s6: gg /CT-EVN Ha N'Oi, ngay 0,,c2 thang 3 nam 2017

TAP DOAN DIFN VIET NAM CONG HOA XA HQI CHU NGHIA VItT NAM Disic 14p - Tir do - Hanh phiic s6: gg /CT-EVN Ha N'Oi, ngay 0,,c2 thang 3 nam 2017 CHI THI Ve cong tac kinh doanh va dich vu khfich hang nam 2017 Nam 2016 can b6, cong nhan vien, nguoi lao d6ng Tap doan Dien lvc Viet Nam (E'VN) d'a no lvc, vucrt qua lch6 khan, hoan thanh toan dien cac chi Wet' ke hoach ve cong tac kinh doanh dien nang va dich vu khach hang. Tap doan d'a cung cap day du dien phuc vu phat trien kinh to xa h6i, sinh hot cua nhan clan, dam bao cung cap dien lien tuc, on dinh phuc vu bau cir Qu6c h6i, HDND cac cap va cac sv kin 16.n cua dat nuoc. Hoan thanh dat va -mot cac chi tieu T4p doan giao theo chi thi 989/CT-EVN ngay 18/3/2016, cu the la: (i) dien thuang pham dal 158,793 ts, kwh, tang tru6ng 11,21% cao han 0,51% so v6i ke hoach; (ii) gia ban dien binh quan dg 1.660,21 d/kwh cao han 9,01 d/kwh so v6i Ice hoach; (iii) ton that dien nang dat 7,57% giam 0,13% so val. ke hoach; (iv) d6 tin cay cung cap dien cao han ke hoach, thoi gian mat dien trung binh khach hang 1.641 phut, giam 14 philt so voi ke hoach; (v) so khach hang c6 th6i gian cap dien binh quan 5,96 ngay (< 10 ngay) dat ts, le 99,94%; (vi) CS, le thu tien dien/s6 phai thu toan T4p doan dat ts, le 99,89%, cac T6ng Cong ty Dien lvc (TCTDL) deu vucrt chi tieu (?. 99,7%) va vugt chi tieu thu tien dien qua ngan hang va cac to chirc thanh toan trung gian; (vii) diem mix d6 hai long khach hang s* dung dien toan Tap doan binh quan la 7,69/10 diem tang 0,42 diem so vai nam 2015 (7,27 diem), tat ca cac TCTDL deu vuot chi tieu ke hoach giao; (viii) cac chi tieu ve DVKH deu thvc hien tot han nam 2015, c6 12/14 chi tieu DVKH dat ts, le >99% theo yeu cau; (ix) cac nhiem vu khac nhu cap dien nong thon mien nui va hai dao, thvc hien thang tri an khach hang, irng dung CNTT trong cong tac kinh doanh va dichkhach hang, tie't kiem dien, cac chi tieu ve quan tri doanh nghiep deu dat ket qua tot, dieu kien lam viec va dad song CBNV dugc cai thien. Ben canh nhang ket qua da dat dugc, cong tac kinh doanh va dich vu khach hang van con nhang ton tai han the can lchac phuc, d6 la: (i) chat lugng/d6 tin cay cung cap dien chua cao, cat dien theo ke hoach con nhieu, tinh tang cat dien khong thong bao truac cho khach hang, tra dien khong dung hen, muon horn thong bao, khong co hinh th*c irng xir dung (xin 16i, thong bao lai...) khi khong thvc hien &mg cam ket khach hang con eon tai o nhieu don (ii) chi so tiep can dien nang con thap trong ASEAN; iii Mire do hai long cua khach hang can phai nang cao han naa; (iv) quy trinh kinh doanh con phirc tap, chua thvc su thao go., con mat

nhieu then gian, chi phi phan phi van con tang met se dan vi; (v) cong nghe kinh doanh, kyi thuat con lac Nu, xir 1)'T su co chain, trang bi ky/ thuat va cong cu lao Ong con han che; iing dung cong nghe thong tin va ca d& lieu chua thong nhat trong toan Tap doan; (vi) dieu kien lam viec dm can be CBNV viing sau, viing xa con kilo khan, giai guy& con chasm. Nam 2017, Tap doan chon chu de la nam "Day manh khoa hoc cong vo muc tieu hoan thanh toan dien cac nhiem vu, chi tieu ke hoach theo Nghi quyet se) 342/NQ-HDTV cua Hei deng thanh vien Tap doan ngdy 29/12/2016 phe duyet Ke hoach SXKD - Tai chinh - Dau tu xay dung nam 2017 va Chi thi se 26/CT- EVN ngdy 05/01/2017 dm Tong Giam dec ve viec trien khai thut hien ke hoach nam 2017, T'6ng giam dee Tap doan giao nhiem vu cho cac dan vi to chi c thu c hien cac nhiem