Sangita Pahadee (Aryal) is the Managing Director of Nepal Telecom, the country’s first and largest telecommunication service provider. Her journey with the organisation began on February 22, 1995, as a junior employee in the Transmission Department, making her one of the few women leaders at the helm of a major organisation. An engineer by training, she holds a Master’s degree from the Asian Institute of Technology in Thailand.
Throughout her career at Nepal Telecom, she has served in various departments. Notably, she was part of the planning team responsible for launching mobile phones in the early 2000s, a pivotal moment that transformed Nepal’s communication landscape. Before being appointed Acting Managing Director on October 4, 2023, she held positions as Chief Technical Officer and Deputy Managing Director. After 11 months as Acting Managing Director, the Government of Nepal officially appointed her to the role of Managing Director of Nepal Telecom.
Q: Nepal Telecom has undergone significant transformation with the rollout of modern communication technologies. How would you assess the company’s journey so far?
A: Nepal Telecom’s journey over the past decade has been one of strategic transformation, guided by a commitment to technological modernisation and inclusive growth. Since 2017, we have systematically transitioned from legacy copper networks to fibre-optic infrastructure, replacing outdated systems with high-speed, high-capacity FTTH (Fibre-to-the-Home). Today, we serve over 460,000 households, with a strong emphasis on expanding digital access in rural and semi-urban regions.
Our 4G services, launched in the same year, now cover all 77 districts and 744 local bodies, reaching more than 90% of the population. Despite the challenges of Nepal’s rugged terrain, we have deployed innovative solutions like solar-powered base stations in remote hilly areas. These efforts reflect our enduring vision of building a digitally inclusive Nepal, powered by resilient and sustainable communication infrastructure.
Q: With communication technologies evolving rapidly, what strategies are you adopting to ensure Nepal Telecom remains competitive and a leader in service delivery?
A: To remain competitive in this dynamic landscape, Nepal Telecom has adopted a multi-pronged strategy focused on modernisation, innovation, and digital transformation:
1. Infrastructure Modernisation: We’re expanding 4G coverage nationwide with a plan to deploy 1,500 new towers by 2026, prioritising underserved and remote areas.
2. Service Innovation: In 2023, we introduced Nepal’s first eSIM service and deployed AI-powered chatbots for seamless customer engagement. More recently, we launched VoWiFi (Voice over WiFi) service to ensure continuity of service beyond cellular coverage.
3. Emerging Technologies: We are piloting IoT (Internet of Things) use cases such as smart metering in partnership with Nepal Electricity Authority. These initiatives signify our shift from being just a telecom provider to a digital enabler for smart services.
Q: The telecom sector’s growth has plateaued in recent years. How has this affected Nepal Telecom, and how are you responding to this shift?
A: The flattening growth, primarily due to voice service saturation, has driven us to pivot toward digital services and diversified revenue models. Today, data services contribute 37% of our total revenue, a clear indicator of changing user behaviour.
In response, we’ve launched attractive bundled offerings like Stay Connected and Sajilo Unlimited, combining voice and data services for better value. We’ve also phased out outdated technologies like CDMA, WiMAX, and PSTN, redirecting investments toward 4G, FTTH, and cloud infrastructure.
Our investment in data centres and hybrid cloud platforms not only adds new revenue streams but also enhances reliability, scalability, and cost-efficiency in service delivery.
Q: Robust research and development and innovation are vital for telecom competitiveness. What steps has Nepal Telecom taken to strengthen R&D capabilities?
A: Nepal Telecom has institutionalised innovation through a dedicated Innovation and R&D Unit, which acts as a nerve centre for exploring next-generation technologies. This unit collaborates actively with academic institutions, global technology vendors, and startups to localise solutions suitable for Nepal’s context.
We regularly conduct technical workshops, seminars, and capacity-building programmes through the Telecom Training and Research Centre (TTRC). Our goal is to foster a culture of continuous innovation – both internally among employees and externally through ecosystem partnerships.
Q: What does the future landscape of communication technologies look like, particularly in terms of Nepal Telecom’s upcoming services and long-term vision?
A: Our future roadmap aligns closely with the Digital Nepal Framework, which envisions a digitally empowered society. Key priorities include:
- 5G Readiness: Trials have been completed, and spectrum feasibility studies are underway. We aim to launch 5G commercially once affordability and regulatory approvals align.
- Last-Mile Connectivity: Continued expansion of FTTH and 4G networks down to ward-level administrative units.
- Satellite and Microwave Solutions: For areas beyond terrestrial reach, especially in Himalayan regions.
- Smart Solutions: Full integration of cellular IoT in public utilities, smart metering, early disaster warning systems, and GPS-based transportation solutions. Our Narrowband IoT (NB-IoT) trials are also scheduled for completion within this fiscal year.
Q: What new services has Nepal Telecom recently launched, and what can customers expect soon?
A: The recently launched services are:
- VoWiFi (Voice over WiFi): Enables users to make calls and send SMS using their NT mobile number over wi-fi, both domestically and abroad – even outside cellular coverage.
- Smart Metering: In partnership with NEA, we have initiated the installation of smart electricity meters in the Kathmandu Valley.
