BSNL Charts Bold Path Forward with Customer-Centric, Revenue-Driven Overhaul

In a decisive move to reshape the future of public telecom services in India, Union Minister of Communications Shri Jyotiraditya M. Scindia chaired a high-level review meeting with Bharat Sanchar Nigam Limited’s (BSNL) Circle Chief General Managers (CGMs) in New Delhi. The strategic dialogue, also attended by Minister of State for Communications Shri Pemmasani Chandra Sekhar and senior Department of Telecommunications (DoT) officials, evaluated BSNL’s operational status and laid out a robust roadmap to boost service delivery, network infrastructure, and customer satisfaction across the country.

Strategic Review of BSNL’s Operations

At the heart of the discussions was BSNL’s transformation from a legacy telecom service provider to a modern, customer-centric, and revenue-conscious organization. The review assessed BSNL’s region-wise performance, identified challenges in service deployment, and reinforced a nationwide vision of connectivity and digital empowerment.

Shri Scindia emphasized the importance of BSNL’s role in the evolving telecom landscape, particularly in extending connectivity to the last mile and supporting government digital initiatives. He underscored the necessity for BSNL to deliver tangible improvements in network coverage, responsiveness, and public engagement, especially as it prepares to scale up its 4G services and enterprise offerings.

Key Themes: Growth, Accountability, and Modernization

The meeting revolved around four critical themes:

1. Revenue-First Accountability BSNL’s management has adopted a “Revenue First” mandate that mandates measurable output at every operational level. CGMs across India were urged to align their circle-level strategies with BSNL’s broader revenue goals by focusing on enterprise growth, sales performance, and cost efficiency.

2. Service Modernization and Network Expansion With modernization as a top priority, BSNL is accelerating the rollout of 4G across multiple telecom circles. Key technological upgrades include enhancements in Quality of Service (QoS) in both mobile and FTTH (fiber-to-the-home) networks. Focused efforts are also being made to reduce downtime and improve provisioning accuracy.

3. Customer-Centric Operations Reinforcing its “Customer First” ethos, BSNL is launching circle-wide initiatives to elevate service quality, reduce complaint resolution times, and proactively engage customers—rural and urban alike. BSNL’s leadership was instructed to double down on addressing billing, network, and provisioning complaints swiftly and transparently.

4. Organizational Realignment The top-down review emphasized a flatter, more agile organizational structure that ensures rapid decision-making and real-time performance tracking. BSNL leaders were briefed on new benchmarks for accountability, KPIs, and grievance redressal metrics.

New Service Initiatives Unveiled

Several groundbreaking initiatives launched in recent months were spotlighted during the review as evidence of BSNL’s forward momentum:

• Pan-India 4G Expansion Fast-tracking 4G deployment remains central to BSNL’s modernization agenda, with targeted coverage across key urban and rural geographies.

• Infotainment Platforms BSNL introduced IFTV for FTTH users and BiTV for mobile customers, bringing next-gen infotainment services to mainstream users.

• Spam-Free Network A first-of-its-kind real-time spam elimination solution is being implemented across BSNL’s mobile network, enhancing consumer security and trust.

• BSNL Wi-Fi Roaming A seamless national Wi-Fi roaming service now enables subscribers to stay connected while on the move, reinforcing digital accessibility.

• Enterprise VPN & CNPN Services Tailored solutions, including virtual private networks and critical infrastructure connectivity, are being offered to enterprises and government clients.

• Digital Sales Associate Platform (BBA Portal) A dedicated online portal was launched to engage the youth as BSNL Business Associates, empowering them to earn commission-based income through broadband and telecom sales support.

Enabling a Digitally Empowered Bharat

Through this renewed commitment, BSNL is positioning itself as a critical enabler in India’s digital inclusion story. With over 1.2 million kilometers of fiber optic network, government-backed spectrum allocation, and growing partnerships with private vendors, BSNL is poised to emerge as a financially resilient telecom operator supporting both strategic and public connectivity goals.

Minister Scindia concluded the session by recognizing BSNL’s efforts and reiterating the government’s full support in empowering BSNL to serve as the digital backbone of India. He also called for urgent and measurable improvements in service standards, revenue growth, and technology adoption to bridge the rural-urban digital divide.