Contents

Foreword by Chairman 03

Mahanagar Gas Limited - An Overview 06

Chapter 1 - The Story of 08

Chapter 2 – The Birth of Mahanagar Gas Limited 11

Chapter 3 – The Early Days 13

Chapter 4 – City Gate and MGL House 16

Chapter 5 - Fuelling Homes 21

Chapter 6 - Fuelling The Road 25

Chapter 7 - 25 Years of Milestones – A Timeline 33

Chapter 8 – Fuelling Businesses 35

Chapter 9 - The Challenges and Rise of MGL 39

Chapter 10 - Mahanagar Gas Distribution Network 45

Chapter 11 - Our Lifeline – Our Employees 48

Chapter 12 - Pioneering Technological Developments & High Safety Standards 51

Chapter 13 - MGL Listens - Customer Centric Initiatives 55

Chapter 14 - MGL for Good – Corporate Social Responsibility 59

Bridging The Past With The Future 63

The MGL Managing Directors 65 Foreword by Chairman

home to the road, and from fleet services and public transport to restaurants, hotels With a focused vision, empowered I thank our valued customers, business and industries, MGL has been touching workforce, State of the Art technology and partners, investors and all the stakeholders, lives across Mumbai and its adjoining areas strong promoter support, MGL has been who have shared a relationship with MGL, by fuelling the dreams for a better quality delivering its vision of being a consumer for placing their invaluable trust in our of life over the last quarter of a century. and environment friendly Gas company as business and growth story. Your well as, an employer of choice; committed unwavering support has been instrumental MGL has been nurturing the city by to providing safe, efficient and reliable in our success. providing the megapolis and its energy, while creating value for all its surrounding areas with an uninterrupted stakeholders. I would also like to convey my deepest and safe supply of Natural Gas. MGL has appreciation and gratitude to the current been instrumental in laying infrastructure, As MGL looks forward, its vision is to and ex-employees of MGL, whose educating consumers and striving towards expand its operations, with strategic dedicated efforts have helped shaping its a pollution free future for the populace at priorities of increasing penetration in the 25 year history thus bringing MGL to these large. It’s pioneering work and already gasified areas in and around heights. This incredible journey of MGL unprecedented success in the City Gas Mumbai, while undertaking expeditious roll would not have been possible without the Mr. Manoj Jain Distribution (CGD) sphere has out of CGD infrastructure in new areas, all sustained support of the members of the Chairman revolutionised urban living – through usage the while, being at the heart of every extended MGL Parivaar, and I thank each of eco-friendly fuel. Mumbaikar’s life, providing fuel to their one of them from the bottom of my heart. dreams. Dear Reader, MGL has stood by Mumbai through its As we celebrate this momentous occasion toughest times. During the 2005 Mumbai I would like to take this opportunity to of MGL completing 25 glorious years of Mumbai is the City of Dreams. Every day, floods, MGL was the only utility which could thank all those who have been integral to service to the City of Dreams, and it’s countless people come to this megapolis maintain uninterrupted gas supply in MGL’s success. I wish to express my neighbouring areas – I am filled with with hopes and dreams for a better Mumbai. During the horrendous 26/11 gratitude to the Ministry of Petroleum and immense pride to present to you this tomorrow. The city itself, has risen terror attacks, the MGL emergency team Natural Gas, Government of , Coffee Table Book. The book is a small mythically from 7 separate islands to form averted a major disaster by switching off GAIL (India) Limited and the Petroleum and window into many lives and stories that Mumbai as we know it today. The story of the Gas supply, which could have proven Natural Gas Regulatory Board. I also thank have shaped MGL, captured in words and Mumbai’s growth and its rise to become the deadly if not isolated. our founder co-promoter BG Asia Pacific pictures. I hope you enjoy this journey into financial, art and entertainment capital of Holdings Pte. Limited, who till their exit our two and half decade history. India is nothing short of exemplary, and this As a socially responsible corporate, MGL from MGL in August 2019, contributed in story of Mumbai would be incomplete believes in giving back to the community large measure, in putting MGL, on a very As we continue on our exciting journey into without a mention of the story of by providing healthcare to taxi & sound footing, as far as best in class, the future to positively impact the society Mahanagar Gas Limited (MGL). autorickshaw drivers, educational operating and safety practices are through all our touch points, I count on the assistance to children of the poor, skill concerned. continued support of all stakeholders. As one of India's leading Natural Gas development for the youth, championing Distribution Companies, MGL plays a vital women empowerment as well as through role in every Mumbaikar’s life. From the various environment protection initiatives. Mahanagar Gas Limited : An Overview

