OVERVIEW OF THE THEORIES OF CUSTOMER SERVICE
Theoretical background on Service quality in the electricity industry
The service sector is a vital component of the economy, growing in complexity and specialization as societies develop This evolution enhances the ability of services to meet diverse societal needs while also providing tangible benefits to consumers Services encompass a wide range of activities and commercial enterprises, reflecting their integral role in modern economies.
Philip Kotler defines service as a benefit or measure provided by one party to another, characterized by its unobtrusive nature and lack of appropriation of tangible items The implementation of a service may or may not involve physical goods.
Valarie A Zeithaml and Mary J Bitner (2000) define services as actions and processes that generate value for consumers while meeting their needs and expectations.
Services are unique offerings that possess distinct characteristics, including invisibility, heterogeneity, inability to store, inseparability, and non-transferable ownership These traits complicate the quantification of services, as they cannot be easily observed and can only be experienced through actual usage.
The intangible nature of services makes them challenging to sell, as customers cannot physically assess or experience them before making a purchase Unlike tangible products, where quality can be evaluated through direct interaction, the value of a service is often determined by the customer's actual experience This creates difficulties for advertisers in effectively promoting their services, as potential buyers struggle to recognize the benefits prior to trying them.
For example, when it comes to barbering, it is difficult to know the result after the haircut will be beautiful or ugly.
To enhance the customer purchase decision process, companies must deliver essential product information through consultants, sales staff, customer care, and print advertising Additionally, fostering a friendly relationship with customers is crucial for building trust and a positive brand image.
The indivisibility of services is highlighted by the simultaneous nature of their production and consumption Unlike goods, which are produced, stored, and delivered before being used, services are created and utilized concurrently Customers are involved throughout the service creation process, enhancing their experience and making the service feel complete This interconnectedness between production and use distinguishes services from commodity products.
Commodity products can be centrally produced, stored in warehouses, and transported to meet demand, facilitating a straightforward balance between supply and demand In contrast, services are unique as their provision and consumption occur simultaneously, requiring direct interaction between provider and consumer without intermediaries, at the right time and place.
The impact of this íeature on customers and businesses is as follows:
To effectively utilize the Service, individuals must be physically present at the designated locations where the Service is offered The experience is influenced by various factors, including the Service delivery process, the demeanor of the Service provider, and the surrounding environment in which the Service is delivered.
Achieving economies of scale and maintaining quality consistency in service delivery is challenging due to the dependence on staffing and the need to balance supply and demand The relationship between customers and suppliers significantly influences customer perceptions of service quality To enhance service delivery, businesses should leverage networks of agents and utilize modern telecommunications and the internet Additionally, implementing tailored personnel management policies for employees who interact directly with customers is essential for fostering friendly relationships and building customer loyalty.
Service quality is challenging to standardize and measure due to its inherent characteristics, as it cannot be mass-produced like goods Factors such as the service provider's representative, customer interactions, and the service delivery environment significantly influence the quality of service This variability, known as service differentiation, means that customer perceptions of service quality are heavily affected by the provider's skills and attitude Additionally, the implementation of services can vary widely based on factors like the service provider, timing, area, object, and location Consequently, assessing service quality is complex, as it encompasses various levels of implementation and must consider multiple relevant factors rather than relying on a single standard measurement.
To enhance service provision, enterprises must prioritize industrialization and automation while focusing on the importance of staff interactions A friendly and approachable attitude from employees is crucial for attracting and retaining customers Additionally, addressing the challenges of storage is vital for operational efficiency.
The Service is unique as it exists solely at the moment it is provided, making it impossible to store or sell like traditional goods It cannot be reserved for future use or restored once completed, emphasizing that the Service is consumed instantaneously upon delivery Therefore, the production and consumption of the Service occur simultaneously, highlighting its transient nature.
Services are tied together from start to tinish.
Under unchanged demand conditions, non-stockpiling is not a big issue, but if demand íhictuates with a wide margin, Service providers will have trouble.
Balancing supply and demand presents challenges for businesses, necessitating regular monitoring of customer satisfaction and effective quality management To navigate these complexities, companies should implement accurate demand forecasts, adopt flexible labor policies, and utilize pre-reservation systems Additionally, the non-transferability of ownership further complicates this dynamic.
