To,
(1)The Chief General Manager,
Gujarat Telecom Circle,
Navrangpura - Ahmedabad.
(2) Principle General Manager (O)
Gujarat Telecom Circle
Navrangpura - Ahmedabad.
Earlier Ref.Letter No: (a) SNEA/Guj/05-06/02-i-06 dated 21/03/2006
(b) SNEA/Guj/05-06/26 dated 23/11/2005
Subject: Request for Due & prompt attention to redress the issues / suggestion,
Pertaining to interest of service related issues i.e. highly essential areas of Marketing,
B.D., operation and Development activities in the circle.
Letter No: SNEA/Guj/06-07/09a2006 dated 07/09/2006
Respected sir,
Since our last four meetings we are continuously stressing & providing various inputs in line of growth
and development compare to other private operators so as to act accordingly to stop
(disconnection) i.e. Negative growth. We are observing that on many front dim fit decisions are
being taking. Even though all these are not enough to meet the various challenges when cut throat
competition is prevailing and in “over all growth of telecom services, our share is very much
reducing”. Hence where ever still halt like situation is prevailing in various important &
developmental activities in the circle due time bound action may be taken. The most important
issues in this environment are as under.
(1) Issues of Marketing:We appreciate the various efforts put by the marketing wing for comparative study, launchingby and
accordingly advertisements at right time. I.e. at the start of plans / schemes i.e done for Data One,
and Cell One. We hope that still same effort with expedite are to be continue in coming days
continuously. We suggest that continuous advertisement of Plan 100 Monsoon double Masti may be
done to further bring awareness amongst the people.
1a) It is very much essential that to meet the competition effectively ,all the necessary
prompt action for launching of attractive plans / schemes in respect of Exel-Cell One ,
recharge /top-up coupons, B-fone /WLL is very much essential at Circle level par with
private operator instantly.
Particularly in business of mobile still very low tariff plans & scheme of CUG are being
offered aggressively, that is why the rise of Hutch and Airtel (which has entered very last)
is continuously marching ahead with major overall market share. In this regard some
concrete steps are solicited immediately by study & comparison with their existing
scheme. Which are well within the powers of Hon’ble CGM, as delegated by H.Q.
1b) Unlimited Internet tariff for Internet access through ZTE base WLL has expired on 31 st july 2006.
The same was also written to corporate office for extension also. It has come to our notice that H/Q
has rejected on the view that as per TRAI any new plan can be launched for three months. We
request your good self to take the decision at Circle level as per the delegated powers to CGM. It is
surprising that for Zety base WLL, till date from commissioning not a single advertisement is
published. So at the earliest a detail advertisement should be published without further delay,
highlighting tariff, SSAs & SDCAs covered, and all other important features & available facilities.
1c) At the same time it is also important that subsequent steps of eye-catching advertisement &
aggressive marketing of such plans / schemes should be monitored continuously with covering all
positive features compare to private operator. to gain maximum market.
1d) In present practice the procedure for bonafied verification in case of pre / post paid mobile
connection is dissimilar & different in all SSAs.that need to be implemented by practical & easy
concept in interest of all.
Otherwise either our field official are doing mistake in hurry or delaying in release of connection due
to due to various constraints. In both the case either customers or our concerned officers are sufferer
(i.e. threat of vigilance case). This is resulting into revenue loss due to delay or diversion of user.
To overcome all these we suggest that standard & simplified comman guideline on the instruction of
H.Q. may be worked out for the whole circle by keeping in center the actual purpose, spirit &
requirement. Instead of simply endorsing the guideline given by the H / Q.
I.e. Firstly ways & means are found to carry out this job through external genuine agencies (postal,
State electricity board, renowned courier, etc.) May be engaged with certain terms as per our need.
Mean while we can take the decision that in case of post paid, connection can be activated at earliest
after sale without waiting bonafied verification with local dialing facility only. After receiving of
bonafied verification further facilities must be provided. While in case of prepaid as per present
practice it is continue to keep all SIMs activated. And in case of receipt of differing in the verification
post / prepaid connections must made deactivated immediately. Thus such kind of practical guideline
is to be framed & circulated across the Circle.
