The conference was held in both live and online formats at 64 locations across the electricity units nationwide. In the picture: Delegates attending conference at EVN headquarters (Hanoi).

On August 11, 2025, in Hanoi, Vietnam Electricity (EVN) organized a summary event to mark the 20th anniversary of the development of the Customer Management Information System (CMIS) and the 10th anniversary of the establishment of the Customer Care Centers.

Fundamental Changes in Service Delivery

The summary of 20 years of CMIS development and 10 years of establishing the Customer Care Centers is of great significance, aimed at evaluating, discussing, and agreeing on strategic directions for the next phase, aligning with the vision for 2035: "EVN is the leading smart energy enterprise in Southeast Asia."

Specifically, after 20 years of development, the CMIS system has reached version 4.0, fully digitizing EVN’s business and customer service processes, from receiving customer requests, managing contracts, providing services, integrating with metering systems, electronic invoices, electronic payments, and especially connecting with the National Public Service Portal, the National Population Database, Payment Portals, etc.

The CMIS system is currently managing data for over 32 million customers and processing hundreds of millions of transactions each year, confirming its role as the "backbone" of the business and customer service operations within EVN.

After 10 years of establishment and development, the service model of the Customer Care Centers has gradually been modernized, evolving into a multi-channel ecosystem. The centers have also actively incorporated new technologies such as CRM (Customer Relationship Management), chatbots, voicebots, AI, and big data analytics. Customer satisfaction has reached nearly 99%, proving the progress and continuous efforts of the entire EVN.

Speakers participating in Talk show “Digital transformation, customer experience -  breakthrough towards smart energy services”

Also within the framework of the conference, a talk show titled "Digital Transformation and Customer Experience -Breakthrough Towards Smart Energy Services" was held. The talk show provided valuable information and practical experiences through analyses and insights shared by speakers from both inside and outside EVN, covering key strategic directions for the next 10 years; building a digital ecosystem tied to corporate culture to increase value chains; selecting appropriate, stable technologies as the foundation for long-term development; mastering technology and AI to deliver higher value in employees’s work; and effectively building and managing customer databases, etc.

EVN President and CEO Nguyen Anh Tuan speaking at meeting

"Customer satisfaction is  way of life"

Speaking at the conference, EVN President and CEO Nguyen Anh Tuan affirmed that maintaining and developing customer trust in the digital age is the most important factor. Additionally, the development of smart energy systems is crucial, as it accelerates the troubleshooting process and enhances the quality of grid management.

EVN President and CEO Nguyen Anh Tuan emphasized that looking back on 20 years of CMIS development and 10 years of Customer Care Centers, it is also an opportunity to set future directions. EVN will engage with its units and propose solutions to meet the targets and expectations in service development and customer care, contributing to the overall growth of EVN in the future.

Chairman of EVN Board of Directors Dang Hoang An giving concluding speech at Conference

In his closing remarks, Chairman of the Board of Directors of EVN Dang Hoang An emphasized, “Customer satisfaction is our reason for living. EVN must strive to be the best power supplier nationwide."

Chairman of the Board of Directors of EVN Dang Hoang An also stressed that one of the objectives of the EVN Party Congress for the 2025-2030 term is to improve electricity service quality, with customer satisfaction at the core, and aim for EVN to be one of the top 3 companies in ASEAN in terms of service. To achieve this target, the role of employees across all units of EVN is crucial.

Some images of EVN’s leadership awarding certificates of merit to 13 collectives and 70 individuals with outstanding achievements in the development of the CMIS system and Customer Care Centers:

Chairman of EVN Board of Directors Dang Hoang An awarding certificates of merit to 13 outstanding collectives

EVN President and CEO Nguyen Anh Tuan awarding certificates of merit to individuals with outstanding achievements in CMIS development

EVN Vice President Vo Quang Lam awarding certificates of merit to individuals with outstanding achievements in CMIS development

EVN Vice President Vo Quang Lam awarding certificates of merit to individuals with outstanding achievements in 10-year operation of Customer Care Centers

Translator: Hải Yến