Enhancing the service experience of the Electricity industry

Along with improving the grid infrastructure, the Electricity industry has paid attention to investing heavily in the digital technology sector. Notably, the deployment of customer care applications (CSKH) on smartphones (mobile CSKH app). This is a modern, convenient, and friendly communication channel, helping customers access and use electricity services quickly and accurately.

Staff of the Bac Kan Regional Electricity Management Team, instructing households on how to use the Electricity industry's customer care app.

Previously, the Electricity industry mainly interacted with people and businesses through call centers, transaction offices, or electronic websites. Although these methods have created great progress (compared to the previous stage, all procedures had to be done directly in writing), they still revealed many limitations. Therefore, the birth of the customer service application on smartphones is considered a small revolution in the field of electricity services.

At the Thai Nguyen Regional Electricity Management Team, the deployment of smartphone application installation for customers is of special interest to the unit. Not only the transaction officers but also the workers working at the site will be a propagandist, directly supporting people in installing the application. Currently, the unit aims to reach 40,000 customers installing and using the application's utilities in the third quarter of 2025.

According to Mr. Phung Ngoc Hung, Acting Captain of the Bac Kan Regional Electricity Management Team, the unit has followed the direction of Thai Nguyen Electricity Company on digitalizing management and providing services to customers. Of which, 100% of customers in Bac Kan have had electronic meters installed, creating a premise for implementing other digitalization tasks. For customers who come to transact directly at transaction points, Electricity officials have introduced, consulted and supported the installation of the customer care application. After a period of use, most customers have given positive feedback on the convenience that the application brings.

Mr. Cao Thinh Vien's family is currently running a grocery store in Group 13, Bac Kan Ward, spending an average of 2.5-3 million VND per month on electricity bills. By installing the customer service application, Mr. Cao Thinh Vien can track the amount of electricity consumed each day in detail. From there, he can compare the consumption between months to adjust his usage needs in a cost-effective and scientific way.

According to Ms. Bui Minh Huong, group 10, Bac Kan ward, she and her friends have encountered calls impersonating officials of the Electricity sector related to the issue of electricity bills. Although they have not been taken advantage of by bad people to appropriate property, it is still a very worrying issue. Especially for the elderly, who have little contact with warning information, they are easily taken advantage of by bad people. When using the customer service application, she has accurate and reliable information provided by the Electricity sector. This is an effective method to prevent fraud, which has happened many times in the past.

According to Thai Nguyen Electricity Company, the customer service application provides many useful features for customers in looking up information on electricity usage; paying electricity bills online; registering for electricity supply services, changing contracts; reporting incidents, power outages; receiving notifications, application messages... These utilities help people save time and costs when having to go to transaction locations. Customers can control their own electricity consumption, and their family's bill payment history is updated and made public. In addition, people can reflect and give feedback during the service usage process, which is interactive between the supplier and the electricity customer.

The deployment and expansion of customer service applications in the Electricity industry is one of the key digital transformation solutions of Thai Nguyen Electricity Company in 2025. Aiming to bring a safe, public, transparent and convenient service experience.

According to statistics, by mid-August 2025, nearly 105,000 customers of Thai Nguyen Electricity Company had installed and used the CSKH application. People can search for the keyword "EVNNPC.CSKH" on the CH Play application store for the Android operating system, or the App Store application store for the IOS operating system to install and experience the utility of the service.

Source: https://baothainguyen.vn/xa-hoi/202509/nang-cao-trai-nghiemdich-vu-nganh-dien-203313e/