SMART WORKING PRACTICES IN KERALA CIRCLE

Concepts of Smart Working

CategorizationDifferentiationOptimisationLeveraging

CategorisationAcross the organisation involves classification of

entities like customers, internal resources, network elements system etc.Differentiation

Assigning priority to different categories based on objectivesOptimisation Effective utilization of resources to achieve maximum out putLeveraging

Tools based on IT for effective implementation/ monitoring

‘This concept is being liberally used in Kerala Circle’

Categorisation

• Classification of entities like–Customers– Internal resources–Network elements– Systems–Potential areas–Products and Services–BTSs…

Differentiation

• Assigning priority to– High ARPU customers– High traffic BTS– High revenue Exchanges– High revenue pillars– High Fault rate pillars

Optimization

• Effective utilization of resources– Allocation of resources to High priority tasks like

5pair cable, drop wire, rehabilitation activities– Ensuring healthy battery, ring protection etc. to

VHT and HT BTS– Instrument and modem recovery– Tailor made training activities

Leveraging

• IT tools– Dash board– Fault monitoring– Best plan selector– Expenditure control

• Area Covered– Kerala– Lakshadweep– Mahe

• Area Served: 38905 Sq KM• Population: 33.36 Million– 24.84 Million Rural– 8.52 Million Urban

Kerala Telecom Circle

11 Major SSAs

1 Minor SSA –Lakshadweep

11 Major SSAs

1 Minor SSA –Lakshadweep

58 SDCAs

5 SSAs (TVM, KTM, EKM,CLT and

TCR) are headed by PGMs

6 SSAs are headed by GMs

Kerala Telecom Circle

Market share of BSNL in Kerala Circle As on 31st July 2013, BSNL Kerala has an over all Market share of 31.66 % -First Position among all operators.

Operator July'12 Oct'12 Jan'13 Apl'13 July'13

BSNL 27.4 28.8 30 31.6 31.66Bharti Airtel 9.88 9.77 9.87 10.54 10.54

Reliance 11.72 9.61 8.32 8.87 8.87

Vodafone 15.89 16.62 17.17 18.37 18.68

Idea 20.34 21.15 22.01 23.47 23.88

Tata Indicom 6.38 6.22 5.67 5.42 5.02

Kerala Circle is the Best performing Circle in BSNL with a revenue share of

9.72%. (Excluding the EB revenue billed centrally)

-Kerala – Rs778 Cr ( EB 7 Cr) Maharashtra Rs 1016 Cr (EB

249 Cr)

REVENUE TARGETS & ACHIEVEMENT FOR 2013-14 (Up to August) (Amount in Crores of Rs.)

ANNUAL TARGET

PROPORTIONATE TARGET

ACIEVEMENTUP TO THE MONTH

% ACHIEVEMENT

BASIC PLUS 632.00 263.33 211.51 80.32

BROADBAND 521.84 217.43 178.23 81.97FTTH 0 0 1.35 IUC 358.09 149.20 128.88 86.38

CFA 1511.93 629.97 519.97 82.54

EB 108.00 45.00 8.74 19.42GSM 1221.76 509.06 434.68 85.39CDMA 49.35 20.56 20.26 98.54WIMAX 17.21 7.17 6.11 85.22CM 1288.30 536.79 461.05 85.89NB 18.17 7.57 4.95 65.39GR. TOTAL 2926.42 1219.33 994.71 81.58

SEGMENT WISE REVENUE COMPARISON 2013-14 Vs 2012-13 (Up to August) (Amount in Crores of Rs.)

2013-14 2012-13 DIFF % VARIATIONBASIC PLUS 211.51 254.01 -42.50 -16.73BROADBAND 178.23 147.14 31.09 21.13BASIC PLUS+BB 389.75 401.16 -11.41 -2.84IUC 128.88 137.06 -8.18 -5.97FTTH 1.35 0.59 0.76 128.81CFA 519.98 538.81 -18.83 -3.49CIRCUIT (EB) 8.74 4.72 4.02 85.17GSM POSTPAID 50.22 49.64 0.58 1.17GSM PREPAID 384.46 335.52 48.94 14.59GSM TOTAL 434.68 385.16 49.52 12.86CDMA (POST+PRE) 20.26 24.95 -4.69 -18.80WIMAX 6.11 3.34 2.77 82.93CM 461.05 413.45 47.60 11.51INFRA 4.95 2.09 2.86 136.84CM (Incl. Infra) 466.00 415.54 50.46 12.14GR.TOTAL 994.72 959.07 35.65 3.72

