MARKETING OF BSNL SERVICES

(A Case Study of BSNL, Orissa)

A Dissertation Submitted in Partial Fulfillment of MBA
Programme of D.D.C.E. University, Bhubaneswar

Session : ----------------
Submitted by:

------------------------
Enrollment No: --------------------
EXAMINATION ROLL NO:----------------------

Under the Guidance of

--------------------------------

BHARAT SANCHAR NIGAM LTD.

O/O General Manager Telecom District
Rourkela – 769001

DIRECTORATE OF DISTANT AND CONTINUING EDUCATION

UTKAL UNIVERSITY
VANI VIHAR, BHUBANESWAR
UTKAL UNIVERSITY
 CERTIFICATE

This is to certify that Sri XXXXX Kumar Sahoo is a bonafide student of Utkal

University(DDCE), Bhubaneswar has concluded the Project work in „BSNL‟ on

“Marketing of BSNL Services” under the guidance of --------------- as partial

fulfillment of the requirement for the degree of M.B.A. of Utkal University. He has

worked with all honesty & sincerity.

I wish him all success in life.

Place: - Bhubaneswar

Date: -

(S. K. Acharya)
Associate Coordinator & Management Programme (DDCE),
Utkal University, VaniVihar,
Bhubaneswar.

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 Prof. S.P.Pani
Course Coordinator &
Management Programme (DDCE),
Utkal University, Vani Vihar,
BHUBANESWAR

This is to certify that Sri Chinmaya Sahoo is a bonafide student of

Utkal University (DDCE), Bhubaneswar has concluded the Project work in „BSNL‟ on

“Marketing of BSNL Services” under the guidance of Mr. Karma Lakra as partial

fulfillment of the requirement for the degree of M.B.A. of Utkal University. He has

worked with all honesty & sincerity.

I wish him all success in life.

Place: - Bhubaneswar

Date: -

(Prof. S.P. Pani)

Course Coordinator & Management Programme (DDCE),
Utkal University, Vani Vihar,
Bhubaneswar.

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 ACKNOWLEDGEMENT

I express my sincere thanks of gratitude to my esteemed

Director, Prof. S. P. Pani, DDCE, Utkal University for his kind
approval of this topic for undertaking the project work in BSNL.

Co-Ordinator Prof. R.K. Bal (PG Department of Commerce,

Utkal University, Vani Vihar) cherish the distinct privilege of my
association with Shri Karma Lakra, DGM (T), Bharat Sanchar
Nigam Ltd., O/o GMTD, Rourkela – 769001, Orissa under for his
advice in guiding me at every stage in bringing put this report.

I express my sincere obligation to Shri Karma Lakra, DGM

(T), Bharat Sanchar Nigam Ltd., O/o GMTD, Rourkela – 769001,
Orissa for his kind help and cooperation. I extend my thanks to
management personnel of BSNL for their sincere cooperation in
collection of information for preparation of my project work.

Lastly I express my special thanks to my family whose

valuable views and guidance have been of great value in
completing this project in time.

CXXXXXXXX Sahoo

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 DECLARATION

I do hereby declare that the dissertation entitled “Marketing of

BSNL Services – A Case Study of BSNL Orissa” being submitted
by me is a record of my own research work. The report embodies
the finding based on my study and observation and has not been
published or submitted anywhere else.

CXXXXXXX Sahoo

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 CONTENTS

CHAPTER SUBJECT PAGE

Certificate from the Organization I
Certificate from the Course Co-Ordinator II
Certificate from Guide III
Acknowledgement by the Student IV
Declaration of the Student V
I Introduction & Methodology 1-12
Objective of Studies, BSNL-an overview
Methodology, Scope * Limitation of Study
Chapter Plan
II Products & Services of BSNL 13-60
III Market Penetration of BSNL Mobile 61-68
IV Data Analysis and Interpretation 69-74
V Findings, Suggestions and Conclusion 75-85
Bibliography 86
Annexure 87-100

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 CHAPTER-I

INTRODUCTION
&
METHEDOLOGY

 OBJECTIVE

 METHODOLOGY

 SCOPE & LIMITATION

 CHAPTER PLAN

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 INTRODUCTION

ABOUT TELECOM SERVICES & BSNL –

The Telecom Services have been recognized the world-over as an

important tool for socio-economic development for a nation and hence

telecom infrastructure is treated as a crucial factor to realize the socio-

economic objectives in India. Accordingly, the Department of Telecom has

been formulating developmental policies for the accelerated growth of the

telecommunication services. The Department is also responsible for grant of

licenses to private sector operators for providing basic and value added

services in various cities and telecom circles as per approved policy of the

Government. The Department is also responsible for frequency management

in the field of radio connection in close coordination with the international

bodies. It also enforces wireless regulatory measures by monitoring wireless

transmission of all users in the country.

When it comes to connecting the four corners of the nation and much
beyond, one solitary name lies embedded at the pinnacle – BSNL. A company

that has gone past the number games and the quest to attain the position of

a leader. It is working round the clock to take India into the future by

providing world-class telecom services for the people of India.

Driven by the very best of telecom technologies from chosen leaders, it

connects each inch of the nation to the infinite corners of the globe, to enable
you to step into tomorrow.

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 The formation of Bharat Sanchar Nigam Limited (BSNL) on 1st

October 2000 was one of the landmark events in the history of

Telecommunications in India. Today, BSNL is the largest Public Sector

Undertaking of the nation serving more than 34 million customers. It has the

responsibilities to improve already impeccable quality of telecom services,

expansion of telecom network, taking telecom services in all the villages and
instilling confidence amongst its customers.

ABOUT BSNL ORISSA –

A Chief General Manager with HQr. at Bhubaneswar heads BSNL Orissa.

He is assisted by GM (Dev & Oper.) and GM (Finance) for smooth functioning

of the office. There are thirteen telecom districts in Orissa out of which SAG

level officers head seven, five by JAG level officers and one by STS level
officer.

The telephone density of Orissa is highest in the coastal belt consisting

of Balasore, Bhadrak, Jajpur, Cuttack, Kendrapara, Jagatsinghpur, Puri,

Khurda and Ganjam revenue districts. The western belt consisting of

Sundargarh, Sambalpur, Bargarh, Angul, Koraput, Keonjhar etc. are rich in

mines; but the density of telephones there is less than that of the coastal

districts. Other region comprising of Kalahandi, Nuapada, Bolangir, Sonepur,

Phulbani, Boudh etc. have hilly terrain and are scarcely populated. The
telephone density in this region is very low.

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 The map below shows all the 13 Telecom Districts under Orissa Telecom

Circle.

BSNL PRODUCTS & SERVICES; AN INTRODUCTION –BSNL

offers a series of products and value added services to its valued customers –

- Basic Telephone Service

- Long Distance Service

- Wireless in Local Loop (WLL) Service

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 - Internet Service

- Voice over Internet Protocol (VoIP) Service

- Countrywide Cellular Service (Post-paid)

- Pre-paid Cellular Service

- India telephone Card

- Intelligent Network

- INMARSAT

- Integrated Service Digital Network

- Virtual Private Network

DIAS - Direct Internet Access System

- Information Technology (FRS/DQ/IVRS)

- High Speed Internet System – Broadband

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An Overview on BSNL -
The telecom services have been recognized the world-over as an

important tool for socio-economic development for a nation and hence

telecom infrastructure is treated as a crucial factor to realize the socio-

economic objectives in India. Accordingly, the Department of Telecom has

been formulating developmental policies for the accelerated growth of the

telecommunication services. The Department is also responsible for grant of

licenses to private sector operators for providing basic and value added

services in various cities and telecom circles as per approved policy of the

Government. The Department is also responsible for frequency management

in the field of radio connection in close coordination with the international

bodies. It also enforces wireless regulatory measures by monitoring wireless

transmission of all users in the country.

STRENGTH OF BSNL –

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VISION & MISSION -

The formation of Bharat Sanchar Nigam Limited (BSNL) on 1st

October 2000 was one of the landmark events in the history of

Telecommunications in India. Today, BSNL is the largest Public Sector

Undertaking of the nation serving more than 34 million customers. It has

the responsibilities to improve already impeccable quality of telecom

services, expansion of telecom network, taking telecom services in all the

villages and instilling confidence amongst its customers.

Our mission is to provide world class Telecom Services on demand

using state of the art technology for our valued customers at affordable

price. Demand from telephone centric to data centric environment, which

has Changing regulations, converging markets, competing technologies and

ever demanding customer needs have generated enormous additional

opportunities for BSNL and so are the challenges. There is a gradual shift in
defined a new paradigm in telecom business.

The company with a sound financial base is ready to face the impact of
the upcoming competition. BSNL has received an overwhelming response to

its simultaneous launch of GSM cellular mobile Telephone services (CMTS)

across the country. The Voice over IP (VoIP) will be introduced shortly

between six cities in the country. The introduction of DSL technology in the

access network will be another solution to meet the demand for high

bandwidth considerably. Other technological innovations in the form of

Managed Leased Line Networks (MLLN), LMDS, DLCs & RLC in the access

network are in different phases of implementation. Commissioning of

DWDM in the main routes through "Sanchar Sagar Project" has laid the

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foundation for the formation of National Information Super Highway.

Introduction of Internet Telephony ("WEBFONE") has proved our

commitment towards "Providing World-class Telecom services at a very

affordable price to our valued customers."

The company is committed to provide a combination of products and

professional services with a wide choice of end-to-end solutions and self

care to meet the aspiration of the customers and to give them the
satisfaction.

Today Bharat Sanchar Nigam Limited (BSNL) is the No. 1

Telecommunications Company and the largest Public Sector Undertaking of

India and its responsibilities include improvement of the already impeccable

quality of telecom services, expansion of telecom network, introduction of

new telecom services in all villages and instilling confidence among its

customers.Responsibilities that BSNL has managed to shoulder remarkably,

deftly. Today with a 43million line capacity, 99.9% of its exchanges digital,

nation wide Network management & surveillance system (NMSS) to control

telecom traffic and nearly 3, 55,632 route kms of OFC network, Bharat
Sanchar Nigam Ltd is a name to reckon with in the world of connectivity.

Along with its vast customer base, BSNL's financial and asset bases too are

vast and strong. Consider the figures, as they speak volumes on BSNL‟s

standing.

The telephone infrastructure alone is worth about Rs. 1, 00,000 crore

(US $ 21.2 billion), Turnover of Rs. 22,000 crore (US $ 4.6 billion), Add to

which, BSNL's nationwide coverage and reach, comprehensive range of

telecom services and a penchant for excellence; and you have

the ingredients for restructuring India for a bright future.

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 ASSETS -

Bharat Sanchar Nigam Limited has got fixed assets valuing more than

Rs.90,000 Crores (US $ 20.64 billion), which are in the form of Land,
Buildings, Cables, and Apparatus & Plants etc.

Objective of Studies -

The objectives of this project work are –

 To analyze the customer growth.

 To analyze the quality of services extended by BSNL.

 To design suitable marketing strategy.

 To compare BSNL marketing strategy and quality of service with that of

its competitors.

BSNL is committed to provide quality Telecom Services at affordable price

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to the citizens of the remotest part of the Country. BSNL is making all effort

to ensure that the main objectives of the new Telecom Policy 1999 are
achieved:

 Access to telecommunications is of utmost importance for achievement

of the country's social and economic goals. Availability of affordable and

effective communications for the citizens is at the core of the vision and

goal of the new Telecom policy 1999.

 Strive to provide a balance between the provision of universal service to

all uncovered areas, including the rural areas, and the provision of high-

level services capable of meeting the needs of the country's economy.

 Encourage development of telecommunication facilities in remote, hilly

and tribal areas of the country.

 Transform in a time bound manner, the telecommunications sector to a

greater competitive environment in both urban and rural areas

providing equal opportunities and level playing field for all players.

METHODOLOGY –
The methods employed for collecting information regarding the
objectives of study was mainly primary data collection method and secondary

data collection method. The secondary data were obtained from Newspapers,

BSNL journals, Business magazines and Books. The primary data was

collected through a structured questionnaire for the sample.

This method of gathering data was chosen because it is economical,

faster and easier than other methods.

Sample Plan –
The sampling plan undertaken was random sampling method and mainly

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drawn from the users visiting our Customer service Centres and from visitors

of different BSNL exhibitions. This was done because

 To cover all potential customers

 To avoid unnecessary information.

