1. SMART WORKING PRACTICES IN KERALA CIRCLE

2. Concepts of Smart Working  Categorization  Differentiation  Optimisation  Leveraging

3. Categorisation Across the organisation involves classification of entities like customers, internal resources, network elements system etc. Differentiation Assigning priority to different categories based on objectives Optimisation Effective utilization of resources to achieve maximum out put Leveraging Tools based on IT for effective implementation/ monitoring ‘This concept is being liberally used in Kerala Circle’

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

5. Differentiation Assigning priority to – High ARPU customers – High traffic BTS – High revenue Exchanges – High revenue pillars – High Fault rate pillars

6. 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

7. Leveraging IT tools – Dash board – Fault monitoring – Best plan selector – Expenditure control

8. 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

9.  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

10. Market share of BSNL in Kerala Circle  As on 31 st July 2013, BSNL Kerala has an over all Market share of 31.66 % -First Position among all operators. OperatorJuly'12Oct'12Jan'13Apl'13July'13 BSNL 27.428.83031.631.66 Bharti Airtel 9.889.779.8710.54 Reliance 11.729.618.328.87 Vodafone 15.8916.6217.1718.3718.68 Idea 20.3421.1522.0123.4723.88 Tata Indicom 6.386.225.675.425.02

11. 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)

12. REVENUE TARGETS & ACHIEVEMENT FOR 2013-14 (Up to August) (Amount in Crores of Rs.) ANNUAL TARGET PROPORTIONATE TARGET ACIEVEMENT UP TO THE MONTH % ACHIEVEMENT BASIC PLUS632.00263.33 211.5180.32 BROADBAND521.84217.43 178.2381.97 FTTH001.35 IUC358.09149.20128.88 86.38 CFA1511.93629.97519.97 82.54 EB108.0045.008.74 19.42 GSM1221.76509.06434.68 85.39 CDMA49.3520.56 20.2698.54 WIMAX17.217.17 6.1185.22 CM1288.30536.79 461.05 85.89 NB18.177.57 4.9565.39 GR. TOTAL2926.421219.33 994.71 81.58

13. SEGMENT WISE REVENUE COMPARISON 2013-14 Vs 2012-13 (Up to August) (Amount in Crores of Rs.) 2013-142012-13DIFF% VARIATION BASIC PLUS 211.51254.01-42.50-16.73 BROADBAND 178.23147.1431.0921.13 BASIC PLUS+BB 389.75401.16-11.41-2.84 IUC 128.88137.06-8.18-5.97 FTTH 1.350.590.76128.81 CFA 519.98538.81-18.83-3.49 CIRCUIT (EB) 8.744.724.0285.17 GSM POSTPAID 50.2249.640.581.17 GSM PREPAID 384.46335.5248.9414.59 GSM TOTAL 434.68385.1649.5212.86 CDMA (POST+PRE) 20.2624.95-4.69-18.80 WIMAX 6.113.342.7782.93 CM 461.05413.4547.6011.51 INFRA 4.952.092.86136.84 CM (Incl. Infra) 466.00415.5450.4612.14 GR.TOTAL 994.72959.0735.653.72

14. Profitability of Kerala Circle - Trend BSNL KERALA CIRCLE FINANCIAL PERFORMANCE Particulars2007-082008-092009-102010-112011-122012-13 Total Income3194.662774.652546.32469.932538.642618.31 Profit806.52509.4156.2176.97149.19286.58 Trend *806.52509.4156.2176.97149.19286.58

15. Particulars2011-122012-13 INCOME FROM SERVICE2416.762554.19 OTHER INCOME114.8364.12 TOTAL INCOME2531.592618.31 EMPLOYEE SALARY806.83789.83 ADMN. EXPENSES999.141058.81 DEPRECIATION582.98512.04 FINANCIAL EXPENSES0.490.05 TOTAL EXPENSES2389.442360.73 PROFIT FOR THE YEAR142.15257.58 PRIOR PERIOD ADJ7.0529.00 NET PROFIT149.20286.58 PROFIT AND LOSS ACCOUNT (RS. IN CRORES)

16. 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.

17. 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.

