Notably, despite major organizational changes, the national power system still operated safely and stably, without interruption in power supply and customer service on the first day of implementing the new model. This success demonstrates the key role of comprehensive digital transformation in the power industry - the pillar that ensures continuity and efficiency in operations when changing the organizational model.
Implementing the policy of the Central Government and the direction of EVN, the regional power corporations have completed the arrangement and streamlining of the provincial-level organizational apparatus, and at the same time converted the district-level power model into regional power management teams. The Northern Power Corporation (EVNNPC) alone has completed the restructuring from 27 power companies to 17 units and terminated the operations of 262 district-level power companies, switching to the model of regional power management teams. The Southern Power Corporation (EVNSPC), the Central Power Corporation (EVNCPC) and the Ho Chi Minh City Power Corporation (EVNHCMC) have also synchronously implemented the handover and acceptance process according to the new administrative boundaries.
This large-scale transformation poses a difficult problem of maintaining an uninterrupted system of operations - business - customer service. However, thanks to the digital transformation foundation that has been firmly built over many years, the electricity industry has ensured continuity, stability and increasingly improved service quality.
As early as 2021, EVN issued a comprehensive digital transformation project with the goal of becoming a digital enterprise by 2025. By the end of 2024, EVN had reached “Level 4” in the digital transformation roadmap, with a score of 81.89%. Most production, business, operation and customer service activities are now processed in a digital environment, applying modern technologies such as artificial intelligence (AI), big data (BigData), Internet of Things (IoT), automation, digital signatures, etc.
The comprehensive digitalization of processes helps EVN save about 3,000 billion VND/year, while improving the efficiency of business operations and management. During the arrangement process, customer data systems, contracts, operational information, etc. are synchronized and smoothly transferred between units without affecting the rights of electricity users. Customers are still served continuously through the hotline 19006769, customer care applications, and the National Public Service Portal, with the rate of timely request settlement always maintained above 98%.
Since 2015, EVN has deployed electronic invoices nationwide, then coordinated with the State Bank to develop a common connection standard and expand the cashless payment network. To date, 100% of electricity services are provided online at level 4. EVN's customer care applications fully integrate electronic payment functions, bill lookup, and real-time electricity consumption monitoring.
EVN also connects the system with the National Database on Population, Enterprises, the Tax Department's electronic invoice system, VNeID (electronic identification application)... to help identify customers easily, shorten power supply time and reduce administrative procedures.
Digital transformation not only supports internal operations but also enhances customer experience. During the restructuring process, EVNNPC, EVNSPC and other corporations simultaneously announced changes in management units and transaction information to each customer through multiple channels: customer care application, Zalo, local announcements, etc. Customers can look up, pay and send requests with just one account on the online platform.
The model of the regional power management team - the unit replacing the district power unit - is not only streamlined in organization but also empowered to operate more proactively and realistically. Thanks to the application of technology and digital management platforms, the teams can coordinate to handle incidents, take care of customers on-site, and improve productivity and operational efficiency. EVNNPC also organizes synchronous training to ensure that 100% of staff are proficient in operating the digital system at the new unit.
With EVN, the group has proactively communicated internally and externally, ensuring that people and businesses fully grasp information after the conversion. The brand identity system, website, headquarters, nameplates, etc. are updated synchronously. Customer data, contracts, and electricity indexes are transferred completely and securely.
Not only stopping at restructuring the apparatus, EVN considers this an opportunity to reform the operating model towards modernity, flexibility, and comprehensive digitalization. Departments at the power company level are restructured in the direction of "one person - many tasks", significantly reducing indirect forces, increasing actual service efficiency.
The transformation of the organizational model is closely linked to taking care of the lives of workers. Early retirement support policies are implemented humanely and transparently. At the same time, the core staff is trained and rearranged appropriately according to the new model.
EVN is getting very close to its goal of becoming a digital enterprise by 2025. In that journey, digital transformation is not only a technological solution, but also a new management method - focusing on customers, increasing labor productivity, reducing costs, and making operations transparent.
Source: https://doanhnghiepvn.vn/chuyen-doi-so/chuyen-doi-so-nen-tang-giup-nganh-dien-van-hanh-hieu-qua-sau-sap-xep/20250702085232962
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