To,
Shri KulDeep Goyal.
Honorable CMD, BSNL
3rd Floor-Bharat Sanchar Bhavan
Jan path Road, New Delhi -110001.
Subject:Suggestions on various issues pertains to BSNL interest at & HRD to initiate at BSNL H.Q. for in time, appropriate decisions.
Letter No:SNEA/Guj/07-08/07b08 dated 03 / 07 /2008.
Respected Sir,
Sir We takes an opportunity to welcome your good on the land of our “father of nation” Mahatma Gandhi and “Iron man” Sardar V.Patel.
At the same time we feel immense pride that we have got many opportunities to have bilateral dialog with your good self pertain to our organization & cadre interest, during your working in Gujarat telecom circle in various significant capacities.
On this important moment we would like to express our views on various points related to our BSNL interest. The issues are as under.
(1)Operation related issues:-
(1a)Charging IUC @60 paise from VSNL, RIL NLDO for “STD calls from their WLL” as per the recent judgment Of Honorable Supreme court:-
In light of the Hon’ble Supreme court judgment we would like to once again elaborate the issue as under.
TTSL and RIL launched WLL service way back. Both the operators were providing WLL services with limited / roaming mobility to the customer. Hon’ble Supreme Court recently held that “all the calls originated from such limited mobile service instrument should be considered as calls from WLL mobile instead of calls from fixed line”. Accordingly both the operators paid approx Rs. 700 crores to BSNL for as arrears @30 paise per minute for calls originated and terminated in local network from this WLL instruments.
More over during erstwhile IUC regime, two trunk groups were created for all the NLDO operators.
(I) FA – Incoming calls from fixed telephone and
(II) FB – Local or STD Incoming calls from mobile (and Such WLL).
Now IUC for call terminated in FA trunk group is 30 paisa per minute while for calls terminated in FB trunk group is 60 paise per minute.
At the same time from the same limited mobile WLL instrument STD calls were also originated and were carried over by the NLDO i.e. VSNL and RIL to the respective SDCA and those calls were ALSO terminated in local network in FA (@30 paise / min) trunk group instead of FB (@60 paise / min) Trunk group.
Based on the same judgment of Hon’ble Supreme court, we need to charge the arrears of difference amount to both the NLDOs (@30 paise / min)for STD calls also, as per FB trunk group for all the respective period, , as these calls were also terminated in FA trunk group. Ahmedabad Telecom district has already completed the process. VSNL has already paid the amount also. RIL has still not paid the same.
We request your good self to issue instruction to all the Circle SSA Heads / SSA Heads to raise the supplementary bill to both, VSNL and RIL (@30 paise / min) for all the respective period.
(1b) Creating RHDEL category in Dot SOFT:-
We would like to submit that, e.g. as per case of our Gujarat Circle during the year i.e. for 2007-08 Gujarat Circle has received only Rs. 40 Crores, against Rs. 210 Crores which were received during the year 2006-07. The amount received is very much low due to the fact that, CCA office ascertains each and every number by dialing the same.
As suggested earlier, if we create the RHDEL category / plan in Dot SOFT and charge the customers accordingly, as we are doing for the numbers declared in RHDEL list, the said report can be directly given or else the connection can be verified directly by CCA office in Dot SOFT, i.e. whether it is working under RHDEL category or not ?
This is very important because, DoT has further given us chance by extending the agreement for one year i.e. 31st March 2009, and we are getting hand some amount of front load subsidy of Rs. 1600 + on new installation and Rs.200 for mtce. Of existing connection.
We request your good self to look into the issue by issuing necessary instructions to all concern including Hyderabad to incorporate necessary changes in Dot SOFT for creating RHDEL category.
(1c) Issue pertains to Disposal /scrape of unusable material:-
Large amount of non-used erected poles and lines (external plant material) occupying valuable space and there is every possibility of pilferage. In addition to that delay in auction cause down fall in the value of materials. Thus, in order to free the space possible pilferage and getting maximum value of the all such material should be immediately scrapped and disposed off. Immediately means should be found regularized the auction by forming scrapping committee at SSAs level.
(1d) Issue pertain to Review in the printing of Telecom Directory which recurring into financial loss:-
At present negative royally and payment based purchase related terms and conditions are taken into consideration for inviting publication of directory tenders. While earlier up to year 1998 the publisher were paying 18% to 20% royalty to the department and they were providing directory free of charge to the customer.
For example, if the (Average)requirement in an SSA is approx. 1 lakhs of directories and the collected amount through advertisement is 1 crore than we are getting 20 lakhs Rupees and free directory.
While at present by comparing this we can conclude that we are loosing 19 lakhs of royalty and have to pay Rs. Approx. 30 Lakhs for 1 lakhs copies. Thus, straight away we are loosing 50 lakhs Rs. for one SSA per year / event. Hence collectively the loss will be in the tune of crores of rupees per annum to BSNL.
Additionally this contract had been awarded for consecutive three years. This is also against the earlier laid guidelines of directory printing once in two years. It is also evident that quality of directory is not improved against the high cost.