When purchasing a product, customers gain full ownership of the item, while in the case of services, they are granted the right to use and enjoy the benefits for a limited time Service delivery intermediaries cannot transfer ownership of the service; they merely facilitate the delivery process Consequently, consumers do not obtain complete ownership of the service from the provider, as both parties are involved in its delivery Due to the inherent invisibility and inseparability of services, researchers categorize them into two distinct classes.
- The íirst layer is basic Service:
Customers and the role of the customer
For any business enterprise, long-term existence and development in the market is important To do that, the business must constantly keep existing customers and attract new customers
Thereíồre, customers of all business enterprises play a very important role. Customers are the "breath", without customers, it is difficult for businesses to survive.
Customers encompass all individuals and organizations that require the products and services offered by businesses This includes those who intend to use or purchase these offerings, as well as those who benefit from them, regardless of payment In essence, customers consist of users, buyers, and beneficiaries of a company's services.
> Users: are individuals or organizations that actually use the Products or Services of the business.
> Buyer: A person who collects information about a product or Service, chooses, makes a purchase decision and pays.
> Beneíiciary: Individuals or organizations that beneíit (or are affected by) from the use of the product or Service.
Electricity customers play a crucial role in the electricity market, as their demand drives the production, transmission, distribution, and sale of electricity These customers, comprised of both organizations and individuals, purchase electricity for their own consumption rather than for resale Their participation is essential for the functioning of the electricity market.
- These are people who make deals with businesses, in many forms: face-to-face meetings, telephone transactions or Online transactions Without customers like this, business cannot last long.
Customer satisfaction is crucial for business success, as dissatisfied customers will seek alternatives, leading to potential losses Satisfied customers drive profits and contribute significantly to a company's overall success Additionally, internal customers, or employees, also play a vital role in maintaining high levels of service and satisfaction, ultimately influencing the experience of external customers.
Employees are the essential "customers" of a business, and it is crucial for organizations to address their needs effectively Implementing policies that foster employee enthusiasm is vital, as is creating a supportive environment where colleagues assist one another in their work Prioritizing employee satisfaction not only enhances morale but also drives overall business success.
To foster a strong customer-centric approach, businesses must prioritize employee engagement and loyalty When employees feel valued and collaborate effectively, they are more motivated to meet each other's needs and provide exceptional service This internal support translates into a consistent and efficient customer experience, ultimately benefiting the organization as a whole.
Customers play a crucial role in business success, as they drive the market mechanism by choosing from a wide array of products and services Their purchasing power serves as the foundation for the operation of the market, influencing supply and demand dynamics.
- Purchasing power causes competition among suppliers and gives customer choices.
The mechanism significantly influences businesses, as customers have the freedom to switch to competitors if they are dissatisfied with a product or service A substantial number of such customer decisions can jeopardize or even obliterate businesses with offerings that fail to meet market expectations Therefore, it is crucial for businesses to attentively heed customer feedback and continuously strive to enhance customer satisfaction.
The existence of a business hinges on the profitability derived from selling goods and services in the market, making it entirely reliant on its customers Consequently, businesses must actively compete for consumer attention and loyalty to thrive.
- customer Thereíồre, every business that wants to succeed must clearly deíine what the business is providing its customers (Business edge, 2008).
Ultimately, customer satisfaction is paramount in business, as companies must prioritize meeting customer needs to thrive To ensure survival, enterprises must go beyond just delivering goods and services; they must also address the broader expectations and desires of their customers.
To improve customer access, businesses must address any deficiencies by ensuring that staff possess a clear understanding of customer needs and expectations This alignment is crucial for fostering effective interactions and meeting customer demands.
Customer care
In today's competitive landscape, businesses must prioritize exceptional customer service to thrive Companies that cannot withstand competitive pressures risk failure The focus has shifted towards fully satisfying customer needs, which extend beyond just products and goods to encompass comprehensive services Therefore, effective customer care is crucial for ensuring business success.
Customer care is often perceived as a polite and thoughtful interaction between salespeople and customers, but it extends beyond just those who directly engage with clients While having courteous sales representatives is important, it is insufficient if other departments, such as product maintenance and accounting, do not recognize their roles in customer care A lack of understanding across the organization can lead to customer loss, undermining the efforts of sales and marketing teams who work diligently to acquire new clients.
- As documented by Business edge, 2008, customer care can be deílned as follows:
- "Customer care is to serve customers the way they want to be served and do the things they need to keep their customers engaged."
