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MEMORANDUM

OF
UNDERSTANDING
Between
Department of Telecommunications
(GOVERNMENT OF INDIA)
And
Barat Sancar Ni!am "td#
For te $ear %&'()'*
Bharat Sanchar Nigam Limited MOU 2014-15
MEMORANDUM OF UNDERSTANDING
PART-I
+ISION , MISSION AND OB-E.TI+ES
+ISION/
a) Be the leading telecom service rovider in India !ith
glo"al resence
b) #reate a c$stomer %oc$sed organi&ation !ith
e'cellence in c$stomer care( sales and mar)eting
c) *everage technolog+ to rovide a%%orda"le and
innovative telecom services , rod$cts across
c$stomer segments
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Bharat Sanchar Nigam Limited MOU 2014-15
MISSION/
a0 Be te leadin! telecom ser1ice pro1ider in India wit
!lo2al presence
Generating val$e %or all sta)eholders - emlo+ees( shareholders(
vendors . "$siness associates
Ma'imi&ing ret$rn on e'isting assets !ith s$stained %oc$s on
ro%ita"ilit+
Becoming the most tr$sted( re%erred and admired telecom "rand
To e'lore International mar)ets %or Glo"al resence
20 .reatin! a customer focused or!ani3ation wit
e4cellence in sales5 mar6etin! and customer care
Develoing a mar)eting and sales c$lt$re that is resonsive to
c$stomer needs
E'cellence in c$stomer service/0%riendl+( relia"le( time "o$nd(
convenient and co$rteo$s service0
c0 "e1era!in! tecnolo!7 to pro1ide afforda2le and
inno1ati1e products,ser1ices across customer se!ments
O%%ering di%%erentiated rod$cts,services tailored to di%%erent service
segments
1roviding relia"le telecom services that are val$e %or mone+
d0 8ro1idin! a conduci1e wor6 en1ironment wit stron!
focus on performance
Attracting talent and )eeing them motivated
Enhancing emlo+ees s)ills and $tili&ing them e%%ectivel+
Enco$raging and re!arding individ$al and team,gro$ er%ormance
e0 Esta2lisin! efficient 2usiness processes ena2led 27 IT
#hanging olicies and rocesses to ena"le transarent( 2$ic) and
e%%icient decision ma)ing
B$ilding e%%ective IT s+stems and tools
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Bharat Sanchar Nigam Limited MOU 2014-15
OB-E.TI+ES/
To "e the *eading Telecom 3ervices rovider "+ achieving higher
rate o% gro!th so as to "ecome a ro%ita"le enterrise4
To rovide 2$alit+ and relia"le %i'ed telecom service to o$r
c$stomer and there"+ increase c$stomers con%idence4
To rovide c$stomer %riendl+ mo"ile telehone service( !ith %oc$s
on Val$e added service and data services( o% high 2$alit+ and
la+ a leading role as G3M oerator in its area o% oeration4
3trateg+ %or5
I4 *everaging the h$man reso$rces
II4 1roviding greater c$stomer satis%action
#ontri"$te to!ards5
I. Broad"and c$stomer6s "ase in India as envisaged in
National Telecom 1olic+ 78974
II4 1roviding "road"and connectivit+ to 74: la)hs Village
1ancha+ats as er Government olic+
To leverage the e'isting in%rastr$ct$re o% B3N* %or %acilitating
imlementation o% other government rogrammes and initiatives
artic$larl+ in the r$ral areas4
To loo) %or the oort$nit+ o% ossi"le e'ansion o% B3N* %ootrint
glo"all+ "+ e'loring international telecom develoing mar)ets s$ch
as A%rica4
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PART-II
E9ER.ISE OF EN:AN.ED AUTONOM$ AND
DE"EGATION OF 8O;ERS
B3N* e'ercises vario$s o!ers delegated $nder
Mini/Ratna #ategor+/I Enterrise as and !hen need
arises4
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PART-IV
COMMITMENT/ASSISTANCE FROM THE
DEPARTMENT OF TELECOMMUNICATION,
GOVT.OF INDIA
Government shall endeavor to assist B3N* in the %ollo!ing
matters5
i4 The DOT !ill get the aroval o% the cometent a$thorit+
to Re%$nd $%ront B;A 3ectr$m *icense %ee to B3N*
ii4 The DOT !ill %inali&e the Revival 1lan and s$ort to
B3N* e%%orts in restr$ct$ring and reviving the #13E
iii4 The DOT !ill assist in aointment o% Non/o%%icial
Directors (NOD6s)
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Anne4ure +II
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Anne4ure A
Quality o S!"#i$! P!"o"%a&$! o 'i"!li&! ()a*i$+ S!"#i$!*
< Anne4ure A)I 0
Sno# Name of 8arameter TRAI Bencmar6 Acmt
9
Fa$lt incidences (No4 o% %a$lts, 988
s$"scri"ers , month)
<= :
Faults repaired
7
For $r"an areas

