Telecom

Operational Challenges Forcing Managed Services on Operators

Published

16 years ago

May 31, 2010

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Telecommunications operators are today faced with a lot of challenges that have made the business not rosy as it used to be some few years ago.
Although, some may look at the situation as fallout of recent economic meltdown and reform in the banking sector which affected the spending habit of ordinary Nigerians who use telecommunications services thereby reducing Average Revenue Per User of operators.
More so, operators are constantly faced with vandalization and theft of their equipment. All the operators both Global System for Mobile communications (GSM) and Code Division Multiple Access (CDMA) have had fair share of theft of their equipment, it was reported sometime that GSM operators losses an average of four generators on daily bases which approximately means that a total of 12 generators are lost everyday. This excluded Etisalat which does not have as much base stations as the Globacom, MTN and Zain, they are still experiencing theft of their equipment as well.
Other operators such as CDMA report lost of their generators at an average of one generator daily. This situation has continued unabated which has forced operators to seek a way of addressing this problem.
Nay, the operating environment in the telecommunications space of the country’s economy has continued to give operators sleepless night. The Association of Licensed Telecommunications Operator of Nigeria (Alton) recently sought the intervention of the Joint Tax Board on the burden of multiple taxation imposed on its members by the three tiers of government. Speaking at an interactive session with the board in Abuja, Mr. Gbenga Adebayo, the chairman of Alton, urged the board to be concise on the type of taxes stipulated by law, which the companies should pay.
He said; “Alton, once again, brings to the attention of the JTB, persistent attempts by certain states and local government authorities to impose multiple and unjustifiable taxes and levies on our members in their respective jurisdictions. This development threatens the laudable efforts of our members to make further substantial investments on their respective networks and provide world class telecommunications services in Nigeria. Alton respectfully seeks the intervention of JTB in addressing the issue of multiple taxation.”
Adebayo noted that when the members refused to pay the levies, the affected states and local authorities resort to closure of their facilities and infrastructure.
This, according to him, has adversely impacted on the network availability, quality of service and finances of member companies.
He alleged that the policemen and thugs, who complement the drive of the multiple tax imposers, made it difficult to resist them.
Adebayo cited an instance where one state demanded N200m as advert levies, and another local government was demanding N18.6m each year as operation levy, office location permit, development levy and ground rent from 2002 to 2009.
“Unfortunately, and contrary to all known norms, these local authorities utilise the services of the police and thugs to drive their demand; making it difficult and, most times, impossible to engage them meaningfully,” he said.
In view of these challenges which have increased cost of doing business in the country, as well as competition which is gradually defining the direction operators should go in service delivery, that operators are been forced to consider managed services as a way out of this quagmire.
Managed service otherwise known as outsourcing, in literal means sourcing from outside. The term is increasingly used to refer to sub-contracting of a set of functions or processes by one firm to another, or to a group of individuals, whose competent is in the area of which it is to manage.
Managed services are being pursued as an active business strategy in the current economic scenario, since it enables an operator to focus on core-competency areas. It also frees the operator from resources and labour intensive functions, which are now performed by trained personnel at much lower costs.
The processes or activities that are being outsourced could range from customer service and telemarketing to IT management, software development, market research and even financial portfolio management. Telecom players are leaving the technology-related aspects of their business to external consultants as they focus upon providing new services to their customers.
How it started
When operators in the space, be they global system for mobile communications (GSM) or code division multiple access (CDMA) rolled out service over eight years ago after the liberalization policy of the government, little did they realize that their service believed to be a source of joy and enhancement of the people’s social economic life will be a subject of attack by miscreant, armed robbers and communities. Operators who envisaged that the major challenge they are likely to face in doing business in the country is energy problem are now faced with other challenges that were never thought of. Such issues include, vandalization of operators installed equipment- there has been several cases of operators equipment being vandalized by host communities and government contractors.
Although telcos have adopted managed services option in many other areas of their operations, but the most innovative is the offer Ericsson and Aviat to extend the initiative to management of base stations. This is not different from co-location of site being offered by telecommunications infrastructure building companies such as Helios Towers, IHS, Mti, among others. In the Zain and Ericsson deal, the mobile telecommunications operator, awarded to Ericsson a five year network management contract of its GSM/WCDMA networks, and business support systems. Under the agreement, Ericsson is now responsible for the network operations, field operations including optimization, third-party vendor management for Zain’s GSM/WCDMA networks, and business support systems.
Ericsson is now serving more than 4,000 sites across Nigeria on behalf of Zain. As part of the agreement, about 450 employees are being transferred under their existing terms and conditions of service, from Zain to Ericsson, where they will undergo further training in the latest wireless technologies.
Nigeria CommunicationsWeek gathered that such agreement is going to be the hallmark of business model of new owners of Zain, Bharti Airtel. This is sequel to revelation that the company is an expert in outsourcing, having outsourced over 90 percent of its services that are not core to its operation in India it parent country.
MTN also entered into agreement with Communications Network Support Services (CNSS) to manage and operate its wired line services which the company has competent in.
Nigeria CommunicationsWeek investigations also revealed that telecommunications operators have began move to sale their cell sites to infrastructure sharing operators. It was gathered that the sale of their cell sites is part of effort to reduce capital expenditure in view of dwindling Average Revenue Per Use (ARPU) of telecommunications operators.
Nigeria CommunicationsWeek investigations also revealed that operators are going beyond managed services option for their base stations to outright sale of existing base stations. It was gathered that one of the major Global System for Mobile communications (GSM) operator has finalized agreement with a telecommunications infrastructure building company to sale over 70 percent of its existing base stations in the country. Equipment that are being sold in such agreements are steel towers, generators, and land value. Operators retain the ownership of their transmission equipment as the buyer of those sites turn them to co-location site for several users and manage them.
Although outsourcing by telcos of their network management is relatively new, a typical network management comprises of 50 to 55 percent of the cost of a telco’s operations. System integrators expect this segment to be among the largest segments that could be outsourced to a third-party.
With the proliferation of technology, and increased competition, telecom operators are looking at partners who can help them reduce cost of doing business and in turn enhance customer satisfaction. The operators will then have sufficient time to focus upon their core aspects of their business and plan for strategic initiatives geared towards improved service delivery, rather than thinking about how to replace stolen generator or refilling diesel tanks or proving security at base stations.
However, companies such as Swap Technologies, IHS Plc, Helios Towers, Mti, CV Comm. among others have positioned themselves to offer managed services to telecom operators. They have already started offering the service to some operators while discussions are going on with many which will see by the end of the year 80 percent of telecom operators’ base stations being managed by third-party, in this case licensed telecom infrastructure provider.
Bayo Banjo, managing director, Disc Communications, agreed that outsourcing of network management by telecom operators is a good idea. He cited example of Virgin the second largest telecom operator in the United Kingdom, which does not have a single cell site. He expressed worry over the ability of the initiative to curb the problem of vandalization of telecom equipment.
Banjo added that outsourcing of network management became necessary in view of shortage of qualified telecom engineers to maintain networks as well as corruption which has left operators with the option of outsourcing. This according to him needs to be urgently addressed as it may jeopardize the growth being recorded in the sector which is battling with poor quality of service.

