Union Minister of Communications, chaired a review meeting with Bharat Sanchar Nigam Limited (BSNL)’s chief general managers (CGMs) in New Delhi. This meeting, convened, reviewed BSNL’s operational progress, addressed regional challenges, and outlined the strategy ahead for the company’s network and service delivery. Also in attendance were Minister of State for Communications, and other senior Department of Telecommunications (DoT) officials. In a media briefing between the sessions, Union Minister noted that the discussions focused on strengthening BSNL’s role in the telecom sector, accelerating infrastructure rollout and enhancing citizen-centric service delivery.

Wide-ranging discussions during the review focused on BSNL’s growth strategy, improving network performance, customer service delivery, and organisational modernisation. This comprehensive dialogue reinforced BSNL’s positioning as a consumer-centric telecom service provider with a clear mandate of “Revenue First” targets across all business units. The forum helped align BSNL’s top management in driving these priorities at every level, emphasising accountability for outcomes.

Further, BSNL is undergoing a major service transformation across all its circles, business areas, and units. To underscore its “Customer First” ethos, BSNL is taking initiative emphasises proactive customer engagement, improved service responsiveness, and prompt grievance redressal.

Furthermore, during the CGM meeting, BSNL’s circle heads were briefed and aligned on several priority areas for customer outreach and service quality improvement. The special focus areas identified 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 network uptime
  • Driving accountability with “revenue-first” targets at every operational level
  • Expanding enterprise services such as connectivity, virtual private network (VPN) solutions, leased line services, and other new business opportunities.

Additionally, the Union Minister appreciated BSNL’s efforts and stressed the importance of achieving measurable improvements in customer experience and revenue generation.