Sample Size –
Sample size taken was 300. A set of questionnaire consisting of 18

questions relating to different BSNL products and services were asked to be

answered along with some personal information from the respondents.

Analytical Tools -
The analytical tools used in the study are frequency table, cross table,

percentile calculation i.e. Ratio Test, Pie chart, other graphs and chi-square

test.

The chi-square test is used to determine whether the observed pattern

of data confirms at an expected data pattern in each category. The test is

conducted by setting Null Hypothesis and then testing its significances by

comparing the calculated value of chi-square with table value. If calculated

value is less than the table value then the hypothesis is accepted otherwise it

is rejected.

Here the theoretical value or expected value or an observed value is

calculated by considering the two corner values of those particular observed

values.

E = Expected Value or Theoretical Value

O = Observed Value

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 2 2

Formula for X test is: Summation of (E-O) / E

Degree of Freedom is (R-1) * (C-1),

Where,

R = No. of rows in a table

C = No. of columns in a table

Scope & Limitation –

1. The limitation in data collection defines the scope of a study. For the

study the primary data was collected from Bhubaneswar City. The

respondent for the survey includes persons involved in educational

organizations, students, professionals, business groups and

commercial users. Owing to the time constraints, only 200

questionnaires would be administered.

2. At times the opinions of the respondents tend to become pre-

conceived and biased which troubles a lot while analyzing and even

some of the respondents do not give valid responses and are not co-
operative in attitude. This sometimes skews the study.

CHAPTER PLAN –
1) Chapter I deal with history of BSNL, its convergence from Department

of Telecommunications, its features, its mission and vision, BSNL

operations in Orissa, its unmatched customer oriented brands of

products and services.

2) Chapter II gives detailed information about the different brands of

products and services of BSNL with special emphasis on the role of

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 BSNL, Orissa in making those products user friendly in the Orissa

market to always remain ahead of its competitors.

3) Chapter III deals with the market prospective of all the BSNL products

and services in India with special reference to Orissa.

4) Chapter IV deals with the analysis of data gathered from the

respondents on BSNL Orissa through a structured set of questioners and

its interpretations.

5) Chapter V deals with the summery and findings of the research work

along with suggestions and the concluding remark. The bibliography,

annexure and graphs are available at the end.

****

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 CHAPTER-II

BSNL

 BASIC TELEPHONE SERVICES -

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 BSNL is the largest telecom operator in India and is known to everybody

for Basic Telephony Services for over 100 years. Presently the Plain old,

Countrywide telephone service is being provided through 32,000 electronic

exchanges, 326 Digital Trunk Automatic Exchanges (TAX), Digitalized Public

Switched Telephone Network (PSTN) all interlinked by over 2.4 lakh km of

Optical Fiber Cable, with a host of Phone Plus value additions to our valued

Customers. BSNL's telephony network expands throughout the vast expanses

of the country reaching to the remotest part of the country.

Phone Plus Facility

Gone are the days when basic telephones were used only to make and receive

calls. With the aid of state-of-the-art digital exchanges, BSNL offers you a

host of phone plus services, converting your old basic telephones to a

sophisticated tool, which can be used, for a variety of applications. All the
Phone Plus facilities are available free of cost with effect from Jan. 22, 2003.

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 The facilities are –

 Call Waiting

 Abbreviated Dialing

 Hotline

 Call Transfer & Call forward service

 Automatic Wake up

 Reminder Call service

 Calling Line Identification Presentation (CLIP)

 Dynamic locking.

Mobile Services –
BSNL started its countrywide simultaneous Mobile Service operation on

19th October 2002 at Lucknow inaugurated by the Hon‟ble Prime Minister of

India Mr. Atal Behari Vajapayee. BSNL mobile is popular among its customers

in two brands –

I) Cellone – the country wide post-paid cellular service

II) Excel – the country wide pre-paid cellular service

Countrywide Cellular Service from BSNL Pre-paid Cellular Service of Cell One

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 BSNL launched India‟s biggest cellular service Cell One, which along

with Excel (pre-paid service) brings cellular telephony to the masses, through

innovative technology and strategic pricing. This ambitious service uses state-

of-the-art GSM technology to attain global excellence and leadership in

business. Our entry into this sector has brought GSM cellular service at an

affordable cost to the common man. All serving a single objective, to provide

better communication to millions across India.

Customers have reposed tremendous faith in BSNL and it has enrolled

over 20 Lakh Cellular customers within five months of launch of Cellular

service, an unprecedented mark in Indian Cellular Market.

Wireless in Local Loop (WLL)

This is a communication system that connects customers to the Public

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Switched Telephone Network (PSTN) using radio frequency signals as a

substitute for conventional wires for all or part of the connection between the
subscribers and the telephone exchange.

 Countrywide induction of WLL under way for areas than are non-feasible

for the normal network.

 Helping relieve congestion of connections in the normal cable/wire

based network in urban areas.

 Connecting the remote and scattered rural areas.

 Limited mobility without any air-time charge.

FIXED TELEPHONE LINES on WLL (FWL) -

For fixed telephone on WLL, registration amount, security deposit,

installation charges, rental, pulses for local, STD & ISD calls etc. shall be
same as applicable to a regular wired line connection in that area, except the

special deposit for subscriber terminal, for which the following two options are

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available to the subscriber:

A. The special refundable but non-interest bearing deposit amount for the

subscriber terminal payable by the subscriber shall be Rs. 10,000/-

Or

B. The subscriber shall be provided an option for obtaining the subscriber

terminal under an insurance cover in lieu of special deposit of Rs. 10,000/-, at

the monthly insurance charge of Rs. 20/- for the first year in addition to
monthly rental (service tax extra).

Shifting charges for WLL (FWL) will be charged as Rs. 300/- instead of
Rs.600/- with effect from 3.4.2003.

FOR VPT PHONES: The insurance premium may be paid from the BSNL

account and no charge on this account be recovered from the custodian of

V.P.T.

LIMITED MOBILITY ON WLL –

For having a WLL telephone with limited Mobility facility on WLL,

registration amount, security deposit, rental, pulses for local, STD & ISD calls

etc. shall be same as applicable to a regular wired line connection in that

area, except the special deposit for subscriber mobile handset for which the

following four options are available to the subscriber:

1. BSNL will supply the handset for use and customer will pay Rs.20/-

per month towards insurance charge of the handset.

2. BSNL will supply the handset for use & customer will pay Rs.200/-
per month for 25 months and then the handset will be of the

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 customer.

3. BSNL will supply the handset for use against a security deposit of

Rs.5000/- refundable at the time of surrender.

4. Buy your own CDMA handset from the market and take a connection.

INMARSAT -

Subscriber dialed INMARSAT services from Shore to Ship; Ship to Shore

and Ship to Ship in Indian region is operational in the BSNL Network.

INMARSAT Calls from STD/ISD PCOs:

i. Subscriber dialed INMARSAT calls are also accessible to STD/ISD PCOs

where these have been made available to ISD subscribers. Instances

have been brought to the notice that STD PCO charge indicators are not

able to record the pulses sent by exchange for these calls.

ii. It is intimated that as per present specifications, STD PCO charge

indicators are not equipped to record pulses of shorter durations as in

the case of INMARSAT calls. The specifications of PCO Charge indicators

are under review to incorporate the required software/hardware to

recognize pulses of short durations. Some of the switches are also not

yet able to send short duration pulses on PCO line due to technical

constraints. These would also require up-gradation.

iii. In view of above constraints, it has been decided to permit STD/ISD

PCO franchisees to put through INMARSAT calls and charge the

customers by manual computing based on the pulse rates applicable.

The STD PCOs franchisees may be advised to prominently display the

INMARSAT call pulse rates for information of public. The duration of the

call displayed by charge indicator in use may be used for manual

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 calculation of charges.

iv. The above procedure will be permissible only for INMARSAT calls as a

temporary measure.

v. Services of INMARSAT are very much essential for the state like Orissa,

which reeled under natural calamities every year. This will help people
to communicate with others incase of such dangerous situations.

INMARSAT Tariff –

In accordance with TRAI, the new tariff for subscriber dialed INMARSAT
services are given below:

1. INMARSAT has 4 access codes for telephones, which are equivalent to

country codes as per CCITT recommendations. These codes are as follows -

Region Codes

Indian Ocean Region (IOR) 873

Pacific Ocean Region (POR) 872

Atlantic (East) 871

Atlantic (West) 874

2. To record these calls in the subscriber meters, the duration of pulses

required will be of 260 m. sec. for IOR calls and 150 m. sec. for AOR/POR

calls. Introduction of this service in the shore to ship direction has a limitation

that such short duration metering pulses cannot be transmitted over junction

cables and mechanical meters in electro-mechanical exchanges cannot

respond to these pulses as such this facility cannot be made available in

electro-mechanical exchanges. However, in all other local electronic switches

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the pulses may be generated locally and services via INMARSAT opened. In C-

DoT 256 Port RAX and ILT switches, these services cannot be implemented on
account of technical constraints.

3. The tariff for these services shall be based on charge pulses given at para 2
above. These pulses shall be charged at the rate of Rs. 1.20 per pulse.

VALUE ADDED SERVICES-

Internet -
BSNL is an Internet service provider, providing Internet service

throughout the entire country except in New Delhi and Mumbai, under the

brand name of “Sancharnet”. Sancharnet provides free all India roaming and

enables it's users to access their accounts, using the same access code

(172233) and user ID from any where in the Country. It has a customer base

of more than 3.5 lakh subscribers. In order to make Internet available

through out the length and breadth of the Country Internet Dhabas are being

commissioned at all the Block Headquarters. BSNL has also started DIAS and
Account free internet access(CLI based) facility on few select cities recently.

Web-hosting service is also provided by the BSNL. It allows customers to

host their static or dynamic web sites on BSNL servers. Web hosting service

provides basic features like Web-space (Data Storage) on servers for hosting

HTML pages with browser supported MIME types, Primary or Secondary

Domain Name Hosting, Server Side Scripting: Perl, Java Servlets,

JSP, Database Access (My SQL), Email Access and Web-email, Multiple Email
IDs as per the plan, Ftp access for uploading and downloading pages as per

the plan, Continuous usage billing for Web, Messaging and FTP etc.

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BSNL on September 2nd, 2002 launched Internet telephony services named

'Web Fone'

BSNL Internet subscribers (Sancharnet users) can see their account

information i.e. hours used/left, change passwords and see their e-mails on
BSNL Sancharnet website http://www.sancharnet.in/

National Internet Backbone (NIB)

BSNL is an Internet service provider, providing Internet service throughout

the entire country except in New Delhi and Mumbai, under the brand name of

”Sanchar net". Sancharnet provides free all India roaming and enables it's

users to access their accounts, using the same access code (172233) and user

ID from any where in the Country. It has a customer base of more than 3.5

lakh subscribers. In order to make Internet available through out the length

and breadth of the Country Internet Dhabas are being commissioned at all the

Block Headquarters

National Internet Backbone (NIB-II) -Project 2.2 –

Dataone Broadband:-

BSNL is in the process of commissioning of a world class, multi-gigabit, multi-

protocol, convergent IP infrastructure through National Internet Backbone–II

(NIB-II), that will provide convergent services through the same backbone

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and broadband access network. The Broadband service will be available on

DSL technology (on the same copper cable that is used for connecting
telephone), on a countrywide basis spanning 198 cities.

In terms of infrastructure for broadband services NIB-II would put India at par

with more advanced nations. The services that would be supported includes

always-on broadband access to the Internet for residential and business

customers, Content based services, Video multicasting, Video-on-demand and

Interactive gaming, Audio and Video conferencing, IP Telephony, Distance

learning, Messaging: plain and feature rich, Multi-site MPLS VPNs with Quality

of Service (QoS) guarantees. The subscribe will be able to access the above
services through Subscriber Service Selection System (SSSS) portal.

Key Objectives

 To provide high speed Internet connectivity (upto 8 Mbps)

 To provide Virtual Private Network (VPN) service to the broadband

customers

 To provide dial VPN service to MPLS VPN customers.

 To provide multicast video services, video-on-demand, etc. through the

Broadband Remote Access Server (BRAS).

