Development of Operational Procedures for JSC SOCAR Georgia Gas Distribution

Customer: Socar
Industries: Energy
Countries: Georgia
Services:  Transformation, Performance Improvement/Restructuring, Management and KPI System Design & Implementation, Business Process and Operations Optimization

Objective of the Project: Enable the adoption of the new operational model through the development and deployment of operational policies and procedures. The assignment focused on developing and implementing Customer Service Management, Customer Lifecycle Management, Customer Invoicing and Billing Management, Service Delivery, and Master Information Maintenance. As a result, operational procedures were developed to support the new billing management information system.

Through the consultancy we:

• Developed operational procedures for customer service management, lifecycle management, invoicing, billing, and service delivery
• Designed processes to support the adoption of the new billing management information system
• Streamlined operational workflows to improve efficiency and reduce errors
• Established clear guidelines and procedures to ensure consistent execution of operations

Solution: The project focused on operationalizing a new business model for Socar Georgia Gas Distribution, ensuring that all customer-related processes were standardized and aligned with best practices. The consultancy provided practical procedures to enable seamless implementation of the billing management system and improve overall operational efficiency.

Result: Socar Georgia Gas Distribution gained fully documented operational procedures, enabling smoother adoption of the new billing system, enhanced process transparency, improved customer experience, and strengthened management capabilities.

Project Timeline: May 2014 – March 2015