Ms. Do Nguyet Anh - Chairman of the Member Board of Northern Power Corporation (EVNNPC ):
Making detailed plans for every month, quarter, etc.
EVNNPC identifies digital transformation in general and digital transformation in the fields of business and customer services in particular as the key task, making an important contribution to improving labor productivity, improving business processes and especially creating digital space to interact with customers in the best way.
Up to now, the digitization of business and customer services of EVNNPC has obtained encouraging results. Currently, EVNNPC has co-operated with over 10.7 million customers. Previously, 100% of customers used mechanical meters. However, with the innovation strategy and implementation of the smart grid, the corporation has replaced and gradually converted mechanical meters into electronic ones. By the end of June 2021, the number of electronic meters on the grid has reached about 5.2 million, accounting for nearly 50% of the existing meters. The Corporation is striving to complete the installation of 100% of electronic meters by 2024.
The Corporation has digitized nearly 7 million power purchase and sale contracts, accounting for 75.5% of the total number of contracts that need to be transformed. It is expected that by November 2021, 100% of power purchase and sale contracts will be digitized.
Mr. Nguyen Phuoc Duc - General Director of Southern Power Corporation (EVNSPC ):
The need for participation by all employees
The main contents of EVNSPC's digital transformation in the field of business & customer services such as: transforming all forms of collecting electricity bills at home, collecting electricity bills directly at Electricity's facilities, etc., to the electronic payment form, non-cash form; providing electricity services in electronic form. At the same time, the hotline 1900.1006 and 1900.9000 of the Southern Power Customer Care Center is the main channel to provide the most complete information, guidance and give advice on all electrical requirements to customers. Customers are no longer worried about losing time and effort for electricity service requests.
In the coming time, the corporation will continue to apply digitalization in business and customer services, focusing efforts on conveying industry service information to all customers, helping customers to realize the benefits of efficient, economical power usage; at the same time, helping customers fulfill their commitments under the power purchase and sale contract, showing trust in EVNSPC's activities. In particular, each employee must be a propagandist, being capable of advising and guiding customers to install and use electrical services in electronic form on digital devices.
Mr. Bui Trung Kien - Deputy General Director of Ho Chi Minh City Power Corporation (EVNHCMC):
Digital transformation must be associated with meeting the legitimate needs of customers
The digitization process of EVNHCMC was implemented quite early. And we realize that there have been technologies applied a lot in the world, but when applied in Vietnam, it is necessary to choose the right time, in accordance with the technological level of society. Therefore, EVNHCMC both made and adjusted its suit with reality.
Up to now, we have opened many channels to interact with customers, not only on our website or call center but also via Zalo social network, EVNHCMC Customer Care App on mobile phones, Facebook and other modern, automatic communication channels. EVNHCMC is also coordinating with banks and intermediary payment organizations to pay electricity bills by scanning QR Codes, so customers do not need to manually enter information when making payment, but just scan the QR Code available on the electricity bill (or QR Code on electricity bill notice)
For new power supply to customers, the corporation has improved and shortened the procedure, recognized by Doing Business, contributing to the improvement of Vietnam's access-to-electricity index. EVNHCMC has also carried out the survey and design of works based on the application of Geographic Information System (GIS) to the stage of power supply through the medium voltage grid. This application has replaced the field survey, helping to reduce the time of direct survey at the customer's electricity purchase location, reducing the dependence on the customer's appointment schedule as well as reducing the inconvenience for customers.
Mr. Le Anh Duong - Deputy General Director of Hanoi Power Corporation (EVNHANOI ):
Digitization makes it easy for customers to access, participate, and monitor power
For many years, EVNHANOI has actively participated in digital transformation comprehensively with strong determination, soon realized the set goals and completed the tasks assigned by the Electricity of Vietnam.
In particular, to better meet the needs of customers, recently, EVNHANOI has launched a Customer Care Ecosystem and implemented the "New Summer" program, with the goal of better providing electricity services in the direction of simplicity and convenience for power customers. EVNHANOI's customer care ecosystem will be a channel to help people easily access, participate, and monitor the unit's power supply services. One of the most important things about the ecosystem is that people can monitor their family's power consumption amount anywhere, etc.
Not only creating favorable conditions for customers, but the implementation of online electricity services has also helped EVNHANOI improve labor productivity. Effective application of information technology and strong digital transformation is one of the important "levers" to help EVNHANOI make many achievements in innovation, improvement of the quality of business and customer services.