面向电网企业相关方的服务评价体系建立与应用

Establishment and Application of Service Evaluation System for Related Parties of Power Grid Enterprises

随着电力营商环境的不断优化,电网企业将传统客户服务范围拓展到企业相关方——发电企业、供应商、用电客户,而现有电网企业的服务水平与相关方的期望值存在一定的差距。为提升对电网企业相关方的服务,从工作机制、评价指标、组织架构等方面进行深入研究,建立面向相关方的服务评价体系。应用表明该体系有助于电网企业提升对相关方的服务水平,对电网企业建设能源互联网企业,具有一定的实践意义。

With the continuous optimization of the power business environment,power grid enterprises extend the scope of traditional customer service to the related parties of the enterprise,such as power generation enterprises,suppliers and electricity customers.However,there is a certain gap between the service level of existing power grid enterprises and the expectations of related parties.In order to improve the service to the related parties of power grid enterprises,an in⁃depth study was made from the aspects of working mechanism,evaluation index and organizational structure,and a service evaluation system for the related parties was established.The practical application shows that the system helps power grid enterprises to improve the service level for related parties,and has certain practical significance for power grid enterprises to build energy Internet enterprises.