Profitability of Kerala Circle - TrendProfitability of Kerala Circle - TrendBSNL KERALA CIRCLE FINANCIAL PERFORMANCE

Particulars 2007-08 2008-09 2009-10 2010-11 2011-12 2012-13Total Income 3194.66 2774.65 2546.3 2469.93 2538.64 2618.31

Profit 806.52 509.4 156.21 76.97 149.19 286.58

Trend * 806.52 509.4 156.21 76.97 149.19 286.58

Particulars 2011-12 2012-13

INCOME FROM SERVICE 2416.76 2554.19

OTHER INCOME 114.83 64.12

TOTAL INCOME 2531.59 2618.31

EMPLOYEE SALARY 806.83 789.83

ADMN. EXPENSES 999.14 1058.81

DEPRECIATION 582.98 512.04

FINANCIAL EXPENSES 0.49 0.05

TOTAL EXPENSES 2389.44 2360.73

PROFIT FOR THE YEAR 142.15 257.58

PRIOR PERIOD ADJ 7.05 29.00

NET PROFIT 149.20 286.58

PROFIT AND LOSS ACCOUNT (RS. IN CRORES)

Tele Density with BSNL connections as on

31.07.2013

30.80 per 100 population for BSNL Rural - 20.29 Urban – 61.67

97.29 per 100 population including Private Operators.

Achievements in 2013-14 (up to 31.08.2013)

28,484 New Wire line connections and 12,930 New WLL connections have been

provided.8,518 New WIMAX connections have been

provided 2,99,121 New Cellular connections provided. 187.73 Kms of OFC laid.

Mobile serviceMOBILE SERVICES

OPERATOR WISE GSM ADDITIONS IN KERALA FY 2013-14up to AUG 2013 (AS PER COAI)

Port-In Port-out NetAs on

31-03-2013 6,25,280 1,62,930 462330AchievementApr-Aug 2013 88,796 29,929 58,867

Cum. Achievement

up to 31-8-2013 7,14,076 1,92,879 5,21,197

MNP ACHIEVEMENT 2013-14

Land line

Equiped capacity

Land line working Conn

% Loading

Waiting List

Gross

Surrender / Non payment

Disconnection ratio

Maharashtra 1 Kerala 1 Kerala 1 Maharashtra 1 W. Bengal 1 UP(W) 1 NE-I 1

Kerala 2 Maharashtra 2 Chennai 2 Kerala 2 Andhra Prad 2 Maharashtra 2 UP(W) 2Andhra Prad 3 Andhra Prad 3 Kolkata 3 Gujarat 3 Karnatak 3 W. Bengal 3 Uttranchal 3Karnatak 4 Karnataka 4 Andhra Prad 4 Karnatak 4 Maharashtra 4 Andhra Prad 4 UP (E) 4Gujarat 5 Tamilnadu 5 J & K 5 Tamilnadu 5 Tamilnadu 5 Karnatak 5 Kolkata 5

Tamilnadu 6 Gujarat 6 Karnatak 6 Rajasthan 6 Kerala 6 Gujarat 6Himachal Pradesh 6

Punjab 7 Punjab 7 UP (E) 7 J & K 7 Punjab 7 Tamilnadu 7 J & K 7Rajasthan 8 Kolkata 8 Tamilnadu 8 Andhra Prad 8 Rajasthan 8 UP (E) 8 Gujarat 8

UP (E) 9 UP(E) 9 Himachal Pr 9 Haryana 9 Gujarat 9 Kerala 9 Haryana 9Kolkata 10 Rajasthan 10 Gujarat 10 Jharkhand 10 Chennai 10 Punjab 10 Maharashtra 10

