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Digital self-service for one of India's leading city gas distribution networks

The MNGL Customer Management Platform gives 1M+ active users of Maharashtra Natural Gas Limited a single digital platform for billing, payments, self-billing meter readings, complaint tracking, CNG station discovery and safety alerts, across web and mobile.

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At a glance

The engagement

Client
Maharashtra Natural Gas Limited (MNGL)
Sector
Oil, Gas and Energy / City Gas Distribution
Platform
MNGL Customer Management Platform — Unified CNG & PNG Self-Service
Scope
Unified mobile and web platform for PNG and CNG customers covering connection management, billing, payments, self-billing meter readings, complaint tracking, CNG station locator and safety notifications
Scale
1M+ active users across Maharashtra and neighbouring states
Engagement
Design and development by Triazine Software. Ongoing technology partnership.

About the client

Maharashtra Natural Gas Limited

Maharashtra Natural Gas Limited (MNGL), a joint venture of GAIL (India) Limited and Bharat Petroleum Corporation Limited (BPCL), is a leading City Gas Distribution company supplying piped natural gas and CNG across Maharashtra and neighbouring states. MNGL operates across a customer base spanning domestic and commercial PNG connections 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 a growing state-wide network, requires digital platforms that are reliable, accessible and capable of handling high transaction volumes in real time.

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Active users across CNG and PNG segments
Maharashtra & neighbouring statesNetwork coverage
GAIL–BPCL joint ventureLeading CGD company
Two segmentsPNG and CNG customers
High-volumeReliable at scale, real time

The business challenge

Customer service at one-million scale is a unified digital experience problem.

Serving a growing base of CNG and PNG customers across Maharashtra involved a significant volume of manual and fragmented interactions. Billing queries, meter readings, connection requests and complaints arrived through helplines and physical centres, with customer expectations that increasingly mirrored the self-service experience they got from banks and telecoms.

Building a platform that unified CNG and PNG service delivery under one consistent digital experience, gave customers self-service capability instead of dependency on field staff, and gave MNGL centralised visibility across performance and complaints, was the delivery challenge. For a utility managing a rapidly growing customer base, the platform had to scale with demand without a corresponding rise in manual overhead.

What Triazine Software built

One platform for every customer, across CNG and PNG.

Triazine Software built the MNGL Customer Management Platform across web and mobile — unified account management with self-billing at the centre, CNG station discovery with instant digital payments, and centralised content, admin control and cloud-scale reliability.

Unified account management with self-billing at the centre

The platform gives customers a unified account experience covering connection management, bill viewing, online payment, self-billing meter reading submission, and complaint tracking with real-time status updates.

  • Billing & payments connection management, bill viewing, online payment and self-billing in one account
  • Self-billing customers submit meter readings and photographs, with real-time validation and instant bill generation
  • Complaints raised, tracked and closed seamlessly through the app interface
MNGL Admin Web Portal for self-billing management, user administration and CMS control

CNG station discovery and instant digital payments

CNG customers access a station locator and a savings calculator that shows the cost benefit of switching to clean fuel, improving convenience and promoting adoption. Instant online payments are supported through integrated payment gateways, with automated bill notifications driving faster revenue realisation across both PNG and CNG segments.

  • CNG station locator station discovery and clean-fuel savings calculator
  • Instant online payments integrated gateways with automated bill notifications
  • Faster revenue realisation across both PNG and CNG customer segments
MyMNGL mobile app for PNG and CNG customers with self-billing meter reading, bill payment and CNG station locator

Centralised content, admin control and cloud-scale reliability

Dynamic content management keeps MNGL news, safety guidelines and policy updates accessible directly from the mobile app, while an admin control panel gives MNGL's internal teams centralised management of self-billing configurations, user data, notifications and reports. The platform runs on cloud-based infrastructure built for scalability, uptime and secure access for MNGL's active user base.

  • Dynamic content news, safety guidelines and policy updates published directly to the app
  • Admin control panel self-billing configuration, user data, notifications and reporting in one dashboard
  • Cloud-based infrastructure built for scalability, uptime and secure access at scale

Business outcomes

A statewide CGD customer base, self-served on one platform.

Verified outcomes from the MNGL Customer Management Platform programme.

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Faster Service Turnaround
Reduction in customer service turnaround time through automation and digital self-service enablement.
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Higher Billing Accuracy
Improvement in billing accuracy, minimising disputes and manual meter-reading dependency.
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More Digital Payments
Increase in digital payment adoption, improving cash flow and operational efficiency.
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Platform
Web and mobile, PNG and CNG — one consistent customer experience.

For customers

The MNGL Customer Management Platform gives active users across PNG and CNG a single digital platform for billing, payments, self-billing and complaints. Customers submit meter readings and resolve common issues through app-based self-help modules, without depending on field staff or physical service centres.

For MNGL operations

Self-billing and automated validation have improved billing accuracy and reduced manual meter-reading dependency, while digital payment adoption has grown, improving cash flow and reducing load on cash and counter teams. Centralised visibility across CNG and PNG services now supports performance tracking and complaint analytics that weren't possible under the previous fragmented system.

Technology landscape

Built to operate at statewide CGD scale.

The MNGL Customer Management Platform was built for high-volume concurrent usage across web and mobile, with real-time self-billing validation and integrated payment gateways.

MNGL PlatformPlatform core
FlutterMobile apps
AngularWeb platform
PythonServices
DjangoBackend
AWSCloud infra
MySQLData layer
Web Platform
Customer account management, billing, payments, complaint and content management
Mobile
Android and iOS applications for PNG and CNG customer self-service
Billing Integration
Real-time self-billing submission with automated validation and bill generation
Payments Integration
Integrated payment gateways with automated bill notifications
Admin & Reporting
Centralised admin control panel for configuration, user data and reporting

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 Maharashtra Natural 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.

Rather than treating compliance as a checklist, Triazine incorporated security and governance into the MNGL Customer Management Platform architecture from the start. The platform operates to PNGRB regulatory standards for CGD customer data and service delivery in the Indian market, with an architecture aligned to IOGP data governance standards for international deployment contexts.

Beyond go-live

A partnership that continues to grow.

Triazine Software has been MNGL's technology partner for the Customer Management Platform for several years. The engagement continues to expand in scope as MNGL's customer base and digital ecosystem grow, alongside Triazine's other Oil, Gas and Energy engagements across the same market.

DiscoveryMapping self-service for CNG and PNG customer segments across Maharashtra
DevelopmentAccount, billing, self-billing, station locator and content management built across web and mobile
DeploymentLive across MNGL's active user base in Maharashtra and neighbouring states
ExpansionPlatform capabilities expanded as MNGL's digital ecosystem grew
PartnershipScope growing as MNGL's digital ecosystem expands

Work with Triazine Software

Let's build your next enterprise platform.

From statewide customer self-service to billing, meter reading and field operations, Triazine designs and delivers the digital infrastructure CGD operators run their customer relationships on — reliable at scale, integrated with billing and built to work every time.

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