Reporter: Dear Sir, the modernization business and customer service have been implemented quite early by EVN. So what are the most outstanding results achieved by EVN so far?
Mr. Vo Quang Lam:
Currently, EVN has applied digital signing, electronic invoices, step-by-step digitizing power purchase and sale contracts, electronic payments of power charge, etc. The Group has provided 100% of level-4 electricity services; providing electricity services online through the Public Service Portal of 63 provinces and cities, the National Public Service Portal, through the Customer Care App, the Customer Service Center, the Customer Care website of the Power Corporations. With these platforms, customers can access electricity services at any time, anywhere, with just a few mouse clicks or operations on mobile phones connected to the internet.
Mr. Vo Quang Lam – Deputy General Director of EVN
With constant efforts, many indicators in business and customer service activities of EVN have been ranked the Top 4 in ASEAN such as access-to-electricity index, customer satisfaction score, etc. EVN is also the first unit in the ASEAN region to implement electronic power purchase contracts and perform electricity services in electronic form.
Reporter: To achieve these results, what technologies has EVN deployed, sir?
Mr. Vo Quang Lam: Many technologies have been applied by EVN and its member units in business and customer service. One of the core software is the Power User Management Information System (CMIS). Currently, this system is managing more than 29 million customers, with all features and functions to properly meet business processing requirements.
Besides, electronic meter data collection software (EVNHES) is effectively applied at units to collect meter data remotely, connecting to CMIS system, metering data warehouse, the MDMS system (measured data management) to support the recording work, bill calculation for customers and internal power handover and takeover.
Or the metering data management software system is a shared data warehouse to store and manage power metering data handed-over, taken-over, purchased and sold between EVN and its units. Since 2017, the system has been used to settle electricity sales between units to serve the management of upstream power metering and handover and takeover, boundary and payment to Corporations, power plants, National Load Dispatching Center and Power Trading Company.
Besides, currently, all reports in the field of Business & Customer Service has been performed on software and integrated digitally through the business intelligence software (BI).
Reporter: What is the goal that EVN is aiming at when doing digital transformation in the field of business and customer service in the coming time, sir?
Mr. Vo Quang Lam: EVN aims to take advantage of the power of digital technology and digital data to improve production and business efficiency, and create new added values for the Group as well as for customers. The Group takes customers as the center in order to provide added services, ensure customers interact with the sector at "anytime, anywhere" in the digital space, constantly improve the level of customer satisfaction.
Reporter: To achieve the above goals, what challenges does EVN have to face, sir?
Mr. Vo Quang Lam: It must be affirmed that there are many challenges facing EVN as well as its member units. These include: the uneven level of information technology among employees, especially in remote and remote areas; limitations in human resources to understand and meet new technology requirements, especially foundational technologies such as: IoT, Bigdata, AI, Cloud, BI, etc. Therefore, it is necessary to develop a plan. Appropriate training and recruitment plans for employees to catch up with the development of digital technologies.
With the digitization of electricity services, EVN's customer care in the context of the complicated development of the COVID-19 pandemic remains uninterrupted. Photo: VCP
Reporter: So what solutions does EVN need, sir?
Mr. Vo Quang Lam: Currently, EVN and its units have been standardizing, simplifying and perfecting current processes and regulations towards easy digitization. Along with that, completing and promulgating business administration processes and internal management processes in the direction of digitization and data exploitation from connecting available sources, reducing required records that have been provided by the customer. To step up the quality of online electricity service provision at level 4; power purchase and sale contracts and electricity services are transacted in electronic form; electricity and service charges paid by non-cash method; mobile applications developed for customer experience on digital platforms; policies developed to care for and customers encouraged to actively participate in EVN's digital transformation activities, etc.
EVN will also transform its business model to reduce costs, increase labor productivity and synchronize with the digitalization process of society as well as partners to open up new business cooperation opportunities on the basis of digital platforms; simplify service delivery and management, give solutions to potential problems; perform analysis, administration and monitoring of business and customer service activities on digitized data and provided by automated systems, and so on.
Reporter: Thank you, sir!