(A Govt. Entity in Pakistan)
Oil and Gas Regulatory Authority (OGRA) was established by the Federal Government on March 28, 2002 in pursuance of the Oil and Gas Regulatory Authority Ordinance, 2002 The objective of OGRA is 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”.
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 define the different types of visitors and their user journeys. We then used these “personas” to create a custom site design to make it easier for the visitors to find the required information, or file complaints effortlessly. We even included an external link to the file tracking system.