Hai Duong Electricity transforms digitally, improving service quality

Care via app

These days, Thanh Mien Power Company is directing its staff to meet each customer to promote, mobilize and guide customers to install the EVNNPC CSKH application (Customer care application of the Northern Power Corporation). Many customers who understand the utility of the application have happily installed accounts to proactively monitor meter readings, power outage notification schedules, compare household electricity usage, etc.

“Through the electricity customer care application, I can regularly monitor and check my family’s monthly electricity consumption and pay my electricity bill. This application is easy to use and has many utilities,” said Ms. Nguyen Thi Phuong Thao on Nguyen Luong Bang Street, Thanh Mien Town.

Thanh Mien Electricity currently has over 3,400 customers who have installed the application, making it one of the localities with the highest number of customers installing the application. Through this application, customers only need a few operations on their smartphones to be able to perform all electricity-related requests and procedures such as looking up monthly electricity bills, paying electricity bills online; receiving notifications of power outage schedules, meter reading schedules; viewing detailed electricity prices, reporting power outages, requesting online electricity repairs, etc.

Mr. Dao Quang Quan, Deputy Director of Thanh Mien Power Company said: “This customer care application helps the unit serve customers better because all information is transparent and public. Information between the unit and customers is often interactive and exchanged, services will be faster and more convenient”.

As of October 8, the entire Hai Duong Electricity One Member Co., Ltd. had nearly 20,000/637,000 customers installing the EVNNPC CSKH application on their smartphones.

Standardize information for easy reference

Since last July, Hai Duong Electricity One Member Co., Ltd. has been standardizing information with the goal that by 2024, all information about electricity customers under the management unit will be reviewed, updated and standardized on the Customer Information System with the National Population Database. From now on, in addition to the two ways to access electricity services through the EVNNPC CSKH application and the Online Public Service Portal, customers will have an additional channel to look up and use electricity services on the VNeID system.

With about 97,200 customers, Hai Duong City Power is the leading unit in the province in terms of the number of electricity customers. To verify information, Hai Duong City Power must concentrate its forces to complete this target. Currently, the unit has deployed to professional teams and groups on implementation measures, and about 10% of customers in the city have had their information verified. "We have collected the citizen identification number of each customer, then verified the information on the electricity customer system with the National Population Database to match the information. For inaccurate information, Hai Duong City Power will liquidate and re-sign the contract to standardize customer information," said Mr. Nguyen Duc Tin, Head of Service Business Team No. 2 of Hai Duong City Power.

The national population database is an electronic information system that manages basic information of all citizens, which is built and managed by the Ministry of Public Security. The provision of photos and citizen identification cards of customers is completely confidential by Hai Duong Electricity. However, the situation of fraud in cyberspace has led to customers' fear of providing information, which has made it difficult for the electricity industry to carry out reconciliation.

Currently, Hai Duong Electricity manages the information of more than 630,000 electricity customers. As of October 8, about 10% of customers have had their information checked, updated and standardized on the subject of the electricity purchase contract. Hai Duong Electricity strives to complete the checking of customer information on the National Population Database in 2024.

Changes in customer care activities will contribute to Hai Duong Power Company effectively realizing the goal of turning Vietnam Electricity Group into a digital enterprise by 2025...