Jyotiraditya Scindia appreciates BSNL’s efforts and stresses importance of measurable outcomes in customer experience and revenue generation

Union Minister of Communications, Shri Jyotiraditya Scindia, met with the Chief General Managers (CGMs) of Bharat Sanchar Nigam Limited (BSNL) circles today at Sanchar Bhawan, New Delhi, along with CMD BSNL and the board of directors of BSNL, as part of a comprehensive review and strategic alignment of BSNL’s ongoing transformation journey. Secretary Telecom and other senior officers of DoT also graced the occasion.

The meeting involved wide-ranging discussions focused on growth strategy, improvement in network performance, customer service delivery, and organizational modernization. It also reinforced BSNL’s positioning as a consumer-centric telecom service provider with a clear mandate of "Revenue First" targets across all business units.

As a government-owned CPSE, BSNL is undergoing a major service transformation and has declared April 2025 as “Customer Service Month” across all circles, business areas, and units. This initiative reflects BSNL’s renewed focus on “Customer First” culture, emphasizing proactive customer engagement, service responsiveness, and grievance redressal.

During the two-day CGM meet, Circle Heads are being briefed and aligned on re-engaging customers across rural, urban, enterprise, and retail segments. Special focus areas included:

• Reconnecting with customers across rural, urban, enterprise, and retail segments
• Enhancing Quality of Service (QoS) in mobile networks and FTTH
• Addressing customer grievances in billing, provisioning, and uptime
• Driving accountability and revenue-first targets at every operational level
• Enterprise connectivity, VPN solutions, leased line services, other new business areas.

The Hon’ble Minister appreciated BSNL’s efforts and stressed the importance of measurable outcomes in customer experience and revenue generation.

BSNL has recently launched several new initiatives to enhance service offerings and customer value:

• 4G expansion and rollout in multiple circles
• Introduction of IFTV and BiTV platforms for next-gen infotainment
• BSNL National Wi-Fi Roaming
• Tailored BSNL VPN and bundled packages for enterprise and government users
• CNPN Projects for High-reliability connectivity for mission-critical national infrastructure.
• Spam! Free Network for the First of its kind–BSNL’s solution for eliminating scam and spam communications in real-time
• Direct-to-Device Service.

With a focus on execution, BSNL is driving a renewed push towards becoming a digitally empowered, service-oriented, and financially sustainable telecom operator, committed to connecting and empowering Bharat.