Enabling Enterprises to Do Big Through connectivity, security, cloud and collaboration solutions. ANNUAL REPORT 2020-21 Index Corporate Overview In a world navigating through large- 01 Who we are scale disruption and rapid change, 02 Board of Directors 04 Our response to COVID-19 enterprises are accelerating their 05 Awards and Accolades digital transformation by several Statutory Reports years to survive and thrive in the 06 Year on year performance – Last ten years new normal. With our connectivity, 07 Corporate details 08 Notice security, cloud and collaboration 18 Directors’ Report offerings, we have been enabling 38 Management Discussion and Analysis Report 48 Corporate Governance Report businesses to simplify the transition 62 Business Responsibility Report effectively. Our deep understanding Financial Statements of businesses is reflected in our 68 Independent Auditors’ Report wide array of innovative products 76 Balance Sheet 77 Statement of Profit and Loss which drive digital inclusion. 79 Cash Flow Statement 81 Notes As the coronavirus pandemic altered the very way people work and interact, we empowered our customers to seamlessly move to a remote working environment, facilitating a culture of collaboration for today’s anytime, anywhere, any device workforce. The expanding digital ecosystem, however, has brought in more pervasive cyber security risks. We are enabling our customers to harness the power of digital technologies and build a more connected and secure future. Who we are Tata Teleservices (Maharashtra) Limited (TTML) is a leading player in the connectivity and communication solutions market for enterprise customers. With services ranging from connectivity, collaboration, cloud, security, IoT and marketing solutions, we offer a comprehensive portfolio of ICT services for businesses in India under the brand name Tata Tele Business Services (TTBS). TTBS provides integrated telecom solutions to small, medium & large Our promise enterprises which go beyond the purview of connectivity into offering one-stop-shop business solutions and managed services. Our solutions allow enterprises to be resilient and maintain business continuity in a flexible, Develop Deliver Delight scalable and secure manner. Develop deep Deliver pioneering Delight our customers understanding of the products & services of with great experience at We have a progressive approach of unique needs of our outstanding quality & every touch point partnering with SMEs as technology customers value enablers and subject matter experts to bring them at par with the fast- evolving tech landscape. Our objective is to provide products and services that significantly impact the competitiveness of our customers and enable them to DO BIG. We deliver customer delight with solutions through deeper understanding of unique customer needs. Our solutions allow enterprises to be resilient and maintain business continuity in a flexible, scalable and secure manner. TELESERVICES (MAHARASHTRA) LIMITED ANNUAL REPORT 2020-21 Board of Directors Our Board steers the business towards sustainable growth, with the objective of mutual growth of our customers and company’s long-term goals. Ms. Hiroo Mirchandani Mr. Kumar Ramanathan Dr. Narendra Damodar Jadhav Independent Director Independent Director Independent Director Ms. Mirchandani has experience of nine Mr. Ramanathan is a Founder of Positive Dr. Jadhav is a renowned author, economist, diverse boards including Nilkamal Ltd., Integers Pvt. Ltd., a decision science educationist, social scientist and public Punjab National Bank Ltd., Polycab India Ltd. company, and has been spearheading this speaker. He currently serves as a Member DFM Foods Ltd. and Care Health Insurance company since inception. Currently, he of Parliament (Nominated to Rajya Sabha Ltd. Prior to her career on boards, she has is holding the position of CEO in Positive by Hon President of India), and visiting held management roles for over thirty Integers. Earlier he was holding the position faculty at four distinguished universities. years in P&L, Marketing and Sales primarily of Director – Analytics and Commercial, Dr. Jadhav, in his four decades of public in Consumer Goods and Healthcare sectors. Vodafone AMEAP region and as Chief service, has served in key positions as She progressed from being a Branch Manager Marketing Officer of Vodafone India. Prior to Member of the Planning Commission and at Asian Paints to Business Unit Director and that he was the Unit Manager – Pepsico India the National Advisory Council. He has also Executive Council member at Pfizer. She Holdings. Mr. Ramanathan, has a Masters held the position of Vice-Chancellor at has also held leadership positions at Dabur Degree in Commerce from Delhi School of University of