EVN: Digitalizing electricity services, putting customers at the centre
WVR - Recently, Vietnam Electricity (EVN) has continuously digitalized electricity services, demonstrating efforts to build a modern, transparent electricity sector with a customer-centric approach.
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| From June 15, 2026, EVN officially launched the trial operation of the 'EVN Customer Service (CSKH)' application. (Source: EVN) |
Unified national digital interaction channel with EVN Customer Care (CSKH) App and hotline 1558
Vietnam Electricity (EVN) has identified customer satisfaction as the core of all its activities. The motto “simpler, more convenient” is vigorously implemented through the digital transformation of customer care services. From June 15, 2026, EVN officially launched the trial operation of the “EVN CSKH”(EVN Customer Care) application, used nationwide for all electricity customers. The application operates on both iOS and Android systems, gradually replacing individual applications of each power corporation.
Customers can still use the old applications concurrently during the transition period. The new application allows linking and managing multiple electricity contracts from all EVN power companies nationwide. Users can easily check electricity consumption by day, week, and month. The system supports setting consumption alert thresholds by kWh or percentage increase. Electricity bill payments can be made directly on the app, including proxy payments for multiple contracts.
Customers can report electricity issues and send feedback directly on the digital platform. The application provides information on electricity prices, scheduled power outages, and guides for safe and economical electricity use. Online scam alerts are also regularly updated. Login is performed using a mobile phone number verified via OTP, after which Face ID or fingerprint can be set up for quick access.
After two months of operation, by mid-August 2026, the application recorded over one million installations and uses. Building on this initial success, on August 15, 2026, EVN officially launched the unified customer care hotline number 1558 nationwide. The hotline provides only voice call services, operating 24/7. Customers can still contact the old hotline numbers of each power corporation alongside the new number.
The unification of an application and a hotline helps customers no longer need to differentiate by management area. The experience becomes much more synchronized and convenient. EVN commits to continuously upgrading the application, moving towards supporting login via VNeID and adding more extended features.
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| On October 23, 2026, EVN officially provided 12 public electricity services on the VNeID application nationwide. (Source: EVN) |
Expanding the digital ecosystem and enhancing customer experience
EVN's digital transformation of customer services does not stop at applications and hotlines. The CMIS 4.0 customer information management system is uniformly deployed across all five power corporations. The system currently manages about 32 million customers with electronic electricity purchase contracts. Processes such as request reception, surveys, field handling, and document signing are all supported in the digital environment.
EVN has completed the deployment of 12/12 electricity services on the National Public Service Portal. On October 23, 2026, the Group officially provided 12 public electricity services on the VNeID application nationwide. These services include new electricity supply from low and medium voltage grids, contract subject changes, changes in usage purpose and quota, contract extension or termination, changes in metering device location, changes in capacity and registration information, as well as power disconnection and reconnection upon request.
The connection with the National Population Database helps quickly verify information, minimizing the need for document provision. The rate of non-cash electricity bill payments has reached a very high level, with many units achieving 100%. Electronic meters are widely installed, with measurement data updated daily on the customer care application and website. Customers actively monitor electricity consumption and adjust usage habits.
Customer care centres regularly exchange experiences. In October 2026, five centers belonging to the power corporations organized a program to share about human resource organization, AI application, automated reporting, and service quality enhancement. Technology is applied to solve operational problems, helping maintain a very high rate of on-time request resolution.
Thanks to full-process digitalization, customers can conduct most transactions anytime, anywhere without needing to visit transaction points. EVN continues to perfect the digital ecosystem, protect personal data, and enhance satisfaction levels. These efforts affirm the Group's commitment to building a modern, transparent electricity service centered on customers.
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| Electricity officer Bang Giang guides residents on installing and using the EVN customer care application. (Source: Cao Bang Newspaper) |