 To provide a means to bill for the aforesaid services by either time-

based or volume-based billing. It shall provide the customer with the

option to select the services through web server

 To provide both pre-paid and post paid broadband services

Tariff of Broadband

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 BSNL is launching its Broadband Services in 198 cities very shortly. The

services will be provided on existing copper infrastructure. Initially, High

Speed Internet Service will be provided. Subsequently, other services such

as VPN, Multicasting, Video Conferencing, Video-on-Demand, Broadcast

application etc will be added

Particulars Tariff in Rs.

Bandwidth (wherever technically feasible) 256 Kbps/ upto 2 Mbps
Monthly Charges (Rs) 250
Discounted Annual Payment Option to 2500
Customers (Rs)
Download/Upload Limit (GB) per month 1.0 GB
Additional Usage Charges/MB beyond free 0.90
download/upload limit (Rs)
Free E-mail IDs/Space (Per E-mail ID) 1/5 MB
Security Deposit NIL
Night Unlimited (0200-0800 Hrs) Not Available
Minimum Hire Period Three Months

Modem on Outright purchase:

It is decided to offer different types of modems on outright purchase basis to

Dataone customers. Different options are given below:

Modem Type
Ports Type-I Type-II Type-III Type-IV
Ethernet One One Four Four
Wi-Fi - One - One
USB One - - -
Charges (Rs) 1200 1800 1200 1800
Modem on Rent: Only Type I modem is given on rental at present.The
monthly rental for Type I, II, III and IV modems shall be as given below:

Modem Type
Particulars Type-I Type-II Type-III Type-IV
Monthly Rs. 60* Rs. 90* Rs. 60* Rs. 90*
charges p.m. p.m. p.m. p.m.

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 New monthly charges with effect from 01-12-2006.

INITIAL AND OTHER CHARGES

Installation charges Rs 250*

(In case of modem from BSNL)
Modem Charges

1. Modem Sale Price (One time) OR Rs 1200 to 1800

2. Alternate to Purchase of Modem

(a) Monthly Rental Rs100

(b) Security Deposit (refundable*) Rs 500
Shifting Charges Rs 300

DATAONE - HOME PLANS (w.e.f. 1st January 2007)

Particulars Tariff in Rs.
Home Home Home 250 Home 500 Home 1000 Home Home
UL 900 UL 900## 1800 3300
PLUS **
Bandwidth 256 256 256 256 384 512 2
(wherever Kbps Kbps Kbps/ Kbps/U Kbps/ Kbps/ Mbps
technically feasible) Upto pto Upto Upto
2Mbps 2Mbps 2Mbps 2Mbps
Monthly Charges 900 900 250 500 1000 1800 3300
(Rs)
Discounted Annual 9000 9000 2500 5000 10000 18000 33000
Payment Option to
Customers (Rs)
Download/Upload Unlimite Unlimite 1.0 GB 2.5 GB 5 GB 10 GB 20 GB
Limit (GB) per d d
month
Additional Usage 0.90 0.80 0.80 0.70 0.70
Charges/MB beyond
free
download/upload
limit (Rs)
Free E-mail 2/5 MB 2/5 MB 1/5 MB 1/5 MB 1/5 MB 1/5 MB 2/5
IDs/Space (Per E- MB
mail ID)
Security Deposit 1 month 1 month NIL NIL 1month 1month 1mont
plan plan plan plan h plan
charges charges charges charges charg
es
Night Unlimited No Yes Yes Yes Yes
(0200-0800 Hrs)
Minimum Hire Period One One Three Three One One One
Month Month Months Months Month Month Month

(31)
Note:
** For Home Plan UL 900 Plus: Telephone fixed monthly charges per month- Nil, Free
Calls- Nil,
MCU charges per Pulse @ Rs. 1/- shall be applicable. The calls shall be charged
as per pulse rate of BSNl Bfone General Plan. Security Deposit and Installation
charges as applicable for Local/STD/ISD shall be taken from new customers.

##
For Home Plan UL 900: Telephone Rental per month, Free Calls & MCU charges
per pulse shall be as per existing plan of the customer.

DATAONE - BUSINESS PLANS (w.e.f. 1st January 2007)

Particulars Tariff in Rs.
Business Business Business Business Business
700 1200 3000 5000 9000
Bandwidth 256Kbps/Upto 256 512Kbps/Upto 1 2 Mbps
2Mbps Kbps/Upto 2Mbps Mbps/Upto
2Mbps 2Mbps
Single /Multi SU SU MU MU MU
User-(SU/MU)
Monthly Charges 700 1200 3000 5000 9000
(Rs)
Discounted 7000 12000 30000 50000 90000
Annual Payment
Option to
Customers (Rs)
Download/ 4 GB 8 GB 20 GB 35 GB 75 GB
Upload Limit
(GB) per month
Additional Usage 0.80 0.80 0.50 0.50 0.50
Charges/MB
beyond free
download/upload
limit (Rs)
Free E-mail 1/5MB 1 / 5 MB 2 / 5 MB 2 / 5 MB 4 / 5 MB
IDs/Space (Per
E-mail ID)
Static IP Address Not Available Not Not Available One One
(On Request) Available
Web Hosting Not Available Not Not Available 5 MB 5 MB
Space (On Available
Request)
Domain Name Not Available Not Not Available One One
(On Request) Available
Security Deposit 1 month 1 month 1 month 1 month Rs. 5000
rental rental rental rental
Minimum Hire One Month One Month One Month One Month One
Period Month

(32)
DATAONE - UNLIMITED BUSINESS PLANS (w.e.f. 16th March 2007)

Particulars Tariff in Rs.

Business Business Business Business
UL 3300 UL 3300 UL 6000 UL 6000
Plus Plus
Bandwidth 256Kbps 256 Kbps 512Kbps 512Kbps
Single /Multi SU SU SU SU
User-(SU/MU)
Monthly Charges 3300 3300 6000 6000
(Rs)
Discounted 33000 33000 60000 60000
Annual Payment
Option to
Customers (Rs)
Download/ Unlimited Unlimited Unlimited Unlimited
Upload Limit
(GB) per month
Free E-mail 4/5MB 4 / 5 MB 4 / 5 MB 4/ 5 MB
IDs/Space (Per
E-mail ID)
Telephone fixed NIL As per the NIL As per the
monthly charges existing existing
in Rs plan plan
Free Calls NIL As per the NIL As per the
existing existing
plan plan
MCU 0.90 As per the 0.90 As per the
charges/pulse existing existing
plan plan
Minimum Hire One One Month One One Month
Period Month Month

(33)
 OTHER CONDITIONS
(a) For all the plans, Dynamic IP addresses only will be given. No Static IP
addresses will be given in the initial phase.

(b) For the DIAS customers, wishing to switch to ADSL Broadband services,
the transfer of Security Deposit to ADSL is permitted.
(c) Billing for the service will be included in the normal b-fone (landline
phone)bill. The billing cycle shall be same as b-fone billing cycle.
Monthly rental will be collected in advance and usage charges will be in
arrears.

At the time of issue of Demand Note, following charges are to be

collected:

a)Installation charges (As applicable)

b) Advance Rental as per billing Cycle (One month/Two months)

C) Security Deposit of the Modem (If Applicable)

d) Advance monthly rental for modem

e) Refundable Security Deposit for 2 months rental as per the plan (As
applicable)

As a special incentive to customers, to come forward and take up/ test

the service, for both Home and Business plans, additional usage charges
(Rs/MB) for the use will not be levied up to 30th June, 2005 for the
customers who join the service up to 30thJune, 2005.

The above tariff will be an Introductory Promotional Tariff for a period of

Six months from the date of the commercial launch.

(34)
 All the tariff plans mentioned above are in addition to the normal rental/
usage charges of the bfone.

FAQ on Broadband
Q1. What are the contents available on Broadband ?

Ans :- Presently only high speed internet connectivity is available in BSNL

Broadband.

Other services planned are as follows :-

 VPN service

 Multicast Video

 Video on demand

 Bandwidth on demand

 Video & Audio conferencing

 Interactive gaming

 Live and time shifted TV

 Distance learning

 Messaging etc

Q2. How do I know that I have been given the speed of 256 Kbps connection ?

The bandwidth provided is the total pipe for upload & download etc . The

throughput may vary depending on various extraneous conditions .

Presently the speed of the connectivity can be checked by browsing the

website 2wires.com. However to check the subscriber throughput

necessary provision is made to install FTP applications in which speeds

shall be incorporated in the existing SSSS ( Subs Service Selecting system

) application details of which will be intimated to Broadband subscribers .

(35)
Q3. Why the Broadband is slow some times ?

BNSL aims to provide fast, reliable service to all the broadband customers.

Some customers try to hog disproportionate amount of available resources.

Customers might select lower end plans for heavy work or make excessive

use of peer-to-peer file sharing. This could result in 20% users using over

80% resources. High levels of usage by a small number of users risks

reduced performance for all users. BSNL has the following options to solve

this problem :

1. Lower the contention ratio

2. Provide more resources and increase the prices

3. Set download limits

The first two options are not fair to 80% users who use the resources

sensibly. As such setting download limits was the best and fair solution. If

any user requires higher limit he/she can upgrade to higher plan. Speed of

the connectivity depends on the sites being browsed and international

gateway traffic status.

Q4. How to protect my PC from virus , as virus attack may slow down Broadband and

even formatting of PC is needed ?

To protect your PC use updated Anti virus program .It is also mandatory

to remove Cookies and other temporary files from your PC regularly.

Q5. How do I know that I have reached my data transfer limit ?

To ensure transparency towards billing Broadband customer should have

the provision to view the details of transaction ( volume of data

downloaded/uploaded along with date and time ) for at least three months

(36)
. This feature is being introduced in SSSS application and the subscriber

will be intimated the procedure to view the data from www.dataone.in.

Action is being taken to give CDR data along with dataone bills .

Q6. How is your Broadband connection better/ faster than the Ortel Cable Broadband

connection ?

If you are using a connection with 1 Mbps down load speed then you are

having a speed that is 17.5 times faster that normal dial-up, about 8 times

faster than ISDN and about 4 times faster than DIAS.

 Fast downloads

 At least 4.5 times and up to 140 times faster than dial-up

connection

 Always on connection

 Telephone and Internet access can be used together

 No telephone call charges

 Cost effective way to access Internet

 A host of free content on the web can be downloaded faster

Broadband refers to a connection that has capacity to transmit large

amount of data at high speed ( 256 Kbps and above ). Presently a

connection having download speeds of 256 kbps or more is classified as

broadband. When connected to the Internet such a connection allows

surfing or downloading much faster than a dial-up or any other narrowband

connections.

In case Ortel cable broadband bandwidth in a particular area is divided but

in case of BSNL connection bandwidth is shared. Hence , BSNL Broadband

subscriber always gets 256 Kbps connectivity. There is a reliability and

(37)
transparency in dataone billing .

Q7. If Broadband connection is ‘ Always On’ , then my data transfer limit may get

consumed ?

„Always-on‟ means that the ADSL broadband sets up a permanent

connection to the Internet that lets you access the Internet as soon as you

switch on the computer and the modem. You do not need to 'dial up' like

when you are using a standard modem connection. Transaction of data

takes place only after Internet explorer is opened. Hence there is no

question of data transfer limit being consumed in „Always-on‟ situation.

Q8. Can I get the Static IP address instead of Dynamic IP address ?

When you are connect to the Internet, your PC is automatically allocated

an IP(Internet Protocol) address to identify it to the outside world. There

are two types of IP addresses, dynamic and static. Dynamic IP changes

from session to session while static always remains same. IP addresses

could be dynamic (that typically change with each session) and static (that

are permanently allocated to you). In the current BSNL DataOne plans only
dynamic IP are provided. A static IP address may be required for certain

services or applications you use. These typically include:

1.Running your own mail server (SMTP inbound).

2.Many VPN (virtual private network) implementations require one or

both sides of the VPN to have a static IP address.

3.If you are connecting to your company network and need access

through their firewall.

BSNL planned all the above services and more in near future.

(38)
 Q9. What is BSNL DataOne Broadband Service?

Broadband refers to a connection that has capacity to transmit large

amount of data at high speed. Presently a connection having download

speeds of 256 kbps or more is classified as broadband. When connected to

the Internet such a connection allows surfing or downloading much faster

than a dial-up or any other narrowband connections.

Q10. What is ADSL?

