Chapter - 25 Revenue Assurance · 2018-05-08 · Revenue Assurance (RA) is a business activity most...
Transcript of Chapter - 25 Revenue Assurance · 2018-05-08 · Revenue Assurance (RA) is a business activity most...
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Chapter - 25
Revenue Assurance
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Revenue Assurance
Revenue assurance is a process to verify the beginning to end completeness,
accuracy and integrity of the capture, recording, billing and reporting of all
the revenue producing events from customer order entry through collection.
Deloitte&Touche,2001
Revenue Assurance (RA) is a business activity most commonly undertaken within
businesses that provide telecommunication services’. But Revenue Assurance activity is also
found in use in many service organisations like hospitals, Insurance companies, and Banks. In
fact, it is a common feature of business management for small business units operating in Service Industries.
Revenue Assurance can also be described as a method of risk management. It is a
method by which the management will try and prevent or reduce the risk of leakage of revenues in the revenue cycle to get maximum benefit of Revenue generation efforts.
Revenue Assurance in Telecom Industry is the process of ensuring that a
communication service provider is billing and collecting revenue appropriate to the sales and usage of the provider’s products and services.
We know that when the operations are happening in a small scale the proprietors may
be able to keep track of all operations and ensure that efforts of the organisation is fully utilized in revenue Generation. But when the size of the organisation grows up and operations
spread to wider area and become complex due to number of variables increasing, it may keep
a close track of revenue generation activity. Many activities may still be performed sincerely,
but may not result in revenue Generation. There may be many Revenue leakages and frauds which may be taking place parallely and go un noticed . Revenue generation activities may
not be yielding full results and may be performing below its expected level. In such
situations, the function of Revenue Assurance acquires relevance at that stage to detect and
check operational underperformance.
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To get full understanding of Revenue Assurance one has to seek answers to the following
questions.
1.How well are the resources made available to the organization are utilized in Revenue generation?
2.How accurately the utilization has been recorded?
3. Has all the utilization been converted into saleable products?
4.Have all the available saleable products been sold at proper prices. 5. Have all the deliveries been invoiced properly and correctly as per rates agreed with
customers?
6.Have all customer complaints regarding product price and quality been attended to in time
ensuring customer satisfaction? 7.Have all the invoices been collected and converted into revenues and cash balances?
Revenue Assurance tries to answer questions of this nature to ensure that all revenue leakages
are closed and such Revenue Generation methods are improved from time to time.
Price water house Coopers (PwC) states that Companies operating in a competitive service
sector like Telecommunications, where the technological developments and introduction of
new services products are happening so fast that the companies are finding it exceedingly difficult to ensure that revenue generation efforts are yielding full result since there is a
possibility of revenue leakages and fraud denying managements full revenues out of their
efforts. They are finding it necessary to have Revenue Assurance as an independent Activity
in their organizations. This is more so because today’s billing and collection work involves different revenue generating products, Revenue sharing arrangements and bundled & tiered
product offerings and huge customer base as well as huge volumes of transactions.
Few companies have the sophisticated and well-integrated billing systems to support these new arrangements, but many service-oriented industries are found lacking in this area. The
work of billing and collecting dues has to be done without putting undue pressure on
customers for revenue generation as such pressures may be counterproductive if regular
customer feels cheated and unhappy, since customer loyalty and retention is paramount importance to the business, especially in the service industry.
Importance of Revenue Assurance The rationale for why revenue assurance has come to be considered important in
telecommunications, unlike other industries, can be understood from following factors which
have contributed for huge revenue losses for telecom companies:
A. Fast pace of change and intense commercial competition/ increased the likelihood of
mistakes in Revenue Generation,
B. Great Complexity in Systems and processes have been used increasingly to determine the combined effect of interactions with customers and suppliers.
C. Voluminous (Very High In fact) transactions, that too mostly of low value per transaction,
giving an impression of small financial errors.
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D. Saturation in Markets for further fast growth necessitating companies to look for
maximization of revenues not from expansion but from capping the revenue leaks. As markets are reaching saturation and growth potential decreasing, the need for maximization
of returns from existing sales has increased.