In this regard we suggest that our 197 service is to be made more effective by round the clock operation. And the printing of directory should be stopped as no private operators are providing such kind of services which will further also save paper made from trees at the cost of environment
(2) Marketing, Commercial and finanace related issues for users convenience
(2a)Single billing of various services it is too irrespective of SSAs / Circles:
For BSNL convenience as well as to attract keep intact and grow the bulk users who requires or who are utilizing our different services at different SSAs / Circles and there by providing single booking & billing for our smooth and effective billing / collection is very much essential at present.
In this regard as early as possible necessary soft ware is to developed such that by interconnecting our various billing network i.e.DOTSOFT for land line / WLL, Lease lines KENNON for post paid mobile, ERP we may raise single bill for one address for irrespective of our services it is too for irrespective of e SSAs / Circles. Additionally to that we may send such demand notes / bills through e-mail and inform by IVRS / phonically for effective delivery.
(2b)Entertaining users for theirclaims through IVRS e.g. alteration of plans, STD, or billing related:-
Learning by the experience of LKLB, we can lay practice to receive users requests of plan change, billing related various inquiry etc. as far as possible on IVRS.Later on as per CLI, Creation of mass OBs as done in LKLB can be followed unique. At SSAs level. This Service will save our lot of energy on many fronts with full flexibility to users to opt plan without visiting our premises.
More over for confirmation of implementation of user’s request, we may develop the system in such away so that particular category may be linked with specific assigned tone test number. So that on completion of such job from sw.room, the concern users will get tone test on dialing the relevant confirmation (tone test) message (tone).
Same way in future we may also devolve only one toll free number service (IVRS based) as developed by Indian Railways for handling all kind of users call for various services and various type of issues and requirement of opt & cancellation of various facilities.
(2c)Effective utilization of CSCs:-
In present competitive environment it is essential to adopt single window concept at each CSC of all SSAs. In this regard our suggestions are as follows.
Centralized functioning of commercial & TR (Account billing) activity should be decentralized along with empowering the CSC in charge with empowering them by various DOT-SOFT grants of commercial & TR.
In addition to the CSC Incharge concern staff or JAOTR of AOTR also should be posted at CSC premises where ever possible to settle the all possible grievance of users without diverting users.
Working hour of CSCs for all activity including cash/Cheque receipt must be enhanced to 8=00 A.M. To 8=00 PM. Moreover in event of consecutive of two days holiday e.g. Saturday Sunday or Sunday Monday, it is to be decided that except Sunday some staff should be arranged to run CSC activity between 10:00 AM to 05:00 PM.
For enhancing efficiency of CSC staff and to expedite subscriber handling CSCs are to be equipped with certain equipments e.g.Barkod scanner, Fake note detector, note counting machines, Fax, PCs, Printers etc.
(2d) Regularly reviewing and launching of various promotional schemes in B-fone ,Prepaid mobile ,Postpaid mobile , WLL along with NIC(Net work inter face card), EVDO (Evaluation of data only) card:-
To retain and grow our customer base in all of our services, as per prevailing market trend of concern circle various schemes in B-fone, WLL, NIC, EVDO, extra talk time based recharge coupons are require to be review and launched regularly followed by aggressive advertisement.
e.g. in landline- scheme of free / unlimited talks time with additional charge for BSNL landline to BSNL landline as well as landline to BSNL mobile are to be worked out or review.
Same way in case of prepaid recharge vouchers, at the interval of every 3 to 4 months we can launch some promotional schemes with extra talk time (Zero validity).
Same way in case of WLL, NIC, EVDO extension of schemes for unlimited internet access. Etc
(2e) Aggressive advertisement of our all products with uniform theme:-
The necessary publicity with unique / uniform advertisement pertain to recently “rationalized various plans and schemes of B-fone , WLL , Broadband , NIC Card and EVDO (Evaluation of data only) card ,Post paid, Prepaid” etc by highlighting important features is very much essential which is not released in print media despite various attractive alteration made in such services.
(2f)For continuous growth and controlling excess billing complaints we need to introduce some economic plans in business and home category which may have highest charging equivalent to existing unlimited if it’s usage charge cross to charge of unlimited:-
For the convenience of our esteemed users & BSNL, it is required that within the bandwidth limit of unlimited plans of Home & Business category we need to introduce new plans as a permanent solution to avoid excess billing complaints, to enhance growth of BB, it is too without enhancing outstanding.
Sr.no / Details of Home- plans / Tariff and features / Sr.
no / Details of Business-plans / Tariff and features
1 / Band with /speed / 256 kbps
And
512 kbps / 1 / Band with /speed / 256 kbps
And
512 kbps
2 / Minimum monthly fix
charge / Rs 300/-
And
Rs 600/- / 2 / Minimum monthly fix charge / Rs 800/-
And
Rs 1500/-
3 / Free download/Upload / 1.5 GB
And
3.0GB / 3 / Free download/Upload / 5.0 GB
And
10.0GB
4 / Additional usage Charges per MB beyond free / Rs0.80/mb
And
Rs0.80/mb / 4 / Additional usage Charges per MB beyond free / Rs0.80/mb
And
Rs0.80/mb
5 / Additional usage charge which go up to Rs. 750/- / Asper-4 i.e.
