Customer service andbusiness in 2017 makes breakthroughs

EVN's Conference on Implementation of business and customer service (BCS) set for 2018 was held on 22 January 2018 in Hanoi.

The General Director of EVN affirmed that in 2017, the BCS made many breakthroughs, contributing to the overall success of the Corporation. Significantly, the power access indexincreased by 32 steps in the international arena, ranking 64/190 countries, surpassing the target set in Government’s Resolution No. 19-2017/NQ-CP, contributing to improving Vietnam's business environment up to 14 steps, ranking 5th in the ASEAN region.

The electricity services were modernized with 100% onlineoperation. Customer care made a lot of impression, marking the change of EVN from the power supplier to the electricity services provider.

The General Director of EVNdirected that in 2018, the power units should continue to stably supply powerfor customers; improve human resources quality, promote the development of science and technology, improve labor productivity and express the beauty of EVN’s culture in business and customer service.

For the power access index, in 2018, EVN should strive to be ranked the Top 4 ASEAN.

EVN General Director Dang Hoang An awarding the Corporation's emulation flag to units successfully overfulfilling the BCS targets in 2017.

At the Conference, Mr. Nguyen Quoc Dung - Head of EVN Business Department, said that in 2017, EVN's total commercial power output reached 174.65 billion kWh, growing by 9.3% compared to the year 2016’s.

The Group's total power loss rate was 7.24%, being 0.23% lower than the planned (7.47%) and 0.33% lower compared with 2016 (7.57%). The power supply reliability (SAIDI, SAIFI, MAIFI) of all the power corporationsget better than the assigned plan, ensuring the quality of power supply to customers. Remarkably, Ho Chi Minh City Power Corporation is the bestperformer of all.

Implementing the year’s theme on "Promoting Science and Technology", in 2017, the Corporation completed the upgrading of customer management information system from CMIS 2.0 to CMIS 3.0; completed the application system for  customer care (CC) of CC centers; developed and applied remote data collecting software for public and specialized substations, etc.

Mr. Dao Hieu - Member of Member Council awarding Merit certificates of EVN for units making many achievements in BCS in 2017.

In 2017, EVN's average customer satisfaction level reached 7.97/10 points, increasing by 0.28 pointcompared with 2016 (7.69 points).

In 2017, EVN directly received and sold power to 11/12 island districts nationwide and directly sold power to more than 91% of household usersthroughout the country. Currently, there are 99.98% of communes supplied power in the whole country and 98.83% of rural households using power.

In 2018, the staff of business, customer service in EVN are to overcome the shortcomings, bring into full play the achievements, strive to comprehensively realize the set targets.

Some indicators on BCS in 2018:

• Commercial power: 190.54 billion kWh, increasing by 9.5% compared to 2017.

• The total power loss rate of the Corporation: 7.2%.

• SAIDI: 728 minutes, SAIFI: 9.97 times, MAIFI: 2.0 times.

• The power access index strives to rank at least 60/190 nations and economies.

• EVN total customer satisfaction level ≥ 8.00 points.

• Labour productivity on power production and business shall increase 8-10% compared with 2017.

  • 22/01/2018 12:41