Revenue Assurance is a part of the Business Intelligence, which is required to run companies
smoothly. The business Intelligence consists of 4 parts, known as quadrants and revenue assurance is one of these quadrants.
The details of Four Quadrants and their components are as given below: 1. Customer Assurance starts the whole process.
Customer order booking has to be done carefully noting specific requirements of the customer and matching the available resources or arranging the additional resources.
Mismatch can cause customer dissatisfaction later.
Customer Order Execution in the form of providing services based on the requirements of the Customers, so that customers are kept happy. No doubt “exceed the expectations “ is the
Marketing Maxim, at least fulfilling the requirements to the satisfaction of customers will not
lead to customer complaints.
Customer Order Management talks of Customer Relation Management. This includes
management the customers call facility and customer complaint redressal.
2. Business Assurance Business Assurance manages risk whilst leveraging organisation, technology and operations to enable sustainable business growth, performance and
profitability.
Financial Analysis dealing with the analysis of expected revenue generation due to execution of customer orders and the costs being incurred in executing those orders and, this
Financial analysis may lead to rejecting the customer orders (Unprofitable Jobs) or accepting
such orders with or without modifications in price. Modification in price will be attempted, if
customer wants the job to done on ‘cost plus basis ‘. If order has to be accepted, the possible readjustments of costs (Input costs) will be done.
Cash Management aspect of Business Assurance deals with keeping track of collecting the
receivables due from customers and managing the cash and ensuring availability of sufficient cash resources for the organisation to execute the customer orders as such an event – failure
to execute customer orders due to non-availability of Cash resources, will have serious
business repercussions for future Business.
3. Revenue Assurance as a last quadrant deals with
Billing is an important activity since it results in defining the income for the organisation and
cost for the customer. We have already seen in our study of revenue leakage, that billing should be done as per the contract with customer and only for the products/services actually
delivered to the Customer. Billing should also be done in time to ensure that the revenue
recorded is actually collected in cash and is brought back into working capital cycle.
Usage aspect of Revenue Assurance ensures that Actual usage of our services are recorded
properly and similarly the usages of input services from others are billed to us. Services used
by the customer only should be the basis for billing the customers. Any errors in recording
the usages will lead to avoidable customer dis-satisfaction, which leads to lowering of
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demand for products. Similarly, continuing the services after termination of the contract by
customer will result in wasteful activity, since such usage cannot be billed to customer.
Collection of bills raised is normally part of Accounts Receivable Management, but once
revenue assurance is initiated in the organisation, supervision of such function will come
under the umbrella of Revenue Assurance. This activity will involve offering clarifications in the billing activities on the points raised by the customers and amending charges wherever
necessary by issue of credit notes or adjustment of excess charges in next billing etc.
Revenue Assurance as we have seen so far will be inter-connecting the activities of the following main wings / functions of the service provider as far as checking Revenue
Generation and Revenue Leakages are concerned:
1.Marketing 2.Finance
3.Quality and
4.Information technology.
Revenue Assurance basically revolves around answers to these three basic questions:
Are we capturing all billable events?
Are we billing for all billable events accurately?
Are we collecting all the billed amounts?
Are we capturing all billable events?
The billable events represent the services rendered and utilized by the customers. The
important aspect here is to assure that the organisation captures all such events for billing and
realization without any leakage. Some of the most important areas of concern to be addressed
are enumerated as under:
1. INPUTS for Master Data: Whether the inputs for master creation are received
properly and promptly from the commercial and exchange authorities.
2. MASTER creation: Non Billing due to non creation or updation of master in
system even though the connection has been put through and customer has enjoyed
the services.
3. Transaction Data : Whether the fortnightly records of calls, Trunk call tickets
etc are properly and promptly received from the exchanges and completely captured
in the TR computer system and any cases of Short Billing of Local Call Charges,
Rental, Trunk Calls etc due to non receipt or delayed receipt of inputs from sources.
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4. INPUT OF TRANSACTION DATA: - Whether the transaction data (Local
calls, Trunk calls, International calls etc)is promptly and correctly input into the
system.