As per usage / 5 / Additional usage charge which go up to Rs. 750/- / Asper-4 i.e.
As per usage
6 / Maximum usage charge / Rs. 750/-
And
Rs. 1350/- / 6 / Maximum usage charge / Rs. 3300/-
And
Rs. 6000/-
7 / Security deposit / Rs 300/-
And
Rs 600/- / 7 / Security deposit / Rs 800/-
And
Rs 1500/-
8 / Modem charge /Rent / As existing / 8 / Modem charge /Rent / As existing
9 / Static IP / No / 9 / Static IP / No
10 / Fix Monthly voice charge / As per exist plan / 10 / Fix Monthly voice charge / As per exist plan
11 / Minimum committed period / 1 month / 11 / Minimum committed period / 1 month
(2g) Necessary modification in newly introduced H-125 BB plan due to negative impact:-
Corporate offices have launched plan-125 for BB with 150 MB. Now at present lot of BB-excess billing complaints are being lodged by users every where, in all plan including H-250 with 1000 MB download free.
Now due to plan-125 with 150 MB download free, the BB-excess billing complaints are observed continuously increasing. Additionally Due to 3 months committed period user is not permitted, to change his plan-125 to higher plan despite user is demanding.
Thus all these are resulting to increasing in disconnection of BB and even closing of b-fone too. Along with increase in outstanding. So it is immediately required to reintroduce this plan with at least 500 MB download free, without 3 months committed period.
(2h)In case of NIC (Net work interface card) CARD:-
(I) With charge of 250 RS/ Month it provides unlimited internet facility at 144 kbps speed. Initially we have launched NIC card which requires PCMCIA slot / interface, and generally it is not available in running models of Laptops as well as in market, more over the USB to PCMCIA converter is also not available.
(II) Later on we have launchedNIC card which requires USB slot hence now onward maximum procurement of USB base NIC card is to be done.
(3) Development & Broadband NOC related issues:-
(3A) Simplifying Operational & maintance issues of Node In charges:-
(I) Time should be fixed for any job assigned on portal:-Batch processing is done for various customer related activities submitted by node in charges on the portal. Time should be fixed for each circle during which batch will be run and should be known to all node incharge.
(II) Procedure to allot static Ip is very tedious. It takes three to four days to co-ordinate all the concerned. Also even after confirmation many a times it happens that static Ip is not allotted.
(III) Requests are made on the Remedy Help desk software as per the defined procedure. It is found that most of these are not getting answered since long time. Thus we need to pursue NOC telephonically to get the issue resolved. (Attached all Help desk requests)
(IV) Our DSLAMS & Tier-II are remaining disconnected from the BB system due to OFC/Media fault or equipment fault. And most of the times Our OFC maintance staff of our Node staff is unable to identify and take judgment for such problems, until bulk complaint of BB users from particular area are received.
Thus during odd hours, Sundays and holidays such circumstance break down time is remains continue for couple of days. This creates finical loss to BSNL, chaos & displeasure amongst users.
Consequently to overcome these problems as elaborate at bellow we have suggested mechanism to our Hon’ble CGMT-Gujarat. With which the failure & restoration of all DSLAMS & Tier-II can be intimated immediately by SMS to all concern officers in hierarchy as per desire repeated scheduled. So that all concern can take necessary steps & act accordingly to restore the break down. As per our information it is under positive consideration we further request to expedite the same.
-: The intimation to concern by SMS regarding DSLAM failure:-
Gujarat Circle have successfully tested the prestigious and 1st of its kind software at NIB Ahmedabad for testing all Tier II, DSLAMs in the network and in case of failure of any these elements, SMS is sent to all the concerned (As per hierarchical set up AND at defined regular interval) for action to be taken at their end for restoration of the fault.
The parameters defined are fixed taking into account the TRAI Qus guidelines. This is very much helpful in a competitive scenario to provide services with minimum interruption and for achieving this to run our system with minimum interruption and it is too in acute shortage of executives.
It is also possible that same software can be used for maintaining all the other kind of services such as circuits, all the lease circuits working with MPLS VPN, WLL BTS, which function with the support of IP.
We hope that your good self will find the above suggestion useful and same can be projected to BSNL H.Q about the successful implementation in our Circle.
(3B)Quick Redressal of Customer related problems:-
(I)Portal Id of the customer: -We suggest that portal Id should be same as the service user Id, which will be very easy for customer to remember.
(II)Alerts by SMS to customer for the BB usage: -Lot of excess billing complaints are getting received for excess billing of BB connection due to usage charges. In many of the cases it is found that excess usage takes place due to infection in the system of the customer.
Due to this, we loose the bill amount (i.e. highly increase in outstanding) and the customer of BB & land line both. In this connection as elaborate at bellow we have taken up the issue with Hon’ble CGMT Gujarat and as per our information it is under positive consideration we further request to expedite the same. However the following suggestion may be looked into and possibility may be explored in the system.