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Shifting Focus to VAS for Effective Service Delivery

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Service providers in the telecom industry have come to realize that oftentimes the ability to compete hinges on successfully deploying what are known as “value-added services.” The trick is to figure out what type of value can be added that will be truly useful and enticing to customers.
 The necessity of value-added services spills over into the newer realm of VoIP, where technology exists to offer more at a competitive price, but providers don’t always know just what to add or how.
There is more to telecommunication than voice service which has dominated the Nigeria’s telecom industry since the introduction of Global system for Mobile communication (GSM). The long years of suffering by Nigerians for basic communication has almost made it unnecessary for Nigerian subscribers to avail themselves of other value added services that telecom operators offer.
Investigations revealed that many Nigerian GSM and Code Division Multiple Access (CDMA) users feel their phones are only for voice call and nothing else. This partly accounts for network congestion being experienced on networks. It would be recalled that GSM operators have faced sanctions from Nigerian Communications Commission on poor service delivery, though there are issues of capacity on the networks, but if subscribers avail themselves of other means of communication on the technology the frequent hiccups on networks will be reduced.
A Value-Added Service (VAS) is a telecommunication term for non-core-services or, in short, all services beyond standard voice calls. On a conceptual level, value-added services add value to the standard services offering, spurring the subscribers to use their phones more and allowing the operators to drive up their Average Revenue Per User (ARPU).
For mobile phones, apart from short message service (SMS), there are also services such as multi-media service (MMS) that enables subscribers to send pictures via General Package Radio Service (GPRS) which gives them access to internet from their mobile phones among others.
Value-added services are supplied either in-house by the mobile network operators themselves or by a third party, known as value added service provider (VASP). VASPs typically connect to the operator using protocols like Short Message Peer-to-peer Protocol (SMPP), connecting either directly to the Short Message Service Centre (SMSC) otherwise known as ‘short code’ or, increasingly, to a messaging gate way that allows the operator to control and charge for the content better.
The aforementioned situation seem to be changing as virtually all the operators in the country’s telecom industry have come to market with one value-added service or the other, as well following it up with advertisement.
MTN is currently advertising most of its value added service as against mass market promos. Some of its VAS includes MTN Google SMS, a mini version of Google search via SMS, where no internet connectivity is required. In this case, the search is keyword-based. Google SMS can give definition of words, News headlines, Sports information; and so on via SMS. Google SMS is also available through MTN Sim Plus.
MTN 3.5G Video Calling is an exciting VAS service which gives subscribers clear visual communication on their 3G enabled handsets which are enablers for video telephony.
Video calling is as simple as voice calling. However, the only difference is that the user will have to press the video call button instead of the voice call button. Then, hold the phone in front of you to watch the screen. It is possible for you to turn off the camera if you prefer not to be seen.
C-Track: this is a unique vehicle tracking and stolen vehicle recovery service that allows subscribers keep track of the location of their vehicles from the comfort of their mobile phones. By simply sending a text message, subscribers can ensure they are immediately alerted if their vehicle is moved – regardless of whether the ignition is on or off.
MTN C-track uses proven GPS/GSM technology in conjunction with an on-board computerized system to easily locate vehicles, measure vehicle performance and driver productivity, thus providing effective operational control and peace of mind to vehicle owners. Other VAS from MTN are SaveMyContacts, MTN Flash, Callertunez which enables subscriber to choose any ringtone of choice and mobile television.
