Over the years, EVNHANOI has continuously applied the achievements of the 4.0 industrial revolution and digital technology to its business and customer services, thereby gradually modernizing this field, creating publicity, transparency and helping customers easily access electricity services.
If in 2012, EVNHANOI provided the first digital platform in customer service, the Customer Care website cskh.evnhanoi.com.vn, up to now, customers can use electricity services anytime, anywhere and continuously 24/24h through online transaction channels such as: EVNHANOI App, EVNHANOI website (evnhanoi.vn), EVNHANOI page on Zalo application, automatic response chatbot integrated on Facebook messenger platform, text messaging service to query electricity information via number 8088, National Public Service Portal (http://dichvucong.gov.vn)...
EVNHANOI's electricity services are digitized on platforms.
Now, with just “1 touch” on a smart mobile device, customers can look up and manage all information about electricity, from meter reading schedules, power outage schedules, to being able to send requests and monitor the progress of electricity services right on the application such as new electricity supply services, electricity purchase and sale contract services (signing, changing, adding information, ...); services on metering equipment (checking, testing).
EVNHANOI customer care ecosystem.
With the advantage of being the leading political , economic, cultural and scientific center of the country, along with a synchronous, complete and modern telecommunications infrastructure and the people's technological acumen, up to now, EVNHANOI's digital transformation of Business & Customer Service has brought many encouraging results: The rate of level 4 online electricity services provided to customers reached 100%; The rate of work records in the field of Business & Customer Service processed in the network environment electronically reached 100%; Digitization of records and contracts for purchasing household electricity with new customers by providing electronic electricity purchase contracts reached 100%, customers paying electricity bills without cash reached 100%.
Customers can use electricity services anytime, anywhere and continuously 24/7.
In addition, the deployment of 100% remote electronic metering system for customers at EVNHANOI also shows a rapid change in the approach to management and operation of the power system, from converting manual models to semi-automatic and automatic models in data collection to processing and analyzing the obtained data.
Thanks to the successful exploitation of data from remote meters along with the development of applications on mobile devices such as the EVNHANOI App, a major breakthrough has been made in the capital's electricity industry. Accordingly, customers can not only clearly understand their electricity consumption, reduce unnecessary doubts and questions about electricity indexes and electricity bills, but can also proactively monitor their electricity usage, thereby adjusting their electricity usage methods in a more economical and efficient way.
Super convenient when using EVNHANOI App.
Not only creating favorable conditions for customers, the digitalization of electricity services has helped EVNHANOI improve labor productivity. Previously, when providing services to customers, electricity employees had to submit paper documents to various levels of approval, which took a lot of time. Currently, all stages are performed online, with superiors approving with electronic signatures.
This saves staff time and speeds up the process of resolving customer requests. Not to mention, approving requests on the electronic system also contributes to cost optimization.
In the coming time, to complete the goal of digital transformation and improve the reliability of power supply, EVNHANOI will mobilize all resources, maximize the application of information technology, build the image of a modern and smart electricity industry with more convenient services to serve customers.
Bao Anh
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