As a company dominating 92% of the domestic gas commerce market, PGN is committed to ensuring the safe distribution of natural gas to end-users, including maintaining the product’s composition, pressure, and temperature in accordance with international standards.
PGN serves a wide range of customers, segmented into various categories, including: [2-6]
• Household Customers (RT)
• Small Customers (PK)
• Transportation Sector Customers (SPBG)
• Commercial and Industrial Customers (KI)
To provide the best service to customers in each of these segments, PGN develops distinct products tailored to the needs of each customer segment.
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Selama periode pelaporan, jumlah pelanggan yang diberikan layanan oleh PGN mengalami peningkatan hingga mencapai total 830.935 pelanggan. Rincian dari jumlah pelanggan ini adalah 3.103 pelanggan dari segmen komersial dan industri, 1.976 pelanggan dari segmen usaha kecil, serta 825.856 pelanggan dari segmen rumah tangga.
Rincian Komposisi Pelanggan PGN 2023 Details of PGN’s Customer Composition 2023
Tahun
Year Rumah Tangga (%)
Household (%) Komersial Industri (%)
Industrial Commercial (%) Pelanggan Kecil (%) Small Customer (%)
2020 98.54% 0.83% 0.63%
2021 98.93% 0.60% 0.47%
2022 99.43% 0.34% 0.23%
2023 99.39% 0.24% 0.37%
Keterangan | Notes:
Data ini merupakan data konsolidasi Subholding Gas | This data is consolidated data of Gas Subholding.
PGN berkomitmen untuk memberikan layanan terbaik kepada para pelanggan dengan mengembangkan inovasi dan produk unggulan guna meningkatkan kepuasan pelanggan. PGN juga memberi prioritas pada kesehatan dan keselamatan pelanggan dengan mematuhi peraturan yang berlaku, menjalani pemeriksaan kualitas yang ketat, dan memastikan mutu sesuai dengan regulasi dan standar.
Untuk mencapai wilayah yang tidak memiliki jaringan gas pipa, PGN telah memperkenalkan Gaslink yang dikelola oleh anak perusahaan bernama PT Gagas Energi Indonesia (Gagas). Selama tahun 2023, Gagas berhasil melayani lebih dari 400 pelanggan menggunakan Gaslink.
Sebagai bagian dari upaya optimalisasi pemanfaatan gas bumi di Indonesia, PGN juga memiliki rencana untuk mendistribusikan gas di wilayah yang belum terjangkau oleh jaringan pipa melalui pembangunan fasilitas LNG Receiving Terminal dan Floating Storage Regasification Unit (FSRU) yang berlokasi dekat dengan pelanggan atau calon pelanggan.
Pada tahun 2023, PGN memperkenalkan berbagai pengembangan produk dan layanan kepada pelanggan, termasuk:
Sinergi Peralatan Gas Bumi
PGN bekerja sama dengan Modena untuk memperkenalkan peralatan Gas Bumi Rumah Tangga yang bertujuan untuk meningkatkan Pemakaian oleh Pelanggan Rumah Tangga selain untuk memasak Periode pelaksanaan berlangsung selama 2 tahun sejak penandatanganan HOA yang dimulai pada 10 Juli 2023
During the reporting period, the number of customers served by PGN increased, reaching a total of 830,935 customers. The breakdown of this customer base is as follows: 3,103 customers from the commercial and industrial segment, 1,976 customers from the small business segment, and 825,856 customers from the household segment.
PGN is committed to providing the best service to its customers by developing innovations and flagship products to enhance customer satisfaction. The company also prioritizes the health and safety of its customers by complying with applicable regulations, undergoing strict quality inspections, and ensuring quality in accordance with regulations and standards.
To reach areas without a pipeline network,
PGN introduced Gaslink, managed by its subsidiary PT Gagas Energi Indonesia (Gagas). Throughout 2023, Gagas successfully served over 400 customers using Gaslink. As part of efforts to optimize the utilization of natural gas in Indonesia, PGN also plans to distribute gas in areas not yet covered by the pipeline network through the construction of LNG Receiving Terminals and Floating Storage Regasification Units (FSRUs) located near customers or prospective customers.
In 2023, PGN introduced various product and service developments to customers, including:
Synergy of Natural Gas Equipment
PGN collaborated with Modena to introduce Household Natural Gas Equipment aimed at increasing usage by Household Customers beyond cooking. The implementation period lasts for 2 years starting from the signing of the HOA on July 10, 2023.
