| Sports |
by Frank Senge Kolma
A mobile service that is not mobile
“The number you are calling is either
switched off or outside the network coverage area.”
The poor lady whose voice was used in the recording would never
know the amount of curses her statement invites.
Neither would she know the amount of frustration or loss of
business nor other inconveniences the “network busy” message on
the mobile display panel costs customers.
For that message could only be triggered when all available space
on the mobile bandwidth is used.
So the question is – how wide is the bandwidth or the space
available for the existing customer base?
And what is Telikom’s plan to reduce the congestion or to increase
the space available to allow for new customers to enter the
market?
While PNG’s only mobile phone service is expanding its network
into provinces at a steady pace, the quality of service is
regressing in the other direction at a faster pace, it would seem.
The service must be near its upper limits of congestion. It is
virtually impossible to operate a mobile phone on peak hours these
days and even over the weekend, the “network busy” signal is being
displayed more often.
A connection being terminated in mid call is an increasing problem
although I tend to think in the earlier days, this did not occur
as often.
While the quality of service has retarded, the cost shows no sign
of going down. A K20 phone credit is exhausted after a mere five
calls or fewer depending on the length of time on the phone. There
seems to be no alternative to the pre-paid card system but there
must be.
Pacific Mobile, the wholly owned subsidiary of Telikom PNG which
used to provide the mobile service, has been subsumed back into
the fold and today forms the Emerging Technologies Department of
Telikom.
Complaints about poor service and high cost continue throughout
the entire Telikom network and not just the mobile network.
Many people complain in Letters to the Editor and on talk back
radio about waiting weeks and months for their telephone to be
reconnected but the computer system automatically cuts off a
connection at the end of each month if there are outstanding
bills, no matter how small the amount.
Lines are no longer secure. Cross lines are frequent. Text
messaging and e-mails that are supposed to be instantaneous are
taking forever to get to the destination.
Yet there was a time in recent memory, 1984 to be precise, when
the former Post and Telecommunication system in PNG was hailed as
among the best in the world. This was the era when PTC was
lobbying actively to launch its own communications satellite,
taking advantage of the country’s unique positioning rather than
hire transponders on Australian or Indonesian satellites.
Of course, it was then the age of the Seacom Cable and other
technology now considered obsolete. PTC or Telikom has moved on.
Yet improved and cutting edge technology has not translated to
improved, reliable and quality service. While the service remains
stagnant, the cost has been keeping up with the times.
Why have we arrived at this stage?
There may be many reasons, but one of them has to be the monopoly
enjoyed by Telikom. It is enjoying the best that any ideal
monopoly can present: A gullible customer, however frustrated, and
a Government that protects it.
There has never been any incentive to do better. The money is
there and guaranteed so long as there is a need for communication.
Year in and year out, unlike any other statutory organisations,
Telikom is plagued by industrial unrest. Work stoppages have
occurred on many an occasion. Managements have changed often.
You would think that such state of affairs would affect operations
and profitability. The quality of service offered indicates
operations might be affected but profitability is hardly touched.
Telikom profits and dividends to Government have been very
healthy. In any other place, such performance would be
extraordinary. In PNG, it appears normal.
Why? It is because the people have no choice. It is because the
Government is preventing its people from having a choice and
subjecting them to a hugely expensive telecommunications provider
whose services are often found wanting.
This is the system that Information and Public Enterprises
Minister Arthur Somare is protecting when he steps in to stop the
introduction of services by two new mobile service providers.
Whatever his reasons are to delay the introduction of the
competing services, it certainly is not in the interest of the
long suffering telecommunications customers in PNG.
To conclude this comments on a matter that affects us all, all
telephone systems operators, from receptionists to recorded
messaging systems, are unappreciative of the costs of a mobile
phone call.
If one were to call Daltron Electronics or the Australian High
Commission or the ANZ bank today on the mobile phone and time the
interval between the recorded message directing him to the
appropriate division, he would be down almost K3 before he gets to
the right division or officer.
Telephone receptionists are worse. They start asking your business
and in the end, after your credits have been run down
sufficiently, they tell you the person you want to talk to is not
available. Or they tell you to hold which can be until your
credits run out.
Time is of the essence when operating a very expensive system such
as a mobile phone system.
Sometimes the caller’s own lack of preparation can run down his or
her credits.
When you pause or “err”, “ahh” too often, it translates to money
wasted. You have to know what it is you want and it does not hurt
if you write it down. Say it and then shut up and you will be able
to make more phone calls.
 
|
