Business enablers
Strengthening our supply chain, financial resilience, and customer-centric strategies remains a priority, while digital innovation and talent development continue to fuel our progress, ensuring sustained expansion and industry leadership.
Our primary strength lies in our capacity to execute projects with unparalleled veracity and operational excellence. The cornerstone of our infrastructure development and maintenance strategy is our comprehensive Project Management 360° approach, complemented by our Centres of Excellence (CoEs). This framework ensures that every stage of our projects is characterised by speed, efficiency, and safety. By institutionalising a structured framework built on 14 key categories, we have created a seamless execution model that enables timely project completion, cost optimisation, and long-term value creation.
While safety and continuous gas supply is the key priority of ATGL’s operations, it also focusses on cost optimisation, service delivery which leads to being the trusted brand for all the energy solutions that we provide. ATGL leverages its digital platform “SOUL” for managing its operations centrally.
Further to drive operational excellence across various facets, ATGL has multiple Centres of Excellence (CoEs) across functions which focusses on leveraging technology, automation and process re-engineering to address critical issues and enhance operational efficiency.
We are among India’s fastest-growing city gas distribution companies, expanding our steel pipeline network and CNG infrastructure to build a robust natural gas ecosystem. Our structured project implementation framework has enabled us to:
As we look ahead, we remain committed to expanding our infrastructure footprint while optimising execution strategies. Our focus will be on:
Project Management Office Head
We have architected a robust and adaptable gas sourcing strategy to ensure supply security, cost efficiency, and market competitiveness across our CNG, industrial, commercial, and domestic verticals. By leveraging a diversified portfolio of Regasified Liquefied Natural Gas (RLNG) and domestic gas, we effectively hedge against global price volatility, supply chain disruptions, and geopolitical risks. Our strategic procurement framework empowers us to deliver stable and competitive pricing, underscoring our commitment to India's transition to a lower-carbon economy while ensuring uninterrupted gas supply to our stakeholders.
We have adopted a diverse and balanced gas procurement model, leveraging a mix of long-term, mid-term, and spot contracts linked to multiple indices
We continue to leverage index-linked crude oil contracts and fixed-price agreements to mitigate volatility and ensure price stability.
With the Petroleum and Natural Gas Regulatory Board (PNGRB) introducing a Unified Tariff system in July 2023, nationwide natural gas transportation costs have reduced, enhancing accessibility.
We have secured additional gas under the various term contracts, reinforcing a balanced dependency on domestic gas and RLNG. Such above contracts are Brent-linked favourable for the Indian buyers in current scheme of things and also diversifies ATGL portfolio.
By leveraging the IGX platform, ATGL optimises procurement costs, demand flexibility, and sourcing efficiency across diverse delivery points.
Ensuring uninterrupted and affordable gas supply to residential industrial and commercial consumers through proactive sourcing strategies, efficient gas transmission management, and maintain strategic sourcing agreements.
LNG spot prices are expected to remain attractive or soften following the decline from 2022’s record highs, supporting a recovery in gas demand. However, short- to medium-term price fluctuations may arise due to supply outages, geopolitical uncertainties, and rising demand from China.
Looking ahead:
Business Development & Gas Sourcing Head
City Gate Station (CGS), Ahmedabad
A strong financial foundation drives our long-term success in the city gas distribution sector and new investments in adjacent sustainable businesses where capital investment and strategic agility are critical. By maintaining sustained cash flows, optimising margins, and ensuring financial discipline, we have built a resilient and agile organisation. Even amid global disruptions, we remain stable and well-positioned for future growth.
Conservative gearing ensures financial stability, supported by our AA (ICRA) credit rating, enabling low-cost capital mobilisation.
With the implementation of the capital management plan, ATGL ensures optimal use of its capital along with availability and raising of financial resources for its business growth to enhance its value for all our stakeholders.
Prioritising low-capex businesses first ensures faster monetisation and accelerated payback.
