Qos Benchmark
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NIGERIAN COMMUNICATIONS COMMISSION DIRECTORATE OF TECHNICAL RESEARCH & STANDARDS Quality of Service (QoS) Indicators for Mobile Services The Quality of Service (QoS) indicators for Mobile Services given below are the minimum QoS indicators, which every GSM mobile operator must report to the Nigerian Communications Commission (NCC) at the specified frequency. Each operator must note the following: -
The reporting frequency shall be Quarterly. The report for the preceding quarter must arrive at the NCC (Abuja Office) at most by 15th of the first month of each quarter.
-
The report shall be in the format provided (see below) by the NCC.
-
Using the format provided, each operator must provide the reports on the following basis: i. A National Report (covering the nation-wide network services). ii. Regional Reports (preferably using the six geo-political zones). iii. Urban Area Reports for Lagos, Aba, Abuja, Kano, Benin City, Maiduguri, and Port-Harcourt cities only.
-
Each operator must provide both hard copy and editable electronic (MS Word / Excel) versions of the reports.
Note that failure to adhere to the above shall mean non-compliance and NCC shall take appropriate measures accordingly. QoS Indicators for Mobile Services TECHNICAL PARAMETERS Parameter
Call Setup Success Rate (%) Handover Success Rate (%) Call Drop Rate (%) Post Dialing Delay (s)
IntraNetwor k =90%
Value Inter- Network PLMN PTO PSTN
Remark s Internatio nal Agreed
=90%
Agreed
=2%
Agreed
<5sec
<10s ec
<10s ec
<10sec
<13sec
Agreed
1
Transmission Impairment Bit Error Rate (BER) per link
Value =1 x 10-9
End-to-End Error Rate
=1 x 10-6
Remarks Agreed (reading to be taken once at commissioning) Agreed
Value <2% = 50% = 45% = 90% =10%
Remarks Agreed Agreed Agreed Agreed Agreed
Half-Rate Half-Rate
Agreed Agreed
Other Network Measures Voice Quality Impairment Answer Seizure Intra-network Ratio (ASR) Inter-network Call Completion Rate (CCR) % Busy Hour BSC Traffic Channel (TCH) Congestion (%) Minimum Data Encoding Rate Minimum Speech Encoding Rate
Value-Added Services KPIs (SMS & MMS) Value SMS / MMS % of SMS / MMS delivery failures <0.2% % of SMS / MMS incorrect feedback % of SMS / MMS multiple billing COMMERCIAL INDICATORS Customer Service KPIs Complaints Customer complaints per 100 customers Number of customers satisfaction index Speed of Problem Resolution (a) % cleared same day (b) % cleared in 2 days (c) % cleared in 3 days and above Billing Integrity (a) % of total bills overcharged (b) % of incorrect credit balance (c) % of Failures for Credit
Remarks
<0.2%
Agreed (if not delivered after storage time of ten days) Agreed
<0.01%
Agreed
Value
Remarks
=5
Agreed
=98%
Agreed
>90% >95% 100%
Agreed Agreed Agreed
<0.5% <0.5%
Agreed Agreed
<1%
Agreed
2
Balance
Inquiry
Customer Care Accessibility A: Customer Care Centers Call Completion Rate Minutes a customer spends on the queue
B: Customer Interface Points Number of Interface Points Minutes a customer spends on the queue Recharge Cards % of Recharge cards loading errors % of Recharge cards loading incorrect feedback
100% -
-
Agreed Agreed (There must be a repeated announcement to the customer on hold at every two minutes interval)
= 10
Agreed (Should be tied to subscriber base) Agreed
<0.02% <0.02%
Agreed Agreed
The above benchmarks are valid until reviewed from time to time as appropriate.