Upcoming Services:
- IoT Solutions: Including remote-controlled CCTV systems for monitoring weather conditions and aiding air traffic management.
- Additional AI and cloud-based services to enhance operational efficiency and customer experience.
Q: With the voice market declining and the focus shifting to data, when do you expect nationwide 4G coverage completion and the 5G rollout to begin?
A: We are on track to complete nationwide 4G expansion by the end of next year. Our plan includes adding 1,500 new 4G towers to increase reach and improve quality of service.
Regarding 5G, we have successfully conducted trials in Kathmandu, Pokhara, and Birgunj. However, commercial deployment depends on several factors:
- Device affordability for end-users
- Regulatory approvals and spectrum allocation
- Return on Investment (ROI) assessments
- We are closely working with the NTA and our line ministry to ensure a timely and sustainable rollout.
Q: What is your perspective on 5G rollout through joint investments among telecom operators? Can infrastructure sharing improve cost-efficiency?
A: Infrastructure sharing is not only a cost-saving measure but also a national imperative. The NTA has mandated tower and fibre sharing to prevent infrastructure duplication and reduce rollout costs, particularly in rural areas.
Nepal Telecom is fully open to collaborations with private operators for tower co-location, fibre leasing, and shared backhaul infrastructure. We have already initiated fibre sharing across the country through public notices. Infrastructure sharing can significantly lower capital expenditure and accelerate service delivery, especially in difficult terrains.
Q: How is Nepal Telecom contributing to the implementation of the Digital Nepal Framework and bridging the digital divide?
A: We are proud to be a key enabler of the Digital Nepal Framework (DNF).
Our contributions include:
- Free 50 Mbps FTTH internet to 100 government and community schools across Nepal.
- In areas without fibre, we distributed Namaste Wi-Fi routers with 4G data packages to 50 schools – one in each province.
- Free online learning platforms for SEE students (180K) to promote inclusive education.
These efforts underscore our mission to make digital access universal, equitable, and purpose-driven – contributing across the DNF’s eight priority sectors including education, agriculture, and health.
Q: Beyond RTDF, CSR, and relief efforts, what other national development programmes is Nepal Telecom engaged in?
A: Our Corporate Social Responsibility (CSR) initiatives span education, health, environment, and disaster relief:
- Education: Donated furniture, computers, schoolbags, and uniforms to underprivileged schools.
- Women’s Health: Installed sanitary pad vending machines in schools across 20 districts.
- Environment: Launched urban beautification programmes like tree planting and flower beds from Maitighar to Tinkune.
- Disaster Relief: Provided blankets, tents, and essentials during the 2023 Jajarkot earthquake and other disasters.
- Support to Vulnerable Groups: Provided food, clothes, and communication services to elderly homes, orphanages, and disability centres.
- Digital Inclusion: Offered free SIMs with customised packages for people with disabilities.
These programmes reflect our vision of holistic, inclusive, and sustainable national development.
Q: Are there any plans to issue shares of Nepal Telecom to the public in the near future?
A: The possibility of public share issuance has been under periodic review. While there is no finalised timeline, the government – through the Ministry of Finance and MoCIT – is currently assessing options for partial divestment. Any future decision will align with broader public-private partnership goals and market conditions.
Q: As Managing Director, how do you monitor and ensure the quality of services delivered by Nepal Telecom?
A: Service quality is rigorously monitored under the NTA’s Quality of Service (QoS) Framework. We conduct quarterly assessments based on key performance indicators such as Call drop rate, currently at 0.3% and 4G speed, averaging 16 Mbps in 2023.
Results are publicly disclosed through our Management Information System (MIS) reports available on our website. This transparency reinforces our commitment to accountability and continuous improvement.
Q: There have been ongoing customer concerns related to billing software. What measures is Nepal Telecom taking to fully resolve these issues?
A: We have implemented a Centralised Customer Care Management System (CCCMS) to streamline grievance registration, resolution, and feedback collection. Customers can raise issues via:
- Toll-free call centers (198 / 1498)
- Nepal Telecom mobile app
- Website complaint portal
- Local service centers
All complaints are logged into an automated ticketing system to ensure timely handling. We have reduced average resolution time to under 48 hours and are constantly enhancing the system based on customer feedback.
Q: What key management strategies are you implementing to ensure effective service delivery and organisational performance?
A: Our approach is based on three key pillars:
1. Decentralisation: Empowering local units for faster decision-making and context-specific service improvements.
2. Data-Driven Governance: Leveraging a Business Intelligence (BI) platform to make evidence-based decisions, monitor performance, and track service issues through software-based ticketing systems.
3. Stakeholder Engagement: Maintaining an active feedback loop with customers, regulatory bodies, employees, and partners to ensure agile, relevant, and impactful service delivery.
Q: Finally, what message would you like to convey to the readers and Nepal Telecom’s customers?
A: Nepal Telecom is not just a telecom operator – we are your partner in Nepal’s digital journey. From enabling farmers in Mugu with real-time market information to equipping students in Taplejung with digital classrooms, we are committed to bridging distances and enabling dreams. Thank you for trusting us. We remain steadfast in our mission to connect every Nepali – wherever they are – with opportunities, innovation, and hope.
