Incidents and Impacts on Operator Revenue in the Telecommunications Sector A Multiple Case-Study Approach
Main Article Content
Keywords
Incidents, Telecommunications, Impacts, Revenue, Case Study
Abstract
This study adopted a multiple case-study approach to investigate incidents, their impacts on performance, and revenues in the telecommunications sector using data from Ghana. The study used open-ended qualitative interviews and document review methods. The study performed a thematic analysis with the Atlas TI software program to analyse the qualitative dataset. The findings resulted in a model dubbed the “Telecommunications Sector Incidents Framework”, which reveals that faulty hardware, end-of-system life, cell site congestion, power failure, microwave link failure, fibre failure, and Wi-Fi disconnection are among the incidents prevalent in the telecommunications sector. The framework also reveals that the incidents occur frequently, resulting in an average revenue loss of GH₵2 to 3 million ($182K to $273K) per month. Again, it reveals that employees become demoralized due to a lack of work-life balance, sleepless nights, frustrations, and undue pressure, which affects their productivity levels. With this framework, mobile network operators (MNOs) could get a better understanding of the incidents to keep their occurrences to a manageable level, create an exceptional customer experience by reducing churn, and increase revenues.
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References
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Puangnak, K., & Chivapreecha, S. (2019). Comparative Study of Threshold Selection for Incident Detection based on California Algorithm. 2019 16th International Conference on Electrical Engineering/Electronics, Computer, Telecommunications and Information Technology (ECTI-CON), Pattaya, Thailand, pp. 911–914. https://doi.org/10.1109/ECTI-CON47248.2019.8955226
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Tham, K. T., Ng, K. W., & Haw, S. C. (2023). Phishing Message Detection Based on Keyword Matching. Journal of Telecommunications and the Digital Economy, 11(3), 105–119. https://doi.org/10.18080/jtde.v11n3.776
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Baxter, P., & Jack, S. (2008). Qualitative Case Study Methodology: Study Design and Implementation for Novice Researchers. The Qualitative Report, 13(4), 544–556. https://doi.org/10.46743/2160-3715/2008.1573
Bloomfield, R. E., Popov, P., Salako, K., Stankovic, V., & Wright, D. (2017). Preliminary interdependency analysis: An approach to support critical-infrastructure risk-assessment. Reliability Engineering & System Safety, 167, 198–217. https://doi.org/10.1016/j.ress.2017.05.030
Bukhsh, F. A., Vriezekolk, E., Wienen, H., & Wieringa, R. (2020). Availability Incidents in the Telecommunication Domain: A Literature Review. DSI technical report series. Retrieved October 4, 2023 from https://research.utwente.nl/files/190061121/Availability_Incidents_in_the_Telecom_Domain_A_Literature_Review.pdf
Carrillo, B. & Chamorro, S. (2014). Mobile system of recording incidents in telecommunications services: esupertel. In eDemocracy & eGovernment (ICEDEG), 2014 First International Conference on, pp. 113–118. IEEE.
Chen, S. T., & Chou, Y. H. (2012). Examining human factors for marine casualties using hfacs-maritime accidents (hfacs-ma). In ITS Telecommunications (ITST), 2012 12th International Conference on, pp. 391–396. IEEE.
Chenail, R. (2012). Conducting Qualitative Data Analysis: Qualitative Data Analysis as a Metaphoric Process. Qualitative Report, 17(1), 248–253. https://doi.org/10.46743/2160-3715/2012.1818
Choi, Y., Lee, J. Y., Choi, S., Kim, J. H. & Kim, I. (2016). Introduction to a network forensics system for cyber incidents analysis. In Advanced Communication Technology (ICACT), 2016 18th International Conference on, pp. 50–55. IEEE. https://doi.org/10.1109/ICACT.2016.7423270
Creswell, J. W., & Poth, C. N. (2018). Qualitative inquiry and research design: Choosing among five approaches. SAGE.
Creswell, J. W. (2014). Research Design: Qualitative, Quantitative and Mixed Methods Approaches. 4th ed. London: Sage Publications Ltd.
