Connecting customers with digital technology
Developing Digital Channel to support customer service
The Provincial Electricity Authority has digital channels to serve customers in a variety of Omni Channel formats, such as the PEA Website (e-Service) and the PEA Smart Plus application, which provides services in the form of One Stop Service, starting from accepting various requests. Notification of power failure Receiving payment for electricity Delivery of electricity bill Receipts and tax invoices in electronic form via Application and E-mail, as well as following up on the situation of receiving complaints and the progress of construction-related work via the website. 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.
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
