Market Scenario & BSNL status · project named “PROJECT KUBER” has been launched in Pune Telecom District as part of Project Shikhar. Later this was ... percentage to be charged

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E2-E3

E&WS TECHNICAL

Project Kuber


WELCOME

• This is a presentation for the E2-E3 (E&WS) Technical

Module for the Topic: Project Kuber

• Eligibility: Those who have got the Upgradation from E2

to E3.

• This presentation is last updated on 25-3-2011.

• You can also visit the Digital library of BSNL to see this

topic.


Preamble

• A scheme of recovery of out standing telephone revenue

through private recovery agent/agencies was launched in 2004-

• The scheme was relaunched in 2006 vide BSNL Circular dated

14-06-2006

• Keeping in view of the low progress through existing scheme pilot

project named “PROJECT KUBER” has been launched in Pune

Telecom District as part of Project Shikhar. Later this was

implemented in all the Territorial Circles.


The revised Recovery Scheme has been

launched in all telecom Circles/Metro Districts

under Brand Name “PROJECT KUBER” for

realisation of outstanding telephone dues

between 3 months and 36 months and the

value between Rs. 1000/- and Rs. 20000/-

against closed connections of private

customers of Basic Telephones, WLL, Telex,

Private Wires/Circuits and CMTS Postpaid.

The Scheme


Activities in Project Kuber

• A four step approach has been defined

• (1) Identification of outstanding accounts &

segmentation

• (2) Selection of collection agencies

• (3) Creation of internal teams and systems

• (4) Monitoring & Review


Eligible recovery agents/agencies

DEBT RECOVERY AGENTS/AGENCY OF OTHER TELECOM

SERVICE PROVIDERS

DEBT RECOVERY AGENT/AGENCY OF OF REPUTED PUBLIC

SECTOR BANKS/ FINANCIAL INSTITUTIONS

OTHER FIRMS (TO BE IDENTIFIED AND APPROVED BY HOC)

IN THE ABSENCE OF AGENCIES MENTIONED ABOVE


Appointment of collection agencies

SSA head is authorised and responsible for appointing the

private recovery Agent/ Agency

The selection of agent/agency will be made through pre

qualification enquiry

The SSAs should identify the collections agencies available in

their areas, assess them on their profiles & personal interviews

and evaluate them


Parameters for evaluation

• Experience of working with other telecom operators

• Manpower

• Financial strength

• Ability to scale up manpower & infrastructure

• Geographical area where they have strong presence

• Interest in working with BSNL


Segmentation of outstandings

Outstandings are to be divided age wise in to 3 buckets

Viz

Bucket 1(B1) - >3 months & up to 6 months

Bucket 2(B2)- >6 months & up to 12 months

Bucket 3(B3)->12 months & up to 36 months


Portfolios- Areawise

Out standings are also to be divided area wise

Ex. If a SSA is divided in to 3 areas (A1, A2, A3) the port folios

will be

Portfolio 1: B1,A1 Portfolio 7 : B3,A1



Portfolio 4: B2,A1 B denotes Age & A denotes Area

Portfolio 5: B2,A2

Portfolio 6: B2,A3


Selection Processd.,

Eligible recovery agents/agencies shall bid for each portfolio

(Limited Tender process should be followed)

The bid should be supported with the profile of recovery

agent/agency in format Annexure –A and the commission

percentage to be charged by the agent/agency in price shedule i.e

Annexure –B

It should be ensured that there should be a minimum of two

agents/agencies bid for each portfolio

The agent/agency should pay the EMD of Rs.10,000/-along with the

bid


Guidelines for allocation Contd.,

For each portfolio of accounts the agent/agency with the lowest bid shall

be selected.

No agent/agency shall generally be allocated more than 2000 accounts for

the whole SSA.

In case the agent/agency with lowest bid unable to take the contract, the

L2 agent/agency should be invited to take the portfolio of outstanding

accounts but at the rate offered by L1 agent/agency.

No agent/agency should not be allocated two consecutive buckets in the

same area

The bidder whose offer is evaluated as lowest shall be appointed as

recover agent/agency


Security Deposit Contd.,

• THE AGENT/AGENCY SHALL BE LIABLE TO DEPOSIT Rs.

20000/- AS SECURITY DEPOSIT.

• THE AMOUNT OF SECURITY DEPOSIT SHALL BE

DEPOSITED BEFORE THE AGREEMENT OF CONTRACT IS

SIGNED.

• SHALL ORDINARLY BE REFUNDED WITHIN 3 MONTHS

AFTER EXPIRY OR TERMINATION OF CONTRACT


Commission payable

The maximum commission payable to the agent/agency will be

30% for realization of over 3 month up to 3 year old

outstanding dues with value between Rs. 1000/- and 20,000/-

against closed connections of private customers of Basic

telephones, WLL, Telex, Private wires/Circuits and CMTS

Post paid. This should be clearly indicated in the bid

document.


