Bishakha Lakshmi Khadka, Head of Corporate Communications and CSR at Ncell, brings nearly two decades of professional experience, having worked across both the media and corporate sectors in the South Asian region, having worked in Pakistan as a journalist and Nepal in the corporate sector. With a rich background in shaping public relations strategies, managing communications, and aligning corporate narratives with business objectives, she has successfully navigated the dynamic media landscape, leveraging both traditional and digital platforms to enhance corporate reputation and drive key initiatives. In the CSR domain, they have been instrumental in designing and executing sustainable business practices at Ncell, fostering community outreach programs, and ensuring that corporate social responsibility initiatives align with organizational values. Their diverse expertise not only positions her as a strategic leader within the communications field but also as a champion of social responsibility, committed to fostering positive societal impact. The recent formation of Ncell Foundation is a testament of her commitment.

She was also honored with the prestigious Best Woman Sustainability Leader – Telecom award at the Women's Tabloid Awards 2024, recognizing her leadership in driving sustainability initiatives at Ncell. In an exclusive conversation with Kiran Lama from The Himalayan Times, Khadka shared insights into Ncell's unwavering commitment to social responsibility, its impactful initiatives, and her role in spearheading sustainable efforts within the company. The interview explored Ncell's nearly two-decade journey, the current state of the telecommunications sector, its contributions to Nepal's telecom landscape, and the far-reaching benefits of its diverse Ncell Foundation projects for communities across the country. Excerpts:

Could you shed some light on Ncell Foundation?

Ncell Foundation serves as the umbrella entity for all social initiatives undertaken by Ncell over the past 19 years. While CSR activities have always been integral to Ncell, the Foundation formalizes this commitment, focusing on underserved communities, bridging the digital divide, and fostering a sustainable society. Operating under Nepal's Industrial Enterprise Act and regulations, it collaborates closely with government entities to address key societal challenges.

Launched on Ncell's 19th anniversary, the Foundation unifies efforts across education, health, environment, disaster risk reduction, and livelihood support, enabling more coordinated and impactful initiatives. It also strengthens partnerships with the government to address gaps and contribute to achieving the Sustainable Development Goals (SDGs).

Notable initiatives include the '18 for 18' social campaigns, which supported 18 grassroots projects across all seven provinces with Rs 1 million each. This year, the '19 for 19' campaign expanded these efforts, supporting 19 additional community projects, further amplifying Ncell's impact.

Ncell's commitment to CSR has earned national and international recognition, including awards such as the DRRM & BCM Award, Global Mobile Awards, World Communication Awards, ASOCIO Awards, and WITSA Global ICT Excellence Awards.

Among the impactful projects is the Telemedicine initiative that has been benefiting over 100,000 individuals through outreach centers-Manekharka (Sindhupalchowk), Dorpu (Solukhumbu), Thangsin (Nuwakot), and Bolde (Kavrepalanchowk). Additionally, the Ncell Foundation recently provided relief materials to over 1000 households affected by floods and landslides in various local levels. Through these initiatives, Ncell Foundation continues to drive meaningful change, embodying its vision of a connected and empowered Nepal.

Earlier this month, you were also awarded with the Women's Tabloid Awards 2024 under sustainability leadership. It is also linked with Ncell's social works, right?

Yes, thank you for bringing this up. I am deeply honored to have received this recognition, which reflects Ncell's 19-year commitment to creating positive social impact at grassroots level within the communities. Our focus isnot just on connecting Nepali people through telecom services but also through meaningful and impactful social initiatives.

This award is a recognition not just of individual efforts but of the collective commitment of Ncell Foundation and Ncell as a whole towards creating a sustainable and inclusive society. Since inception, Ncell has contributed over Rs. 2 billion to drive social cause in Nepal across the provinces focusing on the social sectors including Education, Health, Environment, Disaster Response and Preparedness among other areas identified under the Industrial Enterprise Regulations 2022 impacting lives of over 13 million people across the country directly and indirectly. Our key projects include Greening of the Ring Road, Telemedicine and Health Informatics Programme, Modern Digital Computer Labs benefiting 35,000 students, and the iconic Lainchaur Ground. Ncell has also supported Nepal's paralympic athletes and strengthened disaster preparedness through a multi-hazard early warning system.

Over the past years, Ncell has undertaken several transformative projects from providing immediate relief support to the government and community people during the crisis situations to supporting long-term community development projects at national and local level. Our work is always guided by motto 'Because we are all connected' where our primary focus remains on creating a measurable and sustainable impact.

This is not all, targeting the grassroot level projects last year we had launched 18 for 18 which provided grant to 18 community projects in 7 provinces and all these projects are gaining a good momentum to address the local community needs. Likewise our latest initiative, '19 for 19,' which we launched marking the 19th anniversary of Ncell, aims to empower grassroots organizations to implement meaningful projects aligned with the Sustainable Development Goals (SDGs).

It has been almost two decades of Ncell's operation in Nepal. How has been journey so far and contribution to the country?

Ncell, Nepal's first GSM cellular mobile operator, has been providing crucial connectivity for nearly two decades. Serving over 13 million active subscribers, we are proud to have connected every other Nepali with accessible and reliable services.

