Nghe An Electricity Company: Enhancing cooperation, towards a sustainable development future

In recent years, with the increasingly rapid economic growth, customer expectations for electricity quality, service quality and increasing demand for electricity, thanks to the effective implementation of customer care services according to the motto "easy to access - easy to participate - easy to monitor", Nghe An Electricity Company has created a clear change in improving the quality of electricity supply services.

Vinh City Electricity Company fixes power problems after natural disasters. Photo: Quang An

Vinh City consumes about 1/4 of the province's electricity output, with over 85,200 customers. The city is increasingly developing with many apartment buildings, shopping malls, hotels, restaurants... the demand for electricity is increasing, especially during peak summer months, holidays and Tet.

When asked about the quality of electricity in their area, residents of Tan Tien block, Hung Dung ward said: “Previously, the whole block had only one transformer station, so it was often overloaded. Now, an additional transformer station has been added, so the electricity supply is stable. Currently, the power line system and electricity meters are also neatly arranged, so safety is very high.

The service attitude of the electricity workers is also very innovative and friendly. Whenever there is an incident or problem, the people call and the staff is there to handle it promptly, with a cheerful attitude. It can be said that the service quality of the electricity industry has recently improved significantly, meeting the requirements of electricity customers.

Mr. Trinh Phuong Tram - Director of Nghe An Power Company said: "Only by gaining the trust of customers can the Company create its position. That is the respect and responsibility of each officer and employee in the process of innovation and construction of Nghe An Power Company".

Mr. Trinh Phuong Tram spoke at the 2018 cultural exchange and dissemination program.

To achieve that goal, in 2018, power units in Nghe An simultaneously implemented the following activities: Coordinate with state management agencies and power units in the area to effectively implement the program to renovate and upgrade the power system of schools in remote areas;

Implement the urban beautification program and 5S power grid: Clean and beautify power lines at Power Companies; coordinate with Banks that have signed electricity bill collection service contracts to organize promotional programs, encourage customers to pay electricity bills through Banks; apply customer care applications on smart mobile devices; ensure the correct time for answering customer questions and complaints; improve service spirit and attitude towards customers, cultural behavior when interacting with people...

Leaders and employees of Nghe An electricity industry exchange and share experiences. Photo: Tien Hung

According to the leaders of Nghe An Power Company, one of the factors towards increasingly perfect customer service is corporate culture. In 2018, Nghe An Power Company focused on training on corporate culture for management staff, aiming to innovate leadership style in activities, enhance the connection between employees and leaders in the implementation of comprehensive completion of production and business targets and plans...

Checking and repairing power lines swept away by floodwaters in Tuong Duong. Photo: Tien Hung

Nghe An Electricity Company is twinned with Xieng Khouang Electricity (Laos).

Recently, on December 21, 2018, Nghe An Power Company held a Customer Appreciation Conference with the theme "Enhancing cooperation, towards a sustainable development future". The conference is a special event of the year for the Company to express its gratitude and also an opportunity for the Electricity industry to meet, exchange, and share with customers new issues and difficulties so that both sides can cooperate and increase exchanges to find a common voice for sustainable development.

At this conference, Mr. Nguyen Xuan Loi - Deputy Director of Nghe An Electricity Company said:“We hope that with the spirit of innovation, with the philosophy that customers are the center of development and existence, Nghe An Electricity Company will become a unit with a team fully equipped with knowledge of corporate culture, well meeting the service needs of customers, providing adequate and quality electricity and building a customer care system on many smart, convenient, friendly and reliable channels”.

In that spirit, at this customer appreciation conference, leaders of Nghe An Power Company and customers discussed and analyzed the results achieved, limitations, difficulties and problems in the past year. Together, they discussed and proposed solutions to improve the effectiveness of coordination and cooperation in production and business in the coming time.

In 2018, Nghe An Electricity Company has made a clear change in customer care and service quality improvement, associated with enhancing the Company's brand image, by reviewing and amending processes and regulations towards simplicity, transparency, and openness of procedures, shortening internal processing cycles, reducing hassles, and creating maximum convenience for customers when requested. Thanks to that, the electricity access index has been continuously improved, with household electricity supply for customers reduced to less than 3 days; non-household electricity supply averages 5.9 days.

Attending and speaking at the conference, comrade Huynh Thanh Dien - Vice Chairman of the Provincial People's Committee highly appreciated the achievements of Nghe An Electricity Company in recent times:“The province highly appreciates the contributions of the electricity sector. Although Nghe An Electricity faces many difficulties because it is the largest province in the country and is divided by mountains and hills, the company has overcome difficulties to complete its tasks and provide regular electricity to the people.”

The Vice Chairman of the Provincial People's Committee also requested that Nghe An Electricity sector continue to promote its achievements, ensuring sufficient, regular and quality electricity supply for customers.

In 2018, the Company's commercial electricity reached 3,113 billion kWh, up 10.9% compared to 2017, revenue reached 5,200 billion VND, up 15% compared to 2017. In particular, the total construction investment in the past year of the electricity industry in the area was nearly 500 billion VND; receiving and solving new power supply for 152 medium-voltage customers and 22,000 low-voltage customers. The total number of customers the company is managing as of December 20, 2018 is 955,000 customers. Regarding rural electrification, as of December 2018, 100% of communes and 98.6% of rural households have used electricity from the national grid....