The Suffering Experience of a Nollywood Traveller: What if BSNL Becomes Private?

From a young age, I accompanied my parents across the vast expanses of India. Suffice it to say that in the hilly regions of our nation, BSNL towers were a familiar sight. As an individual not deeply immersed in the business world, I believe it's critical for a government-run entity like BSNL to prioritize social welfare over profit.

It was during a devastating incident in Uttarakhand in February 2021, when disaster struck and many were dwindling beneath tunnels and mudslides. In a remarkable act of fortitude, a survivor narrated surviving due to his fellow man's mobile phone capturing a signal within a 350-meter tunnel. This incident brought BSNL to the forefront of patriotism and service.

Lessons from BSNL Employees and Customer Service

Throughout my interactions with BSNL, I encountered employees who were both aggressive and lethargic. After a grueling seven-month wait for a line installation in Kalpakkam, I endured multiple visits to their offices, only to receive dismissive and arrogant responses. Even when I attempted to secure a payment receipt, I faced further hurdles. One particular employee instructed me, 'We cannot question government employees for delays, and the line will only come when it decides to.'

After resolving to escalate my concerns to a Deputy General Manager, I even took to Twitter to address the issue with BSNL's Chennai office. The Deputy General Manager, while an understanding figure, was also powerless to alleviate the situation. Eventually, news of a cable damage from the 2004 tsunami was cited to justify the delay. However, my experience in 2019 highlights a significant discrepancy between expectations and reality.

Following seven months of strenuous efforts, I secured the cable to my home, yet the line remained unconnected from the office. Upon inquiring further, I was informed that the line installer was intoxicated and absent. My frustration led to an escalation, but the supervisor instructed against the harsh treatment of public employees. This saga underscores a clear lack of accountability and poor service.

My belief is that in a private sector context, customers would be the primary focus, ensuring immediate and efficient service. Yet, in my locality, BSNL represents an artificial monopoly. When a government service cannot fulfill its obligations to the public, it seems more appropriate to either shut it down or privatize it.

Why BSNL Should Be Considered for Privatization

Given the poor service provided and the absence of accountability, it's time for a policy shift. A privatization of BSNL could potentially bring about several positive changes. Firstly, privatization would shift the focus to customers, ensuring they receive prompt and efficient service. Secondly, private companies would be more motivated to innovate and improve network infrastructure to maintain their market share. Lastly, private entities would be better equipped to handle natural or man-made disasters, such as those faced during the Uttarakhand incident.

It's high time for the Telecommunications Ministry to receive sufficient traction from the public to consider a more robust policy stance against BSNL. I encourage everyone to share their thoughts and experiences on social media, as collective action can drive meaningful change.

Conclusion

BSNL's struggle with service delivery highlights the need for a fundamental shift. Whether through privatization or the adoption of more stringent regulatory measures, it's imperative to ensure that essential services, like telecommunications, are delivered efficiently and promptly. A private sector approach could offer a viable solution, putting the interests of customers at the forefront.