At a glance
The engagement, in six facts.
A scannable summary for buyers checking facts before reading the full page.
About the client
Indraprastha Gas Limited
Indraprastha Gas Limited is India's largest city gas distribution company, supplying piped natural gas to over two million customers across Delhi and the National Capital Region, while operating over 800 CNG stations serving the commercial vehicle and passenger car segments. IGL operates across a customer base that spans domestic PNG connections, commercial PNG customers and CNG vehicle users, each with distinct service requirements, billing structures and communication needs. Managing customer relationships at this scale, across multiple service types and regulatory obligations, requires digital platforms that are reliable, accessible and capable of handling very high transaction volumes.
The business challenge
Customer service at two-million scale is a reliability problem.
Serving two million gas utility customers across a distributed network involves a significant volume of daily interactions. Bill payments, meter reading submissions, service requests, complaints, new connection enquiries and CNG station queries all arrive through multiple channels, with customer expectations that mirror the digital experience they get from banks and telecoms.
Building a platform that handles all of this through a single consistent customer experience, integrated with billing systems, field operations and operational data, and reliable enough to serve millions of users without service disruption, is the delivery challenge. For a utility where service reliability is directly linked to regulatory compliance and customer trust, the platform has to work every time.
What Triazine Software built
One platform for every customer, every service, every channel.
Triazine Software built IGL Connect across web and mobile — unified account management with SLA-backed workflows, photo-verified PNG readings, live CNG station discovery and automated communication across the full customer base.
Unified account management with SLA-backed service workflows
The platform gives customers a unified account management experience covering bill viewing, online payment, consumption history and usage analytics, service request submission and tracking, and complaint and grievance management with SLA-based escalation workflows.
- Billing & payments — bill viewing, online payment, consumption history and usage analytics in one account
- Service requests — submitted and tracked end to end in the platform
- Complaints with SLAs — grievance management with SLA-based escalation workflows
Photo-verified readings for PNG, live station discovery for CNG
Meter reading submission is built into the customer-facing platform, allowing PNG customers to submit readings with photographic proof through the mobile application, with instant confirmation and integration with IGL's billing workflows. CNG customers access a real-time station locator showing station locations, operating timings, fuel availability and safety information across IGL's 800+ station network.
- Photo-verified readings — submitted in-app with instant confirmation, feeding IGL's billing workflows
- Real-time station locator — locations, timings, fuel availability and safety information
- 800+ stations covered across the CNG network
Automated communication across the full customer base
Safety notifications and service alerts are delivered through the platform to all registered customers, with automated communication across bill generation, payment confirmation, service request updates and emergency notifications. The web platform manages the customer account in full, while the mobile application covers the field-facing and on-the-go interactions for both PNG and CNG customers.
- Safety & service alerts — delivered digitally to all registered customers
- Automated communication — bills, payment confirmations, service updates and emergency notifications
- Web + mobile split — full account management on web, on-the-go interactions on mobile
Business outcomes
India's largest CGD customer base, self-served on one platform.
Verified outcomes from the IGL Connect programme at documentation scale.
◈For customers
IGL Connect serves over two million gas customers across IGL's PNG and CNG network through a single digital platform. Customers manage billing, payments, meter readings, service requests and complaints without visiting a service centre, with every interaction tracked and resolved through structured workflows.
◎For IGL operations
The CNG station locator gives vehicle users real-time access to station information across 800+ locations, reducing customer enquiries to service channels. Safety notifications and service alerts reach the full registered customer base through automated digital communication rather than manual outreach. The platform continues to expand in functionality as IGL's network and customer base grow.
Technology landscape
Built to operate at the scale of India's largest CGD network.
IGL Connect was built for high-volume concurrent usage across web and mobile, with real-time billing integration and automated multi-channel notifications.
Enterprise security & compliance
Built for secure, compliant energy operations.
Oil and gas and energy utility platforms manage operationally sensitive data across field operations, safety records, financial transactions, customer information and regulatory workflows. Every system that handles this data carries an obligation to protect it throughout its lifecycle and to maintain the audit-ready records that regulators and enterprise governance teams require.
For Indraprastha Gas Limited, Triazine Software designed security and compliance as part of the platform architecture from the start, not configured after delivery. The solution follows industry best practices for operational data protection while supporting regulatory requirements across different deployment geographies.
Role-Based Access Control
Ensures field teams, supervisors, finance teams and administrators only access data and workflows relevant to their role.
Audit Trails
Maintains complete activity logs across all platform transactions to support regulatory audits, compliance reviews and governance requirements.
Data Encryption
Protects operational and financial data during transmission and storage using industry-standard encryption.
Secure Authentication
Strong user authentication safeguards access to operational systems and sensitive workflows.
Workflow Governance
Structured multi-level approval workflows with complete traceability across safety, financial and operational processes.
Scalable Security Architecture
Designed to support enterprise deployments across multiple sites, facilities and geographies.
Compliance-ready foundation
The platform architecture is designed to support leading operational data security and regulatory compliance standards, depending on deployment geography and customer requirements.
IOGPOperational safety & data governance
IOGP standards for oil and gas operational safety and data governance in international deployments.
PNGRBCGD regulatory requirements
PNGRB regulatory requirements for CGD operators in the Indian market.
ISO 9001:2015Quality management
ISO 9001:2015 quality management standards across all delivery processes.
CMMI L3Enterprise delivery practices
Enterprise delivery practices aligned with CMMI Level 3 to ensure disciplined development, quality assurance and governance.
Beyond go-live
A partnership that has grown with every year.
Triazine Software has been IGL's technology partner across IGL Connect and multiple other platforms for several years. The engagement has grown in scope with every year of the partnership, with IGL trusting Triazine Software with additional systems across meter reading, field operations and safety compliance as the relationship has deepened.
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Oil, Gas and Energy — All Projects
Explore every platform Triazine has delivered across the energy vertical.
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Let's build your next enterprise platform.
From customer self-service at two-million scale to meter reading, permits and field operations, Triazine designs and delivers the digital infrastructure CGD operators run their customer relationships on — reliable at volume, integrated with billing and built to work every time.