At the seminar, Vietnam Electricity was considered as one of the units that performed well in promoting non-cash payment for electricity bills. In 2019, EVN has overfulfilled the target of getting the number of customers to pay electricity bills in the non-cash form as assigned by the Government in Resolution No. 02/NQ-CP on improving business environment and improving national competitiveness in 2019 and orientations to 2021. By the end of 2020, the percentage of non-cash payments for electricity of the entire EVN will reach 91.54%.
To achieve the above results, EVN has focused on developing information technology infrastructure and developing a centralized customer database system. Accordingly, EVN has stepped up the implementation of electricity bill payments through banks and intermediaries through a series of synchronous solutions: (1) Expanding connection and cooperation in collecting electricity bills with all banks, intermediary payment organizations licensed by the State Bank; (2) Deploy the provision of online electrical services of level 4 and through the National Public Service Portal; (3) Upgrading information technology systems in business and customer services in the direction of digitizing all operations including field surveys; (4) Propagating and encouraging customers to swift payment methods from home collection to point collection and payment via banks, e-wallets, and payment gateways; (5) Set up a multi-channel customer care system to support customers under the principle of 3 easy ways: easy access, easy participation, easy monitoring; (6) Assigning specific targets for each year to units and departments in encouraging customers to make non-cash payments.
Up to now, Power Corporations under EVN have cooperated with more than 30 banks, 10 intermediary payment organizations and nearly 10 thousand organizations and individuals performing Power Retail Service (DCE) to collecting electricity bills in regular conditions, ensuring a collection high rate of over 99.7% annually. EVN's electricity bill collection in 2019 is equivalent to a quarter of the total state budget revenue while there is almost no need for electricity collector. Banks, payment intermediaries contribute to the collection of electricity bills from more than 20.36 million customers, accounting for 74.44% in terms of digitization and 93.68% in terms of collected amount; On average, organizations and individuals of personal insurance service collected nearly 5.85 million customers, accounting for 21.38% of invoices and 4.46% of the collected amount.
Over the years, EVN has made strong strides in applying modern technology to customer care. Through Customer Care Centers, EVN not only accepts requests, advices and supports customers through the phone switchboards but also diversifies methods of customer service via website, e-mail, webchat, fanpage, App for customer care on mobile devices, chatbot - using artificial intelligence (AI) to consult and support customers. The powerful and on-right-track implementation has maximized service utility for power users. The customer satisfaction with the electricity industry is increasing, and the quality of electricity service is positively assessed by international organizations. Currently, EVN continues to focus on implementing Industrial Revolution 4.0's Technology Research and Application Project in EVN's production and business activities and building the Digital Transformation Project of EVN. Also, EVN aims to continue to select and apply digital technologies, information technology and technologies of Industrial Revolution 4.0 to all fields of operation to help EVN to soon become a digital enterprise and build a modern economic Group with sustainable and effective development.
CONTACT INFORMATION:
Communications Department - Vietnam Electricity;
Email: bantt@evn.com.vn
Tel: 024.66946405/66946413;
Fax: 024.66946402
Address: No. 11 Cua Bac Street, Truc Bach Ward, Ba Dinh District - Hanoi;
Website: www.evn.com.vn, www.tietkiemnangluong.vn
Fanpage: www.facebook.com/evndienlucvietnam
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