EVN's original digital platform
On the National Public Service Portal, by mid-October 2020, about 1,900 types of online procedures were served, a total of 493,000 online service records were performed. In particular, about 90% of all records are power service requests. This "overwhelming" number reflects the actual demand for online power services of customers, and at the same time shows the widespread popularity of online power services across the country. "Scoring" with customers, EVN has been praised by the Government for its efforts to deploy and provide online public services on the National Service Portal, thereby, saving significant time, resource and effort for the State, people and businesses; contributing to anti-negative, anti-corruption.
Not only through the National Public Service Portal and the power industry customer care websites, but even while surfing Facebook, using Zalo, customers can also request power services, look up, pay electricity bills ... Technology innovations and applications have narrowed the gap between customers and power sector, creating a 24/7 connection. Technology has replaced manpower, helping customers have the best experience in power service.
Introducing online power services to customers
ASEAN "top 3" target
EVN strives to achieve ASEAN-3 parity in customer service from 2025. The innovation of business and customer service activities in the period 2021-2025 will aim to provide customer services on a digital basis and in accordance with international standards. Accordingly, it will improve the digital experience of customers and end users towards personalized experience, increasing cohesion in the competitive power retail market. With the orientation of shared economy, EVN will create a technology platform for companies in the Power industry in particular and the Energy sector in general to participate in the field of the power sector science service.
By 2025, the rate of power service performed by the online mode should reach 90% of the total power service requests; power bill payment will be no cash collection. The customer care centers need to raise the level of automation in customer service; research to improve the quality of customer care services.