Sabarmati Gas Limited (SGL), a joint venture between Gujarat State Petroleum Corporation and Bharat Petroleum Corporation Limited, is a key player in the Indian city gas distribution (CGD) sector. It operates in the north of Gujarat, across five districts – Gandhinagar, Mehsana, Sabarkantha, Aravalli and Patan. SGL is a customer-centric company focused on expanding its CGD network, and increasing its volume of business, sales turnover, profits and market penetration.
Replicating the industry trend, SGL has been actively deploying technologies to ease its business operations, retain customers and enhance the consumer experience. The introduction of online bill payment platforms is one example. SGL now provides customers the option to make online bill payments through the “Online Domestic Customer Portal”, or “Quick Pay”, which has simplified the process of bill payment. Gas consumers can make payments through debit cards, credit cards, internet banking, mobile banking, cash cards, etc. Customers can view their last three invoices, payment receipts and requests, and check and update their account information. With this facility, SGL has reduced the hassle of physically visiting payment centres. The portal also offers other value-added services to customers.
It also has a 24×7 emergency contact number and a customer care number, which works only during office hours. In addition, there is a customer care centre at every 30 km in its network area across all the major towns covered by SGL. Further, the company’s website shows locations of all the CNG stations.
The company also has a webpage for suggestions and complaints. Through this service, consumers can post their comments and feedback. The company is open to suggestions to improve its services.
Meanwhile, SGL has introduced “Diall before Dig”, which is essentially a telephone service that may be used by consumers/other citizens before taking up digging activity. The move is aimed at safeguarding the pipeline network from physical/external damage.
SGL also provides online forms to apply for a new gas connection. Other online services include service request forms, profile/enquiry forms, piped natural gas application forms and vendor registration forms.
Like several other CGD companies in the country, SGL has taken steps to streamline the business using the latest technologies in the internet-of-things space. While such measures help companies in saving costs and improving services, consumers stand to benefit equally by gaining easy access to services.