B+ ne't !or)ing da+ >= ?8 @


!ithin A da+s 988 @4
A
For r$ral and hill+ areas

B+ ne't !or)ing da+ >=?8 @

!ithin : da+s 988@
B
Rent Re2ate
(a) Fa$lts ending %or >A da+s and =<C da+s5
Rent re"ate %or C
da+s4
(") Fa$lts ending %or >C da+s and =<9: da+s
Rent re"ate %or 9:
da+s4
(c) Fa$lts ending %or >9: da+s
Rent re"ate %or one
month

: Mean Time To Reair (MTTR) =< D Ers
F #all #omletion Rate !ithin a local net!or) >= :: @
C
1oint o% Interconnection (1OI) #ongestion
(on individ$al 1OI)
< =84: @
D Metering and "illing credi"ilit+ / ost aid
Not more than 849@
o% "ills iss$ed sho$ld
"e dis$ted over a
"illing c+cle

?
Resol$tion o% "illing, charging comlaints
!ithin B !ee)s
988@
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98
1eriod o% al+ing credit, !aiver, adG$stment
to c$stomerHs acco$nt %rom the date o%
resol$tion o% comlaints
!ithin 9 !ee)
99 Resonse Time to the c$stomer %or assistance
(a) Accessi"ilit+ o% call centre, c$stomer care >= ?: @
(")
1ercentage o% calls ans!ered "+ the
oerators (voice to voice) !ithin F8 seconds
>= ?8 @
97
@age re2$est %or Termination, clos$re o%
service comiled !ithin C da+s
988@
9A
Time ta)en %or re%$nd o% deosits a%ter
clos$res !ithin F8 da+s
988@
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Bharat Sanchar Nigam Limited MOU 2014-15
P!"o"%a&$! o Quality o S!"#i$!(QoS+ ,a"a%!t!"* o"
C!llula" Mo-il! S!"#i$!*
<Anne4ure A)II0
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SNo# Name of 8arameter TRAI Bencmar6 Acmt
A Networ6 Related 8arameters/
Networ6 A1aila2ilit7
9
BT3s Acc$m$lated do!ntime (not availa"le %or
service) (@age)
=< 7 @
7 ;orst a%%ected BT3s d$e to do!ntime (@age) =< 7 @
.onnection Esta2lisment <Accessi2ilit70

A
#all 3et/$ 3$ccess Rate
(!ithin licenseeHs o!n net!or))
>= ?: @
B 3D##E, 1aging #hannel #ongestion (@age) =< 9 @
: T#E #ongestion (@age) =< 7 @
.onnection Maintenance <Retaina2ilit70
F #all Dro Rate (@age) =<7 @
C
;orst a%%ected cells having more than A@ T#E dro
(call dro) rate (@age)
=< A @
D #onnections !ith good voice 2$alit+ (@age) >= ?: @
?
1oint o% Interconnection (1OI) #ongestion (No4 o%
1OIs not meeting the "enchmar)) (Average over a
eriod o% I$arter)
=< 84: @
B .ustomer Ser1ice =ualit7 8arameters/
98
Metering and "illing credi"ilit+ ) ost aid
(Not more than 849@ o% "ills iss$ed sho$ld "e
dis$ted over a "illing c+cle)
=< 849 @
99
Metering and "illing credi"ilit+ J re/aid
(Not more than 9 comlaint er 9888 c$stomers i4e4
849@ comlaints %or metering( charging( credit( and
validit+)
=< 849 @
97 Resol$tion o% "illing, charging, validit+ comlaints
988 @ !ithin B
!ee)s

9A
1eriod o% al+ing credit, !aiver, adG$stment to
c$stomerHs acco$nt %rom the date o% resol$tion o%
comlaints
!ithin 9 !ee) o%
resol$tion o%
comlaint


Response Time to te customer for assistance


9B Accessi"ilit+ o% call centre, c$stomer care >= ?: @
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9:
1ercentage o% calls ans!ered "+ the oerators (voice
to voice) !ithin F8 seconds
>= ?8 @
9F
@age re2$ests %or Termination, #los$re o% service
comiled
988@ !ithin C
da+s