Madhya Pr. 11 Chennai 11 Madhya Pr. 11 Kolkata 11 UP(W) 11 Rajasthan 11 Kerala 11W. Bengal 12 Madhya Pr. 12 Maharashtra 12 NE-I 12 Madhya Pr. 12 NE-I 12 Punjab 12UP(W) 13 W. Bengal 13 Orissa 13 W. Bengal 13 Haryana 13 Kolkata 13 Orissa 13Chennai 14 Haryana 14 Rajasthan 14 UP (E) 14 UP (E) 14 Uttranchal 14 NE-II 14Haryana 15 UP(W) 15 NE-I 15 Punjab 15 Orissa 15 Haryana 15 Karnataka 15Orissa 16 Orissa 16 Punjab 16 A & N 16 Bihar 16 Chennai 16 Andhra Prad 16Bihar 17 Himachal Pr 17 Haryana 17 Assam 17 Kolkata 17 Himachal Pr 17 Rajasthan 17Assam 18 Bihar 18 Uttranchal 18 Bihar 18 J & K 18 Madhya Pr. 18 Tamilnadu 18Himachal Pr 19 J & K 19 Chhattisgarh 19 Chhattisgarh 19 Assam 19 Orissa 19 Chennai 19Jharkhand 20 Assam 20 W. Bengal 20 Himachal Pr 20 Himachal Pr 20 J & K 20 Jharkhand 20Uttranchal 21 Uttranchal 21 Bihar 21 Madhya Pr. 21 Uttranchal 21 Bihar 21 A & N 21Chhattisgarh 22 Jharkhand 22 UP(W) 22 NE-II 22 Jharkhand 22 Assam 22 Chhattisgarh 22

J & K 23 Chhattisgarh 23 Assam 23 Orissa 23 Chhattisgarh 23 Jharkhand 23Madhya Pradesh 23

NE-I 24 NE-I 24 A & N 24 Uttranchal 24 NE-I 24 NE-II 24 Bihar 24NE-II 25 NE-II 25 NE-II 25 UP(W) 25 NE-II 25 Chhattisgarh 25 Assam 25A & N 26 A & N 26 Jharkhand 26 Chennai 26 A & N 26 A & N 26 W. Bengal 26

WLL

Equiped capacity

WLL working Conn

% Loading

Gross

Surrender / Non payment

Disconnection ratio

Kerala 1 UP(E) 1 UP (E) 1 UP (E) 1 UP(W) 1 UP(W) 1

Maharashtra 2 Kerala 2 NE-II 2 W. Bengal 2 Karnatak 2 Orissa 2

Madhya Pr. 3 Rajasthan 3 NE-I 3 Kerala 3 W. Bengal 3 Karnataka 3

Karnatak 4 Karnataka 4 Chhattisgarh 4 Andhra Prad 4 Kerala 4 Kolkata 4

Rajasthan 5 Maharashtra 5 Bihar 5 Rajasthan 5 UP (E) 5Himachal Pradesh 5

Andhra Prad 6 Chhattisgarh 6 Jharkhand 6 Bihar 6 Maharashtra 6 Uttranchal 6Tamilnadu 7 Gujarat 7 Assam 7 Maharashtra 7 Bihar 7 Chennai 7UP (E) 8 Bihar 8 A & N 8 Gujarat 8 Rajasthan 8 Maharashtra 8

Gujarat 9 Jharkhand 9 J & K 9 NE-II 9 Andhra Prad 9Madhya Pradesh 9

W. Bengal 10 Tamilnadu 10 Gujarat 10 J & K 10 Gujarat 10 Kerala 10Punjab 11 Assam 11 Rajasthan 11 Madhya Pr. 11 Madhya Pr. 11 Chhattisgarh 11

Assam 12 Madhya Pr. 12 Kerala 12 Tamilnadu 12 Tamilnadu 12 Punjab 12Orissa 13 Andhra Prad 13 Himachal Pr 13 Assam 13 Orissa 13 Haryana 13Bihar 14 NE-II 14 Orissa 14 Karnatak 14 J & K 14 W. Bengal 14UP(W) 15 NE-I 15 Karnatak 15 Jharkhand 15 Punjab 15 Tamilnadu 15Chhattisgarh 16 J & K 16 Uttranchal 16 UP(W) 16 Jharkhand 16 Gujarat 16Jharkhand 17 Orissa 17 UP(W) 17 Punjab 17 Uttranchal 17 J & K 17Kolkata 18 W. Bengal 18 Tamilnadu 18 Chhattisgarh 18 Assam 18 NE-I 18Haryana 19 Himachal Pr 19 W. Bengal 19 Haryana 19 Kolkata 19 Rajasthan 19J & K 20 UP(W) 20 Maharashtra 20 Uttranchal 20 Haryana 20 Bihar 20Himachal Pr 21 Uttranchal 21 Andhra Prad 21 NE-I 21 Chhattisgarh 21 Andhra Prad 21Uttranchal 22 Punjab 22 Chennai 22 Himachal Pr 22 Himachal Pr 22 UP (E) 22NE-II 23 Kolkata 23 Punjab 23 Chennai 23 NE-I 23 Jharkhand 23NE-I 24 Haryana 24 Madhya Pr. 24 Orissa 24 Chennai 24 Assam 24Chennai 25 Chennai 25 Kolkata 25 Kolkata 25 A & N 25 A & N 25A & N 26 A & N 26 Haryana 26 A & N 26 NE-II 26 NE-II 26