3
DEFINITION OF TERMS Call Completion Rate: The ratio of successfully completed calls to the total number of attempted calls (ITU-T E600/2.13). That is, the ratio of the number of completed call attempts to the total number of call attempts, at a given point of a network. Note: This ratio is typically expressed as either a percentage or a decimal fraction. It is the number of calls of specific duration successfully completed; measured per 100 calls. Note: A complete call is a call that is released by normal call clearing (i.e., Released Message “RL_M” and Released Complete Message “RLC_M” has been successfully exchanged in the signaling flow), be it during a ringing phase or conversation phase by either the caller or called party. ASR (Answer Seizure Ratio): The ratio of the number of successful calls over the total number of outgoing calls from a carrier’s network (i.e. On a route or a Destination Point Code (DPC) basis, and during a specified time interval, the ratio of the number of seizures that result in an answer signal to the total number of seizures: ITU-T E600/2.14). Note: ASR is line seizures that are answered by person or device divided by total number of seizures. Note: Seizure is achieved after a successful “Call setup”. It means seizing a trunk circuit for conversation or other network services. In GSM network, it refers to seizing a Traffic Channel (TCH) after a successful “Call setup”. Note: A successful call is a call that is answered by a called party or machine (e.g., fax machine, answering machine, e.t.c.). Call Setup Success Rate: Number of the unblocked call attempts divided by the total number of call attempts. Or (1 - Blocking Probability) x 100% Note: A call setup is an exchange of signaling information in the call process that leads to Traffic Channel (TCH) seizure. Call Drop Rate: The Call Drop Rate is the number of dropped calls divided by the total number of call attempts. Or (1 - Call Completion Ratio) x 100% Note: A dropped call is a call that is prematurely terminated before being released normally by either the caller or called party (i.e., the call is dropped before the exchange of Released Message “RL_M” and Released Complete Message “RLC_M” in the signaling flow).
4
Post Dialing Delay: In GSM network, is the average time between pressing send button (after pressing correct digits) and getting a ring back tone. This is also called “Call Setup Time” or time to connect a call. Handover Success Rate: This is the ratio of the number of successfully completed handovers to the total number of initiated handovers. This ratio can be expresses as a percentage. Bit Error Rate (BER) per link: The link Bit Error Rate (BER) refers to the average bit error rate on the MSC -PSTN link, Inter MSC link, A-Interface and Abis-Inteface. This parameter should not deteriorate above 10-9 . The End-to-End Bit Error Rate: This refers to the average end-to-end bit error rate. This parameter should not deteriorate above 10 -6 . Voice Quality Impairment: Speech Quality Speech quality is a complex psycho -acoustic phenomenon within the process of perception. As such, it is necessarily subjective (i.e., Every person interprets speech quality in a different way). Nevertheless, if speech quality is to be quantified and measured automatically, the dependence on individual opinion must be eliminated. Therefore speech quality is generally expressed as a Mean Opinion Score (MOS). Speech quality measurements provide a measurement basis in order to specify the requirements that network operators have to fulfill. Methods for evaluating speech quality are two: Subjective method and Objective. The “Subjective method” makes use of a listener panel to assess speech quality. Speech quality is expressed as MOS, which is average speech quality perceived by the members of the panel. The “Objective method” however replaced the listener panel by an algorithm to compute MOS value from a speech samples. The Commission expect all Operators to use the “Objective method” (where equipment available) of measurement because it is in good agreement with “exact” speech quality, it is automatic and has easily reproducible result . The speech quality can be transformed by appropriate statistical methods to a scale in Table 1 below.
5
Table 1: ITU-T Scale of absolute category rating Quality of Score Remarks Speech (Samples) Excellent 5 These Samples results to excellent speech quality Good 4 Fair 3 Poor 2 These Samples results to poor speech quality Bad 1 These Samples results to noise only (no speech is heard at the receiver) The table below gives the benchmarking for the speech quality adopted by the Commission using the scale in Table 1. The Voice Quality Impairment of less than 2%, means that the total number of “Bad Speech” Samples (resulting in only noise) throughout entire conversation must not be up to 2%. This means that the entire conversation must result to predominantly “Excellent and Good” speech Samples. Table 2: Benchmarks for the Voice Quality Quality of Score Benchmarks Remarks Speech (% of Received (Samples) Samples) Excellent 5 > 80% Good 4 < 20% Fair 3 < 5% Poor 2 < 3% Bad 1 < 2% The % of samples that result in totally impaired voice message (unrecognized) should be < 2 Busy Hour Traffic Channel Congestion (%): This is the percentage congestion of the TCH measured at the busy hour and is given by: Busy Hour TCH Traffic (Erlang) – Average TCH Traffic (Erlang) x 100 Busy Hour TCH Traffic (Erlang) % of Failures for Credit Balance Inquiry: This is the ratio of the number of failures of credit balance inquiry to the total number of credit balance inquiry expressed as a percentage at some instant on the network. This parameter is for a prepaid subscriber. Number of failures for credit balance inquiry x 100 Total number of credit balance enquiry