Additional Incentive Contd.,

• The collection should be done in a period of one

month from the date of allocation of portfolio

Recovery of outstandings made by the agent/agency

(As % of portfolio allocated) Additional incentive

Up to 20% NIL

>20% & up to 30% 3%

>30% & up to 40% 5%

>40% 7%


Other Conditions,

Only accounts more than 3 months and less than 3 years

and outstandings between Rs. 1000 and Rs. 20,000/- should

only be passed to the recovery agent/agency

Accounts with out standing dues less than Rs.1000 and more

Rs. 20000/- shall be pursuaded by BSNL internal teams only

Outstanding dues from Central/State Govt and Defence

should be pursuaded by BSNL internal teams only


Evaluation of performance

• The performance of the recovery agent/agency be evaluated every

month by a committee comprising of SSA Head/IFA DGM(TR) or

CAO(TR).

• If the performance of the recovery agent/agency found

unsatisfactory, the committee shall remove such agent/agency

• The portfolio of accounts allotted to such agent/agency shall either

be offered to L2 bidder at L1 rates or new agent/agency to be

appointed through bidding process.


Authorization for collection

• The recovery agency/agent shall be issued an identity card and

also authorisation letter.

• It should be mentioned prominently on the authorisation letter

that the agent/agency is authorised to collect the outstanding

BSNL dues BY CHEQUE/DD only and NOT IN CASH

• If customer insists cash payment, it may be made at BSNL

counters only.


Periodical Review of outstandings

• Every month there will be new outstanding cases generated that

exceeds more than 3 months age.

• Such cases should also be passed on to agencies that have been

allocated the 3-6 months bucket.

• This should be done 3 months at a stretch. During this time the no.

of accounts in bucket keep on increasing

• After 3 months the accounts should be shifted to the next bucket.

• Accounts will be moved from 3-6 month bucket to 6-12 month

bucket at the end of every quarter. Similarly they will move over

from 6-12 month bucket to next bucket


Creation of Internal Teams & Systems

• DEDICATED TEAM OF PEOPLE REQUIRED TO

SUPPORT AND DRIVE THE EXTERNAL AGENCIES.

THE TEAM SHOULD REPORT TO THE IFA OF SSA.


Creation of Internal Teams & Systems

• DEDICATED TEAM OF PEOPLE REQUIRED TO

SUPPORT AND DRIVE THE EXTERNAL AGENCIES.

THE TEAM SHOULD REPORT TO THE IFA OF SSA.


Action to be taken by internal Teams

• Collection Agencies should provide daily reports (Hard & Soft

copy) to the IFA of SSA.

• BSNL should provide collecton agencies on daily basis on accounts

that have been paid up at BSNL cash counters to avoid pursuation

of such cases by collection agencies

• Query handlers to have access on terminals to answer questions

from field agents on real time.


National Roolout Team Structure

At Corporate Office

Project Sponsor(Collections) - E.D (Finance)

Project Champion (Collections) - GM(Finance), CFA

Project Manager (Collections) - DGM/AGM(Fin)

Collection Team - 3 JAOs

Project Manager to manage complete PMO for the initiave


National Rollout Team Structure-contd

At Circle Level

Project Championollection - CGM

Circle Head Collections -PGM/GM(Finance)

Project Manager Circle Collections -DGM(TR)/CAO(TR)

Collection Team -1-2 AO/JAO

PM(Circle) to manage exercise for the SSAs in their Circles


National Rollout Team Structure-contd

AT SSA Level

SSA Head - PGM/GM

Project Manager SSA Collections - IFA

Collection Team - 6-7 people

PM(SSA) to drive initiative at the ground level


Internal Team Structure at SSAs

1. Agency Manager - DGM/CAO as per availability

2. Database Manager (Billing packages) - CAO/AO

3. Query Handlers - SS/TOA

4. Enterprise/Govt Account Manager - CAO/AO


Code of Conduct

• Mechanisms in place to ensure that collection agents follow proper

code of conduct as per TRAI guide lines & BSNL Guide lines.

• The security Deposit shall get forfeited and contract cancelled for any

act of high handedness of the agent/agency.

• The recovery agent/agency shall be held personally responsible for

any damage caused to the customer while pursuing the recovery of

dues.

• Any serious complaint that is substantiated shall result in immediate

cancellation of contract including blacklisting of agent/agency.


Documents

Market Scenario & BSNL status · project named “PROJECT KUBER” has been launched in Pune Telecom District as part of Project Shikhar. Later this was ... percentage to be charged