(A Govt. Entity in Pakistan)
Oil and Gas Regulatory Authority (OGRA) was established by the Federal Government on March 28, 2002 to “foster competition, increase private investment and ownership in the midstream and downstream petroleum industry, protect the public interest while respecting individual rights and provide effective and efficient regulations.
Our relation with OGRA was formed in not too old but we managed to win the trust of the customer in such short span.
OGRA is a public dealing entity and 80% of the working relay on hard files that move office to office, desk to desk with no track and chances of losing a file were quite high. Further customer complaint record management was not effective enough to timely resolve customer’s problems and complaint backlog was a huge problem. In parallel to this OGRA’s website had potential security issues and required to be restructured. To resolve issues related to files and complaints OGRA wanted to have a solution that covers both complaint system and the file tracking system under one umbrella and also tightly coupled with their website.
Working closely with the OGRA team, we first held a series of UX sessions, to help them to define all the different audiences who visit the site and what their user journeys would be. We then used these “personas” to create a custom site design that made each of these journeys much more intuitive, so whether people arrive at the site looking for general information or for a complaint, they can quickly find the information they need. We even included an external link to File Tracking System.
We have developed a strong ongoing relationship with Network Rail, and continue to provide ongoing maintenance and support for their new website.