Jyotiraditya M Scindia, Union Minister of Communications and Development of the North Eastern Region met with the chief general managers (CGMs) of Bharat Sanchar Nigam Limited (BSNL) circles, along with chairman and managing director (CMD) BSNL and the board of directors of BSNL, as part of a comprehensive review and strategic alignment of BSNL’s ongoing transformation journey.
The meeting involved wide-ranging discussions focused on growth strategy, improvement in network performance, customer service delivery, and organisational modernisation. 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.
BSNL is undergoing a major service transformation and has declared April 2025 as “Customer Service Month” across all circles, business areas, and units. 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 fibre-to-the-home (FTTH).
- Addressing customer grievances in billing, provisioning, and uptime.
- Driving accountability and revenue-first targets at every operational level.
- Enterprise connectivity, virtual private network (VPN) solutions, leased line services, other new business areas.
Scindia further appreciated BSNL’s efforts and stressed the importance of measurable outcomes in customer experience and revenue generation.