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Telecom

No Plans for Fresh Tariff Hike – MTN

Published

24 hours ago

July 6, 2026

Ebere Melum-Nwogbo

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Dr Karl Toriola, chief executive officer, MTN Nigeria, has assured its subscribers that another telecom tariff increase is not imminent.

Dr Karl Toriola, chief executive officer, MTN Nigeria

He also clarified his recent comments on unlimited mobile data, saying they were taken out of context.

Toriola who spoke during an interview on TVC’s Beyond the Headlines, said his remarks at MTN’s Data on Trial public engagement were intended to explain the technical limitations of mobile networks rather than suggest that consumers could never access unlimited data.

According to him, excerpts of his comments circulated online did not reflect the full context of the discussion.

“People took snippets of the conversation, and the entirety of the conversation is available on YouTube. There’s nothing to be hidden there, and they took it slightly out of context,” he said.

Toriola explained that mobile networks are constrained by finite spectrum resources, making unrestricted data usage technically impossible without affecting the quality of service for other subscribers.

“Mobile wireless technology to offer data is limited by one factor—spectrum—and spectrum is a finite resource. You cannot put an excessive load of data traffic onto a mobile network without having a degradation of the quality of service for other people,” he said.

He added that while many telecom operators market data plans as unlimited, such packages are generally governed by fair usage policies, under which internet speeds are reduced after subscribers exceed specified usage thresholds.