Diop, A., Ngom, I., & Diop, I. (2023). Fiber Optic Incidents Detection and Classification with Yolo Method. 2023 IEEE International Conference on Advanced Systems and Emergent Technologies (IC_ASET), Hammamet, Tunisia, pp. 1-6. https://doi.org/10.1109/IC_ASET58101.2023.10151155
Ducca, S. V., & Margi, C. B. (2022). Performance trade offs in IoT-based traffic monitoring and incident detection systems. 2022 Symposium on Internet of Things (SIoT), São Paulo, Brazil, 2022, pp. 1-4. https://doi.org/10.1109/SIoT56383.2022.10070171
European Union Agency For Network And Information Security (2017). Annual incident reports 2016. Annual report. ISBN 978-92-9204-222-6. https://doi.org/10.1109/10.2824/21700
EY. (2023). Top ten risks for telecommunications in 2023. EY-Global. Retrieved on October 10, 2023 from https://www.ey.com/en_gl/telecommunications/top-ten-risks-for-telecommunications-in-2023
Fabian, B., Baumann, A., & Lackner, J. (2015). Topological analysis of cloud service connectivity. Computers & Industrial Engineering, 88, 151–165. https://doi.org/10.1016/j.cie.2015.06.009
Fagade, T., Spyridopoulos, T., Albishry, N., & Tryfonas, T. (2017). System dynamics approach to malicious insider cyber-threat modelling and analysis. International Conference on Human Aspects of Information Security, Privacy, and Trust, pp. 309–321. Springer.
Gai, K., Qiu, M., & Elnagdy, S. A. (2016). A novel secure big data cyber incident analytics framework for cloud-based cybersecurity insurance. Big Data Security on Cloud (BigDataSecurity), IEEE International Conference on High Performance and Smart Computing (HPSC), and IEEE International Conference on Intelligent Data and Security (IDS), 2016 IEEE 2nd International Conference on, pp. 171–176. IEEE.
GCB Strategy and Research Dept. (2023). Sector Industry Study-Telecommunication Sector. Retrieved October 1, 2023 from https://www.gcbbank.com.gh/research-reports/sector-industry-reports/270-telecom-sector-report-revised-2023-f/file
GCT [Ghana Chamber of Telecommunications]. (2023, December 13). Industry Stats GSM as @ Jan 2023. Retrieved October 15, 2023 from https://www.telecomschamber.com/home
GCT [Ghana Chamber of Telecommunications]. (2019, December 13). Focus on Output Tax Instead of Industry Specific Taxes-Chamber of Telecommunication Tells Government. Retrieved from October 9, 2023 from https://telecomschamber.com/news-media/industry-news/focus-on-output-tax-instead-of-industry-specific-taxes-chamber-of-telecommunications-tells-government
Gibilinda, R., Kollerov, A., & Fartushnyi, A. (2022). Instant Messaging Services Network Traffic Packets Selection Method in the Information Security Incidents Investigation. 2022 Ural-Siberian Conference on Biomedical Engineering, Radio electronics and Information Technology (USBEREIT), Yekaterinburg, Russian Federation, 2022, pp. 275–278. https://doi.org/10.1109/USBEREIT56278.2022.9923327
Gibson, C. B., & Cohen, S. G. (2003). Virtual teams that work. Thousand Oaks, CA: Sage.
Hiran, R., Carlsson, N., & Gill, P. (2013). Characterizing large-scale routing anomalies: a case study of the China telecom incident. PAM'13: Proceedings of the 14th international conference on Passive and Active Measurement March 2013; Pages 229–238. https://doi.org/10.1007/978-3-642-36516-4_23
Hu, Z., Gizun, A., Gnatyuk, V., Kotelianets, V., & Zhyrova, T. (2017). Method for rules set forming of cyber incidents extrapolation in network-centric monitoring. Scientific-Practical Conference Problems of Infocommunications. Science and Technology (PIC S&T), 2017 4th International, pp. 444–448. IEEE.