GSM

Equiped capacity

GSM working Conn

% Loading

Gross

Surrender / Non payment

Disconnection ratioTamilnadu 1 UP(E) 1 Orissa 1 Andhra Prad 1 Bihar 1 Chennai 1UP (E) 2 Andhra Prad 2 Kolkata 2 Karnatak 2 W. Bengal 2 W. Bengal 2Maharashtra 3 Tamilnadu 3 UP (E) 3 UP(W) 3 Madhya Pr. 3 Maharashtra 3

Andhra Prad 4 Kerala 4 Andhra Prad 4 Orissa 4 UP(W) 4 Bihar 4

Kerala 5 Karnataka 5 Rajasthan 5 Tamilnadu 5 Karnatak 5 Uttranchal 5

Karnatak 6 Maharashtra 6 NE-I 6 Kerala 6 Andhra Prad 6 Jharkhand 6

Gujarat 7 Rajasthan 7 Kerala 7 Bihar 7 Maharashtra 7Himachal Pradesh 7

Rajasthan 8 Orissa 8 Karnatak 8 Madhya Pr. 8 Orissa 8Madhya Pradesh 8

Punjab 9 Punjab 9 Haryana 9 Rajasthan 9 Himachal Pr 9 NE-II 9Madhya Pr. 10 Gujarat 10 Himachal Pr 10 Punjab 10 Punjab 10 Haryana 10W. Bengal 11 UP(W) 11 UP(W) 11 J & K 11 Rajasthan 11 Punjab 11UP(W) 12 Madhya Pr. 12 Punjab 12 Haryana 12 Tamilnadu 12 UP(W) 12Haryana 13 Haryana 13 Uttranchal 13 Assam 13 Haryana 13 Assam 13Bihar 14 W. Bengal 14 NE-II 14 Himachal Pr 14 Assam 14 UP (E) 14Orissa 15 Kolkata 15 Tamilnadu 15 Chhattisgarh 15 Jharkhand 15 Karnataka 15Chhattisgarh 16 Bihar 16 Maharashtra 16 UP (E) 16 Uttranchal 16 Rajasthan 16Chennai 17 Chhattisgarh 17 Madhya Pr. 17 NE-II 17 UP (E) 17 Kolkata 17Jharkhand 18 Jharkhand 18 W. Bengal 18 Uttranchal 18 NE-II 18 Orissa 18Kolkata 19 Chennai 19 Gujarat 19 Jharkhand 19 J & K 19 Tamilnadu 19Assam 20 Himachal Pr 20 Bihar 20 NE-I 20 Chennai 20 A & N 20

J & K 21 Uttranchal 21 Jharkhand 21 Gujarat 21 Kolkata 21Andhra Pradadesh 21

Himachal Pr 22 Assam 22 J & K 22 Kolkata 22 A & N 22 J & K 22

Uttranchal 23 J & K 23 Chhattisgarh 23 A & N 23 Kerala 23 Gujarat 23NE-I 24 NE-I 24 Assam 24 Maharashtra 24 Gujarat 24 NE-I 24

NE-II 25 NE-II 25 Chennai 25 W. Bengal 25 NE-I 25 Kerala 25A & N 26 A & N 26 A & N 26 Chennai 26 Chhattisgarh 26 Chhattisgarh 26

Broad band

Equiped capacity

working Conn

% Loading

Achievement

Karnatak 1 Karnatak 1 Tamilnadu 1 Kerala 1Andhra Prad 2 Kerala 2 Punjab 2 Madhya Pr. 2Kerala 3 Andhra Prad 3 Haryana 3 UP(W) 3

Maharashtra 4 Maharashtra 4 Orissa 4 Punjab 4

Gujarat 5 Tamilnadu 5 Kerala 5 Rajasthan 5Tamilnadu 6 Gujarat 6 Chennai 6 Maharashtra 6

