‘Our customers feel secure in Govt hands’

As far as services go, it is value added services that will win us customers. Whatever the private operators do, BSNL will do better. For example, we are planning to give SMS facility on normal fixed line phones, forget WLL mobile. These kind of services will win more customers for us.

But the general perception is that government-owned companies offer sloppy services. How do you plan to beat this image?

We have had such an image for a long time but it is changing now. In many of our circles, you just have to make a call and we come and fix the phone for you. Earlier, phones had to be applied for, then there was a waiting period and then you had to find connections to get a sanction. Now it takes us 24 hours to give you a connection. With competition, we are improving our services.

You must also see the other side. Marketing is not everything. Transparency and acceptability are also important. Being a government company may give red tape as a legacy. But the Government name gives customers the security of being in safe hands. They will not be overcharged. Moreover, we as a company are answerable to authorities and will therefore give them good service. What you call the common man can come to see the chief of BSNL but cannot expect answers from owner proprietors like Sunil Mittal of Bharti.

What are your expectations from WLL? Will it be more popular than cellphones?

The WLL phones are not new for BSNL. We have been providing these services for a long time and already have four lakh subscribers. We plan to touch a million by March 2003. The emphasis is on wireless service now. These will replace the traditional fixed line phones. So the competition will not be with any existing service and people will add their second and third phones using these alternatives.

We have invested Rs 2,000 crore in WLL services and Rs 2,500 crore in cellular services. This shows our belief that both these segments will grow. Our future emphasis is going to be on new value added services like interactive TV, videostreaming, broadband services, high speed internet services on the copper network in the country. (N.K.)