Customer Overview

Central U.P. Gas Limited (CUGL), a joint venture between GAIL (India) Limited and Bharat Petroleum Corporation Limited (BPCL), is a key City Gas Distribution (CGD) company serving customers across Uttar Pradesh. Focused on operational efficiency, customer satisfaction, and safety, CUGL continuously leverages digital innovation to enhance its PNG and CNG service delivery.

Business Challenges

CUGL faced significant challenges in managing new PNG connection workflows. Manual processes and fragmented systems created delays that impacted customer satisfaction and operational efficiency across the connection lifecycle.

Manual onboarding and verification processes delayed new PNG connections and increased operational inefficiency.
Fragmented departmental coordination led to communication gaps, redundant approvals, and tracking difficulties.
Limited visibility for customers on connection progress and payment status reduced transparency and trust.
Compliance tracking was time-consuming, relying on paper-based validations and multi-level manual approvals.
Delayed field execution and job allocation caused longer activation cycles and inconsistent service experiences.
Business Challenges

Our Solution

Triazine collaborated with CUGL to develop a digitally connected PNG workflow system, automating end-to-end operations from customer application to final activation. The solution unified customer, field, and administrative stakeholders under a single transparent, compliance-led digital ecosystem.

Key Business & Technology Initiatives:

Online application and payment interface allowing customers to submit KYC documents, apply for new connections, and pay digitally.
Aadhaar-based verification ensuring instant identity authentication, with escalation workflows for unverified cases.
Digital job assignment enabling admins to allocate tasks directly to field executives through an automated dashboard.
Mobile-enabled field execution, allowing staff to upload geo-tagged images, record installation details, and update job progress in real time.
OTP-based job closure with digital signatures and PMC validations, ensuring full compliance and traceability.
Compliance-driven monitoring dashboard providing a unified view of job status, contractor accountability, and approval flows.
Integrated payment gateway for seamless, secure, and traceable transaction management.
Cloud-hosted infrastructure for scalability, data synchronization, and uninterrupted accessibility across all stakeholders.
Our Solution

Results

01

Customer Satisfaction

50% reduction in connection activation time, improving customer satisfaction and process efficiency.

02

Digital Audit Trail

100% traceable digital audit trail, enhancing compliance readiness and regulatory transparency.

03

Verification Process

70% faster verification process through Aadhaar-based authentication and automated escalation workflows.

04

Improved Productivity

Improved field productivity,reducing manual dependencies and errors in job allocation and execution.

05

Performance Monitoring

Complete visibility across departments,enabling data-driven decision-making and performance monitoring.

06

Enhanced Customer Experience

Enhanced customer experience, with real-time updates and faster, more transparent service delivery.

FAQs

To eliminate process delays and improve transparency by automating the PNG connection lifecycle — from customer onboarding to activation.

Automation reduced manual coordination, minimized approval delays, and provided centralized visibility for faster, compliance-driven execution.

Connection activation times were reduced by half, verification became near-instant, and compliance accuracy reached 100%.

It enabled instant authentication, reduced document submission hassles, and ensured faster approvals for verified customers.

The scalable, cloud-based workflow supports higher customer volumes, improved compliance standards, and operational excellence across expanding service regions.

Know about Other Case Study

Triazine partnered with MNGL to develop a comprehensive mobile and web-based Customer Management Platform, unifying CNG and PNG services under a single, user-friendly digital ecosystem. The solution enhanced customer accessibility, improved operational efficiency, and established transparent communication channels.

MNGL

Maharashtra Natural Gas Limited (MNGL), a joint venture of GAIL (India) Limited and Bharat Petroleum Corporation Limited (BPCL), is a leading City Gas Distribution (CGD) company in India. MNGL provides clean, reliable, and environment-friendly CNG and PNG services across Maharashtra and neighboring states.

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