Integrated Monitoring Center, PGN’s Real-Time and Integrated Digital Services
Jakarta, November 22, 2023 - PT PGN Tbk, as Pertamina’s Gas Subholding continues to improve handling and rapid responses to customer complaints. One of these efforts includes tools innovation that can monitor business processes to enhance real-time and integrated customer service levels, namely the Integrated Monitoring Center (IMOC).
Through IMOC, information regarding distribution conditions, covering all customers, infrastructure, and PGN gas trading, can be available quickly and accurately. Consequently, approximately 935 BBTUD of natural gas distributed to 839,151 PGN customers in 73 cities/districts, with a gas pipeline infrastructure spanning over 11,675 KM, can be directly monitored.
IMOC also serves as a platform for customers and potential customers to obtain detailed information, ranging from registration procedures to gas installation. It aligns with PGN's large-scale Household Connection (SRT) development plan. To date, PGN has developed 834,165 Household Connections (SR).
"Through integration on the application platform used by several work units, PGN aims to handle and respond to customers and potential customers more quickly and accurately," stated Ratih Esti Prihatini, Director of Sales and Operations of PGN, in Jakarta (22/11/23).
Ratih explained that PGN has consistently aimed to provide the best service to all customers, including efforts to digitize the tools used. It also addresses the digital support needs of PGN's Contact Center in identifying and providing detailed data, including disturbance locations, incidents, and emergencies.
Moreover, the handling performed by the Disturbance Handling Team (TPG) in responding to occurring disturbances can now be digitally organized, aiming for more effective operations.
The IMOC room in PGN's Head Office serves as a representation space used to present the internal and external stakeholders with an overview of gas distribution conditions in the Gas Subholding operational areas. Utilizing a full wall monitor setup aims to present information more clearly.
"The information in IMOC includes infrastructure data, Disturbance Handling Team tracking, gas distribution, liquefied natural gas (LNG), and compressed natural gas (CNG). Additionally, there is a dashboard for handling the Voice of Customers (VoC), customer data, and services," continued Ratih.
IMOC also provides monitoring information from CCTV within the Gas Subholding work areas, including time and weather-related data. It allows the team to swiftly respond in case of emergencies, embodying PGN's commitment to prioritizing safety.
PGN initiated planning for the monitoring room and customer management realization in June 2023. The construction took approximately five months, culminating in the first launch in November 2023.
"We hope that this Integrated Monitoring Center can be an integrated solution to enhance PGN's service to customers and potential customers more effectively and efficiently," concluded Ratih.
Vice President of Corporate Communication of PT Pertamina (Persero), Fadjar Djoko Santoso, expressed that Pertamina regards gas as a transitional energy. Thus, PGN, as the Gas Subholding, will continuously improve its service quality by leveraging integrated digital technology.
"With improved quality in service monitoring for gas customers, gas consumer reach will expand," emphasized Fadjar.
Pertamina, as a leading company in the energy transition, is committed to supporting the Net Zero Emission 2060 target by continuously promoting programs that directly impact the Sustainable Development Goals (SDGs) achievement. All these efforts align with Environmental, Social & Governance (ESG) implementation across all Pertamina's business lines and operations.**