarterly ICT indicator data with local organisation such CSO, MTC and the Bank of Zambia (BOZ); and annual data with international organisations like the ITU, Communications Regulators of Southern Africa (CRASA) etc. The international obligation also extends to provision of annual postal and courier data to CRASA and the Universal Postal Union (UPU).

Review of Indicators

In order to further the standardization and harmonisation of definition and scope of the ICT indicators, the Authority has developed this manual. This is the major output of the review process and its role, as pointed out above, is to harmonize ICT indicator definitions, thereby promoting the availability of comparable data. The indicators in this manual shall be reviewed by ZICTA through a consultative process with operators and other stakeholders.

14 http://onlinesystems.zicta.zm:8585/statsfinal/ 15 [email protected]

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mailto:[email protected]

http://onlinesystems.zicta.zm:8585/statsfinal/

Part 4. IndicatorsThe databank contains 163 high level indicators distributed across 10 service sectors as follows:Table 1: High level indicators by Service Sectors

SERVICE SECTORS NUMBER OF HIGH LEVEL INDICATORS

1. Mobile Cellular 322. Internet Service Providers (ISP) 253. Mobile Internet 134. Wholesale Carriers 185. Passive Infrastructure

Operators 76. Data Centre Operator 87. ICT VAS Providers 68. PSTN 249. Postal 1510. Courier 15

The SADC roaming service sector is included in the databank as an additional data requirement for mobile network operators. However, the content are not explained in this reference manual.

The high level indicators are compiled on the basis of interrelatedness of low level indicators and have the following prefix on the headings: Employment Billing Financial Interconnection Network Quality of service (QoS) Tariffs Volume

In the manual, the information which is provided for these indicators include: Definition Scope and clarifications Method of collection Examples were possibleIndicators in the databank refers to active lines or subscriptions. Subscriptions are active postpaid or active prepaid subscriptions and are defined for fixed telephone,

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mobile cellular telephone and internet subscriptions, wired or wireless (ITU, 2011). According to the ITU “active” is interpreted in the follow ways:

Active fixed-telephone subscription – used at least once in the last three months Active mobile-cellular telephone subscription – used at least once in the last three

months (for making or receiving a call or carrying out a non-voice activity such as sending or reading an SMS or accessing the Internet), using the number assigned, over the mobile-cellular network

Active fixed/wired narrowband/dial-up subscription – used to connect to the Internet at least once in the last three months

Active wireless narrowband and broadband Internet subscription – used to make a data connection using Internet protocol (IP) in the last three months (ITU, 2011).

The usage of the ICT service must take place with the reporting period. It is important to note the difference between subscription, user and household access. A single user can have more than one subscription and several users can use one subscription as in the case of a household (ITU, 2011).

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1. Data Centre

Data centres are centralized locations, a building or space in the building, where computing and networking equipment is concentrated for the purpose of collecting, storing, processing, distributing or allowing access to large amounts of data. They provide services such data storage, backup and recovery, data management and networking.

1.1. Data Centre - EmploymentINDICATOR: EmploymentDEFINITION

Employment is the state of having paid work. It refers to persons employed in full-time equivalents 16(FTE). The indicator is calculated from the following low-level indicators:

1. Total full-time17 staff refers to the total number of employees who work 40 hours or more per standard week18.

2. Number of expatriate19 staff refers to the total number of full-time foreign employees who are on a long assignment typically from six months to five years.

3. Number female full-time employees refers to the total of female employees on full-time.4. Number male full-time employees refers to the total of male employees on full-time.5. Number part-time20 employees refers to the total of both male and female employees

who work less the 40 hours per standard week.CLARIFICATIONS AND SCOPE

This indicator refers to the total number of persons, in FTE units, employed by licensees in Zambia’s ICT sector for the provision of telecom/ICT services (including fixed-telephone, mobile cellular, internet, data and infrastructure services). METHOD OF COLLECTION

The data items indicated is collected from all licensees in Zambia offering telecom/ICT services, and then aggregated by category namely administration, commercial, finance and technical e.g. total full-time staff administration, number of expatriate administration etc. However, employment categories not provided for in the dropdown list in the databank should be aggregated under other.METHODOLOGICAL ISSUES

None.

1.2. Data Centre - InvestmentsINDICATOR: InvestmentDEFINITION

Investment refers to an asset or item acquired with the goal of generating income. The indicator includes the following categories:

1. Total land and building2. Total investment telecom equipment 3. Other investment which refers investment not included in categories above.

16 Total number of hours during a period (Part-time, Full-time, contracted) over the number of working hours in that period from Mondays through Fridays.17 Individual who works 40 hours during a standard work week18 Mondays through Fridays19 Individual who is working away from their home country20 Individual who works less than a 40 hours during a standard work week

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INDICATOR: InvestmentCLARIFICATIONS AND SCOPE

Investment in telecom services refers to the investment during the quarter made by licensees providing telecom networks and/or services (including fixed, mobile and Internet, data services, as well as infrastructure) for acquiring or upgrading fixed assets (usually referred to as CAPEX), less disinvestment owing to disposals of fixed assets. Fixed assets should include tangible assets, such as buildings and networks, and non-tangible assets, such as computer software and intellectual property. The definition closely corresponds to the concept of gross fixed capital formation, as defined in the System of National Accounts 2008. The indicator is a measure of investment made by entities providing telecom networks and/or services in the Zambia, and includes expenditure on initial installations and additions to existing installations where the usage is expected to be over an extended period of time. It excludes expenditure on fees for operating licences and the use of radio spectrum. METHOD OF COLLECTION

The data for investment in telecom services is collected from all licensees in Zambia offering telecom/ICT services.METHODOLOGICAL ISSUES

None.

1.3. Data Centre - Revenue by ServiceINDICATOR: Revenue by serviceDEFINITION

Revenue by service refers to retail revenue earned from provision of various data centre services.CLARIFICATIONS AND SCOPE

Revenue from data centre refers to retail revenue earned from the provision of data centre services, including support services, connectivity, colocation, virtual machines, storage, email services and all other service models21 offered by licensees offering data centre services within Zambia during the period under review. Revenues from value added services should be included. Data reported should exclude: (i) wholesale revenues, (ii) VAT and excise taxes. Any deviation from the definition should be specified in a note. METHOD OF COLLECTION

Revenue data in telecom services is collected from all licensees in Zambia offering telecom/ICT services. The revenue data must disaggregated and reported by amount earned on individual services. Service must be further be categorised by data centre service models e.g. Infrastructure as a service (IaaS), software as a service (SaaS), platform as a service (PaaS), backup as a service (BaaS) etc. where applicable. METHODOLOGICAL ISSUES

None.

1.4. Data Centre - TaxesINDICATOR: Taxes22

DEFINITION

Tax refers to a compulsory contribution to government revenue, levied by the government on business profits, or added to the cost of some goods, services and transactions.CLARIFICATIONS AND SCOPE

Taxes from data centre operators refers to taxes levied on data centre services provided by licensees offering data centre services within Zambia during the period under review.

21 Such as IaaS, SaaS, BaaS etc.22 Includes statutory fees like operating fees etc.

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METHOD OF COLLECTION

The data on taxes in telecom services is collected from all licensees in Zambia offering telecom/ICT services. The tax data must disaggregated and reported by amount collected from on individual tax type. Tax type include value added tax (VAT), import tax, income tax and corporate tax. Other statutory obligations for telecom/ICT service providers are operating fees and excise duty. Only taxes and other statutory obligations paid during the period under review must be reported.METHODOLOGICAL ISSUES

None.

1.5. Data Centre - Service RentalsINDICATOR: Service RentalDEFINITION

Service Rental refers to the compensation paid by a renter to the data centre service provider (lessor) for the use of services or occupancy of storage space in the data centre.CLARIFICATIONS AND SCOPE

Service rental data from data centre operators refers to rentals collected on the use of data centre services provided by licensees offering data centre services within Zambia during the period under review. The rental charges must be reported by month for individual services. Only services related to the data centre operations must be reported. Services include application hosting, colocation, connectivity, storage, access and support services. Any service not in line with data centre business must be excluded. METHOD OF COLLECTION

The data on data centre service rentals in telecom services is collected from all licensees in Zambia offering data centre services. The rental data must disaggregated and reported by amount collected from renting individual service. Services include application hosting, colocation, connectivity, storage, access and support services.METHODOLOGICAL ISSUES

None.

1.6. Data Centre - Bandwidth UsageINDICATOR: Bandwidth UsageDEFINITION

Bandwidth Usage describes the network throughput. It refers to the rate of transfer of data for a fixed period of time (measured in bits per second or bps). The measure is often used for billing purposes for services such as web hosting or content delivery network23.CLARIFICATIONS AND SCOPE

Under Bandwidth usage only indicator code ISP500 is applicable for data centre providers. It refers to the maximum data transmission capacity the data centre has provided for customers for purposes of accessing the services. Utilization on the other hand is the amount of bandwidth which is actually used by the data centre clientele.

Data transmission capacity must be measured using the following units viz. megabits per second (Mbits/s), gigabits per second (Gbits/s) or terabits per second (Tbits/s). Whereas data volume emanating from bandwidth usage must be measured in megabytes (MBytes), gigabytes (GByte) or terabytes (TBytes).METHOD OF COLLECTION

Bandwidth usage data is collected from all licensees in Zambia offering data centre services. The bandwidth usage for the data centre is measured as the average capacity of all

23 https://www.keycdn.com/support/identify-bandwidth-usage | P a g e

https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=5&ved=2ahUKEwjg-5_bsfPjAhV6TxUIHaVfA4EQFjAEegQIDRAJ&url=https%3A%2F%2Fwww.keycdn.com%2Fsupport%2Fidentify-bandwidth-usage&usg=AOvVaw3fmI29Esm8cnyhpV26K7k6

INDICATOR: Bandwidth Usageindividual links provided for clientele.

Capacity utilization is calculated as the average capacity as a percentage of the maximum data transmission capacity of data centre during the period under review.METHODOLOGICAL ISSUES

None.

1.7. Data Centre - Rack and Storage CapacityINDICATOR: Rack and Storage CapacitiesDEFINITION

Data centre storage primarily refers to the devices, equipment and software technologies that enable data and application storage within a data centre facility. This includes: Hard disk drives, tape drives and other forms of internal and external storage. Storage and backup management software utilities24.CLARIFICATIONS AND SCOPE

The indicator refer to the rack and data storage capacity. The total rack capacity is the physical steel and electronic framework that is designed to house computing equipment. While the total data storage capacity refers to the storage capacity provided by the data centre for storage of clientele data. Rack and data storage capacities and utilizations shall be reported separately in the designated fields.METHOD OF COLLECTION

Rack and data storage data are collected from all licensees in Zambia offering data centre services. The rack utilization for the data centre is measured as the number racks housing data centre computing equipment such as servers, networking devices, cables etc. for clientele. Data centre storage utilization refers to the data centre’s own storage capacity used to host applications for clientele. Utilization refers to an aggregate of capacities express as a percentage of the total capacity.METHODOLOGICAL ISSUES

None.

1.8. Data Centre - SubscriptionsINDICATOR: SubscriptionsDEFINITION

24 https://www.techopedia.com/definition/30135/data-center-storage | P a g e

https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=2&cad=rja&uact=8&ved=2ahUKEwjp6eKkwvPjAhWNQRUIHftPBbIQFjABegQICxAE&url=https%3A%2F%2Fwww.techopedia.com%2Fdefinition%2F30135%2Fdata-center-storage&usg=AOvVaw1iHCwgOcRhoqzQdsAa8MiY

INDICATOR: SubscriptionsData centres operates some subscription based services which require subscription for clients access these services. The data centre subscription refers to number of active subscriptions to a data centre service.CLARIFICATIONS AND SCOPE

The indicator refer to the number of active users of various data centre services which are billed per use or billed monthly. Statistics for subscription based services (such as backup services, hosted antivirus, colocation, storage, email hosting, virtual machine etc.) must be disaggregated and reported by type of service.METHOD OF COLLECTION

Data centre subscription data are collected from all licensees in Zambia offering data centre services. The sum of active subscriptions during the review period for data centre services like backups, hosted antivirus, colocation, storage, email hosting, virtual machine etc. must be reported separately. METHODOLOGICAL ISSUES

None.

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2. Infrastructure Operators

These are telco infrastructure companies established to provide professional and network support for Zambian telecommunications sector. They build, manage and operate passive telecom infrastructure and allied services. They are also distributors of solutions for mobile broadband and wireless market. They meet the end-to-end infrastructure deployment, maintenance and enhancement needs of carriers, contractors, and enterprises throughout Zambia.

2.1. Infrastructure - Employment

Refer to indicator 1.1 under Data Centre for definition and scope. The definition and scope of the indicator in the panel 1.1 must be interpreted in the context of infrastructure operator.

2.2. Infrastructure - Investments


2.3. Infrastructure - Revenue by ServiceINDICATOR: Revenue by serviceDEFINITION

Revenue by service refers to retail revenue earned from provision of various infrastructure operator.CLARIFICATIONS AND SCOPE

Revenue from infrastructure operator refers to retail revenue earned from the provision of infrastructure services, including colocation and managed services offered by licensees offering infrastructure services within Zambia during the period under review. Revenues from value added services should be included.METHOD OF COLLECTION

Revenue data in telecom services is collected from all licensees in Zambia offering telecom/ICT related services. The revenue data must disaggregated and reported by amount earned on individual services.METHODOLOGICAL ISSUES

None.

2.4. Infrastructure - Taxes


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2.5. Infrastructure - Tenancy Price (Tower Rentals)INDICATOR: Service RentalDEFINITION

Service Rental refers to the compensation paid by a renter to the infrastructure service provider (lessor) for the use of the infrastructure.CLARIFICATIONS AND SCOPE

Service rental data from infrastructure operators refers to rentals collected for the use of infrastructure services provided by licensees within Zambia during the period under review. The rental charges must be reported by month for individual services. Only services related to the infrastructure operations must be reported. Services include application colocation and managed services. Any service not in line with infrastructure operations must be excluded. METHOD OF COLLECTION

The data on infrastructure service rentals in telecom services is collected from all licensees in Zambia offering infrastructure services. The rental data must disaggregated and reported by amount collected from renting individual service. It must a monthly or quarterly average, depending on the submission format.METHODOLOGICAL ISSUES

None.

2.6. Infrastructure - Operator TowersINDICATOR: Operator TowersDEFINITION

Operator towers refers to the physical telecom tower infrastructure, owned or leased, by the infrastructure service provider. It is defined in terms of the following low-level indicators:

1. Number of towers owned2. Number of towers leased3. Number of towers on the power grid 4. Number of towers off-power grid5. Number of tenants on the towers6. Capacity of towers (in kg) defined as the maximum wind-load capacity of telecom of

towers. This data must be reported by province.7. Average power availability (commercial & backup) of tower site (hrs/quarter) defined as

the average time (in hrs) in 24 hours the tower infrastructure is with power supply per quarter. The average power availability must be reported by province.

CLARIFICATIONS AND SCOPE

The high-level indicator broadly refers to the number of physical telecom tower infrastructure provided by licensees within Zambia during the period under review. These towers must be owned or leased by the infrastructure operator and must be reported. METHOD OF COLLECTION

The low-level indicator data on operator towers is collected from all licensees in Zambia offering tower infrastructure services. Indicators information is compiled or computed for each telecom tower infrastructure and aggregated at the province level.METHODOLOGICAL ISSUES

None.

2.7. Infrastructure - Tower CapacityINDICATOR: Tower CapacityDEFINITION

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Tower capacity refers to the total wind-load capacity attributed to tenants on telecom tower infrastructure.CLARIFICATIONS AND SCOPE

Tower capacity for telecom tower infrastructure operators is defined in terms of number of telecom tower infrastructure, number of tenants on each telecom tower and the wind-load attributed to tenants on each telecom tower. It includes telecom tower infrastructure that is owned or leased.

The indicator information must be compiled or computed for each telecom tower infrastructure and aggregated by province. METHOD OF COLLECTION

The data on tower infrastructure service providers in telecom services is collected from all licensees in Zambia offering telecom tower infrastructure services. METHODOLOGICAL ISSUES

None.

