Mr. Pham Ngoc Thach
Reporter: In the PCI 2017 Report, power was ranked second in public services. How do you assess this result?
Mr. Pham Ngoc Thach: This is the second consecutive year the electricity services has remained this position, just after the telephone services. Notably, electricity services were rated “satisfied” by 74% of enterprises nationwide, while the figure was only 69% in 2016. Despite remaining the second position, the Power sector has surpassed itself over the year 2017 by improving the quality of services. Enterprises are very satisfied with the interrupted time of power supply that was dramatically reduced compared to 2016, and the rate at which customers receive notifications for cut off/reduced power supply is increasing.
The PCI 2017 report also assesses the positive change rate in the business environment. Access to power was assessed “good and very good” by 69.3% of the enterprises, ranking second in terms of good change among 11 areas of the business environment.
Reporter: Dear Sir, which is the most important factor that electricity services increasingly “satisfies” customers?
Mr. Pham Ngoc Thach: From the survey results, the first and most important factor to satisfy customers with electricity services is the increasingly-improved stable, uninterrupted and reliable power supply. Over the past years, the Sector has followed the direction of “service, serving”, deploying customer care in a more wholehearted and professional manner. It can be said that in the past time, the Power sector has been considered as a “monopoly” sector, but it has positively and actively developed a dynamic, customer-friendly image, progressive spirit, with the co-operative spirit full of service-serving faith.
EVN has effectively applied the information technology in the field of business - customer services, at the same time, simplified procedures, renovated business processes. These are the main factors helping the Sector gain its successes in business and customer services. However, it is necessary to emphasize that there is a large “spare ground” to improve the quality of customer services, the Sector needs to continually innovate itself.
Reporter: So what do you think the Sector must do to improve their quality of customer services?
Mr. Pham Ngoc Thach: EVN should keep promoting such works as renewing the business image, changing the services mode. Additionally, the Sector should actively coordinate with ministries, branches and local authorities, act as the co-coordinating body to remove difficulties for customers, especially in access to power.
EVN should keep on maintaining the survey of customer satisfaction. However, the Sector needs to more clearly identify its customers, thereby correctly and exactly meeting the needs of each customer group, segment. For example, among corporate users, the demand for electricity services by large enterprises will be very different from that of small and medium ones. In the coming time, VCCI will support EVN to conduct a survey on satisfaction level of corporate users to work out appropriate solutions for reality, enabling EVN to further improve its quality of customer services.
Reporter: Thank you for your time!
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- The PCI has been developed by the corporation between VCCI and USAID since 2005.
- Scale: The largest-scale annual survey conducted at enterprises in Vietnam today.
- The PCI 2017 report is based on feedback from 12,000 enterprises, including:
+ Over 10,200 private enterprises operating in 63 provinces and cities.
+ Nearly 1,800 foreign-invested enterprises operating in 21 provinces and cities in Vietnam.
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