Stringent compliance, risk management, and financial governance ensure predictable business operations.
With one of the lowest operating costs in the CGD sector, we sustain our margins through competitive gas sourcing and cost optimisation initiatives.
Digitalisation and automation drive efficiency, streamline workflows, enhance work productivity and enhanced customer satisfaction.
Backed with our healthy balance sheet and based on our capital management plan, ATGL raised USD 315 million to support its expansion of CGD infrastructure in all geographical areas. Further, ATGL will expedite its investment in new sustainable businesses going forward to diversify and to align with energy needs of the country.
Additionally, with robust internal controls and an eye on competitive gas sourcing along with operating cost, ATGL has the ability to withstand any domestic or global challenges enhancing its resilience.
Chief Financial Officer
ATGL has emerged as a leader in City Gas Distribution, delivering Piped Natural Gas (PNG) to 0.9 million households and 9,000+ businesses, and supplying Compressed Natural Gas (CNG) to 2 million vehicles across 34 Geographical Areas (GA) covering 95 districts in India. Customer experience and safety are at the core of our operations. Efficient operations rely on real-time management of assets such as smart meters, compressors, and dispensers. These assets, totalling around 15,000, generate approximately 10 million data points daily, which must be analysed in realtime for decision-making and actions. Managing this manually is impossible, necessitating a digital solution. "The SOUL" serves as the single touchpoint for asset operations, customer satisfaction, and business process management
SOUL is an integrated digital platform designed for comprehensive CGD management and operations, encompassing business processes. It focusses on three main areas:
Asset Performance and Management, Customer Delight, and Business Workflows. These areas are interconnected by an Analytics layer that delivers Operational, Business, and Functional insights.
All the operational assets in CGD are connected to a central platform. The assets (like compressors, dispensers, flow meters, cameras) send data at regular intervals to the SOUL centre. Alarms and thresholds are configured on the platform which generates tickets to the relevant stakeholders to act. Key business impacting parameters like Loss of Unaccounted Gas, station dry outs, gas and power consumption, safety alarms for fire, vehicles and driver management are monitored from the SOUL centre. The SOUL platform generates insights from the data which provides detailed analysis on Unit profitability and station health index.
Customers are the centre of our CGD operations. We take all measures for the customer to connect to us with ease through our 24x7 Call Centre, WhatsApp, Emails, Mobile App, Website, Adani Mitra Chatbot, Social Media Desk, Nodal Office Desk and Doorstep CDC services. Our Adani Mobile App serves as a primary touchpoint for self-care services like complaints registration, billing and video contact services. 98% of the payments are digitally-enabled by integration to payment gateways.
The SOUL platform serves as the backbone for all business process automations, code-named NANO (No Automations, No Operations). These automations are developed in an agile manner using low-code platforms, enabling faster project rollouts, preventive and planned maintenance, safety processes, and the digitisation of manual tasks.
SOUL, Central Operating Platform, Ahmedabad
The SOUL platform represents a transformative journey, empowering the organisation to work faster and smarter. This journey has yielded significant results, aiding strategic decisions with consistent, accurate data insights aligned with business objectives. Operational efficiencies have improved through actionable insights, leading to reduced costs and increased productivity. SOUL serves as the backbone for innovation, uncovering new opportunities, driving continuous improvements, enhancing customer experience, and adapting to market changes.
No digital platform is complete without AI playing a key role in the digital journey of an organisation. At ATGL, we bring AI to improve the efficiency of operations, improve customer experiences and ensure safety. We plan to deploy advanced computer vision AI models to quickly record connected pipe inventories and certify installations through CV isometric drawings. Videos from cameras are analysed by AI models designed to detect fire. Additionally, the platform's generative AI capabilities allow for quicker customer responses and intelligent customer interactions. AI-enabled data analytics will drive data-based decisions for projects, customers behaviour analysis and operational efficiency. These analytics will be built on Lakehouse architecture to facilitate data federation and insights.
