Overview

The intent of the Customer Relationship Management application for City Gas Distribution (CGD) is to provide an integrated platform which covers all the business processes viz. Customer Acquisition, Customer Onboarding/Projects, Metering, Billing, Collection, Disconnection/Reconnection, Customer Services, Operation and Maintenance, Contract Management, E-Measurement, Fire & Safety, Management Information System etc.

Benefits:

Benefits of the Optical Probe based Spot Billing application are as under: -

  • Efficient and prompt delivery of Services.
  • Better mobilization and utilization of resources.
  • Reduced Cost
  • Improvement in revenue collection
  • Transparency and integrity in administration
  • Accountability and credibility
  • Automation of various processes and Customer services
  • Better co-ordination between various Departments and agencies
  • Improved communications
  • Real time monitoring and reporting
  • Creation of effective management information system (MIS)
  • Objectiveness in decision-making
  • Overall improvement in governance, delivery of services and Customer interface
  • Single repository of data from various delivery channels.
  • Easy and immediate availability of information
  • Assured and timely delivery of Services and redressal of grievances
  • Improved access to Customer Services
  • Improved communications
  • Simplification of procedures
  • Streamlining of the approval process
  • Opportunity for greater participation in decision-making
  • Transparency and accountability
  • Reprieve from multiple visits and harassment
  • Customer Centric Governance
  • Quick and Easy monitoring of various programs, activities and delivery of Services
  • Increased Productivity, reduced cost and increased Revenue Collection
  • Participation of Customers on various issues.

Features

Features of the Optical Probe based Spot Billing application are as under: -

  • Enables CGD to organize the Licensed area into Cities, Assets, Area, Sub Area, Societies
  • Enables CGD to empanel Vendors and configure Contracts placed on them
  • Enables CGD to setup its administrative structure viz. its Offices, and Employees placed at various Designations in such Offices.
  • Provisions an Identity Management System to allow CGD to allow various stakeholders to access the relevant modules.
  • Schedules automated Notifications through Cloud Messaging/Text Messaging to notify Customers and other Stakeholders.
  • Provisions a Content Management System to enable CGD to publish Content on its Official Website such as its Profile, Management Team, CNG, PNG, Careers, Contact us etc.
  • Enables CGD to setup Tariff Categories and Sub Categories
  • Enables CGD to setup various Schemes towards each Tariff Category/Sub
  • Enables registration of Customer application for New Service Connection
  • Enables registration of a Real Estate Project and in turn Bulk registration of various premises in such Project
  • Enables verification of application form, its acceptance, authorization of Payment and generation of Customer Relationship Number through a Workflow based System
  • Enables organization of Material into various Categories and its record its receipt, issue and its transfer intra-office or to Vendors.
  • Enables allocation/deallocation of works to Vendors
  • Enables Vendors to seek Consent of the Customer for works
  • Enables submission of Joint Metering Report for Connection and/or Conversion, report utilization of Free Issue Material and measurement of Works carried out by the Vendor
  • Enables approval of Joint Metering Report submitted by the Vendor through a Workflow based System
  • Generates Customer Invoice towards additional works carried out by the Vendor
  • Generates E-Measurement Sheet towards works carried out by the Vendor against approved Joint Metering Reports.
  • Enables configuration of Tariff Orders
  • Enables registration of Meter Readers, Bill Distributors and Managerial Staff
  • Enables allocation of Beat/Sub areas to a Meter Reader/Bill Distributor.
  • Enables allocation of Customers to the Meter Reader for each Bill Cycle and Bill Group
  • Enables navigation to Customer premises using Google Navigation Services
  • Generates and Prints Customer Gas Bill for various Tariff Categories as per Billing Logics
  • Provisions Location-wise or Meter Reader-wise Billable and Billed Customers
  • Populates Customer Ledger automatically
  • Enables Collection of Gas/Non Gas Bill Online through Cards and Net Banking or offline through Cheque, Demand Draft/Pay Order.
  • Provisions CGD to upload Meter Readings in Bulk, view Meter Readings to seek approval, and generate Bills as per Billing Logics towards Meter Readings
  • Enables CGD to Print Bills in Bulk and allocate them for Distribution.
  • Enables Bill Revision against incorrect Meter Readings, incorrect amount posted into the Customer account etc.
  • Enables Customer to Login using Login and Password or OTP sent on his registered Mobile No
  • Enables Customer to register for E-Bill
  • Enables Customer to view his Invoices, Receipts towards Bill Payments, and Change Profile
  • Enables Customer to Submit Service Requests and retrieve its Status
  • Seeks Customer Feedback based on questionnaire
  • Enables Customer to take Meter Reading as Guest and make Payment towards his Due Invoice.
  • Enables configuration of Customer Service Requests
  • Enables configuration of Escalation Matrix towards each type of Service Request
  • Enables Customer to register a Service Request
  • Enables verification of Service Request, its allocation to an O&M Vendor and to update its Status
  • Enables Field activities viz. Customer Acquisition, its Onboarding/Project work, Operation and Maintenance, Customer Self Service, Meter Change, Disconnection, Reconnection etc through Mobile apps
  • Provision to generate and view Reports

Industries Served

Power
Gas
Urban Local Bodies
Cantonment Boards