Digitization is the foundation for EVN to modernize its business and customer service

Digitization is the foundation for EVN to modernize its business and customer service

EPC SOLAR - 20h30 - 22/02/2020

Effective application of information technology (IT), strong digital transformation is one of the important "levers" to help EVN achieve many achievements in innovation, improving the quality of business - translation activities. Customer Service (Customer Service). In the next phase, digitization will also continue to be the foundation for the Group to "break out" in this area.

Benefits of customers That is the goal for EVN to strongly apply IT in business - service science, according to EVN Deputy General Director Vo Quang Lam. In the process of applying IT and digital transformation, EVN sets out the most feasible implementation plans, selecting specific practical and practical tasks, the fields of digital transformation that can be effective immediately to focus. rollout. In 2019, EVN has completed the supply of electronic contracts to customers. This is an important step, marking the Group perfecting the supply of 100% electrical services electronically in all operations. The "virtualization" of communication between the electricity industry and customers has facilitated and saved time and costs for customers, as well as promoting the openness and transparency in electricity services. In particular, EVN has completed the integration, providing 12/12 level 4 electricity services on the National Public Service Portal (dichvucong.gov.vn). "This is a strong mark of the Group in customer service, towards the provision of services without meeting between customers and employees, improving transparency in transactions." - Prime Minister Nguyen Xuan Phuc noted at the Conference on summarizing the work of 2019, implementing the 2020 task of EVN. In addition, customer care activities are also effectively implemented by Customer Care Centers through: call center, website, customer care app, social network, ... Information on consultation and resolution, meeting requirements on electrical services of customers are deployed promptly. Some units have been quick to apply artificial intelligence (AI) - achievement of Industry 4.0 into customer care. For example: Customer Care Center of Ho Chi Minh City Power Corporation. Hanoi uses chatbots to answer customers via Facebook messages, Center of Customer Care Center Central Power Corporation uses "text to speech" technology to perform automatic customer answers via 19001909 switchboard, ...

EVN announced the supply of electronic contracts, on 12/12/2019

Continue to digitize business activities - Customer Service In the period of 2020 - 2025, EVN aims to "digitize business activities - Customer Service" to electronicize transactions between EVN and customers; Personalize the care to each customer. Accordingly, EVN will continue to improve and perfect the quality of online power services at level 4; promote transactions electronically; electronic electric trading contract; digitizing the signed electricity trading contracts; improve the rate of non-cash payment ... EVN will also apply IT and solutions to encourage the development, management of rooftop solar power, promote power saving programs, adjust load adjustment ... At the same time, study IT applications. in providing information and solving customer requirements, enhancing timeliness, saving customers' time.

EVN will promote connection and supply of electrical services on the National Public Service Portal

Right in 2020, EVN assigns Telecommunications and Information Technology Company (EVNICT) to continue to adjust and supplement the functions of the Electricity User Management Information System (CMIS 3.0) to meet the New business requirements. The Group will also study to build a mobile version for customer development, as well as improve the management of the Sales-Customer Service division. In particular, EVN will focus on promoting the connection of electrical services on the National Public Service Portal; supervising and alerting the process of handling customer service requests, ensuring service quality. Thereby, practically contributing to the ministries, localities, other economic groups throughout the country to realize the goal of building an e-government, towards a digital economy, serving the people everyday. more convenient. Source: EVN.com.vn - February 21, 2020