When we entered the market, mobile connectivity was a luxury. Ncell changed that by making communication affordable and accessible, redefining customer service with world-class support and generating employment for around 25,000 people nationwide.

Previously, high costs of connections, handsets, and call rates made mobile services unaffordable. We bridged this gap by introducing flat call rates and launching 3G in 2010 and 4G in 2017. Data charges have dropped significantly, and campaigns like Sadhain ON have further enhanced accessibility. For example, average monthly data consumption has grown from 341 MB in 2017 to 4 GB today, making mobile internet the primary means of access for most Nepalis.

This success reflects the trust of our customers. Beyond connectivity, we take responsibility for addressing the digital divide and contributing to society. Since 2005, Ncell has paid over Rs 320 billion in taxes and fees and contributed over Rs 2 billion to social initiatives, with increased efforts in the past five years. We are proud of our role in empowering Nepal and giving back to society.

Is it true that the telecommunications sector is going through a tough time?

Yes, the telecommunications sector is in a dire state. For perspective, in 2016-17, the combined revenue of Ncell and NT was nearly Rs 100 billion. Five years later, this has dropped to around Rs 72-75 billion-a decline of Rs 27-28 billion. This downturn is systemic, driven by government policies, regulations, and high taxation. Over 50% of every rupee generated goes to the government through taxes and royalties, making them a de facto partner in the business.

A significant challenge is posed by Over-The-Top (OTT) platforms like Facebook, WhatsApp, and Messenger, which use our data infrastructure without any regulatory obligation. The loss of International Long Distance (ILD) revenue has hit voice services hard. Unlike Gulf countries that regulate OTT platforms, Nepal lacks such frameworks, allowing these platforms to operate freely without contributing to the local economy. We have actively engaged with the government to address this imbalance and remain hopeful for reforms.

Our vision is to evolve from a telecom operator to a digital technology company. This involves driving digitalization, expanding connectivity, and building a comprehensive digital ecosystem. While countries like India, Bangladesh, and Sri Lanka have experienced double-digit growth post-COVID-19, Nepal's telecommunications sector has shrunk, largely due to limited government support. Operators such as Jio in India succeed by integrating content with data and voice services. In Nepal, however, content consumption is restricted, hampering sector growth. Developing an ecosystem that supports content creation and consumption is essential, as reliance on voice and data alone is unsustainable given the significant investments in network infrastructure and licenses.

Ncell, with over 4,000 towers, requires substantial resources to maintain infrastructure, including electricity, frequency, and microwave links. Declining revenue from traditional mobile services makes sustaining these operations challenging. This is why we are heavily focusing on data services, which represent the future of connectivity.

Despite increased data consumption, the sector faces challenges due to outdated policies and unregulated technologies like Wi-Fi hotspots, which create an uneven playing field. Telecom operators, burdened by high renewal fees and infrastructure investments, need a more balanced, investor- and consumer-friendly environment.

The Telecommunications Act, 1997, is outdated and requires urgent reform. The focus should be on creating a sustainable ecosystem that fosters innovation, maximizes 4G utilization (currently only 48%), and facilitates the transition to 5G. This will ensure the sector's growth while addressing the digital divide.

Telecom companies, including Ncell seem shifting their focus to data service with increased demand. How is consumption trend and business?

There is no doubt that voice services are now outdated, and data is the future. At Ncell, our system is built with robust security, supported by significant investments in IT, infrastructure, and data centers. We are also focusing on world-class services driven by IoT, cloud, and AI, with a strong commitment to innovation. Telecom is no longer just about voice, basic data, and text; it is evolving into digital telcos and technology companies.

At Ncell, we aim to provide innovative solutions. For instance, our Tier 3 data center is among the most secure in Nepal, serving prominent multinational companies and banks. We are also targeting enterprise clients with services such as data center colocation, fleet management, and other non-mobility offerings. This transformation positions us not only as a telecom company but also as an ICT leader.

Our reliable infrastructure is essential for businesses to succeed in today's dynamic market. Whether for financial institutions, banks, multinational companies, trading houses, or SMEs, our secure systems and innovative solutions support their growth. We remain committed to expanding our services further to address the evolving needs of Nepali businesses.

As a woman in a leadership role, could you share your experience and/or observation regarding the invisible barrier preventing women from reaching the highest levels of leadership in this sector?

As a female leader, speaking about leading, driving a cause, and managing Ncell Foundation, I feel incredibly fortunate. I'm honored to be part of Ncell's management team. While I acknowledge that glass ceilings exist, I don't believe that's the case at Ncell. Here, performance is what matters, and those who excel are encouraged to grow, regardless of gender.

I began my career as a journalist, spending five years in Lahore, Pakistan. After returning to Nepal, I worked in several multinational companies before joining Ncell. What stands out to me is that at Ncell, recognition is based on the quality of work, not gender. While societal gender bias may persist, my professional journey and Ncell's work culture have been both receptive and encouraging.

The fact that I hold a leadership position reflects the recognition of experience and dedication. Glass ceilings may exist elsewhere, but not at Ncell. Having worked for nearly 19 years since completing my Master's, I've gained valuable experience across various private-sector companies.