UP (E) 7 Chennai 7 Maharashtra 7 Tamilnadu 7Chennai 8 Punjab 8 Madhya Pr. 8 J & K 8Kolkata 9 Rajasthan 9 Rajasthan 9 UP (E) 9Rajasthan 10 Madhya Pr. 10 Andhra Prad 10 NE-I 10Punjab 11 Kolkata 11 Karnatak 11 Jharkhand 11Madhya Pr. 12 UP (E) 12 NE-I 12 Himachal Pr 12UP(W) 13 Haryana 13 Uttranchal 13 Bihar 13Bihar 14 UP(W) 14 Gujarat 14 NE-II 14Haryana 15 Orissa 15 A & N 15 Haryana 15W. Bengal 16 W. Bengal 16 UP(W) 16 W. Bengal 16Orissa 17 Bihar 17 Chhattisgarh 17 A & N 17Jharkhand 18 Jharkhand 18 Himachal Pr 18 Orissa 18Assam 19 Chhattisgarh 19 J & K 19 Assam 19

Chhattisgarh 20 Uttranchal 20 Kolkata 20 Chhattisgarh 20Himachal Pr 21 Assam 21 W. Bengal 21 Uttranchal 21J & K 22 Himachal Pr 22 Assam 22 Kolkata 22Uttranchal 23 J & K 23 Jharkhand 23 Chennai 23NE-I 24 NE-I 24 UP (E) 24 Karnatak 24NE-II 25 NE-II 25 NE-II 25 Gujarat 25A & N 26 A & N 26 Bihar 26 Andhra Prad 26

DATA Services Working connBroad band

FTTH

3-G

EVDO

Wi-max

Karnatak 1 Gujarat 1 UP (E) 1 W. Bengal 1 Kerala 1

Kerala 2 Andhra Prad 2 Maharashtra 2 Kerala 2 Punjab 2Andhra Prad 3 Chennai 3 Punjab 3 Assam 3 Tamilnadu 3Maharashtra 4 Karnatak 4 Tamilnadu 4 Madhya Pr. 4 Orissa 4Tamilnadu 5 Rajasthan 5 Karnatak 5 Kolkata 5 UP (E) 5

Gujarat 6 Kerala 6 Andhra Prad 6 Karnatak 6 UP(W) 6Chennai 7 UP(W) 7 Rajasthan 7 Tamilnadu 7 Bihar 7Punjab 8 Tamilnadu 8 Haryana 8 Maharashtra 8 Andhra Prad 8Rajasthan 9 Haryana 9 Bihar 9 Rajasthan 9 Karnatak 9

Madhya Pr. 10 Punjab 10 Kerala 10 UP(W) 10 Assam 10Kolkata 11 Maharashtra 11 Chennai 11 J & K 11 Himachal Pr 11UP (E) 12 Madhya Pr. 12 Gujarat 12 NE-I 12 NE-I 12Haryana 13 UP (E) 13 UP(W) 13 Chhattisgarh 13 Uttranchal 13UP(W) 14 Bihar 14 Orissa 14 UP (E) 14 J & K 14Orissa 15 Chhattisgarh 15 W. Bengal 15 Orissa 15 Jharkhand 15W. Bengal 16 Assam 16 Jharkhand 16 A & N 16 NE-II 16Bihar 17 Kolkata 17 Madhya Pr. 17 Gujarat 17 Madhya Pr. 17Jharkhand 18 Orissa 18 Himachal Pr 18 Jharkhand 18 Haryana 18Chhattisgarh 19 Uttranchal 19 Uttranchal 19 Uttranchal 19 Chennai 19Uttranchal 20 Jharkhand 20 Kolkata 20 Chennai 20 W. Bengal 20Assam 21 J & K 21 Assam 21 NE-II 21 Chhattisgarh 21Himachal Pr 22 NE-I 22 Chhattisgarh 22 Haryana 22 Rajasthan 22J & K 23 Himachal Pr 23 NE-II 23 Himachal Pr 23 Gujarat 23NE-I 24 W. Bengal 24 NE-I 24 Bihar 24 Maharashtra 24NE-II 25 A & N 25 A & N 25 Punjab 25 A & N 25A & N 26 NE-II 26 J & K 26 Andhra Prad 26 Kolkata 26

CUSTOMER RELATIONS

CUSTOMER CATEGORIZATIONCustomers are categorized based on ARPU. Differentiated service Faster Fault Clearance for HIGH ARPU Customers