6
Minimum Data Rate: This is the minimum TCH encoding rate for data (Half-Rate channel, 4.8kbps: GSM Specification 06.20). Minimum Speech Rate: This is the minimum TCH encoding rate for speech (Half-Rate channel, 6.5kbps: GSM Specification 06.20). % of SMS-MMS Delivery Failures: This is the ratio of SMS/MMS to the recipients undelivered to the total number of SMS/MMS received at the Service Center within specified period of 10 days. Number of SMS/MMS to recipients undelivered Total Number of SMS/MMS received at Service Center
x 100
% of SMS/MMS Incorrect Feedback: This is the ratio of the number of SMS/MMS transmitted in which the sender received wrong feedback to the total number of SMS/MMS received at the Service Center at some instant on the network. Number of SMS/MMS in which the senders received wrong feedback x 100 Total Number of SMS/MMS received at Service Center % of SMS/MMS Multiple Billing: This is the ratio of the number of SMS/MMS messages in which more than one charges are applied per message to the total number of SMS/MMS received at the Service Center at some instant on the network. Number of SMS/MMS in which more than one charges are applied Total Number of SMS/MMS received at Service Center
x 100
Customer Complaints Per 100 Customers: This parameter is the average number of service complaints received from randomly distributed samples of 100 customers. Number of Customers Satisfaction Index: This is the percentage of the number of customers satisfied with the services of an operator in randomly distributed samples of customers. Speed of Problem Resolution: a) % cleared same day: This is the percentage of the number of problems resolved on the day they were received. Number resolved problems in day one x 100 Total number of problems received on that day b) % cleared in two days: This is the percentage of the number problems resolved within the second day they were received. Number of resolved problems in day one and two x 100 Total number of problems received in day one
7
c) % cleared in 3 days and above: This is the percentage of the number of problems resolved within three days and above to the day they were received. Number of resolved problems in day 1, 2 and 3 and above x 100 Total number of problems received in day one Billing Integrity: a) % of total bills overcharged: This parameter is the percentage of the number of Post-Paid accounts that are overcharged within a particular month. b) % of incorrect credit balance: This parameter is the percentage of number of Pre-Paid accounts that suffer incorrect credit balance within a particular month. c)
% of Failures for Credit Balance Inquiry: This is the ratio of the number of failures of credit balance inquiry to the total number of credit balance inquiry expressed as a percentage at some instant on the network. This parameter is for a prepaid subscriber.
Customer Care Accessibility: a) 100% Call Completion Rate: This means that all calls to the center must be answered by a customer care personnel or a machine to put a customer on hold for sometime (the line must never be busy at any time). Alternatively, all calls to the center must go through. b) Minutes a customer spends on the queue: This is the average time in minutes a customer is expected to spend on customer care center queue. Customer Interface Points: a) Number of Interface points: This is an office where a customer can go to lodge complaints. This is in addition to customer care centers. b) Minutes a customer spends on the queue: This is the average time in minutes a customer is expected to spend on customer interface point queue before being attended to by a staff. Recharge Cards: a) % of Recharge Cards Loading Errors: This is the ratio of the number of times Recharge Card loading failed to the total number of loading attempts at some instant on the network expressed as a percentage. Number of unsuccessful Recharge Card loading attempts x 100 Total Number of loading attempts b) % of Recharge Cards loading incorrect feedback:
8
This is the ratio of the number of times an incorrect feedback is received during Calling Card / vo ucher loading to the total number of loading attempts expressed as a percentage. Number of incorrect feedback received during voucher loading x 100 Total Number of loading attempts When to take measurement: The measurement of network KPIs is expected to be taken during your network busy hour. You may choose any hour within the peak periods of the day, provided such chosen busy hour is reported to the Commission. Method of Measurement: The network parameters are expected to be generated from the OMC report. Where such counters are not available you may use any available means provided the method is reported to the Commission. Most of the parameters including Voice Quality Impairment and Post Dialing Delay could easily be measured using Drive Test Equipment (if such equipment is available). The link BER could be measured using BERT Tester or any other available means. For the credit balance and recharge errors you may use your Prepaid System Administration (PPAS) where possible or any other available method. For the commercial indicators you can use subjective method to compute the Mean Opinion Score (MOS). Submission of the Report: The report is to be submitted to the Commission in hard and editable soft copy (Word/Excel) format every quarter. The report should reach the Commission by 15 th of the first month of each quarter.
