Rate of electricity service request by customers via online channels and call centers increases by nearly 30% in March

In March 2020 only, the number of service requests by power customers via call centers and online channels reached more than 688,000 requests, an increase of nearly 30% compared to that of February 2020.

EVN encourages power customers to request electricity services via the National Public Service Portal (Illustrated photo)

Modern transaction channels of the Electricity sector are becoming trusted and supported by customers. Especially, in the complicated context of the COVID-19 pandemic, customers have increased their demand for electricity services via customer care center, the National Public Service Portal (NPSP), website, e-mail, customer care App., Zalo, Facebook, etc.

According to EVN’s Business Department, in March 2020, EVN’s power corporations have received totally nearly 745,000 requests for electricity services. Of which, 92.5% of the requests are performed through online and Customer Care Center (over 688,000 requests). Only 7.5% of the requests are received and served directly at electricity transaction offices.

In particular, for the transaction channel via the NPSP, EVN has achieved encouraging results. From the NPSP’s establishment date (9 December 2019) to early April 2020, there are more than 23,000 records processed successfully on the portal. In which, the number of requests for electricity services received and resolved by EVN has reached 12,700 ones, accounting for over 50% of the total records processed on the portal.

In order to serve customers through the internet, EVN has been continually innovating and modernizing its business and customer services over the past time. Since December 2019, the Group has provided 100% electricity services by the electronic transactions; at the same time, providing 12/12 level- 4 services on the NPSP.

EVN continuously promotes and encourages customers to request and perform transactions via online channels. At the same time, it is noticed to focus on customers’ experience, simplifying user interface on the website, applying Customer Care App., implementing administrative procedure reforms, etc. Especially, for the requests via the NPSP, customers can monitor the progress of service processing as well as promptly assessing and commenting on the service quality.

Throughout the Group, Central Power Corporation (EVNCPC) is leading on implementing and receiving electricity service requests on the NPSP.

By early April 2020, EVNCPC has handled over 8,000 requests on the NPSP, accounting for 62% of the total service records of EVN, equivalent to 34% the total records processed by the portal (more than 23,000 records).