Pathanamthitta: The Kerala Circle has emerged as the information technology hub of Bharat Sanchar Nigam Limited (BSNL), developing a suite of in-house digital solutions that have significantly streamlined the public sector telecom major’s operations across India.

The BSNL IT Cell in Kerala has designed and implemented 13 major IT projects, enabling the company to reduce operational costs and improve service delivery. The corporate office now routinely turns to the Kerala Circle BSNL IT Cell whenever new technology platforms or digital applications are required.

BSNL estimates that it has saved nearly ₹3,000 crore by developing and deploying its own IT projects instead of relying on external vendors. The Kerala IT Cell was established in 2002 and is currently headed by Kerala Chief General Manager R Sajikumar. Senior BSNL officials said the success of the IT initiatives is the result of collective expertise across the organisation, ranging from Principal General Managers to Junior Telecom Officers.

One of the most notable outcomes of this effort is ‘Sanchar Mitra’, a customer service application developed to enhance user engagement and support.

Other key IT projects developed by the BSNL Kerala circle

  • Bridle: A digital system for organising fibre broadband connections to homes and commercial establishments directly from BSNL offices.
  • One Knock: A unified platform that routes customer complaints to the appropriate departments for faster resolution.
  • UNMS: An integrated IT platform that brings together BSNL’s legacy systems with newer technologies.
  • Employee Super App: A comprehensive application that manages employee-related information, including attendance.
  • Customer Retention App: A data-driven tool to track customers who are likely to discontinue services and send targeted messages to local units.
  • M2M Platform: Manages e-SIMs used in vehicles, electronic devices and Internet of Things (IoT) applications.
  • GramNet Portal: Facilitates management of telecom connections provided to government departments and agencies.
  • OneMap App: Supports service provisioning for users who apply for connections through the Book My Fibre app.
  • Sarvanetra: A cloud-based platform used to aggregate and monitor CCTV feeds.
  • Bharat WiFi: Helps detect and prevent misuse of WiFi services in institutions.
  • Bulk Push SMS and Automated Call System: Enables the transmission of lakhs of SMS alerts or automated calls simultaneously.
  • Complaint Booking System: Designed to support call centre operations and improve complaint management efficiency.