For internal circulation of BSNL only
E2-E3
E&WS TECHNICAL
Project Kuber
For internal circulation of BSNL only
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.
For internal circulation of BSNL only
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.
For internal circulation of BSNL only
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
For internal circulation of BSNL only
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
For internal circulation of BSNL only
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
For internal circulation of BSNL only
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
For internal circulation of BSNL only
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
For internal circulation of BSNL only
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
For internal circulation of BSNL only
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 2: B1,A2 Portfolio 8 : B3,A2
Portfolio 3: B1,A3 Portfolio 9 : B3,A3
Portfolio 4: B2,A1 B denotes Age & A denotes Area
Portfolio 5: B2,A2
Portfolio 6: B2,A3
For internal circulation of BSNL only
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
For internal circulation of BSNL only
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
For internal circulation of BSNL only
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
For internal circulation of BSNL only
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.
For internal circulation of BSNL only
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%
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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
For internal circulation of BSNL 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.
For internal circulation of BSNL only
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.
For internal circulation of BSNL 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
For internal circulation of BSNL only
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.
For internal circulation of BSNL only
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.
For internal circulation of BSNL only
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.
For internal circulation of BSNL only
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
For internal circulation of BSNL only
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
For internal circulation of BSNL only
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
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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
For internal circulation of BSNL only
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.
For internal circulation of BSNL only