| Objectives of Vietnam Electricity: By 2022, it strives to basically complete digital transformation; By 2025, it will become an enterprise operating in the digital environment, well meeting the goal of ensuring power supply for the country's socio-economic development. |
Over the years, EVN has constantly applied the achievements of the Industrial Revolution 4.0 and digital technology to business and customer service. Thereby, gradually modernizing this field, creating publicity, transparency and supporting customers to easily access power services in the network environment. Currently, EVN has applied digital signing, electronic invoices, step-by-step digitizing power purchase agreements and electronic payments, etc.
The Group has provided 100% of level 4 electrical services; providing online power services via the Public Service Portal in 63 provinces and cities, the National Public Service Portal, via the Customer Care Apps, Customer Care Call centers, Customer Service Websites of power corporations. With these platforms, customers can access power services at anytime, anywhere with just a few clicks or operations on mobile phones.
EVN will automate the receiving and processing of customer requests in the coming period (photo taken before 24 July 2021).
Implementing the 2021 theme "Digital transformation in Vietnam Electricity", EVN is taking advantage of the power of digital technology and digital data to improve labor productivity and business efficiency, create new added value for the group as well as for customers; ensure that customers can interact "anytime, anywhere" in the digital space.
With continuous efforts, many indicators in business - customer service of Vietnam Electricity has been in the Top 4 in ASEAN such as electricity access index, customer satisfaction score, etc. EVN is also the first unit in ASEAN to implement electronic purchase agreements and perform electrical services in an electronic form.
According to EVN Deputy General Director Vo Quang Lam, to achieve the above results, many technologies have been applied by EVN and its member units to business and customer service. One of the core software is the Customer Management Information System (CMIS). Currently, this system is managing the data of more than 28 million customers. The system also includes all the features and functions to meet the requirements according to the business and customer service process such as: 100% application of digital signatures in invoice issuance, digitization of power purchase agreements, deploy providing online electricity services, etc.
Besides, electronic meter data collection software (EVNHES) has been effectively applied at its units to remotely collect electronic meter data, connecting to CMIS system, measurement data storage, MDMS (meter data measurement system) to support indexing, bill calculation for customers and internal electricity delivery. Not only that, at present, all reports in Business & Customer Service have been done on software and integrated digitally signatures through the Business Intelligence and Data Reporting (BI).
EPoint application is currently applied to customers in Hanoi to help customers form the economically and efficiently energy using habit
In the coming time, EVN will build a shared customer care platform to provide customer care services in the direction of "personalization" and create a comprehensive and consistent customer experience. EVN will link the customer service platform of the Power industry with its partners; building an automatic answering customer care information system; Applying artificial intelligence to research and analyze customer behavior, trends, forecasts and needs, etc.
The Group will also modernize the metering system through the implementation of electronic meters and piloting the smart meter system; improve the electricity access index by connecting national databases such as population, land, etc. to reduce records and procedures; apply electricity service provision without surveying through the use of field information data, GIS-based operation management information, etc.
EVN will transform its business model to reduce costs, increase labor productivity and synchronize with the digitalization process of society. Especially, in the context that Vietnam is affected by the COVID-19 epidemic, the online services of the Power industry have been promoted efficiency, highly recognized and appreciated by customers. These are important premises for EVN to successfully implement the goal of digital transformation in the coming period.