Jyotiraditya M. Scindia, the Minister of Communications for the Government of India, chaired a review meeting in New Delhi with the Chief General Managers (CGMs) of Bharat Sanchar Nigam Limited (BSNL). The high-level meeting focused on reviewing BSNL’s operational progress, addressing regional challenges, and outlining the strategy for improving the company's network and service delivery in the future.

Also in attendance were Pemmasani Chandra Sekhar, Minister of State for Communications, Government of India, and other senior DoT officials. In a media briefing between the sessions, Scindia noted that the discussions focused on strengthening BSNL’s role in the telecom sector, accelerating infrastructure rollout, and enhancing citizen-centric service delivery.

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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 by driving these priorities at every level and emphasising accountability for outcomes.

Customer-First Transformation

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

Key Focus Areas & Outcomes

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, VPN solutions, leased line services, and other new business opportunities.

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

New Service Initiatives

As part of the review, several new initiatives recently launched by BSNL were highlighted, aimed at enhancing service offerings and customer value. The initiatives include:

• 4G expansion and rollout in multiple telecom circles
• Introduction of IFTV for FTTH and BiTV for mobile customer platforms for next-generation infotainment
• BSNL National Wi-Fi Roaming (nationwide Wi-Fi roaming service for customers)
• Tailored BSNL VPN services and bundled packages for enterprise and government clients
• CNPN projects (private network initiatives) for high-reliability connectivity in mission-critical infrastructure
• A Spam-Free Network—a first-of-its-kind solution to eliminate scam and spam communications in real time
• The online portal for BBA (BSNL Business Associate) has been launched, enabling the educated youth to engage with the BSNL sales channel and strengthen and earn on sales commissions.

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Towards a Digitally Empowered Bharat

With a strong focus on execution, BSNL is now driving a renewed push to become a digitally empowered, service-oriented, and financially sustainable telecom operator. The company remains committed to connecting and empowering “Bharat” by extending modern telecommunication services and infrastructure across the nation.