ADSL stands for Asymmetric Digital Subscriber Line. It is a technology that

allows copper telephone pairs to be used to provide a broadband

connection. It provides „always-on‟ Internet connection that is

automatically established once the PC and ADSL modem are switched on.

Q11. What is ‘always-on’ service? Will there be call charges?

„Always-on‟ means that the ADSL broadband sets up a permanent

connection to the internet that lets you access the internet as soon as you

switch on the computer and the modem. You do not need to dial up like
when you are using a standard modem connection. There will be no call

charges for Internet access but voice calls will be charged as before.

Q12. How fast is ADSL compared to normal dial-up, ISDN and DIAS connection?

If you are using a connection with 1 Mbps download speed then you are

having a speed that is 17.5 times faster that normal dial-up, about 8 times

faster than ISDN and about 8 times faster than DIAS.

Q13. What are the benefits of ADSL?

Fast downloads o At least 4.5 times and upto 140 times faster than dial-

(39)
up connection o Always on connection o Telephone and Internet access can

be used together o No telephone call charges o Cost effective way to

access Internet o A host of free content on the web can be downloaded

faster.
Q14. What is the difference between DataOne home and DataOne business?

Both of these connections offer high speed Internet access respectively

for home and office environment. In DataOne for business connecting more

than one computer may be allowed along with other possible features like

extra email addresses, domain name, web hosting space as and when

introduced.

Q15. Do I need a separate line for ADSL?

No. ADSL can run on your existing basic phone (Bfone) line. If you do not

have a Bfone connection then you need to get one from BSNL before you

can ask for an ADSL broadband connection.

Q16. Can I use both phone and ADSL together?

Yes. ADSL uses a different set of frequencies and does not interfere with
telephone conversation. Conversely, making a phone call while accessing

the Internet does not affect the speed of the ADSL connection.

Q17. How do I get the connection?

Fill up a registration form and deposit at BSNL customer centers. These

forms are available on the BSNL web-site, from customer service centers

and franchisees. You can also register online at BSNL website by filling a
simple form. Click here to register online>>

(40)
 Q18. What is a CPE? How do I get it?

CPE stands for Customer Premise Equipment. This would consist of an

ADSL modem/router and a stand-alone or a build in splitter to separate the

telephone and broadband connections. You can purchase your own CPE or

BSNL can provide the same. There are three options for getting the CPE

from BSNL. Option I - Outright Purchase from BSNL for Rs 2000/- Option

II - Use BSNL modem by paying advance monthly rental of Rs 100 and

non-refundable Security Deposit of Rs 500/- Option III - Free Modem.

Please click here for details

Q19. What is a splitter? Do I need one?

If at your home/business, the same line is used for voice and data then

you need to separate out these signals by using a splitter. The splitter will

have one output for your telephone and one or more for the ADSL modem

which in turn connects to your computer. This comes along with the

modem that BSNL provides.

Q20. My friend has ADSL but BSNL in my city says I cannot!

These could be the reasons for this. Your distance from the nearest ADSL

Central Office equipment(DSLAM) may be beyond the technically

permissible limit. Visibly the distance of your house/business may look

same to you as your friend‟s but it is the actual cable length that counts.

Once you apply for a DataOne broadband connection, you line will be

tested and you will be informed whether you home/business is covered

Other reason could be that your friend has a BSNL fixed line phone and
you do not.

(41)
 Q21. What is download/upload?

When the information flows from somewhere e.g. a web-page or a site to

your PC you are “downloading” on the other hand when you send

information e.g. request for a web-page, you are “uploading”

Q22. Why are the download/upload rates different?

ADSL is an asymmetric technology giving different rates in “down” and

“up” directions. This is perfectly fine since we download(browsing,

downloading clips, music etc) much more than we upload(a website

address, a few clicks etc)

Q23. How do I connect to ADSL?

To connect to ADSL you need an ADSL modem/router to be installed at

your home/business. On your PC you should have an Ethernet port with

RJ45 socket. Some ADSL modems have a USB port and you could connect

these modems to the USB port of you computer.

Q24. How do I install ADSL?

Once your connection comes through, an installation pack consisting of

the CPE and installation guide will be sent to you. If you have requested

BSNL for installation, a technician will visit and complete the installation for

you. If you are buying your own Modem you can still request for

installation on payment of the requisite charges. We will, however, only

support equipment supplied by us.

Q25. How long does it take to install ?

Once we receive your order, BSNL will do the required line checks and

(42)
assuming these pass it takes around 5-10 working days for the service to

be enabled by BSNL at your local telephone exchange.

Q26. Do I need any software for the installation?

No. With your Welcome Pack you get an installation CD which includes

everything you need to get started. If you choose to use your own

equipment (e.g. modem or router) then you will need to ensure you have

the right software.

Q27. What is an IP address?

When you are connect to the Internet, your PC is automatically allocated

an IP(Internet Protocol) address to identify it to the outside world. There

are two types of IP addresses, dynamic and static. Dynamic IP changes

from session to session while static always remains same.

Q28. What type of IP addresses are possible ?

IP addresses could be dynamic (that typically change with each session)

and static (that are permanently allocated to you). In the current BSNL
DataOne plans only dynamic IP are provided

Q29. Why would one need a static IP address?

A static IP address may be required for certain services or applications

you use. These typically include: 1.Running your own mailserver (SMTP

inbound). 2.Many VPN (virtual private network) implementations require

one or both sides of the VPN to have a static IP address. 3.If you are
connecting to your company network and need access through their

firewall.

(43)
 Q30. Can I change from one Broadband data rate to another?

Yes, on payment of requisite charge. See details>>

Q31. What happens if I shift my premises?

ADSL connection is given for a particular BSNL fixed line. If you move,

ADSL can be shifted to a BSNL line in the new location subject to

availability in that area and payment of shifting.

Q32. Do I still need to pay the telephone line rental ?

Yes. The ADSL broadband service uses your normal analogue exchange

line to provide the high speed Internet access, so you still need to pay the

line rental and any normal calls on that line.

Q33. How do I choose the speed/tariff plan that's right for me?

This will depend on what you will be using broadband for. If you are using

it from home or a small office, choosing a service that offers a speed of

256 Kbps is ideal for general surfing and emailing. However, if you are
downloading lots of videos or sending very large files, it may be better to

choose a broadband service with even higher capacity.

Q34. How do I pay for Broadband from BSNL?

Broadband from BSNL is charged monthly, via your BSNL bill. You can

choose to pay your BSNL bill by cash, cheque or bank or credit card. You

can sign-up online for Direct Debit. Find out more about mode of payment
at www.bsnl.co.in

(44)
 Q35. Can the helpdesk help solve problems with my own computer/ hardware?

No. The helpdesk is there to help you with problems relating specifically

to the Broadband service from BSNL and the hardware/software provided

by BSNL. If you have purchased a product where hardware was not

provided as part of the service, the helpdesk will not be able to assist you

with it, and you should contact your hardware supplier.

Q36. Can I have more than one broadband connection, for redundancy/up time?

You can have more than one line, however we cannot guarantee service

on broadband connections, therefore we do not suggest an additional

broadband line for redundancy/up-time.

Q37. Do I need any extra equipment when upgrading to a faster speed package?

No, you will be able to use the modem/router provided with your current

Broadband

Q38. I want to connect more than one computer to my Broadband line to share my

internet connection. How do I do this?

Yes, if you choose the right broadband plan, you would be permitted to

connect more than one computer. However, all the users will share the

bandwidth allocated to you.

Q40. What is ‘contention’ or a ‘contention ratio’?

To provide a cost effective service - all ADSL services are „contended‟

(shared). These contention ratios are applied in the backbone and

international part of the network. A commonly applied contention rate is 50

: 1. All customers are guaranteed the “plan” rate up to the local exchange

(45)
or the ADSL equipment to which they are connected. On the shared part of

the network a 50:1 contention ratio would mean that a 256k connection

would be shared by 49 others. In reality this is very unlikely to happen and

the customer would find the connection much faster than dial-up modems.

ADSL relies on individual users not making unreasonable traffic demands

on the network to provide fast access speeds for all. If you are not getting

the speed you expect, it can be due to the contention ratio but also to

many other factors including the congestion at the remote site you are

accessing.

Q41. Why do you limit the amount of data I can download ?

BNSL aims to provide fast, reliable service to all the broadband

customers. Some customers try to hog disproportionate amount of

available resources. Customers might select lower end plans for heavy

work or make excessive use of peer-to-peer file sharing. This could result

in 20% users using over 80% resources. High levels of usage by a small

number of users risks reduced performance for all users. BSNL has the

following options to solve this problem : 1. Lower the contention ratio 2.

Provide more resources and increase the prices 3. Set download limits The

first two options are not fair to 80% users who use the resources sensibly.

As such setting dowonload limits was the best and fair solution. If any user

requires higher limit he/she can upgrade to higher plan.

Q42. What all can I do with 1 GB(Giga Byte) download?

One GB is 1024 Megabyte or 1073741824 bytes. You can do the following

with 1 GB download limit : 1. An average web page is about 50 kilobytes in

size - so you could download around 20,000 web pages for 1 gigabyte. 2.

(46)
An hour of surfing the web would be around 10 megabytes (200 pages) so

you could surf non-stop for about 100 hours for 1 gigabyte. 3. An hour of

streamed radio would use about 15-20 megabytes. 4. An hour of streamed

video uses around 100-150 megabytes. 5. Playing an online game typically

uses about 10-15 megabytes per hour. 6. Emails are very small - so 100

emails would be just 1 megabyte - or 100,000 emails for 1 gigabyte! (of

course the attachments count extra) 7. A super-high resolution (5-6

megapixel) digital camera JPEG picture or typical MP3 music file is about 2-

3 megabytes so you could download 350-500 of these images/music files

for 1 gigabyte. Very few users would actually exceed the download limits

set.

Q43. What is a firewall, should I have one?

A firewall is a system designed to prevent unauthorized access to or from

a private computer/network. It is highly recommended that all Internet

users (even using standard dialup access ) should have a firewall to protect

their computer/network. As ADSL broadband service are „always on‟ it is

even more important.

Q44. Do ADSL services come with a service level agreement ?

ADSL broadband services do not come with a SLA (service level

agreement). However BSNL aims at repairing 80% of ADSL circuit faults

within working hours. If you require a „guaranteed‟ high-speed connection

to the Internet you would probably require a leased line instead of ADSL

broadband.

(47)
 Q45. What is NAT (Network Address Translation/Translator)?

NAT stands for Network Address Translation/Network Address Translator.

Each computer connected to the Internet needs to have a unique IP

address. To use the global IP addresses more efficiently, computers

belonging to a business can have “local” addresses. NAT would then allow

connecting multiple “local” computers to the Internet using one IP address.

Each NAT has a „table‟ of local IP addresses and globally unique addresses

by which the NAT box can translate the local IP addresses to global address

and vice versa.

Q46. Can I host a web server on an ADSL line ?

A web server can not be hosted on an ADSL line because BSNL is not

giving static IP addresses for broadband connection. Although it is

technically possible but not recommended specially for important or heavy

usage service. ADSL is asymmetric service with upstream rates much lower

than downstream rates. In the business plan upstream rate is 128 kbps

and with usual contention ratio, performance can be poor if many users try

to access the web server. As it is not a recommended use, BSNL would not
support maintenance complaints in such cases.

Q47. I have ADSL at office, can I also use it at home ?

An ADSL Broadband account is activated on a specific telephone line only.

If you need to use the broadband connection at a location other than

where it is installed you need to take another broadband connection.

Q48. Where can I get help about DataOne service?

You can call 24 hours helpline toll free number: 1600 424 1600

(48)
 Q49. What kind of PC do I need to run ADSL?

Most present day configurations will run ADSL. The following minimum is,

however, recommended:

Processor 200 MHz (or better)

Operating System Windows 98SE (or higher)

RAM (memory) 32 MB RAM

Free Disk Space 125MB

SVGA monitor

CD-ROM Drive

Network Interface Card(NIC) with 10/100 Mbps Ethernet port with RJ45

socket
Intelligent Network -

Recognizing the rising expectations and requirements of the customers, BSNL

endeavors to harness the rewards of telecom revolution. Towards this, we

have redefined the term 'telecom service' by introducing value added services
in the form of intelligent network.

This technology makes possible, time and cost effective services, optimized

solutions, meeting the exact needs of the customers, in additional business

for you.