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3. Mobile Data

Internet service providers offering wireless internet services via subscriber identity module (SIM) card based technology.

3.1. Mobile Internet - Employment

Refer to indicator 1.1 under Data Centre for definition and scope. The definition and scope of the indicator in the panel 1.1 must be interpreted in the context of mobile internet.

3.2. Mobile Internet - Investments

Refer to indicator 1.2 under Data Centre for definition and scope. The definition and scope of the indicator in the panel 1.2 must be interpreted in the context of mobile internet.

3.3. Mobile Internet - Revenue by ServiceINDICATOR: Revenue by serviceDEFINITION

Revenue by service refers to retail revenue earned from provision of various infrastructure operator.CLARIFICATIONS AND SCOPE

Revenue for Mobile Internet providers (Mobile internet service providers) is defined as all retail revenue earned from the provision of mobile internet services by licensees offering mobile internet services within Zambia during the period under review. It includes all revenues from dial-up, capped and uncapped broadband. Revenues for both prepaid and postpaid mobile internet must be included. Also included are revenues for installation fees, sundries and Value-Added-Services (VAS). METHOD OF COLLECTION

Revenue data in telecom services is collected from all licensees in Zambia offering telecom/ICT related services. The revenue data must disaggregated and reported by amount earned on individual services.METHODOLOGICAL ISSUES

None.

3.4. Mobile Internet - TaxesRefer to indicator 1.4 under Data Centre for definition and scope. The definition and scope of the indicator in the panel 1.4 must be interpreted in the context of mobile internet.

3.5. Mobile Internet - Network ParametersINDICATOR: Network ParametersDEFINITION

Network Parameter (Radio Network Parameters) refers to measurable characteristics that define the operation of the telecommunication network. These characteristics should be

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reported as number with units were applicable. . Specifically, it is defined in terms of the following low-level indicators.

1. Percentage of population covered by 2G25 network refers to the percentage of the population within range of the 2G mobile cellular signal, regardless of whether or not they are subscribers or users. This parameter is calculated by dividing the total number of people within range of the 2G mobile cellular signal by the total population of Zambia and multiplying by 100;

2. Percentage of population covered by 3G26 network refers to the percentage of the population within range of the 3G mobile cellular signal, regardless of whether or not they are subscribers or users. This parameter is calculated by dividing the total number of people within range of the 3G mobile cellular signal by the total population of Zambia and multiplying by 100;

3. Percentage of population covered by LTE27/WiMAX/4G network refers to the percentage of the population within range of the LTE/4G mobile cellular signal, regardless of whether or not they are subscribers or users. This parameter is calculated by dividing the total number of people within range of the LTE/4G mobile cellular signal by the total population of Zambia and multiplying by 100;

4. TCH Congestion. For definition and scope refer to 2019 Quality of Service Guideline;5. Call Drop Rate. For definition and scope refer to 2019 Quality of Service Guideline;6. Call Block Rate. For definition and scope refer to 2019 Quality of Service Guideline;7. Number of faults on the network refers to the total number of malfunctions in the

network during the period under review. All fault types, whether considered minor or major should be included;

8. Busy Hour (BH) call drop rate refers to;9. Busy Hour (BH) call block rate refers to;10. Busy Hour (BH) call attempts refers to;11. Busy Hour (BH) traffic per month/quarter (in erlang) refers to;12. Average Busy Hour (BH) traffic per month/quarter (in erlang) refers to;13. Billing/IN Busy Hour (BH) utilization refers to;14. Number of BSC refers to;15. Number of RNC refers to;16. Capacity of BSC refers to;17. Capacity of BSC refers to;18. Number of TRX in the network refers to;19. Maximum MSC configured capacity refers to;20. Billing/IN maximum configured capacity refers to;21. SGSN configured capacity refers to;22. MME configured capacity refers to;CLARIFICATIONS AND SCOPE

This high-level indicator refers to selected characteristics that are numerically measurable during the operation of the radio telecommunication networks for mobile internet service providers.METHOD OF COLLECTION

Data is collected from all service providers providing mobile internet service in the Zambia via SIM card based technology. All ISPs providing mobile internet services must provide the data under this indicators.METHODOLOGICAL ISSUES

None.

3.6. Mobile Internet - Radio NetworkINDICATOR: Radio NetworkDEFINITION

Radio network (radio access network (RAN)) refers to the technology that connects individual 25 Second Generation networks26 Third Generation networks27 Long Term Evolution networks or Fourth Generation networks

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devices to other parts of a network through radio connections. It is a major part of modern telecommunication system, with 3G and 4G network connections for mobile cellular phones being examples of radio access networks28.CLARIFICATIONS AND SCOPE

This high-level indicator refers to the availability of radio access network and related telecom infrastructure for mobile internet service providers. Specifically, it defined in terms of the following low-level indicators.

1. Percentage of area coverage refers to the fraction of the total land area covered by the mobile internet service provider’s RAN;

2. Percentage of LTE/4G area coverage refers to the total LTE/4G coverage of the land area in percent. This is calculated by dividing the total land area of all geographical areas covered by LTE/4G signal by the total land area of Zambia and multiplying by 100;

3. Percentage of 3G area coverage refers to the total 3G coverage of the land area in percent. This is calculated by dividing the total land area of all geographical areas covered by 3G signal by the total land area of Zambia and multiplying by 100;

4. Percentage of 2G area coverage refers to the total 2G coverage of the land area in percent. This is calculated by dividing the total land area of all geographical areas covered by 2G signal by the total land area of Zambia and multiplying by 100;

5. Number of districts with mobile internet coverage refers to number districts where there is presence of the mobile internet service provider’s RAN;

6. Number of owned sites refers to telecom sites owned by the service provider;7. Number of owned 2G sites refers to 2G telecom sites owned by the service provider;8. Number of leased 2G sites refers to 2G telecom sites leased by the service provider;9. Number of owned 3G sites refers to 3G telecom sites owned by the service provider;10. Number of leased 3G sites refers to 3G telecom sites leased by the service provider;11. Number of owned 4G sites refers to 4G telecom sites owned by the service provider;12. Number of leased 4G sites refers to 4G telecom sites leased by the service provider;13. Number of leased sites refers to sites the service provider is leasing from other telecom

service providers;14. Number of swapped sites refers to telecom sites the service provider has partly or

completely crossed the feeder cables resulting in swapped coverage areas of two adjacent sites29;


Data is collected from all service providers providing mobile internet service in the Zambia via SIM card based technology. METHODOLOGICAL ISSUES

None

3.7. Mobile Internet - Quality of Service Parameters

The definition and scope for quality of service (QoS) parameters namely Connection establishment and Information Transfer for mobile data are provide under mobile cellular in the 2019 QoS Guidelines.

3.8. Mobile Internet - PricesINDICATOR: PricesDEFINITION

Price refers to a specified fee a user pay for accessing a specified data plan offered by Mobile Internet/internet providers.CLARIFICATIONS AND SCOPE

28 https://www.techopedia.com/definition/9089/radio-access-network-ran29 http://www.vritsupport.com/sector-swap-identification-guide/

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https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=3&ved=2ahUKEwi4luLcxP_jAhU0RhUIHV30DBQQFjACegQIDRAG&url=https%3A%2F%2Fwww.techopedia.com%2Fdefinition%2F9089%2Fradio-access-network-ran&usg=AOvVaw02Uie93bt9e-2aarstPqPQ

A data plan is an agreement between a Mobile Internet service provider and a customer that specifies how much Mobile Internet the user can access for a specified period and price 30. It may be an unlimited-use plan or based on the actual amount of data transferred. For the purpose of this document consider the latter plan. The price of data plan referred is the retail price a user of Mobile Internet pay for a data plan offered by a licensee offering Mobile Internet/internet services within Zambia. Data plans are prepaid services were a user buy a data quota prior to accessing the services. The high-level indicator of Mobile Internet prices is defined in terms of the following low-level indicators:

1. Bundle volume refers to the data quota the user accesses for a specified period and price,

2. Bundle prices refers to the price a user pay to access the data quota for a specified period,

3. Top-up bundle prices refers to the discounted price a user pay to access addition data quota if bundle volume is exhausted prior to the expiry of the initial bundle validity period

4. Bundle validity refers to the time restriction during which the data quota must be exhausted. Time limits are made explicit to the user and can refer to the validity period of the prepaid data plan purchased at full cost.


The data is collected from all licensees offering Mobile Internet/internet services in Zambia. If the licensee has been sold or merged, then the data should be collected from the successor business. Prices for data plans must inclusive all applicable taxes.METHODOLOGICAL ISSUES

None.

3.9. Mobile Internet - Bandwidth UsageINDICATOR: Bandwidth UsageDEFINITION

Bandwidth usage describes the network throughput. The indicator refers to the total used capacity of internet bandwidth measured in megabits per second (Mbit/s). It is measured as the used capacity of the internet exchange offering international bandwidth. This indicator includes:

1. Bandwidth usage refers to total volume of data arising from the usage of international bandwidth, in megabytes (MB). It is measured as the sum of incoming data volume and outgoing data volume.

2. Incoming international bandwidth refers to total incoming capacity of international internet bandwidth, in Mbit/s, measured as incoming (downlink) capacity of the internet exchange offering international bandwidth.

3. Outgoing international bandwidth refers to total outgoing capacity of international internet bandwidth, in Mbit/s, measured as outgoing (uplink) capacity of the internet exchange offering international bandwidth.

4. Lit/equipped international bandwidth refers to the bandwidth in fibre networks where the fibre has been turned on and is ready for use. Purchased/contracted bandwidth covers bandwidth in service but not all is actually used. Therefore, service providers without own fibre networks should report purchased/contracted as lit/equipped bandwidth.

5. If capacity is asymmetric the higher between incoming and outgoing international capacities is reported as the used international internet bandwidth.


The indicator refers to the used bandwidth of international between connections for transmitting internet traffic. Out of the total international bandwidth available for the provider there is a part corresponding to the purchased/contracted. Contracted refers to bandwidth put into service but not all of which is used. Some is held in reserve for redundancy/restoration. This indicator thus refers to the portion of the contracted bandwidth that is actually used to carry traffic. If traffic is asymmetric, the incoming capacity should be provided.

30 https://whatis.techtarget.com/definition/data-plan-mobile-data-plan (Accessed on 13 August 2019) | P a g e

https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=3&cad=rja&uact=8&ved=2ahUKEwiVkJiK-v_jAhWPKVAKHd_2DaAQFjACegQICxAI&url=https%3A%2F%2Fwhatis.techtarget.com%2Fdefinition%2Fdata-plan-mobile-data-plan&usg=AOvVaw0oOgk-3DC6yQK0Sl3u4ZqB

This indicator can be used to derive the indicator - international bandwidth per inhabitant31 - by multiplying by 1 million and dividing by the population.METHOD OF COLLECTION

Data on bandwidth usage is collected from all licensees in Zambia offering internet services. Alternatively, the data for this indicator can be sourced from the wholesale carriers that provide wholesale international connectivity. METHODOLOGICAL ISSUES

None

3.10. Mobile Internet - HotspotsINDICATOR: HotspotsDEFINITION

Hotspots describes physical locations where internet user may obtain Internet access, typically using Wi-Fi technology, via a wireless local area network (WLAN) using a router connected to an internet service provider32. This indicator includes:

1. Number of hotspots refers to number of all physical locations where the internet service provider has set up hotspots. It includes hotspots providing free or billed access to the internet.

2. Unique hotspot logins per month refers to the number of distinct user logins used to access the internet at the hotspot in a period of one month.


The indicator refers to the hotspots provided via WLAN. Portable hotspot provided via mobile cellular phones are excluded.METHOD OF COLLECTION

Data on hotspots is collected from all licensees in Zambia offering internet services and are providing internet access via hotspot.METHODOLOGICAL ISSUES

None

3.11. Mobile Internet - SIM Card Registration StatusINDICATOR: SIM Card Registration StatusDEFINITION

SIM card registration status describes the status of the SIM cards registration database. This high-level indicator is broken down into low-level indicators a follows:

1. Number of activated SIM cards refers to number of SIM cards that are registered, and activated during the period under review.

2. Number of deactivated SIM cards refers to the number of SIM cards deactivated during the period under review.

3. Number of registered SIM cards to date refers to the cumulative total of all registered in the service provider’s SIM card database.


The indicator refers to the SIM cards that are registered and active by the service provided during the quarter. It also includes data on deactivated SIM cards during the quarter. The cumulative total up to the end of the quarter should also be provided.METHOD OF COLLECTION

31 Unit are in bits/second/inhabitant32 https://en.wikipedia.org/wiki/Hotspot_(Wi-Fi) (Accessed on 14 August 2019)

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https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=3&cad=rja&uact=8&ved=2ahUKEwiSteesu4LkAhUztHEKHbrfDGAQFjACegQIDBAG&url=https%3A%2F%2Fen.wikipedia.org%2Fwiki%2FHotspot_(Wi-Fi)&usg=AOvVaw3SMo__3FJipSPGKHMT2y2v

Data on SIM card registration status is collected from all licensees in Zambia offering internet services. This data is also available from the mobile cellular network operators.METHODOLOGICAL ISSUES

None

3.12. Mobile Internet - SubscriptionINDICATOR: SubscriptionsDEFINITION

Subscriptions refers to subscriptions for mobile internet services. The subscription must allow access to the Internet via HTTP and must have been used to make a data connection via Internet Protocol (IP) in the previous three months. Standard short messaging service (SMS) and multimedia messaging service (MMS) messaging do not count as an active internet data connection even if they are delivered via Internet Protocol (IP) therefore must be excluded. The high-level indicator includes:

1. Number of mobile internet users (total) refers to the total number of mobile internet users accessing the internet service regardless of access-speed.

2. Number of mobile internet users (with dedicated data subscription via modem or card or key) refers to the total number of mobile internet users with dedicated data subscriptions accessing internet service via modems, cards or keys.

3. Number of Blackberry subscribers refers to the total number of mobile internet users access the internet services through Blackberry subscriptions only.

4. Number of 3G internet users (total) refers to the total number of mobile internet users accessing internet service via 3G technology only.

5. Number of 3G internet users (with dedicated data subscription via modem or card or key) refers to the total number of mobile internet users with dedicated data subscriptions accessing internet service through 3G technology via modems, cards or keys only.

6. Number of 4G internet users (total) refers to the total number of mobile internet users accessing internet service via 4G technology only.

7. Number of 4G internet users (with dedicated data subscription via modem or card or key) refers to the total number of mobile internet users with dedicated data subscriptions accessing internet service through 4G technology via modems, cards or keys only.

8. Number of 3G and 4G internet users refers to the total number of mobile internet users accessing internet service via 3G and 4G technologies only.

9. Number of modems sold to date refers to the cumulative total of modems sold by the mobile internet service provider up to the end of the review period.

10. Number of corporate internet users refers to the total number of mobile internet subscriptions that attributed to corporations or business.


The indicator refers to subscriptions to mobile internet access to public internet. It includes internet access at all speeds i.e. narrowband and broadband. Data for indicators for mobile broadband subscriptions should be provided under 3G and 4G internet users.METHOD OF COLLECTION

The data is collected from all licensees in Zambia offering mobile internet services.

This indicator is measured in number of subscriptions per 100 inhabitants, calculated as total number of mobile internet subscriptions divided by the total population and then multiplied by 100.METHODOLOGICAL ISSUES

None

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4. Mobile Cellular

A mobile cellular operator, wireless provider, or carrier is a mobile telecommunications company that provides wireless GSM services for mobile device users. The operator gives a SIM card to the customer who inserts it into the mobile device to gain access to the service.

4.1. Mobile - Billing and ComplaintsINDICATOR: Billing and ComplaintsDEFINITION

Billing and Complaints refers to customer service management in relation to billing and complaints by the mobile cellular service providers. The high-level indicator includes:

1. Postpaid accounts that have been billed in a month. Refers to total number of billed postpaid accounts in a month. The indicator must be provided by month. Alternatively, it must be provided as a total number of billed postpaid accounts over the reporting period.