1e) The practice is to laid & ensure that, advance information of any change in plans, tariff, and
extension should be made available to marketing wings of all the SSAs in advance as early as possible
, in turn it should be further passed to all CSCs for providing to users on their quary..
1g) After change of tarrif in Local / STD PCOs, due to some negative consideration compare to private
operator, invited adverse effect in form of disconnection & migration. And there by benefit to them. In
this regard already feed back is given to BSNL H.Q. hence we feel that still very strong persuasion is
to be done by Honorable CGM-Gujarat for favorable decision with concern.
(2) Issue of B.D wing:At the outset we appreciate the efforts put by the BD wing s team for business development related
activity and the results achieved on that front. But as per the prevailing activity, it is observed that as
they (BD Wing) are promising to the customers in the course of discussion for commencement or
improvement of service at earliest ,but same is not taking place due to Lack of co-ordination &
support from concern on this front is required to be improve by defining the roll of concern .
Additional we suggest that competent & willing staff is to be provided to BD by calling
volunteers from all of our working strength irrespective of wing and section.
(3) Issues of Development &planning wing:3a) Taking heavy demand & pending long waiting list for the Data one service, necessary equipment
for expansion is needed to be procured though ordered well in advance. Hence it is high time, to
ensure that delivery of all ordered equipment, along with all type of modems are made available in
time in the field.
3b) In various SSAs many time acute shortage is being faced for various materials e.g. drop wires,
various types of jointing kits, instruments, jumper wire etc. On other hand same are available in other
SSAs but due to, improper monitoring effective diversion is not taking place, which is to be act
accordingly. Due to which we are loosing revenue in case of new demand & in case of fault condition.
3c) It is also extremely essential to monitor that, in most of the SSAs the development pertain to
expansion of outdoor plan by means of distribution cables is totally at hault in newly developing areas
in those cities. Taking this our business of such area is automatically diverting to private operator.
Private operators are concentrating first in the areas where BSNL has declared TNF.
Thus immediately such high revenue but TNF areas are to be worked out and planning of Zety base
BTS in such area of urban should be made.
If possible & available then DLC must be installed by involving special force of installation team.
Mean while finalization of cable tender area wise minor laying should be started as per norms as per
resources of SSAs and thus TNF area must be cover-up as early as possible.
All these are alarming situation for all of us to wake-up from deep sleep & do all needful. We once
again request your good self to instruct and monitor the working of O/O GM (D), to further improve
by making available necessary equipment / material /stores in field & proper monitoring of
development activity of all SSAs.
3d) Due to the shortage of WLL instrument, despite demand & availability of spare capacity in Zety
switch we are unable to provide the connection in Rural & TNF area of urban. In procurement This
halt situation is prevailing since long, it should be expedite .mean while if possible then the available
instrument of WLL-Mobile may be utilized for realizing connections, by ensuring coverage and
functioning.
3e) large difference in rates finalized by SSAs for various tenders and related suggestion,
to bring transparency in tender procedures and procurement.
At present SSAs are calling tenders / RRC for various jobs , AMC of A/C units, sweeping contracts,
hiring Vehicles, security guards etc and purchase of various kinds of materials, computers and its
related attachments. The rates finalized by authority are many times much differs with the adjacent
SSAs.
We also suggest that Circle H/Q should work out list of such various kinds of AMC, Contract, &
purchase which are needy and operational in SSAs. Accordingly certain calendar / program for carrying
out Tenders at SSA level should be prepared & instructed to all the SSAs that they should formulate a
policy on these issues and a tender procedure should be carried out all most simultaneously within 3
beginning months of every financial year regularly and the rates finalized, must be in parity with other
SSAs of Circle without much difference. In addition to that a detailed guideline may be issued by circle
H/Q considering following points.
=>First of all competent authority should verify and certify the need of material required, quantity
required. After that as per present market cost and comparison with various near by other SSAs and
actual labour & material cost some conclusion of rate should be made.
=>This exercise should be completed in 2-3 months advance, so in due time the required
material/service can be operational.
