(a) whether the telephone services (Mobile/Landlines and WLL) rendered by
Bharat Sanchar Nigam Limited (BSNL) and Mahanagar Telephone Nigam Limited (MTNL)
are unsatisfactory in comparison to private operators;
(b) if so, the reasons therefor;
(c) whether the issuance of telephone connection beyond their installed
capacity is one of the reasons for their poor performance; and
(d) if so, the steps taken by the Government to improve the services
rendered by both the companies?
THE MINISTER OF STATE IN THE MINISTRY OF COMMUNICATIONS AND INFORMATION TECHNOLOGY
(SHRI MILIND DEORA)
(a) to (d) The telephone services rendered by Bharat Sanchar Nigam Limited (BSNL)
and Mahanagar Telephone Nigam Limited (MTNL) are, in general, meeting the Quality
of Service (QoS) benchmarks prescribed by the Telecom Regulatory Authority of India
(TRAI), however, to further improve the QoS, both companies are also augmenting its
telecom network progressively so as to enhance coverage and capacity. They are also
optimizing the telecom network continuously for improving the performance and upgrade
the telecom network based on techno-commercial considerations.
In order to improve customer services, BSNL and MTNL are taking the
following steps:
(i) BSNL
# Stepping up of service level agreement based outsourced call centres.
# Up gradation of all its customer service centres with Information
Technology (IT).
# Introduction of Call Details Record (CDR) based billing and commercial &
customer relations management.
# Introduction of computerized on-line customers interfaces for bill payment etc
# Upgradation of its external plants.
(ii) MTNL
# Taking care of its customer’s conveniences by opening Sanchar Haat,
customer service centre.
# Increasing the points where customers can make payments.
# Appointment of Dealers & Agent & special care of Corporate Customers.
# Customer care portal, online complaint booking and tracking, etc