2. Billing complaints as a percentage of total bills issued. Refers to the proportion of complaints related to billing expressed as a percent.

3. Percentage of billing complaints resolved within 5, 20 or 30 days of receipt. Refers to billing-related complaints received and resolved within 5, 20 or 30 days. The indicator calculated as the total number of complaints related to billing received and resolved within 5, 20 or 30 days divided by the total number of billing-related complaints received within 5, 20 or 30 days.

4. Number of non-billing complaints received. Refers to total number of complaints that are not billing-related.

5. Number of non-billing complaints resolved within 1 working day of receipt of complaint. Refers to the total number of complaints not billing-related which are received and resolved within 1 day.

6. Service activation or provisioning time. Refers to the time from the date of application to the date of service activation. The average service activation time for all new applications received within the given period should be provided

7. Percentage of service restoration requests fulfilled within 1 working day. Refers to the fraction of service restoration requests accomplished within 1 working day expressed as a percent. The indicator is calculated as the number of service requests accomplished in 1 working day divided by total number of service requests made within the same period and multiplied by 100.

8. Percentage of service restoration requests fulfilled within 2 working days of reporting. Refers to the fraction of service restoration requests accomplished within 2 working days expressed as a percent. The indicator is calculated as the number of service requests accomplished in 2 working days divided by total number of service requests made within the same period and multiplied by 100.


The indicator refers to complaints related to the provision of mobile cellular services received in the review period. For purpose of provision of information, customer complaints may be classified as billing and non-billing complaints. Where more than one complaint is made by the same customer on the same subject, each instance of the complaint should be counted separately. If a customer complains again before an existing complaint has been closed, then this should not be treated as a separate complaint, but as a continuation of the first unclosed complaint. METHOD OF COLLECTION

The data is collected from all licensees in Zambia offering mobile cellular services. METHODOLOGICAL ISSUES

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None

4.2. Mobile - Employment

Refer to indicator 1.1 under Data Centre for definition and scope. The definition and scope of the indicator in the panel 1.1 must be interpreted in the context of mobile cellular.

4.3. Mobile - Investments


4.4. Mobile - Revenue by ServiceINDICATOR: Revenue by serviceDEFINITION

Revenue by service refers to retail revenue earned from provision of mobile telecommunications services, including SMS, voice and data services (narrowband and broadband) by mobile cellular operators during the period under review. This high-level indicator is broken down into the following low-level indicators:

1. Prepaid VAS2. Incoming roaming3. Postpaid Installation fees4. Postpaid Subscription fees5. Postpaid Local Airtime6. Postpaid International Airtime7. Postpaid Dial-up8. Postpaid VAS9. Postpaid Other Revenue10. Prepaid Connection fees11. Prepaid Local Airtime12. Prepaid International Airtime13. Prepaid Dial-up14. Community payphone Airtime15. Calls Termination from other local mobile operators16. Calls Termination from other local fixed operators17. Calls Termination from International18. Other Revenue from Leased Transmission19. Other Revenue from Leased Sites20. Other Revenue from CPE, accessories etc.21. Prepaid GPRS/3G22. Visiting Roamers23. Prepaid SMS24. Postpaid SMS25. SMS Termination from International26. SMS Termination from other Local Mobile operators27. Prepaid Handsets28. Postpaid Connection fees29. Payphone Airtime30. Postpaid LTE/4G31. Prepaid LTE/4G32. Sales of products and other revenue33. Postpaid Roamers34. Prepaid Roamers35. Postpaid Handsets

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INDICATOR: Revenue by serviceCLARIFICATIONS AND SCOPE

Revenue by service defined above should be for all retail revenue earned from the provisioning of mobile telecommunication services by mobile cellular operators licenced to offer mobile telecommunication services within Zambia during the period under review.METHOD OF COLLECTION

The data is collected from all mobile cellular operators (both network and virtual, including resellers) licenced to operate in Zambia. The revenue data must disaggregated and reported by revenue earned on individual services.METHODOLOGICAL ISSUES

None.

4.5. Mobile - Taxes


4.6. Mobile - Interconnection Incoming and OutgoingINDICATOR: Interconnection Incoming and OutgoingDEFINITION

Interconnection refers to the linking of two or more networks for the mutual exchange of traffic33. It allows for calls or SMS (traffic) placed by a subscriber in one mobile cellular network to reach a subscriber in another mobile cellular network. It includes:

Mobile interconnection incoming which refers to the phenomenon where mobile cellular traffic originating on other networks (fixed or mobile), terminates on one network.

Mobile interconnection outgoing refers to the phenomenon where mobile cellular traffic originates on one network and terminates in other networks.

The data requirement for the two high-level indicators includes:

1. Interconnection rate refers to the charges which one telecommunications operator charges to another for terminating calls on its network. The rate is usually charged on per second or per minute basis.

2. Volume refers to the outbound/inbound traffic to/from other mobile cellular networks (both mobile and fixed). Indicator should be reported as the total number of minutes to/from respective mobile cellular service providers.

3. Out-payments and In-payments, where the former refers to financial payments a mobile cellular operator pays other mobile cellular network operators for the traffic terminating on their networks, and the latter refers to financial payments received by a mobile cellular network operator from other mobile cellular network operators for the traffic originating on its network.


The indicators include charges, payments and volume of traffic across mobile cellular networks. The traffic is construed to be total minutes for voice calls and total number of SMS for messages. METHOD OF COLLECTION

The data is collected from all licenced mobile cellular operators offering mobile cellular services in Zambia.

33 Title 47 of the Code of Federal Regulations | P a g e

METHODOLOGICAL ISSUES

None.

4.7. Mobile - Core NetworkINDICATOR: Core NetworkDEFINITION

Core network34 refers to the part of a network that connects the different parts of the access network. It offers numerous services to the customers who are interconnected by the access network. It also delivers routes to exchange information among various sub-networks. Its key function is to provide the gateway to other telecommunication networks that is aggregating and directing network traffic to the internet or a wide area network (WAN). The indicator includes:

Switch refers to a high-capacity switch generally positioned within the physical core of a network. Core switches serve as the gateway to a WAN or the Internet - they provide the final aggregation point for the network and allow multiple aggregation modules to work together. The indicator is provided as the total number of switches on the network by location. Location refers to the town where network switches are located.

Switching capacity is a measure of the switch's fabric bandwidth and the switch's packets per second forwarding capacity35. This indicator is provided as the total of the maximum switching capacities of the switches by location. CLARIFICATIONS AND SCOPE

The indicator refers to the total number of switches in a particular location and the associated maximum capacity of the switches. The number of switches and the maximum switching capacity must be provided by town. METHOD OF COLLECTION

The data for this indicator is collected from all licenced mobile cellular network operators offering mobile cellular services in Zambia.METHODOLOGICAL ISSUES

None.

4.8. Mobile - GIS Information and Google Network Coverage MapINDICATOR: GIS Information & Google Network Coverage MapsDEFINITION

GIS information & Google network coverage maps refers to geographical information system (GIS) database for mobile cellular network sites bearing the following details:

1. X and Y coordinates – Location coordinates2. Freq Band (GHz) - (Frequency band in Gigahertz)3. Tx Freq MHz – Signal transmitting Frequency in Megahertz4. Rx level (dBm) – Signal receiving level in decibel per milliwatt hour 5. Link Name6. Site Status7. Site Name8. Tx Site ID – Transmitting site identity9. Site height in metres10. Province11. Town

34 https://www.techopedia.com/definition/6641/core-network35 https://learningnetwork.cisco.com/thread/96119

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This information must be provided in spreadsheet format as well as in google earth format with all the above information clearly marked.CLARIFICATIONS AND SCOPE

The data refers to the characteristics of the site and transmission capacity. METHOD OF COLLECTION


None.

4.9. Mobile - Own Transmission NetworkINDICATOR: Own Transmission NetworkDEFINITION

Own transmission network refers to microwave links/hops by routes with respect to capacity installed, capacity used, capacity leased and unused capacity. The capacities must be measured in terms of E1 Units. Two type of microwave links/hops are provided for in databank namely Plesiochronous Digital hierarchy (PDH) and Synchronous Digital Hierarchy (SDH).


The data for this indicator must be provided for all PDH and all SDH, where applicable for the period under review. This data must be provided by individual route. If the number of routes is too large, provision is made in the databank to upload the spreadsheet through the document upload.

Additionally, where the route of the microwave link/hop is upgradable, this information must be indicated. However, where the route is NOT upgradable, an explanation must be provided. METHOD OF COLLECTION


None.

4.10. Mobile - Network Parameters – Rv1

Refer to indicator 3.5 under Mobile Internet for definition and scope. The definition and scope of the indicator in the panel 3.5 must be interpreted in the context of mobile cellular.

4.11. Mobile - Radio Network


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4.12. Mobile - Success Call Rate by ServiceINDICATOR: Success Call Rate by ServiceDEFINITION

Success call rate by service is described in terms of call setup success rates (CSSR) of outgoing and incoming calls that is calls are originating from the network and calls terminating in the network respectively. CSSR refers to the fraction of call attempts that result in a connection (call setups) to the dialled number. Note that due to various reason not all call attempts end with a connection to the dialled number. This high-level indicator is broken down into the following low-level indicators:

1. Outgoing - mobile to mobile on-net

Refers to outgoing calls originating from the mobile cellular network and terminating in the same network. The calls are made between users of the same network in Zambia.

2. Outgoing - mobile to fixed on-net

Refers to outgoing calls originating from a mobile cellular network and terminating in the fixed network. The fixed telephone and mobile cellular networks are interconnected and owned by the mobile cellular operator. The calls are made between users of mobile cellular network and users of the fixed telephone network with numbers/subscription of the same network provider in Zambia.

3. Outgoing - mobile to mobile off-net

Refers to outgoing calls originating from one mobile cellular network and terminating in the other interconnected mobile cellular network. The calls are made between users of different network providers in Zambia.

4. Outgoing - mobile to fixed off-net

Refers to outgoing calls originating from a mobile cellular network and terminating in the fixed network. The fixed telephone and mobile cellular networks are interconnected and owned by different service providers. The calls are made between users of mobile cellular network and users of the fixed telephone network with numbers/subscription of different network providers in Zambia.

5. Outgoing - mobile-international

Refers to outgoing calls originating from the local mobile cellular network provider and terminating in the foreign network provider. The calls are made between a user of the mobile cellular network in Zambia and a user of the foreign network outside Zambia.

6. Outgoing - mobile to toll-free numbers

Refers to outgoing calls from mobile cellular numbers to toll-free numbers within the Zambia. The calls are not charged on the calling party but billed on the receiving party (reverse charging).

7. Outgoing - mobile to premium numbers

Refers to outgoing calls from mobile cellular numbers to premium numbers within Zambia. Calls by premium numbers are charged a higher than normal price to the calling party because of certain services provided.

8. Outgoing - mobile-emergency numbers

Refers to outgoing calls from mobile cellular numbers to emergency numbers in Zambia. An emergency number is a telephone number is public line which the public can dial to report sudden, unexpected, or impending situations that may cause injury, loss of life, damage to the property or interference with the normal activities of a person

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INDICATOR: Success Call Rate by Serviceor firm and which, therefore, requires immediate attention and remedial action36.The calls to emergency number are not charged on the either parties.

9. Outgoing - mobile to voicemail

Refers to outgoing calls from mobile cellular numbers to voicemail service numbers within Zambia. The calls are charged on the calling party.

10. Outgoing - visiting roamers

Refers to outgoing calls from visiting roamers’ numbers to other numbers (local or foreign). Visiting roamers (in-roamers) are charged for initiating and receiving voice calls.

11. Incoming - other local mobile operators

Refers to incoming calls originating from other local mobile cellular networks in Zambia and terminating in the local mobile cellular network. The calls are made between users of different mobile cellular networks in Zambia.

12. Incoming - other local fixed operators

Refers to incoming calls originating on local fixed telephone network in Zambia and terminating in the local network. The calls are made between users of different networks in Zambia.

13. Incoming - international

Refers to incoming calls originating from the foreign network provider and terminating in the fixed or mobile cellular network providers in Zambia. The calls are made between users of the mobile cellular network in Zambia and users of the foreign network.

14. Incoming - visiting roamers

Refers to incoming calls to visiting roamers’ numbers. Visiting roamers (in-roamers) are charged for initiating and receiving voice calls.

CSSR for individual low-level indicators is calculated and multiplied by 100 to obtain the percentage.CLARIFICATIONS AND SCOPE

CSSR is used to describe the success call rate for outgoing calls during the review period while the success call rate for incoming calls is described in terms of the handover success rate (HOSR) in the same period. HOSR is refers to the fraction of handover requests that results in successful handovers. It can be obtained through traffic measurements and is divided into three types namely Success Rate of Intra-BSC (Base Station Controller) Handover, Success Rate of Incoming BSC Handover and Success Rate of Outgoing BSC Handover37. Therefore, the mean value of the three types of handovers must be provided as an indicator (HOSR) for incoming calls of each types.METHOD OF COLLECTION

The data for this indicator is collected from all licenced mobile cellular network operators offering mobile cellular services in Zambia. The aggregates should calculated for the METHODOLOGICAL ISSUES

None.

36 http://www.businessdictionary.com/definition/emergency.html37 https://sites.google.com/site/techafiacom/classroom-news/handoversuccessratekpiimprovement

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4.13. Mobile - Quality of Service Parameters

The definition and scope for QoS parameters namely Billing, Connection establishment, Information Transfer, Network service or management, Service Provisioning and Service Support for mobile cellular are provide in the 2019 QoS Guidelines.

4.14. Mobile - TariffsINDICATOR: TariffsDEFINITION

Tariffs refers to product usage charges charged on consumers based on the usage of mobile telecommunication products and associated services38. Typical examples of mobile tariffs are call per second or per minute, data download per kilobyte (KB) or per megabyte (MB) and charge per SMS. Tariffs consists of the description of the service, the terms and conditions of the service and applicable charges.

The high-level indicator is broken down in the following low-level indicators:

1. Prepaid on-net tariffs

Refers to Peak and Off-Peak usage charges on billable traffic for prepaid subscribers originating and terminating in the network.

2. Prepaid other network tariffs

Refers to Peak and Off-Peak usage charges on billable traffic for prepaid subscribers originating on the network and terminating in other networks.

3. Postpaid on-net tariffs

Refers to Peak and Off-Peak usage charges on billable traffic for postpaid subscribers originating and terminating in the network.

4. Postpaid other network tariffs

Refers to Peak and Off-Peak usage charges on billable traffic for postpaid subscribers originating on the network and terminating in other networks.

The indicators should be provided in call per second and denominated in Zambia Kwacha, expressed to 4 decimal places.CLARIFICATIONS AND SCOPE

The data for the indicator should be the average of tariffs in use by the mobile cellular operator during the review period. Headline tariffs are preferred. However, should the mobile cellular operator desired to provide the variants of the headline tariffs in addition, the spreadsheet containing the information should be uploaded through provisioned document upload function in the databank. METHOD OF COLLECTION


None.

38 https://www.tutorialspoint.com/telecom-billing/tariff-planning.htm# | P a g e

4.15. Mobile - Complaint StatisticsINDICATOR: Complaint StatisticsDEFINITION

Complaint statistics refers to summary statistics for complaint receipts and resolutions related to the provision of mobile cellular services. The complaint includes unsolicited message, overcharging, poor quality of service, poor data services, expiration of data bundles, unavailability of call centre services etc. Further, some complaints are related to various promotions launched by mobile cellular operators. The high-level indicator includes:

1. Number of complaints received

Refers to total number of complaints received from the subscribers of mobile cellular services during the period under review.

2. Number of complaints resolved

Refers to total number of complaints received by the mobile cellular operator from the subscribers that result in a resolution during the period under review.

3. Number of promotions launched

Refers to total number of promotions launched by the mobile cellular operator during the period under review.

4. Number of complaints related to promotions

Refers to total number of complaints received by the mobile cellular operator from the subscribers which relate to the promotions launched during the period under review.

