“Dramatical change in customer services of EVN: both quality and volume”

That is the affirmation of Mr. Vo Quang Lam – Deputy General Director of Electricity of Vietnam (EVN) regarding the business and customer services of the group after five years of changing its thinking of business, from normal power supply into serving power customers.

  

Mr. Vo Quang Lam – Deputy General Director of EVN

Reporter: EVN has started to push power business innovation since 2013 with the year theme “business and customer services”. Could you share about the fundamental changes after five years of implementation?

Mr. Vo Quang Lam: EVN always determines business and customer services as the crucial, decisive factor of the group’s sustainable development.

EVN’s adoption of the theme “The year of Business and customer services” in 2013 is the significant turning-point of this task. For the first time, the targets of business and customer services were specifically quantified under the world’s common standards of electricity services. Accordingly, the provision of electricity services has been also deployed with “3-easy” motto: easy access – easy participation – easy supervision.

From 2012 to 2017, the indices of power supply reliability were constantly improved: SAIDI (System Average Interruption Duration Index) decreased by 7,000 minutes, SAIFI (System Average Interruption Frequency Index) decreased by 29.54 times, MAIFI (Momentary Average Interruption Frequency Index) decreased by 3.69 times.

Customer service center has been put into operation, being the main link providing the customers with electricity services through diversified, convenient information channels such as Telecom office, email, website and Zalo, Facebook, etc.

EVN has employed independent consultants to appraise the satisfaction level of the customers using electric power throughout the country. The results indicated that the satisfaction level has risen over time: In 2013 it was 6.45/10 point, in 2017 it was 7.97/10 point.

According to the result of competing capability indices in 2017 which was publicized by the Doing Business researcher team of  World Bank  (Doing Business 2018), Vietnam jumped by 14 ranks in comparison with its place in 2016, up to the rank 68/190 in the appraised economies. In which, Electricity Access Index was one in five indices considered to be  an positive change, jumping by 32 ranks in comparison with its raking in 2016, remarkably contributing to Vietnam’s improvement of business environment.

Reporter: Besides the achievements, to be straight, What do you think about the uncompleted assignments of EVN in this task?

Reliability index of power supply from 2012 to 2017

 

Year 2012

Year 2017

System Average Interruption Duration Index  (SAIDI)

8,077

1,077

System Average Interruption Frequency Index (SAIFI)

39.24

9.7

Momentary Average Interruption Frequency Index  (MAIFI)

5.07

1.38

Mr. Vo Quang Lam: After 5 years of innovation, the group’s business and customer services has attained positive results, but it remains some disadvantages to be dealt with.

Firstly, the capital to promptly renovate, upgrade the whole newly received the grid of rural lower voltage has not been covered, thus the electricity quality in some areas has not met the requirements.

Secondly, the provision of information regarding power supply, troubleshooting duration, etc., for the customers has remained some disadvantages.

Thirdly, there have been complaints about a number of the group’s employees expressing improper attitude, making trouble to the customers or even colluding with them for benefit purposes.

Reporter: As it is known, Customer Gratitude Month in December 2017 was successfully deployed by EVN with the message “Professional-Friendly”. Could you share the intent of the massage and actual operations implemented by EVN as well?

Mr. Vo Quang Lam:

For the Customer Gratitude Month, EVN conducted many activities such as: organizing to troubleshoot failures most quickly, solving the customer‘s inquiries, claims most quickly, the “Lighting up rural roads” program, repairing and installing electricity for poor households, families in preferential treatment policy free of charge, implementing blood donations with the third  EVN Pink Week, etc.

The highlight of Customer Gratitude Month is the EVN’s announcement of its provision of 100% online electricity services. That is the group’s substantial progress in electricity business, presenting its acumen in applying digital technology; additionally showing the image of a State-owned economic group thriving to professionalism, modernity, friendliness in accordance with Government’s policies on modernizing public services, promoting the digital economy development.

Reporter: How will EVN bring the “Gratitude” to customers in 2018, sir?

Mr. Vo Quang Lam: It is necessary to notice that Gratitude Month is an annual program organized by EVN to highlight some points in a working year. Activities showing the group’s gratitude are conducted by the group’s units not only in one month but regularly, constantly during the year.

With the stand “enhancing service quality is the best way to express our gratitude to the customer, EVN is to continue to implement the targets proposed, determined for each working year and the period 2016-2020 as a whole.

The immediate target of EVN is to attain Top 4 of Power companies in ASEAN in 2020.

Reporter: Yes, thank you very much! 


  • 03/01/2018 02:47
  • evn.com.vn