DRIVE TEST/INDOOR ASSESSMENT

AND POST ANALYSIS – COMPLAINT

HANDLING
Overview

DRIVE TEST/INDOOR ASSESSMENT AND POST ANALYSIS FOR

1. CUSTOMER COMPLAINT VERIFICATION
2. COMPLAINT ANALYSIS AND RECOMMENDATION

Objective:
• To verify the customer complaint by indoor and/or outdoor
assessment and post analysis to ensure a good network quality and
user experience.
• To collect and analyze the data and come out with the
recommendation for improvement and optimization.
• To benchmark voice and data through drive test and static test against
competitor’s networks.

1
Scope of Work
No Items Requirement
1 Project Name Proposal Paper for Drive Test/Indoor Assessment and Post Analysis For Customer Complaint
Handling and Verification
2 Project Term 1 + 1 Year
3 Tasks  Benchmarking Voice Drive Test for Celcom, Digi and Maxis with scanner
 Benchmarking Data Throughput Test for Celcom, Digi and Maxis.

4 Type of Network 2G, 3G and 4G

5 Scope of coverage 1. Customer Complaint Verification – indoor and outdoor verification (average 600 cases
per month nationwide that need for drive test verification).

6 Frequency 1. Customer Complaint Verification – Per case basis

7 Specific Test Equipment
8 Data Analysis (Post
Processing)
9 Reporting
10 Pricing Structure/BoQ
 Using updated and calibrated Nemo Tools (to be provided by vendor) to perform
benchmarking as per Celcom requirement or any suitable drive test tools.
 To analysis drive test data collection based on event failures (Drop and Block Call)
 To provide RF action list (technical recommendation for improvement) (format to be
discussed)
 Benchmarking Drive Test Report summary on total day of drive test upon completion of
each activities.
 Comprehensive Monthly & KPI report with complete activity.
 Post Analysis report and updated Action List.
Pricing shall be based on scope of coverage involved.
Or the vendors shall proposed the best pricing strategy for the bidder to quote during the
tender submission.

2
Complaint Drive Test Requirement

PROPOSED DRIVE TEST FOR CTT MASS/VIP MASS/VVIP Complaint handling

Central
4 Selangor &
High level Scope : (depends on geographical package
selected)
Kuala Lumpur
KV •
•
Attending Mass/VVIP complaints
Serving Cell Identification & call tracing analysis
• Site alarm & performance KPI analysis
2 The whole
Northern
•
•
Drive testing on-site with joint investigation with customer
Detailed nemo logs analysis and root cause
identification
NORTHERN Region • Solution proposal & implementation
• Close collaboration with Celcom VOC on tracking and
closing complaint
2 The Rest of
the regions
• Submit preliminary report within 1 hour from VIP
complaints
• Submit full analysis report
OTHER REGION each
3
Drive Test Service Level Agreement (SLA)

4
Process Flow Mechanism
Secure an Appointment Obtain Access
with customer Letter/Permit from Celcom
PIC

Identify Test
Cases/Methodology
from DTA/Celcom PIC

Perform DT
Outdoor/Indoor based
on the requirement

Pre-Analysis logfiles and

Summary results

KPI YES
Achieved?
Customer
NO Complaint
Details Analysis and Drive Test Benchmarking
Recommendation Drive Test

Action List Tracking and

Execution

Verification Drive Test

NO Problem
Resolved?
YES

Produce and Submit

Report

5
 Drive Test Service Requirement

Description Unit Remark

Drive Test Engineer 13 Include car, fuel, toll, laptop, inverter

Drive Test Analyst 13 Include laptop

Drive Test Coordinator 6

Optimization Engineer 4

Multiband Scanner 13

Nemo Outdoor, Nemo Analyser, Nemo Handy, UE (3 Unit) 13 UE must use Samsung Note 5 (Single Sim Model), 3 units allocated for 1 team

OLO SIM * 4 5 Maxis, U-Mobile, Digi, Webe

Drive Test Engineer 13 Include car, fuel, toll, laptop, inverter

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THANK YOU (48 pts)
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