9C Time ta)en %or re%$nd o% deosits a%ter clos$res
988@ !ithin F8
da+s

=ualit7 of Ser1ice 8erformance of Broad2and Ser1ices
<Anne4ure A)III 0
Sno# =oS 8arameters TRAI Bencmar6s Acmt
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Ser1ice 8ro1isionin! ,Acti1ation Time
9
@age o% connections rovided !ithin 9:
da+s o% registration o% demand
988@
Fault Repair , Restoration Time
7 @ o% %a$lts reaired "+ ne't !or)ing da+ >=?8 @
A @ o% %a$lts reaired !ithin A !or)ing da+ >= ?? @
Billin! performance
B Rent Re"ate In Nos
Ba)
Fa$lts 1ending %or >= A !or)ing da+s and
<= C !or)ing da+s5
re"ate e2$ivalent to
C da+s o% minim$m
monthl+ charge or
e2$ivalent $sage
allo!ance

B")
Fa$lts 1ending %or >= C !or)ing da+s
and =< 9: !or)ing da+s
re"ate e2$ivalent to
9: da+s o% minim$m
monthl+ charge or
e2$ivalent $sage
allo!ance

Bc) Fa$lts 1ending %or >= 9: !or)ing da+s
re"ate e2$ivalent to
one month o%
minim$m monthl+
charge or e2$ivalent
$sage allo!ance

: @age o% "ills dis$ted =< 7 @
F
@age o% "illing comlaints resolved !ithin
B !ee)s
988@

Response time to te customer for assistance

C
@ age o% calls ans!ered "+ oerator
(Voice to Voice) !ithin F8 seconds
>= F8@
D
@ age o% calls ans!ered "+ oerator
(Voice to Voice) !ithin ?8 seconds
>= D8@

Bandwidt Utili3ation, trou!put
?
No4 o% Intra/net!or) lin)s having
"and!idth $tili&ation >?8@ d$ring ea)
ho$rs ( T#BE)
8
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98
@ International "and!idth $tili&ation
d$ring ea) ho$rs (T#BE) (Enclose
MRTG) < ?8@
=< ?8 @
99
Band!idth connection seed availa"le
(do!nload) %rom I31 node to $ser
>= D8 @
97
3ervice Availa"ilit+ , Ktime (%or all $sers)
in @age
>= ?D @
9A
1ac)et loss( %or !ired "road"and access)
in @age
=< 9@
Networ6 "atenc7 <for wired 2road2and access0
9B
Kser re%erence oint at 1O1 , I31
Gate!a+ node to International Gate!a+
(IG31,NILI)
=< 978 msec
9:
Kser re%erence oint at I31 Gate!a+
node to International nearest NA1 ort
a"road (Terrestrial)
=< A:8 msec
Anne4ure B
Means for Measurin! te 8erformance of D7namic, Non)Financial 8arameters/
The means %or meas$ring the er%ormance o% Non/Financial 1arameters along !ith
so$rce,origin o% in%ormation
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Sl#No 8arameters wic are to 2e measured Means for measurin! te acie1ement
% <i0 Initiati1e for !rowt
a0
#ororate, 3trategic lan/rearation,
determination, Identi%ication o%
o"Gectives , goals
B3N* has hired the services o% a strategic
cons$ltant( M,s Deloitte To$che Tohmats$
India 1vt *imited( !ho shall have
comrehensive st$d+ o% B3N* and s$ggest
revival lan o% B3N*
<i0 Finalisation o% Revival 1lan o% B3N*
#1.M cell is coordinating this activit+ in
B3N* #O !ith the #ons$ltant . ta)e $ the
reort !ithin B3N* %or consideration "+ the
Management to ta)e %inali&ation o% the same4
<ii0
Finali&ation o% olic+ %or Organi&ational
Restr$ct$ring and Imlementation d$ring
the +ear
The s$ggestions on Organi&ational
restr$ct$ring %rom the cons$ltant !ill "e
coordinated and ta)en $ !ithin B3N* "+
Restr$ct$ring #ell4
<iii0
Form$lation o% 1olic+ %or ER
Restr$ct$ring
The s$ggestions on ER/restr$ct$ring %rom
the cons$ltant !ill "e coordinated and ta)en
$ !ithin B3N* %or %inali&ation "+ GM
(Esta"lishment)4
<i10
3$"mission o% Imlementation lan o%
restr$ct$ring o% B3N* to DoT
The Organi&ational restr$ct$ring %rom the
cons$ltant !ill "e coordinated and ta)en $
!ithin B3N* and on!ard s$"mission to DoT
"+ Restr$ct$ring #ell4
<10
Formation o% 3$"sidiar+ o% B3N* To!er
assets
GM (In%ra sales) is coordinating the activit+ in
B3N* #O and %$rther in DOT
% <ii0 8ro>ect Mana!ement ? Implementation
a0 .A8E9 for .apacit7 e4pansion
(i) Net addition in O4F4 #a"le in B3N*
Net!or)
Reorts collected %rom #ircles,Insection
#ircle "+ #N1 #ell o% B3N* #ororate o%%ice
and comiled on monthl+ "asis4
(ii) Net addition in G3M caacit+
#ircles $load data on the ;e" "ased MI3
ortal and #MT3 roGect Monitoring ortal4
Reort is comiled and monitored "+ N;1/
G3M cell o% B3N* #ororate o%%ice on
monthl+ "asis4
8arameters wic are to 2e measured Means for measurin! te acie1ement
(iii) Relacement o% *egac+ !ire line
e'changes "+ NGN
Reorts %rom the circles in resect o%
relacement o% *egac+ ;ire line net!or) to
NGN to the #ororate o%%ice !ill "e collected
and comiled "+ N;1/#FA #ell On monthl+
"asis4
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20
.ompletion of New, On!oin! pro>ects durin! te 7ear
(i) For *a+ing o% O4F4 #a"le %or De%ence
1roGect Net!or) %or 3ectr$m
Reorts collected %rom #ircles "+ #N1 #ell
o% B3N* #ororate o%%ice and comiled on
monthl+ "asis4
(ii) National Otical Fi"er Net!or)
(NOFN) to connect Gram
1ancha+ats (G1s)
Monthl+ reorts %rom circles are comiled at
NOFN cell o% B3N* #ororate O%%ice
(iv) #ommissioning o% G3M BT3s to
rovide Mo"ile coverage in *e%t ;ing
E'tremist (*;E) areas
Monthl+ reorts o% G3M BT3 commissioning
are comiled at N;O/#M cell o% B3N*
#ororate O%%ice4
% <iii0
8roducti1it7 and Internal 8rocess
a0
AR1K %or G3M 3ervices o% B3N* !4r4t
Ind$str+ average
Financial #ell in mo"ile !ing o% B3N* #O is
reared this data on monthl+ "asis !hich
can "e $sed %or the $rose o% meas$ring
the er%ormance4
20
Telecom Networ6 Utili3ation, Downtime ) =ualit7 of ser1ice ? .ustomer
Satisfaction parameters/
(i) ;ireline Basic services
The TRAI arameters are monitored in
B3N* on reg$lar "asis in each #ircle4 A
consolidated reort is reared "+ N;O/
#FA( Fin/#FA . #3 #ell o% #FA l in B3N*
#O and sent to TRAI4
(ii) #ell$lar Mo"ile 3ervices
The TRAI arameters are monitored in
B3N* on reg$lar "asis in each #ircle4 A
consolidated reort is reared "+ N;O/
#M( Fin/#M . #3# #ell o% #M in B3N* #O
and sent to TRAI4
(iii) Broad"and 3ervices
The TRAI arameters are monitored in
B3N* on reg$lar "asis in each #ircle4 A
consolidated reort is reared "+ N;O/BB
.IN( Fin/#FA . #3# #ell o% BB in B3N* #O
and sent to TRAI4
8arameters wic are to 2e measured Means for measurin! te acie1ement
% <i10
:uman Resource Mana!ement
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(i) E'ec$tive Develoment training rogram
(ii) 3)ill Develoment Training %or Non/
e'ec$tives
(ii) Management Training rogram co$rses
%or senior,middle management 1ersonnel
Meas$rement o% training arameters is "eing
done on the "asis o% in%ormation $loaded "+
Training centers in an online data"ase
#TM3 (#om$teri&ed Telecom Monitoring
3+stem)and a 2$arterl+ reort is comiled in
Training cell o% B3N* #O Ne! Delhi4
@ <i0

