Convenient, civilized
In Hanoi, the widespread deployment of apps (applications) on mobile devices such as EVNHANOI, E-point has really created a new experience for electricity users. By successfully exploiting data from automatic remote reading meters, these apps have provided accurate electricity consumption data of each household on a daily basis. Thereby, users can have clear information about their electricity consumption, reducing needless doubts and questions, especially in the peak summer months. Applications that exploit automatic metering data have become a bridge for electricity buyers and sellers to understand and share with each other better.
EPoint application helps customers control electricity consumption every day
In Ho Chi Minh city, in 2021, Ho Chi Minh City Power Corporation (EVNHCMC) has delivered 100% of customer services online at level 4, the rate of requests for electricity services in electronic form reaches 99.50%. The duration to process procedures for power supply through medium-voltage 22kV grids is 3.18 days, 2.71 days shorter than that in the same period in 2021.
The Corporation has successfully completed its digital transformation targets in business and customer service. To date, more than 1.4 million customers have installed EVNHCMC Customer Care app, an increase of more than 305,000 customers compared to 2020. EVNHCMC has put into operation the call identification system - Brandname, helping manage calls to customers for solving electricity service-related problems, contributing to reducing the impersonation of the power sector.
The Corporation has built and deployed a multi-channel call center in receiving requests and taking care of customers; upgrading the application of EVNHCMC Customer Care with many advanced utilities and user-friendly functions; adding an automatic reply feature (chatbot) to the customer care website.
In 2022, the Corporation will further promote digital transformation in business and customer services, keep on well-performing the electricity access work, energy audit, promoting communication by providing an experience program for customers to access electricity services in electronic form.
“More than just saving 10 million sheets of paper”
Mr. Vo Quang Lam, Vice President of Vietnam Electricity, said that EVN is currently supplying electricity to 29.5 million customers, of which 50% of customers have electronic meters with automatic meter readings. Since 2012, EVN has used e-invoices and now the Group has issued nearly 400 million e-invoices each year.
EVN has provided electricity services equivalent to level 4 public services. By the end of 2021, 51.28% of transactions of people and businesses on the National Public Service Portal are of services of the power sector; 99.66% of electricity service requests are addressed via Internet channels, customer care centers, public administration centers.
In the near future, EVN will automate the receiving and processing of customer requests (illustration image).
To create convenience for customers, EVN has connected with 14 banks and more than 40 intermediary organizations, helping customers in all parts of the country, from Ca Mau to Ha Giang, to pay electricity bills anytime, anywhere. EVN has applied AI technology in customer care - Chatbot.
Recently, EVN has connected electricity services with the national database on population and connected electronic invoices with the General Department of Taxation. “At that time, the customer only needs to send a request to the power sector, the staff will connect to the national database, use the customer's information to execute the power supply contract and have it signed with digital signature CA or OTP code. The payment will be made online. Each year, there are about 1 million power supply contracts in the whole EVN, one contract has about 10 sheets of paper, thereby EVN can save 10 million sheets of paper per year. In fact, by digital transformation, benefits brought to customers and EVN are much greater than that.
In the coming period, EVN will build a common customer care platform for the whole Group, providing customer care services towards "personalization" and creating a comprehensive and consistent customer experience.
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“EVN aims at electricity services smart, convenient and suitable to customers' conditions. The interests and satisfaction of customers come first. Not only providing customer services on a professional and digital technology platform, but EVN also aims to become a leading state-owned enterprise in Vietnam, providing customers with experiences in line with international standards.”
Mr. Nguyen Quoc Dung – Director of Business Department of EVN
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