5. PROCESSING ERRORS, IF ANY : Specially for new services, modifications
in existing services, Tariffs, shifts, etc
6. ANNUAL ITEMS :- Non Billing of non directory items such as accessories
etc
Some of the precautions to be taken for Revenue Assurance are as follows:
An integrated online system of billing commencing from service provisioning is a
must for error free and accurate billing.
Where manual system is followed, ensure that -
The completed copies of Advice Notes are received in computer centre within 3
days of work completion.
Completed copies of Advice Notes are not kept pending or sent in bulk after
accumulation. These are to be sent immediately after provision of service.
The feeding of Data to the system is accurate, proper and prompt.
Reconciliation is done for the missing Advice Notes through periodical meeting
with field officers.
Wherever events like area transfers, number changes occur, the same is updated in
the system smoothly and accurately in time.
All the error reports after inputting MR are invariably extracted and attended to by
the concerned TR personnel.
Periodical / Monthly Checks Required:-
Scan through reports for any abnormal calls - due to wrong full-round completion
etc by developing suitable, discrete selection criteria and comparison with past data.
Scan high and low statements and zero call statements carefully
In the case of STD PCOs, especially where there are significantly low calls,
compare the same with past records of billing and, where necessary, enquire with
exchange officers.
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Reconciliation of MCUs generated and billed. The periodical instructions from
Corporate Office on the subject and the Audit comments / paras must be complied
with.
Ensure monitoring Mechanism to check the receipt of inputs regarding Inland Trunk
Calls from TAX in time for billing as per schedule.
Ensure monitoring of receipt of inputs regarding International Calls from the units
concerned as the amount involved is more in such calls.
Reconcile the figures of the number of tickets as well as amount and acknowledge
to the unit sending the inputs so as to ensure that there is no missing link in transit.
Scan through the cases where the rental is Zero.
Verify cases for where rentals are more than for Two months/One month (billing
period) as the case may be
Compare the total rental charges for the earlier period with reference to the No. of
line now billed.
Arrange to get the physical verification report from field units on prescribed dates,
regarding non directory items and verify with master.
Leased Lines and Net works: In view of increased demand for bandwidth, number
of leased lines is being provided. It is essential to keep an accurate data base in
manual/computerized format to ensure accuracy of billing and to avoid leakage of
revenue
Collection:
Departmental CCB PCOs:
Accounting for the difference between the coins collected and the metered calls in respect of
unmanned public Telephones.
With the new kind of instruments, there should not be any significant variation in the
collection. However, such variations must be taken up with the exchange authorities. A
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constant monitoring mechanism will ensure (i) Collection Efficiency and, (ii) Shifting
of PCOs to better remunerative locations for full utilization, where required.
Collection as per Accounts and as per Sub-ledger
The reconciliation of sundry Debtors as per Trial Balance and Sub-ledger will throw light on
the accuracy or otherwise of the Sundry debtors balance as on date. Unless Sub-ledger
Collection figures are reconciled with Trial Balance figures the accuracy and authenticity of
collection can not be ensured. Every item in the sub-ledger must be supported by an agreed
list in the subsidiary registers and must also agree with the trial balance.
Reconciliation of Deposits: Non reconciliation of deposits and not keeping correct records
may lead to wrong refunds, wrong adjustments and erosion of revenue on the one side and
customer dissatisfaction on the other side.
Cheque dishonour Cases:
The cheque dishonour cases if delayed - in getting intimation from bank to AO (cash), from
AO Cash to AOTR, and AOTR contacting subscriber etc valuable time is lost in realization
and chances of customer becoming a defaulter increases. This cycle of efforts must be
monitored and speeded up.
Prepaid Cards--
Reconcile the accounts of prepaid cards both basic and cellular -- India Card and Excel.
