Sharing this working approach, Mr. Nguyen Van Ly, Deputy General Director in charge of business of Ho Chi Minh City Power Company stated that the Company has opened a lot of channels to facilitate the customers’ access to the Company such as customer service call office (1900.545454), website, email and applications on mobile phones to better serve customers.
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EVNHCMCPC’s employee is working with customer on power supply service
Given the above mentioned working approach, customers are able to require power connection, specialized transformer installation, inquiring on electricity tariff, bill payment methods, being advised on electricity saving – safety, being informed of electricity outages, or other consultancy services.
Via the call office 1900.545454, customers are able to inquire on service responding progress. All the calls are saved and reported to the Company’s leaders. At offices of the Company’s leaders, online monitors are placed to monitor service response progress. After customer services are responded, the call office will call to take note satisfaction degrees of customers. In 2016, the call office implemented 42000 such calls and more than 99% of the customers showed their satisfaction.
* Journalist : A big concern of the people and enterprises is planned outage timetable, how is this information disseminated? How is it monitored?
Mr. Nguyen Van Ly: Planned outage timetables are publicly shown in the mass media and on the website of EVNHCMCPC, via Zalo, etc.
As for enterprises, planned outages are normally informed one week in advance. As for enterprises in industrial zones – export processing zones particularly, notifications of planned outages are given one month in advance. In case enterprises have specific inquiries, the Company plans its outage schedule to fit production activities of enterprises.
Regarding unplanned blackouts, it is regulated that notifications of blackouts should be given to customers within 24 hours, but in reality the Company sends messages to customers right after failures occur although reasons for such blackouts are not yet defined. In 2017, the Company will shorten its planned outage time, i.e. every nine months electricity will be cut in one feeder and the outage time will be not over 5 hours.
* Journalist : Are the assessment of services, particularly online services, objective?
Mr. Nguyen Van Ly: Every year, according to EVN’s regulations, five Companies employ independent monitoring consultants to assess service quality, customers’ satisfactions. In Ho Chi Minh city, we have performed such assessments ever since 2013, accordingly we gained 7.85 point in 2013, 8 point in 2015 and 8.16 point at present. Via surveys in countries in the region, this point is the highest one. Customers make their assessments via Happy Face monitors placed at power branches, with indicators on attitudes, procedures, spaces achieved higher than 99.9%.
* Journalist : Do you think that your Company satisfies with the above-mentioned figures?
Mr. Nguyen Van Ly: We are moving forward to perfection of online power service. Last year, only 1.17% of customers come to the office for face-to-face transactions, the remaining was conducted via online channels. At present, customers only need to take photos of all relevant documents and send to the Company via internet.