As the organization at the heart of Pakistan’s competitive electricity market, the Central Power Purchasing Agency Guarantee Limited (CPPA-G) plays a vital role in managing transactions between power producers, licensees, and consumers. But when it came to internal support, things weren’t quite as efficient.
Multiple support channels, email threads, and unclear ownership across departments made it hard to deliver a seamless experience. That’s when CPPA-G teamed up with Rovingapps to modernize its service operations using InvGate’s solutions — achieving high user adoption, centralized operations, and a path toward ISO 20000 certification.
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The challenge
CPPA-G supports a complex and dynamic environment involving multiple stakeholders. Internally, support requests were managed through email chains that quickly became confusing and inefficient.
Adding watchers or collaborators from different departments often led to misunderstandings, especially for more complex issues that required multi-team involvement. Meanwhile, department heads and leadership struggled to get clear performance insights due to the lack of unified metrics and visibility.
It was time to simplify and standardize support processes across the board.
The solution
In 2022, CPPA-G brought in Rovingapps, a digital transformation consulting firm, to help implement InvGate Service Management and revamp the agency’s support operations from the ground up.
- Centralized service catalog – With 180 services across 10 departments, CPPA-G’s priority was clear: create a single point of contact to replace scattered communication threads. By centralizing service requests into a unified catalog, they not only reduced confusion but also ensured consistent, trackable interactions.
- Self-service portal – Thanks to an intuitive interface and mobile accessibility, the self-service portal quickly became a go-to tool for users. It enabled them to submit incidents, track progress, and browse services — all in one place. The ease of use was key to reaching an 85% user adoption rate.
- Multi-department flexibility – With 35 agents across 10 departments, CPPA-G needed a flexible system. InvGate’s permissions-based configuration allowed for customized visibility and access rules, meaning each department could manage its own workflows while collaborating more transparently across teams. Even better: watchers and collaborators could be added at no extra cost.
- Custom dashboards and reporting – With tailored dashboards and reports, managers now have a clear line of sight into department performance and Service Level Agreements (SLAs) compliance. This visibility supports informed decision-making and ongoing process improvement.
Integration with InvGate Asset Management
The benefits didn’t stop at InvGate Service Management. CPPA-G also integrated InvGate Asset Management to bring their IT inventory into the same environment.
- IT Asset Inventory – A unified database of hardware, software, and contracts helped optimize resource allocation and ensure regulatory compliance.
- Reliable data – With agent-based tracking, CPPA-G gained accurate insights into device health, software licenses, and configuration data.
- Configuration Management Database (CMDB) – A complete repository of their IT environment (from endpoints to network devices) enabled better control over the full asset lifecycle.
Together, these capabilities helped CPPA-G connect incidents to affected assets, speeding up diagnostics and improving resolution outcomes.
Key results
- 85% user adoption of the self-service portal.
- 35 agents across 10 departments, fully onboarded.
- 180 services managed in one centralized catalog.
- 4.5 Customer Satisfaction Score (CSAT).
- Full visibility into performance metrics and IT assets.
- Significant progress toward ISO 20000 certification.
Looking ahead
CPPA-G continues to evolve its support operations with InvGate. With a centralized system in place and growing engagement across teams, the agency is now well-positioned to deliver consistent, high-quality service to both internal and external stakeholders.
Want to follow the CPPA-G steps and optimize your IT operations? Request a 30-day free trial of InvGate and see our solutions for yourself!
