Reporting at the conference, EVN Sales Manager Nguyen Quoc Dung said that the period 2013-2020 marked a strong change in customer service (CC) with the application of information technology (IT), performing comprehensive digital transformation in the business and customer service chain (from new power supply, reading recording, invoicing, collection and monitoring of unpaid electricity bills, to customer care).
These results have gradually built an essential foundation for business and customer service to move into the 2021-2025 period. EVN strives to reach the same level as the top 3 ASEAN countries in customer service by 2025. At the same time, EVN will get ready, engage and adapt to business activities following the competitive electricity wholesale and retail market levels.
Seminar on Business and Customer Service Plan for the 2021-2025 period held on 2 October 2020
Deputy General Director Vo Quang Lam emphasized that, in fact, the business and customer services of the power sector are facing many challenges of innovation and modernization; with the goal of meeting and exceeding the customers’ expectations and requirements for electrical services.
The innovation of business and service activities in the 2021-2025 period will aim to provide customer services on a digital foundation and in accordance with international standards, comprehensively realizing the business targets, making business profitable.
Accordingly, improving digital experiences of customers and end-users towards personalization, increasing cohesion in a competitive electricity retail market. With the orientation toward a sharing economy, it is necessary to create a technology platform for companies in the electricity industry in particular and the energy sector in general to participate in the field of customer service of this industry.
At the seminar, there were exchanges of experiences by some advanced power companies in the region such as: KEPCO (Korea), SP (Singapore), TEPCO (Japan), etc., in implementing digital transformation, improving Effective Business & Customer Service.
EVN’s General Director Tran Dinh Nhan (right) and EVN Deputy General Director Vo Quang Lam (left) chairing the workshop
At the same time, some comments suggested that EVN should use some more criteria to evaluate power supply reliability which has been used by many countries around the world such as: CAIFI, CAIDI, and so on.
Making speech at the seminar, EVN General Director Tran Dinh Nhan emphasized that by 2025, the percentage of electricity services performed online should reach 90% of the total number of electricity service requests, no more cash collection is conducted.
Mr. Cao Quang Quynh - Member of EVN's Member Board speaking at the workshop
In addition, concerning reliability of power supply, SAIDI target should be set at 200 minutes, at the national average level. In cities, this index should be below 50 minutes.
Concerning electricity customer care centers, EVN's General Director required a review of their scale of operations in the coming time with improving automation level in customer service; considering improvement of quality of customer care services; the foundations, ecosystem of business and customer care service should have a specific roadmap of construction and development.
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Some results of business and customer service in the period 2013-2020:
- The average annual energy sales growth rate is 9.92%
- The quality of power supply is increasingly improved: The power outage time of customers is reduced, reaching an average of 302.5 minutes/year.
- Average annual customer growth rate: higher than 5%.
- Access-to-electricity index of Vietnam: In five consecutive years, a significant improvement in ranking from 156 to 27/190 countries/economies (improving 129 steps), completing two years ahead of the Government’s goal to reach the top 4 of ASEAN.
- Modernization of the metering system: The installation rate of electronic meters reached 54.05% (in 2013, it was 8.17%); 47.37% of them are performed by telemetry (13.5/28.5 million meters) and energy readings of 100% of these meters are collected by electronic devices.
- From 2018: Electricity services performed online reach level 4, the highest level as regulated by the Government.
- From 2019: The entire process of providing electrical services to customers has been performed in electronic form.
- Customer satisfaction rating: from 6.44 points (2013) to 8.41 points (2019).
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