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EVN builds a unified customer care platform

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EVN is the first unit to implement electronic power purchase and sale contracts and electricity service transactions in electronic form. This form has been widely deployed by EVN and supported by customers.

Electricity of Vietnam (EVN) will promote digital transformation, follow the motto “customer-centered”, analyze behavior to provide added services, ensure customers have the ability to interact “anytime, anywhere” in digital space (photo taken before April 27). Photo: VNA With the goal of being in the Top 4 in ASEAN in terms of business and customer service, Electricity of Vietnam (EVN) will promote digital transformation, following the motto “customer-centric”, analyzing customer vi to provide value-added services, ensuring customers have the ability to interact “anytime, anywhere” in the digital space. * Approaching Top 4 ASEAN Information from EVN said that, with business and customer service, the group aims to be in the Top 4 in ASEAN. Through the results of measuring a number of key indicators on production and business activities as well as through evaluations of international organizations, EVN has also approached this goal. Mr. Bui Quoc Hoan, Deputy Head of EVN’s Business Department said, specifically, with the electricity access index, the reform chain implemented since 2013 has increased by 129 places. Up to now, Vietnam ranks 4th in ASEAN, after Malaysia, Thailand, Singapore; ranked 27th in the world and made an important contribution to Vietnam’s business environment index. With the power supply reliability index, EVN is making efforts to approach the Top 4 in ASEAN. Regarding the customer satisfaction score of EVN, the independent consultant implements the assessment method similar to other countries in the region. EVN achieved 8.29 points/10 points in 2019; among the Top 4 in ASEAN. Notably, digital transformation results in business and customer services such as: electronic invoices, field applications, electronic payments, online services, multi-channel customer care centers, etc. .. of EVN has a high transaction rate and is equivalent to leading power enterprises, such as Sing Power of Singapore, MEA of Thailand. According to information from Mr. Bui Quoc Hoan, in the ASEAN region, EVN is the first unit to implement electronic purchase and sale contracts and conduct electricity service transactions in electronic form. Not only taking the lead, but EVN also deployed widely and received great support from customers. Electricity transactions in the electronic form of EVN have been officially implemented since December 2019 and so far, there have been over 2 million contracts. EVN will also promote the quality of online electricity service level 4; electricity purchase and sale contracts and electricity services are transacted electronically (photo taken before April 27). Image; Duc Dung/BNEWS/VNA *Customer is the center According to EVN, digital transformation in business and customer services of EVN is implemented synchronously under the motto “Customer-centric” and thoroughly applies the principle of transforming activities that have not been digitized into into digitization; operations are still manual, not automatically converted to automatic; apply new technologies to replace old ones; take advantage of the power of digital technology, digital data, improve production and business efficiency, create new added value for the corporation as well as for customers. According to the Group’s Digital Transformation Project and according to the tasks assigned by the Steering Committee for Digital Transformation and the application of technology of the fourth industrial revolution to EVN’s production and business activities, digital transformation in Sales and customer service will focus on such contents as: building a shared customer care platform for the whole corporation to provide customer care services in the direction of “personalization” and creating comprehensive, consistent customer experience; linking EVN’s customer care platform with other partners to take care of and create new added value for customers. At the same time, automate the receiving and processing of customer requests through the Customer Care Center. Building a unified customer identification database in EVN. Applying artificial intelligence to analyze customer behavior and improve service quality. EVN will also promote the quality of online electricity service level 4; electricity purchase and sale contracts and electricity services are transacted electronically; pay electricity and service charges by non-cash method. Another key work will be done by EVN, which is the digitization of all field work of workers through applications deployed on mobile platforms. The Group will also modernize the metering system through the implementation of electronic meters and piloting the smart meter system; improve the electricity access index by connecting national databases such as population, land, … to reduce customer records and procedures; electricity service application without surveying through the use of field information data, GIS-based operation management information. According to Mr. Bui Quoc Hoan, the group has thoroughly applied international standards to improve, digitize and virtualize electrical services. Through transforming processes, people and technology; EVN strives to bring many benefits to customers. Specifically, the deployment of multi-channel services, online services, integration of service provision through the National Public Service portal, etc. makes it easy for customers to access, participate, and monitor electricity services. Information about EVN’s services, as well as the settlement process, is public and transparent to customers. With the customer’s documents and procedures, which can be received by EVN through online transaction channels, or through field applications when EVN is surveying and constructing, it has brought convenience and shortened the time. transactions for customers. EVN’s time to process and resolve customer’s requests is thoroughly shortened through technologies. For example, location locating applications help workers quickly move, to promptly respond to customer requests. Service costs are calculated transparently and make it easy for customers to pay via banks and e-wallets of payment intermediaries.