PT PGN Tbk, a Subholding Gas under Pertamina, is committed to enhancing its responsiveness to customer complaints by implementing various initiatives. One such effort involves the development of tools to monitor business processes and bolster real-time, integrated customer service, exemplified by the Integrated Monitoring Center (IMOC).
Through IMOC, precise and prompt information regarding distribution conditions, encompassing all customers, PGN gas infrastructure, and commerce, is readily accessible.
This enables direct monitoring of approximately 935 BBTUD of natural gas distributed to 839,151 PGN customers across 73 cities/districts, with a coverage area for natural gas pipeline infrastructure exceeding 11,675 KM.
Multi-purpose platform for managing gas distribution
IMOC serves as a multifaceted platform, not only facilitating the monitoring of gas distribution but also offering a conduit for customers or potential customers to access comprehensive information, ranging from registration procedures to the gas connection process. This aligns with PGN’s expansive Household Connection (SRT) development plan.
Presently, PGN has successfully established a household gas network, boasting 834,165 Household Connections (SR). Ratih Esti Prihatini, PGN’s Director of Sales and Operations, emphasized the significance of integration in the platform utilized by various units, anticipating improved efficiency and accuracy in addressing customer concerns.
The integration also caters to the digital support requirements of the PGN Contact Center, aiding in the identification and provision of detailed data on disturbances, incidents, and emergencies.
Furthermore, digital organization of the Disturbance Handling Team’s (TPG) response to incidents is expected to enhance effectiveness.