Standardize information to improve the quality of electricity supply services

PC Quang Tri workers update images of meters and low-voltage poles on the scene collection program - Photo: LK

Since 2021, implementing the theme of Vietnam Electricity Group (EVN) "Digital transformation in Vietnam National Electricity Group", realizing the great benefits from applying digitalization as a "lever" in production-business and customer service, PC Quang Tri has actively implemented the digital transformation plan of EVN and EVNCPC, drastically accelerating the electronicization of the power system and the power grid automation program.

After a period of implementing digital transformation with the benefits it brings, it has met all aspects of production and business activities well. The construction of systems to control data such as business, customer service, power system reliability, improve management efficiency, labor productivity, and meet the increasing needs of customers has ensured safe and stable operation of the information technology and telecommunications infrastructure exclusively serving production and business.

Up to now, the IT infrastructure provided to the unit has met the meeting and learning needs of the staff and workers in the whole company. Implementing solutions to ensure information safety and security for IT and OT infrastructure; promoting the deployment of systems to serve production and business. These are also the digital transformation tasks that PC Quang Tri has set and implemented, which have been highly appreciated and replicated by EVNCPC.

Implementing good management of information cables hanging on electric poles and revenue exceeding the assigned plan. In particular, agreeing with cable hanging partners to self-renovate has saved the company more than 1.1 billion VND. Currently, PC Quang Tri is implementing a trial at a number of transformer stations (TSAs) in the central area of ​​Dong Ha city, from which to gain experience and expand to other areas. The work includes re-marking the pole nameplates, low-voltage pole numbers (nearly 10,000 locations) according to the established diagram. Using the field collection program to update the images of the TSAs, low-voltage poles, and customer meter images on the program.

After completion, the substation code, line code, and low-voltage pole number will be updated to the CMIS program to ensure data consistency between field information programs, Spider, OMS, etc. Good customer information management not only improves service quality but also creates a solid bridge between the power supplier and the electricity customer. In addition to practical benefits for customers, it also provides information to help the power supplier better understand the needs and desires of customers. Thereby improving and enhancing service quality, ensuring customer satisfaction.

In the process of production and business activities, PC Quang Tri always considers customers as the center. All activities related to electricity supply aim to bring optimal value and benefits to customers. These benefits are reflected in many factors, including the reliability of electricity supply, the process of installing new meters; connection procedures and acceptance of works; communication attitude as well as the time to receive and process information when customers have complaints or requests for support for power grid problems.

In fact, to achieve high efficiency in customer care, the first important factor is to manage and standardize customer information accurately and completely. This has helped to resolve complaints and support customers quickly and accurately, avoiding the situation where customers have to provide information multiple times.

The process of exploiting information on application software to process requests on CRM forms or when executing forms and work orders shows that customer information often fluctuates and changes due to the continuous development and expansion of the power grid system. Fluctuations in customer information have direct impacts on the management and operation of the power grid.

Therefore, to effectively exploit shared software and accurately update information from the field, PC Quang Tri has developed a deployment plan to its affiliated units regarding the standardization of customer databases.

Standardizing customer information is necessary to improve operational efficiency and service quality. Along with building a tight workflow and ensuring timely data updates will help PC Quang Tri manage work more effectively.

Lam Khanh

Source: https://baoquangtri.vn/chuan-hoa-thong-tin-de-nang-cao-chat-luong-dich-vu-cung-ung-dien-192945.htm