9
The reporting frequency shall be Quarterly. The report for the preceding quarter must arrive at the NCC (Abuja Office) at most by 15th of the first month of each quarter.
-
The report shall be in the format provided (see below) by the NCC.
-
Using the format provided, each operator must provide the reports on the following basis: i. A National Report (covering the nation-wide network services). ii. Regional Reports (preferably using the six geo-political zones). iii. Urban Area Reports for Lagos, Aba, Abuja, Kano, Benin City, Maiduguri, and Port-Harcourt cities only.
-
Each operator must provide both hard copy and editable electronic (MS Word / Excel) versions of the reports.
Note that failure to adhere to the above shall mean non-compliance and NCC shall take appropriate measures accordingly. QoS Indicators for Mobile Services TECHNICAL PARAMETERS Parameter
Call Setup Success Rate (%) Handover Success Rate (%) Call Drop Rate (%) Post Dialing Delay (s)
IntraNetwor k =90%
Value Inter- Network PLMN PTO PSTN
Remark s Internatio nal Agreed
=90%
Agreed
=2%
Agreed
<5sec
<10s ec
<10s ec
<10sec
<13sec
Agreed
1
Transmission Impairment Bit Error Rate (BER) per link
Value =1 x 10-9
End-to-End Error Rate
=1 x 10-6
Remarks Agreed (reading to be taken once at commissioning) Agreed
Value <2% = 50% = 45% = 90% =10%
Remarks Agreed Agreed Agreed Agreed Agreed
Half-Rate Half-Rate
Agreed Agreed
Other Network Measures Voice Quality Impairment Answer Seizure Intra-network Ratio (ASR) Inter-network Call Completion Rate (CCR) % Busy Hour BSC Traffic Channel (TCH) Congestion (%) Minimum Data Encoding Rate Minimum Speech Encoding Rate
Value-Added Services KPIs (SMS & MMS) Value SMS / MMS % of SMS / MMS delivery failures <0.2% % of SMS / MMS incorrect feedback % of SMS / MMS multiple billing COMMERCIAL INDICATORS Customer Service KPIs Complaints Customer complaints per 100 customers Number of customers satisfaction index Speed of Problem Resolution (a) % cleared same day (b) % cleared in 2 days (c) % cleared in 3 days and above Billing Integrity (a) % of total bills overcharged (b) % of incorrect credit balance (c) % of Failures for Credit
Remarks
<0.2%
Agreed (if not delivered after storage time of ten days) Agreed
<0.01%
Agreed
Value
Remarks
=5
Agreed
=98%
Agreed
>90% >95% 100%
Agreed Agreed Agreed
<0.5% <0.5%
Agreed Agreed
<1%
Agreed
2
Balance
Inquiry
Customer Care Accessibility A: Customer Care Centers Call Completion Rate Minutes a customer spends on the queue
B: Customer Interface Points Number of Interface Points Minutes a customer spends on the queue Recharge Cards % of Recharge cards loading errors % of Recharge cards loading incorrect feedback
100% -
-
Agreed Agreed (There must be a repeated announcement to the customer on hold at every two minutes interval)
= 10
Agreed (Should be tied to subscriber base) Agreed
<0.02% <0.02%
Agreed Agreed
The above benchmarks are valid until reviewed from time to time as appropriate.
