数字化转型背景下基于需求侧的“获得电力”评价指标体系构建

Construction of demand-side "access to electricity" evaluation index system in the context of digital transformation

数字化转型为供电企业提升服务水平提供了新契机。随着社会经济文化发展,用电客户更加注重服务品质、服务感知和服务体验,对供电服务水平提出新要求。基于世界银行“获得电力”评价指标体系,从客户需求侧出发,以国家能源局“12398”能源监管热线投诉举报内容为来源,通过内容分析和非结构化分析,挖掘出需求侧对供电公司营商环境的诉求,以此为基准,结合数字化技术的发展,对世界银行和国家发展改革委员会发布的“获得电力”评价指标体系进行改进,构建了包括便利性、经济性、及时性、供电安全、可靠性、供电服务人员态度等六方面二级评价指标、32个三级指标在内的电力营商环境“获得电力”评价指标体系。所构建的数字化转型背景下基于需求侧的“获得电力”评价指标体系,对于数字技术赋能电力企业,优化“获得电力”营商环境具有重要的参考价值和实践指导意义。

Digital transformation provides a new opportunity for power supply enterprises to improve their service level. With the development of social economy and culture, customers pay more attention to service quality, service perception and service experience,and put forward new requirements for power supply service level. Based on the World Bank’s "Access to Electricity" evaluation index system, this paper takes the customer demand side as the starting point and uses the complaints and reports of 12398 energy supervision hotline of the National Energy Administration as the content analysis and unstructured analysis to uncover the demand-side demands on the business environment of power supply companies. With this as the benchmark, combined with the development of digital technology, the evaluation index system of "Access to Electricity" issued by the World Bank and the National Development and Reform Commission has been improved, and six secondary evaluation indexes including convenience, economy, timeliness, security, reliability and attitude of power supply service personnel and 32 tertiary indexes have been constructed. The constructed demand-side based “access to electricity” evaluation index system in the context of digital transformation is an important reference value and practical guidance for power companies to empower digital services and optimize the "access to electricity" business environment.