Customer-centered orientation
EVN’s Member Board issued Decision No. 103/QD-HDTV dated 20 September 2021 approving the business and customer service plan for the period 2021-2025 of the Electricity of Vietnam. Accordingly, by 2025, EVN is to set general goals: To be the main power supplier for socio-economic development and people's daily activities; retail power directly to over 95% of power using customers; 99% of households of ethnic minorities and mountainous areas can use power from the national grid and other suitable power sources. EVN strives to provide customer service with the quality equivalent to the group of ASEAN 3 countries. Business activities have met the roadmap to deploy the competitive electricity retail market.
EVN not only provides customer services on a professional and digital technology platform but also aims to become a leading state-owned enterprise in Vietnam, bring customers experience with international standards. Along with that, all communication activities are aimed at providing sufficient information and improving the quality of service used by customers.
Customers in Hanoi Capital can use electricity services anytime, anywhere and 24 hours a day continuously on digital platforms.
When technology becomes a bridge
In Hanoi capital, the widespread deployment of mobile apps (applications) such as EVNHANOI, E-point has really created a "New Summer" for both power users and suppliers. Thanks to the successful exploitation of data from distance meters, these apps have provided a clear and accurate indicator of the daily power consumption of each household. Therefore, people have a clear understanding of power consumption, reducing unnecessary doubts and questions about power indicators and bills in the peak summer months. Applications that exploit metering data have become a bridge for power buyers and sellers to understand and share with each other.
In the coming period, EVN will deploy this application in provinces and cities across the country. Specifically, EVN will build a shared customer care platform for the whole group, provide customer care services in the direction of "personalization" and create a comprehensive and consistent customer experience.
EVN will link the customer care platform of the Electricity sector with its partners; build an automatic responding information system; apply artificial intelligence (AI) to research and analyze customers' behavior, trends, forecasts and needs, etc., thoroughly apply electronic transaction methods and increase the number of customers participating in online services; applying modern technology in customer care and improving the access-to-electricity index to reach the level of ASEAN 3 countries.
The Group will modernize the metering system through installing electronic meters and piloting the smart meter system; improving the access-to-electricity index through the connection of national databases such as population, land, etc., reducing records and procedures; applying electricity service without survey; digitizing all fieldwork of staffs and employees; applying blockchain technology in buying and selling rooftop solar power at power corporations, etc.
It can be seen that EVN is showing strong innovation, very high determination to achieve ambitious goals in the field of business and customer services.