18. Mobile service MOBILE SERVICES

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

20. Port-InPort-outNet As on 31-03-20136,25,2801,62,930462330 Achievement Apr-Aug 201388,79629,92958,867 Cum. Achievement up to 31-8-20137,14,0761,92,879 5,21,197 MNP ACHIEVEMENT 2013-14

21. Land line Equiped capacity Land line working Conn % Loading Waiting List Gross Surrender / Non payment Disconnection ratio Maharashtra1Kerala1 1Maharashtra1W. Bengal1UP(W)1NE-I1 Kerala2Maharashtra2Chennai2Kerala2Andhra Prad2Maharashtra2UP(W)2 Andhra Prad3 3Kolkata3Gujarat3Karnatak3W. Bengal3Uttranchal3 Karnatak4Karnataka4Andhra Prad4Karnatak4Maharashtra4Andhra Prad4UP (E)4 Gujarat5Tamilnadu5J & K5Tamilnadu5 5Karnatak5Kolkata5 Tamilnadu6Gujarat6Karnatak6Rajasthan6Kerala6Gujarat6 Himachal Pradesh6 Punjab7 7UP (E)7J & K7Punjab7Tamilnadu7J & K7 Rajasthan8Kolkata8Tamilnadu8Andhra Prad8Rajasthan8UP (E)8Gujarat8 UP (E)9 9Himachal Pr9Haryana9Gujarat9Kerala9Haryana9 Kolkata10Rajasthan10Gujarat10Jharkhand10Chennai10Punjab10Maharashtra10 Madhya Pr.11Chennai11Madhya Pr.11Kolkata11UP(W)11Rajasthan11Kerala11 W. Bengal12Madhya Pr.12Maharashtra12NE-I12Madhya Pr.12NE-I12Punjab12 UP(W)13W. Bengal13Orissa13W. Bengal13Haryana13Kolkata13Orissa13 Chennai14Haryana14Rajasthan14UP (E)14UP (E)14Uttranchal14NE-II14 Haryana15UP(W)15NE-I15Punjab15Orissa15Haryana15Karnataka15 Orissa16Orissa16Punjab16A & N16Bihar16Chennai16Andhra Prad16 Bihar17Himachal Pr17Haryana17Assam17Kolkata17Himachal Pr17Rajasthan17 Assam18Bihar18Uttranchal18Bihar18J & K18Madhya Pr.18Tamilnadu18 Himachal Pr19J & K19Chhattisgarh19Chhattisgarh19Assam19Orissa19Chennai19 Jharkhand20Assam20W. Bengal20Himachal Pr20Himachal Pr20J & K20Jharkhand20 Uttranchal21Uttranchal21Bihar21Madhya Pr.21Uttranchal21Bihar21A & N21 Chhattisgarh22Jharkhand22UP(W)22NE-II22Jharkhand22Assam22Chhattisgarh22 J & K23Chhattisgarh23Assam23Orissa23Chhattisgarh23Jharkhand23 Madhya Pradesh23 NE-I24NE-I24A & N24Uttranchal24NE-I24NE-II24Bihar24 NE-II25NE-II25NE-II25UP(W)25NE-II25Chhattisgarh25Assam25 A & N26A & N26Jharkhand26Chennai26A & N26A & N26W. Bengal26