Mobile Services:
Areas for revenue Assurance in respect of CMTS are
Overall prepaid calls reconciliation
IMSI mismatch
Zero duration CDRs
Prepaid trigger failure
MOUs reconciliation/CDR reconciliation
CUG access mismatch within the billing system
PSTN reconciliation
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Incorrect PSTN pulse settings
Incomplete commands sent to switch
Physical control over Test SIMS
Monitoring usage of test SIMS
Direct update switch
Delay in receipt of TAP Ins
Subscriber deposit waivers
Inaccurate service settings
High float for subscription bounce cases
ADC claims for calls not routed through BSN network
Delay in verification of credit control
No auto disconnect
No effective threshold activation
No deposit reconciliation
No sundry debtor reconciliation
First bill delinquents
Verification subscriptions/CVs
Other Techno-Commercial-Financial areas of revenue assurance are:
Tallying of Total calls generated with the total calls for which the actual amount is
collected
Reconciling metered calls as per local exchanges and the TAX
Reconciling billable DELs in different systems
Monitor TAX/Call conversion efficiency
Continuity of meter readings - Ensuring Fault control-Frequency and duration-
Asset utilization-Loading
Beware of first bill outstandings
Any time billing
Revenue opportunity lost- Explore new or expand by exploring the untapped demand
like rural market.
Access to secret codes of recharge coupons
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Instructions from Corporate Office:
Statutory Audit observations and the Draft Audit paragraphs of P&T Audit as also the
C&AG’s Report forming part of BSNL annual report point out losses of revenue in BSNL
(earlier, DOT) due to certain generic irregularities. These cases mainly pertain to non billing
or short billing. The audits have also pointed out some of the instructions already available
but not adhered to by different Units. It is necessary that the precautionary measures
prescribed in the instructions of corporate office are followed scrupulously to avoid non-
billing and short billing. Also, as and when, objections are pointed out by Audit,
IMMEDIATE STEPS should be taken to bill them and COLLECT THEM before they
become AUDIT PARAS etc. This ensures better collection.
CAO level officers and their AOs must take all steps to tighten the internal controls and
update the knowledge of rules and instructions, enhance the skill-set and improve the
motivation levels of TR personnel. A skilled and motivated employee is the best guarantee to
prevent all leakages of revenues and all errors, omissions and irregularities from taking place.
It is necessary for the AOs/CAOs to update the knowledge of their subordinate staff, which,
by itself, is one of the measures for enhancing motivational levels.
Some important rules and instructions are summarized below under suitable headings.
1. Receipt of Completed Advice Notes by TRAOs
As per paragraph 60 (ii) of the Telecom Manual Volume XII (Part-I),
a) The Engineering/ Commercial units of SSAs need to forward the Advice Notes
(A/N’s) to Telecom Revenue Accounting Offices (TRAOs) very promptly and
in any case, within a week of the event for which the Advice note is issued.
b) Every issuing officer needs to send to the TRA Branch on the 7th of each month,
a consolidated statement showing the particulars of all the A/N’s issued up to
the end of the preceding month.
c) Any failure to recover rent for the subsequent periods owing to late receipt or
non-submission of Advice Notes reflects on the units not forwarding the advice
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notes. Such units must be instructed promptly. Repeated failures of any Unit
must necessarily be brought to the notice of the superiors of those Units.
d) Accounts Officers (TR) have to maintain a register (ACE-90) to watch serial-
wise and timely receipt of A/N’s, and bring any cases involving inordinate
delays to the notice of the SSA-heads for remedial action.
These rules are periodically reiterated by the Corporate Office a need to be implemented in
all seriousness.
2. Action by AO (TR) on Completed Advice Notes
After receipt of the completed Advice Notes by the TR branch, the TR brancmust ensure their
prompt and correct posting in the Subscriber Record Cards i.e., in the Subscriber Master
Files in the computerized setup. All steps must be taken to prevent wrong / delayed / non
–billing after receipt of the A/Ns.
CAO TRs need to review the posting of the A/Ns periodically to detect and prevent lacunae
therein.
3. Spare Telephone Numbers in Exchanges
The officer in-charge of each telephone exchange is required to keep a detailed record of
each telephone number with regard to its date of opening, shifting and closure with the
subscriber's address and also about its remaining spare/unused for specific periods.