vu, chi tieu cht:i yeu va cac giai phap ve cong tac kinh doanh Ira dich vu khach hang dam 2017 nhu. sau: I. Nhiem vu - Darn ba.o cung cap du dien phuc v11 phat trien kinh to - xa hei va song nhan dan v i chat h ong WI do tin cay ngdy cang cao. - Hoan thanh toan dien cac chi tieu ke hoach nam 2017. Day manh ap dung khoa hoc cong nghe trong quan l)"( kinh doanh. - San xuat va kinh doanh co 1qi nhuan, can bang tai chinh, nang cao hieu qua san xuat kinh doanh. II. Cac chi tieu cu the - Dien thuang pham: 177,59 ty kwh, tang 11,4% so v i nam 2016; Gia ban dien binh quan toan Tap doan: 1.661,9 d/kwh, trong do gia ban dien binh quan cua cac Tong cong ty Dien lu.c la 1.661 d/kwh; Ty lie ten that dien nang toan Tap doan khong cao han thu hien nam 2016 (7,57%). Ban chi dao giam ten that dien nang dm Tap doan se giao chi tieu cu the cho cac dan vi; - Chi tieu de tin cay cung cap dien cua toan Tap doan: SAIDI: 1.183 philt, SAIFI: 10,7 lan, MAIFI: 2,4 lan; tap trung giam the i gian cat dien c6 ke hoach; - Thai gian tiep can dien nang (cac thu tuc dm Dien EVNHCMC < 05 ngay; EVNNPC, EVNHANOI, EVNCPC va EVNSPC < 07 ngay; - Ty lie thu tien dien qua ngan hang, cac to chuc thanh toan trung gian (khong tinh DVBLDN): EVNNPC, EVNCPC va EVNSPC tang > 5% khach hang so v i nam 2016; EVNHCMC, EVNFIANOI tang > 10% khach hang so voi Warn 2016; Den 31/12/2017, khong con thu ngan vien dien lu c den thu tien dien tai nha khach hang; 2

- Mirc do hai long da khach hang: EVNNPC, EVNSPC, EVNCPC va EVNHANOI > 7,85 diem; EVNHCMC > 8,25 diem. Khang có CTDL có mire do hai long < 7 diem; - Thvc hien 14 chi tieu dinh lugng ve cong tac dich vu khach hang ved ket qua tat han nam 2016; - Nang suat lao clang SXKD dien tang 8-10% so voi nam 2016. Giam 5-10% chi phi (trir khau hao ca ban). Tat ca cac don vi phan dau triet de filet kiem kinh phi va san xuat kinh doanh có lgi nhuan. III. Ti chirc thkrc hi0 Tren ca s& ket qua dat duqc nam 2016, muc tieu, nhiem vu neu teen va cac giai phap da thao luan tai Hai nghi trien lchai nhiem vu cong tac KD&DVKH nam 2017, Tap doan Dien luc Viet Nam yeu cau cac darn vi: 1. To chirc trien khai ngay cac nhiem vu ke hoach nham hoar' thanh dat va vuo:t cac chi tieu cid dat ra. 2. T4p trung moi no hrc dam bao cung img du dien cho phat trien kinh to - xa hai va, ded sang cila nhan clan. Chun bi san sang cac phucmg an img pho veri dien bin bat thuong cua th&i fiat va cac tinh hung bat lgi trong cung cap dien, dac biet tap trung dam bao cung cap dien mua 1(118, mua nang nang Warn 2017 va dam bao cung cap dien cho nuoi tom. 3. Tiep tuc chuyen d6i manh me han ntra nhan thirc can ba lanh dao va nguai lao Bong trong Tap doan, dac biet la tai cac TCTDL, Cong ty Dien luc (CTDL) va Dien lye (DL) ve: (i) Vai tro cua Tap doan v6i trach nhi'om la doanh nghrop cung Ling dich vu di' On nang cho khach hang; (ii) Myc tieu Tap doan gang no 'yr hu.ong tai la sy hai long ciia khach hang sir dung cac dich vu cung cap dien cua EVN; (iii) Khau KD&DVKH la khau danh gia kjt qua kinh doanh cuai cling trong chuji hoot clong san xudt kinh doanh cua Tap (loan, moi mat cong tac cita Tap (loan, tir khau dau tzr xay thing, quan thuat-van hank, kinh doanh cfeu phai hu Ong tat muc tieu dam bao chat luveng dien (d0 tin ca.)), tan so, dion ap, song hai, v.v...) cung cap cho khach hang ngay tang cao va dich vu ngay tang tat hcm, rang giam dac/giam dac cac TCTDL/CTDL/DL phai chiu trach nhiom ve kit qua KD&DVKH cua don vi. 4. Yeu cau cac don vi can cu tinh hinh cu the tai don vi ve chit lugng ha tang luori dien, trang thiet bi, trinh do to chirc quan ly dat ra cac muc tieu cao han, tat han so viii chi tieu ke hoach Tap doan giao. 5. Trang bi thiet bi, cong ngh'e tien tien nang cao chat lugng quan ly van hanh nhu: thiet bi sira chila dien nang, thiet bi rim sir khang cat dien, xe thang, xe nang (trong nam 2017 va 2018 phai trang bi du). Tam climg thvc hi'en dau to 3