22. WLL Equiped capacity WLL working Conn % Loading Gross Surrender / Non payment Disconnection ratio Kerala1UP(E)1 1 1UP(W)1 1 Maharashtra2Kerala2NE-II2W. Bengal2Karnatak2Orissa2 Madhya Pr.3Rajasthan3NE-I3Kerala3W. Bengal3Karnataka3 Karnatak4Karnataka4Chhattisgarh4Andhra Prad4Kerala4Kolkata4 Rajasthan5Maharashtra5Bihar5Rajasthan5UP (E)5 Himachal Pradesh5 Andhra Prad6Chhattisgarh6Jharkhand6Bihar6Maharashtra6Uttranchal6 Tamilnadu7Gujarat7Assam7Maharashtra7Bihar7Chennai7 UP (E)8Bihar8A & N8Gujarat8Rajasthan8Maharashtra8 Gujarat9Jharkhand9J & K9NE-II9Andhra Prad9Madhya Pradesh9 W. Bengal10Tamilnadu10Gujarat10J & K10Gujarat10Kerala10 Punjab11Assam11Rajasthan11Madhya Pr.11Madhya Pr.11Chhattisgarh11 Assam12Madhya Pr.12Kerala12Tamilnadu12Tamilnadu12Punjab12 Orissa13Andhra Prad13Himachal Pr13Assam13Orissa13Haryana13 Bihar14NE-II14Orissa14Karnatak14J & K14W. Bengal14 UP(W)15NE-I15Karnatak15Jharkhand15Punjab15Tamilnadu15 Chhattisgarh16J & K16Uttranchal16UP(W)16Jharkhand16Gujarat16 Jharkhand17Orissa17UP(W)17Punjab17Uttranchal17J & K17 Kolkata18W. Bengal18Tamilnadu18Chhattisgarh18Assam18NE-I18 Haryana19Himachal Pr19W. Bengal19Haryana19Kolkata19Rajasthan19 J & K20UP(W)20Maharashtra20Uttranchal20Haryana20Bihar20 Himachal Pr21Uttranchal21Andhra Prad21NE-I21Chhattisgarh21Andhra Prad21 Uttranchal22Punjab22Chennai22Himachal Pr22Himachal Pr22UP (E)22 NE-II23Kolkata23Punjab23Chennai23NE-I23Jharkhand23 NE-I24Haryana24Madhya Pr.24Orissa24Chennai24Assam24 Chennai25Chennai25Kolkata25Kolkata25A & N25A & N25 A & N26A & N26Haryana26A & N26NE-II26NE-II26

23. GSM Equiped capacity GSM working Conn % Loading Gross Surrender / Non payment Disconnection ratio Tamilnadu1UP(E)1Orissa1Andhra Prad1Bihar1Chennai1 UP (E)2Andhra Prad2Kolkata2Karnatak2W. Bengal2 2 Maharashtra3Tamilnadu3UP (E)3UP(W)3Madhya Pr.3Maharashtra3 Andhra Prad4Kerala4Andhra Prad4Orissa4UP(W)4Bihar4 Kerala5Karnataka5Rajasthan5Tamilnadu5Karnatak5Uttranchal5 Karnatak6Maharashtra6NE-I6Kerala6Andhra Prad6Jharkhand6 Gujarat7Rajasthan7Kerala7Bihar7Maharashtra7 Himachal Pradesh7 Rajasthan8Orissa8Karnatak8Madhya Pr.8Orissa8 Madhya Pradesh8 Punjab9 9Haryana9Rajasthan9Himachal Pr9NE-II9 Madhya Pr.10Gujarat10Himachal Pr10Punjab10Punjab10Haryana10 W. Bengal11UP(W)11UP(W)11J & K11Rajasthan11Punjab11 UP(W)12Madhya Pr.12Punjab12Haryana12Tamilnadu12UP(W)12 Haryana13Haryana13Uttranchal13Assam13Haryana13Assam13 Bihar14W. Bengal14NE-II14Himachal Pr14Assam14UP (E)14 Orissa15Kolkata15Tamilnadu15Chhattisgarh15Jharkhand15Karnataka15 Chhattisgarh16Bihar16Maharashtra16UP (E)16Uttranchal16Rajasthan16 Chennai17Chhattisgarh17Madhya Pr.17NE-II17UP (E)17Kolkata17 Jharkhand18Jharkhand18W. Bengal18Uttranchal18NE-II18Orissa18 Kolkata19Chennai19Gujarat19Jharkhand19J & K19Tamilnadu19 Assam20Himachal Pr20Bihar20NE-I20Chennai20A & N20 J & K21Uttranchal21Jharkhand21Gujarat21Kolkata21 Andhra Pradadesh21 Himachal Pr22Assam22J & K22Kolkata22A & N22J & K22 Uttranchal23J & K23Chhattisgarh23A & N23Kerala23Gujarat23 NE-I24NE-I24Assam24Maharashtra24Gujarat24NE-I24 NE-II25NE-II25Chennai25W. Bengal25NE-I25Kerala25 A & N26A & N26A & N26Chennai26Chhattisgarh26Chhattisgarh26

