摘要
适应当前社会经济发展及用电客户对营商环境的高要求,加速电力企业的服务模式转型,提升客户办电与用电的感知度,本文首先明确优化电力营商环境的必要性,剖析电力营商环境发展现状,通过分析电力营商环境优化过程中存在的协同不足、创新不足及可视化不足等问题,细化提出从组织结构、内部协同方面强化组织协同力度,从差异化服务、政企服务及网格化服务方面创新客户服务模式,从信息资源共享及资讯透明方面打造资源信息可视化,全面促进电力服务向精准化、差异化、智能化转型升级,提升"获得电力"指标及客户服务满意度,着力优化电力营商环境的"硬实力"与"软实力"。
In order to match the current socioeconomic development and electricity customers’ higher requirements for the business environment,accelerate the transformation of the service mode of power enterprises,and enhance customers’ perception of electricity and electricity use,this paper first clarifies the necessity of optimizing the power business environment and analyzes the current situation of its development. By analyzing the problems in the process of optimization of the power business environment like the lack of coordination,innovation and visualization,it puts forward detailed strategies such as strengthening organizational coordination in the aspects of the organizational structure and the internal coordination,innovating the customer service mode in the aspects of the diversified service,the government-enterprise service and the grid service,creating the resource information visualization in the aspects of the information resource sharing and the information transparency,comprehensively promoting the transformation and upgrading of the power service in the aspects of precision,differentiation and intelligence,improving the access to power indicators and the customer service satisfaction,and focusing on optimizing the "hard power"and"soft power"of the power business environment.
作者
王皓
范军
吴珂佳
张婧
WANG Hao;FAN Jun;WU Kejia;ZHANG Jing(State Grid Chongqing Shiqu Power Supply Company,Chongqing 400015,P.R.China)
出处
《重庆电力高等专科学校学报》
2021年第5期31-33,共3页
Journal of Chongqing Electric Power College
关键词
电力营商环境
优化营商环境
组织协同
服务模式
power business environment
optimization of the business environment
organization and coordination
service mode