=>After finalizing all tender & terms condition the copy of the same should be circulated to all the
concerned field units / users. So that they can suggest still what ever to be added or deleted for more
perfection in future.
=>Certificate should be obtained from each user, that they have received it and have studied the
document of tender along with terms & condition.
=>This will ensure transparency & awareness in our working to avoid any financial loss to BSNL, as
precaution is better then prevention. The whole procedure suggested above should be made applicable
to Civil, Electrical works also.
=>In addition to that it is observed that the vendors/contractors are forming a cartel and are quoting
very high rates and ultimately management is finalizing the L1 party but surprisingly in many cases this
L1 rate is found 25 to 40% high compared to last tender rate. Quoting same, other SSA also start
following the same rate.
So in such events of cartel and high rate quoted by vendors/contractors, management should study
the last year operational rates of same SSA and nearby SSA within circle and the suitable rates can be
worked out and later on this rate should be made criteria for negotiation.
=>Same way to avoid irregularities, which are found in the purchase of computer, printer, CD writer,
fax machine, scanner, modems etc. by giving contract to unauthorized vendors. They in turn supply
non-standard, assembled spare or a whole item. We suggest that a technical committee should be
involved in the process of tendering these items, which can verify the existing rate of various brands
and authenticity of such item and spare. This can be ensured by forming a team of various rank
officers.
The implementation of all suggestions given above will be helpful to avoid nexus between local
management and vendors/contractors, wherein frequent, convenient, minor changes in specification
which suites to particular vendor/contractor and there by favour to a predefined vendor/contractor is
avoided.
(4) Issues of Mobile service: - (To ensure earliest finalizing hiring sites for BTS in all SSAs &
availability of various recharge /Top-up vouchers of mobile.)
4a) Due to delay in non implementions of auto conversion of plans, 2 mobile & 1 landline CUG, CUG
in Post paid, SMS base request of users for any commercial demand , etc which is most essential to
fulfill users request , is adversely affecting on “ sale of our product” despite some popular
schemes are launched for some limited period. This is creating obstruction in fulfilling our purpose of
increasing users’ base. So all such shortcomings are to be improved regularly with giving due waitage.
Addition to this improper functioning of Help desk is also the reason of annoying users and there by
damaging image in eyes of users. That is also to be improved up to the mark by all necessary steps.
4b) Recently the status of current balance of Pre-Paid users was either reduced up to zero or
increased then actual due to some technical problem in servers. This had created annoyance & Chaos
amongst users. And no body was compiling them properly want of proper information. In such a event
we suggest that
=>The actual reasons are to be worked out and Help Desk & concerned SSA may be informed to
pass the information to the CSCs. So that users can be informed accordingly on their quarries.
=> Immediately bulk SMS should be sent to affected users with convincing language, for assuring
and pacifying them.
=> The necessary press information may be release from our side in all the leading print meadia. So
that bed intention of any one to amplify the issue and there by defame our service should not
success.
4c) It is very important to take care that, day by day the coverage is becoming poor which is directly
affecting our revenue, despite we are adding No.s of additional site. The reasons for that are total
delay and negligence in carring out “Dry test & orientation” of BTS. We are sorry to state that after
taking over of ALKATEL all these tasks are all most incomplete. In this regard we suggest that
=> All the pending sites for “Dry test & orientation” must be listed and based on priority drive
for same must be carry out zone wise by rigorously pursuing with ALKATEL and in advance
programme may be intimated to SSA level maintenance team of CMTS .so that they can also join and
monitor it with accuracy.
=> The important equipment e.g. VSWR ,GPS, RF Tools ,Site master ,Laptop etc for
maintenance and immediate attending of fault without waiting for vendor, our SSA level team of CMTS
maintenance should be made available at least at major SSAs. Because either the long pending or
ditoriated due to wear & tear BTS/Site can be attended immediately in non availability of vendors
team or they may be engaged in some other important work at very far from the SSA were such
repair is urgently needed.
4d) Despite drawing attention repeatedly, the situation is not improved in regard to frequent shortage
of recharge /top-up coupons of various denomination of Mobile due lack of proper synchronization &
co-ordination with marketing wing of SSAs. All such issues raise doubts in the minds of field
executives, as well in the market about our commitment to face competition with private operators.
