Tuyen Quang Electricity Company applies digital transformation in business and customer service

Staff of Remote Control Center, Tuyen Quang Electricity Company manages and operates the power grid system.

Identifying "customer-centric" to serve and care better and better; providing services with the ability to interact "anytime, anywhere" through a digital environment to bring the most satisfaction to customers, Tuyen Quang Electricity Company has deployed many solutions to improve business quality and customer service. Thereby, the level of trust and satisfaction index of customers towards the Electricity industry is constantly improved, the operation and supply of electricity fully meet the electricity needs of customers with increasingly high reliability and safety...

By the end of July 2025, Tuyen Quang Electricity Company had installed 470,271 electronic meters of all types out of a total of 484,665 meters operating on the grid, accounting for 97.03%. Remote measurement has been installed at 196/196 measurement points of 13 110kV transformer stations (online rate reached 100%). All meters in the system will be read automatically and remotely via the computer system to minimize manual meter reading by customers. Thereby, the number of workers reading meter readings will be streamlined, ensuring accuracy in recording and closing electricity consumption indexes and making electricity bills for customers.

Regarding the digitization of business and customer service data, 100% of customer information and 100% of transformer station information have been standardized. The rate of providing electronic services and level 4 online services has reached 100%. In the field of operational engineering, 100% of transformers operating on the grid have been digitized, the rate of measurement points with data has reached 97.42%. 100% of 110kV grid equipment and 96% of medium voltage grid equipment have been standardized.

To access electricity services anytime, anywhere, electricity users only need to operate directly on their smart mobile devices via the Customer Care Center phone number 19006769, which helps receive requests for electricity services or can log in to the EVNNPC customer care website at https://cskh.npc.com.vn, the National Public Service Portal https://www.dichvucong.gov.vn, or install the EVNNPC.CSKH App on their smartphones. By the end of July 2025, the number of customers making non-cash payments reached 75.89%, exceeding the assigned plan, the non-cash payment rate reached 90.97%.

Ms. Nguyen Thi Nga, Group 13, Minh Xuan Ward, said that after being instructed by the electricity staff to install the EVNNPC.CSKH App on her phone, she can now monitor her family's daily electricity consumption, and when it's time to pay the electricity bill, she can conveniently pay the monthly electricity bill online. These changes show that the electricity industry is increasingly modern, providing the best and most convenient services to customers.

Panorama of 110kV Na Hang transformer station applying unmanned grid operation.

To promote the digital transformation process, apply IT in Customer Care activities, and at the same time strengthen the customer support information channel, instead of using the traditional listening and calling features, the current user trend is to use instant messaging applications. To meet the needs of customers, the Customer Care Center, Northern Power Corporation has applied the Chatbot system, aiming to communicate and support customers using electricity on the automatic message reply platform operating 24/7. This tool replaces the transaction officer to advise and answer customers' questions, helping to reduce the workload, while being highly specialized.

Mr. Tran Xuan Hao, Deputy Director of Tuyen Quang Power Company, affirmed that many convenient services and technological solutions that Tuyen Quang Power Company has widely deployed have shown positive results in raising people's awareness of digital transformation, helping to save time and labor for service providers and electricity customers. In the coming time, the company will focus on upgrading information technology infrastructure, digitizing all areas such as business administration, human resources, materials, finance, etc. to improve the quality of business and customer service, meeting the requirements of socio -economic development of Tuyen Quang province in the current period.

Article and photos: Quoc Viet

Source: https://baotuyenquang.com.vn/xa-hoi/202508/cong-ty-dien-luc-tuyen-quang-ung-dung-chuyen-doi-so-trong-kinh-doanh-va-dich-vu-khach-hang-1087c6e/