Mr. Bui Quoc Hoan
Reporter: Sir, how do you compare electricity services and customer services of EVN today with the power sectors of other countries in the ASEAN region?
Mr. Bui Quoc Hoan: In the past years, EVN aims to be in the Top 4 in ASEAN in terms of business and customer service. Considering a number of key indicators on production and business activities as well as the evaluation of international organizations, EVN has gradually approached this target.
Specifically, thanks to a series of reforms implemented since 2013, the ranking of getting electricity indicator has been improved 129 levels. Up to now, Vietnam ranks 4th in ASEAN, after Malaysia, Thailand, Singapore; ranks 27th in the world, which has made an important contribution to Vietnam's business environment index. Regarding the power supply reliability index, EVN is making efforts to approach the Top 4 in ASEAN.
In terms of the customer satisfaction score of EVN, an independent consultant has implemented comparable assessment method to compare to other countries in the region. We have obtained 8.29 points/10 points in 2019; among the Top 4 in ASEAN.
Notably, the results of digital transformation in business and customer services such as: electronic invoices, field applications, electronic payments, online services, multi-channel customer care centers, etc. of EVN have obtained a high rate of transactions, equivalent to that of the leading power corporations such as Sing Power of Singapore, MEA of Thailand.
In the ASEAN region, EVN is the first to carry out electronic power purchase agreements and provide electricity service transactions in an electronic form. Not only taking the lead, EVN has also deployed these activities widely and received great support from customers.
Electricity transactions in the electronic form of EVN have been officially put into practice since December 2019. To date, there have been over 2 million contracts.
Reporter: In the coming time, what is the focus of EVN when implementing digital transformation in the field of business - customer service, sir?
Mr. Bui Quoc Hoan: Digital transformation in business and customer service of EVN has been being implemented synchronously under the motto of "customer-centric", thoroughly following the principles: transforming undigitized activities into digitized; transforming manual operation into automatic operation; applying new technologies to replace old ones; taking advantage of digital technology, digital data to improve production and business efficiency and create new added values for the Group as well as for customers.
The activities of receiving and processing customer requests through EVN's Customer Care Centers will be automated (photo taken before 27 April 2021)
Reporter: So how will customers benefit when EVN performs digital transformation in the field of business and customer service, sir?
Mr. Bui Quoc Hoan: The time for EVN to process and resolve customer's requests is thoroughly shortened thanks to technologies. For example, locating applications enable EVN’s employees to promptly go to the right field and respond to customer requests. Service costs are calculated transparently, giving comfort to customers to pay through banks or e-wallets of payment intermediaries.
In fact, in the process of production and business, many digital transformation initiatives have been effectively realized by member organizations of EVN. Typically, there is a recent initiative in exploiting daily electricity metering data at Da Nang Electricity One Member Limited Liability Company, helping to detect abnormal power consumption cases, with the risk of short-circuiting behind power meters. Thereby, supporting customers to use electricity safely and efficiently. With such technology applications bringing practical effects to customers, EVN has directed its member organizations to upgrade, integrate into the Customer Management Information Systems (CMIS) and replicate in the whole Group.
Reporter: Yes, thank you!