4e) In regard to enhancement of our mobile service coverage, Hundreds of BTSs & necessary
materials is orderd, side by side the work of finalizing, hiring of sites in various important & noncovered areas is under process at all the under planning wing.
For which the committee comprise of civil / Electrical / Finance /engineering officials is looking for
various formalities. Where delay is there. In this regard intervention & monitoring of Circle office is
solicited.
4f) To meet out the need in some typical area at the time of any huge gathering on any religious
event, or any emergency where our coverge position is poor, we suggest that BTS on wheels should
be procured & made available Zone wise i.e. minimum 3 in our circle, so that in any such situation we
can provide our un-interrupted service & there by gain and establish credibility regarding our social
commitment
4g) The system of senting bulk SMS is to be introduced to the prepaid customers whose records were
missing with us, with polite, proper & convincing by informing them the actual purpose of security
concern. More over this exercise should be done regularly at the end or first week of every month. For
the users who had completed the one month of operational of the SIMs.
Thus they should be given 3 messages at the intervals of every 5 days , failing in that they should be
banned for O/G calls thus maximum & all possible effort should made to get the required record from
such users. If we fail in this practice then only we must take decision for discontinue all service. Thus
step by step we can go abed to check & streamline the procedure of proper registration & record.
4h) It is still noticed that “123” & 9426024365 of mobile is fulfilling the users requirement up to the
mark and service congestion problem is still there, in this connection all required steps may be taken
to improve the service.
5) Issues of Operation wing: 5a) Checking CDR of Private Operators and giving free telephones to those companies:
In the earlier days of IUC regime, there was practice in the NC wing to check CDR of all private
operators and the highest called numbers of different exchanges were checked for any fraudulent
activity. One fraud was also Un earthed in ATD. Even on the basis of which 55309890 number of call
center was barred from BSNL as same was terminated on EPABX which was working on lease lines to
Mumbai. Now a day this practice is operational by most of the private Banks or many corporate.
=>Hence we suggest that instruction should be issued to all SSA heads that CDR of all private
operators should be checked for any kind of such violation.
=>In addition to that the first ten highest called numbers of private operators for which we are
paying highest IUC should be cross check by calling it and there by knowing the purpose.
=> And if any such fraudulent activity is found then through planning all the paid IUC and access on
such no.s should be banned by observing all the necessary formalities of notice etc.
=> More preferably In this regard we suggest that such individuals / company should be provided
with absolutely free incoming telephone with their choice of indicators.
5b) IUC for NLDO operators case of Tata Indicom walky and other operators. :
It is known to us that all the calls brought on FA trunk group of Tata Indicom Walky are charged 60
paise per minute considering them as WLL in local exchanges. We have come to know from the field
that it has not been charged at 60 paise per minute for NLD operators either may be due to lack of
proper infomation.Hence We suggest to issue necessary instruction in the field to calculate
the charges at 60 paise per minute for that level in FA trunk group of NLDO also.
On providing of VPTs, BSNL is getting huge revenue above the usage from USO funds i.e. Rs
15000=00 per connection per year. Most of the rural area of our Circle is covered by Existing network
of BSNL through B-fone or WLL. But it is surprising that looking to the various shortcomings & lack of
attendance from our side lot of controversies are raised which other wise can be a good source of
revenue for BSNL.Various problems noticed by us are as below with remedial solution.
5c) Quantum of business is not enhancing that much on the said VPT despite STD service. So many
annoyed users are surrendering VPTs. In this connection we suggest that the case should be taken
with H.Q. with all necessary pleading that either VPTs owner should be given access for all mobile
like urban local PCO or VPTs with STD facility may be given commission at par with VPTs (only local).
5d) VPTs owner with STD facility are asked to collect the bill from SDCA H.Q. it is too at the
frequency of every 15 days, failing which they have to pay late fee or disconnection. This is
uneconomical & inconvenient to them compare to earning. In this connection we suggest that their
billing cycle must be made monthly & bill should send by post or courier regularly.
