兼顾效率和公平的电网企业业扩服务综合评价方法

Comprehensive Evaluation Method of Grid Company Business Expansion Service Considering Efficiency and Fairness

业扩报装服务作为供电服务最核心的业务之一,是电网企业直接对接客户、服务客户的窗口业务,在提高客户满意度、增加客户黏性和配合企业市场化改革等方面具有重要作用。设计了一套兼顾效率和公平性的业扩报装服务评价指标体系及其评价模型;在此基础上,基于计划评审技术提出了描绘指标的标准化概率分布曲线的方法,并据此开展了效率指标和公平指标的双维度指标评价;依托某地区的数据样本开展算例分析,将样板数据计算结果和标准概率分布函数进行了对比分析。结果表明,从公平性指标值以及样本曲线可以反映出数据样本的离散度和不公平性,并对比出不同地区之间的业扩报装服务水平的不平衡及不充分问题。

As one of the core services of power supply services,business expansion service is a kind of window business for docking and serving power customers.It plays an important role in improving customer satisfaction,increasing customer stickiness,and coordinating market-oriented reforms in enterprises.This paper designs a set of evaluation index system and its evaluation model of business expansion services considering efficiency and fairness.Then based on the PERT,a method for delineating the standardized probability distribution curve of the index was proposed,and the two-dimensional index evaluation of the efficiency index and fairness index was carried out.Analysis of examples from time and space dimensions was made based on a regional data sample.The results show that from the fairness index,values and sample curves can reflect the dispersion and unfairness of the data samples.