Andhra Pradesh - Vijayawada   

Single window to address all queries

G. Ravikiran

User satisfaction high on BSNL list

VIJAYAWADA: Officials of the Bharat Sanchar Nigam Limited (BSNL) here have started making efforts to upgrade the facilities at single window desks, so as to address all queries and services required by users at a single point.

The idea is to ensure that a user who walks in with any type of query returns fully satisfied after contacting only one officer sitting at a single window desk.

This will be made applicable even for billing and other commercial queries.

In view of the increasing competition from private players, complete user satisfaction has assumed prominence in all wings of the BSNL.

Ultimate goal

During an open session of the second circle conference organised by the A.P. Circle of the All India BSNL Executives' Association (AIBEA) here recently, issues like survival of the BSNL, its growth and finding solution to its executives' problems were discussed.

Chief General Manager S. Ramalingam, who attended the conference, minced no words in driving home his point that greater user satisfaction through facilities like single window should be the ultimate goal of all BSNL employees.

Krishna Telecom District General Manager M. John Chrisostom said on Monday that some issues required delegation of powers to single window staff for addressing all queries at one point. "An exercise is going on as to how far we can go in this respect.

Delegating the responsibility down the line needs much consideration. But I hope something will be done to further enhance the level of user satisfaction," he observed.

Customer loyalty

The conference saw many officials coming out with ideas for the growth of the BSNL.

AIBEA circle secretary E. Sivaramudu wanted financial powers to area GMs and other senior officials, so as to meet the immediate demands of various services and avoid criticism from the general users.

He also touched upon the issue of customer loyalty and suggested that the BSNL executives have a continuous contact with high revenue users once in a month, so to meet their additional needs.

AIBEA district secretary M. Venugopal said enhancement of quality of services formed the core of discussions at every level.

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