xay dung van phong cua cac TCTDL, CTDL, tap trung tar tien nguon von trang bi cac trang thiet bi cho van hanh va KD&DVKH; Cac TCTDL ljp chuang trinh trang bi cac thiet bi cong nghe tien tien bao cao Tjp doan, Ban Ke hoach tang hop va b6 tri von de thuc hien. 6. Ap dung cac giai phap thi cong khong cat dien trong dau to xay dung, sda chira; Ban hanh cac qui dinh v'e thi gian t6i thieu khong duvc cat dien sda chira tinh tix khi dua cong trinh xay dung man, cai tjo, nang cap, sda chira vao boat clong. Giao Ban KT-SX xay dung quy dinh cua Tjp doan bao cao T6ng giam d6c trong thang 3/2017. 7. Cac Ban dia. Tjp doan phi hop hoan thien Quy che ve cong tac sari xudt kinh doanh dien trong Tjp doan Dien Icrc Qu6c gia Viet Nam de trinh HDTV ban hanh trong thang 4/2017. Tiep tuc sda d6i cac quy che, quy dinh theo Nghi dinh s6 10/2017/ND-CP cua Chinh phu ve Quy che quan 1)% tai chinh cua Tjp dodn. 8. Hoan thien he th6ng quy che, quy dinh trong cong tac KD&DVKH. Ban hanh Quy dinh cung cap cac dich vu dien va Quy trinh kinh doanh sda doi trong thang 3/2017, theo hung cung cap dich vu truc tuyan, dien tir hoa, don gian, de thuc hien. Cac don vi trien khai ra soat de darn bao den cu6i nam 2017, tat ca cac lchach hang có nhu cau 1()% ket hop deng mua ban dien true tier) voi cac don vi dien lut thuc EVN phai la clau the hop deng. T6ng giam d6c/giam d6c cac don vi chiu trach nhiem truck Lanh cljo EVN ve viec hodn thanh thuc hien cong viec nay. 9. Xay dung ke hoach hanh ("Ong thuc hien Nghi quyet 19-2017/NQ-C1) cua Chinh phu va 1ce hoach hanh dong cua Bo Cong Thuong. Cac thu tuc va than gian tier) can dien nang d6i v(5.i cac cong viec cua EVN gom 02 thu tuc va 07 ngdy (EVNI-ICMC la 05 ngdy). T6ng giam dec/giam d6c cac don vi true tiep bao cao Bi thu, Chu tich UBND cac tinh/thanh pho ban hanh nghi quyet cua tinh/thanh ph6 ve trien khai cai thien chi so tiep can dien nang. Chu dong de xudt, kin nghi yen cac co quan quan 1)% nhd nuo c (cac BO, SO., nganh,...) de sda d6i cac quy dinh có lien quan nham cai thien chi se) tiep can dien nang. Phi hop voi Phong Thuang mji va Cong nghiep Viet Nam (VCCI) va cac hiep hoi doanh nghiep thu thjp cac y kil, de nghi cua cac doanh nghiep lien quan tad linh vut cung cap dien, xem xet, giai quyet hei nghi gap go' cac doanh nghiep cua Chinh phu (du kien trong thang 3/2017). Tjp doan se xem xet xu 1)% trach nhiem can bo de doanh nghiep phan nan, phan anh van de cung cap dien tai dia phuang. 10. Cac Dan vi nghien cdu kyi danh gia cua tu van dec ljp ve rna.c de hai long dm khach hang, ljp ke hoach, giai phap, khac phuc cac ten tai. Phi hop voi VCCI, t6 ch c trien khai ngay viec k)% ket hop tac vai VCCI. Th6ng nhdt voi Tu van dee 4