Land Line + Broad band

ARPU No of CUSTOMERS PERCENTAGE

Class A >5000 3,662 0.12

Class B 2000 to 4999 32,773 1.13

Class C 1000 to 1999 1,81,072 6.26

Class D 500 to 999 6,08,710 21.07

Class E 250 to 499 10,90,911 37.76

Class F <250 9,71,239 33.62

Total 28,88,367

GSM (Prepaid) ARPU No of CUSTOMERS PERCENTAGE

Class A >550 2,03,156 4.6

Class B 350 to 549 3,75,670 8.4

Class C 250 to 349 4,77,551 10.7

Class D 180 to 249 6,39,319 14.4

Class E 110 to 179 9,01,221 20.3

Class F <110 18,51,551 41.6

Total 44,48,468

GSM (Postpaid) ARPU No of CUSTOMERS PERCENTAGE

Class A >1000 22,200 8.8

Class B 750 to 1000 36,000 14.3

Class C 500 to 749 42,000 16.6

Class D 250 to 499 50,000 19.8

Class E 100 to 249 60,000 23.8

Class F <100 42,200 16.7

Total 2,52,400

WLL (Prepaid) ARPU No of CUSTOMERS PERCENTAGE

Class A >500 544 7.5Class B 250 to 499 450 6.2Class C 200 to 249 1,140 15.7Class D 150 to 199 150 2.1Class E <150 4,983 68.6Total 7,267

WLL (Postpaid) ARPU No of CUSTOMERS PERCENTAGE

Class A >500 20,700 8.1Class B 250 to 499 24,000 9.4Class C 150 to 249 40,000 15.7Class D <150 1,70,000 66.7Total 2,54,700

Wi-Max ARPU No of CUSTOMERS PERCENTAGE

Class A > 1000 1,561 8.3Class B 750 to 999 8,172 43.3Class C 500 to 749 4,438 23.5Class D 250 to 499 2,728 14.5Class E < 250 1,957 10.4Total 18,856

LOYAL CUSTOMERS

Onam greetings and appreciation was conveyed through letter to LL customers (2.4 lakh) having association more than 20 yearsOnam greeting by SMS was sent to all GSM customers

LIFE No. OF CUSTOMERS

PERCENTAGE

< 1 Year 9,4278 3.26

1 to 5 Years 2,51,478 8.7

5 to 10 Years 6,20,960 21.5

10 to 20Years 16,81,532 58.22

20 to 30 Years 1,70,023 5.89

30 to 40 Years 44,232 1.53

40 to 50 Years 15,373 0.53

> 50 Years 10,491 0.36

Customer Retention CellFormed in SSAs and Circle OfficeTo bring back the disconnected customersPriority given to high ARPU customersCustomers are guaranteed quality service

Customer category Customers Approached Willing Customers

Class A 148 45

Class B 402 36

Class C 1,450 28

Class D 5,727 139

Total 7,727 248

Customer Relation Managers

Calling/Visiting the customers periodicallyAddressing the customer requirements personally Responding promptly to the customer needsEnsuring quality service

CRM(Designated Officer)

Customer class ARPU

DE CLASS A >5000SDE CLASS B 2000 to 5000JTO CLASS C 1000 to 2000

Customer Service CentersCompany owned sales outletsActivities for improved ambience

Improved visibility Better accessibility Token system for Queue management More space for customers (30:70) Comfortable seating arrangements Amenities like drinking water Experience centers …

CSC Upgradation activitiesCAT-1 CAT-2 CAT-3

Total-20 Total-64 Total-181

Token System ALL ALL 40

Visibility/Accessibility 15 50 90

Seating arrangement ALL ALL 40

Space utilization ALL 40 40

Experience Centers 19 40 --

Amenities ALL 60 89

Plan Selector PackageIT tool developed to assist the CSC personnelSuggests the most suitable plan for a

particular customer requirementBest suited plans for BB,3G Suggests both fixed and wireless solutionsSelection process made easy for Customer

Call CentersOpened in all SSAs with IVRS Solutions for all servicesMinimum of 5 positionsTrained and motivated staff deployedInteraction in regional languageManned from 08.00am to 08.00pm

Exit interviewsDone to dissuade the customers from dis-

connectionHelps to identify and promote popular plan

packageMNP - UPC generated customers are

interviewed and efforts made to redress the reasons for porting out.