Toriola said MTN is working towards introducing similar products but noted that they would also be subject to fair usage limits to protect network quality.

Addressing concerns over rapid data depletion, the MTN chief executive said operators do not deliberately consume customers’ data, attributing much of the usage to background activities such as automatic cloud backups on applications including WhatsApp, Google Cloud and iCloud.

“A significant amount of data that’s consumed on your handsets is done without your realisation,” he said.

He advised subscribers to review their device settings and configure cloud backups to run only over Wi-Fi or at less frequent intervals.

To illustrate the point, Toriola said an audit of the phone of one of MTN’s chief officers, who had complained about unusually high data usage, revealed that WhatsApp was automatically backing up about 120 gigabytes of data.

On telecom pricing, Toriola said another tariff increase is not expected in the near term, although future reviews would depend on prevailing economic conditions and the cost of sustaining network operations.

“The increment is not imminent. But over time, depending on economic conditions, there might be possible tariff increases,” he said.

He maintained that the tariff adjustment implemented in 2025 was necessary to ensure the sustainability of the telecommunications industry after more than a decade without a price review despite rising operating costs.

Toriola also disclosed that MTN invested ₦390 billion in capital expenditure during the first quarter of the year, exceeding its ₦359 billion profit after tax for the same period.

He identified fibre cuts, vandalism, unreliable electricity supply and restricted access to telecom infrastructure as major factors affecting service quality.

“We have more fibre cuts in a day than the whole Kingdom of Saudi Arabia has in a year,” he said.

Responding to calls for sanctions against MTN over recurring xenophobic incidents in South Africa, Toriola said MTN Nigeria is a Nigerian company in ownership and operations, noting that it is listed on the Nigerian Exchange, has only four expatriates in its workforce and has millions of Nigerian shareholders through direct investments and pension funds.

“We unequivocally condemn any form of xenophobia, any form of violence, any form of attacks against any community in the world,” he said.

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Telecom

Airtel Africa Foundation Equips 200 Young Women with Digital Skills to Drive Nigeria’s Tech Economy

Published

24 hours ago

July 6, 2026

Chike Onwuegbuchi

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Airtel Africa Foundation, through Airtel Nigeria and in partnership with the Ishk Tolaram Foundation, Co-Creation Hub (CcHub), and SAIL Innovation Lab, has commenced the DigiLeap Women in Tech Programme, a transformative initiative designed to equip 200 young women from underserved communities in Ikorodu, Lagos, with industry-relevant digital skills and pathways into Nigeria’s rapidly expanding technology sector.

The programme, hosted by the SAIL Innovation Lab Ikorodu, comprises a 12-week immersive learning experience from June to September 2026, designed to prepare participants for careers in Product Design, Software Development, Digital Marketing, and Data Analytics.

Beyond technical training, beneficiaries will receive leadership development, structured mentorship from Airtel Nigeria professionals, and internship opportunities that provide practical workplace experience and exposure to industry best practices.

Commenting on the programme kick-off, Segun Ogunsanya, Chairman of the Airtel Africa Foundation, said empowering young women with digital skills represents one of the most sustainable investments in Africa’s future.

He also noted that the initiative reflects Airtel Africa Foundation’s continued commitment to expanding access to digital education while creating opportunities for young Africans to participate meaningfully in the continent’s digital transformation.

“We encourage every participant to approach this programme with purpose, discipline, and curiosity. The knowledge, networks, and mentorship you gain over the coming weeks have the potential to transform not only your own future but also the lives of your families, communities, and the next generation of girls who will look up to you. This is how lasting impact is created,” Ogunsanya said.

Also speaking on the initiative, Dinesh Balsingh, Chief Executive Officer of Airtel Nigeria, highlights that the initiative aligns with the company’s commitment to building an inclusive digital economy by ensuring more young Nigerians, particularly women, are equipped for the jobs of the future.

Balsingh said, “Nigeria’s digital economy presents enormous opportunities, but participation must be inclusive if we are to realise its full potential. Through the Airtel Africa Foundation, we are intentionally investing in young women because we recognise the immense value they bring to innovation, technology, and economic growth.

“DigiLeap is designed to equip participants with practical, industry-relevant skills that employers are looking for today while also giving them the confidence, mentorship, and professional exposure needed to build successful careers.”