11. lap va VCCI each thirc t9 chirc thuc hien khao sat danh gia, kat qua danh gia sir hai long khach hang dam bao khach quan, phan anh dung hien tang. Cac TCTDL bao cao hoat d9ng cua cac Trung tam CSKH, cac kian nghi va de xuat. Trung tam CSKI-I se la dau moi chinh trong viac tiep nhan cac yeti cau va dich vu cung cap din cua khach hang. Nghien ciru, danh gia su hai long khach hang d9i voi cac TTCSKH. Giao Ban Kinh doanh (EVN) va cac TCTDL bao cao T9ng giarn d9c trong thang 3/2017. 12. Trian khai Ung dung CNTT vao cong tac KD&DVKH theo yeti cau Nghi quyk 33/NQ-HDTV va ka hoach thuc hien nam chil a 2017. Tap trung xay dung he th9ng ca soy dir lieu tap trung va thong su9t glib Tap doan clan cac TCTDL, CTDL dam bao viac phan tich s9 lieu, bao cao din tir dugc sir dung ten cac phan mam. 13. T9 chirc he thing thu tin dian, diem thu tin va tang cung ap dung CNTT dam bao linh hoat, thuan lqi de khach hang có the l ra chon thanh toan tin din moi luc, moi nai. 14. Xay dung mo hinh quan 1/ hoat d9ng KD&DVKH cua cac TCTDL, CTDL, DL quan huyan dap img theo de an tai ca cau cua EVN va thi trung ban buon canh tranh. Thuc hien tach bach cong tac dich vu, kinh doanh va quan 1/ van hanh he th9ng luori din phan ph9i, tach bach chi phi dich vu cong ich va kinh doanh dich vu lam ca so. danh gia mire d9 hoan thanh, hiau qua hoat d9ng cua cac don vi va ngu6i dimg dau don vi. Giao Ban TCNS phi hop vai Ban Kinh doanh bao cao giarn d9c trong thang 3/2017. 15. Thut hien cong tac truyan thong true quan va ten cac phuang tin thong tin dai chung, mang xa h9i ve cong tac KD&DVKH, so sanh cac chi tieu cim EVN yen cac nuot trong khu vue. COng khai minh bach cac hoat dong DVKH, thong tin gia thanh, gia ban theo qui dinh, truyan thong va tri an khach hang va cong tac an sinh xa h9i. Khong da xay ra khung hoang truyan thong tai cac don vi Ira Tap doan va cong tac KD&DVKH. Tap doan se xem xet xir ly trach nhiam can b9 có lien quan neu de xay ra Ichung hoang truyan thong. 16. Dao tao nghiap vu, dac bit la va IcY nang xir 1/ tinh hung va giao tiap vbi khach hang cho l'anh dao don vi, d9i nga can b9, ngued lao d9ng co tiep xuc true tiep khach hang (nhan vien phong giao dich KI-I, nhan vien ghi chi s9 cong to., thu ngan vien, nhan vien lap dat cong ta, sira chila dian, v.v...) dap img yeu cau moi CBNV dugc dao tao 01 tuan/nam. Xir 1/ nghiern, tham chi bu9c thoi viac 019i voi cac trung hop vi pham qui dinh cua nganh trong cong tac KD&DVKH, nhat la cac hanh vi nhiing nhigu, tieu cuc, gay kho de cho khach hang. 5

Giao Ban TCNS t6 chirc danh gid ve the not dung va chutmg trinh dao tao, bap cdo T6ng giam d6c. 17. Cdc TCTDL trien khai thu'ang xuyen cong tdc tuyen truyen tiet kiem dien den khdch hang. Day manh trien khai cac giai phap tiet kiem dien thong qua cac de an cu the de danh gid hieu qud tiet kiem, trinh Tap doan phe duyet. Ap dung ding nghe mai de sir dung c6 hieu qua cac ngu6n nang luting mot nang luting tad tao, trien khai mo hinh nang luting mat ten ap mdi tai try sa cac dan vi nganh dien, dac Net tai khu vuc mien Nam (EVNSPC, EVNHCMC). 18. Quan tam toi doi sang tinh than va vat chat de nguati lao dong true tier) SXKD c6 dieu kien tot hcm de thuc hien nhiem vu. Hoan thanh xay dung cac nha true van hanh cum xa cho \ding sau, yang xa truoc 30/6/2017. T6ng Giam d6c Tap doan yeu cau cac d6ng chi Chu tich/t6ng giam d6c, Giam dac cac dan vi khan truang trien khai nhiem vu trong cong tdc KD&DVKH nam 2017 toi town the lanh dao, can bo, cong nhan vien trong don vi, phi hop voi COng doan cac cap phdt dong cac phong trao thi dua thiet thuc, phan dau hoan thanh toan dien cac mile tieu, nhiem vu da dat ra./. No'i nhein: - HDTV (de b/cao); - Cac Tong cong ty Dien Ivo (de t/hien); - AO, EPTC, NPT, EVNICT, EIC (de t/hien); - Van phong Dang ay; - Ging doan Dien Ivo VN (de p/hgp); - Cac Ph6 r6ng Giam d6c; - Cac Ban, Van phong EVN; - Um VT, K.D. o _TONG GIAM DOC TAP i;.'../an 1, 6 1 L- N v'it N, v 6/A74- ang Hoang An 6