Billing and accounting of calls recorded against the spare numbers and appearing in the
meter reading statements, was introduced ,vide DOT vide No. 2-27/85-TR, dated the 16th May
1985.
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Subsequently, vide No.23-64/90-TR/KW dated 1.7.91, DOT had also prescribed:
That meter readings of spare numbers be checked 100% by the AE in-charge of
each exchange and 10% by the concerned TDE;
That each MR Statement carry a certificate to this effect;
That this certificate be checked by AOTR before billing, etc.
The DOT reiterated these instructions vide No.2-90/96-TR dated 29.10.96, and wanted that
action be taken to prevent misuse of spare numbers. Further, BSNL Corporate office, vide lr
No. 2-38/2002-BSNL (TR) dated the 29th January 2003, not only emphasized strict
compliance of the above-mentioned instructions, but also recommended incorporating
suitable remedial measures in existing billing software solutions.
4. Internal Review of SRC's
Paragraphs 396 to 405 of the Telecom Manual, Volume XIV prescribe a regular review of
the Subscribers’ Record Cards (or, Subscriber Master File records) in each unit (SSA). This
is an important item of work meant to ensure that the basic billing records are proper
and accurate. This item of work must be attended to by ALL TR UNITS.
5. Periodic Verification of Telecom Facilities
As per paragraph 46 B of the Telecom Manual, Volume X, physical verification of the
accessories and other facilities provided to subscribers has to be carried out annually and the
exchanges are required to furnish a list of non-directory items to the concerned TRAOs every
year for verification of the Subscribers Record Cards (or, Subscriber Master File).
CAOs TR will need to coordinate with engineering officers well in advance to set in
motion the compliance with this instruction every year.
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6. Incorrect/Non-implementation of Tariff or Terms & Conditions of
Agreements
In these days of tough competition, tariff changes, changes in plans, changes in other
conditions etc are likely to be frequent. Some may be specific to specific SSAs or specific
set of subscribers.
All SSAs must maintain a Tariff Order Register, and submit implementation certificate of
every revised tariff order to the GMs TR or GMs Finance as the case may be, vide BSML
order No.2-14/99-BSNL/TR dated 23rd August 2002.
Some revenue leakages and consequent Audit paragraphs have arisen because the provisions
of revenue-related Agreements entered into between BSNL and private parties/ Service
Providers, or the BSNL’s discount policy for bulk customers, were either not followed or
not properly applied by some field units. By following the usual system of checks and
balances, and by systematically subjecting the more important Agreements or cases to a
detailed scrutiny by C AOs TR and Internal Audit the incidence as well as impact of such
adverse instances can be minimized.
7. Revision Rent on Actual Cost for Facilities on R&G Basis
As per instructions issued in partial modification of the provisions of paragraph 195 of
Telecom Manual Vol. XII (Part-I), etc., in all R&G cases final rental should normally be
quoted before commissioning the service. In the few unavoidable circumstances
where this cannot be done, the rental should be quoted as provisional, and the final rental
should be quoted within one year of commissioning the service. Hiring contracts should be
obtained in all cases and these stipulations suitably incorporated therein.
NW Branch of Corporate office had also advised the Circles (No. 26-92/97-NW/DAP/J&K
dated 24.04.02) to ensure that firm demand is obtained and R&G terms got accepted
before providing telecom services on R&G basis.
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8. Compliance with Service Tax Laws
It must be ensured that the billing software in use in each SSA has due provision to
charge Service Tax on the value of taxable service rendered and to account for the
collection actually made. All instructions from time to time from the Government regarding
collection and remittance of service tax must be implemented in the billing softwares
carefully and promptly. Prompt remittance of collected tax on the due dates prescribed and in
the manner prescribed from time to time is also equally important.
9. Timely Disconnection of Telephone for Unpaid Bills
As per existing guidelines, a defaulter’s telephone should be disconnected on the 35 th day
from the date of issue of the bill. (Exception: Bills to STD/ISD-PCO operators are issued on
fortnightly or weekly basis, and they must pay the same within four working days or face
immediate disconnection)
AOs TR must ensure the timely and proper receipt of disconnection lists by Exchanges.