Net addition in G3M Mo"ile connections
G3M mo"ile connections data is collected
%rom E*R %rom circles,33As and $loaded
on !e" "ased MI3 ortal and #MT3 roGect
monitoring ortal4 N;1/G3M . #DN cell at
B3N* #O4 Ne! Delhi monitors the data
generate the Reorts on monthl+ . 2$arterl+
"asis4
@ <ii0

Net Addition in Broad"and #onnections
A monthl+ MI3 is "eing generated %rom %o$r
#DR data #enters sread across the co$ntr+4
The data is comiled on monthl+ "asis and
monthl+ reort is generated "+ N;1/ BB cell
at B3N* #O4 Ne! Delhi4
@ <iii0
The n$m"er o% Territorial #ircles !here
ER1 is to "e imlemented
GM (# IT ) is #oordinating . #omiling
reort in B3N* #O
@ <i10
3+nerg+ "et!een B3N* and MTN*
On act$al "asis o% settlement o% Iss$es "+
"oth #13Es
@ <10
3ettlement o% # . AG Reort 1aras
GM (Internal A$dit) is coordinating .
rearing the rel+ to the A$dit 1aras o% the
# .AG reort
@ <1i0
Red$ction in 3tat$tor+ A$dit 1aras
GM (#or4 Acco$nts) is rel+ing to the
stat$tor+ A$dit 1aras in B3N* #O4
ABSN" .O ) BSN" .orporate Office
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