Why Transferring an Indane Gas Connection Still Feels Like a Government Process in 2026

An operational design observation from a customer who simply wanted to transfer a gas connection.

Recently, I went through the process of transferring an Indane LPG connection from one distributor to another.

What should have been a simple administrative task turned into multiple visits, repeated document submissions, and unnecessary waiting.

The experience made me ask a simple question:

Why is the customer responsible for coordinating between two distributors when the company already has all the required information?

The Current Process

Today, a customer typically has to:

1. Visit the existing distributor.
2. Submit a transfer/cancellation request.
3. Wait for processing.
4. Collect the required documents.
5. Visit the new distributor.
6. Submit the same documents again.
7. Wait for activation.

From the customer’s perspective, this feels like two disconnected systems that happen to belong to the same organization.

The customer becomes the messenger carrying information between distributors.

The Real Problem Isn’t Technology

At first glance, this looks like a digitization problem.

It isn’t.

The issue is operational workflow design.

Indane already knows:

• Who the customer is.
• The connection details.
• The customer’s KYC information.
• The distributor history.
• The transfer destination.

The information already exists inside the system.

Yet the process assumes the customer must manually move information from one distributor to another.

This is an example of what I call:

Operational Truth vs Product Promise.

The product promise is simple:

“Transfer your connection.”

The operational truth is:

“Visit two locations, submit documents multiple times, and coordinate between distributors yourself.”

A Simpler Workflow

Imagine a different process.

The customer visits only the new distributor.

The new distributor:

1. Searches for the customer’s existing connection.
2. Verifies identity through OTP.
3. Collects any missing documents once.
4. Initiates the transfer request.

The backend system then:

• Notifies the old distributor.
• Triggers cancellation automatically.
• Transfers records digitally.
• Activates the connection at the new distributor.

The customer interacts with one distributor.

The system handles the coordination.

What Changes?

For Customers:

• Fewer visits.
• Less confusion.
• Faster activation.
• Better experience.

For Distributors:

• Reduced paperwork.
• Fewer customer queries.
• Lower operational overhead.

For Indane:

• Faster processing.
• Better customer satisfaction.
• Higher operational efficiency.
• Stronger digital adoption.

The Larger Lesson

Many customer frustrations are not caused by missing technology.

They are caused by workflows designed around organizational boundaries rather than customer outcomes.

Customers don’t care which distributor owns which process.

They care about completing their task with minimum effort.

Every time a customer becomes the bridge between two internal teams, it is usually a signal that the process can be redesigned.

Final Thought

The best customer experiences happen when organizations hide operational complexity instead of transferring it to customers.

A gas connection transfer should feel like changing a service location — not managing a mini project across multiple offices.

Sometimes innovation isn’t about building a new app.

It’s about asking a simple question:

“Why is the customer doing work that the system should be doing?”