Mahanagar Gas Limited (MGL) is one of MGL has laid down a network of over 5,640 India's leading Natural Gas Distribution kms of steel and MDPE gas pipeline Companies, with an extensive City Gas network connected across four strategically Distribution (CGD) network of pipelines. located City Gate Stations to cater to the Incorporated on 8th May 1995, MGL was ever-increasing consumer base. PNG promoted by GAIL (India) Limited and BG is currently being provided to over Asia Pacific Holdings Pte. Limited. However, 1.27 million households and more than with the exit of BG Asia Pacific Holdings Pte. 4000 commercial and industrial Limited in August 2019, GAIL with 32.5% establishments. MGL also supplies CNG shareholding is currently the sole promoter to more than 0.75 million automotive of MGL. Government of Maharashtra has vehicles through its network of 257 remained associated with MGL since CNG stations in its present areas of inception and currently holds 10% equity in operations. MGL. MGL is strategically poised to leverage new opportunities in the CGD sector, as it MGL has an experience of over 25 years in continues to expand its areas of operations supplying Natural Gas by way of while providing high quality services to its Compressed Natural Gas (CNG) to vehicles customer base and contribute towards the and Piped Natural Gas (PNG) to domestic, reduction of pollution in Mumbai and commercial and industrial consumers in beyond. Mumbai, its adjoining areas and Raigad district in Maharashtra. Chapter 1

The Story of Mumbai

The story of the Mahanagar is closely linked neighbouring villages on Salsette were to its surrounding seas. The earliest known incorporated into “Greater Mumbai” or inhabitants of present-day Mumbai were “Mahanagar”- the metropolitan region the Koli - a tribe of fishermen who sustained surrounding Bombay island and the city on the Arabian Sea. The name Mumbai, itself. restored officially in 1995, comes from the Koli goddess “Mumba”, whose temple once The burgeoning financial and commercial stood in what is now the south-eastern capital of India attracted people from section of the city. across the country, who came to the “City of Dreams” in the hopes of fulfilling their own. Over the course of history, the city became India’s most-populous city, and one of the a center of maritime trade due to its world’s largest and most densely location, even earning the name of “Bom populated urban areas needed fuel to Baim” or “Good Harbour” by the power this relentless growth. Portuguese, which was the origin of the British-era name of Bombay. The British had set up the Bombay Gas Company Limited in 1862 to provide street Bombay was originally composed of seven lighting and supply gas to the households islets off the Konkan coast of Western India. of Bombay. Bombay Gas set up a unit at From the 17th century till the 1950s, various Parel where coal was processed, and laid a reclamation projects joined these seven to 400 km pipeline network for the city of form the island city. By 1957, a number of Bombay (from South Bombay up to Mahim suburban municipal areas and some at that time) to distribute coal-based gas through it. Post India’s independence in 1947, the ownership of Bombay Gas changed hands to industrialist Mr. K. D. Jalan, who bought out Bombay Gas. The Jalan family continued active operations of Bombay Gas till 1981, when, after 120 years of active operations, the company faded into oblivion. In 1981, Bombay Gas’ license was cancelled by the Brihanmumbai Municipal Corporation (BMC). The business was suspended, and the company delisted from the (BSE).

Around this time, the Oil and Natural Gas Corporation Ltd (ONGC) launched its ambitious exploration effort in the high seas, 160 km off the coast of Bombay. On 19th February 1974, the aptly named drill ship ‘Sagar Samrat’ or ‘The Emperor of Seas’, struck liquid gold with a discovery, that changed the energy landscape of the city forever. The Bombay High (now Mumbai High) offshore Oil field commenced production in 1976 providing oil, which was mixed with Natural Gas. This Natural Gas was considered a waste by-product and was “flared" or burnt off at Bombay High.

As the city grew, so did its demand for energy, and it was only a matter of time, before the stage was set, for a new energy company to serve Mumbai. Chapter 2

The Birth of Mahanagar Gas Limited (MGL)

The Government of India wanted to utilize Towards the late 1980s and early 1990s, the the Natural Gas produced at Bombay High, Government of Maharashtra decided to and for this purpose, allocated a certain appoint GAIL for implementation of this quantity to the Government of Maharashtra project. GAIL was mainly involved in laying for supply to Mumbai and the hinterland. Gas pipeline networks throughout the country and was supplying Gas to bulk Initially, the Government of Maharashtra consumers and industries. However, tried to see if the old Bombay Gas retailing of Gas to households in congested Company infrastructure could be used for urban areas required a different approach this purpose. However, a century old and expertise. infrastructure and technical hinderances led to abandoning of this plan. First Board of Directors Meeting

