Identifying digital transformation as an inevitable trend, from 2015 to present, Nghe An Electricity Company has gradually implemented digitalization in the business and service sectors. The quality of electricity supply to customers has been greatly improved in enhancing the reliability of electricity supply and shortening the duration of power outages. Electricity services are being thoroughly and comprehensively "digitalized". At the distribution stage, customers can request electricity services from anywhere. Meanwhile, at the production and business stages, the use of artificial intelligence (AI) is also being promoted by Nghe An PC.
Mr. Bang Hong Hien - Director of Nghe An Power Company said: "To implement the goal of digital transformation to improve the method of corporate governance, increase the efficiency of production, business and customer service, Nghe An Power Company focuses on key areas such as: Corporate governance, technical management - safety - automation, business - customer service, construction investment management and telecommunications - information technology. The company has been building a smart grid system, standardizing customer information, 110kV transformer stations for remote monitoring and control without personnel. Thereby, helping to improve the reliability of power supply, reduce the rate of power loss, increase labor productivity and customer satisfaction with the service. Aiming to take advantage of the power of digital technology and digital data to improve production and business efficiency, creating new added value for the company as well as for customers...".
Responding to the digital transformation trend, PC Nghe An not only focuses on training to improve professional qualifications and apply information technology for officers and employees, but also increases the quality of management and operation of the power system on a digital platform. Up to now, PC Nghe An has digitized all data, records, equipment history, construction works, customer records, payment data, human resource management, planning work, etc. through the use of shared software (CMIS, IMIS, ERP, PMIS, GIS, MBA Management, HRMS, etc.). Digitize all business processes according to the following work areas: Engineering - Safety; Business - Customer Service; Finance and Accounting; Planning, office management, human resource organization, construction investment, bidding management, inspection, etc. to improve the electricity access index and improve the power supply cycle.
One of the outstanding works is that PC Nghe An has increased the application of smart technology in repairing and installing hot lines, aiming to reduce downtime and power outages... This contributes to increasing customer satisfaction with existing services of the Electricity industry.
With the desire to bring convenience to customers, PC Nghe An constantly increases the application of technology in business and customer service. The unit is implementing the application of 100% electronic invoices for customers, 100% of level 4 electricity services; electronic electricity purchase and sale contracts; electronic payments, developing online customer care channels such as: Customer care switchboard, Customer care app on mobile phones, Website for customer care via SMS, Zalo... providing all level 4 electricity services provided on the National Public Service Portal. Thereby, with these platforms, customers can access electricity services anytime, anywhere, just by clicking the mouse or operating on mobile phones, helping customers save time, travel costs, and being able to access the electricity service provision process clearly, publicly, transparently and monitor the implementation process of the Electricity industry.
Customers just need to log in to the customer care website of Northern Power Corporation:https://cskh.npc.com.vn/or install the Northern Power Corporation's customer care app on your smartphone (on both Android and iOS operating systems, type the keyword "Northern Power", select the "EVN NPC" application and click install) to perform: Register for new power supply, services during contract implementation, pay electricity bills, look up information, look up electricity output, report power outages and repair electricity, support to answer questions...
Customers can log in on the National Public Service Portal:https://dichvucong.gov.vnto register to provide electricity services via medium/low voltage grids and pay for electricity services on the National Public Service Portal, creating convenience for customers and increasing transparency in transactions.
Up to now, the entire process of providing electricity services to customers has basically been carried out electronically. With the implementation of electronic contract documents, customers can register and perform all electricity services anytime, anywhere, including payment, without having to go directly to the Electricity Company. With the provision of electricity services electronically, electricity customers can sign electronic documents by receiving a one-time password (OTP) via text message or email; thereby, maximizing the convenience experience for customers.
To effectively implement digital applications, PC Nghe An directed the Electricity Departments of districts, cities and towns to pay attention to arranging human resources, properly handling customer care at each unit, promptly receiving and quickly handling power outages as well as requests to look up information about electricity bills... of customers.
The simultaneous deployment of many solutions in the digital transformation process has contributed to "Safe, flexible and effective adaptation" in production and business, while at the same time, demonstrating the mark of the Electricity industry with the motto "Taking customers as the center of all activities", aiming to become a digital enterprise by 2025!
