Poor Planning and Implementation May Wreak Havoc on Haiti's Phone System

Editor's note: The text below is lifted from a list mailing in which the author is not identified. It is our belief that the information contained herein is very valuable and should thus help educate the public about how a simple change can go bad if things are done in a haphazard way.

As most of you already know, a numbering change will take place in Haiti on March 1, 1999 and will affect the way one must dial to reach a business correspondent or a family number in Haiti, through the telephone network. The change, as defined by Teleco unofficially, implies that the digit '2' will now be inserted in front of the existing 6-digit number. Thus the new number will then be a seven digits (7) numbers which now will be in line with the exist format of the NANP (North American Numbering Plan). For example, phone numbers 46-5555 and 84-3400 will become 246-5555 and 284-3400 respectively. Coincidentally with this change, the other Operators in Haiti will have their numbers expanded to seven digits as well. Such is the case for Haitel, Rectel, eventually Comcel and Digicom.

This is by definition a simple change. However, any changes in numbering plan require that the country or administration in question takes certain steps to insure a smooth transition to minimize customer impact and maintain network performance level.

This is normally achieved by taking some action both at the level of the correspondents as well as from a customer perspective.

Actions that are normally considered for such a change would be:

1. Detailed information regarding the change itself by clearly defining the relation between the old and the new scheme of numbers. This information is normally channeled through correspondents and through International organization such as the ITU formerly known as the CCITT or international Forum such as the Q S D G (Quality of Service Development Group) or the N M D G (Network Management Development Group). These steps should take place months and months ahead of the change to insure that all correspondents can also take appropriate actions by implementing changes in their respective networks.
2. Providing the correspondents with the date and time of the change. One should also define if permissive dialing (meaning access to the old number) is allowed or not and what the transition period would be.
3. The administration performing the change should agree with their correspondents as to the use of RVA's (Recorded Voice Announcement) in specific language and where the announcement should be originated. (Haiti, USA in Creole or English or both!)
4. The administration should provide in writing any information pertaining to specific digits associated with specific network such would be the case for Teleco (starting digit 2) and Haitel with starting digits 5 if this is the case.
5. A common practice used before a numbering change is the evaluation of the Network performance prior and after the change to assess customer impact and evaluate customer behavior.
6. The use of bill stuffer and other marketing propaganda can be mutually used with the correspondents to sometime promote the change and touch ethnic segment that might be affected more by the specifics of the change.
7. Establish an assistance number in various countries through an ITFS (International 800 service) with the objective of providing information and assistance in case it is necessary.

It is interesting to note that in the case of Haiti, none of these steps have been taken in spite of the fact that repetitive questionnaires were sent to the attention of the local regulatory body (CONATEL) and the main operator, Teleco. The intend is to minimize any problem associated with call completion and insuring a smooth transition.

Below are some Interesting facts pertaining to the telephone traffic to and from Haiti in relation to the change of numbers:

• Ratio of calls to Haiti Vs calls from Haiti is 10:1

This implies that most of the calls are in the southbound direction thus putting Teleco in a receivable position from a financial Standpoint. Poor planning of the change will mean loss of financial revenues for the main operator Teleco

• Traffic is of a social nature (90%) Vs business nature (10%)

Most calls destined to Haiti are usually family related . With more than 20% of telephone not working in Haiti, the individual living abroad will be deprived to establish a contact with his relatives in Haiti . QOS ( Quality of Service) is highly affected by poor planning of the present scenario.

• Average Conversation Time is 8-10 minutes. World average is 3-4min.

By nature , Haitians talk more on the phone than the average person. This is sometime due to the fact verbal way of communicating can be the only mean to transfer messages. This will largely affect the Haitian community.

• Call Completion Rate (CCR)to Haiti is between 35-40% Vs 55% worldwide.

By not planning the change properly , one can expect the CCR to further go down, probably in the range of 10-15% . This would also result in Network Congestion due to the fact that every call dialed with the incorrect format will generate a recording that could last some 10-29 sec. Large volume of recording would utilize circuits in a very inefficient fashion.

• International Signalization is still "In band type".

Because of in band Signaling existing with most correspondents, circuit utilization will be poor. One can expect heavy load of congestion on the local network as well as the international network.

Below are some of the components that will be affected in the process:

1. Increase in Post Dial Delay (PDD) meaning the time necessary for the voice channel to be established end to end on a telephone call.
2. Customer perception will be dragged down whereby Haitian customer will experience a negative impact on the service.
3. Increase in Occupancy Time. Due to the redialing factor, the network will be misused by large number of ineffective calls.
4. Traffic Loss and Revenue Loss will be exponential due to large volume of transit traffic as well that would be originated by third country trying to reach Haiti.

I hope this brief synopsis gives you and idea of some of the issues that are associated with this change. We can only hope that the recuperation from this matter can be done swiftly and promptly.