Globacom has as well rolled out several value added services to the delight of its subscribers among them is Magic Plus, an SMS based service that gives the subscriber access to a host of information, commerce and entertainment content (ICE) directly on his Glo Mobile handset at the touch of a button. It is simple, quick and easy to use.
There is also Glo m-banking which is available exclusively on the Glo magic plus menu. This unique service provides all Glo mobile customers swift and easy access to their bank accounts from their mobile phones anywhere within Glo coverage area.
For the first time in Nigeria, one single application provides one with a uniform interface to a multitude of Banks. This is the result of Globacom’s collaboration with Interswitch Limited and its member banks.
Zain has also introduced unique value added service for its subscribers; they include fax services, Zain mobile office, GPRS services, callertunez among others.
Interestingly, there has been an increased attention by operators to launch and marketing of VAS as against what use to be the case two years ago when such services are not considered for advertisement.
This change of focus from voice to VAS industry watchers said could be attributed to competition. They said, there are a lot of telecom operators delivering voice which makes it not attractive to a subscriber, but rather they need service that will enhance their work or living standard, which is what VAS seek to achieve.
PTOs are not left behind in the craze to launch value-added services. Many PTOs are reported to have launched internet service, made possible by there upgrade to EV-DO Rev A. This technology afford operators the opportunity of competing with operators using 3G in the GSM space in terms of value added services.
Unlike voice calls, network operators find it difficult to disclose the cost of most value added services such as GPRS. Fola Odufunwa, managing director, eShekels, said billing clarity is crucial for success of VAS adding that subscribers need to know precisely what the cost benefits are, otherwise, such situation will constitute a barrier to adoption of these services by many people.
Moreover, Nigeria CommunicationsWeek investigations revealed that Glo mobile charges 60 kobo per kilo byte while MTN chargesN75 per kilo byte download. Both networks charge 10k per second for accessing GPRS services.
Odufunwa said value added services is still very much sub-optimized in Nigeria, which means that subscribers are getting much less value than is potentially derivable. This, he blamed on Nigeria’s peculiar situation that emphasizes more on voice.
But according to him, most Nigeria telecom operators are short sighted as far as VAS is concerned. For instance, in the Philippines, VAS contributes as much as 40 percent to telecom operators’ revenue. Telecom operators in that country actually put deliberate measures in place to help popularize VAS and today, they are reaping the benefits.
Gbenga Adebayo, chief executive officer, CNSS, commended the new development which according to him is designed to grow the network as well as a sign that the market is beginning to mature.
He emphasized the need for operators to have the required technical support for such services while stressing that there is need for operators offering GPRS to advertise the tariff they charge for such services to encourage the subscribers.
Operators can also learn to be more tactical with their pricing. In the Philippines, for example, SMS was free for up to one year after telecos launched the service. This helped to make SMS in the Philippines popular, people send more SMS in that country than anywhere else in the world. Also, operators should not just launch a service for the ego benefits.
In Nigeria, it seems that operators are keener on launching VAS as prestige projects which are not necessarily followed through with the right level of customer education and marketing to make them outstanding successes in the market place.
Industry analysts while applauding the current shift to VAS, believed that operators could make far more revenues and profits from VAS than they are currently doing despite the dominance of voice, if only they would accord VAS the right level of attention and support.
Now that the major GSM and CDMA operators have upgraded their networks to 3G capability, it is the hope of subscribers that more VAS be launched by operators in the market.