5. Number of Do-Not-Disturb (DND) requests/complaints received/registered

Refers to total number of DND requests/complaints made by subscribers to the mobile cellular operator during the period under review.

6. Number of subscribers added to the DND list

Refers to total number of subscribers included on the DND list by the mobile cellular operator during the period under review.


The data the indicator should be provided only for the period under review. Any complaints or DND request/registration receipts and resolution out of the review period should not form part of the statistics. METHOD OF COLLECTION


None.

4.16. Mobile - Bandwidth Usage – Rv1INDICATOR: Bandwidth UsageDEFINITION

Bandwidth usage describes the network throughput. The indicator refers to the total used capacity of internet bandwidth measured in megabits per second (Mbit/s). It is measured as the used capacity of the internet exchange offering international bandwidth. This indicator includes:

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1. Bandwidth usage (GPRS/EDGE, 3G, LTE/4G) refers to volume of GPRS/EDGE, 3G and LTE/4G data arising from the usage of international bandwidth, in megabytes (MB). It is measured as the sum of incoming data volume and outgoing data volume.

2. Incoming international bandwidth refers to total incoming capacity of international internet bandwidth, in Mbit/s, measured as incoming (downlink) capacity of the internet exchange offering international bandwidth.

3. Outgoing international bandwidth refers to total outgoing capacity of international internet bandwidth, in Mbit/s, measured as outgoing (uplink) capacity of the internet exchange offering international bandwidth.

4. Lit/equipped international bandwidth refers to the bandwidth in fibre networks where the fibre has been turned on and is ready for use. Purchased/contracted bandwidth covers bandwidth in service but not all is actually used. Therefore, service providers without own fibre networks should report purchased/contracted as lit/equipped bandwidth.

5. If capacity is asymmetric the higher between incoming and outgoing international capacities is reported as the used international internet bandwidth.


The indicator refers to the used bandwidth of international between connections for transmitting internet traffic. Out of the total international bandwidth available for the provider there is a part corresponding to the purchased/contracted. Contracted refers to bandwidth put into service but not all of which is used. Some is held in reserve for redundancy/restoration. This indicator thus refers to the portion of the contracted bandwidth that is actually used to carry traffic. If traffic is asymmetric, the incoming capacity should be provided. Bandwidth usage should be provided separately for GPRS/EDGE, 3G and 4G traffic.

This indicator can be used to derive the indicator - international bandwidth per inhabitant39 - by multiplying by 1 million and dividing by the population.METHOD OF COLLECTION

Data on bandwidth usage is collected from all licensees in Zambia offering internet services. Alternatively, the data for this indicator can be sourced from the wholesale carriers that provide wholesale international connectivity.METHODOLOGICAL ISSUES

None

4.17. Mobile - Network Device CountsINDICATOR: Network Device Counts

DEFINITION

Network device count refers to the unique counts of the number of devices connected to

39 Unit are in bits/second/inhabitant | P a g e

the network. It is measured as the number of devices which are 2G capable, 3G capable and LTE/4G capable that are connected to network. The high-level indicator includes the following low-level indicators:

1. Number of basic phones on the mobile cellular network that are 2G, 3G and LTE/4G capable.

2. Number of feature phones on the mobile cellular network that are 2G, 3G and LTE/4G capable.

3. Number of M2M equipment on the mobile cellular network that are 2G, 3G and LTE/4G capable.

4. Number of modems or GSM gateways on the mobile cellular network that are 2G, 3G and LTE/4G capable.

5. Number of pluggable cards on the mobile cellular network that are 2G, 3G and LTE/4G capable.

6. Number of smartphones on the mobile cellular network that are 2G, 3G and LTE/4G capable.

7. Number of other SIM card based devices on the mobile cellular network that are 2G, 3G and LTE/4G capable.


The indicator refers to counts of devices that were connected to the network during the period under review. The counts must refer to unique devices that is each device must considered once in the count. The devices must be SIM card based and have the capacity to use the GSM networks for telecommunication. METHOD OF COLLECTION


None.

4.18. Mobile - Payphone Outgoing TrafficINDICATOR: Payphone Outgoing TrafficDEFINITION

Payphone outgoing traffic refers to mobile cellular traffic (seconds or minutes) originating from mobile payphones. It includes local and international traffic terminating both in mobile cellular and fixed telephone networks. This high-level indicator is broken down into the following low-level indicators:

1. Outgoing - mobile to mobile on-net 2. Outgoing - mobile to fixed on-net 3. Outgoing - mobile to mobile off-net 4. Outgoing - mobile to fixed off-net 5. Outgoing - mobile-international6. Outgoing - mobile to toll-free numbers7. Outgoing - mobile to premium numbers8. Outgoing - mobile-emergency numbers9. Outgoing - mobile to voicemail

The above indicators are defined in 4.12, under mobile success call rate by service.CLARIFICATIONS AND SCOPE

The indicator refer only to outgoing traffic from the payphone. Therefore, incoming traffic is excluded. Payphone traffic must be calculated as the total duration (in minutes) of all the calls made using the payphone. METHOD OF COLLECTION

The data for this indicator is collected from all licenced mobile cellular network operators | P a g e

offering mobile cellular services in Zambia.METHODOLOGICAL ISSUES

None.

4.19. Mobile - Postpaid and Prepaid TrafficINDICATOR: Postpaid and Prepaid TrafficDEFINITION

Postpaid and prepaid traffic refers to mobile cellular traffic (seconds or minutes) originating from postpaid and prepaid subscribers. It includes domestic and international traffic terminating in domestic and international mobile cellular and fixed telephone networks. This high-level indicator is broken down into the following low-level indicators:

1. Outgoing - mobile to mobile on-net 2. Outgoing - mobile to fixed on-net 3. Outgoing - mobile to mobile off-net 4. Outgoing - mobile to fixed off-net 5. Outgoing - mobile-international6. Outgoing - mobile to toll-free numbers7. Outgoing - mobile to premium numbers8. Outgoing - mobile-emergency numbers9. Outgoing - mobile to voicemail10. Outgoing - visiting roamers11. Incoming - other local mobile operators12. Incoming - other local fixed operators13. Incoming - international14. Incoming - visiting roamers15. Roaming - own subscribers in international networks refers to traffic from own

customers making and receiving call in the foreign networks.

The indicators 1 through 14 above are defined in 4.12, under mobile success call rate by service. These low-level indicators must be provided separately for postpaid and prepaid customers. CLARIFICATIONS AND SCOPE

The indicators refers to both postpaid and prepaid traffic. The low-level indicator are aggregated to obtain the following broader indicators of mobile cellular traffic.

1. International incoming traffic

Refers to the total number of incoming minutes received by mobile cellular networks in Zambia originating in another country. Calls may originate from either fixed telephone or mobile cellular networks. The indicator is calculated as a total number of minutes from all low-level indicators which refer to incoming traffic with an origination abroad namely incoming - international, incoming - visiting roamers (in-roamers) and roaming minutes from own subscribers in international networks (out-roamers). The data for the indicator is reported as an aggregated value of postpaid and prepaid incoming traffic.

2. International outgoing traffic

Refers to the total number of minutes originating in mobile cellular networks in Zambia and terminating outside Zambia. Calls must originate from the mobile cellular network and may terminate in mobile cellular or fixed telephone networks. The indicator is calculated as a total number of minutes from all low-level indicators which refer to outgoing traffic terminating in foreign networks namely outgoing to international and outgoing from visiting roamers (in-roamers) to home country. The data for the indicator is reported as an aggregate value of postpaid and prepaid outgoing traffic.

3. Domestic incoming traffic

Refers to the total number of incoming minutes received by mobile cellular networks | P a g e

INDICATOR: Postpaid and Prepaid Trafficwithin Zambia originating on networks within Zambia. Calls may originate on fixed telephone or mobile cellular networks. The indicator is calculated as a total number of minutes from all low-level indicators which refer to incoming traffic terminating in mobile cellular networks within Zambia with an origination within Zambian networks namely incoming – other local mobile operators and incoming – other local fixed operators. The data for the indicator is reported as an aggregated value of postpaid and prepaid incoming traffic.

4. Domestic outgoing traffic

Refers to the total number of minutes originating in mobile cellular networks within Zambia and terminating in networks within Zambia. Calls must originate on mobile cellular network but may terminate in mobile cellular or fixed telephone networks. The indicator is calculated as a total number of minutes from all low-level indicators which refer to outgoing traffic originating on mobile cellular networks within Zambia with termination within Zambian networks. The data for the indicator is reported as an aggregate value of postpaid and prepaid outgoing traffic.

The indicators above include billed and non-billed traffic.

The indicators for traffic are used to calculate the minute of use (MOU) per subscriber for voice usage over a period time such as day, week, month, quarter, year etc. For example, monthly MOU over 12 months per subscriber is calculated as the total number of minutes of all subscriber over the period divided by the number of subscriber and then divide by 12 months. METHOD OF COLLECTION


The indicator may not reflect all international traffic, particularly calls made using IP telephony or via SIM boxes that are rerouted to appear as local calls. This happens when the call enters the network of an internet service provider (ISP) in the country which then routes it over the local network (as a local call). Disguising international traffic as local inflates the domestic traffic.

Further, the treatment of call-back services may also affect how the call is accounted for. Call-back involves making an international call via a third country to take advantage of lower prices.

4.20. Mobile - SIM Card Registration


4.21. Mobile - SMS and MMSINDICATOR: SMS and MMSDEFINITION

SMS and MMS refers to SMS and MMS traffic to national and international destinations. This should exclude messages sent from computer to mobile handsets or to other computers.CLARIFICATIONS AND SCOPE

For SMS, the indicator refers to messages composed on, and sent from, a mobile handset to another mobile handset. It covers all SMS messages sent from mobile handset to mobile handset, both to national and international destinations. It excludes SMS received, value-

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added SMS, premium SMS and SMS sent from web-based services.

For MMS, the covers the number of MMS sent from mobile handsets to all destinations. An MMS is a message that includes pictures, video or audio content. Only the MMS sent should be reported.

However, it should be noted that usage of SMS and MMS technology has reduced significantly due to the growing usage of over-the-top (OTT) Applications (WhatsApp, Viber, Facebook Messenger etc.) for text communication. MMS is no long and supported and used by mobile cellular network operators. METHOD OF COLLECTION


The indicator refers only to SMS sent from one mobile user, using a handset to another mobile handset. Therefore, it does not include all SMS that pass through the SMS centre such as M2M, machine-human (M2H) and human-machine (H2M) messages. Similarly, MMS indicator refers to messages sent from mobile handsets. It excludes all MMS messages that pass through the MMS centre such as M2M, M2H and H2M messages. However, if M2M, M2H and H2M message are included in the count the mobile cellular operator should clarify.

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4.22. Mobile - Subscribers and PayphonesINDICATOR: Subscribers and PayphonesDEFINITION

Mobile subscribers and payphones refers to information related to subscription to mobile cellular services and the use of public payphone. It includes postpaid and prepaid active subscriptions to mobile cellular services such as voice, internet, blackberry, roaming contracts M2M etc. The high-level indicator covers all mobile cellular subscriptions that offer voice communications. It excludes subscriptions via data cards or universal serial bus (USB) modems, subscriptions to public Mobile Internet services, private trunk mobile radio, tele-point, radio paging and telemetry services.

The indicator is broken down into the following low-level indicators.

1. Number of active prepaid mobile subscribers

Refers to the total number of mobile cellular subscriptions that use prepaid refills. The subscribers purchase block of usage time instead of paying an ongoing monthly fee. Only active subscriptions should be included in the count.

2. Number of active postpaid mobile subscribers

Refers to the total number of mobile cellular subscriptions where subscribers are billed after their use of mobile cellular services. Usually, the billing is monthly. The postpaid service is provided on the basis of a prior arrangement with a mobile cellular service provider. The subscriber’s contract specifies a limit or allowance of minutes, text messages, etc. The subscriber will be billed at a flat rate for any usage equal to or less than that allowance. Any usage above the limits incurs extra charges. Therefore, postpaid subscribers have unlimited credit because they no limit on the use of mobile cellular services. Only active subscriptions should be included in the count.

3. Number of subscribers with roaming contracts

Refers to the total number of postpaid and prepaid mobile cellular subscriptions that are on roaming contracts. Only active subscriptions should be included in the count.

4. Number of mobile internet users

Refers to the total number of postpaid and prepaid mobile cellular subscriptions with access to data communication at low, medium or broadband speeds. Low and medium speeds refer to downstream speeds of below 256 kbps while broadband speeds are at least 256 kbps. Only active mobile cellular subscriptions, individuals and corporates, with access to data communication should be included in the count.

5. Number of Blackberry subscribers

Refers to the total number of postpaid and prepaid mobile cellular subscriptions with access to data communication and are on Blackberry contracts40. Only active mobile cellular subscriptions, individuals and corporates, with Blackberry contracts should be included in the count.

6. Number of 3G and LTE internet users

Refers to the total number of postpaid and prepaid mobile cellular subscriptions with access to data communication at broadband speeds. Only active mobile cellular subscriptions, individuals and corporates, with access to data communication in locations with 3G and LTE network signals should be included in the count.

7. Number of 3G corporate internet users

40 The service has been discontinued by all the MNOs as at 31st December 2018. | P a g e

INDICATOR: Subscribers and PayphonesRefers to the total number of postpaid and prepaid corporate mobile cellular subscriptions with access to data communication at broadband speeds. Only active mobile cellular subscriptions of corporates with access to data communication in locations with 3G mobile cellular signal should be included in the count.

8. Number of LTE/4G internet users

Refers to the total number of postpaid and prepaid corporate mobile cellular subscriptions with access to data communication at broadband speeds. Only active mobile cellular subscriptions, of individuals and corporates, with access to data communication in locations with LTE/4G network signal should be included in the count.

9. Number of corporate internet users

Refers to the total number of postpaid and prepaid mobile cellular subscriptions for corporates with access to data communication at low, medium and broadband speeds. Low and medium speeds refer to downstream speeds of below 256 kbps while broadband speeds are at least 256 kbps. Only active mobile cellular subscriptions of corporates with access to data communication should be included in the count.

10. Number of LTE/ 4G corporate internet users

Refers to the total number of postpaid and prepaid corporate mobile cellular subscriptions with access to data communication at broadband speeds. Only active mobile cellular subscriptions of corporates with access to data communication in locations with LTE/4G mobile cellular signal should be included in the count.

11. Number of only 3G internet users

Refers to the total number of postpaid and prepaid individual and corporate mobile cellular subscriptions with access to data communication at broadband speeds. Only active mobile cellular subscriptions of individuals and corporates with access to data communication in locations with only 3G mobile cellular signal should be included in the count.

12. Number of only 4G internet users

Refers to the total number of postpaid and prepaid individual and corporate mobile cellular subscriptions with access to data communication at broadband speeds. Only active mobile cellular subscriptions of individuals and corporates with access to data communication in locations with only 3G mobile cellular signal should be included in the count.

13. Number of modems sold to date

Refer to the definition in 3.13 under mobile internet/data

14. Number of public payphones

Refers to the total number of public payphones in use by the mobile cellular service provider. Only those operational should be included in the count.

15. Number of M2M postpaid mobile network subscribers

Refers to the total number of M2M mobile cellular subscriptions where subscription is billed after the use of mobile cellular services. This kind of subscription has unlimited credit because there is no limit on the use of mobile cellular services. Only active postpaid M2M subscriptions should be included in the count.

16. Number of M2M prepaid mobile network subscribers

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INDICATOR: Subscribers and PayphonesRefers to the total number of M2M mobile cellular subscriptions that use prepaid refills. Only active prepaid M2M subscriptions should be included in the count.


The indicator refers to telephone subscriptions to networks using mobile cellular technology. It includes both postpaid and prepaid subscriptions. It includes mobile cellular subscriptions with access to data communications at low, medium and broadband speeds. It excludes trunked radio, radio-paging machine subscriptions. Both residential and business subscriptions should be included.

For mobile broadband, Zambia has adopted the ITU standard on the definition of broadband. Therefore, in this context mobile broadband refers to speeds of at least 256 kbps. The indicator refers to subscriptions that actively use mobile broadband to access the internet.

