Nghe An Electricity Company: Promoting the application of digital technology, improving service quality and customer care
(Baonghean.vn) - With the motto "Taking customers as the center", the Electricity industry in general and Nghe An Electricity Company in particular have made a strong shift from the mindset of "pure electricity supply" to "providing electricity services".
In recent years, in addition to ensuring electricity supply for socio-economic development and people's daily life, Nghe An Electricity Company has always identified business and customer service (KD&DVKH) as the key factor determining the sustainable development of the enterprise.
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| Quy Hop Electricity workers introduce and guide customers to install applications to use online electricity services. |
Accompanying the basic goal of completing digital transformation by 2022 and creating the premise for operating according to the digital enterprise model by 2025 of Vietnam Electricity Group, Nghe An Electricity Company has fully exploited the application of information technology in business and customer service, bringing many benefits to electricity customers.
Currently, Nghe An Electricity Company is applying electronic invoices to 100% of 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.
Through these platforms, customers can access electricity services anytime, anywhere with just a click or operation on their mobile phones, helping customers save time and 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.
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 one-time passwords (OTP) via text message or email; thereby, maximizing the utility experience for customers (in the first 8 months of 2022, the Company has performed 26,764 electricity services electronically out of a total of 26,883 services, reaching a rate of 99.56%).
In the first 8 months of 2022, the entire Company received and resolved the provision of electricity services on the National Public Service Portal: 14,768 requests, out of a total of 26,883 requests, reaching a rate of 55%; Providing level 4 electricity services, performing 26,989 services, out of a total of 27,075 services, reaching 99.68%; customers using electricity supply services via the network environment (Web/Email/App/Zalo/Viber...): 16,894 requests, out of a total of 30,199 requests, reaching a rate of 56%.
Ms. Tran Thi Thoa in Block 14, Ben Thuy Ward, Vinh City shared: “In recent years, I have seen many positive changes in the Electricity industry in customer care as well as providing electricity services. Online electricity services have brought many conveniences to customers like us. Previously, to register for new electricity use, I had to go directly to the Electricity transaction office 2-3 times to do the procedures, but now I can register via phone with internet connection, saving travel time, printing costs, notarization of documents... Especially, the service of providing and installing wires behind the meter for customers is very convenient and the cost is paid electronically, very transparently”.
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Install the customer care application of the Northern Power Corporation, customers can use online electricity services easily and conveniently. |
The practical benefits and transparency in production and business activities of online electricity services have been welcomed and highly appreciated by customers. Nghe An Electricity Company aims to utilize the power of digital technology and digital data to improve production and business efficiency, create new added value for the Company as well as for customers; constantly strive to improve service quality and provide better customer care.