Pune and Principal Adviser and World Gold Council. Ms. Mirchandani Economics and a Management Degree from and Chief Economist, Reserve Bank of India is a Chevening Gurukul Scholar from the IIM, Ahmedabad. He currently serves on the (RBI). During his 31-year association with the London School of Economics, an MBA in boards of companies like Thirumeni Finance RBI, he also served in Advisory capacities Marketing and Finance from the Faculty Pvt. Ltd., Tata Communications Payment at International Monetary Fund (IMF) and of Management Studies, and a graduate Solutions Pvt. Ltd., Positive Integers Pvt. Governments of Afghanistan and Ethiopia. from Shri Ram College of Commerce, New Ltd., Tata Communications Transformation Dr. Jadhav holds a PhD in Economics from Delhi. She chairs the Audit Committee Services Ltd., Cartology Pvt. Ltd. and Tata Indiana University, USA and has penned of Tata Teleservices (Maharashtra) Ltd. Teleservices (Maharashtra) Ltd. or edited 43 books, numerous reports and and has played an effective role on the research papers. He is a recipient of 70 Nomination and Remuneration Committee, national and international awards, including Corporate Social Responsibility Committee, four Honorary D-Litt Degrees, and the title Stakeholder Relationship Committee and of the Commander of the Order of Academic other committees of various boards. Palmes by the Government of France. He currently serves on the boards of companies like Jain Irrigation Systems Ltd., Sustainable Agro-commercial Finance Ltd., Dhani Services Ltd., Dhani Loans and Services Ltd., Tata Teleservices Ltd. and Tata Teleservices (Maharashtra) Ltd. 2 COMPANY OVERVIEW Mr. Ankur Verma Mr. N. Srinath Mr. Thambiah Elango Non-Executive Director Non-Executive Director Non-Executive Director Mr. Verma has around 16 years of experience Mr. Srinath joined the Tata Administrative Mr. Elango was working as President in Investment Banking, Capital Markets Services in 1986. He has held positions in (Consumer Business) with Tata Teleservices and Corporate Strategy. He is the Senior Project Management, Sales & Marketing, and Ltd. Prior to joining Tata Teleservices in 2010, Vice President, Chairman’s Office at Tata Management in different Tata companies he has worked with various organisations Sons Pvt. Ltd. Previously, he was Managing in the ICT sector over the past 35 years. like Bharti Airtel, Titan Industries, etc. Director (Investment Banking Division) Under his leadership, Tata Communications He holds a post graduate diploma in in Bank of America Merrill Lynch, and also transformed from a monopoly, public sector Management from the Indian Institute of Group Manager & Head, Business Planning undertaking into a global communications Management, Bangalore, and a bachelor’s in Infosys Technologies Limited - Corporate services provider offering advanced degree in Engineering (Mechanical Planning Group. Mr. Verma has PGDM from network, managed and cloud services to Engineering) from College of Engineering, IIM, Calcutta, and is a B.E. in Mechanical customers worldwide. In 2008 and 2009, Guindy, Chennai. He is also the founder of Engineering. He currently serves on the Mr. Srinath was named as the world’s eighth an NGO, ‘The Ganga Foundation’, which boards of companies like Tata Capital most influential telecom personality by focuses on improving the life of the Spinal Housing Finance Ltd., Tata Elxsi Ltd., Tata the Global Telecoms Business magazine, as injured people. He currently serves on AutoComp Systems Ltd., Tata Sky Ltd., well as the ‘Telecom Person of the Year’ by the boards of companies like Savadika Tata Teleservices Ltd. and Tata Teleservices the India-based Voice and Data magazine Retail Pvt. Ltd. and Tata Teleservices (Maharashtra) Ltd. in 2008. He has a degree in Mechanical (Maharashtra) Ltd. Engineering from IIT Chennai and a Management Degree from IIM Calcutta, specialising in Marketing and Systems. Mr. Srinath has joined as CEO of Tata Trusts with effect from April 1, 2020. He currently serves on the boards of companies like Tata Communications Ltd., Tata Industries Ltd. Tata Teleservices Ltd. and Tata Teleservices (Maharashtra) Ltd. 3 TELESERVICES (MAHARASHTRA) LIMITED ANNUAL REPORT 2020-21 Our Response to COVID-19 The COVID-19 pandemic has caused unprecedented disruption, affecting physical and financial health of millions globally. At TTML we ensured safety and well-being of our employees. We also undertook multiple customer-centric initiatives to enable their business continuity with minimal disruption. Ensuring safety and well- being of Some of our prominent product launches multi-point connectivity, enabling cloud our employees are as below: connect to prominent cloud service providers in a cost-effective manner with We ensured the safety