If retail mobile cellular services are also provided by non-facilities-based operators (i.e. Mobile Virtual Network Operators, MVNOs), care should be taken to avoid double counting.The indicator, mobile subscription, is calculated as a total number of active prepaid and postpaid subscribers. This is indicator is divided by the estimate of population in the review period and multiplied by 100 to derive the indicator mobile cellular subscriptions per 100 (mobile penetration).

Similarly the indicator, mobile internet subscription, is calculated as a total number of active prepaid and postpaid mobile internet users. This is indicator is divided by the estimate of population in the review period and multiplied by 100 to derive the indicator mobile internet users per 100 (mobile internet penetration) METHOD OF COLLECTION


This indicator refers to mobile cellular telephone subscriptions and therefore does not include subscriptions to mobile networks based on other technologies.

4.23. Mobile - Other Value Added ServicesINDICATOR: Value Added servicesDEFINITION

Value added services (VAS) refers to non-core mobile cellular services offered by mobile cellular service providers. All services but for standard voice and fax transmission are considered as VAS41. These services are used to promote the operators’ primary business because they spur subscribers to increasingly use their mobile devices in order to allow the operator to raise their average revenue per user.CLARIFICATIONS AND SCOPE

There are various types of mobile cellular services classified as VAS. The usage of VAS is measured in different units. Therefore, the data for VAS must be provided with appropriate description and units of measure. METHOD OF COLLECTION


None.

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5. Internet Service Providers

These are telecommunication service providers offering fixed internet services to customers.

5.1. ISP - Billing and Complaints

Refer to indicator 4.1 under Mobile Cellular for definition and scope. The definition and scope of the indicator in the panel 4.1 must be interpreted in the context of Internet Service Provider (ISP).

5.2. ISP - Employment

Refer to indicator 1.1 under Data Centre for definition and scope. The definition and scope of the indicator in the panel 1.1 must be interpreted in the context of Internet Service Provider (ISP).

5.3. ISP - Investments

Refer to indicator 1.2 under Data Centre for definition and scope. The definition and scope of the indicator in the panel 1.2 must be interpreted in the context of ISP.

5.4. ISP - Revenue by Service

Refer to indicator 3.3 under Mobile Internet for definition and scope. The definition and scope of the indicator in the panel 3.3 must be interpreted in the context of Internet Service Provider (ISP).

5.5. ISP - Taxes

Refer to indicator 1.4 under Data Centre for definition and scope. The definition and scope of the indicator in the panel 1.4 must be interpreted in the context of fixed telephone (PSTN).

5.6. ISP - Backbone NetworkINDICATOR: Backbone NetworkDEFINITION

Backbone network refers to the principal data routes between strategically interconnected networks and core routers on the network. It included both owned and leased fibre and microwave links. The capacities of the backbone infrastructure must be measured in terms of E1 or Mbps for microwave hops/links and kilometre for fibre links.CLARIFICATIONS AND SCOPE

The data for this indicator must be provided for all fibre and microwave links, where applicable for the period under review. This data must be provided by individual route. If the number of routes is too large, provision is made in the databank to upload the spreadsheet through the document upload.METHOD OF COLLECTION

The data for this indicator is collected from all licenced ISPs offering fixed internet services in Zambia.METHODOLOGICAL ISSUES

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INDICATOR: Backbone Network

None.

5.7. ISP - GIS Information and Google Network Coverage MapINDICATOR: GIS Information & Google Network Coverage MapsDEFINITION

GIS information & Google network coverage maps refers to geographical information system (GIS) database for mobile cellular network sites bearing the following details:

1. X and Y coordinates – site location coordinates 2. Freq Band (GHz) - (Frequency band in Gigahertz)3. Tx Freq MHz – Signal transmitting frequency in Megahertz4. Rx level (dBm) – Signal receiving level in decibel per milliwatt hour 5. Site Status6. Site Name7. Tx Site ID – Transmitting site identity8. Province

This information must be provided in spreadsheet format as well as in google earth format with all the above information clearly marked.CLARIFICATIONS AND SCOPE

The data refers to the characteristics of the site and transmission capacity. METHOD OF COLLECTION

The data for this indicator is collected from licenced ISPs offering fixed internet services in Zambia.METHODOLOGICAL ISSUES

None.

5.8. ISP - Access NetworkINDICATOR: Access NetworkDEFINITION

Access network describes physical locations where internet users access the internet via a wireless local area network (WLAN) using a router connected to an internet service provider42. This indicator includes:

1. Number of hotspots refers to number of all physical locations where the internet service provider has set up hotspots. It includes hotspots providing free or billed access to the internet.

2. Unique hotspot logins per month refers to the number of distinct user logins used to access the internet at the hotspot in a period of one month.


The indicator refers to the hotspots provided via WLAN. Portable hotspot provided via mobile cellular phones are excluded. Access technology for hotspots must also be provided.METHOD OF COLLECTION

Data on hotspots is collected from licenced ISPs offering fixed internet services in Zambia and are providing internet access via hotspots.METHODOLOGICAL ISSUES

None

42 https://en.wikipedia.org/wiki/Hotspot_(Wi-Fi) (Accessed on 14 August 2019) | P a g e

https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=3&cad=rja&uact=8&ved=2ahUKEwiSteesu4LkAhUztHEKHbrfDGAQFjACegQIDBAG&url=https%3A%2F%2Fen.wikipedia.org%2Fwiki%2FHotspot_(Wi-Fi)&usg=AOvVaw3SMo__3FJipSPGKHMT2y2v

5.9. ISP - Network CoverageINDICATOR: Network CoverageDEFINITION

Network coverage refers to the number of districts in Zambia within range of the ISP’s access network, regardless of whether or not there are subscribers or users in the district. This parameter includes all districts with points of presence (PoP). Specifically, it defined in terms of the following low-level indicators.

1. Number of districts with fixed wireline coverage refers to number districts where the ISP has PoP. It includes subscribers accessing fixed internet services via wireline technology.

2. Number of districts with fixed wireless coverage refers to number districts where the ISP has PoP. It includes subscribers accessing fixed internet services via wireless technology.

3. Number of districts with VSAT coverage refers to number districts where the ISP has PoP. It includes subscribers accessing the fixed internet services via the satellite technology (VSAT).


This high-level indicator refers to the PoP of the ISP in the districts.METHOD OF COLLECTION

Data is collected from ISPs providing fixed internet services in the Zambia. METHODOLOGICAL ISSUES

None.

5.10. ISP - Quality of Service Parameters

The definition and scope for QoS parameters namely Billing, Connection establishment, Information Transfer, Network service or management, Repair, Service Provisioning and Service Support for ISP are provide in the 2019 QoS Guidelines.

5.11. ISP - TariffsINDICATOR: TariffsDEFINITION

Tariffs refers to a fee a subscriber pays for accessing a specified data plan offered by ISPs.CLARIFICATIONS AND SCOPE

A data plan is an agreement between an ISP and a customer that specifies how much data the user can access for a specified period and price43. It may be an unlimited-use plan or based on the actual amount of data transferred (bundle). The price of data plan referred is the retail price a user of internet pays for a data plan offered by the ISP within Zambia. Tariff plans includes prepaid and postpaid plans. The high-level indicator of tariffs (internet prices) is defined in terms of the following low-level indicators:

1. Data price refers to the price a customer pays to access internet services for a specified period.

2. Capacity (speed) refers to the maximum bandwidth speed a customer contracts for accessing the internet.

3. Customer segment refers to the type of internet connection for the customer. Connection to the internet may be either shared or dedicated.

4. Connection type refers to the technology the customer is using for internet access. Access technology may be either wired or wireless.

5. Data volume refers to the data quota the customer accesses for a specified period and

43 https://whatis.techtarget.com/definition/data-plan-mobile-data-plan (Accessed on 13 August 2019) | P a g e

https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=3&cad=rja&uact=8&ved=2ahUKEwiVkJiK-v_jAhWPKVAKHd_2DaAQFjACegQICxAI&url=https%3A%2F%2Fwhatis.techtarget.com%2Fdefinition%2Fdata-plan-mobile-data-plan&usg=AOvVaw0oOgk-3DC6yQK0Sl3u4ZqB

price.METHOD OF COLLECTION

The data is collected from licenced ISPs offering internet services in Zambia. If the licensee has been sold or merged, then the data should be collected from the successor business. Prices for data plans must be inclusive all applicable taxes.METHODOLOGICAL ISSUES

None.

5.12. ISP - Bandwidth Usage


5.13. ISP - Leased Lines Customers by BandwidthINDICATOR: Leased Lines Customers by BandwidthDEFINITION

Leased lines customers by bandwidth refers to number of customers of the ISP on leased lines contracts. A leased line is a reserved circuit between two communication points that is always active and rented for a monthly fee. The contract is usually for a specific bandwidth.CLARIFICATIONS AND SCOPE

The indicator refers to the leased lines that provide internet access at a bandwidth agreed with the customer.METHOD OF COLLECTION

Data for leased lines is collected from licenced ISPs offering fixed internet services in Zambia and are providing internet access via hotspots.METHODOLOGICAL ISSUES

None

5.14. ISP - Internet Subscribers by Headline Speed – Rv1INDICATOR: Internet Subscribers by Headline SpeedDEFINITION

Internet speed by headline speed refers to number of fixed internet subscribers by bandwidth speed. It includes subscribers with residential and business subscriptions.CLARIFICATIONS AND SCOPE

The indicator refers to the subscribers accessing the internet at a specific bandwidth speed.

The fixed internet subscription is calculated as the total number of internet subscribers by headline speed. The number does not contain duplications. The indicator is divided by the national population and multiplying by 100 to derive the fixed internet penetration per 100 inhabitants.METHOD OF COLLECTION

Data on subscribers by headline speed is collected from licenced ISPs offering fixed internet services in Zambia and are providing internet access via hotspots.METHODOLOGICAL ISSUES

None

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5.15. ISP - Hotspot


5.16. ISP - Service ProvisionINDICATOR: Service ProvisionDEFINITION

Service provision refers to the number of districts in Zambia within range of the ISP’s access network. This parameter includes all districts with points of presence (PoP). It also includes provision of internet service to vital institutions like school and hospitals in the districts. Specifically, it described in terms of the following low-level indicators.

1. Number of districts served refers to number districts where the ISP has PoP. 2. Number of schools served refers to total number of schools served in all districts where

the ISP has PoP. 3. Number of hospitals served refers to total number of hospital in all districts where the ISP

has PoP.CLARIFICATIONS AND SCOPE

This high-level indicator refers to the PoP of the ISP in the districts. The district with more than one PoP must considered once. However, total numbers of schools and hospitals served must provided. METHOD OF COLLECTION

Data is collected from licenced ISPs providing fixed internet services in the Zambia. METHODOLOGICAL ISSUES

None.

5.17. ISP - Other Value Added ServicesINDICATOR: Value Added servicesDEFINITION

Value added services (VAS) refers to non-core ISP services offered by the ISPs. All services but for internet service are considered as VAS. These services are used to promote the ISPs’ primary business because they spur customers to increasingly use their internet service in order to allow the ISPs to raise their average revenue per user.CLARIFICATIONS AND SCOPE

There are various types of ISP services classified as VAS. The usage of VAS is measured in different units. Therefore, the data for indicators of VAS must be provided with a descriptive name and units of measure.METHOD OF COLLECTION

The data for this indicator is collected from licenced ISP offering internet services in Zambia.METHODOLOGICAL ISSUES

None.

5.18. ISP - Internet Subscribers by Access TypeINDICATOR: Internet Subscribers by Access TypeDEFINITION

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Internet speed by access type refers to number of fixed internet subscribers by type of technology for accessing the internet.CLARIFICATIONS AND SCOPE

The indicator refers to the subscribers accessing the internet using different type of technologies such as 3G, 4G, fibre, DSL, ADSL, CDMA, Dial-up, WiMAX, VSAT etc.

The fixed internet subscription derived from the total number of internet subscribers by access type may contain duplications. Therefore, it is not use an appropriate measure of the fixed internet subscription and whence the fixed internet penetration per 100 inhabitants.METHOD OF COLLECTION

Data on subscribers by access type is collected from licenced ISPs offering fixed internet services in Zambia and are providing internet access via hotspots.METHODOLOGICAL ISSUES

None

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6. Public Switched Telephone Network

The public switched telephone network (PSTN) also known as fixed Telephone is the telecommunications network service which is based on fixed telephone technology. It uses wireline or wireless technologies or both for telecommunications.

6.1. Fixed - Billing and Complaints

Refer to indicator 4.1 under Mobile Cellular for definition and scope. The definition and scope of the indicator in the panel 4.1 must be interpreted in the context of PSTN.

6.2. Fixed - Employment


6.3. Fixed - Investments

Refer to indicator 1.2 under Data Centre for definition and scope. The definition and scope of the indicator in the panel 1.2 must be interpreted in the context of PSTN.

6.4. Fixed - Revenue by ServiceINDICATOR: Revenue by serviceDEFINITION

Fixed telephone revenue by service refers to retail revenue earned from provision of fixed telephone services by fixed telephone operator(s) during the period under review. This high-level indicator is broken down into the following low-level indicators:

1. Postpaid Installation fees2. Postpaid Subscription fees3. Postpaid Local Airtime4. Postpaid International Airtime5. Postpaid Dial-up6. Postpaid VAS7. Postpaid Other Revenue8. Prepaid Connection fee Revenues9. Prepaid Local Airtime10. Prepaid International Airtime11. Prepaid Dial-up12. Payphone Airtime13. Calls Termination from other local mobile operators14. Calls Termination from other local fixed operators15. Calls Termination from International16. Other Revenue from Leased Transmission17. Other Revenue from Leased Sites18. Other Revenue from CPE, accessories etc.CLARIFICATIONS AND SCOPE

Revenue by service defined above should be for all retail revenue earned from the provisioning of fixed telephone services by fixed telephone operator(s) licenced to offer fixed telephone services within Zambia during the period under review.

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INDICATOR: Revenue by serviceMETHOD OF COLLECTION

The data is collected from fixed telephone operator(s) licenced to operate in Zambia. The revenue data must disaggregated and reported by revenue earned on individual services.METHODOLOGICAL ISSUES

None.

6.5. Fixed - Taxes


6.6. Fixed - Interconnection Incoming and Outgoing

Refer to indicator 4.6 under Mobile Cellular for definition and scope. The definition and scope of the indicator in the panel 4.6 must be interpreted in the context of fixed telephone (PSTN) service.

6.7. Fixed - Network ParametersINDICATOR: Network ParametersDEFINITION

Fixed network parameter refers to measurable characteristics that define the operation of the fixed telephone network. These characteristics should be reported as numbers with units were applicable. Specifically, it is defined in terms of the following low-level indicators.

1. TCH Congestion. For definition and scope refer to 2019 Quality of Service Guideline;2. Call Drop Rate. For definition and scope refer to 2019 Quality of Service Guideline;3. Call Block Rate. For definition and scope refer to 2019 Quality of Service Guideline;4. Number of faults on the network refers to the total number of malfunctions in the

network during the period under review. All fault types, whether considered minor or major should be included;


This high-level indicator refers to selected characteristics that are numerically measurable during the operation of the fixed telephone telecommunication networks for fixed telephone service providers. METHOD OF COLLECTION

Data is collected from fixed telephone service providers providing fixed telephone service in the Zambia via PSTN technology.METHODOLOGICAL ISSUES

The 2019 QoS guidelines provide the measurement methodology for network parameters.

6.8. Fixed - Own Transmission NetworkINDICATOR: Own Transmission NetworkDEFINITION

Fixed own transmission network refers to microwave links/hops and fibre segments by routes

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with respect to capacity installed, capacity used, capacity leased and unused capacity. The capacities must be measured in terms of E1 Units. Two type of links/hops are provided for in databank namely Plesiochronous Digital hierarchy (PDH) and Synchronous Digital Hierarchy (SDH).CLARIFICATIONS AND SCOPE


Additionally, where the route of the microwave link/hop fibre segment are upgradable, this information must be indicated. However, where the route is NOT upgradable, an explanation must be provided. METHOD OF COLLECTION

The data for this indicator is collected from all licenced PSTN operators offering fixed telephone services in Zambia.METHODOLOGICAL ISSUES

None.