“GAIL, under leadership of Mr. Vineet Nayar brought in the technical knowledge, safety, was looking for extending its portfolio and other systems and processes, integral beyond transmission of pipelines and to the retail supply of Natural Gas. identified city gas distribution project, as one of the thrust areas having great On 8th May 1995, Mahanagar Gas Limited potential“, said Mr. R. P. Sharma, Ex- (MGL) was constituted as a Joint Venture Managing Director, MGL. between GAIL (India) Limited and BG Asia Pacific Holdings Pte. Limited. After MGL Further, he added “I was assigned the task was constituted, the Ministry of Petroleum of implementing the project. I had the & Natural Gas and GAIL set about building privilege to lead the process from the founding team. They appointed Mr. P. S. conceptualization to formation of JV from Deodhar as the Chairman of MGL, GAIL GAIL.” appointed Mr. B. S. Negi as Chief of Projects Co-ordinator, while British Gas Accordingly, the Government of India appointed Mr. Colin N. H. Barker as the facilitated GAIL to partner with British Gas, Technical Director of MGL. Mr. Ajit M. in order to benefit from their experience of Nimbalkar was appointed as the first supplying Gas to households. British Gas Managing Director for MGL. Chapter 3

The Early Days

MGL commenced its operations from a feet and I found nothing around and all of small office space at Centaur Hotel near the us set out to build everything from scratch. Mumbai Domestic Airport. The company From the most technical of elements, to was starting from scratch, and there were a uniforms and televisions, we purchased it lot of tasks at hand for the early founders. all to start building MGL.”

Mr. R. P. Sharma, ex-Managing Director Apart from obtaining the necessary mentioned “We had excellent support from clearances from various authorities to lay Government of Maharashtra, who were very the pipelines in the city, a full office also considerate and extended full support required to be setup, along with including allocating office space at BMRDA, recruitment of technical and administrative land for City Gate station and CNG staff. dispensing stations at prime locations as MGL Fifth Foundation Day Cake cutting celebrations by then well as residential plots. BMC and Police MGL advertised its job openings in Managing Director and Technical Director too extended whole hearted support in newspapers and received an overwhelming laying the networks.” response. People were attracted to working with a young Natural Gas company backed “During the period need for developing by giants like GAIL and British Gas. more vendors to ensure uninterrupted supply of material and services was “I had seen the advertisement for the job emphasized. The feedback received opening in the newspaper, and thanks to especially during interactive sessions with MGL, I stepped into a five-star hotel for the young employees at City Gate Station gave first time in my life,” recalls Mr. Pratap Parab me real inputs and sense that we need to from Operations & Maintenance rationalize teams to create a feeling of Department. He adds, “I went to the security, royalty and commitment” added Centaur Hotel for the interview, and after Mr. Sharma. joining MGL apart from having a satisfying career, I could savour good life as well.” MGL employee Mr. Sunil Rankhambe recounts his early days, “I had joined MGL While Centaur Hotel served as the initial in January 1997 at the Centaur Hotel. When office space, MGL opened other I joined, the Company was trying to find its operational centers.