FOCUSED MARKETING

Product categorization Various services provided are not being pitched one

against the other while marketing Priority for marketing high ARPU products

Service ARPU April to August

GROSS NET

FTTH 1,909 1,965

WIMAX 648 9,465 6,636

Broad Band 568 74,659 27,819

GSM Post paid 408

CDMA EVDO 384 1,243 351

CDMA WLL 156 10,640 -23,088

Land Line 132 28,057 -56,083

GSM Prepaid 101 4,16,883 2,99,121

Customer profiling Initiated the profiling of existing customers

Provides valuable data for effective marketingNeeds of a particular profile group can be identifiedGroups like Doctors, Advocates, IT Professionals has

been identified for selling data servicesReach out to potential customers based on profile Dissemination of focused product information

The existing market is being segmented efforts made to improve revenue from highest

revenue earning segment

Data ServicesIdentified High ARPU (Class A, B) customers in

LL who have not availed BB services Plan to approach these customers and

promote FTTH, WIMAX, BB services Similarly customers in GSM who are not

availing data services are being identified and efforts on to market data plans

Broad band PenetrationBB penetration has been increased from 20%

to 22%. Plan to increase BB Penetration to 30%Exchange wise BB penetration analyzed

Melas and campaigns launched to improve the penetration.

Exchanges with high BB market potential are being identified specifically for this drive.

High rise buildingsHigh rise buildings (both residential and

commercial), villas, malls, commercial complexes etc., are being identified well in advance

Efforts are being made to ensure availability of services like FTTH and GSM by the time of occupancy.

Business Intelligence UnitFormed in Circle and in all SSAsTo obtain first-hand knowledge of the market

trend and service issuesProvides vital data on the strength and

weakness of the competitorsECT proposal moulded as per suggestionsMarketing strategies fine tuned accordingly

BIU ActivitiesSuggestions regarding STV's- Flexy recharge option for GPRS STV's

Implemented

GPRS recharge to be made via CTOPUP also (Now, only through SMS)

Implemented

Suggestions for tariff revision of Circle plans

Implemented from 01-08-2013

Full talk value for any one denomination

Implemented

Retailer promotion scheme for MNP

Spl CAF commission provided for 90 days from 1-7-2013

2G data plans should be provided with Ctop up also

Implemented

BIU ActivitiesPacks of denominations starting from Rs 5/- which offers free I/C calls on roaming for 1 day up to a week. BSNL should also introduce free roaming packs for short duration at affordable rate.

New roaming free STVs introduced from 15-07-2013 with incoming free and all O/G calls @1.5ps/sec including MTNL area. STV5 - validity 1day STV67 - validity 30days. It can be activated through Ctop up/SMS.

Facility should be introduced to activate GPRS through Ctop up/ flexi

Implemented from 22-07-2013

Most of the competitors are offering ISDN PRI with 1 minute pulse. We are offering 3 minute pulse. Customers wants 1 minute pulse.

Vide Corporate office Lr no.3-4/2013-R&C[CFA] dtd 11-6-2013 ISDN PRI Tariff has revised.

BIU ActivitiesVodafone plan is 700 minutes local +STD free . Other operators are offering this facility. A special CUG plan may be introduced with some STD calls free

At present we have not implemented National CUG.It is likely to be implemented within 2 months (decided in the south zone review meeting).

Suggestions regarding STV's a) Standardisation of Keywords c) Auto renewal for STV's

a) Being examined c) Not feasible in the current IN version

Unlimited Data plans for GPRS/ 3G Prepaid

not feasible in IN

Facility to know current offers through SMS/ USSD service

The case has been taken up and will be implemented soon

BIU ActivitiesInclusion of Oman & Muscat in ISD STV along with Saudi Arabia & UAE

The case has been taken up with Corporate office and the same is not accepted.

Prepaid Wimax service not available

Case is under process

Date/time wise usage details availability through internet on Wimax

Case is taken up with Corp.office

Plans to be provided with paired U SIMs

Proposal for conversion of bundled plans to FRC plans has been taken up with Corporate office.

Other operators are giving ful talk time for 110 and above

Case has already taken up with Corp.office.

Quality of Service

Expert GroupsExpert group formed in all technologies

Switch MaintenanceExternal Plant MaintenanceTransmission MaintenanceMobile systems Maintenance

Maintenance philosophy of all Operational aspects, Best practices and procedures to be adopted were suggested

Has ensured uniformity, efficiency and faster restoration.

