We’re Moving From Quality of Service to Quality of Experience — Sam George

Minister of Communications, Digital Technology and Innovation, Hon. Samuel Nartey George, says the government is undertaking a major shift in its digital regulatory framework, moving from a traditional focus on quality of service (QoS) to a comprehensive emphasis on quality of experience (QoE) for consumers.

Speaking in an in-studio interview with Roland Walker on TV3’s New Day show, the minister explained that the new priority will become the primary benchmark for telecom regulation from next year.

Reflecting on his first eleven months in office, Hon. George described the period as “a very good” tenure marked by structural reforms, consumer-focused interventions, and human-centred policy realignments within the ministry.

According to him, one of the earliest and most impactful policy actions involved the high cost of mobile data. He noted that the widely discussed big data bundle reprieve, which took effect on July 1, has delivered direct value to heavy data users across the three major networks.

“People who used to buy data two or three times a month now buy the GH¢399 bundle once and still have balance after several weeks,” he said. “Many have tagged me online with screenshots showing that after two months, they still have data left. So clearly, the intervention is working.”

Yet, he cautioned that affordability alone is not enough.
“From next year, we are moving a lot more away from quality of service to quality of experience as a key KPI for the regulator,” he emphasised. “It’s one thing to have the data; it’s another thing entirely to enjoy using it. Ensuring videos do not buffer, reducing latency, and compelling telcos to invest in user experience – that is our next frontier.”

Hon. George stressed that the Ghanaian consumer remains his principal priority, even as he maintains a balanced approach that protects private-sector investment capital. However, he acknowledged the political heat that sometimes accompanies his decisions.

“When you fight for Ghanaians, a small section for partisan reasons may turn around to attack you,” he said. “Ironically, some of those who criticise us are doing so using the very GH¢399 data bundle we fought to secure for them.”

The minister also touched briefly on the ongoing public debate surrounding DSTV pricing and service practices, reaffirming his stance that policy decisions must ultimately serve the public interest.
“People can say whatever they want. The sweetness of the pudding is in the eating,” he remarked, suggesting that long-term outcomes will vindicate the ministry’s actions.

Hon. George concluded by positioning the ministry’s mandate as a balancing act aimed at protecting consumers, ensuring fair competition, and compelling service providers to deliver modern, seamless digital experiences.

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