The Network Challenge: A Matter of Quality and Reliability - Best Practice Directions and Framework for Telecom Companies

Let me tell you a story. In a village not too far from here, the king noticed something curious. His farmers would harvest plenty during the rainy season, but when the sun was harsh, the crops would wither, and they would cry out for help. One day, the king summoned his advisers. “Why are we suffering in the dry season?” The answer was simple but often overlooked. “O king, we have not invested in the right tools and technology to store water from the rains. So, when the sun comes, we are left scrambling,” the adviser said.

Now, this little tale applies to our telecom sector in Africa. You see, in today’s world, communication is as vital as water. Without it, economies falter, businesses crumble, and communities remain disconnected. The gaps in our telecom networks—be it poor infrastructure, unreliable service, or the digital divide—are like the farmer’s lost harvest in the dry season.

In the recent ~(preceding) article, "The Network Challenge: A Matter of Quality and Reliability," we are reminded of the urgent steps our telecom operators must take to stop playing catch-up. Like the wise king who prepares for all seasons, telecom companies must invest in their future today, lest they find themselves withering under the pressures of tomorrow.

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1. Network Infrastructure Upgrades & Expansion: Building for Tomorrow

There’s a Yoruba proverb that says, “Eru ohun gbogbo ni oruko otun, iyebiye ni to n se loore.” (Everything valuable requires effort, but the results are precious.) When it comes to telecoms, network upgrades are that essential labor. We all know that many African cities like Lagos, Nairobi, and Johannesburg are growing faster than ever. But as the population grows, so does the demand for better, faster, and more reliable network services. Our networks, unfortunately, are like worn-out shoes. We can’t keep walking in them for long before they give way.

Telecom operators need to move beyond the talk and start upgrading old 2G and 3G networks to 4G and even 5G where possible. And they shouldn’t just focus on cities. The rural areas, from Zamfara to Kitui in Kenya, need attention too. These upgrades should include laying fiber-optic cables, which, like solid roots, strengthen the entire system.

But here’s where it gets tricky. Many telecom companies in Africa still hold onto their profits like a miser clutches his gold, failing to reinvest in their networks. This is short-sighted. A wise trader knows that to make more money, you have to spend it first. If we want to see our telecom sector thrive, operators need to take this leap of faith and invest in their future.

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2. Infrastructure Sharing and Collaboration: Strength in Unity

An Igbo saying comes to mind: “Aka nri kwoo aka ekpe, aka ekpe akwoo aka nri” (When the right hand washes the left, both become clean). This wisdom is what telecom companies must embrace in terms of infrastructure sharing. Why build a new tower in the same location your competitor has one, when you can share and reduce costs?

In countries like Nigeria, Kenya, and Ghana, we’ve seen some tower-sharing agreements. But these efforts are still limited, especially in rural regions where expansion is most needed. Ethiopia, for instance, is still lagging behind in this regard. Some operators see their infrastructure as a badge of honor, unwilling to share. But what good is a badge if the entire sector suffers from underdevelopment?

To move forward, our regulators need to step in, not with a heavy hand, but with incentives. Infrastructure sharing will benefit everyone, from the operators who will see reduced costs to the customers who will get faster service in regions long ignored.

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3. Improving Network Quality through Proactive Maintenance: The Early Bird Catches the Worm

There is no Nigerian who doesn’t know the frustration of dropped calls or slow internet during an important task. And while telecom operators often blame it on external factors, the real issue is that many are playing defense instead of offense. There’s a Hausa proverb that says, “Kafin ruwa ya yi karfi, kowa na jin shi” (Before the flood comes, everyone hears its warning). In the same way, telecom operators should heed the warnings from their networks.

The solution lies in proactive maintenance. With advances in AI and machine learning, telecom companies now have the tools to monitor their networks in real-time. Imagine predicting network failures before they happen! Some operators in South Africa and Nigeria have dipped their toes into this, but it’s far from widespread.

Our operators must start investing in these predictive tools. Not only will this reduce downtimes and outages, but it will also save them from expensive repairs. And as we all know, a stitch in time saves nine.

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4. Customer-Centric Service Approach: Put the People First

“Igi kan kii da igbo se,” as the Yoruba say, meaning “One tree does not make a forest.” Telecom operators need to remember that without customers, they are nothing. Yet, across Africa, customer complaints about poor service, lack of transparency, and confusing data plans abound.

Here, telecom operators should be taking notes from the best in the business. They need to provide clear service level agreements (SLAs) that guarantee certain levels of performance. And when things go wrong—as they sometimes do—there should be compensation. It’s simple. Treat your customers with respect, and they will reward you with loyalty. But ignore them, and they will leave faster than a Harmattan wind.

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5. Regulatory Collaboration and Spectrum Management: A Call for Balance

Our final challenge is regulatory. Many telecom operators complain that they don’t have enough spectrum to meet rising demand. Spectrum is the lifeblood of the industry, yet in countries across Africa, the allocation of this precious resource is often fraught with issues.

Operators must work with regulators, not against them. Fair and transparent spectrum auctions, especially for the highly anticipated 5G networks, are critical. But let’s not forget rural areas. Governments have universal service funds (USFs) that are meant to help extend coverage to these regions. Sadly, these funds are often mismanaged or underutilized.

If governments and operators can sit down, review how these funds are used, and reallocate spectrum where needed, we will be much closer to closing the digital divide.

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Key Takeaways: A New Dawn for African Telecoms

The road ahead is long, but the journey is necessary. African telecom operators can no longer afford to be reactive. The wise farmer plants his seeds before the rains. If our operators follow the roadmap of investment, collaboration, and a customer-first approach, the African telecom industry will not only meet today’s demands but will also be ready for the future.

In the words of an African proverb: “If you want to go fast, go alone. If you want to go far, go together.” The time to move together, as operators, regulators, and stakeholders, is now.