BSNL Kerala to implement IT initiatives to improve service

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Trivandrum: The Kerala Circle of BSNL is implementing a slew of IT initiatives to improve the quality of service and customer satisfaction. This was disclosed by M S S Rao ITS, Chief General Manager of BSNL Kerala at a press conference to announce their financial results for 2013-14.

Explaining the results, Rao said, “As per the audited results, BSNL Kerala Circle has reported impressive figures and achieved stupendous growth in the last financial year. The circle made a net profit of Rs. 411.2 crores from a revenue of Rs. 2,820 crores. The net profit is the highest for any circle in the country, followed by Orissa at Rs. 34 crores. Kerala circle also got the highest positive growth of Mobile Number Portability with 6.4 lakh subscribers, as compared to any other service provider in any circle in the country. We have a market share of about 30%, the highest among all operators in Kerala. Our revenue target for this fiscal is Rs.3,000 crores.”

Giving details about the IT initiatives, Rao said, “The ERP implementation by SAP is in progress and the system is expected to go live on December 01, 2014. BSNL has also implemented fault monitoring software for attending complaints. GSmart is another system being used for optimising resources. This has Google maps plotted with faulty BTS. The Digital Cable Record Management System (DCRMS) will have the entire buried copper wire network of the State plotted on Google Maps. All these initiatives are part of our effort to improve the services.”

BSNL will soon have a dedicated Call Centre in Technopark, Trivandrum. The 200-220 seater centre is being set up by Aegis BPO. Currently, BSNL subscribers are being serviced by a call centre in Bangalore.

As part of Mission 500 announced earlier, 268 Customer Care Centres are now functioning in Kerala Circle and locations for another 142 new Customer Service Centres have been identified.

Recently, Reliance Jio Infocomm signed an agreement with BSNL to use its tower infrastructure. Out of the requested 559 sites, 32 sites have been provided now and another 100 towers will be given soon.

As on today, the BSNL customer base in Kerala consists of 27 lakh landline connections, 6.6 lakh broadband connections, 2.5 lakh CDMA connections, 28,000 WiMAX, 2.5 lakh Post-Paid connections, 65.6 lakh Pre-Paid connections. 17 lakh dormant connections have been removed this year.

All the senior officials of BSNL Kerala Circle were present for the press conference.

Anil Philip
Kerala IT News

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