Customer Empowerment & Satisfaction
Customer Empowerment & Satisfaction
The peak load of Taiwan power system is daytime (10-18) during summer. Besides Taipower’s dispatch to remain system reliability, customers’ awareness of energy saving is also needed. In the case of high-voltage customers were fully deployed with AMI, Taipower has used communication technologies to build High-voltage Customer Service Portal (https://hvcs.taipower.com.tw/) to provide customers value-added services and create a win-win situation for the company and customers.
The frequency of transmission time from customers’ installed AMI to Taipower is daily. Through information and communication technology (ICT) and analysis, the data would eventually be presented by visual charts to users.
The website was officially launched in July 2016, which can help high-voltage customers manage power by themselves and help them control power consumption and electricity costs. The customer can apply for an account by MOEACA Application online or at the counter.
The following are website features. Detailed functions are illustrated in next section.
2. Function Architectures & Services Descriptions
Several website functions and services are presented as follows.
All services of the website are listed as below:
Power consumption management
Trial calculation of Demand Response Programs
Announcement and service
3. Future development
Since the website has been launched, Taipower keeps refining the functions and services. In the future, Taipower will continue to refine this website according to customer needs and advance in analytical technology.
TPC e-Bill service
“General User” can have access to the website related information including payment status enquiry, bill pre-estimate, website tutorial, FAQ, and news.
Users can register to become the “Member” of TPC e-Bill service. In addition to periodic bill notification and payment certificate in the form of email, users can also have access to historical bill data.
A member could login the TPC e-Bill service to have access to the functions of basic information management, bill inquiry, and analysis of amount consumption chart. To make the operation easily, the bill information of all registered customer numbers will be listed on the login screen, and the provided functions are the latest monthly bill, total amount, payment status, download the bill, and historical data.
3. AMI Real-Time Inquiry
To facilitate the real-time inquiry of amount consumption data by AMI smart meter users and thus promoting the power consumption management, the “AMI Area” icon behind the customer number of AMI could be selected to enter the AMI dashboard function, which provides various functions such as comparison of various real-time amount consumption data, self-defined upper limit of amount consumption, analysis of amount consumption statistical chart, and rate service evaluation.
Note: Users could enquire real-time amount consumption data of the previous day by noon.
The real-time and detailed AMI amount consumption charts are presented in graphics to show the statistics based on “year”, “month, “day”, “15 minutes”, and the daily (24 hours) comparison.
4. Future planning
Other APPs (such as Taipower, and power is points)
Web service Taipower App
App launched at the end of 2016.Innovative and diversified products and services will be developed via mobile carrier in order to enhance customer’s experience and to strengthen customer satisfaction. The App provides five major functions of management of user’s electricity, power use application, push notification, account service, and inquiry of service center. In 2018 we introduced the App service for intermediate settlement application and payment, and for payment of line installation fee for power use application. In 2020, we add new function such as power failure report, prepaid, AMI service, and so on. At the same time, revising the name of App to Taipower. In the future we will continue to integrate diversified products and service modes to the APP to develop the five major mobile carrier development strategies of diversified payment services, transparent power consumption information, bilateral safety report, integrated energy service, and customer management community in order to comprehensively strengthen user experience and implement the business vision based on the orientations of customer and smart mobile service.
Power is point
In order to strengthen the interaction with users and to enhance the energy saving awareness, TPC developed the “Power is point” APP, which was launched on April 20, 2018, and it provided creative energy saving activities such as puzzle quiz and treasure hunt games. Then, TPC launched a revision of “Power is point” APP on October 2020.In addition to optimizing the user interface, we also rolled out a new feature – power saving prediction.After an user signed up as a member with the ID of cell phone number, he/she can be granted certain points by participating in various activities on this APP. The accumulated points can be used to redeem certain products or to participate in the lucky draw.
“Power is point” is the first point collection APP introduced by TPC. It appears to be an APP for users to collect and redeem points, it is actually the specific application of customer loyalty program which has been going on for years in foreign countries. A lot of foreign electricity enterprises (such as Tokyo Electric Power Company, Kansei Electric Power, and E.ON Power Company) and some domestic businesses (such as Pxmart, 7-11, and HappyGO) have also tried to keep their customers via close interaction and point collection and redemption mechanism.
Even though now the point collection function of this APP is mainly about the promotion of energy saving, it has been under consideration into all sales and activity promotion of TPC in the scope of point collection such that TPC’s ideas, products, and services can be more accurately delivered to users to obtain the feedback opinions from them. And the horizontal alliance can be formed via point exchange strategy so that users using TPC’s services can be awarded the value-added benefits, and it can be put in the first place.