ISO [International Organization for Standardization]. (2005). Information technology — service management — part 1: Service management system requirements (ISO Standard No. 20000-1:2011). https://www.iso.org/standard/63787.html
Jacobs, D. (2022). 9 most common network issues and how to solve them. Retrieved September 20, 2023 from https://www.techtarget.com/searchnetworking/answer/What-are-the-3-most-common-network-issues-to-troubleshoot
Kelly, S. (2010). Qualitative interviewing techniques and styles. In Bourgeault, I., Dingwall, R., & de Vries, R. (eds), The Sage Handbook of Qualitative Methods in Health Research. Thousand Oaks: Sage Publications.
Koutras, D., Dimitrellos, P., Kotzanikolaou, P., & Douligeris, C. (2023). Automated WiFi Incident Detection Attack Tool on 802.11 Networks. 2023 IEEE Symposium on Computers and Communications (ISCC), Gammarth, Tunisia, 2023, pp. 464–469. https://doi.org/10.1109/ISCC58397.2023.10218077
Kuchar, K., Fujdiak, R., Blazek, P., Martinasek, Z., & Holasova, E. (2020). Simplified Method for Fast and Efficient Incident Detection in Industrial Networks. 2020 4th Cyber Security in Networking Conference (CSNet), Lausanne, Switzerland, pp. 1–3. https://doi.org/10.1109/CSNet50428.2020.9265536
Luo, Z., Li, K., Ma, X., & Zhou, J. (2013). A new accident analysis method based on complex network and cascading failure. Discrete Dynamics in Nature and Society, 2013(20):1-9. https://doi.org/10.1155/2013/437428
Maseko, F. (January 22, 2019). Mobile network operators in Ghana challenge $6.9 million NCA fine. Retrieved October 2, 2023 from https://www.itnewsafrica.com/2019/01/mobile-network-operators-in-ghana-challenge-6-9-million-nca-fine/
Maya, D. (2023, August 02). Top 10 risks for telecoms in 2023. Retrieved from October 10, 2023 from https://mobile-magazine.com/top10/top-10-risks-facing-telcos
Miles, M. B., Huberman, A. M., & Saldana, J. (2014). Qualitative data analysis: A sourcebook of new methods, 3rd ed. Thousand Oaks, CA: Sage Publications.
Modernghana.com (2011). The Chamber of Telecommunications reacts to NCA penalties. Retrieved October 2, 2023 from https://www.modernghana.com/news/360038/chamber-of-telecommunications-reacts-to-nca-penalties.html
Nawawi, A. & Salin, A. S. A. P. (2018). Employee fraud and misconduct: empirical evidence from a telecommunication company. Information & Computer Security, 26(1), 129–144. https://doi.org/10.1108/ICS-07-2017-0046
NCA [National Communications Authority]. (2018). Telcos sanctioned GHC34M for failing quality of service tests. Retrieved October 2, 2023 from https://nca.org.gh/2018/08/21/telcos-sanctioned-ghc34m-for-failing-quality-of-service-tests/
NCA [National Communications Authority]. (2019). NCA sanctions MTN for failing to comply with directives on the network Challenges. Retrieved October 2, 2023 from https://nca.org.gh/wp-content/uploads/2021/11/NCA-Sanctions-MTN-for-Failing-to-Comply-with-Directives.pdf
NCA [National Communications Authority]. (2023). Licenses and Authorisations. Retrieved October 10, 2023 from https://nca.org.gh/cmc/
Nguyen, H. T. H., & Tran, T. T. D. (2023). The SOE’s Duopoly of Vietnam’s Telecommunications Industry: Ally of the Country’s Development But Enemy to International Competition Law? In European Yearbook of International Economic Law. Springer, Berlin, Heidelberg. https://doi.org/10.1007/8165_2023_108
Novak, J., & Cañas, A. (2006). The theory underlying concept maps and how to construct them. Technical Report IHMC CmapTools. Florida Institute for Human and Machine Cognition. Retrieved April 11, 2020 from http://cmap.ihmc.us/Publications/ResearchPapers/TheoryUnderlying ConceptMaps.pdf
Nugraha, D., & Legowo, N. (2017). Implementation of incident management for data services using ITIL V3 in telecommunication operator company. 2017 International Conference on Applied Computer and Communication Technologies (ComCom), Jakarta, Indonesia, pp. 1–6. https://doi.org/10.1109/COMCOM.2017.8167093
Ordóñez, A., Eraso, L., Ordóñez, H., & Merchan, L. (2016). Comparing drools and ontology reasoning approaches for automated monitoring in telecommunication processes. Procedia Computer Science, 95, 353–360. https://doi.org/10.1016/j.procs.2016.09.345
Paolino, L., Paggi, H., Alonso, F., & López, G. (2011). Solving incidents in telecommunications using a multi-agent system. Intelligence and Security Informatics (ISI), 2011 IEEE International Conference on, pp. 303–308. IEEE.
