Summary of observations & suggestions made in the conference on Public Sector Telecom Services at Ernakulam on 14-08-2008.

Summary of suggestions made by the participants of the PSTS conference on 14-08-2008..
Srl No. Observations. By
1.Flood of partly cooked IT packages, fragmented operation networks & slow and distorted communication channels(ASA)
2.Scattered informations & Fragmented information system and hence partly informed decisions (ASA)
3.SMBs looking for one-stop-shop for cost effective VPN service.(ASA)
4.Outsourced services are not efficiently executed and cost BSNL dearly.(AVK)
5.Outsourcing is done by foreign operators in India out of compulsions at a very dear cost.(AVK)
6.Work Outsourcing is not the best business model.(AVK)
7.Content processing in Communication system is not an optional value addition but a necessary link (Das)
8.Customer domain knowledge is critical to market access.(Das)
9.E-governance will be better suited business area for BSNL in view of identical mindset of the two, the Govt.(Das)
10.ERP for PSUs will be better suited business area for BSNL in view of identical mindset of both, the PSU.(Das)
11.Assimilation of technology is not at all a problem for BSNL.(DGM(A)/Toms Antony)
12.Providing Total Solutions in ICS is the best way to market BSNL infrastructure services.(Joby/Toms Antony)
13.Telecom operators, especially BSNL with its legacy of over a century, are the best to cater to ICS (Joby/Toms Antony/Das)
14.BSNL products and services are better compared to private operators, but their delivery is inefficient.(JT)
15.Conventional Telecom Services such as Telegraph, LL call, STD etc irrelevant today (JT)
16.ICS industry has come up as result of expansion of communication sector.(JT)
17.New products and services arising out of advancement in technology.(JT)
18.BSNL Cash reserve Rs. 50000 Crores.(KCP MP)
19.BSNL fixed assets of land and buildings at prime locations spread over the country. (KCP MP)
20.BSNL investment plan for the immediate future is to the tune of Rs.60000 Cores only.(KCP MP)
21.Mobilisation of capital for investment not at all a problem for BSNL.(KCP MP)
22.Surplus fund of PSUs amounts to about 2 lakh crores.(KCP MP)
23.Telecom Development in India has ever been through internal capital mobilisation (KCP MP)
24.Telecom has never received budgetary support in post independance period.(KCP MP)
25.Collective decisions in meetings and online execution of tasks saving the time for file movement.(KDS SNEA)
26.Encourage to evolve models and roll out (KDS SNEA)
27.Horizontal structure of organisational heirarchy is the best to utilise the initiatives of the officers and workers (KDS SNEA)
28.Online information system instead of file based ones to enable easy retrieval and on the spot use.(KDS SNEA)
29.Optimise resource utilisation through the application ERP (KDS SNEA)
30.Piramidal structure of organisational heirarchy prevents initiative from any of the bottom levels.(KDS SNEA)
31.Reference to CTO Ernakulam as a successful change management model(KDS SNEA)
32.Telecom has ever been technology intensive.(PGM/DGM(A))
33.Telecom in India has adopted latest technology within few years of its introduction anywhere in the world.(PGM/DGM(A))
34.System integrators of clients are getting the work done from BSNL only, without payment for such services. BSNL can give total solution and earn revenue. (Toms Antony)
Srl. Suggestions Activity Levels Activity
1.Tie up with KSEB for right of way upto the customer premises. (ATPS),(Local,SSA)
2.Need for change in customer perception of BSNL services.(AS/Anil) (Local & National,ATPS/SSA/CO)
3.Need for change in staff perception of customer relation,(AS/Anil),(Local & National,PP1/SSA/CO)
4.Summary disconnection without notice over the phone shall be avoided.(AS/Anil),(Local & National,SSA/CO)
5.Warning message over phone/alternate phone for few days before disconnection,(AS/Anil),(Local & National,SSA/CO)
6.Need for better customer relations to avoid disconnection of even heavy users for delay in payment.(AS/Nandakumar),(Local & National,SSA/CO)
7.Automated applications for corporate houses (ASA),(Local & National,PP3/SSA/CO)
8.Explore new Business area in Information Communication Technology (ASA),(Local & National,SSA/CO/ATPS)
9.Increased use of Information Technology.,(ASA),(Local & National,PP3/SSA/CO)
10.Need for corporate culture and professionalism (ASA),(Local & National,SSA/CO/ATPS)
11.Technology innovation, Technology assimilation & timely intervention in market (ASA),(Local & National,PP3/SSA/CO)
12.Avoid outsourcing of critical works such as billing etc which resulted in public ire due to non receipt of bills in time.(AVK),(Local & National,SSA/CO)
13.Extended cash collection time at CSCs,(AVK),(Local & National,PP2/SSA/CO)
14.Extended NPC/service delivery/support time at CSCs (AVK),(Local & National,PP2/SSA/CO)
15.Need to get works executed within BSNL to avoid the risk of compromising efficiency.(AVK),(Local & National,PP1/SSA/CO)
16.Cubical peer groups for each service area integrating the technology, customer interface & customer domain knowledge verticals.(Das),(Local & National,SSA/CO)
17.Peer group dynamics to be time based and need based.(Das),(Local & National,SSA/CO)