6.9. Fixed - Success Call Rate by Service


6.10. Fixed - Access NetworkINDICATOR: Access NetworkDEFINITION

Fixed access network refers to the series of wires, cables and equipment lying between a consumer telephone termination point (the point at which a telephone connection reaches the customer) and the local telephone exchange. The indicator is defined in terms of the following low-level indicators.

1. Percentage of area coverage refers to the fraction of the total land area covered by the fixed telephone service provider’s access network;

2. Number of districts with fixed wireless coverage refers to number districts where there is presence of the fixed telephone service provider’s access network;

3. Number of concentrators refers to;4. Number of owned sites refers to telecom sites owned by the service provider;5. Number of leased sites refers to sites the service provider is leasing from other telecom

service providers;6. Number of swapped sites refers to telecom sites the service provider has partly or

completely crossed the feeder cables resulting in swapped coverage areas of two adjacent sites44;


This high-level indicator refers to the availability of access network and related telecom infrastructure for fixed telephone service provider(s).METHOD OF COLLECTION

Data is collected from all service providers providing fixed telephone service in the Zambia. METHODOLOGICAL ISSUES

44 http://www.vritsupport.com/sector-swap-identification-guide/ | P a g e

INDICATOR: Access NetworkNone.

6.11. Fixed - Quality of Service Parameters

The definition and scope for QoS parameters namely Billing, Connection establishment, Information Transfer, Network service or management, Service Provisioning and Service Support for PSTN are provide in the 2019 QoS Guidelines.

6.12. Fixed - Tariffs


6.13. Fixed - Postpaid and Prepaid TrafficINDICATOR: Postpaid and Prepaid TrafficDEFINITION

Fixed postpaid and prepaid traffic refers to mobile cellular traffic (seconds or minutes) originating from postpaid and prepaid subscribers. It includes domestic and international traffic terminating in domestic and international mobile cellular and fixed telephone networks. This high-level indicator is broken down into the following low-level indicators:

1. Outgoing - Fixed to mobile on-net 2. Outgoing - Fixed to fixed on-net 3. Outgoing - Fixed to mobile off-net 4. Outgoing - Fixed to fixed off-net 5. Outgoing - Fixed-international6. Outgoing - Fixed to toll-free numbers7. Outgoing - Fixed to premium numbers8. Outgoing - Fixed-emergency numbers9. Outgoing - Fixed to voicemail10. Outgoing – Dial-up traffic11. Incoming - other local Fixed operators12. Incoming - other local fixed operators13. Incoming - international

The indicators 1 through 14 above are defined in 4.12, under mobile success call rate by service. These low-level indicators must be provided separately for postpaid and prepaid customers.CLARIFICATIONS AND SCOPE

The indicators refers to both postpaid and prepaid traffic. The low-level indicator are aggregated to obtain the following broader indicators of Fixed cellular traffic.

5. International incoming traffic

Refers to the total number of incoming minutes received by fixed telephone networks in Zambia originating in another country. Calls may originate from either fixed telephone or mobile cellular networks. The indicator is calculated as a total number of minutes from all low-level indicators which refer to incoming traffic with an origination abroad namely incoming - international. The data for the indicator is reported as an aggregated value of postpaid and prepaid incoming traffic.

6. International outgoing traffic

Refers to the total number of minutes originating in Fixed networks in Zambia and

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INDICATOR: Postpaid and Prepaid Trafficterminating outside Zambia. Calls must originate from the Fixed network and may terminate in fixed telephone or mobile cellular networks. The indicator is calculated as a total number of minutes from all low-level indicators which refer to outgoing traffic terminating in foreign networks namely outgoing to international. The data for the indicator is reported as an aggregate value of postpaid and prepaid outgoing traffic.

7. Domestic incoming traffic

Refers to the total number of incoming minutes received by Fixed networks within Zambia originating on networks within Zambia. Calls may originate on fixed telephone or mobile cellular networks. The indicator is calculated as a total number of minutes from all low-level indicators which refer to incoming traffic terminating in Fixed networks within Zambia with an origination within Zambian networks namely incoming – other local mobile operators and incoming – other local fixed operators. The data for the indicator is reported as an aggregated value of postpaid and prepaid incoming traffic.

8. Domestic outgoing traffic

Refers to the total number of minutes originating in fixed telephone networks within Zambia and terminating in networks within Zambia. Calls must originate on fixed networks but may terminate in mobile cellular or fixed telephone networks. The indicator is calculated as a total number of minutes from all low-level indicators which refer to outgoing traffic originating on Fixed networks within Zambia with termination within Zambian networks. The data for the indicator is reported as an aggregate value of postpaid and prepaid outgoing traffic.

The indicators above include billed and non-billed traffic.

The indicators for traffic are used to calculate the minute of use (MOU) per subscriber for voice usage over a period time such as day, week, month, quarter, year etc. For example, monthly MOU over 12 months per subscriber is calculated as the total number of minutes of all subscriber over the period divided by the number of subscriber and then divide by 12 months.METHOD OF COLLECTION

The data for this indicator is collected from all licenced Fixed network operators offering Fixed telephone services in Zambia.METHODOLOGICAL ISSUES

The indicator may not reflect all international traffic, particularly calls made using IP telephony or via SIM boxes that are rerouted to appear as local calls. This happens when the call enters the network of an internet service provider (ISP) in the country which then routes it over the local network (as a local call). Disguising international traffic as local inflates the domestic traffic.

Further, the treatment of call-back services may also affect how the call is accounted for. Call-back involves making an international call via a third country to take advantage of lower prices.

6.14. Fixed - Other Value Added ServicesINDICATOR: Value Added servicesDEFINITION

Fixed value added services (VAS) refers to non-core fixed telephone services offered by PSTN service providers. All services but for standard voice are considered as VAS. These services are used to promote the operators’ primary business because they spur subscribers to increasingly use their fixed telephone in order to allow the operator to raise their average revenue per user.CLARIFICATIONS AND SCOPE

There are various types of fixed telephone services classified as VAS. The usage of VAS is

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measured in different units. Therefore, the data for indicators VAS must be provided with a descriptive name and units of measure.METHOD OF COLLECTION

The data for this indicator is collected from licenced PSTN operators offering fixed telephone services in Zambia.METHODOLOGICAL ISSUES

None.

6.15. Fixed - Payphone Outgoing TrafficINDICATOR: Payphone Outgoing TrafficDEFINITION

Fixed payphone outgoing traffic refers to mobile cellular traffic (seconds or minutes) originating from fixed telephone payphones. It includes domestic and international traffic terminating both in mobile cellular and fixed telephone networks. This high-level indicator is broken down into the following low-level indicators:

1. Outgoing - fixed to fixed on-net 2. Outgoing - fixed to mobile off-net 3. Outgoing - fixed-international4. Outgoing - fixed to toll-free numbers5. Outgoing - fixed to premium numbers6. Outgoing - fixed-emergency numbers7. Outgoing - fixed to voicemail

The definition of the above indicators refer to panel 4.12, under mobile success call rate by service.CLARIFICATIONS AND SCOPE

The indicator refer only to outgoing traffic from the fixed telephone payphone. Therefore, incoming traffic is excluded. Fixed telephone payphone traffic must be calculated as the total duration (in minutes) of all the calls made using the fixed telephone payphone.METHOD OF COLLECTION


None.

6.16. Fixed - Subscribers and PayphonesINDICATOR: Subscribers and Payphones

DEFINITION

Fixed subscribers and payphones refers to information relating to subscriptions to mobile cellular services and the use of public payphone. It includes postpaid and prepaid active subscriptions to fixed telephone services such as voice, internet, pay-tv etc. The high-level indicator covers all PSTN subscriptions that offer voice communications. It excludes subscriptions voice over internet protocol (VOIP).

The indicator is broken down into the following low-level indicators.

1. Number of active fixed subscribers – prepaid wirelines

Refers to the total number of fixed telephone subscriptions that use prepaid refills. The subscribers purchase block of usage time instead of paying an ongoing monthly fee. It includes subscribers that are using wireline technologies such as the digital subscriber line

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INDICATOR: Subscribers and Payphones(DSL), to access telecommunication services. Only active subscriptions should be included.

2. Number of active fixed subscribers – prepaid wireless

Refers to the total number of fixed telephone subscriptions that use prepaid refills. The subscribers purchase block of usage time instead of paying an ongoing monthly fee. Included subscribers that are using wireless technologies to access telecommunication services. Only active subscriptions should be included.

3. Number of active fixed subscribers – postpaid wirelines

Refers to the total number of fixed telephone subscriptions where subscribers are billed after their use of PSTN services. Usually, the billing is monthly. The postpaid service is provided on the basis of a prior arrangement with a PSTN service provider. The subscriber’s contract may specifies a limit or allowance of minutes in which case the subscriber is billed at a flat rate for any usage equal to or less than that allowance. Any usage above the limits incurs extra charges. Therefore, postpaid subscribers have unlimited credit because there is no limit on the use of PSTN services. The indicator included subscribers using wireline technologies such as DSL to access telecommunication services. Only active subscriptions should be included.

4. Number of active fixed subscribers – postpaid wireless

Refers to the total number of fixed telephone subscriptions where subscribers are billed after their use of PSTN services. Usually, the billing is monthly. The postpaid service is provided on the basis of a prior arrangement with a PSTN service provider. The subscriber’s contract may specifies a limit or allowance of minutes in which case the subscriber is billed at a flat rate for any usage equal to or less than that allowance. Any usage above the limits incurs extra charges. Therefore, postpaid subscribers have unlimited credit because there is no limit on the use of PSTN services. The indicator included subscribers using wireless technologies to access telecommunication services. Only active subscriptions should be included.

5. Number of public payphones

Refers to the total number of public payphones in use by the PSTN service provider. Only those operational should be included.

6. Number of subscribers for fixed broadband and fixed telephone bundles

Refers to the total number of fixed telephone subscriptions with bundled subscriptions. The bundle must include the fixed broadband in addition to fixed telephone service. Only active bundled subscriptions should be included.

7. Number of subscribers for fixed broadband, fixed telephone and pay-tv bundles

Refers to the total number of fixed telephone subscriptions with bundled subscriptions. The bundle must include the fixed broadband and pay-tv in addition to fixed telephone services. Only active bundled subscriptions should be included.


The indicator refers to telephone subscriptions to networks using PSTN technology. It includes both postpaid and prepaid subscriptions. It includes fixed telephone subscriptions with access to data communications at low, medium and broadband speeds. Both residential and business subscriptions should be included.

For mobile broadband, Zambia has adopted the ITU standard on the definition of broadband. Therefore, in this context mobile broadband refers to speeds of at least 256 kbps. The indicator refers to subscriptions that actively use fixed broadband to access the internet.

The indicator, fixed telephone subscription, is calculated as a total number of active prepaid | P a g e

INDICATOR: Subscribers and Payphonesand postpaid subscribers, using wireline and wireless technologies. This indicator is divided by the national population in the review period and multiplied by 100 to derive the indicator fixed telephone penetration per 100 inhabitants.METHOD OF COLLECTION


This indicator refers to fixed telephone subscriptions and therefore does not include subscriptions to mobile networks based on other technologies.

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7. Wholesale carriers

These are entities that owns and/or operate telecommunications networks and sell network capacity to other telecommunications service providers. They build and operate transmission networks using optic fibre technology.

7.1. Wholesale Carrier - Employment

Refer to indicator 1.1 under Data Centre for definition and scope. The definition and scope of the indicator in the panel 1.1 must be interpreted in the context of Wholesale Carriers.

7.2. Wholesale Carrier - Investments

Refer to indicator 1.2 under Data Centre for definition and scope. The definition and scope of the indicator in the panel 1.2 must be interpreted in the context of Wholesale Carriers.

7.3. Wholesale Carrier - Revenue by ServiceINDICATOR: Revenue by serviceDEFINITION

Revenue by service refers to retail revenue earned from provision of transmission services by wholesale carrier (s) during the period under review. The indicator is broken down into the following low-level indicators:

1. Local leased circuit revenue, also known as Domestic leased circuit revenue, refers to the total revenue earned from provision of domestic leased circuit services.

2. International leased circuit revenue refers to the total revenue earned from providing international leased circuit services.

3. Dark fibre customers refers to the total revenue collections from dark fibre customers.4. Global IP transit revenue refers to the total revenue earned from provision of global IP

transit services.5. Local internet distribution refers to the total revenue from local internet distribution.6. International internet distribution refers to the total revenue from international internet

distribution.7. Other revenue refers to the total revenue earned from provision of transmission services

other than the above categories.CLARIFICATIONS AND SCOPE

Revenue by service defined above should be for all retail revenue earned from the provisioning of transmission services by wholesale carriers licenced to offer transmission services within Zambia during the period under review.METHOD OF COLLECTION

The data is collected from wholesale carriers licenced to operate in Zambia. The revenue data must disaggregated and reported by revenue earned from individual services.METHODOLOGICAL ISSUES

None.

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7.4. Wholesale Carrier - Taxes

Refer to indicator 1.4 under Data Centre for definition and scope. The definition and scope of the indicator in the panel 1.4 must be interpreted in the context of Wholesale Carrier.

7.5. Wholesale Carrier - Fibre Links by RouteINDICATOR: Fibre Links by RouteDEFINITION

Wholesale carrier fibre links by route refers to fibre links which are part of the optic fibre communication system which provides point-to-point (P2P) data connectivity. P2P fibre routes must be with the following parameters namely capacity installed, capacity used, capacity leased and unused capacity. Capacities must be provided in units of E1.CLARIFICATIONS AND SCOPE

The data for this indicator must be provided for all fibre links, where applicable for the period under review. This data must be provided by individual route. If the number of fibre routes is too large, provision is made in the databank to upload the spreadsheet through the document upload.

Additionally, where the route of the fibre link is upgradable, this information must be indicated. However, where the route is NOT upgradable, an explanation must be provided.METHOD OF COLLECTION

The data for this indicator is collected from licenced wholesale carriers offering data transmission services in Zambia.METHODOLOGICAL ISSUES

None.

7.6. Wholesale Carrier - Microwave Hops by RouteINDICATOR: Microwave Hops by RouteDEFINITION

Wholesale carrier microwave hops by route refers to microwave links/hops by routes with respect to capacity installed, capacity used, capacity leased and unused capacity. The capacities must be measured in terms of E1 Units. Two type of microwave links/hops are provided for in databank namely PDH and SDH.CLARIFICATIONS AND SCOPE


Additionally, where the route of the microwave link/hop is upgradable, this information must be indicated. However, where the route is NOT upgradable, an explanation must be provided. METHOD OF COLLECTION

The data for this indicator is collected from licenced wholesale carriers offering data transmission services in Zambia.METHODOLOGICAL ISSUES

None.

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7.7. Wholesale Carrier - Quality of Service Parameters

The definitions and scope for QoS parameters namely Information Transfer, Network service or management, Repair, Service Provisioning and Service Support for Wholesale carriers are provide in the 2019 QoS Guidelines.

7.8. Wholesale Carrier - Bandwidth UsageINDICATOR: Bandwidth UsageDEFINITION

Wholesale carrier bandwidth usage describes the network throughput. It is measured as the used capacity of the internet exchange offering international bandwidth. The indicator refers to the network capacity and average used capacity (utilization) of internet bandwidth measured in gigabits per second (Gbps). It include the average cost of bandwidth and total revenue earned during the period under review. CLARIFICATIONS AND SCOPE

The indicator refers to the used bandwidth of international links between connections for transmitting internet traffic. Out of the total installed capacity for the wholesale carrier there is a part corresponding to the utilized. Utilized capacity refers to bandwidth put into service but not all of which is used. Some capacity is held in reserve for redundancy/restoration. This indicator thus refers to the portion of the usable network capacity that is actually used to carry traffic.METHOD OF COLLECTION

The data for this indicator is collected from all licenced wholesale carriers offering transmission services in Zambia.METHODOLOGICAL ISSUES

None.

