The Conference on the Review of Business and Customer Service Performance in 2025 and the Task Plan for 2026 was held by EVN on January 29 in Hanoi. EVN Chairman of the Board of Directors Dang Hoang An attended and directed the conference.

Delegates attending Conference summarizing business and customer service activities in 2025 and planning tasks for 2026

Reliable power supply and business

According to the report of the Business and Electricity Trading Department, in 2025, EVN’s commercial electricity sales reached over 287.5 billion kWh.The power supply reliability of EVN continues to improve. The SAIDI index – average customer outage time per year – across EVN reached 230 minutes, surpassing the planned target. This result reflects the persistent efforts of EVN and its power corporations in strengthening investment in the power grid, promoting automation, applying technology, and improving the efficiency of management and operation, thereby gradually improving the quality of power supply and customer experience.

EVN Vice President Ngo Son Hai delivering opening speech at conference.

To date, 100% of communes nationwide have access to electricity, and 99.85% of households are supplied with power, including 99.77% of rural households. Last year, EVN and its units continued to allocate resources to invest in supplying electricity to more than 5,000 households without electricity in difficult areas; implemented electricity supply to 129 underserved villages classified as “power and signal blind spots” in 10 provinces and cities in Northern and Central Vietnam; completed the power restoration for tens of thousands of households affected by storms and floods, on schedule as directed by the Government, demonstrating the high responsibility of a state-owned enterprise.

At the same time, EVN continues to invest in upgrading the power system in island districts and communes; complete the national grid connection for the Con Dao Special Zone and develope a plan to supply power to Truong Sa and the DK-I platform in the next phase, contributing to improving the lives of military personnel and civilians in the island and coastal areas, ensuring national security and defense.

Regarding rooftop solar power, by 2025, the grid managed by EVN will have 105,876 rooftop solar systems with a total installed capacity of 10,220.78MWp. Electricity output from rooftop solar systems fed into the grid is estimated at 10.43 billion kWh. Besides electricity-selling systems, by 2025, thousands of MWp of rooftop solar installations for self-production and self-consumption have been deployed, contributing substantially to demand, though not recorded in EVN’s power purchase figures.

"Leveraging Technology"

Across EVN, efforts will continue to be intensified in applying information technology and digital transformation to improve service quality and diversify electricity services, meeting the increasingly high expectations of customers and society. 100% of electricity services are provided online at level 4 through the National Public Service Portal, the Public Administration Center, and the Public Service Portals of provinces/cities, creating maximum convenience for people and businesses in accessing and using electricity services.

Electronic electricity services, including online registration, monitoring service provision progress, and tracking electricity consumption via digital platforms, are being implemented in a coordinated manner. Through this, service quality is gradually improved, while increasing transparency in business operations and customer service.

Deputy Head of EVN's Commercial Business and Power Electricity Trading Department, Tran Viet Nguyen, presenting topic on customer experience.

EVN also continues to expand cooperation with banks and payment intermediaries, diversifying cashless payment channels and providing more convenience for customers. By the end of 2025, more than 99.7% of EVN's customers will use cashless payment methods.

By 2025, all five Power Corporations had fully shifted from manual meter reading to automatic remote reading, achieving nearly 100% coverage and contributing to higher labor productivity and metering accuracy. EVN is further promoting the utilization of remote metering data to enhance early warning capabilities for abnormal electricity consumption, allowing customers to proactively track and manage their power usage through the customer care application.

Programs for load demand management, load shifting, and direct electricity trading continue to be implemented effectively. In addition, EVN has proactively coordinated with the Ministry of Industry and Trade and relevant agencies in researching and perfecting mechanisms and policies directly related to business and customer service activities, such as developing rooftop solar power, implementing a direct power purchase agreement, and conducting pilot testing of retail electricity pricing based on two components (energy and capacity).

In particular, with the goal of unifying service channels, enhancing the customer experience, and maximizing convenience, EVN in 2025 consistently pursued and rapidly deployed a unified customer care application and call center system across the organization.

These sustained efforts to improve electricity service quality have earned recognition from international organizations. According to the World Bank's B-Ready 2025 report, Vietnam's electricity service quality score reached approximately 91.14/100 points, ranking second in the ASEAN region (after Singapore with 91.32/100 points) and fourth in the Asian region.

Leaders of corporations presenting their papers at conference.

EVN's overall business and customer service objectives for 2026:

Continue to innovate business operations and improve customer service quality.

Implement solutions to improve customer service quality, focusing on further enhancing the electricity access index and connecting with national database platforms through the National Public Service Portal;

Develop a customer experience journey, indicators, and tools for evaluating customer experience quality;

Continue to strengthen the application of information technology and improve databases to provide customer services more professionally and efficiently, placing customers at the center of production and business activities.

Translator: Thanh Hải