Chief Digital Officer
Since our inception in 2003, ATGL has grown into India’s largest city gas distribution company, spanning 34 Geographical Areas and 95 districts across multiple states. With richly diverse customer base, we not only meet but anticipate and surpass our customers' needs and desires.
ATGL has built a robust Customer Delight team that manages complaints, requests, and enquiries through a variety of communication channels, including a 24X7 call centre, emails, WhatsApp, the AdaniGas website, mobile app, social media desks, and dedicated offices. This team aims to provide excellent service under the "Care to Delight" initiative, implementing numerous digital projects.
Some digital initiatives include an Integrated Voice Response System (IVRS), a personalised digital experience, online name transfers and refunds, a mass plantation drive for customers, a digital campaign at key locations, an SMS campaign promoting digital services, and the introduction of self-help kiosks.
ATGL has launched various programmes to enhance customer interaction and ease. These include a restructured Customer Coach Programme, a newsletter called "Care to Delight", and customer awareness webinars with self-help videos.
The Company also promotes these sessions on social media through influencers. They have advanced their mobile app for easier usage, introduced self-billing, provided gas bills in multiple Indian languages, and allowed customers to check connection status via their mobile app.
Doorstep CDC Initiative
In line with our vision to provide a frictionless customer journey, we have launched digital-first initiatives that reduce the need for physical visits. Some of our key innovations are given below:
Online name transfer and refund services have saved over 90,000 office visits this financial year, contributing to reduced vehicle emissions and sustainability efforts.
ATGL has implemented a cloud-based SAP Integrated IVRS, becoming the first CGD company in India to do so. This system supports automated voice assistance in several languages and addresses emergency complaints quickly.
Self-Service Kiosks provide instant solutions for bill payments, connection enquiries, complaint registration, and gas consumption tracking – delivering an effortless experience.
ATGL aims to enhance customer interaction by allowing customers to connect or schedule virtual meetings with our customer care team, providing them with an additional channel to resolve their queries.
Starting in March 2025, ATGL will integrate Generative AI with SAP-based Email Automation to improve customer service efficiency.
The Company is also collaborating with communities platform to enhance customer access and engagement.
ATGL's "My Customer, My Pride" programme encourages employees to engage with customers directly through leadership, ensuring that their concerns are addressed and resolved.
The Customer Coach Programme 2.0, launched in 2024, focusses on educating customers about Piped Natural Gas services and promotes digital app adoption through interactive events and promotions.
ATGL introduced the Doorstep CDC initiative in 2025, bringing assistance directly to customers' homes to resolve queries and generate new leads. The programme includes proactive notifications for visits through WhatsApp and local announcements.
To prioritise customer satisfaction, ATGL has initiated the "Lakshya" programme, aligning employee goals with customer service objectives.
The Customer Delight Newsletter serves as a communication tool, sharing success stories and best practices to reinforce their commitment to exceptional service.
At ATGL, we are not just service providers, we are customer experience architects. We believe in transcending conventional service models and transforming customer engagement into an art of delight. Through technology-driven solutions, personalised customer interactions, and a culture of continuous improvement, we are setting new benchmarks in the city gas distribution (CGD) sector.
Customer Delight Head
ATGL - SOUL, Recipient of Popular Choice Award at Adani Knowledge Mall, 2025
We understand that our success is driven by the strength of our people, which is why we focus on aligning our business goals with their expertise. Talent acquisition and employee retention remain key priorities, supported by employee-centric policies and engagement frameworks that nurture leadership and an entrepreneurial mindset. We foster a culture of continuous learning, skill development, and digital proficiency, equipping our teams with deep functional expertise and a global perspective. This approach has enabled us to consistently outperform and lead the sector.
In the past year, we have made significant strides in talent development and employee engagement.
Key initiatives include:
Looking ahead, our focus will be on:
Human Resource Head
