BSNL – Transfer Employees based on service feedback and BSNL-IRCTC JV for Wi-Fi in trains at Rs10/100MB - PMOPG/E/2015/0104019

•BSNL employees must be transferred within city or nearest town based on feedback provided for the service provided.
•The feedback for any complaint raised by customer must be asked through IVRS and SMS on following factors on a rating of 1-low to 5-high 1. Issue Repetition 2. Bribe 3. Delay in response 4. Poor quality of work 5. Bad behaviour of BSNL staff
•If the feedback if negative for 50% or less than average of 2.5/5 of all the issues handled by that staff then the transfer procedure must be initiated the review of feedback must be done every 100 complaints or every 3 months whichever is first.
•Currently BSNL staff are not transferred at lower cadre who are the major service staff to customers currently leading to poor service. These employees are provided salary and should work with efficiency by transferring and reduce contract workers.
•The higher authorities must be transferred under whom the service staff, if more than 2 staff under that person also receive poor reviews of less than 75%. Currently higher staff in same section are lethargic and don’t and not able to control low level staff due to union issues. Transfer by senior authorities based on poor review will bring fear and an officer can be transferred once in 6 months. He can be allowed to return to base branch if the performance is improve by same percentage of loss in performance. This will bring more control of lower level staff by higher staff and frequent transfer will prevent unions integration at every level and also faster decision making and union interference can be reduced.
•All new landline/broadband/Wi-Fi dongle device requests should be through one integrated portal to enable tracking by customers and higher officials and rejections in requests to provide new lines in those areas or setup of devices.
•Poor quality signal complaints for mobile and poor 3G in a specific tower must be integrated to one portal through IVRS or SMS based on pin code or tower information must be shared to customer to give complaints and BSNL can improve on daily basis and slowly all towers can be improved. Contingency staff to work in holidays needed.
•BSNL must partner with IRCTC to form a Joint venture to enable 3G availability in trains of long distance trains of more than 5 hours to enable better usage and revenue by using CDMA antenna on train guard or specific coaches at Rs.10/100MB to earn money in CDMA based technology on which currently public use less as most use GSM and CDMA can be used for railways – IRCTC joint venture. Instead of partnering with private if BSNL-IRCTC do with Wi-Fi boosters inside coaches with the internet for usage by mobile/laptop/IPad for better and connectivity in long distance trains and also for internet to spend time usefully towards a knowledge economy. The payment must be allowed through a single portal with PNR code and the website used to pay must be accessible when connected to the Wi-Fi network at free of cost. Once paid they should be sent code to mobile number and email to use to login to premium network to use continuously. Payment must be enabled through all banks by internet banking, debit/credit/wallets, international debit/credit cards for foreigner's also. Rajdhani can be immediately done.