In 2007, following the liberalization of the country’s energy market, PGNiG (Polskie Gornictwo Naftowe i Gazownictwo), the largest Polish oil and gas company, was looking for a partner whose know-how and technology would enable it to implement a new communications strategy and Internet-based customer service mechanisms, in very short timescales. AMG.net (Bull subsidiary) was chosen to be that partner. AMG.net provided both its portal technology and many years of experience and expertise, based on designing mass-market customer services systems for large companies, including TPSA, the country’s biggest operator).
A first-rate IT project meeting PGNiG’s high standards for data security and systems integration.
Within a short period of time, the team from AMG.net had delivered an exceptional IT project, which extended to cover three central portals, 14 Internet portals for companies and divisions within the PGNiG Capital Group and six portals for gas distribution companies. The project implemented by AMG.net included designing the Web presence concept for the entire PGNiG Capital Group, as well as developing and implementing the appropriate technology to support it. The new design takes into account the wide geographical dispersion of the business units, their position within the Group and the diversity of their activities. The new solution also meets PGNiG’s high standards when it comes to data security and systems integration.
Since the PGNiG Portal Platform was launched, a team of AMG.net consultants, programmers and designers have been providing year-round 24×7 support and effective on-going development work. The results of these activities range from further development of the user interface, adapting it to support to the needs of disabled users in line with Web Content Accessibility Guidelines (WCAG) (including implementing a multi-language ‘text to speech’ synthesizer).
Setting new standards for modern, Internet-based customer service and support
The cooperation between AMG.net and PGNiG has focused particularly on customer service and self-care. Apart from cost optimization benefits, as the biggest gas supplier in Poland PGNiG is determined to set new standards for modern, Internet-based customer service and support. The collaboration has delivered user-friendly ‘customer self-care’ applications: from an Internet-based system that enables residential customers across the country to renew their gas supply contracts on line, through an interactive cost-calculation service for gas storage (a B2B solution), to new e-commerce initiatives which promote natural gas as a safe and clean energy source.
Apart from building and designing customer service, investors and media-oriented systems (to support external communications), AMG.net is also cooperating with PGNiG in the vital area of employee support systems. Currently, AMG.net is in the process of implementing an intranet portal, which is probably the largest ever implementation of the SharePoint Server 2010 technology in Poland.
Meeting the needs of the PGNiG specialists, AMG.net has also implemented a PGNiG visual identification portal, which is also the largest Polish ‘CI & Corporate Design Portal’ implementation in the utilities industry. Not only PGNiG employees, but also staff from external organizations such as advertising agencies and journalists, use this solution.
So how does PGNiG see this comprehensive, four-year long collaboration?
“AMG.net is an important technological partner that provides added value at every stage of IT system development, starting from the design, through system launch, to long-term maintenance and development. AMG.net’s experience and solutions deliver effective support to our business activities, to help us realize the vision of PGNiG’s strategic development initiatives,” says Robert Łabędź, PMO Manager in the IT Department at PGNiG SA.
Polskie Gornictwo Naftowe i Gazownictwo (PGNiG) is the largest Polish oil and gas exploration and production company. PGNiG and companies within the PGNiG Capital Group are responsible for gas and crude oil production, gas and oil field development in Poland and abroad, geological, geophysical and exploration services in Poland and abroad, gas import and storage in underground storage facilities, and distributing gas fuel to commercial and residential customers. PGNiG is also one of the largest employers in the country.
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