24. Broad band Equiped capacity working Conn % Loading Achievement Karnatak1 1Tamilnadu1Kerala1 Andhra Prad2Kerala2Punjab2Madhya Pr.2 Kerala3Andhra Prad3Haryana3UP(W)3 Maharashtra4 4Orissa4Punjab4 Gujarat5Tamilnadu5Kerala5Rajasthan5 Tamilnadu6Gujarat6Chennai6Maharashtra6 UP (E)7Chennai7Maharashtra7Tamilnadu7 Chennai8Punjab8Madhya Pr.8J & K8 Kolkata9Rajasthan9 9UP (E)9 Rajasthan10Madhya Pr.10Andhra Prad10NE-I10 Punjab11Kolkata11Karnatak11Jharkhand11 Madhya Pr.12UP (E)12NE-I12Himachal Pr12 UP(W)13Haryana13Uttranchal13Bihar13 Bihar14UP(W)14Gujarat14NE-II14 Haryana15Orissa15A & N15Haryana15 W. Bengal16W. Bengal16UP(W)16W. Bengal16 Orissa17Bihar17Chhattisgarh17A & N17 Jharkhand18Jharkhand18Himachal Pr18Orissa18 Assam19Chhattisgarh19J & K19Assam19 Chhattisgarh20Uttranchal20Kolkata20Chhattisgarh20 Himachal Pr21Assam21W. Bengal21Uttranchal21 J & K22Himachal Pr22Assam22Kolkata22 Uttranchal23J & K23Jharkhand23Chennai23 NE-I24NE-I24UP (E)24Karnatak24 NE-II25NE-II25NE-II25Gujarat25 A & N26A & N26Bihar26Andhra Prad26

25. DATA Services Working conn Broad band FTTH 3-G EVDO Wi-max Karnatak1Gujarat1UP (E)1W. Bengal1Kerala1 2Andhra Prad2Maharashtra2Kerala2Punjab2 Andhra Prad3Chennai3Punjab3Assam3Tamilnadu3 Maharashtra4Karnatak4Tamilnadu4Madhya Pr.4Orissa4 Tamilnadu5Rajasthan5Karnatak5Kolkata5UP (E)5 Gujarat6Kerala6Andhra Prad6Karnatak6UP(W)6 Chennai7UP(W)7Rajasthan7Tamilnadu7Bihar7 Punjab8Tamilnadu8Haryana8Maharashtra8Andhra Prad8 Rajasthan9Haryana9Bihar9Rajasthan9Karnatak9 Madhya Pr.10Punjab10Kerala10UP(W)10Assam10 Kolkata11Maharashtra11Chennai11J & K11Himachal Pr11 UP (E)12Madhya Pr.12Gujarat12NE-I12NE-I12 Haryana13UP (E)13UP(W)13Chhattisgarh13Uttranchal13 UP(W)14Bihar14Orissa14UP (E)14J & K14 Orissa15Chhattisgarh15W. Bengal15Orissa15Jharkhand15 W. Bengal16Assam16Jharkhand16A & N16NE-II16 Bihar17Kolkata17Madhya Pr.17Gujarat17Madhya Pr.17 Jharkhand18Orissa18Himachal Pr18Jharkhand18Haryana18 Chhattisgarh19Uttranchal19Uttranchal19Uttranchal19Chennai19 Uttranchal20Jharkhand20Kolkata20Chennai20W. Bengal20 Assam21J & K21Assam21NE-II21Chhattisgarh21 Himachal Pr22NE-I22Chhattisgarh22Haryana22Rajasthan22 J & K23Himachal Pr23NE-II23Himachal Pr23Gujarat23 NE-I24W. Bengal24NE-I24Bihar24Maharashtra24 NE-II25A & N25A & N25Punjab25A & N25 A & N26NE-II26J & K26Andhra Prad26Kolkata26

26. CUSTOMER RELATIONS

27. CUSTOMER CATEGORIZATION  Customers are categorized based on ARPU.  Differentiated service  Faster Fault Clearance for HIGH ARPU Customers Land Line + Broad band ARPUNo of CUSTOMERSPERCENTAGE Class A>50003,6620.12 Class B2000 to 499932,7731.13 Class C1000 to 19991,81,0726.26 Class D500 to 9996,08,71021.07 Class E250 to 49910,90,91137.76 Class F<2509,71,23933.62 Total28,88,367

28. GSM (Prepaid) ARPUNo of CUSTOMERSPERCENTAGE Class A>550 2,03,1564.6 Class B350 to 549 3,75,6708.4 Class C250 to 349 4,77,55110.7 Class D180 to 249 6,39,31914.4 Class E110 to 179 9,01,22120.3 Class F<110 18,51,55141.6 Total 44,48,468 GSM (Postpaid) ARPUNo of CUSTOMERSPERCENTAGE Class A >100022,2008.8 Class B 750 to 100036,00014.3 Class C 500 to 74942,00016.6 Class D 250 to 49950,00019.8 Class E 100 to 24960,00023.8 Class F <10042,20016.7 Total 2,52,400