Inauguration of Laying of Steel Pipeline by MGL team Chapter 4

City Gate Station & MGL House

The Gas from Bombay High was centered around the CGS, it was necessary transported by ONGC through GAIL to locate the MGL office nearby. The pipelines to Wadala. This site - the City management team considered Gate Station (CGS), was the first receiving Bandra-Kurla Complex (BKC), which was terminal, where the high pressure of the rapidly developing as a major hub for Natural Gas was reduced and then corporates at that time, as a suitable site. supplied across the city. While MGL enlisted the help of real estate Initially, MGL faced difficulties at the CGS. agents and Government officials, the real The station was difficult to access, breakthrough for an office space came from surrounded by tall grasslands, and a walk the MGL Managing Director Mr. Ajit M. away from even the closest bus stop. There Nimbalkar’s visit to Mantralaya. During his was little infrastructure, and during the discussions with officials, Mr. Nimbalkar rains, the station would be prone to learnt that the Public Works Department flooding. Despite these challenges, the (PWD) had some warehouses in BKC, which employees upgraded the station to lay unutilized for several years, and were industry standards. being considered for auction. Mr. Nimbalkar, with the help of then Chief The CGS served as a setting for many Secretary of Government of Maharashtra, unforgettable memories at MGL. From could get the premises of our present day being the first reporting venue for many Pay & Accounts Office leased out in favour employees, to the first MGL Annual get of MGL in 1999. Subsequently, the Mumbai together, the site was, and still holds great Metropolitan Region Development Construction of City Gate Station at Wadala importance for MGL. Authority (MMRDA) leased a space in BKC to MGL on which we have built our As the activities of MGL needed to be Corporate Office. Recalling the cash flow issue at that time, Venture overseas and MGL was awarded a Ms. Pratibha Bijay from the CNG Projects citation by BG Chairman, Mr. Richard V. Department stated that “We did not have Giordano at London. Also Deputy Prime the total amount to be paid for the office Minister, Mr. Prescott, was invited to review space. So we requested MMRDA to allow us MGL’s CNG operations.” to establish an office for MGL and commence operations from this plot. “MGL In October, 1999 MGL’s baton passed from received the permission and paid MMRDA Mr. R. S. Riat to Mr. G V S Sai Prasad. It was in instalments.” during his tenure that the Company had turned around financially and declared With the possession of the office site, and dividend for the very first time to the after putting all necessary permissions in promoters. “The Company made The foundation stone for MGL House was laid on 2nd January, 2000 by place, construction of the Corporate Office phenomenal growth in consumer base, gas Shri Ram Naik, then Hon’ble Union MoPNG in presence of other dignitaries of MGL could finally commence. The sales and revenue during my tenure” foundation stone for MGL House was added Mr. Sai Prasad, ex-Managing placed on 2nd January, 2000 by Shri Ram Director. Naik, Hon’ble Union Minister of Petroleum and Natural Gas, after which the In December 2002, Mr. Ajit Nimbalkar, who construction work began recalls Mr. R. S. was then the Chief Secretary of Riat, ex-Managing Director of MGL. A CNG Maharashtra inaugurated the Corporate station was built in front of the proposed Office at MGL House in BKC. In an effort to MGL Corporate Office. The CNG station prove the power and efficacy of Natural Gas became operational before the building through a live demonstration, MGL came up. Adding further, Mr. Riat imported an Air Conditioning (AC) unit reminisced that during his tenure “MGL was from Japan which ran on Natural Gas and adjudged the Most Commended BG Joint was operated at MGL House on the same.

Mr. John Presscott, then Deputy Prime Minister & Minister for Transport - UK, in presence of other dignitaries during his familiarization visit to MGL

Chapter 5

Fuelling Homes

At inception, one of the central focus of Mr. Santosh Samant, from Projects at MGL, MGL was to provide Piped Natural Gas recounts the difficult sales pitch, “In 1997, (PNG) to households. PNG is a convenient, the one-time non-refundable registration economical and eco-friendly alternative to charges were ₹8,500/- for a new MGL LPG cylinders. When the project was connection, whereas Gas cylinders used to conceived, the emphasis was on the supply cost ₹120/-. It was a huge challenge to of Gas to households. MGL had an initial convince the customers on the payback for target of 3,000 household consumer this investment.” connections. MGL needed a live demonstration. It Commencement of CNG supply in in the presence of then Managing Director & Technical Director - MGL However, the household supply of Gas to needed an area, where the whole housing Mumbai was fraught with challenges. The society would agree to switch to PNG. The cost of laying pipelines to households was breakthrough came with the Reserve Bank expensive, with the requirements of Gas of India (RBI) Colony at Chembur, which per household being comparatively small. housed the middle and lower-level The economics of supply of Gas to employees of RBI. households was less favorable for MGL than supply of Gas to industries, The RBI would provide their employees commercial consumers and taxis. with water and electricity, and recovered only recurring costs for these utilities. The Moreover, many consumers in parts of Deputy Governor of the RBI, who was Mumbai had no experience of Piped Gas, responsible for RBI’s administrative affairs, and were hesitant to accept PNG, with graciously agreed to supply Piped Gas to apprehensions of safety and continuous the entire RBI colony without charging the supply. There was also hesitancy to pay the capital cost to the employees. initial deposit.

Inauguration of Domestic PNG supply in by then Commissioner Navi Mumbai in presence of then Managing Director, MGL This early win of 430 connections in the RBI In 2009, the Petroleum and Natural Gas colony served as a technical, financial and Regulatory Board (PNGRB) accorded marketing break through for other areas formal authorisation to MGL for retailing and consumers. The cost effectiveness and gas in Mumbai, and areas of Thane city, safety of the RBI site led other households Kalyan, Dombivili, Ambernath, Badlapur, to follow suit, as the MGL teams visited Ulhasnagar, Bhiwandi, Mira-Bhayander and various sites and engaged with individual Navi Mumbai, besides adjoining customers, in order to convince them to contiguous areas for Kharghar, Panvel and take on the registrations. Taloja falling under Raigad District.