 

 


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From Import Dependency to Local Capacity: Nigeria’s Tech Manufacturing Journey

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The recent escalation in the US-Israel conflict with Iran has delivered a sharp reminder of Nigeria’s economic vulnerability. As oil prices surged past $100 per barrel and fuel costs climbed by 35% at Nigerian pumps, a troubling paradox emerged: Nigeria, a major crude oil producer with Africa’s largest privately-owned refinery now operational, still found itself buffeted by global energy shocks originating thousands of miles away.

From Import Dependency to Local Capacity: Nigeria's Tech Manufacturing Journey

Zinox

The closure of the Strait of Hormuz and resulting disruptions to global energy markets exposed the deeper structural challenge facing Nigeria’s economy. Despite domestic crude production and the operational Dangote Refinery, Nigeria has struggled with rising inflation, which reached approximately 27% in 2025. The crisis illuminated an uncomfortable truth: decades of import dependency have left Nigeria’s economy precariously exposed to external shocks, even in sectors where the country possesses natural advantages.

This vulnerability extends beyond energy. Nigeria’s technology sector offers a particularly instructive case study in the costs of import reliance, and the transformative potential of local capacity as the pathway to economic stability and technological sovereignty.

Against this backdrop, Zinox Technologies stands as a compelling counternarrative. Founded in 2001 by technology entrepreneur Leo Stan Ekeh, Zinox operates West Africa’s only computerized digital assembly plant. As Nigeria’s first indigenous computer manufacturer, Zinox demonstrates what becomes possible when vision, investment, and commitment to local capacity converge.

The company’s reach extends beyond traditional computing. Zinox’s innovation spans renewable energy through iPower and home electronics with iTEC, addressing Nigeria’s chronic power challenges with locally-assembled solar solutions and backup systems designed for Nigerian conditions. This diversification reflects sophisticated understanding: true technological sovereignty requires integrated capabilities.

Zinox’s journey offers a clear case study in how indigenous companies can drive transformation. By focusing on local assembly and manufacturing of computer hardware and digital devices, the company has contributed to building a domestic technology ecosystem that supports government institutions, educational systems, and private enterprises. This approach not only reduces reliance on foreign imports but also creates jobs, transfers knowledge, and strengthens national capacity.

The implications are significant. Every locally assembled device represents a step away from foreign exchange exposure. It also signals a shift in mindset — from consumption to production. In a country where demand for technology continues to rise, especially with the acceleration of digital adoption, the importance of local manufacturing cannot be overstated.

Beyond economics, there is also a strategic dimension. Technology is no longer just a commercial tool; it is a defense tool and a national asset. Countries that control their technology supply chains are better positioned to innovate, secure their data, and compete globally. In this context, companies like Zinox are not merely businesses; they are enablers of national development.

Furthermore, local capacity development has a multiplier effect. It stimulates ancillary industries such as logistics, retail, maintenance, and technical services. It also fosters entrepreneurship, as more Nigerians gain access to affordable and reliable technology tools needed to participate in the digital economy.

Yet, while progress has been made, there is still work to be done. Scaling local manufacturing requires sustained policy support, infrastructure investment, and a deliberate focus on skills development. It also calls for stronger collaboration between the public and private sectors to create an environment where indigenous innovation can thrive.

Encouragingly, the momentum is building. There is a growing recognition that Nigeria must move beyond being a consumer market to becoming a production hub. This shift is not only necessary, it is urgent. Global uncertainties will continue to test economies, and only those with strong internal capabilities will remain resilient.

The current global crisis offers clarity. If the Strait of Hormuz is not reopened or supply chains to imports are fractured, only countries with strong domestic manufacturing capacity will weather the storm. Those dependent on imports suffer disproportionately.

The story of Zinox Technologies underscores what is possible. It shows that with the right mix of vision and execution, Nigeria can chart a new course, one defined by self-reliance, innovation, and sustainable growth. As the country navigates an increasingly complex global landscape, the message is clear: the future belongs to economies that build, not just buy.


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Airtel Becomes World’s Second Largest Telco as Global Customer Base Surpasses 650 Million

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Bharti Airtel has announced a major milestone in its global operations, crossing 650 million mobile subscribers worldwide, a scale that now positions the company as the second-largest telecommunications operator on the planet by customer base.

Crossing this threshold reflects a network of immense scale, the capacity to reach customers across diverse markets with consistent quality, and the ability to deliver experiences shaped by sustained innovation.

In Nigeria, Airtel has continued to scale infrastructure at a pace unmatched in its recent history. Over the past three years, the company has increased its national site count from just above 13,000 to nearly 17,200 sites, including more than 1,560 added in the last twelve months. This expansion deepens capacity in high-demand corridors and extends high-speed coverage to previously underserved regions.

The latest industry data from the Nigerian Communications Commission (NCC) underscores the significance of this growth. As of December 2025, Nigeria recorded 145,141 base stations across 2G, 3G, 4G and 5G layers. Of this national infrastructure, Airtel accounts for 46,918 base-station layers, reflecting its substantial contribution to the country’s radio access network and its push to absorb rising data consumption.