According to the DigiLeap curriculum, participants will engage in intensive classroom instruction, hands-on projects, mentorship sessions, and internship placements designed to bridge the gap between learning and employment.

Airtel Nigeria professionals will serve as mentors, providing career guidance and sharing real-world industry insights to help participants transition successfully into the technology workforce.

The DigiLeap Women in Tech Programme spotlights the Airtel Africa Foundation’s growing investment in digital inclusion and youth empowerment across Africa. By creating pathways for more women to access technology careers, the Foundation continues to contribute to Nigeria’s digital transformation agenda while helping build a diverse pipeline of talent capable of driving innovation, creating businesses, and shaping the future of the country’s digital economy.

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Telecom

Xenophobia: MTN Nigeria Belongs to Nigerians, Not Only South Africans — Toriola

Published

3 days ago

July 4, 2026

Ebere Melum-Nwogbo

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Karl Toriola, chief executive officer, MTN Nigeria, has stated that the telecom company is “a Nigerian company through and through,” emphasising that it belongs as much to Nigerians as to its global investors, with over 11 million Nigerians holding indirect stakes through pension funds.

Xenophobia: MTN Nigeria Belongs to Nigerians, Not Only South Africans — Toriola

Toriola also defended the federal government’s approval of telecom tariff adjustments, noting that the move helped prevent a financial crisis in the sector and enabled the company to ramp up capital expenditure to about N1 trillion in 2025 to improve network quality.

Speaking during an interview on Arise News, the MTN boss dismissed claims that the company is solely South African, despite its origins.

According to him, MTN Nigeria is incorporated locally, listed on the Nigerian Exchange, pays taxes in Nigeria, and is largely managed by Nigerians.

“We are labelled as a South African company because MTN Group was founded in South Africa. But the reality is that MTN Group has a very diverse global shareholding. Only about 50 percent of the shareholding is African, while the rest is held by investors from North America, Europe, the United Kingdom, the Middle East and Asia-Pacific,” he said.

Speaking further on MTN Nigeria’s identity, Toriola stressed the company’s deep roots in the Nigerian economy.

“MTN Nigeria is a Nigerian company through and through. We are domiciled in Nigeria. We are listed on the Nigerian Exchange. We pay all the taxes, duties and levies expected of us, and we are run by Nigerians.

“I am Nigerian. Apart from one executive, every member of our executive committee is Nigerian, while our entire expatriate workforce in Nigeria is just four people.

“We have over 201,000 retail investors, while about 11 million Nigerians own MTN shares indirectly through pension funds. We are very proud of our Nigerian identity,” he stated.

On the recent telecom tariff adjustment, Toriola said the increase was driven by necessity rather than profit motives, noting that operators were struggling to meet basic financial obligations before the review.

“People perceived the tariff increase as an aspiration for profitability, but the reality was that we were on our knees financially. We couldn’t even pay our month-to-month bills with the revenues we were generating. The tariff adjustment was an absolute necessity. It enabled us to stay alive,” he said.

He added that the improved revenue base has enabled MTN to scale up infrastructure investments to enhance service delivery.

“In the first quarter of this year alone, we spent N390 billion on capital expenditure, compared with a profit after tax of N359 billion. That shows our commitment to improving quality of service,” he said.

Addressing concerns over poor network quality, Toriola attributed the challenges to increasing demand, infrastructure gaps, vandalism, insecurity, and unreliable power supply.

“There are people who deliberately pour petrol into our manholes and set them on fire. A single incident can knock out services for millions of subscribers. We also face security challenges that prevent our engineers from quickly accessing some sites.

“In addition, we operate about 18,000 sites nationwide, each requiring generators, batteries, rectifiers and constant fuelling because of inadequate public electricity supply. All these affect quality of service,” he explained.

While acknowledging that service quality still needs improvement, he assured customers of continued investment.

“We are not perfect, but we are investing aggressively and continuously striving to do better,” he added.

On allegations that telecom operators deliberately deplete customers’ data, Toriola said findings often point to background data usage by smartphone applications.

“There is a perception that MTN goes and takes customers’ data, but our studies have shown repeatedly that background applications are consuming much of that data.

“I encourage customers to check their device settings. Daily automatic backups are unnecessary for many users. If possible, carry out backups over Wi-Fi instead of mobile data,” he advised.

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