How it works?

Intelligent Network provides a framework to create various services in a

centralized place independent of the switch. In IN, calls generated by a

subscribers are routed (Circuit Switched) to the nearest Service Switching

Points, which in turn, consults, the Service Control Points (SCP) on high speed

(49)
CCS 7 links to get the necessary information for further routing of the call. IN

Services can be used by subscriber connected to any type of exchange using

existing telephones.

Services Offered -

Free-phone Service - Call charges paid by the called person. Ideal for service
and Tourism industry.

Premium Rate Service - A great tool for professionals to sell priced

information/consultation on phone.

Indian Telephone Card - A pre-paid facility for making local, STD or ISD calls
from any telephone.

Virtual Private Network - Normal telephones programmed to work as cheaper

and flexible - nationwide - private network.

Universal Number - A unique number nationwide.

Tele voting - for conducting opinion polls and surveys using BSNL network.

Account calling Card - For those who want to have a permanent account with
BSNL can make use of this service. This is similar to India Telephone Card.

Tariff for Account free Internet Dial up access based on CLI

Usage charges for Internet access through BSNL‟s sancharnet are 10 paise

per minute. The subscribers will be charged at these usage charges over and
above normal PSTN dial up charges.

(50)
Tariff for Internet Access Local Calls

The tariff for Internet access local calls [Calls made to internet access nos.

like 172XXX] has been reduced w.e.from November 2005. The new rates are
given below:

Internet Access Local Calls during Pulse Rate

0730 to 2230 hours 375 seconds

[Rs. 10/- per hour]

2230 to 0730 hours 750 seconds

[Rs. 5/- per hour

DATE OF EFFECT: 31-03-2007

The uniform tariff shall be applicable for all new customers. All new
connection shall be provided as per the tariff applicable on the date of new
connection/renewal. All instructions issued from time to time by BSNL shall
remain applicable.

A. PSTN Dialup Access - Limited Access

Free access from 1100 PM to 0800 AM on Weekdays and for full day on
Sunday and National Holidays

S.N. Brand Name Denomination Hrs Validity Charges

1. Corporate 1000 2 yr 4500

2. Gold Pass 500 2 yr 2300

3. Silver Pass 200 2 yr 1000

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4. Executive 100 2 yr 500

5. Regular 50 1 yr 250

6. Temporary 25 6 months 150

B. ISDN Dialup Access (Charges per 64 kbps) - Limited Access

Free access from 1100 PM to 0800 AM on Weekdays and for full day on
Sunday and National Holidays

S.N. Brand Name Denomination Hrs Validity Charges

1. Corporate 1000 2 yr 8000

2. Professional 500 2 yr 4500

3. Personal 100 2 yr 1000

ISDN (Integrated Service Digital Network) -

GENERAL -

ISDN Has emerged as a powerful tool worldwide for provisioning of different

services like voice, data and image transmission over the telephone line
through the telephone network. ISDN is being viewed as the logical extension

of the digitalization of telecommunication network and most developed

countries are in different stages of implementing ISDN.

An ISDN subscriber can establish two simultaneous independent calls (except

when the terminal equipment is such that it occupies two 'B' channels for one

call itself like in video conferencing etc.) on existing pair of wires of the

telephone line (Basic rate ISDN) where as only one call is possible at present
on the analog line /telephone connection. The two simultaneous calls in ISDN

(52)
can be of any type like speech, data, image etc. The call setup time for a call

between two ISDN subscribers is very short, of the order of 1 to 2 seconds.

ISDN also supports a whole new set of additional facilities, called

Supplementary Services.

Connectivity -

The ISDN subscriber will have full connectivity, nationally, to other analog

telephone subscribers. At present ISDN services are available to and from

India for the following countries:

- Australia - Austria - Belgium

- Canada - Denmark - France

- Germany - Ireland - Italy

- Israel - Japan - Malaysia

- Netherland - Norway - Philipines

- Singapore - Switzerland - Thailand

- U.A.E - United Kingdom - U.S.A

Services Offered By ISDN -

Normal Telephone & Fax (G3) Digital Telephone - with a facility to identify
the calling subscriber number and other facilities.

G4 FaxData Transmission at 64 Kbps with ISDN controller card Video

conferencing at 128 Kbps Video Conferencing at 384 Kbps (Possible with 3

(53)
ISDN lines)

ATM (Asynchronous Transfer Mode) or PVC (Permanent Virtual Circuit)

Variety of supplementary Services supported by ISDN -

o Calling Line Identification Presentation (CLIP)

o Calling Line Identification Restriction (CLIR)

o Multiple Subscriber Number (MSN)

o Terminal Portability (TP)

o Call Hold (CH)

o Call Waiting (CW)

o User-to-user Signaling (UUSI)

Types of Accesses -

There are two types of "accesses" (connections) for ISDN.

Basic Rate Access (BRA): 2B+D

2 Channels of 64 Kbps for Speech and Data.

1 Channel of 16 Kbps for Signaling

Primary Rate Access (PRA): 30 B+D

30 Channels of 64 Kbps for speech and data.

1 Channel of 64 Kbps for signaling.

ISDN Tariff –

I. Installation and Testing Charges

(i) Wiring Charges up to Network Terminal Rs. 4,000/-

(NT) for Primary Rate Access (PRA) (one time charge)

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(ii) Wiring Charges up to NT1 for Basic Rate Rs. 300/-**
Access (BRA) (one time charge)
In case subscriber provides on its own (prior to 3.5.2002, this was
the initial wiring, a further rebate of Rs. Rs. 600/-)
250/-will be admissible in case of PSTN
DELs.**

(iii) Subscriber Interface Bus Rs. 500/-

(one time charge)

ISDN Terminals

Installation and testing charges for ISDN terminals will not be levied in
case such equipment is purchased and installed by the subscriber on its
own** (One time Charge)

(iv) Ordinary ISDN Phone Rs. 275/-

(v) ISDN PC Card Rs. 400/-

(vi) ISDN Feature Phone Rs. 550/-

(vii) Terminal Adapter Rs. 475/-

(viii) ISDN PBX per port Rs. 800/-

(ix) G4 Fax Terminal Rs. 6,000/-

(x) Videophone Rs. 1,350/-

II. Monthly Rental for ISDN Equipment (optional)

Note: These Rates for monthly rental for individual ISDN equipment are
valid only if the equipment is hired from BSNL (per month)

(i) Ordinary ISDN Phone Rs. 550

(ii) ISDN PC Card Rs. 800

(iii) ISDN Feature Phone Rs. 1,100

(iv) Terminal Adopter Rs. 950

(55)
 (v) ISDN PBX per port Rs. 1,600

(vi) G4 Fax Terminal Rs. 12,000

(vii) Videophone Rs. 2,700

III. Monthly Rental for Access

Rs. 5,000
per month up to 3 kms
(i) Monthly Rental for Access for PRA
Rs. 2,000 for
each additional km or part

(ii) Monthly Rental for Access for BRA Rs. 500 per month

IV. Usage Charges

For every B Channel Same as PSTN

Note: There will be no minimum usage charge. The rates as applicable to

PSTN will be the ceiling rates. Any change in the PSTN tariff will automatically
imply the corresponding change in the usage rates applicable for every B
channel.

V. Rental for Supplementary Services

(i) Direct Dialing in NIL

(ii) Calling Line Identification Presentation NIL

(CLIP)

(iii) Line Hunting NIL

(iv) Closed User Group (CUG) NIL

(v) Advice of Charge NIL

(vi) User to User Signaling NIL

The following is the set of seven supplementary services which are supported
by all New Tech switches present in PSTN of BSNL. The facilities are available
on free of charge basis

(56)
 (i) CLIP

(ii) CLIR

(iii) CW

(iv) TP

(v) MSN

(vi) CH

(VII) UUSI

Besides the above PRIs , the possibility of forwarding the dial digits to the
cord nos. is available free of charge. This service will be provided on request
from customers.

Information Technology -

With the convergence of technologies, catalyzed by the global IT revolution

the world is witnessing change as never before in recorded history. In the

realm of telecommunication, the change and the pace of it are more

pronounced - from basic telephony to voice, video and data services,

and from bandwidth on demand to virtual private networks, IT is making the

entire plethora of BSNL's telecom services expand. And, being rapidly

implemented as the backbone for running customer-friendly services:

- FRS (Fault Repair System), DQ (Directory Enquiry), IVRS (Interactive

Voice Response System) and accounting and billing systems are already
operational at BSNL.

- DOTSOFT, an integrated commercial & FRS package being inducted

countrywide, to provide single window convenience.

- Telephone Directory on CD ROM and on the Internet.

(57)
- Infrastructure, technology and expertise for full service support to e-
commerce enterprises.

India Telephone Card (ITC) Service –

GENERAL –

This prepaid card enables you to make local, STD or ISD calls even from

a STD/ISD barred telephone. The calls are charged to the secret number

specified in the card and not to the telephone connection being used.

Equipped with this card, you can enjoy the freedom of making calls anywhere,
anytime, from any telephone. India Telephone cards are available on sale at

all the Customers Service Centers of BSNL and through its franchises

appointed in different cities. ITC card purchased in one city can be used in any
other city where this service is available.

This is an access code based service; all IT Cards calls are preceded by

the code 1602345 (or 160233 old code) as shown in the IT Card. This

enables you to dial the IT Card number after dialing the access code. On
dialing, you are informed of the balance amount against your IT Card, after
which you can dial the destination number.

(58)
Tariff -

The cards may be in denomination of Rs. 105/-, Rs. 210/-, Rs. 525/-, Rs.
1050/-, Rs. 2100/- & Rs. 5250/-.

 On all denomination of Cards Local, STD or ISD calls can be made.

 There will not be any free calls.

 Call charges have been reduced from Rs. 1.20/- to Rs. 1.10/- per

metered call unit (mcu).

 The number of calls allowed on every denomination of the card will be

rounded off after deducting the Service tax amount @5% on applicable

on the face value of the card and applying unit call rate of Rs. 1.10/-.

For example if the value of the card is Rs. 100/- number of unit calls

allowed will be 86, for Rs. 500/- card, 430 unit calls are allowed.

 There will not be any registration charges for this ITC service.

 Any detailed bill, if asked by the cardholder, having subscriber Account

No. and PIN, will be given on payment of Rs. 100/-

Validity period of ITCs of various denominations are given below

Denomination Validity Period (With effect from 15.7.2001)

Rs. 105/- & 210/- 2 months

Rs. 525/- 3 months

Rs. 1050/- & more 6 months

(59)
Customer Care –
BSNL has an improved Customer Care system throughout the country.

 Pagers being given to outdoor staff in a phased manned for

speedy rectification of faults.

 Majority of the local network is built up on jelly filled and OFC.

 Internal Distribution Points (DPs) being provided in the customer

premises to eliminate the faults arising out of overhead wires.

 Extensive use of digital loop carrier (DLC)/Wireless in Local Loop

(WLL) system for improving reliability of external plant.

 Remote Line Units (RLUs). Remote subscriber Units (RSUs) being

provided extensively to reduce the long lengths of copper cables.

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  Establishing call centers across the nation to provide single

window solutions and convenience to customers.

 Countrywide Network Management & Surveillance System (NMSS)

to ensure uninterrupted and efficient flow of telecom traffic.

 Application Form for new telephone connection made free of

charge.

 Procedure for restoration of telephones disconnected due to non-

payment simplified and powers delegated to Secondary Switching

Area (SSA) heads.

 Payment of telephone bills being received on Saturday and

Sunday through cheques in CTO/DTO.

 More than one PCO permitted at the same premises.

 Various application forms and procedures being simplified for new

telephone connections, shifting and third party transfer.

 There are 3200 Customer Service Centres (CSC) working all over

the country. Maharastra Circle topped the list with 423 CSCs

where as North East-II circle has the minimum two CSCs.

 Orissa has 74 CSCs and all facilities are extended in those CSCs
for BSNL‟s valued customers.

 The details about the Customer Service Centres working in

different Telecom Circles of BSNL is in Annexure-II.

FREEQUENTLY ASKED QUESTIONS –

How to get a duplicate bill ?

Duplicate Bills indicating the bill amount an be obtained from the Customer

Relations Officer of your Zone. The same can also be obtained from the

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Accounts Officer Telephone Revenue of your zone. No fee is levied for this

facility. Details of the outstanding bills can also be known through Interactive

Voice Response Systems (IVRS) wherever installed. Fax image of the bill can
be obtained through IVRS.

