**Policy Summary: BSNL Performance Review and Strategic Direction**
On July 28, 2025, Union Minister of Communications Shri Jyotiraditya M. Scindia chaired a review meeting with Bharat Sanchar Nigam Limited (BSNL) Chief General Managers (CGMs) in New Delhi to assess operational progress, address regional challenges, and outline future strategy. The meeting, which included Minister of State for Communications Shri Pemmasani Chandra Sekhar and other senior Department of Telecommunications (DoT) officials, centered on strengthening BSNL's role in the telecom sector, accelerating infrastructure rollout, and enhancing citizen-centric service delivery.
Key discussion points included BSNLs growth strategy, network performance improvements, customer service delivery enhancements, and organizational modernization. A core emphasis was placed on BSNL's transformation into a consumer-centric telecom service provider with "Revenue First" targets across all business units.
BSNL is undergoing a service transformation with a "Customer First" ethos, focusing on proactive customer engagement, improved service responsiveness, and prompt grievance redressal. Specific priority areas outlined for BSNL Circle Heads included:
* Reconnecting with customers across rural, urban, enterprise, and retail segments.
* Enhancing Quality of Service (QoS) in mobile networks and fiber-to-the-home (FTTH) infrastructure.
* Addressing customer grievances related to billing, provisioning, and network uptime.
* Driving accountability with revenue-first targets at every operational level.
* Expanding enterprise services, including connectivity, VPN solutions, leased line services, and other new business opportunities.
The review highlighted several new initiatives aimed at improving service offerings and customer value:
* 4G expansion and rollout across multiple telecom circles.
* Introduction of IFTV for FTTH and BiTV for mobile customers for next-generation infotainment.
* BSNL National WiFi Roaming, providing nationwide WiFi roaming services.
* Tailored BSNL VPN services and bundled packages for enterprise and government clients.
* CNPN projects, offering private network initiatives for high-reliability connectivity in mission-critical infrastructure.
* A "Spam-Free Network" solution designed to eliminate scam and spam communications in real-time.
* An online portal for BSNL Business Associates (BBA) to engage with the BSNL sales channel and earn commissions.
BSNL is focused on becoming a digitally empowered, service-oriented, and financially sustainable telecom operator, committed to connecting and empowering India through modern telecommunication services and infrastructure.
Key Entities Referenced
Jyotiraditya M. Scindia: Union Minister of Communications
Bharat Sanchar Nigam Limited (BSNL): A government-owned telecommunications service provider in India
New Delhi: Location of the review meeting with BSNL's Chief General Managers; a city and the union territory within India.
Pemmasani Chandra Sekhar: Minister of State for Communications
DoT: Department of Telecommunications, a department of the Indian government.
FTTH: Fiber-to-the-home, a technology for delivering high-speed internet access.
VPN: Virtual Private Network solutions offered by BSNL for enterprise services.
BSNL National WiFi Roaming: Nationwide WiFi roaming service for customers
Ministry of Communications
Union Minister Shri Jyotiraditya M. Scindia Reviews
BSNL’s Performance, Emphasizes Customer
Experience and Revenue Generation
Posted On: 28 JUL 2025 2:44PM by PIB Delhi
Union Minister of Communications, Shri Jyotiraditya M. Scindia, chaired a review meeting with Bharat
Sanchar Nigam Limited (BSNL)’s Chief General Managers (CGMs) in New Delhi. This high-level 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 Shri Pemmasani Chandra Sekhar, and other senior DoT officials. In a media briefing
between the sessions, Shri Scindia noted that the discussions focused on strengthening BSNL’s role in the
telecom sector, accelerating infrastructure rollout, and enhancing citizen-centric service delivery.Focus on Growth and Modernization
Wide-ranging discussions during the review focused on BSNL’s growth strategy, improving network
performance, customer service delivery, and organizational modernization. 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, emphasizing 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 initiative emphasizes 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
(cid:108)
Enhancing Quality of Service (QoS) in mobile networks and fiber-to-the-home (FTTH)
(cid:108)
Addressing customer grievances in billing, provisioning, and network uptime
(cid:108)
Driving accountability with “revenue-first” targets at every operational level
(cid:108)
Expanding enterprise services such as connectivity, VPN solutions, leased line services, and other
(cid:108)
new business opportunities.
Shri 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
(cid:108)
Introduction of IFTV for FTTH and BiTV for mobile customers platforms for next-generation
(cid:108)
infotainment
BSNL National Wi-Fi Roaming (nationwide Wi-Fi roaming service for customers)
(cid:108)
Tailored BSNL VPN services and bundled packages for enterprise and government clients
(cid:108)
CNPN projects (private network initiatives) for high-reliability connectivity in mission-critical
(cid:108)
infrastructure
A Spam-Free Network — a first-of-its-kind solution to eliminate scam and spam communications
(cid:108)
in real time
Online portal for BBA ( BSNL Business associate) have been launched , enabling the educated
(cid:108)
youth to engage with the BSNL sales channel strengthening and earn on sales commissions .
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***
Samrat/Allen
(Release ID: 2149231)