- So, while it is difficult, business managers must maintain a balance that is both satisfying customer needs and ensuring that businesses achieve proílt goals.
Comprehensive customer care is essential for enhancing the overall experience with both products and services To achieve this, every aspect of the business, including product development and customer communication, must be aligned with the goal of satisfying customer needs Focusing solely on the product will not suffice; a holistic approach involving all team members is crucial for effective customer care.
- The relatỉonshỉp between customer care and marketỉng
Customer care is a crucial aspect of marketing that significantly contributes to a business's success While marketing focuses on identifying and fulfilling customer needs to drive profit and growth, it encompasses a wide range of activities, from product design to delivery Effective marketing aims to attract new customers while also retaining existing ones In this context, customer care serves as a vital marketing function dedicated to maintaining relationships with current customers and supporting broader marketing efforts Essentially, while marketing seeks to capture market share, customer care is focused on preserving that share by engaging customers emotionally and mentally.
Effective marketing and customer care are interconnected, as excellent customer service fosters customer loyalty and encourages repeat purchases By prioritizing customer care, businesses can enhance their market share while reducing costs and efforts associated with marketing new products.
Customer care focuses on satisfying existing customers rather than solely acquiring new ones, ultimately facilitating the sale of new products By prioritizing customer engagement, businesses can maintain stronger relationships with their current clientele, which is crucial since acquiring new customers requires significant time and resources This approach not only enhances customer loyalty but also streamlines the process of replacing lost customers through effective sales and marketing strategies.
In today's fiercely competitive market, businesses must establish a competitive advantage to attract and retain customers Exceptional customer care is crucial for maintaining customer loyalty and preventing them from turning to competitors If a company does not excel in delivering comprehensive customer service, it risks losing valuable clients.
- The business will lose customers, lose revenue and proíit.
- Incidents that may occur due to product quality, errors due to unprofessional staff will cause staff and management to spend more time to process.
- The prestige of the business decreased Losing credibility is a very serious problem An unsatisíied customer will tell more people Creating a reputation is extremely difficult but discrediting is very easy.
Effective customer care is essential for businesses looking to enhance revenue and profitability while gaining a competitive edge By fostering strong relationships with customers, companies can build a positive brand image within the community Ultimately, exceptional customer care reflects a company's commitment to trust and loyalty towards its brand.
Experts emphasize that effective customer care is deeply embedded in a company's culture, where every employee is dedicated to serving customers Management plays a crucial role by establishing clear standards for service quality and encouraging open discussions and feedback to enhance customer care When challenges arise, employees collaborate to find solutions rather than assigning blame, fostering a supportive environment This strong customer-centric culture not only defines the business but also ensures customer satisfaction.
1.3.3 Ẹactors that create customer satisfaction
The success and growth of a business hinge on its ability to effectively sell products and services to customers in a competitive market As science and technology advance and the global economy becomes increasingly interconnected, consumers are presented with a vast array of choices Furthermore, customer needs have evolved beyond basic requirements, necessitating businesses to adapt their offerings and strategies to meet these diverse demands.
In today's dynamic market, customers demand more than just traditional goods and services; they expect constant innovation and quality The influence of mass media has heightened awareness of product and service standards, creating pressure on suppliers to meet evolving consumer needs Businesses must prioritize understanding and effectively addressing customer requirements to thrive, as customer satisfaction is ultimately the key to achieving profitability and success.
In today's competitive market, businesses that deliver high-quality services and prioritize customer satisfaction will gain a significant advantage Ensuring customer satisfaction is essential for retaining clients and fostering repeat business, ultimately leading to customer loyalty Therefore, the primary objectives for service providers should be to enhance service quality and improve customer satisfaction.
- Every business has the duty to provide its customers:
- Products meet the needs of customers
- Products are sold in a convenient place, convenient for customers
- Be sold at the right time when the customer needs
- Products are sold at reasonable prices
- The salesperson is the way the customer wants.
Customer care aims to comprehensively satisfy customers by addressing key elements that contribute to their overall experience These elements can be categorized into three main groups, which are recognized as the primary factors influencing customer satisfaction (Business Edge, 2008).
- Product factor (right product, right price):
- Quality and speciíication of Products
- Convenience (right place, right time):
- - Figure 1: Factors aííecting customer satisfaction
- Of the three factors above, which one is most important, depends on the circumstances, such as:
- - If the product is not suitable and the price is too high, the seller even if there are sincere, sincere to the customer will not buy.
