CUSTOMER EMPOWERMENT & SATISFACTION

The Provincial Electricity Authority (PEA) is responsible for providing electricity to 74 provinces in Thailand except Bangkok, Nonthaburi, and Samut Prakan. This represents 99 percent of Thailand, which is about 510,000 square kilometers, serving 22,006,683 electricity users.

To better support customer service, the Provincial Electricity Authority (PEA) has developed various digital channels, creating a comprehensive Omni Channel network. Key among these are the PEA Website (e-Service) and the PEA Smart Plus application, both designed as a One Stop Service. Through these platforms, customers can initiate various requests, receive notifications for power outages, conveniently pay their electricity bills, obtain electronic receipts and tax invoices via the application and email, and monitor the status of complaints or construction-related work directly on the website.

For more information, please visit the following link:

https://www.pea.co.th/en/our-services/mobile-apps

In addition, PEA also provides the service 1129 PEA Contact Center and Live Chat for information inquiries Report a power outage Report various problems and also publicize various information to the public via SMS, Social Media and Line PEA Thailand in order to ensure the efficiency of various service channels.

Therefore, service standard criteria (Service Level Agreement: SLA) have been established and the satisfaction of service recipients has been assessed. In 2022, the operational efficiency of various service channels has been assessed in order to develop. Continuous service channels and processes Increase efficiency Strengthen the image and good relationships between
the Provincial Electricity Authority and electricity consumers.

4.4650

KEY Account Satisfaction
The Value is at 4.4650 (better than the target)

4.4650

Industrial Account Satisfaction
The Value is at 4.5508 (better than the target)

4.4650

Stakeholder Account Satisfaction
The Value is at 4.2700 (better than the target)

The Provincial Electricity Authority considers consumers or customers as important stakeholders. Therefore, a project management plan and work system improvement plan have been prepared. which focuses on building and managing relationships with customers Aiming for a customer-centric organization (Customer-Centric Organization) and giving importance to the process of listening to the voice of customers (Voice of Customer: VOC) as well as implementing the Provincial Electricity Authority's stakeholder management master plan (annual 2021 - 2025) come together to analyze customer needs and expectations, and use it to develop activities/plans/projects To be able to meet the needs of every customer group. Covers current customers, former customers, and competitors. and potential future customers systematically The Provincial Electricity Authority has a process for listening to customers' voices, divided into 5 channels as follows:

Listening to customer voices via telephone (Voice based) including 1129 PEA Contact Center and office/executive telephones Listening to document based information including letters/faxes and information, news, and various policies from executives/regulating agencies at the organizational level Listening to customers via mass media and social media (Mass Media and Social Network based) including PEA Mobile Application, PEA Website and PEA E-mail Interactive listening includes contacting the office, holding discussions, and customer relations activities Listening with a survey (Survey based) including telephone calls to ask about satisfaction after using the service for 15 days for 3 types of services (requesting to use electricity to install a meter

Demand Response (DR)

Demand Response (DR) refers to adjustments in electricity consumption by end-users in response to:
- Dynamic electricity pricing, reflecting real-time marginal generation costs
- Incentive-based programs during periods of high system costs or grid instability
DR involves demand-side interventions, such as:
- Modifying lighting, cooling, and ventilation systems
- Utilizing backup power generation to reduce grid dependency
The primary objectives of DR are to:
- Alleviate stress on the power system during critical periods
- Optimize system efficiency and maintain grid reliability
Unlike Energy Efficiency (EE) measures, which aim to reduce energy usage continuously, Demand Response (DR) is typically deployed during predefined or emergency periods

Summary of PEA's Demand Response Program Implementation (2022–2023)

Pilot Project for MINIGRID in Mae Hong Son Province

In accordance with the directive of the Minister of Interior dated March 10, 2021, the Provincial Electricity Authority (PEA) was instructed to analyze and formulate projects/plans to ensure all household groups have access to electricity through the use of renewable energy, thereby elevating the quality of life for the populace. This initiative focuses on enhancing confidence, stimulating the national economy, and developing infrastructure. Furthermore, the Governor of the Provincial Electricity Authority approved the principle of implementing a pilot project for electricity access expansion to unelectrified households using renewable energy in Mae Hong Son Province, with the objective of providing electricity to all household groups through renewable energy solutions.