Nghe An Electricity Company enhances digitalization of services, bringing many benefits to customers

The major change of Nghe An Power Company is from simply supplying electricity to improving the quality of electricity service experience and customer care. Thereby, the Business and Customer Service of PC Nghe An has shifted, focusing on increasing interaction with customers. Following the general direction of the Northern Power Corporation, the digital transformation goals in the field of Business and Customer Service at Nghe An Power Company are implemented with many positive solutions.

PC Nghe An's digital transformation in the field of Business and Customer Service includes 100% level 4 electricity services; electronic electricity purchase and sale contracts; electronic payment, development of online customer care channels such as: Customer Service Call Center, Customer Service APP on mobile phones, Customer Service Website via SMS, Zalo... providing all level 4 electricity services provided on the National Public Service Portal.

Customers install the Northern Power customer care APP to experience multiple utilities with just 1 APP.

Thereby, with these platforms, customers can access electricity services anytime, anywhere, without worrying about wasting time and effort on electricity service requests. The development from mechanical meters to electronic meters to remote electronic meters; innovation from manual reading, to automatic data collection on computers and then analyzing and exploiting electricity index data through applications and software, to improve accuracy; Converting the form of collecting electricity bills at home, collecting electricity bills directly at the customer communication rooms of Electricity... to the form of non-cash electronic payment... are "digital steps" that have helped PC Nghe An create fundamental changes in business and customer service.

Mr. Nguyen Xuan Loi, Deputy Director of PC Nghe An said: “With the goal of becoming a digital enterprise together with the Northern Power Corporation, PC Nghe An has promoted the application of information technology to digitize internal processes and transactions with customers, improve business management methods, increase production, business and customer service efficiency. Accordingly, the Company has increased the application of software in management and business activities such as applying electronic invoices; automatically recording electricity consumption indexes by replacing the mechanical electricity metering system with electronic meters with remote measurement features.

At the same time, Nghe An PC deploys the provision of online electricity services, including: New electricity supply, change of electricity purchase contract subject, change of registered information, extension of electricity purchase contract, change of electricity payment method, termination of electricity purchase contract, change of electricity usage capacity... Customers can operate on electronic portals such as the National Public Service Portal www.dichvucong.gov.vn, customer care website: https://cskh.npc.vn and customer care application via CSKH App... The implementation of digitalization of household electricity purchase contracts not only brings benefits to customers, but is also one of the steps for the electricity industry to concretize the goal of digital transformation. Accordingly, to sign a digital electricity purchase and sale contract, if the Customer agrees to the terms of the contract, the Customer only needs to enter the OTP authentication code sent to the Customer's mobile phone number on the website cskh.evnnpc.vn of the Northern Power Corporation to successfully sign the electronic contract.

Vinh City Electricity workers are stepping up the work of replacing mechanical meters with electronic meters and remote measuring devices.

Following the direction of the Northern Power Corporation on promoting cashless electricity payment, PC Nghe An has implemented many solutions to increase the rate of customers paying electricity bills without cash, such as: signing cooperation contracts with bank branches and intermediary payment organizations to create many convenient electricity payment channels for customers. Through local newspapers, radio stations, organizations, wards, communes... to promote to customers the practical benefits that the service brings; directly notify customers of cashless payment channels for customers to make payments.

As the province with the largest area in the country, in which mountainous areas account for 83% of the territory, rural areas and ethnic minorities are large, the implementation of non-cash payments faces many difficulties. However, with the efforts of the Company's staff, as of October 31, 2022, the rate of non-cash electricity payments in Nghe An province reached over 81%.

In the coming time, PC Nghe An will continue to apply digitalization to business and customer service, focusing on efforts to convey information about electricity services to all customers, helping customers access the utilities that the electricity industry brings. In particular, each officer and employee of PC Nghe An will be a propagandist, capable of consulting and guiding customers to install and use electricity services electronically on digital devices.