How to get rental rebate?

Rebate in rental is provided suo-moto to subscribers when the services are

interrupted over a prolonged period due to departmental reasons.

Proportionate rental rebate will be given when the service is interrupted for a

period ranging from 7 days to 14 days. 30 days rental rebate will be given to

subscribers when the service is interrupted for more than 15 days but less

than 30 days. Pro-rata rental rebate will be given when the service is

interrupted for more than one month. In these entire rebate cases there will

be corresponding reduction in the number of free calls allowed. If rental

rebate is not given automatically, the subscriber can represent to the

Divisional Engineer (Internal) of his telephone exchange.

Where do I get details about outstanding bills ?

a) If the reconnection is requested within 3 months from the date of

disconnection, the Customer Relation Officer will allow reconnection

after collecting the bill dues. The reconnection charge will be levied

through subsequent telephone bill. The reconnection is likely on the

same day or the following day.

b) If it is more than three months, the cable pair and indicator number

are not guaranteed. However, if he applies for reconnection, the

concerned AO (TR) will process it after collecting all the dues including

reconnection charges. The security deposit will also be reviewed and

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 further demanded wherever necessary.

c) In case of more than 6 months, such lines are treated permanently

closed. However, under the discretionary powers vested, the Deputy

General Manager concerned may approve for reconnection in which case

the intervening rental is also to be levied in addition to pending bills,

reconnection fees and security deposit if any. In cases falling under (b)

and (c) the reconnection Advice Note (NPO) will be issued to the field
units for reconnecting the line.

How do I get reconnection after disconnection?

Outstanding telephone dues can be obtained from the Customer Relations

Officer of your zone. The same can also be obtained from your Accounts

Officer Telephone Revenue of the zone if the bill is outstanding for more

than 3 months. Details of the outstanding bills can also be known through

Interactive Voice Response Systems (IVRS) wherever installed. Fax image of

the bill can be obtained through IVRS.

How I can pay my bill simply sitting at home?

It is possible to pay the telephone bills regularly without standing on queue or

without moving away from home. You can opt for payment of bills through

Electronics Clearance System of BSNL through which your bill amount will be

debited from your account at the appropriate time with a very nominal

charge. So no headache any more. Otherwise one can also pay bills by
cheques which are collected in the drop box available at the payment counter.

Customers of Bharat Sanchar Nigam Limited in any Telecom Circle can voice
their grievances and register in Public Grievance Cell (PG Cell) working in

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the Chief General Manager’s Office by dialing the number 1094, which is

toll free. The telephone number for PG Cell at Kolkata and Chennai is 1095,

this is also toll free. This service is accessible from all exchanges in every
Telecom Circle. Non-STD subscribers can also avail this service.

In Orissa facilities are available at all SSA headquarter regarding all the above

inquiries. All these places have PG cells and Customer care centre that takes

care of the customer‟s complaints and grievances. Though it is observed that

BSNL‟s Customer care is not up to the standard with the private operators but

BSNL committed to provide better care to its valued customers in the days to
come.

(64)
 CHAPTER-III

MARKET PENETRATION
OF
VALUE ADDED SERVICES
OF BSNL

(65)
 MARKET PENETRATION OF VALUE ADDED
SERVICES OF BSNL

Since 1853 when the people in India starts using the communication

media for communicating with each other in an efficient way, the only name

in their mind is the Posts and Telegraphs Department of the Government of

India. Govt. has full control on the communication system. There was no

competitor in the field. The department is the only operator to provide basic

telephone services, telex services in the country.

In 1986, both postal and telecommunications departments were

separated and Department of Posts and Department of Telecommunications

(DoT) were formed. By this time the government has taken decision to allow

the private operators in the field of basic telephony. Thus private operators

enter into the field of competition. New services like long distance STD

service; ISDN, IT and also Internet have also been started in the country both

by the government and the private operators.

Latter DoT was further divided in to Department of Telecom Operations

and Department of Telecom Services. DoTS took the responsibility to maintain

of the telecom services in India to face the challenges of the emerging trend

of the entry of private operators in the field.

Finally the government decided to form the Bharat Sanchar Nigam

Limited (BSNL) from 1st October 2000 so that it will able to face the

(66)
competition from the private operators. BSNL continues to maintain its quality

and even improving its service so that it remains No. 1 always. It became true

even after the entry of a no. of competitors in different fields. The services of

BSNL are incomparable with that of the competitors.

In Orissa, till date no basic operators have started operation. But M/s

Reliance Info System has expended its infrastructure in Orissa to a large

extent in the state aiming to provide different services like Basic phone, GSM

and CDMA Mobile, Internet, Cable Network and other value added services.

M/s Reliance is the first operator in Orissa to start the GSM mobile services.

But BSNL, Orissa when flagged off its Mobile service in the state in November

2002 suddenly became No.1 in the state having captured more than 70,000

customers by 31st March 2003.

Finance -
With a market share of over 85% of the National Telecom Network,

Bharat Sanchar Nigam Limited, the largest Public Sector undertaking of the

Nation is certainly on a financial ground that's sound.

The corporation has a net worth of Rs 68,000 crores (US $ 15 billion),

authorized capital of Rs. 10,000 crores(US $ 2.12 billion), paid up capital of

Rs 5,000 crores(US $ 1.06 billion) and anticipated revenue during the current

financial year is approx Rs. 22,000 crores (US $ 4.6 billion).

Growth Plan -
BSNL's future plan include a fast expansion programme of increasing the

(67)
present 36 million lines to twice that number by 2005 and some 120 million

lines by 2010.

The shift in demand from voice to data domination, and from wire line to

wireless, has revolutionized the very nature of the network. BSNL has already

set in place several measures that should enable it to evolve into a fully

integrated multi-operator by 2005 and its incumbent status, size,

infrastructure and human resource should certainly, give it a distinct

advantage.

Consolidation of the network and maintaining high quality of service

comparable to International standards is the key aim of the Growth Plan.

Objective of the plan are:

The telephone connection shall be provided on demand and it shall be

sustained.

The Network shall be made fully digital. All the technologically obsolete analog
exchanges will be replaced with digital exchanges.

To provide digital transmission links up to all SDCAs.

Digital connectivity shall be made available to all the exchanges by 2007.

Extensive use of Optical fiber System in the local, Junction and long

distance network so as to make available sufficient bandwidth for the spread

of Internet and Information technology.

ISDN services shall be extended to all the district headquarters, subject

to demand.

(68)
 To provide Intelligent Network Services, progressively all over the
country (major cities have already been covered).

To set up Internet Nodes progressively up to District headquarters level.

Upgrading existing STD/ISD PCOs to full fledged Public Tele-Info

Centers (PTIC) for supporting Multi media capability and Internet Access.

Replacement of life expired, analogue coaxial and radio systems.

Introduction of Wireless technology (Supporting Internet Access) and

optical fiber technology in subscriber loop.

Introduction of latest telecom services like National directory enquiry,

computerization etc.

Cellular Mobile Project of 4 million customers will be implemented in two

phases. Phase-I will cover about 1.5 million customers covering about 1000

cities during 2002-03. This will be expanded to 4 million in the expansion

phase-II.

PROJECTS UNDER DEVELOPMENT -

 GSM Cellular Mobile Telephone Services (CMTS)

 Sanchar Sagar Project through DWDM

 Wireless in local loop (WLL)

 Voice over IP

 Broadband Services - ADSL & High Speed Internet

 Managed Leased Line Network (MLLN)

 Access Network - LMDS, DLCs, RLC etc.

(69)
  Internet Exchange Points - IXP & Internet Data Centers (IDC)

 E-Commerce
 Internet Dhabas (Cafes)

Material Management -

Total annual procurement of Bharat Sanchar Nigam is mainly done

through:

 Open Tenders floated by MM Cell of BSNL Headquarter and Individual

Telecom circles.

 Public Sector Units (under reserved quota) like ITI.

 CGM Telecom Stores for items like External Plant, Batteries, Power Plants

etc.

 In-house production Units (Telecom Factories) for line stores & equipments

like CT Box, MDF, DP Box, LJU, etc.

CORPORATE ACHIVEMENTS -
The turnover of the company has been Rs. 24299.8 Crores, which on an

annualized basis implies a 5% growth over the previous year. This growth has

taken place inspite of 62% reduction in long distance tariff during the last

quarter of the year. The profit after tax has been at a comfortable level of Rs.

6312 Crores. In terms of extension of coverage the percentage growth of lines

(53 lacs) has been the highest ever in the history of telecommunication in this

country. Another remarkable achievement has been that this phenomenal

growth has been financed solely through the internal resources of the company

without having to resort to any market borrowing. After making adequate

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provisioning for higher wage bill for absorbed employees of erstwhile

Department of Telecom Services the percentage of wage bill to turnover is still

at a manageable level of 15.84%. The net blocks of assets have attained a

figure of Rs. 58922 Crores. The capital outlay for expansion and development in

the area of Rural Telephony has been to the tune of (Rs. 7946 Crores) which is

approx. 50% of total capital expenditure of the company during 2001-02.

The debt equity ratio has also improved from 0.25 last year to 0.20. The

strong fundamentals of the company will enable it to grow from strength to

strength. The Company has future plans to expand further in value added

services by introducing new technologies. The company has launched CellOne,

the biggest Cellular Service in the country covering the length & breath of India.

Social Commitment –

BSNL is committed to provide quality Services at affordable price to

the citizens of the remotest part of the Country. BSNL is making all effort to

ensure that the main objectives of the new Telecom Policy 1999 (salient
points indicated below) are achieved:

Access to telecommunications is of utmost importance for achievement

of the country's social and economic goals. Availability of affordable and

effective communications for the citizens is at the core of the vision and goal
of the new Telecom policy 1999.

Strive to provide a balance between the provision of universal service

to all uncovered areas, including the rural areas, and the provision of high-
level services capable of meeting the needs of the country's economy.

(71)
 Encourage development of telecommunication facilities in remote, hilly
and tribal areas of the country.

Transform in a time bound manner, the telecommunications sector to

a greater competitive environment in both urban and rural areas providing

equal opportunities and level playing field for all players.

***

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 CHAPTER-IV

DATA ANALYSIS
AND INTERPRETATION

(73)
 DATA ANALYSIS AND INTERPRETATION
Respondents Profile –
The study involved 300 respondents from various parts of Dhenkanal

Telecom District. They were interviewed by the help of a set of

questionnaires. The respondents includes common telephone users,

professionals like doctors, engineers, research scholars, computer

professionals, business groups, employees, students and housewives.

Total Sample size = 300

Table – 1

(Respondent Awareness Table)

User Count for Value Added Services

No. of Respondents Percentage

Aware 190 63.33

Not-aware 110 36.67

Table - 2

(Respondent User Group Table)

User Group User Count for Value Added Services

No. of Respondents Percentage

User 110 57.89

Non-user 80 42.11

(74)
Referring to both the tables mentioned above, it is observed that in table 1

out of 300 respondents 63.33% are found to be aware about different Value

added services where as 36.37 % are not aware. Table 2 explains that

200
180
160
140
120 Aware
100 Not aware
User
80
Non-user
60
40
20
0
Value added Services

57.89% are using Value added services. The graphical presentation of the

respondent profile is given below.

Family Income Criteria for using BSNL Value added Services

A market survey is also conducted to find out who are the potential

customers. The income was classified into four following categories and a

table was drawn to check the potential users of the BSNL value added

services.

(75)
 Table - 3
(Family Income-wise analysis of Users)

Monthly Family User Count for Value added Services

Income in Rupees
No. of Respondents Percentage
Below 5000 07 06.36
5001-10000 20 18.19
10001 – 20000 32 29.09
Above 20000 51 46.36

The above table explains that the higher income group people prefer to
use various Value Added services.

BSNL Service Usage by various sectors of people –

The survey was also conducted on various sectors of people who are
using the BSNL Value Added Services.
Table - 4
(Users from various sectors)

Various Sectors of User Count for Value Added Services

People
No. of Respondents Percentage
Student 22 20.00
House-wives 07 06.36
Employees 26 23.64
Business Group 12 10.91
Professionals 43 39.09

The table clearly indicates that Professional are the main sector of the

society to use BSNL value added services where as less no. of House-wives

are user of this service.

