Customer service salute to Manx Gas

Manx Gas has won a top industry award for customer service during its natural gas conversion project.

The two year project to survey and convert more than 9000 appliances in homes and businesses posed a major challenge for the company, which promised a support programme for customers from the beginning.

One of the biggest infrastructure projects on the Island, it was completed in 2012 on time and under budget.

Appliances were converted in 6,7000 different premises and hundreds of dangerous appliances were removed or made safe.

Manx Gas stationed a mobile support unit in each area where its engineers were working and used 3G mobile technology in the field to liaise with the central conversion system team. Island-based software firm PDMS provided a bespoke IT programme for the project.

The Gas Industry Customer Service Award was presented to project manager Aidan Baglow at The Hilton in Park Lane, London, the event sponsored by the Institution of Gas Engineers and Managers and the Energy and Utilities Alliance.

Mr Baglow said: “Manx Gas monitored their customers’ feedback which ensured that the customer came first, regardless of the size or complexity of the tasks being delivered.”

He went on: “This project was a great example of how the effective use of technology can help increase efficiencies, improve customer service and also achieve significant cost savings. From a technical perspective it was also a great demonstration of the benefits of mobile technology".


Aidan Baglow of Manx Gas and Simon Loosley, director of sales with sponsors Domestic & General.