The demonstration of continuous, safe and Subsequently in 2015, MGL won the economical supply of Piped Gas was so authorisation to supply gas in the Raigad successful, that after the initial few years, district under the bidding process Inauguration of Domestic PNG supply in Uran – Raigad by Shri Dharmendra Pradhan, Honourable customers across the city started conducted by PNGRB. Union Minister of Petroleum & Natural Gas in the presence of other senior dignitaries demanding PNG connectivity. This organic demand for Piped Gas connections from MGL currently fuels over 1.26 million the customers served as a key growth domestic households with piped gas driver for MGL. connections.

By 1998, MGL had reached 2,000 domestic As MGL gears towards the next phase of consumers. Further marketing efforts to growth, it is strategically positioned to educate the consumers through mobile capture the thriving demand arising from publicity vans for enrolling potential PNG India’s one of the most lucrative licenced consumers, added to the impetus. Over the areas. The ever-expanding customer base course of the next decade, MGL in its current authorized geographical commenced supply of PNG to South areas, and the rising demand for the Mumbai, Navi Mumbai, Thane and convenience of PNG will help MGL in Mira-Bhayander. maintaining its successful run.

Commencement of PNG supply in South Mumbai by Shri Murli Deora, then Union Minister of Petroleum & Natural Gas in the presence of other senior dignitaries Chapter 6

Fuelling The Road

Compressed Natural Gas (CNG) is an savings. CNG was much cheaper than eco-friendly and substantially economical Petrol or Diesel, and the investment could fuel as compared to other auto fuels such, be quickly recovered in a short period of as, Petrol, Diesel, Auto LPG etc. CNG time. The economics and efficiencies of delivers high performance at relatively CNG, coupled with its positive lower costs with better mileage. environmental impact, led to a strong demand for CNG. The higher ignition temperature of CNG, compared to other fuels, makes it a safe “Oil Marketing Companies were not and reliable fuel, which is also a better forthcoming to partner with us, as they alternative for the environment. As an thought that CNG was a threat to their eco-friendly fuel, CNG leads to reduction in business,” recalls Mr. A. K. Purwaha, harmful vehicular exhaust gas emissions, ex-Managing Director of MGL. “By the end such as carbon dioxide and carbon of a year of our efforts with them, they were monoxide, thereby helping curb pollution competing with each other for partnering in Mumbai and its adjoining areas. with us for CNG.”

MGL commenced its CNG operations with With a two-pronged approach, MGL the first CNG station set up at the CGS in created an environment of partnerships Wadala. The initial CNG customers were with the Oil Marketing Companies at the taxis and public transport vehicles. For the project and management level, while vehicles to ply on CNG, they require simultaneously building its relations with ‘retro-fitting’ of CNG kits. the MCGM. This was undertaken ward-wise, with minimum inconvenience to BMC by While the initial investment for CNG working with sufficient lead times, conversion was high, running costs were maintaining safety and perception lower thereby resulting in substantial management. Then Daughter Booster Stations (DBS) were MGL partnered with public services, such setup at certain Oil Marketing Company as, Brihanmumbai Electric Supply and petrol pumps. MGL approached the Transport (BEST) and India Post to help Government of Maharashtra to identify transition their vehicles to CNG. Mr. Madan plots for setting up CNG stations. This was Dapse, Transport Manager at India Post, particularly important for extending the remembers, MGL’s invaluable assistance in services in new areas, with the support and this regard, “MGL developed all the coordination of the State Government.” systems and infrastructure to help support our vehicles. By developing pipeline and In order to increase CNG adoption, MGL booster systems, transport agencies like took up several initiatives with various ours could get our vehicles filled at any partners. MGL associated with the nearby CNG filling stations in Mumbai. Automotive Research Association of India Whenever an MGL representative met me, (ARAI) in Pune for a trial of 2 rear engine they would explain the concepts, the autorickshaws converted to CNG. The trial technology being introduced, and were lay the path for the successful conversion of always helpful in tailoring their solutions most of the autorickshaws in Mumbai to according to our requirements.” CNG. Such partnerships helped quicken the pace Several old taxis were given a new lease of of adoption of CNG. Of the 300 odd life with conversion of the vehicles to CNG. vehicles plying in Mumbai for India Post, The Director of Transport and the Regional more than 70% of these vehicles were Transport Office (RTO) were instrumental in retro-fitted with CNG, while 40-50% of the this regard. new vehicles procured came with factory fitted CNG kits. “For increasing CNG sales volume, in 2008, MGL undertook initiatives for roping in “MGL went one step further to transform public transport buses of BEST & MSRTC Mumbai into a greener city by partnering and were successful in obtaining BEST with one of India’s leading auto depots in most strategic locations of conglomerates - Ltd., and Mumbai for setting up our CNG facilities, replacing its entire fleet of staff vehicles MGL partnered with BEST to help transition their vehicles to CNG giving a tremendous impetus to our CNG with CNG version of SX4 & Wagon R. This growth”, said Mr. P. K. Gupta ex- Managing paved the way for more factory fitted CNG Director. variant vehicles coming into the market”, changes – bringing car manufacturers, said Mr. V. C. Chittoda, ex-Managing retrofitters and financiers for every model Director. of cars together. A concerted communication effort was undertaken, People started realizing that CNG meant involving SMS campaigns and on-ground running efficiently and more economically activities at the MGL pumps and Ola offices. because of the cleaner fuel thus improved The pumps were perfectly suited for earnings. This was a pivotal point when one-on-one interaction with drivers, to people seriously started contemplating communicate the schemes in the downtime buying CNG cars. when they were getting their cars refuelled.

