How Harmonised Short Codes Make Life Easy For Telecom Consumers

In line with its consumer-centric approach to telecom regulation, the Nigerian Communications Commission (NCC) on 12th March this year directed mobile network operators (MNOs) to commence implementation of approved harmonised short codes (HSC) for providing certain services to telecom consumers in Nigeria.

Implementation Begins

The Commission set a deadline of May 17, 2023, for all mobile networks to fully migrate from hitherto diverse short codes to the harmonised codes. The use of harmonised short codes is aimed at achieving uniformity in common short codes across networks. This means that the code for checking airtime balance is the same across all mobile networks for the same function, irrespective of the network a consumer uses.

With the new codes, the telecom consumers using the over 226 million active mobile lines in the country, can now use the same codes to access services across the networks.

RELATED

Aviation Fuel Soars To N1,315/Litre Despite Oil Price Dip

6 hours ago

Naira Seen Gaining Ground As Forex Liquidity Improves – Analysts

6 hours ago

The Harmonised Short Codes

Consequently, under the new harmonised short codes regime, 13 common short codes were approved by the Commission. They include the following codes: 300 to be used as the harmonised code for Call Centre/Help Desk on all mobile networks; 301 for voice Mail Deposit; 302 for Voice Mail Retrieval; 303 for Borrow Services; 305 for STOP Service; 310 for Check Balance, and 311 for Credit Recharge.

Also, the common code for Data Plan across networks is now 312. In line with the new direction, 321 is for Share Services, while 323 is for Data Plan Balance. The code, 996, is now for Verification of Subscriber Identity Module (SIM) Registration/NIN-SIM Linkage. The code, 2442, is retained for Do-Not-Disturb (DND) unsolicited messaging complaint management, while the common code, 3232, is also retained for Porting Services, otherwise called Mobile Number Portability (MNP).

What NCC Said

The time the Commission issued the announcement, the old and new harmonised short codes ran concurrently up till last week May 17, 2023, when all networks migrated to full implementation of the new codes.  The two months period from March 13, 2023 to May 17, 2023 as provided by the NCC was to enable telecom consumers to familiarise themselves with the new codes for various services.

The director, Public Affairs, NCC, Reuben Muoka said “the initiative, which is in line with NCC’s regulatory modernisation programme, is essentially to make life much easier for telecom consumers, as it is now easier for Nigerians to memorise single codes for various services across all mobile networks they may be using, thereby improving consumer quality of experience (QoE).

“In addition, the new policy will provide opportunity for licensees in the Value-Added Services (VAS) segment of the telecoms sector to be able to use freed-up/old codes for other services, as well as enhance cohesive regulatory framework in keeping with world-class practices,” he said.

Before Now

Before now, there are lots of different short codes being used for similar services cross the networks. Each mobile network operator (MNOs) use different short codes for different customer services like credit balance check, credit recharge, call centre enquiries et al. The situation got even more complex, when the number of short codes used by VAS providers for their numerous value-added services are factored in.

In April 2011, the commission took over the administration and allocation of all short codes in order to provide a cohesive regulatory framework and establish best practices, as well as harmonise the short code database in Nigeria.

In the same period, it released guidelines on short codes operation in Nigeria. NCC, in June 2017, further engaged Molcom Multi Concepts Limited as project consultant, to harmonise all short codes in the industry and develop a “national short code plan (NSCP)” for the industry.

In February 2018, the NCC released the ‘Final Report on the Harmonization of Short Code in Use in the Industry’ which detailed how the Commission intends to implements uniform short codes. The report was the foundation of the HSC policy which the commission has now implemented. The primary objective was to comprehensively review and harmonize all existing short codes in use in Nigeria and develop a “National Short Code Plan (NSCP)” for the industry.

To achieve this, the project consultant started by researching on short code global best practices in other climes, looked at recommendations on short code administration by organizations like International Telecommunication Union (ITU), and engaged identified key project stakeholders. This was accomplished through research, project meetings with the project sponsor, stakeholders’ fora like the Industry Working Group (IWG) on short code in Nigeria and interviews.

HSC Benefits

This project ensures the harmonization of common codes for accessing critical services across all networks. A significant benefit is a notable reduction in the need for end users to commit to memory different codes for each network for common network services – enhancing consumer experience. Most importantly, 84 per cent of 3-digit codes, 98 per cent of 4-digit codes and 99 per cent of 5-digit codes are free for new allocations after harmonization.

Telecom consumers across the country have welcomed the implementation of the harmonised short codes assaying it would put a total end to irregularities in loading of airtime and other services on service providers’ platforms.

According to them, having uniform short codes across different platforms will save Nigerians, especially older people, from memorising different codes for same task from different service providers. They also said the harmonised short codes by NCC will ease inter-operability across telecoms platforms, simplify recharging process and other services.

It is no secret that value-added services (VAS) has largely become an integral part of human life globally; owing to the different offerings (products and services) on display by most telecommunication network operators and VAS providers collectively. This has provoked increased demand for short code number resources, required to drive the delivery of these products and services amongst operators and VAS providers.

However, it is instructive to note that, short code number resources are limited in number – it is finite in number; hence, these geometrically increasing demands for them may not be marched effectively with availability. if proactive and creative actions were not taken by the Commission. In line with this, the Commission developed a new short code plan that has resourcefully re-organized and harmonized all existing short codes issued in the recent past, whilst developing a framework that is consistent with global best practices, for current and future demands.