构建以客户为中心的供电服务新体系路径探析

Construction of a New Customer-Centered Power Supply Service System

传统的电力体制下电网企业的服务意识和服务水平严重滞后于经济社会发展和电力用户的实际需求。电网公司作为关系国家能源安全和国计民生的国有重点骨干企业,是服务保障民生的重要力量。应该充分认识坚持以客户为中心提升优质服务水平的重大意义,践行"人民电业为人民"的企业宗旨,提升电网公司服务水平,真正做好电力先行官,架起党联系群众的连心桥。构建供电服务新体系,打造公司能源服务新品牌,把客户需求贯穿于企业各项工作中。强化保障措施的建立,通过实施八大服务工程,深化"互联网+营销服务",开拓能源服务新业态等有效手段,达到以客户为中心持续提升优质服务水平。

In the traditional power system, the service consciousness and service level of power grid enter- prises lag behind the economic and social development and the actual needs of power users. As a key state-owned enterprise that relates to national energy security and the national economy and people＇s live- lihood, the grid company is an important torte in serving the protection of people＇s livelihood. It is neces- sary to tully understand the importance of adhering to the principle of improving the quality of customer- centered services, practicing the corporate tenet of ＂People＇s Electric Industry tbr the People＂, improving the service level of the power grid companies, truly acting as the electric power pioneer and the bridge that links the Party with the masses. The customer demands should be throughout all the work of building a new system of power supply services and creating a new brand of energy service for the company. Effec- tive means like strengthening the establishment of saleguard measures, exploring new types of energy services by implementing eight major service projects and deepening the model of ＂Internet ＋ marketing services＂ will help to achieve the goal of continuously improving the quality of consumer-centered service.