(76)
Customers Level of Satisfaction –
Table - 5

(Levels of satisfied and unsatisfied users for Value added services)

Various Satisfied Not-satisfied

Sectors of people f % f %

Students 18 81.82 04 18.18

Housewives 05 71.43 02 28.57

Employees 20 76.92 06 23.08

Business Group 09 75.00 03 25.00

Professionals 37 86.05 06 13.95

Table –5 shows professionals are very much satisfied with the Value added

services of BSNL.
Customer Satisfaction of different Value Added Services of BSNL-
Table-6
(Levels of satisfied & unsatisfied users of different Value Added Services)

Various Satisfied Not-satisfied

Value Added Services f % f %

Internet 83 75 27 25

ISDN 92 84 18 16

IN 53 48 57 52

VoIP 39 35 71 65

(77)
Customers Satisfaction with different service providers –

This is a qualitative analysis made in the context of different service

providers and the quality of service provided to their customers. In this

analysis leading service providers are taken in to consideration and their

customer status are kept in a tabular form.

Table - 7

(Level of satisfaction with different service providers.)

Services BSNL Reliance Satyam VSNL

f % f % f % f %

Value added 105 55.26 N.S - 73 38.42 12 6.32

services

(Internet)

N.S – No service

Customers Satisfaction with Services-

This is a qualitative analysis made in the context of customer

satisfaction and the quality of BSNL services provided to the customers.

Table -8

(Services Vs Customer Satisfaction)

Services No. of satisfied customers % of satisfied customers

Value Added Services 89 80.91

Here the chi-square test method is adopted to test the significance of

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observation. The chi-square test was conducted for both satisfied and not

satisfied customers.

Chi-Square test for Satisfied / Non-satisfied Customers –

Table – 9

(Analysis of satisfied/Not satisfied Users)

User Group Satisfied Not Satisfied Total

O E O E O E

Student 18 17.80 04 04.20 22 22

House-wives 05 05.66 02 01.34 07 07

Employees 20 21.04 06 04.96 26 26

Business Group 09 09.71 03 02.29 12 12

Professionals 37 34.79 06 08.21 43 43

TOTAL 89 21 110

Let the null hypothesis be that, there is no significant difference in the choice

of a user choosing BSNL Value added services.

No. of Rows used = 5

No. of Columns = 2

Hence the Degree of Freedom (Dof) = (5-1) x (2-1) = 4

Calculated value of Chi-Square for Satisfied Customers = 1.690

The table value of Chi-Square for 4 dof at 5% level of significance is 09.488.

The calculated value of Chi-square is much less than the table value and

hence the null hypothesis is accepted. Thus there is no significant difference in

the choice of a user choosing BSNL Value added services.

(79)
 CHAPTER-V

 FINDINGS

 SUGESTIONS

 CONCLUSION

 BIBLIOGRAPHY

 ANNEXURES

 GRAPHS

(80)
  FINDINGS & CONCLUSION
Findings -

After analyzing and interpreting the data, the following inferences were

drawn from the study.

1. Only 63% are aware of the value added services of BSNL.

2. Out of the aware mass 58% are the users of Value added services.

3. Taking family income in to consideration, it is observed that highest

user of Value added services are from the salary group of above Rs.20,

000 per month.

4. Considering the various sectors of people it is observed that, the highest

percentage users of Value added services are the professionals.

5. As far as the Level of satisfaction is concerned the professionals and

students are satisfied with the Value added services.

6. Taking the level of satisfaction with the service providers operating in

Orissa, BSNL has the monopoly in almost all the fields except Mobile

services and Internet. About 84% of the users are satisfied with the

ISDN service, 65% with Internet service, 48% with IN (Intelligent

Network) and 35% with VoIP (Voice over Internet Protocol) services of
BSNL. Where as 54% are satisfied with Internet service of BSNL as

against 40% with Satyam and 6% with VSNL.

(81)
Suggestions –

1. The survey revels that the awareness among the people should be

increased through various promotional & marketing activities.

2. The capacity of the main server should be adequate enough for easy

access to the network.

3. The downtime of failures should be minimized to the maximum extent

possible by improving the technical skill of the maintenance staff &

motivating the employees by incentives, perks and other fringe benefits.

4. All the field staffs should be equipped with modern tools & testers and

mobile telephones.

5. A mobile maintenance team should be there in all-important areas to

attend the fault round the clock.

6. BSNL should increase its infrastructure and resources to provide

services on demand.

7. More drop boxes should be provided all around the city so that our

valued customers may not have to move more than a km to pay his bill.

8. Electronic methods like Electronic Clearance System (ECS) through

banks; on-line bill payment system should be encouraged.

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 9. There should be adequate number of departmental bill payment

counters with all basic amenities available to the customers.

10. Agent system of bill collection may be introduced for speedy

collection of bills. This will reduce unnecessary burden on the customer

for payment of bill.

11. BSNL is poor in customer care in comparison to other service

providers. More number of Customer Service centers (CSC) should be

opened with all modern facilities such that the customer feels homely.

The behavior of the staff posted in the CSC should be polite and cordial

and should behave friendly. Preference should be given to the fair

looking and smart ladies having fluency in English and local language for

posting in CSC.

12. The Customer Care Nodes (CCN) should be object oriented such that

the problem of the customer is solved then & there with the minimum
time. That is the single window concept to be improved.

13. Marketing activities should be improved to popularize the BSNL products

and services and other customer friendly aspects to increase the

awareness among the customers.

14. BSNL should organize exhibitions at regular intervals for exhibition of

new and existing products and services to refresh the peoples mind

about BSNL.

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 15. BSNL should keep a close watch on the tariff structure for different

services keeping in mind the present market demand and competitor‟s

policy as well as customer‟s expectations such that the valued

customers are not unnecessarily strained at any point of time.

16. In rural areas emphasis should be given on Wireless in Local Loop (WLL)

service so that people staying in inaccessible areas can have a

telephone connection on demand.

17. Coverage of the mobile service should be further extended to reach all

the nooks and corners of the state.

EXPERIENCE DURING SURVEY –

1. During survey I came in contact with different types of people during

questionnaire response collection. During this period I learned

behavioral activities, motivating capability through speech and action

and data collection activities etc. that will help me in future.

2. With the discussion with some senior management officers and staff of

Orissa Telecom Circle through this study, I came to know some

operation management system and technique adopted and some

strategic planning implemented by the Orissa Telecom Circle to improve

the quality of service.

3. I came to know about some weak areas of BSNL, which were discussed

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 in detail with the concerned top executives of the company and its

possible methods of improvement.

4. I got full cooperation from all the officers/officials for collecting the data.

5. During survey I came across with different types of people who were

annoyed with the performance of the rural telephone system, poor

customer care and difficulty in payment of bills.

CONCLUSION

BSNL is no doubt a leading telecom company in India. Its vast

infrastructure as well as massive technical manpower helps BSNL to march

ahead of any other competitors. Though its monopoly is over in some areas

still then others have to do a lot to make them at par with BSNL. The BSNL

corporate signature is truly justified, as BSNL is the

only telecom company of the country to connect the lengths and breadths of

Indian sub-continent.

BSNL being a business company is still having social obligations towards

the weaker section of the people thereby providing telecom facilities in rural

and under-developed areas in affordable price even though the projects are

lossy. BSNL helps in building the Nation‟s economy through its different

schemes like providing Public Telephone Booths to the blinds, physically

handicapped, widows, Ex-servicemen and unemployed youths. Through its

Grameena Sanchar Sevak scheme, scheme of providing Village Public

Telephones in all revenue villages of the country and opening of Internet

(85)
Dhabbas on all national highways it helps the common people connected to

the national mainstream and feel at par the urban people as far as the

telecommunication is concerned. Though this type of obligations are enforced

on all telecom operators but non other than BSNL is obeying it.

BSNL is the leading telecom operator in the state of Orissa. Though

Reliance is in operation in the field of mobile services since 1993,it is yet to

win the mind of the people.Others like Tata are yet to gain their base.

All these make BSNL the No. 1 Telecom Company in India, Third in Asia

and Seventh largest telecom company in the world.

I hope this survey report will be of immense help to Orissa Telecom Circle

towards decision-making, strategic planning and further improvement in

service quality and customer care activities.

Lastly I convey my sincer thanks for giving valuable time in reading this

paper.

(86)
 QUESTIONAIRE

I, Shri Chinmaya Sahoo, a management student currently conducting

a study on “Marketing of Value Added services of BSNL” would

appreciate your cooperation immensely if you could spare a few

minutes to answer the following questions. Hope you will enjoy

answering it.

About yourself –

1. Name –

2. Address –

3. Telephone Number -

4. To which section of the society you belong –

a) Student

b) Housewife

c) Employee

d) Business Group
e) Professional

5. What is your monthly Income –

a) Below Rs.5000

b) Rs.5,001 to Rs.10,000

c) Rs.10,001 to Rs.20,000

d) Rs. 20,001 & above

About BSNL -

(87)
 1. Are you aware about the following Value Added services (VAS) of

BSNL-

a) Internet - - - - - - - YES / NO

b) ISDN -- - - - - - YES / NO

c) Intelligent Network (IN) - - - - YES / NO

d) Voice over Internet Protocol (VoIP) - - YES / NO

2. Are you a regular user of the following Value Added Services?

a) Internet - - - - - - - YES / NO

b) ISDN - - - - - - - YES / NO

c) IN - - - - - - - - YES / NO

d) VoIP - - - - - - - YES / NO

3. Are you satisfied with the following Value Added services of BSNL?

a) Internet - - - - - - - YES / NO

b) ISDN - - - - - - - YES / NO

c) IN - - - - - - - - YES / NO
d) VoIP - - - - - - - YES / NO

4. Whose Internet service do you feel better?

a) BSNL

b) Satyam

c) VSNL

d) None of the above

(88)
5. Are you satisfied with the Billing System?

a) Yes

b) No

c) No Comments

6. Is the Value added tariff structure customer friendly?

a) Yes

b) No

c) No Comments

7. Are you satisfied with the Bill payment system in your city?

a) Yes

b) No

c) No Comments

8. Do you agree with the monthly billing system?

a) Yes

b) No
c) No Comments

9. Are you satisfied with BSNL fault repairing system with respect to VAS?

a) Yes

b) No

c) No Comments

10. How do you rate the services provided at the BSNL Customer Service

Centres at different places of Rourkela Telecom District?

(89)
 a) Poor

b) Satisfactory

c) Excellent

11. Do you feel that behavior of BSNL staff is satisfactory especially after

formation of BSNL?

a) Yes

b) No

c) No Comments

12. Are you satisfied with the grievances re dressal system of BSNL?

a) Yes

b) No

c) No Comments

13. Do you have any suggestion about Value added services of BSNL?

Thank you for spending your valuable time.

Signature

Date:

(90)
 BIBLIOGRAPHY

1. Annual Report of Bharat Sanchar Nigam Ltd., Corporate office,

Statesman House, Barakhamba Road, New Delhi 110001 for the year

2001-02.

2. Annual report of Department of Telecommunications, Ministry of

Communication, Government of India, Sanchar Bhawan, 20-Ashoka

Road, New Delhi 110001 for the year 2001-02.

3. Monthly Development Report of Orissa Telecom Circle, 132 nd Issue of

March 2003.

4. Official Websites of BSNL-

i) www.bsnl.co.in

ii) www.bsnlorissa.co.in

iii) www.celloneorissa.com

iv) www.dotindia.gov.in

(91)
 ANNEXURES
Annexure I List of the cities identified for DIAS pilot project.

Annexure II Details of Customer Care Centres working in Telecom

Circles as on 01.7.2005

Annexure III BSNL Network data

Annexure IV Details of Plans for countrywide coverage of the BSNL

Mobile services.

Annexure V Status of Internet Nodes as on 01.7.2005

Annexure VI Telephones per 100 populations – Urban & Rural Teledensity

as on 01.7.2005

Annexure VII State wise VPTs & PCOs during 2002-03.

