Digital transformation goal: 90% of customers engaged in level 4 online transaction

According to the master plan for its digital transformation, Vietnam Electricity (EVN) aims by the end of 2022, to provide 100% of online electricity services level 4 and the number of customers participating in online transactions Level 4 reaches 90%.

EVN also sets a target that 100% of job files in the field of business and customer services are electronically processed; The percentage of customers making transactions electronically reaches 90%.

Also by the end of 2022, EVN will digitize 100% of the documents and contracts with new customers by providing electronic purchase and sale contracts.

In customer care, by the end of 2022, at least 30% of customer requests through the Customer Care Center will be received and processed automatically. Together with it, service delivery channels to customers of power corporations (switchboard, customer care app, customer care website, etc.) are standardized and unified to design a unified customer experience throughout EVN. Accordingly, customers will be able to manage online their electricity usage by themselves; estimate their power energy used; customer care is personalized.

EVN will standardize and unify service supply channels to customers of power corporations

Ho Chi Minh City Power Corporation and Ha Noi City Power Corporation are assigned by EVN to pilot the implementation of "customer care using social network", to deploy the customer ecosystem, pilot the application of customer satisfaction scoring through the Customer Care App ...

For the modernization of electricity meters, EVN assigns the Central Power Corporation (EVNCPC) and the Ho Chi Minh City Power Corporation (EVNHCMC) to pilot smart meters; to develop and implement the pilot project of advanced metering infrastructure (AMI); to assess and deploy its expanded use in the future in compliance with the Government's smart grid development roadmap.

EVNCPC and EVNHCMC are also assigned by the Group to pilot field applications for the distribution sector, with the goal of 100% of the fieldwork in the field of business and service services being done on mobile devices and updated online on the administration system in the office. Equipping smart equipment and field application software to digitize non-digitized tasks such as: solving requests, proposing customers, suspending the periodic meter, stopping power supply reduction ...

Another digital transformation task assigned by EVN to the Southern Power Corporation is to complement and complete the utilities of the EVNSolar platform to connect customers, suppliers, investors and financial organizations for rooftop solar development ...

By the end of 2025, EVN will strive for a number of digital transformation targets in business and customer service activities, including access-to-electricity index will be equal to that of ASEAN countries; 100% of installed meters at all power corporations will be electronic ones; customers will be provided with metering data through Customer Care App in a comprehensive online form.

To perform the above digital transformation tasks, EVN will establish five digital transformation working groups in the field of business-customer service; make an assessment report on the actual state of each task performance and detailed planned implementation plan; to ensure implementation of digital transformation will be on the right roadmap and hit the targets.