29. WLL (Prepaid) ARPUNo of CUSTOMERSPERCENTAGE Class A >5005447.5 Class B 250 to 4994506.2 Class C 200 to 2491,14015.7 Class D 150 to 1991502.1 Class E <1504,98368.6 Total 7,267 WLL (Postpaid) ARPUNo of CUSTOMERSPERCENTAGE Class A >50020,7008.1 Class B 250 to 49924,0009.4 Class C 150 to 24940,00015.7 Class D <1501,70,00066.7 Total 2,54,700

30. Wi-Max ARPUNo of CUSTOMERSPERCENTAGE Class A > 10001,5618.3 Class B 750 to 9998,17243.3 Class C 500 to 7494,43823.5 Class D 250 to 4992,72814.5 Class E < 2501,95710.4 Total 18,856

31. LOYAL CUSTOMERS  Onam greetings and appreciation was conveyed through letter to LL customers (2.4 lakh) having association more than 20 years  Onam greeting by SMS was sent to all GSM customers LIFENo. OF CUSTOMERSPERCENTAGE < 1 Year 9,42783.26 1 to 5 Years 2,51,4788.7 5 to 10 Years 6,20,96021.5 10 to 20Years 16,81,53258.22 20 to 30 Years 1,70,0235.89 30 to 40 Years 44,2321.53 40 to 50 Years 15,3730.53 > 50 Years 10,4910.36

32. Customer Retention Cell  Formed in SSAs and Circle Office  To bring back the disconnected customers  Priority given to high ARPU customers  Customers are guaranteed quality service Customer categoryCustomers ApproachedWilling Customers Class A14845 Class B40236 Class C1,45028 Class D5,727139 Total7,727248

33. Customer Relation Managers Calling/Visiting the customers periodically Addressing the customer requirements personally Responding promptly to the customer needs Ensuring quality service CRM (Designated Officer) Customer classARPU DECLASS A>5000 SDECLASS B2000 to 5000 JTOCLASS C1000 to 2000

34. Customer Service Centers  Company owned sales outlets  Activities 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 …

35. CSC Upgradation activities CAT-1CAT-2CAT-3 Total-20Total-64Total-181 Token SystemALL 40 Visibility/Accessibility155090 Seating arrangementALL 40 Space utilizationALL40 Experience Centers1940-- AmenitiesALL6089

36. Plan Selector Package  IT tool developed to assist the CSC personnel  Suggests the most suitable plan for a particular customer requirement  Best suited plans for BB,3G  Suggests both fixed and wireless solutions  Selection process made easy for Customer

37. Call Centers  Opened in all SSAs with IVRS  Solutions for all services  Minimum of 5 positions  Trained and motivated staff deployed  Interaction in regional language  Manned from 08.00am to 08.00pm

38. Exit interviews  Done to dissuade the customers from dis- connection  Helps to identify and promote popular plan package  MNP - UPC generated customers are interviewed and efforts made to redress the reasons for porting out.

39. FOCUSED MARKETING

40. Product categorization  Various services provided are not being pitched one against the other while marketing  Priority for marketing high ARPU products ServiceARPU April to August GROSSNET FTTH1,9091,965 WIMAX6489,4656,636 Broad Band56874,65927,819 GSM Post paid408 CDMA EVDO3841,243351 CDMA WLL15610,640-23,088 Land Line13228,057-56,083 GSM Prepaid1014,16,8832,99,121

41. Customer profiling  Initiated the profiling of existing customers  Provides valuable data for effective marketing  Needs of a particular profile group can be identified  Groups like Doctors, Advocates, IT Professionals has been identified for selling data services  Reach 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

42. Data Services  Identified 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

43. Broad band Penetration  BB 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.

44. High rise buildings  High 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.

45. Business Intelligence Unit  Formed in Circle and in all SSAs  To obtain first-hand knowledge of the market trend and service issues  Provides vital data on the strength and weakness of the competitors  ECT proposal moulded as per suggestions  Marketing strategies fine tuned accordingly

46. BIU Activities Suggestions 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

47. BIU Activities Packs 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.

48. BIU Activities Vodafone 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

49. BIU Activities Inclusion 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.

50. Quality of Service

51. Expert Groups  Expert group formed in all technologies  Switch Maintenance  External Plant Maintenance  Transmission Maintenance  Mobile systems Maintenance  Maintenance philosophy of all Operational aspects, Best practices and procedures to be adopted were suggested  Has ensured uniformity, efficiency and faster restoration.