In more recent times, with the rise of fleet In a period of just 6 months, 4,000 cars taxis, such as, Ola, Uber and Meru in were brought onboard. Before this Mumbai, MGL saw an opportunity to campaign, the CNG penetration was in partner with such services to promote the single digits in Ola’s fleet, and only limited usage of CNG. A lot of education initiatives to a certain model of cars. This campaign and campaigns led to a perception change not only helped add to Ola’s fleet, but also in usage of CNG, due to the concerted had a lasting impact. efforts of MGL with these fleet taxi operators. “We have a lot of large operators now, who swear by CNG. Typically, a few years back, From late 2017 to early 2018, MGL large operators would only have Diesel partnered with Ola (ANI Technologies Pvt. cars, but this is changing - which is good for Ltd.) for a highly successful campaign to us and the environment,” says Mr. Sumit pay EMIs for CNG cars that prospective Ola Anand, Director - Regional Head (West) at operators would buy. MGL contributed Ola. “In the last few years, CNG has picked ₹4,000/- worth of cash reward for every up really well, with a majority of the cars CNG car that came on board. now on CNG. Our overall CNG penetration is around 50-55%, but in terms of the newer This exercise required creating eco-system cars, the penetration is much higher.” Today, MGL has a well-established Thane Municipal Transport (TMT), network of 257 CNG stations with 1,518 Maharashtra State Road Transport dispensing points spread across Corporation (MSRTC) and Navi Mumbai Mumbai and its adjoining areas Municipal Transport (NMMT). Besides serving about 0.75 million vehicles. these, passenger cars, postal vans, school Almost all the auto-rickshaws and taxies buses, courier vans, light and heavy plying in Mumbai and it’s commercial vehicles also enjoy the surrounding areas run on CNG. benefits of CNG, making it the preferred MGL supplies CNG to transport auto fuel of Mumbai and its adjoining undertakings such as Brihanmumbai areas. Electricity Supply and Transport (BEST),

Inauguration of Owala CNG station at the hands of then Managing Director and Technical Director

Inauguration of first CNG station in Uran by Shri Ravindra Chavan then Guardian Minister of Raigad, in presence of Managing Director - MGL and other senior dignitaries

Chapter 8

Fuelling Businesses

As a major growing economy, India’s success hinges on the success of its businesses and industries. In this regard, an economical, sustainable and dependable supply of energy is a critical requirement for the smooth functioning of any business.

Following the supply of Natural Gas to domestic customers, MGL commenced supply of Natural Gas to the industrial segment in 1997-98, thereby, covering all 4 segments of Gas Distribution - commercial, domestic, industrial and transport.

In a landmark development, M/s. Borosil, a major industrial consumer was supplied PNG, which further helped MGL to cater to other big consumers, like Hotel Leela and other commercial & industrial establishments.

While fuelling homes with PNG was an essential mission for MGL, fuelling businesses turned out to be quite lucrative. Initially, MGL had been given large targets for domestic household consumers as compared to the target for industrial and other consumers. Besides, the difficulties related to penetrating PNG households, in an overall allocation, proved more challenging for MGL.

