This May Day is very important for the BSNL workers. Their Unions jointly under the banner of Joint Action Committee have given a call to organise, observe the month as Customer Delight Month by making all efforts, in fact extra efforts, for settling the issues of the customers, for a better service and for the development of the company.
The JAC has approached the BSNL Management and the latter has assured full co-operation and issued directions to the field officers to co-ordinate with the workers and do whatever is possible to improve the services. The JAC Circular and the targets indicated have already been published by the unions in their websites etc.
The NFTE which has not participated in the JAC meeting has also now agreed and had given call to its members to observe the month as Customer Care Month. This is an appropriate decision.
I had made a note on the important issues to be tackled for the strengthening and development of the company which has not been discussed in detail in the JAC. However, I would like to get the valuable opinions of the viewers of this blog in this matter. A draft copy of the same is given below:

SAVE BSNL TO SERVE THE PEOPLE BETTER
BSNL is facing a serious crisis and is gradually moving towards downfall. The anti-PSU policy of the government, the lacklustre management, the deterioration in the customer care as also the cut-throat competition has resulted in the present unenviable situation. But BSNL is not beyond revitalisation. It has got infrastructure, committed workforce and the support of the people. A well planned strategy, effective implementation, support of the government and full commitment and determination on the part of the workforce from the top executive to the lowest level worker can certainly bring BSNL to its original stature and strength.
What is to be done?
1. Government should give financial assistance by restoring ADC, additional grant from USOF, refund the spectrum charges to BSNL as also exemption from the Licence Fee/reimbursement of Licence Fee.
2. Necessary rules/policy to be implemented making it mandatory for the Central/State governments and PSUs making it mandatory to take services from BSNL.
3. Change the present cumbersome procurement process of equipments. Equipments to be of high quality.
4. At least 60% of the staff at all levels to be utilised for sales & marketing. Special training to be given to them. Incentives be provided for motivation.
5. Timely availability of high quality materials including phones, cables, drop wire, tools, modem etc.
6. Accountability and necessary check at all levels.
7. Zero toleration against corruption. BSNL to be made corruption free.
8. Modernise Telecom Factories. New and modern products to be manufactured. High technical engineers to be recruited.
9. Improve quality of service and customer care. Human touch required in dealing with customers. One window system to be introduced.
10. Unnecessary expenditure to be strictly curtailed. Rented buildings to be vacated by accommodating all offices in BSNL buildings. Vehicles on rent to be reduced to the minimum requirement. Sharing of vehicles.
11. Tour to be reduced by arranging video-conferences etc. Air journeys in ordinary class only.
12. Vacant quarters and buildings to be effectively used by renting out to Central/State governments as also PSUs. Retired DOT/BSNL pensioners be given quarters on rent/lease.
13. Works Committee to be effectively used for interaction between management and improvement of services. This should be geld regularly, say once in a week.
14. Ensure quick settlement of staff grievances.
15. Continued training to all staff to upgrade their level of knowledge for better efficiency and customer care.
16. Better staff relations. More involvement of unions/associations in development,expansion, customer service etc.

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