52. Switching Network Management System  IT tool developed for testing of lines  Automating switch commands for line testing  Lines of Class A and B tested  Results analyzed and efforts made to improve the line condition  Better Service quality to the high ARPU customers  Line parameters of BB customers are being improved

53. Operational Parameters  Software for parameter analysis based on CDR data  Monitoring day to day activities  LL NPC/Closure/Shift/Faults  BB Provisioning/Closure  LL, BB faults Class wise Pendency  Repeat fault continuously  Monitored down to the section level  Easily identify divisions which need more attention

54. High revenue exchanges  Total revenue from an exchange has been arrived at, categorized and actions initiated  Priority planned for upgradation/maintenance of internal/external plant  Similar exchanges under different divisions are being compared for identifying the means to increase revenue

55. High revenue pillars  Pillars under an exchange are classified based on the total revenue generated from the pillar  Pillar rehabilitation is being initiated  Cable network of the pillar area is being given prime importance Worst (Fault prone) pillars  Pillars having maximum number of faults booked against  Priority has been assigned to these pillars for rehabilitation works.

56. BTS Categorization  BTS categorized based on traffic handling capacity  Ensured that MTTR of high traffic BTS is low BTS Category Traffic (Erlangs)MTTR TargetNo of Sites VHT>8002 hours459 HT500 to 8002 hours1,076 MT200 to 5003 hours2,359 LT100 to 2004 hours512 VLT<1004 hours121

57. Action taken on VHT sites  Corrective action is taken to de-congest sites in a particular category, when over-loaded  Fault history analyzed  Ring protection of transmission media is being planned  Robust power plants provided  Replacement of Battery sets  Drive test periodically undertaken

58. Dash Board 360 0 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.

59. COLLABORATIVE WORKING

60. Interactive Sessions/Meetings  Over 100 review meetings were conducted during the last nine months  Revitalize and review the operations of each and every units  Quarterly review of SSA Performance  Quarterly Franchisee, VAS content provider meetings  Monthly review of Phase-7 Vendor performance

61. Audio Conferencing  Monthly Audio conferencing with SSA heads  Monitor and review the Operational, Planning, Sales and Marketing, HR, and Finance Parameters.

62. Expenditure control  Medical 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.

63. Material Management  Material utilization module was introduced in Inventory management system (IMS)  Regular auditing of material utilisation by field units  Monitor indicator wise utilization of stores  Stock balance at any point of time  Diversions ordered as required

64. HR MANAGEMENT

65. HR Redistribution  Effective utilization of staff is essential for revenue maximization  Efforts are being taken to reduce Staff for office works  All Telecom Mechanics doing other duties are being redeployed to external  Sr.TOAs are being diverted to CSC and Call centres  Adequate staff have been deployed for external/marketing activities to take care of the customer needs

66. Regrouping of Divisions/Sub divisions  In 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

67. STAFF MOTIVATION

68. Staff Motivation  Motivational 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

69. Awards and Appreciations  Quarterly award for top three Franchisees for overall performance  Quarterly award for top three Franchisees for SIM and Recharge sales  Quarterly award for best CSC in each category at circle level  Quarterly award for Best Telecom Mechanic in the Division

70. Training  Training 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

71. Training  Training has been initiated for Franchisees/DSAs at Circle/SSA level  To impart knowledge of all BSNL Products  To familiarize configuration of BB Modems, Smartphones,datacards etc.  To add more momentum to marketing activities

72. Training Imparted CourseCourses conducted No of Trainees Training for CSC staff29854 Cable jointing Training for TMs 12230 Mobile Product Awareness for Franchisees /DSAs 376 Mobile Product Awareness for Staff 334

73. Employee Incentive Scheme  To promote competitive spirit among the staff, Employee Incentive Scheme  Introduced in all SSAs  Individual targets have been assigned and achievement monitored  Accordingly Awards, Incentives, Appreciation etc are dispersed.

74. Thank you