Switching Network Management SystemIT tool developed for testing of lines Automating switch commands for line testingLines of Class A and B testedResults analyzed and efforts made to improve

the line conditionBetter Service quality to the high ARPU

customersLine parameters of BB customers are being

improved

Operational ParametersSoftware for parameter analysis based on CDR

data Monitoring day to day activities

LL NPC/Closure/Shift/FaultsBB Provisioning/Closure

LL , BB faults Class wise Pendency Repeat fault continuously

Monitored down to the section levelEasily identify divisions which need more

attention

High revenue exchangesTotal revenue from an exchange has been

arrived at, categorized and actions initiatedPriority planned for upgradation/maintenance of

internal/external plantSimilar exchanges under different divisions are

being compared for identifying the means to increase revenue

High revenue pillarsPillars under an exchange are classified based

on the total revenue generated from the pillarPillar rehabilitation is being initiatedCable network of the pillar area is being given

prime importance

Worst (Fault prone) pillarsPillars having maximum number of faults

booked againstPriority has been assigned to these pillars for

rehabilitation works.

BTS CategorizationBTS categorized based on traffic handling

capacity

Ensured that MTTR of high traffic BTS is low

BTS Category

Traffic (Erlangs) MTTR Target No of Sites

VHT >800 2 hours 459

HT 500 to 800 2 hours 1,076

MT 200 to 500 3 hours 2,359

LT 100 to 200 4 hours 512

VLT <100 4 hours 121

Action taken on VHT sitesCorrective action is taken to de-congest sites

in a particular category, when over-loadedFault history analyzedRing protection of transmission media is being

plannedRobust power plants providedReplacement of Battery sets Drive test periodically undertaken

Dash Board

• 3600 View of Entire Network performance• Dashboard with vital information has been

developed and access provided to all SSAs. • The Field units and the Circle Office use this as

a tool for improving the managerial efficiency thereby providing quality service.

COLLABORATIVE WORKING

Interactive Sessions/MeetingsOver 100 review meetings were conducted

during the last nine monthsRevitalize and review the operations of each

and every unitsQuarterly review of SSA PerformanceQuarterly Franchisee, VAS content provider

meetings Monthly review of Phase-7 Vendor

performance

Audio ConferencingMonthly Audio conferencing with SSA heads Monitor and review the Operational, Planning,

Sales and Marketing, HR, and Finance Parameters.

Expenditure controlMedical reimbursement scheme monitoring

software package was introduced to keep a watch on the medical expenditure.

Electricity bill comparison package was developed for monitoring and comparing power consumption/expenditure of exchanges.

Material ManagementMaterial utilization module was introduced in

Inventory management system (IMS)Regular auditing of material utilisation by field

unitsMonitor indicator wise utilization of storesStock balance at any point of time Diversions ordered as required

HR MANAGEMENT

HR RedistributionEffective utilization of staff is essential for

revenue maximizationEfforts are being taken to reduce Staff for office

worksAll Telecom Mechanics doing other duties are

being redeployed to externalSr.TOAs are being diverted to CSC and Call

centresAdequate staff have been deployed for

external/marketing activities to take care of the customer needs

Regrouping of Divisions/Sub divisionsIn order to maintain equal work load Exchanges are regrouped such that each Sub-

Division has 10,000 DELs Sub divisions regrouped such that each

Division has 30,000 DELs

STAFF MOTIVATION

Staff MotivationMotivational and Marketing sessions are

being given by CGM to both Executives and Non Executives

All SSAs are being visited by CGM to motivate and inspire the staff

These sessions are helpful in improving the confidence and performance of employees

Awards and AppreciationsQuarterly award for top three Franchisees for

overall performanceQuarterly award for top three Franchisees for

SIM and Recharge salesQuarterly award for best CSC in each category

at circle level Quarterly award for Best Telecom Mechanic in

the Division

TrainingTraining has been imparted on Customer

relation and product awareness to CSC staff for maintaining cordial relation with customers.

Cable Jointing training has been imparted to Telecom Mechanics to improve their skills.

Executives who are new to external plant are given familiarization courses.

FTPs are also being held for staff at remote Exchanges

TrainingTraining has been initiated for

Franchisees/DSAs at Circle/SSA levelTo impart knowledge of all BSNL ProductsTo familiarize configuration of BB Modems,

Smartphones,datacards etc.To add more momentum to marketing

activities

Training Imparted

Course Courses conducted

No of Trainees

Training for CSC staff 29 854

Cable jointing Training for TMs

12 230

Mobile Product Awareness for Franchisees /DSAs

3 76

Mobile Product Awareness for Staff

3 34

Employee Incentive SchemeTo promote competitive spirit among the

staff, Employee Incentive Scheme Introduced in all SSAsIndividual targets have been assigned and

achievement monitored Accordingly Awards, Incentives, Appreciation

etc are dispersed.

Thank you