Thanh Hoa Electricity Company improves business efficiency and customer service quality

Since the beginning of 2025, Thanh Hoa Power Company (PC Thanh Hoa) has made its mark in the business of Power Services and promoted the application of digital technology in management, operation and customer care. In the context of increasing demand for electricity and service requirements, this result affirms the determination of the staff and employees to maintain and enhance the position of the unit in the Northern Power Corporation.

Workers of Thanh Hoa High Voltage Power Grid Enterprise (PC Thanh Hoa) check the operation of equipment at the 110kV substation before putting it into operation under the unmanned model.

In July 2025 alone, electricity service revenue reached 121% of the plan, profit completed 139% of the plan. In the 7 months, the total revenue of the Company reached 70.9% of the yearly plan, profit reached 82.7%. Many units have made outstanding progress, such as the Quan Hoa Power Grid Management Team, which has fully completed the yearly plan; Thieu Hoa, Tho Xuan, and Trieu Son units all achieved over 70% of the yearly plan. Service types continue to contribute positively, with the installation and repair service of wires after the meter serving 1,831 new customers in July, and in the 7 months, there were 24,653 customers using the electricity industry's package service, with revenue accounting for about 50% of the total revenue of the entire unit. In addition, services such as grid lease operation management, electrical testing, construction, asset repair, hotline, cable termination, supervision consulting... also contribute significantly to total revenue.

Customer care work is deployed synchronously with 100% of the Electricity services provided online at level 4; the rate of non-cash payments reached absolutely 100%, of which 81.5% were made via the Customer Care website. Up to now, the whole Company has had 260,000 customers installing and using the Customer Care application (App), in just 7 months of 2025 alone, 95,548 customers were developed, reaching 54.65% of the plan assigned by the Corporation. Thereby contributing to bringing many utilities such as looking up bills, daily/monthly electricity consumption, sending online requests... The Customer Care Center received 13,238 requests in 7 months, of which power outage handling accounted for 27.83%, recommendations and proposals accounted for 23.23%, all were resolved promptly, ensuring customer satisfaction.

Workers of the Hac Thanh Regional Power Management Team install electronic meters for new development customers.

Along with business results, PC Thanh Hoa has strongly deployed advanced digital technology solutions, contributing to improving management and operation efficiency. All 31/31 unmanned 110 kV transformer stations have been remotely controlled via the SCADA system; more than 500 medium-voltage switching devices have been connected to the Control Center; the DMS/DAS system on 34 medium-voltage loops allows automatic analysis of operating methods, quick isolation of fault points and re-energization within minutes. More than 854,000 remote electronic meters have replaced almost all mechanical meters, helping to record readings remotely, reducing millions of kilometers of employee travel each year, thereby saving fuel, reducing emissions and improving power supply reliability.

The application of digital transformation in the work of Document and Archives has significantly contributed to saving costs, time and improving management efficiency by limiting the use of paper documents as before.

Business data and processes are also fully digitized, including technical records, equipment history, customer records, payment data, human resources and planning; technical, business and financial processes are all operated on digital platforms such as CMIS, PMIS, ERP, HRMS, DOFFICE. The company also promotes the application of artificial intelligence, training staff to use tools such as ChatGPT, Copilot 365, Gamma, Canva, Sora to optimize workflow, text editing, data analysis and task automation, helping to save time, reduce printing and use resources effectively. The rooftop solar power monitoring and control system is put into operation, optimally exploiting renewable energy sources, reducing peak hour pressure, saving costs and contributing to green energy transition.

With the foundation of outstanding results and sustainable development orientation, in the coming time, Thanh Hoa PC will continue to affirm its pioneering role in innovation, improving power quality, meeting digital transformation goals, committing to reducing greenhouse gas emissions and providing a stable and safe power source, bringing satisfaction and complete trust to customers.

Hung Manh - Ngoc Huyen (PC Thanh Hoa)

Source: https://baothanhhoa.vn/cong-ty-dien-luc-thanh-hoa-nang-cao-hieu-qua-kinh-doanh-chat-luong-dich-vu-khach-hang-258545.htm