7.9. Wholesale Carrier - Dark Fibre CustomersINDICATOR: Dark Fibre CustomersDEFINITION

Wholesale carrier dark fibre customers refers to customers leasing dark fibre links. Dark fibre refers to unused optic fibre cable. Wholesale carriers often lay optic fibre strands than what is needed in order to manage the cost of laying fibre again and again. The dark strands can be leased to other operators who want to establish optical connections among their own clients.CLARIFICATIONS AND SCOPE

The data provided for this indicator includes distance of the optic fibre (Km), the monthly price (ZMW), name of the customer and fibre link. These data must be provided for individual optic fibre links. If the number of links is too large, provision is made in the databank to upload the spreadsheet through the document upload. METHOD OF COLLECTION


None.

7.10. Wholesale Carrier - Global IP TransitINDICATOR: Dark Fibre CustomersDEFINITION

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Wholesale carrier global IP transit refers to the service of allowing internet traffic from another network to cross or "transit" the wholesale carrier’s network, usually used to connect a smaller ISPs to the rest of the Internet (global internet)45. The IP transit traffic is billed monthly.CLARIFICATIONS AND SCOPE

The data provided for this indicator includes the monthly price (ZMW) per customer, the capacity of the IP transit link, name of the customer and type of link. These data must be provided for individual links. If the number of links is too large, provision is made in the databank to upload the spreadsheet through the document upload. METHOD OF COLLECTION


None.

7.11. Wholesale Carrier - Internet DistributionINDICATOR: Internet DistributionDEFINITION

Internet distribution refers to the service of distributing internet traffic to ISPs. The recipient ISPs can be local or overseas. This indicator has the following broader categories:

1. Internet distribution local (IDL)

Refers to the service of distributing international internet traffic to local ISPs. It includes transmission of internet traffic from international ISPs through overseas wholesale carriers to local wholesale carriers for distribution to local ISPs.

2. Internet distribution international (IDI)

Refers to the service of distributing internet traffic to overseas ISPs. It includes transmission of local internet traffic from local ISPs through local wholesale carriers to overseas wholesale carriers for distribution to overseas ISPs.


The data provided for this indicator includes the monthly price (ZMW) per customer, the capacity of the link, name of the recipient overseas carriers (customer) for IDI/handing over overseas carriers (customer) for IDL and link name. These data must be provided for individual links. If the number of links is large, provision is made in the databank to upload the spreadsheet through the document upload. METHOD OF COLLECTION


None.

7.12. Wholesale Carrier - Leased CircuitINDICATOR: Leased Circuit

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DEFINITION

Lease circuit refers to a dedicated, fixed-bandwidth, symmetric communications circuit (data connection)46. It is used to carry different types of data traffic such as internet, voice, corporate virtual private network (VPN) traffic etc. They are typically P2P connections where the first location is usually a corporate office and the second location is typically a corporate office, a data centre connected to the internet or a data centre connected to the WLAN of the company.

If the second location is within the country it is referred as leased circuit local. However, if the second location is overseas it is referred to as leased circuit international.CLARIFICATIONS AND SCOPE

The data provided for this indicator includes the monthly price (ZMW), the capacity of the circuit, name of the recipient customer and circuit (link) name showing first and second locations. These data must be provided for individual circuits. If the number of circuits is large, provision is made in the databank to upload the spreadsheet through the document upload. METHOD OF COLLECTION


None.

8. ICT VAS Providers

8.1. ICT VAS - Employment

Refer to indicator 1.1 under Data Centre for definition and scope. The definition and scope of the indicator in the panel 1.1 must be interpreted in the context of ICT VAS providers.

8.2. ICT VAS - Investments


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8.3. ICT VAS - Revenue by ServiceINDICATOR: Revenue by serviceDEFINITION

Revenue by service refers to retail revenue earned from provision of mobile cellular VAS by the ICT VAS provider(s) during the period under review. There are many value added services offered by third party providers to mobile cellular subscribers on behalf of the mobile cellular providers. The third party provider enters into an agreement with the mobile cellular service provider to offer some VAS on its behalf.CLARIFICATIONS AND SCOPE

Revenue for ICT VAS providers is defined as all retail revenue earned from the provision of ICT VAS by licensees offering ICT VAS within Zambia during the period under review. It includes all revenues from the types of services being offered. Revenues for both prepaid and postpaid users must be included. Also included are revenues for subscription fees to services. METHOD OF COLLECTION

Revenue data for ICT VAS is collected from licenced third party ICT VAS providers offering VAS related services in Zambia. The revenue data must disaggregated and reported by amount earned on individual services.METHODOLOGICAL ISSUES

None.

8.4. ICT VAS - Taxes


8.5. ICT VAS - PricesINDICATOR: PricesDEFINITION

Price also known as rates refers to a specified amount a user pay for accessing a VAS offered by ICT VAS providers.CLARIFICATIONS AND SCOPE

The price of VAS referred is the retail price a user of the VAS pays for the service offered by a licensee offering ICT VAS within Zambia. VAS are prepaid services were a user pays an enrolment/subscription fee prior to accessing the services. METHOD OF COLLECTION

The data is collected from licensees offering VAS in Zambia. If the licensee has been sold or merged, then the data should be collected from the successor business. Prices for subscriptions must inclusive all applicable taxes. Prices/rates and validity period for all priced and launched VAS must be reported. It excludes VAS which have not been launched. METHODOLOGICAL ISSUES

None.

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8.6. ICT VAS - SubscriptionINDICATOR: Subscribers and PayphonesDEFINITION

Subscriptions refers to the total number of unique enrolments/subscriptions to VAS. It refers to postpaid and prepaid active mobile cellular subscribers using VAS. CLARIFICATIONS AND SCOPE

The indicator refers to enrolments/subscriptions to VAS using mobile cellular technology. It includes unique enrolments to launched VAS only. If a VAS is not launched (not available for mobile cellular subscribers) it should be excluded from the submission. It also includes mobile internet VAS if available for subscribers. Enrolments/subscriptions to VAS not based on mobile technology must be excluded.METHOD OF COLLECTION

The data for this indicator is collected from licenced ICT VAS providers offering VAS in Zambia.METHODOLOGICAL ISSUES

This indicator refers to VAS enrolments/subscriptions on mobile technology and therefore does not include enrolments/subscriptions to VAS based on other technologies.

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9. Postal Services

9.1. Postal - Employment

Refer to indicator 1.1 under Data Centre for definition and scope. The definition and scope of the indicator in the panel 1.1 must be interpreted in the context of Postal.

9.2. Postal – Consolidate Financial InformationINDICATOR: Consolidated Financial InformationDEFINITION

Consolidated financial information refers to the financial statements of a postal operator in which the assets, liabilities, equity, income, expenses and cash flows of the operator and its subsidiaries are presented as those of a single entity in the period under review. This high-level indicator includes the following low-level indicators:

1. Operating revenue2. Operating costs3. Net result (after tax)4. Turnover5. Grants received from governmentCLARIFICATIONS AND SCOPE

The data for this indicator must be provided annually.METHOD OF COLLECTION

The data for the indicator is collected from licenced postal providers offering postal services in Zambia. The financial data must disaggregated and provided as indicated above.METHODOLOGICAL ISSUES

None.

9.3. Postal - InvestmentsINDICATOR: InvestmentDEFINITION

Investment refers to an asset or item acquired with the goal of generating income. The indicator includes the following categories:

1. Total land and postal infrastructure2. Total investment in postal operations and services 3. Other investment which refers investment not included in categories above.


Investment in postal services refers to the investment during the quarter made by licensees providing postal services (including mail, money transfers, agency service as well as infrastructure) for acquiring or upgrading fixed assets (usually referred to as CAPEX), less disinvestment owing to disposals of fixed assets. Fixed assets should include tangible assets and non-tangible assets. The indicator is a measure of investment made by entities providing postal services in the Zambia, and includes expenditure on initial installations and additions to existing installations where the usage is expected to be over an extended period of time. It excludes expenditure on fees for operating licences. METHOD OF COLLECTION

The data for investment in postal services is collected from all licensees in Zambia offering postal services.

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INDICATOR: InvestmentMETHODOLOGICAL ISSUES

None.

9.4. Postal - Revenue by ServiceINDICATOR: Revenue by serviceDEFINITION

Revenue by service refers to retail revenue earned from provision of postal service by the postal provider(s) during the period under review. The indicator includes the following low-level indicators:

1. Letter postal services refers to revenue earned from sending/delivering letters domestically and internationally.

2. Parcels, express & logistic services refers to revenue earned from sending/delivering packages domestically and internationally.

3. Passenger transport operations refers to revenue earned from provision of bus and boat transport services

4. Giro services refers to revenue earned from facilitation of payment from utility user to billing organisations

5. Post banking services 6. Money transfers7. Foreign currency services8. Western union money transfer services9. Micro finance10. Agency services e.g. DSTV, RTSA, Insurance refers to revenue earned from agency fees.11. Business centre services refers to revenue earned from the business centre.12. Philately refers to revenue earned from collection and research activities on stamps.13. Money order services14. Other revenues


Revenue for postal providers refers all retail revenue earned from the provision of postal services by licenced postal operator in Zambia during the period under review. It includes all revenues from the types of services being offered.METHOD OF COLLECTION

Revenue data for postal is collected from licenced postal providers offering postal services in Zambia. The revenue data must disaggregated and reported by amount earned on individual services.METHODOLOGICAL ISSUES

None.

9.5. Postal - TaxesINDICATOR: Taxes47

DEFINITION

Tax refers to a compulsory contribution to government revenue, levied by the government on business profits, or added to the cost of some goods, services and transactions. The indicator includes the following statutory contributions to government:

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1. Value added tax2. Excise duty3. Corporate/company tax4. Pay-as-you-earn – PAYE5. Turnover tax6. Advance tax7. Customs dutyCLARIFICATIONS AND SCOPE

Taxes from postal operators refers to taxes levied on postal services provided by licenced postal service providers offering postal services in Zambia during the period under review.METHOD OF COLLECTION

The data on taxes in postal services is collected from all licenced postal providers in Zambia offering postal services. The tax data must disaggregated and reported by amount collected from on individual tax type. Tax types include value added tax (VAT), import tax, income tax, corporate tax, advance tax and turnover tax. Other statutory obligations for postal service providers are PAYE, custom and excise duties. Only taxes and other statutory obligations paid during the period under review must be provided.METHODOLOGICAL ISSUES

None.

9.6. Postal - Quality of Service Parameters

The definitions and scope for QoS parameters namely Billing, Mail Delivery, Services, Service Provisioning and Service Support for Postal are provide in the QoS Guidelines.

9.7. Postal – Rates/TariffsINDICATOR: TariffsDEFINITION

Tariff/Rate refers to a fee a user pays for accessing a specified postal service. The service may be mail delivery or any other service offered by postal service provider. This indicator is defined in terms of the following weight categories:

1. Number of mails weighing below 1 kg2. Number of mails weighing at least 1 kg

The rates and the number mail items in category must be provided. CLARIFICATIONS AND SCOPE

The data for the indicator must be provided for the period under review.METHOD OF COLLECTION

The data is collected from licenced postal operators offering postal services in Zambia. If the licensee has been sold or merged, then the data should be collected from the successor business. Prices for delivering mail items must be inclusive all applicable taxes.METHODOLOGICAL ISSUES

None.

9.8. Postal – Infrastructure/OutletsINDICATOR: OutletsDEFINITION

Outlets refers to the designated infrastructure for providing postal retail sales and/or services to the general public. The high-level indicator includes the following low-level indicators:

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1. Number of permanent post offices2. Number of head offices refers to the total number of head offices at national and regional

levels. 3. Number of area offices refers to the total number of area offices.4. Number of branch offices refers to the total number of branch offices.5. Number of agency offices refers to the total number of agency offices.6. Number of installed letter boxes (P.O. Box) refers to the total number of mail boxes

installed.7. Number of letter box in use (occupancy) refers to the total number of mail boxes in use.8. Number of post offices with internet connectivity9. Number of sorting offices10. Number of outlets offering Electronic Mail Services (EMS) or Courier services11. Number of drop-off points refers to the total number of locations where mails delivered

for onward distribution.12. Number of post offices accepting financial transactions13. Number of fleet size refers to the total number of trucks, mail vans, motorcycles and

bicycles making up the fleet. These must be used in delivery of postal service to the general public.


The high-level indicator broadly refers to physical postal infrastructure provided by licenced postal operator within Zambia during the period under review. These infrastructure must be owned by the postal operator.METHOD OF COLLECTION

The low-level indicator data on infrastructure is collected from all licensees in Zambia offering postal services.METHODOLOGICAL ISSUES

None.

9.9. Postal – Mail DeliveriesINDICATOR: Mail DeliveriesDEFINITION

Mail delivery refers to the act of delivering mail items from the sender to the consignee (addressee) by the postal services provider. The consignee can be a location address or a letterbox at the post office. The indicator is broken down and calculated as follows:

1. Percentage of mails delivered to addressee.2. Percentage of mails delivered to letterbox (P.O. Box).3. Percentage of mails delivered over the counter.4. Percentage of mails not delivered.CLARIFICATIONS AND SCOPE

The high-level indicator broadly refers to the method of mail delivery service provided by postal licensees within Zambia during the period under review. Percentages must calculated from total of mail deliveries conducted during the review period. METHOD OF COLLECTION

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postal services.METHODOLOGICAL ISSUES

None.

9.10. Postal - TrafficINDICATOR: TrafficDEFINITION

Traffic refers to the intra-city, inter-city, and international deliveries and dispatches of mail items by the postal service provider. The mail items can be incoming or outgoing from a reference city for domestic mail items or country for international mail items. This high-level indicator is broken down into the following low-level indicators:

1. Intra-city deliveries (incoming) refers to mail items receipts consigned to addressees within the geographical boundaries of the city.

2. Inter-city deliveries (incoming) refers to mail items receipts consigned to addressees outside the geographical boundaries of the city.

3. International deliveries (incoming) refers to mail items receipts from overseas consigned to addressees within the Zambia.

4. Intra-city dispatches (outgoing) refers to mail item dispatches consigned to addressees within the geographical boundaries of the city.

5. Inter-city dispatches (outgoing) refers to mail items dispatches consigned to addressees outside the geographical boundaries of the city.

6. International dispatches (outgoing) refers to mail item dispatches to overseas consigned to addressees outside Zambia.

Total number of mail items must be provided with the following breakdown:

1. Number of ordinary letter below 1 Kg.2. Number of registered letters3. Number of parcels.4. Number of EMS/couriers CLARIFICATIONS AND SCOPE

The high-level indicator broadly refers to the mail traffic provided by licensees within Zambia during the period under review.METHOD OF COLLECTION

The low-level indicator data on mail deliveries is collected from licenced postal operators in Zambia offering postal services.METHODOLOGICAL ISSUES

None.

9.11. Postal – Transaction TrafficINDICATOR: Transaction TrafficDEFINITION

Transaction traffic refers to the information recorded from various transactions of services offered by the postal service provider. It includes transactions for money transfers, bill payments and agency services. Specifically, the indicator includes the following low-level indicators:

1. Total domestic money transfer transactions (incoming/outgoing) refers to the total number of money transfer transactions that are initiated and terminated within Zambia.

2. Total international money transfer transactions – (incoming/outgoing) refers to the total number of money transfer transactions that are initiated in Zambia and terminated overseas and vice versa.

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total number of other financial transactions that are initiated and terminated at the postal service provider.

4. Total 3rd party bill payment transactions (incoming) refers to the total number of 3rd party bill payment transactions that terminated at postal service provider.

5. Total number of transactions of other agency services (incoming) refers to the total number of transactions attributed to provisioning of agency services that terminated at postal service provider.


The high-level indicator broadly refers to the number of transactions attributed to various services provided by postal licensees within Zambia during the period under review. METHOD OF COLLECTION

The low-level indicator data on transaction traffic is collected from licensees in Zambia offering postal services. METHODOLOGICAL ISSUES

None.