Exchanges must in turn ensure prompt disconnections as per the list. It is a matter of serious
concern that telephone facilities of defaulters, sometimes even PCO operators, are allowed in
some SSAs to continue for months beyond the prescribed date of disconnection.
AOs / CAO TRs must review all such cases and bring the failures to the notice of proper
higher authorities. These may also be placed in management meetings – as these are of
serious nature. As per the instructions issued under BSNL lr. no. 2-39/2002-BSNL-TR dated
the 6th January 2003, and No.2-41/2002- TR (BSNL) dated 14.2.2003, timely
disconnection of telephones may be monitored through monthly Management Meetings at
Circle HQs.
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10. Display of Arrears of Bills
BSNL lr No..2-28/2000/BSNL-TR dated 6.5.02: The details of a subscriber's unpaid bill(s)
must be promptly reflected in his/her subsequent bill. This has legal as well as customer-
relationship aspects and needs to be implemented sincerely.
11. Review of Security Deposits in r/o STD/ISD-PCOs
Additional Security deposits are to be demanded from STD/ISD PCO operators only after an
annual review and if their revenues have actually grown. The amount should be reasonable
and necessary.
These instructions reiterated vide this office circular No.23-Misc/CAG para/2002/TR-BSNL
dated 18.11.2002 may be strictly followed, till modified.
12. Action to Reduce Outstanding Telephone Dues
Instructions issued vide No. 4-14/2000-BSNL/TR dated 30.3.01 had emphasized the following actions by SSA’s so as to reduce outstanding telephone dues and enhance
recoveries from the defaulters.
(a) Officers in-charge of telephone exchanges to submit monthly lists of telephones
disconnected for non-payment and not restored for three months to the
Commercial Branch;
(b) The Commercial Branch to issue Closing Advice Notes to TRA Branch to finalize the concerned subscribers’ accounts.
(c) Defaulters’ Lists for outstanding dues to be promptly prepared in the SSAs.
(d) Outstanding Dues Pursuit Cells to function in all SSAs to realize and monitor recovery of outstanding dues.
(e) Liquidation Boards and High Power Committees to meet regularly to maximize collection of recoverable dues (and write-off irrecoverable dues);
(f) Monthly Management Meetings of Circles to monitor the performance of Liquidation Boards and High Power Committees.
Further, on item (a) the Director (Finance) had, vide No. 4-14/2000-BSNL/TR dated
the 2nd December 2002, particularly desired the following steps to be taken by the
Circles. Feedback sought in the matter was however not received from any Circle
except Kerala.
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(a) Daily updating of records relating to disconnections and restorations by
concerned units.
(b) Joint inspection of exchanges by a committee of officers from the TRA,
Commercial and FRS units to identify the cases needing issuance of closing
advice notes;
(c) Fixing responsibility where closing advice notes are not issued within 15 days
from the date of completion of the three-month period.
(d) Closing advice notes to be executed by exchanges and sent so as to reach
AOsTR within 15 days from the date of issue of the A/N’s.
(e) AOsTR to compute final bills and hand over to the Pursuit Cells within 7 days
from the dates of receipt of the executed Advice Notes.
The Chief General Managers of Telecom Circles are requested to kindly ensure strict
implementation, inter alia, of the above-mentioned rules and instructions in all SSAs under their jurisdiction so that BSNL does not suffer any avoidable losses of revenue.
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Questions on Revenue Assurance”
1. What are the 3 basic issues addressed by the Revenue Assurance?
2. How do we ensure that all the billable items have been captured?
3. How do we ensure that all billable events are billed correctly?
4. How do we ensure that the collections are recognized and correctly accounted?
5. Name ten areas of revenue assurance from mobile service?
6. Describe the steps for timely disconnection for non-payment?
7. Enumerate the steps to be taken on receipt of closure advice note for realization of
dues?
8. What are the facilities available for making the payment of bills issued by BSNL?
9. What is the procedure for issue of split bill in the case of first bill?
10. Whether the billing frequency of customers is decided with reference to their calling
habit? What are the billing schedules?