Puangnak, K., & Chivapreecha, S. (2019). Comparative Study of Threshold Selection for Incident Detection based on California Algorithm. 2019 16th International Conference on Electrical Engineering/Electronics, Computer, Telecommunications and Information Technology (ECTI-CON), Pattaya, Thailand, pp. 911–914. https://doi.org/10.1109/ECTI-CON47248.2019.8955226
Quek, J. Y. V., Pang, Y. H., Lim, Z. Y., Ooi, S. Y., & Khoh, W. H. (2023). Customer Churn Prediction through Attribute Selection Analysis and Support Vector Machine. Journal of Telecommunications and the Digital Economy, 11(3), 180–194. https://doi.org/10.18080/jtde.v11n3.777
Robinson, O. C. (2014). Sampling in interview-based qualitative research: A theoretical and practical guide. Qualitative Research in Psychology, 11(1), 25–41. https://doi.org/10.1080/14780887.2013.801543
Salah, S., Maciá-Fernández, G., & Díaz-Verdejo, J. E. (2018). Fusing information from tickets and alerts to improve the incident resolution process. Information Fusion, 45 (2019), 38-52. https://doi.org/10.1016/j.inffus.2018.01.011
Saunders, M., Lewis, P., & Thornhill, A. (2012). Research methods for business students, 6th ed. England: Pearson Education Limited.
Tams, S., Grover, V., Thatcher, J. (2022). Grappling with modern technology: interruptions mediated by mobile devices impact older workers disproportionately. Information Systems and e-Business Management, 20, 635–655. https://doi.org/10.1007/s10257-021-00526-3
Taylor A. (2002). I’ll call you back on my mobile: A critique of the telephone interview with adolescent boys. Westminster Studies in Education, 25(1), 19–34. https://doi.org/10.1080/0140672020250103
Tham, K. T., Ng, K. W., & Haw, S. C. (2023). Phishing Message Detection Based on Keyword Matching. Journal of Telecommunications and the Digital Economy, 11(3), 105–119. https://doi.org/10.18080/jtde.v11n3.776
Venturesafrica.com. (2013). Ghana regulator fines mobile operators $461,000. Retrieved October 2, 2023 from https://venturesafrica.com/ghana-regulator-fines-mobile-operators-461000/
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Published
Mar 27, 2024
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How to Cite
Asiedu, E. M. (2024). Incidents and Impacts on Operator Revenue in the Telecommunications Sector: A Multiple Case-Study Approach. Journal of Telecommunications and the Digital Economy, 12(1), 65–93. https://doi.org/10.18080/jtde.v12n1.852
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Telecommunications
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
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Author Biography
Ernest Marfo Asiedu, University of South Africa
Dr. Ernest Marfo Asiedu
Department of Operations Management
University of South Africa, Pretoria.
Ernest Marfo Asiedu is a certified project management professional with over 10 years of industrial experience in the telecom industry in Africa. He holds a Ph.D. in Management Studies from the University of South Africa, Pretoria. He is a mixed-methods research specialist and an independent contractor at the University of South Africa. He is actively involved in data analysis training activities and consistently delivers qualitative and quantitative data analysis workshops with SPSS, PROCESS Macro, ATLAS Ti, AMOS, etc. His research interest is focused on gaining insights into the absurdities entrenched within management practices and developing new frameworks and models for managing them. His work has appeared in scholarly journals such as Cogent Engineering, the Journal of Construction in Developing Countries, etc.
