Quality service

The customer first

The permanent synergy of the teams in the Commercial and Customer Service areas has been key to fulfilling the purpose of growth in the gas transportation service that TGI develops in Colombia.

Why is this important?

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At TGI, we are committed to providing quality services through the development of best practices, which motivates us to manage new and better information and communication channels with our stakeholders. Therefore, within our strategic dimension, we recognize ourselves as a customer-oriented organization.

Likewise, in the TGI team we have the talent, motivation, and orientation towards obtaining results. For this reason, based on the findings of the Customer relationship evaluation report delivered by the consultancy that performs each year the quality measurement process service, we implemented activities aimed at improving the level of satisfaction with the service provided, closing gaps, and guaranteeing a high quality of service and adequate risk management.

In recent years we have developed a process to strengthen our Commercial and Customer Service teams in order to strategically improve the quality of care and service.

Similarly, the company included in its commercial strategy three business units focused on industry, thermal plants, cities and midstream, which tend to implement actions seeking for increased demand, in most cases, through the articulation of efforts and actions with other agents in the natural gas chain, facilitating the use of energy in segments such as mobility, homes and businesses, and production processes in industry or power generation, among other fields.

8.1 was TGI's service quality rating, which keeps us at levels of excellence.
8.1 was TGI's service quality rating, which keeps us at levels of excellence.
8.1 was TGI's service quality rating, which keeps us at levels of excellence.

How do we manage it?

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At TGI, we execute and monitor the improvement plans to close the gaps identified from the Customer relationship evaluation. Our 2019 Results Improvement Plan focused on a relationship with clients and activities aimed at strengthening the culture of service.

8.1 was TGI's service quality rating, which keeps us at the levels of excellence, according to the Customer relationship evaluation report, carried out by the National Consulting Center (CNC).

The execution of that plan was suspended in 2020 due to the pandemic. Hence, in 2021 we will continue its implementation and include other activities aimed at improving the perception of the service by customers.

Each year, at TGI, we measure the quality of the service provided in three areas: quality of people, handling of requests and commitments, and the day-to-day service. Based on the results achieved, we establish action plans to improve relations with our stakeholders.

Regarding the level of customer satisfaction, focused on meeting expectations, we have an indicator of 73%, which presented a drop compared to the previous year (2019). Such decline occurred, mainly, because of Covid, even though we accepted the call of the regulator with respect to the temporary relaxation of transport contracts through a transitory commercial policy, which sought to offer a negotiation framework to customers through some guidelines that would allow compliance with the purpose of commercial contracts, safeguarding the interests of the sector, customers and the transporter.

(418-1) On the other hand, in 2020 we had no substantiated claims regarding violations of customer privacy.

(Own) Level of customer satisfaction between 2017 and 2020

Customer satisfaction (%)	2017	2018	2019	2020	2020 Meta
Customer satisfaction level	91%	86%	85%	73%	85%
Percentage of users evaluated	52,38%	41,25%	81,48%	86,67%
Perception of service quality	8,4	8,1	8,2	8,1

What we achieved in 2020

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At TGI, we are able to support the efficient provision of public service, the protection of the natural gas market in Colombia and the compliance of the regulatory and contractual provisions in force with the application of the PCT.

We apply the Temporary Commercial Policy (PCT) as our company's response to CREG Resolution 042, in order to seek flexibility in contracts as a result of the reduction in demand for natural gas in the country due to Covid-19.

We applied this policy by controlling the quantities of transport affected, which allowed us to reduce the impact on income at the beginning of the pandemic by 60% less than estimated. At the same time, we leveraged on the effects of the economic and social crisis generated by the pandemic and we were able to support the efficient provision of public service, the protection of the natural gas market in Colombia and the compliance of the current regulatory and contractual provisions.
We developed the Contract Management project to implement the transport capacity contracting process in a systematic way, seeking to facilitate the process for clients from the transparency of the handling that we give to their requests and the times that this takes, as well as the opportunity in the control points in every step of the process.
We implemented the Guarantee Administration project to manage the guarantee process that covers the fulfillment of the payment obligations derived from the transport service contracts in a systematic and agile way. This allowed improving the response times vis-à-vis the requirements made by the clients.

Challenges for 2021

We have the challenge to continue strengthening the quality in the provision of the service as part of tgi's growth purpose in the colombian territory.

Define the goal of Digital Transformation of the Business Development Management and a roadmap for its implementation.
Maintain the measurement of the quality of the service provided to our clients in the ranges of excellence, between 8 and 10.
Develop a customer relationship program that allows for the strengthening of the commercial relationship and the identification of new business opportunities.
In the medium term, promote the company's transformation process to consolidate a culture of customer service.