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10. Courier Services

10.1. Courier - Employment

Refer to indicator 1.1 under Data Centre for definition and scope. The definition and scope of the indicator in the panel 1.1 must be interpreted in the context of Courier.

10.2. Courier – Consolidate Financial Information

Refer to indicator 9.2 under Postal for definition and scope. The definition and scope of the indicator in the panel 9.2 must be interpreted in the context of Courier.

10.3. Courier - Investments


10.4. Courier - Revenue by Service

INDICATOR: Revenue by serviceDEFINITION

Revenue by service refers to retail revenue earned from provision of courier service by the courier provider(s) during the period under review. The indicator includes the following low-level indicators:

1. Domestic documents revenues2. International documents revenues3. Domestic parcels and packets revenues4. International parcels and packets revenues5. Other revenuesCLARIFICATIONS AND SCOPE

Revenue for courier providers refers all retail revenue earned from the provision of courier services by licenced postal operator in Zambia during the period under review. It includes all revenues from the types of services being offered.METHOD OF COLLECTION

Revenue data for postal is collected from licenced postal providers offering postal services in Zambia. The revenue data must disaggregated and reported by amount earned on individual services.METHODOLOGICAL ISSUES

None.

10.5. Courier - Taxes


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10.6. Courier - Quality of Service Parameters

The definitions and scope for QoS parameters namely Billing, Mail Delivery, Services, Service Provisioning and Service Support for Courier are provide in the QoS Guidelines.

10.7. Courier – Inward and Outward TrafficINDICATOR: TrafficDEFINITION

Inward and outward traffic refers to the traffic for mail items originating and destined for both domestic and international consignees. The mail items can be incoming or outgoing from a reference city for domestic mail items or country for international mail items. The indicators refers top 5 international origination and destination countries mail items and top 5 local origination and destination province for mail items. This high-level indicator is broken down into the following low-level indicators:

1. Top 5 international destination countries by volume 2. Top 5 international originating countries by volume3. Top 5 local destination provinces by volume4. Top 5 local originating provinces by volume

For each low-level indicator, the originating and destination province or country with highest percentage of mail volume must reported as number 1, followed by the second highest, followed by the third, followed by the fourth and lastly the fifth.

For example, if South Africa tops the destination countries with 80 percent of mail items by volume, it must be reported as South Africa (80%). Similarly, if Muchinga province tops the destination province with 50 percent mail items by volume, it must be reported as Muchinga (50%). CLARIFICATIONS AND SCOPE

The high-level indicator broadly refers to the mail traffic provided by licensees within Zambia during the period under review.METHOD OF COLLECTION

The low-level indicator data on mail traffic is collected from licenced courier operators in Zambia offering postal services.METHODOLOGICAL ISSUES

None.

10.8. Courier – Traffic


10.9. Courier – Other Value Added ServicesINDICATOR: Value Added servicesDEFINITION

Fixed value added services (VAS) refers to non-core courier services offered by courier service providers. All services but for packets and parcels deliveries are considered as VAS. These services are used to promote the operators’ primary business because they spur customers to increasingly use their courier services in order to allow the operator to raise their average revenue per user. VAS for courier operators includes:

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2. Customs clearing services3. Return services4. Money-back guarantee5. Cash discounts6. Pro-active delivery notice via email, SMS, fax, telephone etc.7. Online tracking and reporting tools8. Compensation for loss or non-traceable items9. Special packaging solution for customers10. Remote/rural deliveries

The courier must indicate which VAS they offer to customers.CLARIFICATIONS AND SCOPE

There are various types of courier services classified as VAS. Therefore, the data for indicators VAS must be provided merely indicating if the courier provide the VAS or not.METHOD OF COLLECTION

The data for this indicator is collected from licenced courier operators offering courier services in Zambia.METHODOLOGICAL ISSUES

None.

10.10. Courier – Infrastructure/Outlets


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Appendices Using the ICT Data Bank Accessing the Data BankTo access the login page follow procedure under login to the Databank Section 11. The data bank is accessible to ALL licensees. You should see the login page in Figure 1.

Figure 1: Portal page

Data Bank HomepageEnter your credentials in the username and password fields and Click login (or press the ENTER button on the Keyboard). The homepage in Figure 2 displays!

Figure 2: Homepage interface

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Table 2 shows the list of ICT service sectors covered in the databank. All the service sectors in the blue area on the Homepage are visible to the Administrator. However, for licensees only service sector(s) that are applicable shall be visible.

Table 2: Service sectors in the databankSERVICE SECTORS

1. Data Centre2. Infrastructure3. Mobile Internet4. SADC Roaming5. Mobile Cellular6. ISP (Internet Service Providers )7. Wholesale Carriers (Carrier of Carriers)8. PSTN (Fixed Telephone)9. Courier10.Couriers11.ICT-VAS (ICT Value Added Service Providers)

For example, internet service providers shall see ISP only, mobile cellular network operators shall see mobile cellular, Carrier of Carriers shall see wholesale carrier, etc. However, licensees providing services to more than

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one service sector(s), like Zamtel, Airtel and MTN, shall see all the applicable service sectors listed in the blue area on the homepage.

Five icons at the bottom of the homepage will visible to licensees namely: VARIABLES, DOCUMENTS, PASSWORD, ABOUT and LOGOUT. SETUP, AUDIT and TRASH icons shall be invisible to all licensees.Whenever the user is in any part of the databank, clicking this icon in the blue area takes you back to the homepage in Figure 2.

BEWARE!!! Change your PASSWORD at first LOGIN.

Setting Session VariablesClicking on the VARIABLES icon on the homepage allows you to set SESSION VARIABLES using the interface in Figure 3 i.e. a user can set the necessary values for YEAR and QUARTER only. A click on the SET VARIABLES button completes the task and takes the user back to the Homepage.

Figure 3: Session variables interface

NOTE: When a user logs in with credentials for a specific licensee (e.g. first-name.epochal) they will see the interface in Figure 3 and on clicking the VARIABLE icon at the homepage (Figure 2). That is 2019, Quarter 2 and Epochal will be default settings for YEAR, QUARTER and TELECOM PROVIDER respectively. Therefore, the user sets ONLY the QUARTER to

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the current one. If the licensee is submitting information for Quarter 4 the default YEAR is the New Year and Quarter 1, in this case the licensee MUST change YEAR to previous year and QUARTER to Quarter 4 and click the SET VARIABLES button to proceed to the homepage.

Homepage after Setting Session VariablesThe interface in Figure 4 appears with applicable licensee service sectors in the blue area of the homepage on clicking the SET VARIABLE button. The blue area shows that Epochal is a service provider in Data centre and Infrastructure (Tower) service sectors. The implication of setting the SESSION VARIABLES in Figure 3 is that the YEAR and QUARTER for all input data fields are set to the desired parameter values.

Figure 4: Homepage with session variables set

NOTE: When a user logs in as licensee Figure 4 and the homepage (Figure 2) are identical in every respect!

Accessing IndicatorsService sectors in the blue area are hyperlinked to indicators, data entry forms and historical records (under view records) for the licensee. A user accesses additional databank functionality including the data entry forms of all indicators under the service sector.

Figure 5: Interface for Data Centre service sector

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In order for a licensee to enter data into the databank for Epochal under Data Centre service sector, click on Data Centre hyperlink in blue area and Figure 5 appears. It also appears if you select the indicator “Employment – Data Centre Employment [0]” from the dropdown menu when in other interfaces under Data Centre service sector. Figure 5 shows additional information compared to homepages (Figure 2 and Figure 4). The list of indicators in the dropdown menu are high-level and each consist of a list of low-level indicators in the data entry interface for which information is required.

A. Interpretation of information in the grey area, below the blue area, is as follows:

i. DATA CETNRE[8] indicates that there are 8 high-level indicators in the adjacent dropdown menu for DATA CENTRE service sector;

ii. In Figure 5, the item “Employment – Data Centre Employment [0]” in the dropdown list indicates that the indicator has no [0] historical data for low-level indicators. When data for the low-level indicators is provided, the record counter for high-level indicator in square brackets is non-zero;

iii. VARIABLES indicate the parameter values set in the SESSION VARIABLE window shown in Figure 3 above.

B. Additional icons shown Figure 5 i.e. NEW, SECTOR DATA(html), SECTOR DATA(csv) and DATA CENTRE REPORTS are for the following purposes:

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i. NEW icon is the hyperlink to the data entry fields for low-level indicators for a selected high-level indicator e.g. “Employment – Data Centre Employment [0]”;

ii. SECTOR DATA (html) icon is the hyperlink for exporting all the records in the databank under the high-level indicators “Employment – Data Centre Employment” to Hypertext Markup Language (.html) format suitable for displaying on the world wide webpages;

iii. SECTOR DATA (csv) icon is a hyperlink for exports all the records in the databank under the high-level indicator “Employment – Data Centre Employment” to Comma-separated Values Excel files (.csv) format suitable for further manipulation;

iv. When the value of the record counter for the high-level indicator is non-zero, an additional hyperlinked icon labelled VIEW RECORDS appears next to the NEW icon in Figure 5. The link is used for view all the historical records under the selected high-level indicator e.g. “Employment – Data Centre Employment”.

NOTE: The icons for SETUP, AUDIT and TRASH are always invisible to all users who do not have Administrator Rights.

Submitting DataA click on the word “NEW” or a spreadsheet-like icon, takes the user to the data entry interface/form for the high-level indicator “Employment – Data Centre Employment”. There are several low-level indicators associated with the high—level indicator “Employment – Data Centre Employment” contained in the dropdown menu labelled CODE TYPE Figure6.

Figure 6: Data entry interface

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VIEW RECORD [0], blue text, in Figure 6 indicates that there are no records of low-level indicators saved under the high-level indicator “Employment – Data Centre Employment”.

NOTE: The user can view saved records by clicking VIEW RECORD, if the number in square brackets [ ] in nonzero.

Selecting Low-level IndicatorsIn the databank the low-level of indicators are referred to as CODE TYPES and are placed in the dropdown menu labelled as such. Figure 7 shows the dropdown list of low-level indicators for the high-level indicator “Employment – Data Centre Employment”.

Figure 7: Low-level indicators

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The data entry field labels in Figure 6 shows that the required measurement of the low-level indicators in Figure 7 is the counts and reported as the total NUMBER staff per type of employment (TYPE).

Low-level indicators in the dropdown menu are selected sequentially, data entered in the open field and SAVED by clicking the SAVE RECORD button below the data entry fields. Data reported QUARTERLY shall be recorded in the fields of the LAST MONTH of the QUARTER. For example DATA for 2019 quarter 1 (Q1) should be RECORDED in the Q1 March 2019 fields as an representative or aggregated FIGURE representing the 3 months period. Alternatively, data may be disaggregated by month and submitted by monthly breakdown as provided for in the databank.

Selecting IndicatorsFigure 8 shows a list of high-level indicators under the MOBILE CELLULAR services tab. There are 32 indicators, denoted by Mobile Cellular [32]. Indicators are revealed on clicking the downward arrow on left side of the SELECT button in Figure 8. Note that the number between square brackets [ ], against the name of the indicator, represent the number of RECORDS

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in the databank under the indicator. For example, indicator “Billing – Mobile Billing and Complaints [1117]” has 1,117 records shared across all the operators in the databank. The indicator is selected by clicking once on the name.

Figure 8: Selecting indicators

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Displaying Records

To display the records in the databank under the indicator, select by clicking on the indicator such as “Billing – Mobile Billing and Complaints [1117]”, from the dropdown list in Figure 8. Figure 9 is displayed. There are several icons under the name of the indicator. Of interest is the icon labelled “View Records [1117]”. Clicking on the icon displays all the 1,117 records by operator.

Figure 9: Selection for the billing and complaints indicator

Figure 10 shows part of the contents under view records [1117].

Figure 10: Records for the billing and complaints indicator

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In Figure 10 additional features of the databank for filtering, editing and exporting records are displayed. According to Figure 10 the following databank operations can be performed:

A. Users can filter records by indicator code, year, quarter and month using the dropdown lists;

B. Users can export records from the databank in two common file

formats namely; Excel (.csv) and html .

Editing and Deleting Records

Users can edit erroneously entered records by clicking on ANY part of the content. The action brings on the input screen where the error can be corrected. In the event that there are many erroneous records editing becomes a tedious task. Therefore, users can MARK records for deletion by checking the check boxes to the left of unwanted records and then clicking the button labelled GO above the records. The action marks the area around the check box RED. Records so marked can ONLY be trashed (removed from the view) by the databank ADMIN. See Figure 11 for illustration.

Figure 11: Record marked for deletion

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Warning for Duplicates

When data is entered and saved using the SAVE RECORD(S) button, sometimes the users may receive warning message “POSSIBLE DUPLICATE(S)” as shown in Figure 12. The message does not interfere in any way with the data saving function of the databank. The user can verify that the data has been saved correctly by checking the records through the view record button.

Figure 12: Warning messages on data entry screen

However, if the record count in the view record button does not increment, the user must check that the format of the data entered in the fields is correct.

Note:All databank field that take figures have numeric format thus alpha numeric/text formats content are not read. The leading and lagging spaces affect the saving function of the databank because content is read as text. In other word, space in front of the figure or after a figure will cause it not to be saved by the databank. This situation usually arise

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when a figure is CUT/COPIED from the spreadsheet and PASTED in a databank field. For this reason, cutting/copying and pasting of numbers is strongly discouraged. Figures must be typed-in.

Units for Indicators

ALL indicators in the Databank have UNITS of measure. UNITS are displayed differently. For example, some UNITS are indicated above the input field (see Figure 12 and Figure 13) while others are provided in dropdown menus adjacent to the input fields (see Figure 13). Operators are expected to pay attention to the units of measure in the databank when making a submission.

Figure 13: Warning messages on data entry screen

Uploading Documents

The databank has provision for submitting other type of information for which the submission format is not prescribed. Such information may

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include; Geographic Information System (GIS) for telecom infrastructure, network parameter information, tariffs etc. The document upload function of the databank feature three document formats namely: portable document format (.pdf), Excel (.csv) and Microsoft Word (.doc). Therefore, to submit information which is not formatted according to the databank format, operators need to prepare the data in one of the three formats accepted by the databank. However, for statistical data the Excel format is preferred to other formats for subsequent data management tasks.

The document upload function of the databank is accessed through icon labelled “Documents” on the home screen (Figure 2). A click on the icon displays Figure 14.

Figure 14: Document upload screen

Data Bank Navigation Summary Steps

a. Login as a user from an operator with username e.g. milisi.zmobile and password e.g. welcome123. If you are using a default password, change it

by clicking the icon and following the procedure and click the icon to go back to Home screen (Figure 2).

b. Click the icon to set the session variables and click the set variable button to proceed to Home screen. By default if you Login as an operator, the session variable are set as follows:

i. Year = Current year (2019).

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ii. Quarter = Current Quarter (Quarter 3).iii. Telecom Provider = “Operator’s Name” (Zambia Mobile). iv. Post/Courier Operator Provider = All Providers and v. Geographical Region remains blank.

c. Click set variable button to go back to Home screen.d. Click Provider Category shown in the blue area in Figure 2 to commence

the submission.e. Choose the appropriate indicator from the dropdown menu in Figure 5 and

click Select button.

f. Then click the icon to go to the data input screen.g. Some indicators have Sub-Indicators in the dropdown menu labelled “Code

Type” on the data input screen. Select the code type from the dropdown menu if there is any and ensure that the data of ALL applicable Sub-Indicators is captured.

h. Type-in the data in the relevant fields e.g. last month of the quarter, if you are submitting quarterly data or month fields if you are submitting monthly data;

i. When done inputting data for a selected indicator and code type click the save record(s) button below the last month of the quarter.

j. Then choose another indicator from the dropdown menu in Figure 5 and repeat e, f and g above.

k. When data for ALL relevant indicators and sub-indicators has been captured, click the icon to go to the Homepage and then Logout by clicking the

icon or the USER can the Logout from the databank directly from the input screen by clicking the icon in blue area.

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