Hai Phong Electricity actively digitizes services

Applying digital transformation in management and operation of 110kV transformer stations.

Modernizing the power grid

One of the important solutions of Hai Phong Electricity is to modernize the power grid, moving towards a smart grid model. Currently, 100% of electronic meters are installed throughout the city, marking a turning point in the management and operation of the power system. Previously, recording electricity indexes depended on human resources, weather conditions, was time-consuming and could lead to errors, but now, thanks to electronic meters and remote measurement systems, data from meters is automatically transmitted to the control center via 3G or fiber optic networks. This helps Hai Phong Electricity continuously monitor the electricity usage situation in each area, detect abnormalities early and proactively adjust operations. The use of electronic meters not only increases labor productivity, reduces the risk of accidents but also ensures accuracy and transparency in recording indexes.

Mr. Dong Van Noi, Head of the Electricity Dispatch Department (Hai Phong Electricity) informed: “Hai Phong Electricity Company is operating remotely at 47 unmanned transformer stations. The remote power metering system uses 3G or fiber optic cable to collect data from customers' meters and directly send the parameters to the data center. At that time, the company will not have to spend time recording the calculation index but will completely do it via remote measurement”.

The unmanned corridor and substation surveillance camera system also helps to detect early risks of incidents, such as: leaning tree branches, foreign objects stuck on wires or heat sources, contributing to ensuring safety and stability for the city's power system.

Install electronic meters in remote metering.

Digitizing customer service

If grid modernization is considered the "foundation", then customer service digitization is the "face" of digital transformation at Hai Phong Electricity. Currently, 100% of level 4 online electricity services are provided to customers in the city. This means that people can perform most electricity service procedures such as: registering for new electricity supply, looking up bills, and making complaints online through the public service portal or Hai Phong Electricity website. Digitization not only brings convenience and reduces waiting time, but also helps improve transparency in processing records, reducing risks and confusion. In terms of customer approach and support, Hai Phong Electricity combines a variety of communication channels to serve all customers.

The Customer Care Center plays an important role as a bridge, receiving more than 142,100 requests in the first 9 months of 2025, from questions about electricity indexes to incident reports. Thanks to the automatic classification system, requests are transferred to the right unit in charge, shortening processing time. The customer care messaging system has sent more than 19.5 million messages notifying electricity bills and power outages, reaching a rate of 100%, demonstrating proactiveness and transparency in service.

Non-cash payment activities have also made great progress with more than 99% of customers paying via banks or electronic applications, making the collection of electricity bills safe, transparent and convenient. Customers can also directly look up the amount of electricity consumed in the past month on the "EVNNPC CSKH" application. This is a clear demonstration that digital technology is helping to create transparency between electricity buyers and sellers, while reducing errors in calculation and billing.

Mr. Nguyen Van Dung, in Ngo Quyen ward, said: “From the electronic meter, I monitor the daily electricity index, to the bill and automatic notification sent via text message, all are transparent and accurate. Through the customer care application, I can review the electricity consumption history, monitor the amount of electricity used each day to adjust my family's living habits. Paying electricity bills through banks or electronic applications has become a habit because it is both fast and safe."

As for Mr. Pham Van Thinh, in Le Thanh Nghi ward, he said that he only needs to turn on his phone to check the power outage schedule, look up problems or send support requests. These operations are all done quickly, helping to save time.

Not only changing technology, digital transformation also helps Hai Phong Electricity change its service mindset. Each solution implemented aims to improve service quality and increase the satisfaction of people and businesses. With the spirit of innovation and high determination, aiming at the goal of taking customers as the center, in the coming time, Hai Phong Electricity will continue to perfect digital platforms, modernize the power grid and improve the quality of human resources. These are important goals, aiming to ensure stable, safe and transparent electricity supply, creating a friendly and convenient service environment for people and businesses.

HUYEN TRANG

Source: https://baohaiphong.vn/dien-luc-hai-phong-tich-cuc-so-hoa-cac-dich-vu-528409.html