LAPORAN KEBERLANJUTAN 2023 PT PERUSAHAAN GAS NEGARA TBK
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Komitmen, Fokus & Strategi Keberlanjutan Laporan Manajemen Profil Perusahaan MENINGKATKAN KEBERLANJUTAN USAHA Meningkatkan Kinerja Lingkungan Meningkatkan Kinerja Sosial Tata Kelola Keberlanjutan Tentang Laporan
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Program City Gas Tour
PGN meluncurkan program City Gas Tour, yang melibatkan food truck berkeliling di Pulau Jawa dan Sumatera dengan titik singgah di kota-kota seperti Jakarta, Palembang, Lampung, Bogor, Tangerang, Semarang. Program City Gas Tour berlangsung pada periode 5-16 Mei 2023.
Pengembangan Fitur Whatsapp Chatbot
PGN melakukan pengembangan fitur chatbot pada saluran komunikasi Whatsapp Business PGN Contact Center dengan tampilan baru yang lebih memudahkan pelanggan dalam menggunakan layanan yang disediakan dan mempercepat respon atas permintaan- permintaan pelanggan yang umum. Chatbot dapat diakses melalui nomor Whatsapp Business PGN Contact Center 08151 1500 645.
Integrasi dengan Pertamina Call Center 135
PGN berintegrasi dengan Pertamina dalam pelayanan pelanggan, termasuk penggabungan contact center. Kini, informasi, pelaporan, penanganan keluhan, dan layanan darurat dapat diakses melalui Pertamina Call Center 135 ext.212, dengan menu Produk Gas Pipa di dalamnya.
Penyediaan Saluran Pembayaran
PGN terus berkolaborasi dengan lembaga keuangan dan penyedia jasa keuangan untuk memperluas saluran pembayaran, khususnya bagi pelanggan Rumah Tangga. Pada tahun 2023, PGN menyediakan saluran pembayaran diantaranya:
• Melalui Website: Tokopedia, Blibli.com. BSI Net
• Melalui Aplikasi: Tokopedia, Mitra Tokopedia, Shopee, Blibli.com, Gojek, LinkAja, DANA, BNI Mobile Banking, Livin Mandiri, Klik Indomaret, BSI Mobile
• Melalui ATM: Mandiri, Bank BTN, BCA, BNI, BSI, CIMB Niaga
• Pembayaran Offline: Indomaret, Alfamart, Dan+Dan, Alfamidi, Pegadaian, Pos Indonesia
PGN senantiasa berkomitmen memberikan Layanan terbaik kepada pelanggan, hal tersebut telah dibuktikan dengan diraihnya skor Customer Satisfaction Index (CSI) 4.58 dari skala 5.
City Gas Tour Program
PGN launched the City Gas Tour program, involving food trucks touring Java and Sumatera Island with stops in cities such as Jakarta, Palembang, Lampung, Bogor, Tangerang, Semarang. The City Gas Tour took place from May 5-16, 2023.
Development of Whatsapp Chatbot Feature
PGN developed a chatbot feature on the Whatsapp Business channel of PGN’s Contact Center with a new interface that makes it easier for customers to use the provided services and speeds up responses to common customer requests. The chatbot can be accessed through the Whatsapp Business number of PGN’s Contact Center 08151 1500 645.
Integration with Pertamina Call Center 135
PGN integrated customer service with Pertamina, including merging contact centers. Now, information, reporting, complaint handling, and emergency services can be accessed through Pertamina Call Center 135 ext.212, with a Pipeline Gas product menu included.
Provision of Payment Channels
PGN continues to collaborate with financial institutions and financial service providers to expand payment channels, especially for household customers. In 2023, PGN provided payment channels including:
• Through Website: Tokopedia, Blibli.com. BSI Net
• Through Applications: Tokopedia, Mitra Tokopedia, Shopee, Blibli.com, Gojek, LinkAja, DANA, BNI Mobile Banking, Livin Mandiri, Klik Indomaret, BSI Mobile
• Through ATM: Mandiri, Bank BTN, BCA, BNI, BSI, CIMB Niaga
• Offline Payment: Indomaret, Alfamart, Dan+Dan, Alfamidi, Pegadaian, Pos Indonesia
PGN remains committed to providing the best service to its customers, as evidenced by achieving a Customer Satisfaction Index (CSI) score of 4.58 out of 5.
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