Key Performance Indicators (KPIs) for Open Access Network Operator
The following document outlines the Key Performance Indicators (KPIs) that are integral to the performance monitoring of the Open Access Network Operator. These KPIs are designed to ensure that the operator maintains high standards of service delivery and network performance.
Purpose
The purpose of these KPIs is to provide a clear and quantifiable measure of the operator’s performance in key areas of network management, customer service, and financial efficiency. These KPIs will be used as a benchmark for service level agreements (SLAs) and to incentivize superior performance.
KPI Table
| KPI Description | Target | Measurement Method | Frequency of Review | Consequence of Non-Compliance |
|---|---|---|---|---|
Network Uptime |
≥ 99.99% |
Percentage of time the network is operational |
Monthly |
SLA penalties apply |
Customer Acquisition Rate |
≥ X% quarterly growth |
Number of new customers vs. target |
Quarterly |
Performance bonuses/penalties |
Average Resolution Time |
≤ X hours |
Time taken to resolve customer issues |
Monthly |
SLA penalties apply |
Service Provisioning Time |
≤ X days |
Time taken to provision new services |
Monthly |
Performance bonuses/penalties |
Billing Accuracy |
100% |
Accuracy of billing transactions |
Bi-Monthly |
Credits issued for inaccuracies |
Network Expansion Rate |
≥ Y km/month |
Rate at which new network infrastructure is deployed |
Monthly |
Performance bonuses/penalties |
Retail Service Provider (RSP) Satisfaction |
≥ 90% |
Satisfaction score from RSPs |
Bi-Annually |
Corrective action plan required |
Customer Churn Rate |
≤ X% annually |
Percentage of customers leaving the network |
Annually |
Retention strategies adjustment |
Revenue Per User (RPU) |
Increase by Z% |
Average revenue generated per user |
Quarterly |
Revenue enhancement strategies review |
SLA Compliance Rate |
100% |
Compliance with all SLA metrics |
Monthly |
SLA penalties apply |
Equipment Failure Rate |
≤ 0.X% failure rate |
Frequency of equipment failures |
Monthly |
Maintenance strategies adjustment |
Monitoring and Reporting
The Operator shall provide a monthly KPI report to the Owner, detailing performance against each of the aforementioned indicators. This report will form the basis for any performance-related discussions and potential adjustments to the agreement.