Sui Southern Gas Company Cuts Time to Connect New Gas Customers by 80%, Improves Transaction Response Time by 20%
 
 

Sui Southern Gas Company Cuts Time to Connect New Gas Customers by 80%, Improves Transaction Response Time by 20%

Sui Southern Gas Company Ltd. (SSGC) is Pakistan’s leading integrated gas company. It transmits and distributes natural gas to 2.2 million customers in 1,200 towns and villages over a network of 37,000 kilometers. SSGC also builds and supplies gas meters, and it is conducting several smart-grid pilot projects.

 
 

 
 

Challenges

A word from Sui Southern Gas Company Ltd.

  • “We tried a couple of application servers but only Oracle WebLogic Server could efficiently support our smart-grid project. We have cut the time for delivering services to new customers by 80% and enabled them to access their gas bills in real time.” – Kashif Qadeer, Deputy General Manager (IT), Sui Southern Gas Company Ltd.

  • Integrate three, siloed COBOL customer systems into one database to provide a single, accurate view of gas customers
  • Cut batch processing times, so gas bills are generated overnight through a single system and don’t affect daytime operations
  • Reduce the time to connect gas services for new customers and provide bills online
  • Support building a smart grid to match gas supply with customer demand

Solutions

Oracle Product and Services

  • Reduced the time to connect gas at a new customer’s premises by 80%—from 100 days to 20 days
  • Enhanced staff efficiency by cutting transaction response times by 20% and using a single platform to store gas customers’ contact and account data and to generate 100,000 bills and process 1.2 million transactions, such as meter readings and adjustments, in two hours, at night, compared to five hours previously
  • Enhanced customer service by allowing customers to access their gas accounts online and by delivering 2,000 bills a day through the self-service Web portal
  • Cut operational costs and provided more responsive service through a single interface for gas customers’ queries, instead of accessing data in separate systems
  • Increased profitability by achieving a return on investment within six months of implementation
  • Strengthened customer loyalty by providing them with consistent responses when they call the contact center, responses that are based on accurate, consolidated data
  • Enhanced business control, insight, and decision-making by delivering daily management updates of financial figures and company performance, data that wasn’t previously available

Why Oracle

SSGC has a long history with Oracle Utilities Customer Care and Billing and Oracle Financials. Although the company was very happy with Oracle Utilities Customer Care and Billing, it needed a consolidated, real-time middleware system to improve services, support advanced projects, such as its gas-smart grid pilot, and to help realize Oracle Utilities Customer Care and Billing’s full potential.

“We had poor experiences with other vendors’ application server support services,” said Kashif Qadeer, deputy general manager (IT), Sui Southern Gas Company Ltd. “We were confident Oracle had the skills and resources, and that only an Oracle system could fulfill our ambitions.

“Oracle Utilities Customer Care and Billing allowed us to accurately reconcile our accounts for the first time, but since moving to Oracle WebLogic Server, we can finally realize its full potential,” he said.

Implementation Process

SSGC completed the implementation of Oracle WebLogic Server and its Oracle Utilities Customer Care and Billing upgrade in July 2012. It recovered the cost of investment within six months.

Since moving Oracle Utilities Customer Care and Billing to Oracle WebLogic Server, SSGC has also deployed other Oracle products, such as Oracle Utilities Meter Data Management and Oracle Utilities Smart Grid Gateway.

“We are now using Oracle throughout,” said Qadeer. “We use Oracle Utilities Customer Care and Billing as the front-office application and Oracle E-Business Suite at the back end, with Oracle WebLogic Server sitting in between.”

SSGC is now turning to Oracle Application Integration Architecture to harmonize its systems more effectively.