Shenzhen Gas Corporation Ltd.: Ensuring safety with whole-hearted services

Company Profile
Shenzhen Gas Corporation Ltd. (Shenzhen Gas), established in 1982 and officially listed in Shanghai Stock Exchange on December 25, 2009, is a large gas enterprise that is mainly engaged in pipeline gas supply, LPG wholesale, bottle gas retail and gas investment. It has developed its pipeline gas business in Shenzhen, Jiangxi, Anhui, Guangxi and other provinces. From 2001 to 2007, Shenzhen Gas took the first place of LPG imports and sales in China and the first place of LPG imports in 2010. It annual LPG turnover capacity has exceeded 1 million tons. It has exclusive right for selling 12kg orange bottle gas and has achieved the largest market share in Shenzhen. By the end of 2012, Shenzhen gas possessed the total assets of 9.68 billion Yuan with net assets of 4.2 billion Yuan, achieved annual sales of about 9.0 billion Yuan and provided gas for more than 2.48 million customers, including 1.49 million pipeline gas customers and 0.99 million bottle gas customers.
Challenge
With the continuous expansion of the natural gas market, customers have increasingly placed higher demands on our service quality and showed greater demands and intentions on gas safety. While keeping stable gas supply for customers, we have to safeguard their safety interests. This has been a great challenge we must address.
However, our customer service has a great gap with customers’ demand, company requirements and model business “China Gas”. In particular, our sense and concept of service are relatively backward. On the one hand, there is increasing pressure from customers, who are mostly are well-educated and well-informed, have strong sense of right-protection and enjoy good services in a variety of industries. As a result, their request to our service quality improves increasingly. On the other hand, there is more and more pressure from our counterparts. In the face of such situation, we need to strengthen our business management, keep improving our service quality and avoid any possible mistakes in production safety to enhance customers’ satisfaction.
Solution
Gas safety checks
We have implemented responsibility system for safety assurance and provided customers with a regular professional gas safety check. We provided them with a free replacement of gas meter which was used for ten years, replacing 69,815 gas meters and investing more than 50 million Yuan. We also promoted the use of remote direct-reading gas meter and took the initiative to undertake its cost in the newly-built engineering for project contractor which renewed gas engineering contract. In 2012, we invested more than 4.60 million Yuan in the replacement of 12,444 new-type meters. The remote direct-reading gas meter can precisely send the discrete data units to data processing center, which enables the system to keep abreast with the regularity of gas use, find out the abnormal gas use and the faults of gas meter, and report the gas leaking, gas theft and other safety risks. In this way, the company can make prompt response and offer timely repair services.
Gas Safety Publicity
We carried out a variety of safety publicity activities through promotional materials, posters, websites and other media, and popularized gas safety knowledge on more than 500 LED screens covering nearly 300 residential areas in Shenzhen. When installing and reading gas meters for customer, we made active communications with them to help them understand their gas use and disseminate gas safety knowledge. Besides, we organized the activities like “100 Movies into Community”, “Publicizing Gas Safety on Campus”, “Public Open Day”, “Production Safety Consulting Day”, “315 International Consumer Rights Day” and “Production Safety Month” and provided trainings on gas safety for subway construction workers, housekeeping staff, property management and industrial and commercial customers.
Gas Safety Training
We provided gas safety training for babysitters, property management and others. Our mobile service advocacy group of customer service subsidiary gave the gas safety lectures to babysitters, who work in the front line and may affect their employers, explained how to use gas safely and practiced it, aiming to improve their sense and capability in this respect. Baoan Subsidiary organized 56 sessions of training for management of new gas supply area, bringing gas safety management to the stage of mass prevention with case teaching.
Higher customer satisfaction
We offered safety checks for 1.2 million pipeline gas customers and connected gas pipelines to nearly 0.9 million users. We provided 100%  door-to-door safety check for users to eliminate their potential safety risks and spread the knowledge on gas safety to enhance ,by which the sense and capability of our customer in gas safety has been enhanced, and the increased satisfaction year by year, has rised from 78.34 in 2008 to 83.44 in 2012. The customer satisfaction rate rose from 98.1% in 2008 to 98.57% in 2012.
Better gas safety management
In terms of gas safety management, we have entered the stage of mass prevention and treatment, improved the safety level of property management office and received highly praise from the managers in the residential areas.
 Prospect
Quality service is one of our core competitiveness and also the key to our survival and development. It is a significant social responsibility to safeguard the gas safety of users with whole-hearted services and improve safety management. In the future, we will uphold the concept of “bring safe and stable, high quality and efficient gas supply to all of users, and build a prestigious brand” to meet customers’ demand and enhance their satisfaction through wholehearted service, excellent quality, efficient work style and  continuous improvement.