3
DEFINITION OF TERMS Call Completion Rate: The ratio of successfully completed calls to the total number of attempted calls (ITU-T E600/2.13). That is, the ratio of the number of completed call attempts to the total number of call attempts, at a given point of a network. Note: This ratio is typically expressed as either a percentage or a decimal fraction. It is the number of calls of specific duration successfully completed; measured per 100 calls. Note: A complete call is a call that is released by normal call clearing (i.e., Released Message “RL_M” and Released Complete Message “RLC_M” has been successfully exchanged in the signaling flow), be it during a ringing phase or conversation phase by either the caller or called party. ASR (Answer Seizure Ratio): The ratio of the number of successful calls over the total number of outgoing calls from a carrier’s network (i.e. On a route or a Destination Point Code (DPC) basis, and during a specified time interval, the ratio of the number of seizures that result in an answer signal to the total number of seizures: ITU-T E600/2.14). Note: ASR is line seizures that are answered by person or device divided by total number of seizures. Note: Seizure is achieved after a successful “Call setup”. It means seizing a trunk circuit for conversation or other network services. In GSM network, it refers to seizing a Traffic Channel (TCH) after a successful “Call setup”. Note: A successful call is a call that is answered by a called party or machine (e.g., fax machine, answering machine, e.t.c.). Call Setup Success Rate: Number of the unblocked call attempts divided by the total number of call attempts. Or (1 - Blocking Probability) x 100% Note: A call setup is an exchange of signaling information in the call process that leads to Traffic Channel (TCH) seizure. Call Drop Rate: The Call Drop Rate is the number of dropped calls divided by the total number of call attempts. Or (1 - Call Completion Ratio) x 100% Note: A dropped call is a call that is prematurely terminated before being released normally by either the caller or called party (i.e., the call is dropped before the exchange of Released Message “RL_M” and Released Complete Message “RLC_M” in the signaling flow).
4
Post Dialing Delay: In GSM network, is the average time between pressing send button (after pressing correct digits) and getting a ring back tone. This is also called “Call Setup Time” or time to connect a call. Handover Success Rate: This is the ratio of the number of successfully completed handovers to the total number of initiated handovers. This ratio can be expresses as a percentage. Bit Error Rate (BER) per link: The link Bit Error Rate (BER) refers to the average bit error rate on the MSC -PSTN link, Inter MSC link, A-Interface and Abis-Inteface. This parameter should not deteriorate above 10-9 . The End-to-End Bit Error Rate: This refers to the average end-to-end bit error rate. This parameter should not deteriorate above 10 -6 . Voice Quality Impairment: Speech Quality Speech quality is a complex psycho -acoustic phenomenon within the process of perception. As such, it is necessarily subjective (i.e., Every person interprets speech quality in a different way). Nevertheless, if speech quality is to be quantified and measured automatically, the dependence on individual opinion must be eliminated. Therefore speech quality is generally expressed as a Mean Opinion Score (MOS). Speech quality measurements provide a measurement basis in order to specify the requirements that network operators have to fulfill. Methods for evaluating speech quality are two: Subjective method and Objective. The “Subjective method” makes use of a listener panel to assess speech quality. Speech quality is expressed as MOS, which is average speech quality perceived by the members of the panel. The “Objective method” however replaced the listener panel by an algorithm to compute MOS value from a speech samples. The Commission expect all Operators to use the “Objective method” (where equipment available) of measurement because it is in good agreement with “exact” speech quality, it is automatic and has easily reproducible result . The speech quality can be transformed by appropriate statistical methods to a scale in Table 1 below.
5
Table 1: ITU-T Scale of absolute category rating Quality of Score Remarks Speech (Samples) Excellent 5 These Samples results to excellent speech quality Good 4 Fair 3 Poor 2 These Samples results to poor speech quality Bad 1 These Samples results to noise only (no speech is heard at the receiver) The table below gives the benchmarking for the speech quality adopted by the Commission using the scale in Table 1. The Voice Quality Impairment of less than 2%, means that the total number of “Bad Speech” Samples (resulting in only noise) throughout entire conversation must not be up to 2%. This means that the entire conversation must result to predominantly “Excellent and Good” speech Samples. Table 2: Benchmarks for the Voice Quality Quality of Score Benchmarks Remarks Speech (% of Received (Samples) Samples) Excellent 5 > 80% Good 4 < 20% Fair 3 < 5% Poor 2 < 3% Bad 1 < 2% The % of samples that result in totally impaired voice message (unrecognized) should be < 2 Busy Hour Traffic Channel Congestion (%): This is the percentage congestion of the TCH measured at the busy hour and is given by: Busy Hour TCH Traffic (Erlang) – Average TCH Traffic (Erlang) x 100 Busy Hour TCH Traffic (Erlang) % of Failures for Credit Balance Inquiry: This is the ratio of the number of failures of credit balance inquiry to the total number of credit balance inquiry expressed as a percentage at some instant on the network. This parameter is for a prepaid subscriber. Number of failures for credit balance inquiry x 100 Total number of credit balance enquiry