Nearly 99 percent of Airtel Nigeria’s sites are now 4G-enabled, positioning the operator as one of the few with a near-ubiquitous high-speed broadband footprint. Thousands of sites have been upgraded for capacity in the past year alone, enabling improved speeds and more stable performance during peak usage.

That expansion underpins Nigeria’s rising internet adoption. According to the latest regulator figures, Nigeria’s internet penetration recently climbed above 50%, with Airtel recording among the largest monthly increases in new internet subscribers, driven by network upgrades across states and rural corridors.

Strategic Connectivity and Redundancy

Airtel is also tackling a critical infrastructure challenge for the Nigerian digital economy: reliance on a single international internet gateway. The company is advancing plans for its second submarine cable internet breakout point at Kwa Ibo in Akwa Ibom State, early in the 2Africa cable system rollout, to provide faster and more resilient national connectivity across regions. This significant investment aligns with global best practices in network diversity and redundancy, ensuring a more stable digital experience for consumers and enterprises alike.

Digital Finance at Scale: SmartCash

Airtel’s digital finance arm, SmartCash, has gained traction in Nigeria’s competitive mobile money ecosystem, now serving over 3 million active users. The platform is supported by an expansive agent network and digital services that lower barriers for everyday financial transactions and savings.

Outstanding Human Touch: Retail Reach

Across Nigeria, Airtel’s retail distribution network stands as one of the sector’s most extensive, with approximately 4,000 exclusive outlets bringing services, support, and products closer to customers in small towns, communities, and high-traffic urban hubs. That footprint drives both access and engagement in a market where localized presence remains a competitive differentiator.

As Nigeria’s digital economy continues to evolve, Airtel is committed to sustained innovation — from expanded fibre backbones and advanced mobile broadband to future-ready services that include satellite-enabled solutions and enterprise-grade digital platforms. These efforts help ensure that connectivity, commerce, and creativity thrive across Nigeria and beyond.


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Compensation for Poor Service Quality is Automatic- NCC

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Nigerian Communications Commission (NCC) has said that compensation of subscribers for poor service quality, such as persistent network outages or failed calls is automatic.

Compensation for Poor Service Quality is Automatic- NCC

This initiative aims to ensure fairness by mandating that operators provide automatic compensation, such as airtime credits, for failing to meet regulatory Quality of Service Key Performance Indicators (KPIs).

According to the NCC, operators are required and mandated to identify affected subscribers and provide compensation directly.

In a framework for compensation of consumers published on its website, NCC said that it has directed Mobile Network Operators (MNOs) to compensate subscribers affected by prolonged or repeated poor quality of service experience within specific Local Government Areas where operators fail to meet regulatory Quality of Service Key Performance Indicators (KPIs).

The NCC also stated that the directive does not replace existing consumer protection mechanisms.

The NCC, said the directive adds a direct compensation mechanism for affected subscribers and aligns with measures set in existing legislations such as the Consumer Code of Practice Regulations 2024 and the Quality of Service Regulations 2024.

This directive applies to only Mobile Network Operators licensed and operating in Nigeria that have failed to meet their Key Performance Indicators on Quality of Service. For Internet Service Providers (ISPs) operating in Nigeria, a compensation framework is already in place.

To be eligible to receive compensation

. You experienced poor network service in an affected Local Government Area; and

  • You made at least one outgoing revenue generating event (billed call, SMS, or data session) during the relevant period.

The compensation covers service failures affecting voice, data, or SMS services.

Operators are required and mandated by existing regulations to monitor their network performance across locations and service disruptions against Quality of Service KPIs.

This enables them to identify affected subscribers without the need for individual complaints.

Only service failures that fall below the defined thresholds set by the Quality of Service Regulations issued by the NCC will qualify for compensation.

Short, isolated interruptions and immediately remedied interruptions may not qualify

Compensation will be provided in the form of airtime credits.

This airtime credit will not have utilisation restrictions, and subscribers will be able to use it for voice calls, USSD sessions, data subscriptions, etc on the operators’ network.

 


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