Towards Enduring National Unity
The 25th of December holds a unique historical importance for Pakistan because it is the birth anniversary of the founder of the nation, Quaid-e-Azam Muhammad Ali Jinnah.
PTCL launched a video on the occasion to pay tribute to the Father of the Nation. This was actually a re-run of the video that was originally launched two years ago on the same theme. It pays tribute to the Quaid e Azam and celebrates the great nation that he left behind.
The purpose of the video is to emphasize Jinnah’s message of the importance of unity. It delivers an inspirational message to the young Pakistani generation which is on its way to taking over the reins of the nation towards achieving true socio-economic growth and development.
PTCL’s core working philosophy, which is to connect the nation and to bring in positive change, is the underlying theme of the video. At the same time, it emphasizes the fervour that is required to take Pakistan forward.
There is a strong message that the people should reconnect and celebrate not only December 25 every year in the true spirit and with great passion but that this sentiment should be visible in the people in their everyday life, their thinking and their approach at all times.
PTCL has surely made great efforts in improving its services but there is a lot more for it to do if it aspires to emerge as a truly national organization that brings the people together. It must improve its services at all levels and become a genuinely people-friendly organization that practices what it preaches. PTCL’s customer service must become more accommodating, helpful and cooperative. It can go on harping endlessly about its national role but if its customers across the length and breadth of the country are not happy, then there must be something wrong somewhere.
In some instances, people don’t have a choice, like in landlines, so they stick to PTCL but in others where there is a choice, people go for other services. The company makes a lot of song and dance about its advanced telecom services but the final output leaves a lot to be desired. There are usually no follow-ups to customer complaints and it is up to the whims and fancies of the staff who receive complaint calls to come up with concrete action. For instance, if one is not receiving Smart TV service, when a complaint is made to their call centre, they promise that a trouble-shooter will make a personal visit and remove the fault in the next 12 hours but the ‘visit’ never materializes.
There still is a lot more to be done. The world at large has turned into a global village due to digital technology. The ever-increasing amount of connectivity has opened new avenues of opportunities. Similarly, the telecommunication industry in Pakistan has also witnessed mushroom growth. Being the country’s largest telecom services provider by far, PTCL shares the biggest chunk of responsibility of tackling the issues linked with its growth.
PTCL needs to improve its overall amalgamation of products and services. It must strengthen its digital connectivity and unless serious efforts are made in the right direction, the promise of seamless digital connectivity will remain elusive.
PTCL is certainly going through a journey of renewal and improvement. Let’s hope that going forward, it will play a greater role in becoming the service of choice. Through better all round services that PTCL will build, true connectivity will take the nation closer to the Quaid’s dream of enduring national unity.