Re-Engineering Service Delivery Process: Case Of A Natural Gas Utility | Sudhir Yadav & Pramod Paliwal

The paper discusses how a firm can re-engineer service delivery process for a billing service to customers. Customer billing process of PNG service utility firm has been mapped. The process analysis helped the firm to identify problems in the customer billing service delivery process. We have further looked at how firm identified and evaluated various other options of billing service processes and ultimately found the best possible solution. The solution identified by the firm involves use of Information Technology (IT), which made the billing process efficient for the firm and its customers.