18.Need to consider HR as an asset.(Das/AVK),(Local & National,PP1/SSA/CO)
19.Need to do business in every know how owned by BSNL.(Das/Toms Antony),(Local & National,PP3/PP4/SSA/CO)
20.Need for austerity and proper use of resources to the best advantage of BSNL (General),(Local & National,SSA/CO)
21.Need for increased customer awareness on BSNL products/services.(General),(Local & National,PP1/SSA/CO)
22.Need for Staff motivation drive.(General),(Local & National,PP1/SSA/CO)
23.Need to generate business and revenue using the vast assets of BSNL.(General),(Local & National,PP3/PP4/SSA/CO)
24.Proper awareness campaign and discussion conducted before implementing changes (General),(Local & National,SSA/CO)
25.Service near to the customer (General),(Local & National,PP1/PP2/PP3/PP4)26.Single window for all services (General),(Local & National,PP1/PP2/PP3/PP4)
27.Need for better initiatives from the BSNL Management at all levels. (Joby/Das/PLF),(Local & National,SSA/CO)
28.Need for providing total solutions to meet the data communication needs of PSUs (Joby/DGM(A)/KDS),(Local & National,PP3/SSA/CO)
29.Need for providing total solutions to meet the e-governance requirements (Joby/DGM(A)/KDS),(Local & National,PP3/SSA/CO)
30.Need for identifying and providing information based services. (JT),(Local & National,PP4/SSA/CO)
31.Need to diversify (KCP MP),(Local & National,PP3/PP4/SSA/CO)
32.Frequent field level participatory workshops for familiarising and updating BSNL products/services.(KDS SNEA),(Local & National,PP1/SSA/CO)
33.Need for Online administration & management system within BSNL to make it vibrant.(KDS SNEA),(Local & National,PP3/SSA/CO)
34.Need for promoting individual/group/local initiatives (KDS SNEA),(Local & National,SSA/CO/ATPS)
35.Need to have a proactive and dynamic product/service delivery and support (KDS SNEA),(Local & National,PP3/PP4/SSA/CO)
36.Online operation system (KDS SNEA),(Local & National,PP3/PP4/SSA/CO)
37.Support of Local bodies required for timely augmentation of connectivity (KDS SNEA),(Local & National,SSA/CO/ATPS)
38.CTO Ernakulam model of changemanagement to be replicated (KDS/AVK),(Local & National,PP1/SSA/CO)
39.Every BSNL personnel required to be involved in public awareness campaign.(KDS/AVK),(Local & National,PP1/SSA/CO)
40.Need for better awareness on BSNL products and services among BSNL personnel (KDS/AVK),(Local & National,PP1/SSA/CO)
41.Need for familiarisation of products/service attributes among staff(KDS/AVK),(Local & National,PP1/SSA/CO)
42.Every BSNL personnel need to be involved in marketing the products near to the customer.(KDS/PSP),(Local & National,PP1/SSA/CO)
43.Need to spread the in house use of ERP to assimilate knowhow to sell ERP services.(KDS/TA/ASA),(Local & National,PP3/PP4/SSA/CO)
44.Need to curtail wasteful expenditure.(PGMT),(Local & National,SSA/CO)
45.Management initiatives for quality improvement shall not be in a way to provocate the workers (PSP),(Local & National,PP1/SSA/CO)
46.Unions and Associations to be taken in to confidence for betterment of service,(PSP/Anil/AS),(Local & National,SSA/CO)
47.A Communication Research and Development Centre (AS),(National,TU/ASSNS/GOVT)
48.Uniform operation, accounts & finance procedures throughout India (ASA),(National,TU/ASSNS/GOVT)
49.Need to account intangible assets. (Das),(National,TU/ASSNS/GOVT)
50.Need for change in Govt attitude towards BSNL/PSUs (General),(National,TU/ASSNS/GOVT)
51.EPF of Rs. 2,40,000 crores being handed over to private banks, can be utilised. (KCP MP),(National,TU/ASSNS/GOVT)
52.PSUs can invest in each others projects, if permitted by Govt.(KCP MP),(National,TU/ASSNS/GOVT)
53.Need to change the policy of Govt with respect PSUs (KCP MP/KDS),(National,TU/ASSNS/GOVT)
54.No IPO of BSNL shares (KCP MP/KDS),(National,TU/ASSNS/GOVT)
55.All Telecom Service Providers in Public sector only. (KDS/AS/NK),(National,TU/ASSNS/GOVT)
.
.Explanations.
.
.Activity Levels – Local & National – Local initiatives are possible and national initiatives are required.
.Activity Levels – National – Nothing can be done locally – Govt has to act.
.
.Action – Action to be taken by :
.SSA – BSNL Ernakulam SSA Management.
.CO - BSNL Corporate Office.
.PP1 - Project Proposal 1 – Crash Training Program for motivating and updating BSNL workers with details of BSNL products/services.
.PP2 – Project Proposal 2 - Reorganising the work at customer service centres.
.PP3 – Project Proposal 3 - Online management system within BSNL on ERP concepts to practice various aspects of ICS.
.PP4 – Project Proposal 4 – Identifying the various Information Based Services that BSNL can take up.
.ATPS – Appropriate Technology Promotion Society will take up the issue with the relevant authorities or continue to under take the campaign on the issue in its future programs.
.TU/ASSNS/GOVT – Tus and Associations concerned may take up the issues with the BSNL Management/Govt at appropriate levels.
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.Sri Toms Antony gave a detail account of many leased line services of BSNL generally known only to those who are actively involved in providing them.
.These informations are to be spread within and outside BSNL to reach the customers.