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    Indraprastha Gas Ltd takes snapshots of meter readings to curb under-reporting

    Synopsis

    IGL rolled out its pilot project for collecting meter readings through smartphones after a barrage of consumer complaints regarding inflated bills.

    By Rajiv Singh & Rajeev Jayaswal

    NEW DELHI: The ubiquitous mobile phone is helping Indraprastha Gas Ltd (IGL) plug revenue leakage. Executives of IGL, the sole natural gas supplier in Delhi and NCR, have been instructed to take snaps of meter readings in the about 460,000 households that use it for cooking, as the state-run company tries to curb under-reporting. IGL claims it loses lakhs of rupees every year due to under-reporting by some meter readers, who are suspected of conniving with customers.

    “There had been complaints due to wrong meter reading – higher as well as lower than actual. Using the smart metering technology, these are being rectified as per the actual meter reading and the amount is adjusted accordingly,” a senior IGL executive said, adding that some meter readers are suspected of under-reporting for financial gains.

    IGL rolled out its pilot project for collecting meter readings through smartphones in March after a barrage of consumer complaints regarding inflated bills. “A few months ago, I got a bill which ran into over Rs 6,000. Can you believe this,” said a consumer in Rohini, a residential area in northwest Delhi.

    The company charges Rs 25.50 for gas consumption up to 36 scm in 60 days, and Rs 48 per scm thereafter. In IGL’s case, only some meter readers are suspected of underreporting. One IGL-appointed meter-reader, requesting anonymity, said, “People use smartphones to see videos and take selfies, but we are using it to stem losses.”

    IGL executives said using smartphones is helping set things right and win back consumer confidence. Marketing experts, too, say the idea is sound.

    Public sector companies are increasingly embracing technology to add value to customer transactions and increase transparency, said Ashita Aggarwal Sharma, associate professor and head of marketing at SP Jain Institute of Management & Research. According to her, innovations on products/service may not be as swift in PSUs as private companies, but usage of technology in servicing customers can help them build greater consumer connect.

    “Organisations had already embraced SMS service to enhance consumer experience but usage of smartphones and apps can further build equity for such organisations by delivering greater customer value,” Sharma said.


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