5e) Information should be sought from all SSAs for the villages which are not having VPTs installed or
they remain in fault frequently. Based on that report, firstly VPTs should be provided where the
coverage of existing BTSs (Zetty Based) is available and planning of BTSs should be made ensue for
those villages where coverage is not there. Also effort should be made to shift all MARR and land line
VPTs to Zetty based WLL where coverage is there.
5f) we have received information from the field unit that RIL is indulged in the fraudulent activity by
wrongly claiming the subsidy from the USO. The detail of the case is as under.
Govt. was forced to revise the 1997 NTP and in year 2003 revised agreement was done between DOT
and Private operators which states that payment from USO will be given to Private Operators who will
physically install the VPT and make it operational. The meaning being that the VPT installed should
function properly and customer should be able to make local call, & calls to adjutant SDCA etc.
Here RIL played very cleverly and by just physically installing the VPTs on CorDect technology, and
without ensuring functioning, is claiming Crorres of Rupees since two years in Gujarat.This may be
happening in other circles also.Practically as per Quality of Service agreement (QOS) all the VPT
should be able to call outside their SDCA, but same is not the case for the VPTs installed by RIL in
Gujarat.
It is surprising that our Circle operation wing officers are also a part of inspection committee for
inspection of such VPTs, but concretely such major blunder of RIL is never exposed properly. This had
wrongly benefiting to RIL since last 2 to 3 years.
So such improper VPTs covered by RIL must be exposed by asking our field officers & reported to
DOT / BSNL H.Q. seeking permission to provide our BSNL VPT.
More It is essential that case must be taken up with DOT/ BSNL H.Q. and detailed inquiry for the total
payment made to RIL from USO in Gujarat circle and all other Circles should be carried out and it
must be checked whether QOS parameters are fulfilling the agreement with Government. And for such
fake reports all possible action should be initiated against involved culprits.
5h) providing of BB connection to external DE / SDE for smooth provisioning of BB
connections:
At present there is heavy demand of Broadband & there by grow in NTC is also taking place. But due
to none existing of streamline procedure there is much slowness in making it functional at user’s
premises. Hence we suggest that to each DE (External) One Broad Band service connection & laptop
is to be provided. And each DE (External) is advised to nominate specific two officials form existing
TTA, JTO or SDE cadre by minimizing their normal duty, and they should be assign a job, that every
day they collect User & Password from B.B.switch room, after that they configure all modems, after
that they will inform to users also and then concern modems should hand over to concern users
through concern T.M / TTA along with literature for providing to users by ensuring healthy ADSL link.
And even if any users need any help then specific duty allotted officials are told to approach them.
Such that hue & cry on this front can minimized. Users will be remain satisfied and thus our overall
image will improve. We suggest to finalize such standard procedure by consulting all concern & issue
necessary instruction to all SSA
5i) Disposal of the scrap material:It is fact that in each SSA large amount of non-used erected poles and lines (external plant material) is
occupying valuable space and there is every possibility of pilferage. And more adverse, delay in the
scraping procedure further results into heavy fall in scrape value.
=>Thus in order to receive the revenue as early as possible without allowing fall in scrape value, to
make free the space and avoid possible pilferage, the material should be immediately scrapped and
disposed off.
=>Even lot of materials is dumped in stores of SSAs for which we are paying the rent for the store.
This includes the obsolete material like posts, clamps, scrapped equipment & cable materials, vehicles,
batteries, furniture, technical equipments etc. which was earlier used.
Thus, immediately means should be found by forming scrapping committee consisting of various rank
officers for period of whole financial year. It is also to be noted that for iron / metal material disposal
M.S.T.C. may be preferred as per norms and guide line.
Hopefully we request your good self to take our suggestion true spiritedly and your good self will
bestow personal attention and issue necessary instruction to the concerned unit for further execution
please to avoid further loss to the company.
Thankingyou
Yours sincerely,
(B.G.Patel)
Circle Secretary SNEA (I)-Gujarat.
Copy to: 1) The General Manager (Admn.) O/o CGMT Gujarat for Information & n/a,