Important processes in the marketing include Storage, Distribution & Sales of petroleum products by OMCs namely Indian Oil Corporation Limited, Hindustan Petroleum Corporation Limited and Bharat Petroleum Corporation Limited. The OMCs perform marketing activities through their vast network of Terminals/Depots, LPG Bottling Plants, Retail Outlets, LPG Distributorships and SKO/LDO Dealers across India.
Allocation of PDS Kerosene to States/UTs
Superior Kerosene Oil (SKO) is one of the sensitive petroleum products distributed through Public Distribution System (PDS). Allocation of PDS SKO is made by the Government of India to different States / Union Territories (UTs) on a quarterly basis for distribution under Public Distribution System (PDS) for cooking and lighting only. PDS Kerosene has been allocated to States / UTs based on historical allocations. Further distribution within the States / UTs through their PDS network is the responsibility of the concerned States /UTs.
Control Orders issued by the Government to prevent fuel adulteration, under the Essential Commodities Act 1955, empowers the State Governments to take action against those indulging in adulteration. Moreover, Marketing Discipline Guidelines (MDG) has also been formulated to take action against RO Dealers / LPG Distributors for established cases of irregularities / malpractices.
Automation of Retail Outlets
In order to monitor the activities at Retail Outlets by adapting the latest technological improvements, automation of Retail Outlets is being implemented. Retail Automation is the automation of all the operations and business processes of a Retail Outlet. This is achieved by capturing, collating and analyzing all the transactions electronically. The main objective of Retail Automation is Customer Relationship Management. Manual intervention is eliminated, and speed of transaction & operations is increased, resulting in Quick Fill Experience. The system provides transparency and control of all facets of Retail Outlet operations and the database generated reinforces control and analysis of the outlet performance. The Retail Outlets where automation system is implemented runs on concept of NANO i.e. ‘No Automation No Operation’
Tamper proof locking system & GPS tracking of Tank trucks
OMCs have introduced tamper proof tank truck locking systems to prevent enroute adulteration by transporters. In order to prevent adulteration during transportation, OMCs have been directed to install GPS for complete monitoring of the movement at all the company owned / dealer owned / contractor owned tank trucks.
In line with the Government’s Digital India campaign, the Ministry of Petroleum & Natural Gas has unveiled a 24x7 web based application mylpg.in to provide LPG consumers an integrated solution for carrying out all services related to supply of cooking gas from the comfort of their home. This portal offers several services to LPG consumers across the three Oil Marketing Companies – Indian Oil Corporation Limited, Bharat Petroleum Corporation Limited and Hindustan Petroleum Corporation Limited – and their distributors, such as register for new connections, Book refill, Track delivery status, Rate your distributor, Change your distributors, Surrender your connection and give up LPG subsidy etc. The portal empowers the consumer by bringing complete LPG related information in transparent manner.
Tamper Evident Seal
OMCs, in their continuous pursuit to improve customer satisfaction, has introduced new Tamper Evident Seal (TES), for use on LPG Cylinders. The seal has anti counterfeiting measure like Hologram hot stamped on the seal and it contains message “LERC GENUINE”. “LERC” is visible from one angle and “GENUINE” is visible from another angle. If attempts are made to tamper with the seal, it gets destroyed. OMCs have introduced tamper-proof seal on pan India basis.
Emergency Helpline No. `1906’
This multilingual LPG Emergency Helpline was dedicated to the nation on 1.1.2016 by the Hon’ble Minister of PNG. This facility is available 24*7 operations with 2 shifts 12 hours each for attending emergency LPG leakage complaints. The call center is having a web based application for logging, viewing, monitoring the call logs and updation of the contact details of the mechanic & field officers.
The MOPNG e-Seva is an integrated grievances redressal platform across social media for Oil & Gas related service issues. This portal will be a single point interface for all customers to reach out to the government for addressing their feedback or grievances related to Oil & Gas Sector on social media. MOPNG e-Seva will also deliver 24 x 7 support for consumers.
Oil Marketing Companies (OMCs) launched a facility by the name ‘e-SV’ on pilot basis in May 2015. ‘e-SV’ is the electronic subscription voucher emailed to the customer upon release of LPG connection online. Subscription Voucher indicates the number of cylinders and pressure regulators loaned to the customer against the security deposit. The facility enables the customers to register, make payment online for availing LPG connection at his/her doorstep without visiting the LPG distributorship. The SAHAJ initiative was formally launched in 12 cities on 30.08.15. Online new LPG connection is released after intercompany de-duplication in all districts where NIC has extended the facility. For the remaining districts, connections will be released as per the existing process of Intra Company de-duplication till NIC extends similar facility to the remaining districts.
Online Payment facility For Refills
As part of Digital India Initiatives, OMCs has already launched the facility of portability and online refill payment for LPG cylinders in which customer is also having an option for making the online payments through Net banking & credit/debit card.
‘Digital locker’ facility has been implemented with a view to move towards paperless office. Under this facility, Subscription Vouchers (SVs) and Transfer Vouchers (TVs) are made available to consumers from Digilocker. Ministry of Petroleum & Natural Gas is the largest issuer of e-SV document linked to Aadhaar in the country. This enables the consumers to get the connections without hassles and also ensures safety and security of the document without the fear of loss or the damage.