Annexure VIII Expansion of Telecom Network – Basic / Mobile

2001-2010 (Estimated)

Annexure IX Comparative position of Public Sector Undertakings 2000-01

Annexure X Employees per 100 telephones

Annexure XI Number of Employees DOT/BSNL as on 01.7.2005

(92)
 Annexure I

List of cities identified for DIAS pilot project:

S. No. Telecom Circle City

1. Karnataka Bangalore
2. Maharashtra Pune
3. Gujarat Ahmedabad
4. Punjab Amritsar
5. Calcutta Telephones Calcutta
6. West Bengal Siliguri
7. Madhya Pradesh Bhopal
8. Kerala Ernakulam
9. Tamil Nadu Coimbatore
10. Chhatisgarh Raipur
11. Haryana Gurgaon & Faridabad
12. Andhra Pradesh Hyderabad
13. Rajasthan Jaipur
14. Assam Guwahati
15. Uttar Pradesh(E) Lucknow
16. Jharkand Jamshedpur
17. NE-I Shillong
18. Orissa Bhubaneshwar & Rourkela
19. Uttar Pradesh (W) Noida
20. Uttranchal Dehradun
21. Bihar Patna
22. Chennai Telephones Chennai
23. NE-II Imphal

(93)
 Annexure II
Details of the Customer Service Centers working in
Telecom Circles as on 01.7.2005
Number of Customer Service
Sl.No. Unit
Centers
1 Andaman & Nicobar 4
2 Andhra Pradesh 346
3 Assam 59
4 Bihar 103
5 Chhattisgarh 101
6 Gujarat 226
7 Haryana 57
8 Himachal Pradesh 45
9 Jammu & Kashmir 14
10 Jharkhand 36
11 Karnataka 265
12 Kerala 124
13 Madhya Pradesh 252
14 Maharashtra 423
15 North east-I 3
16 North east-II 2
17 Orissa 74
18 Punjab 111
19 Rajasthan 253
20 Tamil Nadu 157
21 Uttaranchal 42
22 U.P.(East) 208
23 U.P.(West) 86
24 West Bengal 101
25 Calcutta 80
26 Chennai 28
Total 3200

(94)
 Annexure III

NETWORK DATA
Local Switching (as on 01.7.2005)
Total Equipped Capacity 450.88 Lakh Lines
Direct Exchange Lines 353.56 Lakh Lines

Village Public Telephones

as on
Total Number of Telephones 5,04,945
01.5.2007

Public Telephones (Local, STD and Highway)

Total Number of Public Telephones as on 01.5.2007 11,95,668

STD Stations
Number of STD Stations as on 01.5.2007 31,381

Transmission Systems as on 01.7.2005

Transmission Systems
Digital
(Route kms) (Route kms)
Coaxial 6024
Microwave 1,19,184
UHF 45,130
Optical Fiber 4,02,083

Satellite Based Services (as on 01.7.2005)

Total Number of MCPC -VSATs 364
Number of IDR ROUTES 64

(95)
Ku-band stations 1

Annexure IV
Details of the plans for countrywide coverage of the BSNL mobile Services.
S.No. LICENSED Cities Cities Total Lines in Lines in PHASE - Total Lines
SERVICE AREA in Phase-I in cities to PHASE - I II
(during Phase-II be
2002) (after covered
phase-I)

1. ANDMAN& NICOBAR 1 0 1 1500 2500 4000

2. ANDHRAPRADESH 84 1 85 160000 235600 413600
3. ASSAM 9 14 23 11000 32300 43300
4. BIHAR(inl. Jharkhand) 47 2 49 65000 110000 175000
5. GUJRAT 72 2 74 175000 284750 459750
6. HARYANA 40 0 40 43000 68050 11050
7. HIMACHALPRADESH 17 3 20 12000 22000 34000
8. JAMMU& KASHMIR 4 10 14 12000 29200 41200
9. KARNATKA 19 7 26 115000 185150 300150
10. KERLA 100 0 100 125000 199830 324830
11. MADHYAPRADESH 46 23 69 43500 92350 135850
(inl. Chattisgarh)
12. MAHARASHTRA 123 1 124 190000 305300 495300
13. NORTHEAST 6 43 49 3000 20000 23000
14. ORISSA 20 18 38 37000 77000 114000
15. PUNJAB 51 11 62 90000 143500 233500
16. RAJASTHAN 32 8 40 50000 87650 137650
17. TAMILNADU 68 0 68 130000 204900 334900
18. U.P.(W)inl. 33 0 33 100000 160000 260000
Uttarakhand
19. U.P.(E) 47 24 71 74000 143100 217100
20. WESTBENGAL 31 4 35 40500 70000 110500
TOTAL 850 171 1021 1477500 2491180 3968680

(96)
 Annexure V

Status of Internet Nodes as on 01.5.2007

SN Name of the Telecom Circle Total nos of SSAs having Internet Nodes
SSAs
1 ANDAMAN & NICOBAR 1 1
2 ANDHRA PRADESH 22 22
3 ASSAM 7 7
4 BIHAR 17 17
5 CHHATRISGARH 6 6
6 GUJARAT 17 17
7 HARYANA 9 9
8 HIMACHAL PRADESH 6 6
9 JAMMU & KASHMIR 5 5
10 JHARKHAND 6 6
11 KARNATAKA 19 19
12 KERALA 11 11
13 MADHYA PRADESH 34 34
14 MAHARASTRA 30 30
15 NORTH EAST-I 3 3
16 NORTH EAST-II 3 3
17 ORISSA 12 12
18 PUNJAB 11 11
19 RAJASTHAN 24 24
20 TAMILNADU 18 18
21 UTTRANCHAL 6 6
22 UTTAR PRADESH (E) 32 32
23 U.P. (W) 14 14
24 WEST BENGAL 14 14
25 METROs 4 4
25 GRAND TOTAL 331 331

(97)
 Annexure VI

Network Statistics

TELEPHONE PER 100 POPULATION-URBAN/RURAL

(TELE-DENSITY)
(AS ON 01.7.2005)
SN CIRCLES/STATES URBAN RURAL TOTAL
1 ANDAMAN & NICOBAR 14.38 5.15 7.63
2. ANDHRA PRADESH 9.77 1.54 4.06
3. ASSAM 9.09 0.25 1.33
4. BIHAR(inc. Jharkhand) 4.85 0.24 0.94
5. JHARKHAND - - 1.10
6. GUJARAT 11.73 1.54 5.37
7. HARYANA 11.63 1.44 4.25
8. HIMACHAL PRADESH 25.00 3.34 5.31
9. JAMMU & KASHMIR 6.58 0.13 1.72
10. KARNATAKA 10.28 1.80 4.70
11. KERELA 12.33 5.32 7.51
12. MADHYA PRADESH 5.74 0.36 1.81
13. CHHATISGARH - - 1.07
14. MAHARASHTRA 13.61 1.39 6.60
15. NORTH-EAST 5.87 0.54 1.92
16. ORISSA 6.51 0.51 1.52
17. PUNJAB 15.29 2.67 6.95
18. RAJASTHAN 7.57 0.86 2.57
19. TAMIL NADU 15.05 0.43 5.91
20. UTTAR PRADESH 6.11 0.34 1.66
21. WEST BENGAL 8.10 0.51 2.67

(98)
22. DELHI 20.67 0.00 17.66
ALL-INDIA 10.16 0.93 3.58

(99)
 Annexure VII
STATEWISE VPTs AND PCOs DURING 2000-2001
(As on 01.7.2005)
No.of VPTs PCOs’(Local+
S No.of villages
CIRCLES/STATES Provided STD+Highway)
N as on 01.7.2005
01.7.2005 01.7.2005
1 ANDAMAN & NICOBAR 282 282 427
2 ANDHRA PRADESH 29460 23401 87557
3 ASSAM 22224 14596 10217
4 BIHAR 46588 22397 24183
5 CHHATISGARH 19720 10956 5038
6 JHARKHAND 32620 7676 8421
7 GUJARAT 18125 13923 54796
8 HARYANA 6850 6811 18152
9 HIMACHAL PRADESH 16997 14671 6397
10 JAMMU & KASHMIR 6764 4063 7707
11 KARNATAKA 27066 27056 52831
12 KERELA 1530 1530 42594
13 MADHYA PRADESH 51806 37351 30283
14 MAHARASHTRA 42467 31541 91653
15 NORTH-EAST-I 7261 2602 2504
16 NORTH-EAST-II 7185 2062 3602
17 ORISSA 46989 25615 16305
18 PUNJAB 12687 12687 36030
19 RAJASTHAN 38634 23843 35110
20 TAMIL NADU 17991 17898 64062
21 UTTARANCHAL 15947 7963 7010
22 U.P (East) 75698 61911 50042
23 U.P (West) 23604 18942 31291
24 WEST BENGAL 38337 24038 16174
25 CALCUTTA 468 421 35227
26 CHENNAI NA NA 51628
27 DELHI 191 209 49750
28 MUMBAI NA NA 95735
ALL-INDIA 607491 414428 934726
OTHER VALUE ADDED SERVICES (IN Lakhs)
1999-2000 2000-01 30.09.2001
Mobile Phones 18.84 35.77 48.04
Internet Subscribers 9.43 29.69 35.66
Radio Paging 7.15 6.41 5.13

(100)
 Annexure VIII

EXPANSION OF TELECOM NETWORK (FIXED & CELLULAR) 2001-2010

ESTIMATED
Fixed Lines (in Cellular Tele Density No. of Telephones
Year ending 31st March
million) (in million) Per 100 population
1999(Actual) 21.61 1.20 2.32
2000(Actual) 26.65 1.88 2.86
2001(Actual) 32.71 3.58 3.58
2002 40.53 5.58 4.49
2003 48.40 8.12 5.42
2004 56.85 12.45 6.54
2005 66.87 18.12 7.89
2006 77.83 26.41 9.53
2007 90.69 37.13 11.50
2008 105.80 34.03 12.41
2009 123.55 45.94 14.81
2010 144.45 62.02 17.78

Annexure IX
COMPARATIVE POSITION OF PUBLIC SECTOR UNDERTAKINGS (PSUs’) -
(2000-2001) (Rs. in Crore)
Public sector Paid up Profit/surplus
Revenue
undertakings Capital After Tax
BSNL 5000.0 20001(p) 9273(p)
MTNL 630.0 6102.6 1720.2
VSNL 285.0 7965.9 1778.8
TCIL 7.2 776.2 58.8*
ITI 88.0 2339.0 28.0
HTL 15.0 440.0 2.0
*(Before Tax)

(101)
 Annexure X
EMPLOYEES PER 1000 DELs
st
Year ending 31 DELs Total Staff (in Employees per 1000
March (in million) ‘000) DELs
1981 2.15 289 134.45
1991 5.07 375 73.90
1995 9.80 419 42.78
1996 11.98 421 35.14
1997 14.54 429 29.50
1998 17.80 425 23.87
1999 21.59 424 19.64
2000 26.51 421 15.88
2001 32.44 423 13.04

Annexure XI

NUMBER OF EMPLOYEES (DoT and BSNL)

(AS ON 01.7.2005)
CLASS TOTAL EMPLOYEES
GROUP "A" 7666
GROUP "B" 44177
GROUP "C" 241424
GROUP "D" 65024
Industrial Workers 4341

(102)
 STATUS OF INTERNET SERVICES IN ORISSA

AS ON 01-05-2007

SL.NO. Telecom Dist. Place Type of Working

Node Connections
1. Balasore Balasore C-III 710
2. Baripada Baripada C-III 234
3. Berhampur Berhampur C-II 934
4. Bhawanipatna Bhawanipatna C-III 310
5. Bhubaneswar Bhubaneswar B 1960
6. Bolangir Bolangir C-III 350
7. Cuttack Cuttack C-I 1032
8. Dhenkanal Dhenkanal C-III 659
9. Keonjhor Keonjhor C-III 334
10. Koraput Koraput C-III 971
11. Phulbani Phulbani C-III 60
12. Rourkela Rourkela C-II 2130
13. Sambalpur Sambalpur C-II 1311

(103)
GRAPHS –

Graph 1

RESPONDENT PROFILE

200
180
160
140
120 Aware
100 Not aware
User
80
Non-user
60
40
20
0
Value added Services

(104)
 Graph II

REVENUE OF DoT/BSNL FROM 1986-87

(105)
 Graph -III

STATUS OF BASIC TELEPHONE SERVICES IN ORISSA

AS ON 01.5.2007

180000

160000

140000

120000

100000
Capacity
Wkg. Lines
80000
Wait list
60000

40000

20000

0
BLS BF BN CK KJR PHI SMB

****

(106)