Exploring possibilities of natural gas usage by railways in their workshop

Chapter 12

Pioneering Technological Developements And High Safety Standards

Maintaining safety is a prerequisite for the if any digging activity was being Natural Gas industry. MGL has had a undertaken while on their daily walk and longstanding culture and ethos for immediately notify MGL of the same. The complying with the highest standards for expense towards the call made was Health, Safety & Environment (HS&E), and reimbursed to them by MGL. believes that to deliver outstanding business performance, delivering “To impart efficiency and efficacy and avoid outstanding HS&E performance is a repetitive and voluminous process prerequisite. amongst cross functional teams, ERP solution was introduced and the processes MGL is dedicated in its commitment to of the organisation were brought on SAP health and safety with systems, that seek to platform. In fact, Mahanagar Gas became ensure safe, reliable and uninterrupted the first CGD entity in the country to have distribution of gas to its customers. MGL adopted ISU Billing Module of SAP with goes beyond the minimum applicable legal multiple intricated customized and statutory requirements, to attain a track functionalities based on our experiences” record of the highest order, with mentioned Mr. P. K. Gupta. continuous improvements to its safety practices through ongoing research, The credibility of MGL’s systems & standards development, training, processes can be gauged in its information sharing and advocacy. accreditation of ISO 9001:2015, ISO 14001:2001 and OHSAS 18001:2007 MGL had also empowered Senior Citizens received from certified organisation. through ‘Dignity Foundation’ under ex-Managing Director Mr. A. K. Purwaha’s Between 2001 and 2004, MGL introduced a The dedicated champions who successfully led MGL’s transition into SAP platform leadership. Senior Citizens were entrusted Safety and Technical Competency (STC) and empowered to adopt a certain framework, which it implemented for its ward/area and keep a vigilant watch to see PNG & CNG contractors, to prevent MGL extends its responsibility for safety not MGL customers and the public at large to only towards its employees but also inform MGL regarding any digging activity towards its customers and the society. CNG near MGL pipelines, in a timely manner, in filling policies such as ‘No Metal Plate No order to protect MGL’s assets from any Gas’ are a step in this direction. third-party damage.

Further extending its response The introduction of Gas detection cameras management system, MGL has an (FLIR) for gas leak surveys and fatigue Emergency Control Room with a toll-free sensors in CNG cascade transport vehicles number available 24x7 as well as are some examples of MGL adopting operational emergency response vehicles cutting edge technology to double down at strategic locations to ensure safe and on its commitment to safety. reliable operations of its network with an emergency response time of less than 30 These Gas detection cameras are minutes. MGL believes that outstanding specifically tuned to visualize emissions business performance requires that are impossible to see with the naked outstanding HSE performance in the eye. The fatigue sensors installed in all protection of the health and safety of life, CNG cascade transport vehicles have an property and the environment. MGL’s goal illuminated camera equipped with is Zero injuries by implementing MGL’s Life intelligent video software, that are able to Saving Rules on site. track the driver’s eyelids and pupil dilation, in order to give a real time alarm, as soon as Ensuring safety and tracking the driver fatigue is detected. operational aspects with regard to speed hazardous incidents. MGL strictly follows ongoing basis to enhance the reliability of violations, harsh braking of MGL vehicles, MGL believes that a safe, reliable delivery this compliance, with a ‘No STC No Work’ the system. Vehicle Tracking System (VTS) was installed system remains the backbone of its policy. MGL also introduced its landmark on all operational and pool vehicles and is business, and a vital contributor to its initiative of implementing Geographical In 2005, MGL introduced the Behavioral monitored around the clock. overall success. The strongest testimony to Information System (GIS) during this Based Safety (BBS) performance this focus towards safety is MGL’s track period. The system contributes to management for its workforce. This was The ‘MGL Sahayogi – Dial Before Dig’ record of 20 million ‘Lost Time Incident monitoring and maintaining the MGL followed by the introduction of the initiative was launched to appeal to all the Free’ man hours. pipeline network more proficiently, with comprehensive safety leadership program network mapping, data updating and ‘Lifesavers’ to ensure safety at the accuracy improvement carried out on an workplace and on-site. Chapter 13