- Quality and speciíication of Products
- If the product is suitable and prices are very low but there are many inconveniences, then the customer can accept the inconvenience.
- If the product is suitable and widely sold in the market at the same price, the human factor serves can be very important.
Customers prioritize the reliability of the goods and services they purchase, making it essential for businesses to focus on product quality first No amount of friendly service or polite interactions can make up for unreliable products or subpar services To meet customer expectations, businesses must offer high-quality products and services at reasonable prices, delivered promptly by enthusiastic and courteous staff.
Effective customer care demands both financial investment and dedication A decline in the quality of products or services can quickly jeopardize a business, regardless of the competitive landscape Unsatisfied customers will seek alternatives as soon as possible, highlighting the importance of consistently meeting or exceeding expectations Businesses that cut corners may do so temporarily, but this approach can lead to long-term consequences.
QUALITY OF TRANSACTIONS WITH CUSTOMERS IN
The introduction of Cau Giay Electricity Company
2.1.1 The process of formation and development a The process of íồrmation
On August 28, 2001, the Board of Directors of Electricity of Vietnam issued Decision No 268 EVN/HĐQT-TCCB.ĐT, which established the Cau Giay Power Company, now known as Cau Giay Power Company - PCCG, as a key entity within the Electricity Company of Hanoi.
- Head office: 169A Xuan Thuy - Dich Vong Hau Ward - Cau Giay District - Hanoi. b Business:
- Managing the operation of the power grid up to the voltage of 35 kV;
- Investing in, constructing and renovating power grids up to the voltage level of
- Repairing, testing and adjustment of electrical equipment;
- Eormulation of investment projects on construction of works;
- Management of construction investment projects;
- Consult and design wire and substation to 35 kv voltage;
- Consult and supervise the construction of transmission lines and transformer stations up to the voltage of 35 kv.
2.1.2 Eunctions, missions and scope of activities of the company
- To períồrm the tasks of electricity production and business, care, customer development and other business in the localities under their management;
- Advising the GC, PIL and local authorities on the planning, development of power grids, safety of power grid corridors and customer care and development in the locality.
- To meet the demand for electricity for production, economic development and daily life of people in Cau Giay district;
- Manage safety operation of power grids of voltage of 35 kv or lower;
- Supplying electricity safely, continuously, stably and efficiently, with the high quality of electricity Service in Cau Giay district and other business lines as assigned by the Corporation Hanoi Electricity;
- Be responsible to Hanoi Electricity Corporation for preservation and development of Capital and other resources and assets.
Electricity trading within the designated management area must adhere to the legal framework and internal regulations set forth by the Electricity of Vietnam (EVN), as well as the guidelines established by the Electricity Corporation, Power Corporation, and Power Company (CTG).
The management, operation, repair, and experimentation of the distribution grid system in designated areas must adhere to the legal provisions and internal regulations set forth by EVN, GDT, PIP, and HL.
- To carry out investment projects on construction, repair, renovation and development of power grids, development of customers according to the assignment and decentralization of the general electricity grid;
- Preparation for production, acceptance and hand-over according to the decentralization of the general construction and operation of new construction works;
Effective management of power generation units and small hydroelectric stations is essential for local authorities, ensuring they operate efficiently within the framework of the assigned responsibilities and the decentralized structure of the national electricity grid.
- Organizing propaganda and guiding customers on electricity saving and electricity safety;
- To grasp and íồrecast the electricity demand of customers in the area in Service of planning, developing electricity grids and ensuring electricity supply;
- To promptly settle questions and complaints from electricity users according to regulations;
- Implement labor management, salary, accounting, synthesis and reporting as assigned by EVN HANOI and the law;
- Organizing the implementation of other production and business activities assigned.
- Cau Giay Power Company currently manages 94,047 customers including 88,291 customers and 5,786 customers in 08 wards in Cau Giay District.
2.1.3 Organizational structure and customer Service
The organization is structured with three deputy directors: one overseeing business operations, another responsible for technology, and a third managing production Additionally, there are seven specific departments organized by function within the indirect block.