6
Minimum Data Rate: This is the minimum TCH encoding rate for data (Half-Rate channel, 4.8kbps: GSM Specification 06.20). Minimum Speech Rate: This is the minimum TCH encoding rate for speech (Half-Rate channel, 6.5kbps: GSM Specification 06.20). % of SMS-MMS Delivery Failures: This is the ratio of SMS/MMS to the recipients undelivered to the total number of SMS/MMS received at the Service Center within specified period of 10 days. Number of SMS/MMS to recipients undelivered Total Number of SMS/MMS received at Service Center
x 100
% of SMS/MMS Incorrect Feedback: This is the ratio of the number of SMS/MMS transmitted in which the sender received wrong feedback to the total number of SMS/MMS received at the Service Center at some instant on the network. Number of SMS/MMS in which the senders received wrong feedback x 100 Total Number of SMS/MMS received at Service Center % of SMS/MMS Multiple Billing: This is the ratio of the number of SMS/MMS messages in which more than one charges are applied per message to the total number of SMS/MMS received at the Service Center at some instant on the network. Number of SMS/MMS in which more than one charges are applied Total Number of SMS/MMS received at Service Center
x 100
Customer Complaints Per 100 Customers: This parameter is the average number of service complaints received from randomly distributed samples of 100 customers. Number of Customers Satisfaction Index: This is the percentage of the number of customers satisfied with the services of an operator in randomly distributed samples of customers. Speed of Problem Resolution: a) % cleared same day: This is the percentage of the number of problems resolved on the day they were received. Number resolved problems in day one x 100 Total number of problems received on that day b) % cleared in two days: This is the percentage of the number problems resolved within the second day they were received. Number of resolved problems in day one and two x 100 Total number of problems received in day one
7
c) % cleared in 3 days and above: This is the percentage of the number of problems resolved within three days and above to the day they were received. Number of resolved problems in day 1, 2 and 3 and above x 100 Total number of problems received in day one Billing Integrity: a) % of total bills overcharged: This parameter is the percentage of the number of Post-Paid accounts that are overcharged within a particular month. b) % of incorrect credit balance: This parameter is the percentage of number of Pre-Paid accounts that suffer incorrect credit balance within a particular month. c)
% of Failures for Credit Balance Inquiry: This is the ratio of the number of failures of credit balance inquiry to the total number of credit balance inquiry expressed as a percentage at some instant on the network. This parameter is for a prepaid subscriber.
Customer Care Accessibility: a) 100% Call Completion Rate: This means that all calls to the center must be answered by a customer care personnel or a machine to put a customer on hold for sometime (the line must never be busy at any time). Alternatively, all calls to the center must go through. b) Minutes a customer spends on the queue: This is the average time in minutes a customer is expected to spend on customer care center queue. Customer Interface Points: a) Number of Interface points: This is an office where a customer can go to lodge complaints. This is in addition to customer care centers. b) Minutes a customer spends on the queue: This is the average time in minutes a customer is expected to spend on customer interface point queue before being attended to by a staff. Recharge Cards: a) % of Recharge Cards Loading Errors: This is the ratio of the number of times Recharge Card loading failed to the total number of loading attempts at some instant on the network expressed as a percentage. Number of unsuccessful Recharge Card loading attempts x 100 Total Number of loading attempts b) % of Recharge Cards loading incorrect feedback:
8
This is the ratio of the number of times an incorrect feedback is received during Calling Card / vo ucher loading to the total number of loading attempts expressed as a percentage. Number of incorrect feedback received during voucher loading x 100 Total Number of loading attempts When to take measurement: The measurement of network KPIs is expected to be taken during your network busy hour. You may choose any hour within the peak periods of the day, provided such chosen busy hour is reported to the Commission. Method of Measurement: The network parameters are expected to be generated from the OMC report. Where such counters are not available you may use any available means provided the method is reported to the Commission. Most of the parameters including Voice Quality Impairment and Post Dialing Delay could easily be measured using Drive Test Equipment (if such equipment is available). The link BER could be measured using BERT Tester or any other available means. For the credit balance and recharge errors you may use your Prepaid System Administration (PPAS) where possible or any other available method. For the commercial indicators you can use subjective method to compute the Mean Opinion Score (MOS). Submission of the Report: The report is to be submitted to the Commission in hard and editable soft copy (Word/Excel) format every quarter. The report should reach the Commission by 15 th of the first month of each quarter.
9