MGL Listens - Customer Centric Initiatives

As a Retail Gas Distribution Company, the increase transparency and control for the customer is at the heart of every process. customers over their bill. MGL also Over the years, MGL has introduced many partnered with NGOs for meter reading modern conveniences and initiatives for its and bill distribution to its domestic customers, in order to increase customer consumers. satisfaction and delight. In 2008, MGL further bolstered its customer On 1st July 2001, the then Hon’ble Union support by setting up an in-house call Minister of Petroleum and Natural Gas, Shri centre. Technology has also served as an Ram Naik, had launched MGL’s 24-hour enabler for MGL in serving its customers. Interactive Voice Recording System MGL was the first CGD company to have a ‘Mahagas Helpline.’ This was followed by an SAP based customer care system, which is increase in bill collection points, easily accessible across all its offices introduction of Electronic Payment and situated in Mumbai and its adjoining areas. Electronic Clearance System, and the facility for registering meter readings Speaking about customer initiatives taken online or over the phone. during his tenure, Mr. V. C. Chittoda said “To enhance Domestic Meter Reading MGL tied up with various national and accuracy, key features were added to Smart international banks for accepting Gas bill Mobile Hand Held Terminals (SMHHT) payments through ATMs, drop boxes, and based meter reading android system. across the counter. A bi-monthly billing Remapping was done in SAP with respect system was introduced, with one assessed to domestic consumer address referred by and one actual bill reading, in order to meter reader thus improving accuracy in meter reading and billing. Green initiative forms, and locate nearby CNG filling was implemented for fortnightly meter stations. reading of Industrial and Commercial consumers by migrating from paper based MGL’s Customer Relationship Management joint ticketing system to android software (CRM) department now uses a cloud-based based system”. e-mail platform to send out auto acknowledgements to customer emails. Additionally, MGL has reached out to its Promoting digitalisation for customer customers through social media channels convenience, MGL also promotes such as Facebook and Twitter. hyper-linked ‘SMS’ for receiving bills and making online payments. With the rising mobile usage in the new millennium, MGL launched the ‘MGL MGL is constantly leveraging such new Connect’ mobile application, which technologies and digitization in order to facilitated the PNG (domestic) and CNG make its services more user friendly, further customers to upload gas meter readings, increasing customer preference to help download registration forms, name change MGL stay at the forefront of customer service.

Bridging the gap between customers and MGL through Janta Darbar Chapter 14

MGL For Good - Corpoate Social Responsibility

MGL’s Corporate Social Responsibility Entrenched with a vision for working (CSR) is not just a practice, but a core value, towards the betterment of the society, guided by the belief that a corporate has to MGL’s sustained efforts have empowered do its bit to promote inclusive and communities through initiatives in sustainable growth. It is also aimed at education, health and nutrition, vocational uplifting the communities in which MGL training and in developing a sustainable operates. environment.

Its ongoing ‘Mahasuraksha Yojana’ MGL views education as one of the most insurance cover for taxi operators is MGL’s powerful tools to promote upward consistent commitment towards giving socio-economic mobility. MGL’s flagship back to the partners in its business. initiative ‘MGL Unnati’ creates a Nal Paani Yojna

Upgrading medical facilities in hospitals, through CSR intervention, equipments provided by MGL for the Neuro-surgical Skill enhancement training department of Holy Family Hospital (HFH) at the hands of Ms. Radhika Haribhakti, Board Director & Chairperson - CSRC - MGL and Shri Sanjib Datta - MD, MGL in presence of senior dignitaries from MGL & HFH ‘MGL Aarogya’ facilitates access to safe power supply. drinking water in schools, hospitals and other public institutions within MGL’s The sustainability framework that MGL operational area. MGL also supports follows for all these initiatives is a robust running of mobile clinics and in helping process, with accountability and impact augment infrastructure and facilities at assessment built into its design. A majority public charitable trust-run hospitals. of the stakeholders benefited from the various CSR initiatives are slum dwellers, As an environment friendly organization, urban and rural poor, rag pickers, street MGL is committed to ensuring children, small and marginal farmers, daily environmental sustainability, while wage earners and other socially combating the challenge of climate marginalized and economically fragile change. Under ‘MGL Hariyali’ several steps sections of the society. MGL endeavours to have been taken towards plantation of extend a helping hand to disadvantaged saplings and installation of solar street sections of the society in a manner which lights in the remote villages of the Beed & aims to help them come on their own and Raigad Districts, which face intermittent be privileged to witness a better tomorrow.

harmonious environment for children from thereby not being able to realize their full underprivileged families to acquire potential. The project primarily focuses on knowledge and achieve their dreams of the 70% of the workforce that has not studying at reputed institutions. The completed secondary education and rigorous residential training is designed to targets to enhance their skills, thereby cover all aspects of competitive entrance increasing their employability. MGL has examinations, with students being tied up with various skilling partners for the provided free coaching, food, implementation of this project. accommodation, emergency and medical needs for the entire duration of their India has a high incidence of child training. malnutrition in the world. ‘MGL Poshan’ is an initiative designed to supplement Project ‘MGL Hunar’ is designed as an Government’s initiative of mid-day meals, enabler for individuals with the capability, in order to promote education and desire and will to work, but who are unable eradicate malnutrition. to meet the requirements of the industry,