- Department of Planning and Materials (P02)
- Office of Personnel and Organization (P03)
- Department of Technology and Saíety (P04)
- Sales Department (P09) c Direct block (production unit):
- Specialist Station Management Team (Session 9) - (DF9)
- Electricity Inspection and Supervision Team (ECU)
- Figure 2: Organization chart of Cau Giay Power Company
- Source: Cau Giay Power Company
New requests for power supply are processed through the web, adhering strictly to the customer information management system (CMIS) to ensure a quick and efficient procedure This streamlined approach aims to reduce power supply times for customers.
- ■ About the installation of single-phase meters: In 2017 the company received
- 1.555 requests, has completed 1.555 requests, reaching 100% with a mean time of 1.87 days.
- About the installation of three-phase meters: The company solved 283 requirements, reaching 100%, with the average settlement time of 2.01 days
To enhance the flexibility and efficiency of electricity bill payments, the company has diversified collection methods and locations, significantly reducing cash payment risks By the end of 2017, it expanded partnerships with 12 banks and 5 intermediaries, achieving a remarkable collection rate of over 94,483 customers, which translates to an impressive 98.57% success rate.
To enhance customer convenience, the Electricity Company provides essential information regarding its bank account numbers on the back of the electricity bill notification This ensures that all customers, during the billing period, can easily access and select the fastest payment options available through various banks and intermediaries.
- Monthly promotion for customers in December 2017.
- Organize the coníerence to gratiíy customers and use electricity saving - effective with over 72 customers.
- Implementing the program "lighting the faith"
- Cau Giay Power Company cooperated with People's Committee of 08 wards to replace bulbs for 60 poor households, near poor households, policy households
- Installing and replacing the lighting System at the common aisle of community living areas for 05 population clusters under the program
- Maintenance support, industrial hygiene Transíồrmer stations:Organization of maintenance and industrial hygiene Transíồrmer station
- for 03 customers having specialized transíồrmer station F9 belong to big customers, important customers.
- > As a result, the average score of customers' satisfaction of using electricity in
2017 reached 8.01 points, an increase of 0.35 points compared to 2016 and reached the plan of delivery.
Analysis of customer Service quality at Cau Giay Power Company
2.2.1 Customer care through product groups
2.2.1.1 Internal targets a Ensure uninterrupted power supply, saíety and power quality
Electricity is a powerful yet hazardous energy source, making the installation of a reliable power line and electrical supply system crucial for ensuring technical safety and customer protection This aspect is one of the primary considerations in the power supply chain.
Electricity production and consumption occur simultaneously, making continuity and stability crucial indicators of power supply quality To meet customer needs effectively, electricity must be consistently available at all times Intermittent and unstable power supply can lead to customer dissatisfaction and significant inconveniences, potentially resulting in major damages for users.
The reliability of the power supply in Vietnam's distribution grid refers to its ability to deliver consistent and high-quality electricity, adhering to voltage and frequency regulations To assess this continuous electricity supply, the electricity sector in Vietnam utilizes specific reliability indicators.
- - In terms of long-run power-off:
■ System Interruption Frequency Index (SAIFI): This index provides information on the average number of power outages per customer (per area) per year.
■ System Average Interruption Duration Index (SAIDI): This index provides information about the average (average) hour (or minute) of a customer's outage
- (in an area) in a year
- - In terms of power-off in temporary
- ■ Momentary Average Interruption Frequency Index (MAIFI): This indicator provides information on the average number of transient blackouts per customer (in one area) in a year.
- Table: Electricity Supply Reliability Index 2017
- Target reliability of power supply
- Table: Electricity Supply Reliability Index 2017
■ SAIDI average lost time = 90,3974 minutes reached 54.71% of the year plan, down 96.98 Minutes compared to 2016 (187,3881 Minutes)
■ Frequency of power outage is SAIFI = 0.8614 times / customer reached 29.56 of year's plan, down 0.04 times compared to 2016 (1.3867 times)
■ Mean transient power outage is 0,2901 times / customer reaches 35.44% of the
- year plan, up 0.09 times compared to 2016 (0.1962 times)
In 2017, the company successfully completed all 14 SCL projects, achieving a total settlement value of TS.TH billion VND and delivering costs amounting to 23.936 billion VND This initiative significantly improved low voltage systems and 66 substations in the area, ensuring a safe and continuous electricity supply Additionally, the company emphasized technical management, operational efficiency, and safety throughout the process.
