"Discipline Inspection+Business" two -way integration helps high -quality service levels to improve

State Grid Zhoushan Power Supply Company Power Supply Services Command Center is a omni -channel in the omni -channel integration of "production, service, and command". It carries out the power grid operation monitoring and dispatch control around the weather. Multi -channel (95598, 12398, etc.) receives and dispose of user power appeals. Since the beginning of this year, the center has enhanced work linkages through the two -way integration of "disciplinary inspection+business", and promoted the implementation of various policies and measures for power supply services by disciplinary inspection and re -supervision, continuously improving the power -to -handed experience, and helping the business environment optimization.

In the problem "Check+Assistance" mode, improve the level of grass -roots power supply services. The center is guiding and investigating the rectification of district and county power branches and power supply agencies to conduct a list of rectification and investigation of the business issues of the district and county. Key issues such as dissatisfaction, insufficient power investment extension, and long -term duration of electricity have increased supervision. More than 50 issues have been investigated, and the rectification rate has reached 97.9%, which has improved the standardization of first -line business. At the same time, establish a "standard answer library", combine inspection with business assistance, organize business exchange meetings, solve doubts, clear work requirements, and ensure that various policy requirements are really implemented. Continue to promote the "clear, bright, net, and respect" business window image improvement project, rely on window inspections, repair inspections, remote inspections, and random inspections to conduct business windows business personnel and power repair personnel. The "two guarantees" are achieved: ensuring that the service requirements of front -line personnel are clear, the policy requirements are clear, and the discourse behavior is standardized to ensure that the business window environment is clean and tidy, the epidemic prevention and control, and the service image of the service has been respecting the masses and customers. As of now, the city's business hall has not been found to be unfamiliar with the business in the provincial marketing service center.

Establish a service risk prevention and control mechanism with the work order "1+N" mode. At present, all majors adopt work orders to drive business models. There are appointment orders for industry expansion majors, and customer service majors include government and police work orders. The distribution network majors include equipment warning, supervision and supervision. , Public opinion work order, a work order seems to be an incident, there are many problems and shortcomings hidden behind it. The center through "turning simplification into complexity", multi -angle analysis, multi -professional sorting out, finding out various problems, collaborative management and control mechanisms through power supply service risk, internal and marketing, transportation inspection, party building, disciplinary inspection and other professional departments, external and external and external and external and external and disciplinary inspection Municipal 12345 Public Service Management Center, the Intelligence Command Center of the Public Security Bureau, the emergency command center, the fire rescue detachment command center and other departments jointly conduct efforts to carry out early warning prevention and control of the "1+N" service incident. A variety of risks. Event treatment adopts "turning and complication into simplification", integrates the opinions of each professional, and issued a supervision and rectification order covering the requirements of various majors. Multiple types of problems to achieve accurate risk prevention and control.

Create business supervision version 2.0 in the "digital+digital governance" model. Deepen the application of the "Internet+Smart Supervision" achievement, based on the power supply service command system, carry out collaborative supervision projects, through "professional linkage, digital drive, joint prevention and joint control", create a two -way coordination mechanism for "online+offline", and use it to use it CSI digital index management, irregular situation of early warning business, high -quality service hidden dangers, and risk of integrity and clean government. Establish a power supply service monitoring compartment business monitoring platform and sensitive thesaurus, issue 26 cases of business supervision and high -quality service proposals to the responsible unit, and propose 4 improvement measures for targetedness. 100%. The supervision of the power supply extends to the implementation of the red line promise to implement the implementation, investigated 17 suspected issues, and received high recognition from customers. The customer satisfaction of the industry expanded process has always maintained more than 99.9%.

In the next step, the State Grid Zhoushan Power Supply Company will accurately target the problem of indifference to the people and customers in the construction of the power business environment in accordance with the requirements of "strict and consistent and comprehensive governance" work requirements, and continue to promote the "disciplinary inspection+business" in the field of power supply services in the field of power supply services. The model has been deeply practically improved, comprehensively enhances the initiative and accuracy of the supervision of power supply services, and creates a guarantee for the new picture of "islands and beautiful and beautiful" electricity. (Li Aihua, Yu Yanyan)

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