Customer-centred strategy

100% of electricity services are provided online at level 4; 100% of transactions are conducted electronically... These absolute numbers are the clearest and most convincing evidence of EVNSPC's success on the journey of renovating business and customer service. The "digital service space" built by EVNSPC is now wide enough to stretch from the mainland to remote islands; long enough to stretch from urban areas to "cape land", remote areas; deep enough to meet the multi-channel, 24/24h contact needs of Southern people in 21 provinces and cities.

EVNSPC Customer Service Center staff introducing and advising customers on installing and using the app

In 2019, EVNSPC, together with EVN units, successfully integrated and provided electricity services on the National Public Service Portal, becoming one of the first enterprises in the country to successfully carry out this task. EVNSPC has made a strong commitment: "Electricity to customers", demonstrating proactiveness in providing services and improving customer experience.

Along with that, EVNSPC also synchronously developed technologies, from receiving customer requests to processing on-site with specialized equipment and software for employees. Thanks to that, up to now, more than 99% of customer requests have been implemented by the Corporation on time as committed. Each year, the Corporation shortens and speeds up the time to access electricity, contributing to improving the business environment, creating motivation to attract domestic and foreign investors and enterprises to the Southern provinces.

In electricity bill payment, EVNSPC has cooperated with banks and intermediary organizations to make strong progress and diversify electricity bill payment methods. By the end of 2024, the rate of EVNSPC customers paying electricity bills in non-cash form reached 99.99%.

In the 2020 - 2024 period, EVNSPC is to focus on developing an electronic meter system, exploiting remote measurement data to deliver to customers transparent and accurate online data on daily electricity consumption. By the end of 2024, EVNSPC has installed 94.37% of electronic meters on the grid and is expected to complete 100% of electronic meters by June 2025.

Ready for new goals

EVNSPC has not only changed the way it provides services but also changed the way customers and the community perceive the Electricity industry. The customer rating for EVNSPC has increased year by year from 2013 to 2018, confirming that goodwill, with the rating increasing from 6.18 to 8.16 points (on a scale of 10). From 2019 to now, customer satisfaction has been directly reflected in the increasing number of online electricity usage, online customer-care services, etc. The convenience of the services has convinced customers to prefer and reuse EVNSPC's services.

The journey of renovation and digital transformation is still being continued by EVNSPC, aiming to serve customers better every day. With a specific strategy and clear plan, EVNSPC has set feasible goals in the coming period. In the immediate future, in 2025, the Corporation will build and deploy the Customer Ecosystem project on the digital environment, this is a comprehensive and complete customer-care ecosystem, all customer touch points in the ecosystem create satisfaction with One Click in which the goal of proactive and automatic customer care is set through the solution of perfecting customer communication channels via customer service app/web and digitally transformed customer transaction offices. In addition, EVNSPC is constantly transforming digitally in meter reading, setting a milestone to mark the change from manual meter the reading and meter collection method to 100% automatic one. Accordingly, customers can proactively check, monitor, and look up daily consumption output through digital tools provided by EVNSPC.

EVNSPC constantly improving the quality of electricity and electricity services. Photo: DVCC

In the era of national development, EVNSPC has also set goals to reach the regional level, with many business and customer service targets that will meet international standards, approaching ASEAN3 and ASEAN4 countries, thereby affirming the position of a large electricity corporation of the country, practically bringing benefits to the people as well as electricity customers.

Translator: Mạnh Hùng