- No - Content - Number of stations
- - In 2017, the company has implemented a total of 258 cuts of medium
- voltage, including planned power cuts 247 times and sudden power cuts of
- ncident - Tempora ry - Long-run - Substation
- DZ in long run (case) - 1
In 2017, the company emphasized periodic laboratory testing, reinforcement, and industrial cleaning of grid equipment, alongside technical inspections of lines and transformer stations They focused on new electrical works and the implementation of the OMS program, while also reviewing the entire grounding system for medium and low voltage lines and pillar cabinets to ensure safety Technical management of work units adhered to current regulations and the directives of EVN HANOI.
The company has effectively managed technical records by conducting thorough statistics, analysis, and evaluations to identify the causes of incidents and implement timely solutions Additionally, the integration of new power supply works into the grid has been completed in full compliance with regulations.
The company has introduced solutions to expedite construction, enhance the power system, and ensure timely operation of projects to prevent overload while boosting power supply capacity The electric system operates optimally and flexibly, guaranteeing a reliable electricity supply during the summer heat.
- Marking the 2017 technical management, the company reached 98 points, in the leading units of the Corporation.
- From the beginning of the year, the company has implemented the joint directive of the General Director and the Chairman of the Trade Union of
- EVNHANOI instructing on strengthening the implementation of measures to prevent labor in EVN and accidents among people.
- In 2017, the company checked 384 records at the site, regularly checked and photographed the work site, promptly reminded and corrected cases that have not properly implemented the labor protection process.
The company has collaborated with the CCP District Fire Prevention Police to establish a coordinated fire safety plan Throughout the year, it has organized firefighting drills for emergency response teams under the supervision of the CCP Police Additionally, the company actively inspects fire safety measures at its units, particularly at transformer stations, with heightened vigilance during hot weather when the risk of fire increases.
- The company has cooperated with Fire Prevention and Fighting Department
No 3 and the condominium management units in the district to inspect fire safety work for transíồrmer stations and electricity Systems of apartment buildings in the district.
In 2017, the Company achieved a remarkable score of 98.5 points in occupational safety and health, positioning it as a leader within the Corporation Throughout the year, there were no violations of high-voltage safety protocols or any occupational accidents, demonstrating the effectiveness of the management of safety corridors in high-voltage power grid workplaces.
- About 73% of surveyed customers said that the power outage in the past year was acceptable, about 5% of customers were unhappy because of the blackout period is too much.
Approximately 74% of customers find the frequency of power outages over the past year to be acceptable, while 16% express dissatisfaction with the number of power failures experienced during the same period.
- An unexpected unplanned power outage showed that 79% of surveyed customers said that there was no unexpected power outage However, about10% of customers disagreed with the above.
Power outages vary across different regions due to factors such as grid structure, scheduled maintenance, and the connection of new power projects Additionally, priority is given to essential agencies like the Provincial Committee, Provincial People's Committee, General Hospital, and Television, resulting in differing experiences of power outages among customers in various areas.
In summary, approximately 70-75% of customers rate the quality of electricity indicators positively However, there are significant concerns regarding the stability of power supply, frequency, and duration of outages To enhance customer satisfaction and ensure safety, continuity, and stability, Cau Giay Power must prioritize addressing these issues in their service delivery.
The power sector has established quality criteria for customer service to prioritize customer satisfaction These criteria encompass various aspects, ensuring a comprehensive approach to enhancing the overall customer experience.
Promoting the safe and economical use of electricity is essential for guiding customers in their daily lives and production activities It is important to provide strategies for preventing electrical accidents to protect both individuals and their families Additionally, implementing energy-efficient practices can lead to significant savings while ensuring effective electricity usage.
Electricity providers offer essential information regarding their services, including procedures for service provision, notifications of power outages, changes in electricity pricing, supply status, safety measures, and energy-saving tips Customers receive updates through various channels, such as direct notifications, bulletin boards at transaction offices, official websites, emails, and announcements on local radio and television.
■ Regarding customer complaints: problems related to unsaíe, poor quality of electricity and unreasonable electricity shall be dealt with within 3 days upon receipt of the request of the customer.
- - The reception of new issuance requests is done via the electronic web, strictly follow the power supply process under the CMIS program and ensure the
- convenience of procedural dossiers and shorten the time of electricity supply .
- About the installation of single-phase meters: In 2017 the company received 1.555 requests, has completed 1.555 requests, reaching 100% with a mean time of 1.87 days.
- About the installation of three-phase meters: The company solved 283 requirements, reaching 100%, withthe average settlement time of2.01 days