Aiming for sustainable development and better serving customer needs, Phu Tho Power Company constantly improves service quality, implements process improvements, promotes digital transformation, expands customer care channels, brings the best experience, and aims for customer satisfaction.
Doan Hung Electricity staff guide and answer customers' questions about electricity services.
To make it easier for customers to access care services and answer questions about electricity usage, Phu Tho Power Company focuses on innovating and improving the quality of services. The company has deployed electricity services through online transactions; implemented text message notifications of electricity services via SMS, email, and Zalo application. In 2024, the company sent over 10.7 million text messages to customers, promptly informing customers about electricity bill notifications, temporary suspension and reduction of electricity supply, and customer care information.
Regarding customer service targets in 2024, the Company will provide new electricity to 11,030 customers, with the average processing time lower than the regulations. The Electricity Industry coordinates with banks and intermediary payment channels to deploy many electricity bill collection services; widely promote customer care hotlines to people. This is a step forward for the Electricity Industry in bringing electricity services closer to customers through technology platforms, increasing transparency in operations. To date, the rate of customers paying electricity bills without using cash has reached 95.5%; of which through banks accounts for over 50%; through e-wallets accounts for over 45%.
The company also promotes the application and innovation of technology in production and business, and electronic transactions are enhanced with a variety of services. Currently, 100% of new electricity contracts and electricity services are performed electronically, connecting 100% of electricity services on the National Public Service Portal.
In particular, in 2024, the Company will promote the reconciliation of information on electricity purchase contract subjects with the National Population Database to improve management and operation efficiency, increase accuracy and transparency in information management, and improve customer service. Standardizing customer information on the management system helps customers feel more secure when using the service and creates conditions for the unit to manage better, improve productivity and work efficiency.
Doan Hung Electricity is managing and selling electricity to over 37,000 customers. Mr. Nguyen Manh Hung - Deputy Director of Doan Hung Electricity said: “In addition to improving service quality, Doan Hung Electricity focuses on customer care, thereby creating connection and consensus among customers in electricity supply, transparency and publicity of the types of services that the Electricity industry is providing. In 2024, we will promote propaganda to customers about installing and using the EVNNPC customer care application, helping customers access and use electricity services conveniently in the online environment; cross-checking information of electricity purchase contract subjects with the National Population Database. Along with that, we implement communication solutions suitable for each customer group and diversify the forms of communication of the Electricity industry's activities with the community, especially promoting the safety corridor of the power grid, safe use of electricity among people, efficient and economical use of electricity and programs to encourage customers to pay for electricity without cash.
In the coming time, the Company will continue to improve and enhance service quality, better meet customer needs, contributing to the overall development of the local socio-economy.
Nguyen Hue
Source: https://baophutho.vn/gia-tang-tien-ich-nang-cao-chat-luong-dich-vu-khach-hang-228608.htm
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