Supporting oil and gas networks where reliability matters most
Improving customer operations, billing performance, and field-service delivery across oil and gas distribution networks.
WHY THIS MATTERS
The pressures reshaping oil and gas networks
Ageing infrastructure, affordability pressures, and rising service expectations are increasing operational complexity across network operations.
GAS DEBT
$5.6B
Energy affordability pressures continue to reshape collections operations across gas providers. Rising arrears, growing vulnerability requirements, and increased regulatory scrutiny are forcing operators to balance recovery performance with customer protection obligations.
National Energy Assistance Directors Association (NEADA), "2025/2026 Winter Outlook," December 2025
AGEING ESTATE
10+ years
Large-scale meter replacement programs are creating sustained operational pressure across scheduling, customer communications, engineer dispatch, and exception management. Every replacement cycle introduces additional compliance, service, and operational complexity.
U.S. Department of Energy, "Gas Meter Service Life Standards," 2025
SATISFACTION DECLINE
11 points
Customer experience is deteriorating across billing, payments, and service interactions. Billing disputes, communication failures, and service-delivery issues are increasing contact volumes, complaints, and pressure on frontline operations.
J.D. Power, "2024 Gas Utility Residential Customer Satisfaction Study," December 2024
PROVEN OUTCOMES
Our oil and gas outcomes
Real results across billing, field-service support, and collections for gas networks and suppliers.
45%
first-contact resolution uplift
We redesigned billing operations for a UK gas network operator, reducing repeat contact and helping customer issues reach resolution faster.
28%
missed appointments reduced
We rebuilt booking and exception-management workflows for a UK gas distribution client, improving field-service execution and engineer productivity.
£6M+
debt recovered in 90 days
We deployed affordability-led segmentation and propensity-based collections strategies to improve recovery performance across a complex arrears portfolio.
13-point
customer satisfaction improved
We redesigned customer-service and billing journeys for a gas utility, reducing friction across high-volume interactions and improving overall customer experience.
DEEP DIVE SOlutions
Where we solve utility challenges
From acquisition and service delivery to billing, collections, and revenue performance.
Acquire customers without creating future cost
We support acquisition operations across inbound sales, switching journeys, onboarding, quote-to-contract workflows, and compliance validation. Programs are designed to improve conversion quality, reduce early-life churn, and ensure regulatory requirements are met from day one.
Turn every service visit into value
We manage appointment booking, engineer scheduling, customer communications, exception handling, and service-plan support. Operations are designed to increase completion rates, reduce missed appointments, and improve customer engagement throughout the service lifecycle.
Perform when reliability matters most
Always-on customer operations supporting emergency reporting, outage communications, vulnerable-customer escalation, dispatch coordination, and regulatory response management. Designed to maintain service levels during high-pressure operational events.
Protect revenue across the billing cycle
We support billing administration, meter data exceptions, account servicing, payment operations, dispute management, and back-office processing. The focus is on improving accuracy, reducing leakage, and accelerating issue resolution.
Recover revenue without increasing risk
Collections operations built around affordability, vulnerability, behavioral segmentation, repayment planning, and digital engagement. Recovery strategies are designed to improve cash performance while maintaining customer trust and regulatory compliance.
CLIENT SPOTLIGHT
Missed appointments down 28%. £6M in 90 days.
How propensity scoring and a redesigned booking workflow transformed UK gas customer operations.
A UK gas network operator faced a growing missed-appointment rate, a rising arrears book, and first-contact resolution rates that were generating repeat contact and complaint escalation. Billing complexity, an ageing meter estate, and a large PSR cohort were compounding the pressure on every team.
Firstsource rebuilt the booking and exception-management workflow end to end, reducing missed appointments by 28%. A propensity-based collections model deployed across the arrears book recovered more than £6M within a 90-day program window, segmenting customers by ability and intent to pay before the first call.
Firstsource rebuilt the booking and exception-management workflow end to end, reducing missed appointments by 28%. A propensity-based collections model deployed across the arrears book recovered more than £6M within a 90-day program window, segmenting customers by ability and intent to pay before the first call.
£6M+
recovered in 90 days
Capabilities
The expertise behind operational outcomes
The capabilities applied where customer, revenue, compliance, and operational pressures run deepest.
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Consulting
We diagnose operational bottlenecks across customer service, field operations, collections, and regulatory processes, then design practical transformation roadmaps that improve performance and reduce cost-to-serve.
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Collections
Affordability-led collections programs that combine behavioral segmentation, repayment planning, vulnerability management, and digital outreach to improve recovery outcomes responsibly.
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Customer experience
Customer operations designed around billing, complaints, vulnerability, and service interactions, helping reduce friction, improve satisfaction, and lower repeat contact.
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PROOF OF DELIVERY
Different challenges. Proven operational results.
Each result comes from a live oil and gas engagement operating in production.
45%
customer issues resolved sooner
A UK gas network operator redesigned billing-resolution workflows, improving first-contact resolution and reducing complaint escalation.
28%
field-service efficiency improved
A UK gas distribution client rebuilt booking and exception-management workflows, reducing missed appointments and improving engineer utilization.
£6M+
revenue recovered faster
A European gas retailer deployed propensity-based collections and affordability-led segmentation to accelerate recovery performance.
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
Case Study
How a multi-state US electric utility accelerated $305M through digital outreach
A large, multi-state US electric utility partnered with Firstsource to modernize its collections and customer outreach operations through digital communications. The objective was to supplement existing mailed and field-based processes with timely, electronic outreach that could expand customer response windows, encourage self-serve payments, and reduce reliance on field activity.
CONTACT US
Customer demands are rising. Operational pressure is not easing.
Tell us where costs are climbing or customers are not being served and we will respond within one business day.
- Every number on this page traces to a named client engagement, not a forecast.
- Our first conversation is a diagnosis of your operation, not a pitch.
- We run gas network programs in production today, across billing, field service, and collections.