文章來源：中國南(nan)方電網有限責任公(gong)司 發布時間：2016-12-18
近日(ri)，廣州(zhou)(zhou)社情民(min)意研究中心發布2015年度廣州(zhou)(zhou)城(cheng)市狀況市民(min)評價(jia)民(min)調報(bao)告(gao)，供(gong)電(dian)狀況滿意度達到85%，在(zai)全(quan)市33個公共服(fu)務行業(ye)中排名首位(wei)，這是南方電(dian)網供(gong)電(dian)服(fu)務工作連續15年獲得廣州(zhou)(zhou)市民(min)評價(jia)第一名。
2015年以來，南方電(dian)(dian)(dian)(dian)網(wang)(wang)所(suo)屬(shu)廣州供電(dian)(dian)(dian)(dian)局(ju)持(chi)續(xu)深化(hua)客(ke)(ke)戶(hu)(hu)(hu)全方位服(fu)(fu)務(wu)(wu)體系建設(she)(she)，不斷提升客(ke)(ke)戶(hu)(hu)(hu)服(fu)(fu)務(wu)(wu)能力(li)。一是(shi)(shi)強(qiang)化(hua)客(ke)(ke)戶(hu)(hu)(hu)抱(bao)怨分析(xi)和(he)(he)管控，客(ke)(ke)戶(hu)(hu)(hu)抱(bao)怨率持(chi)續(xu)降低。全局(ju)累計客(ke)(ke)戶(hu)(hu)(hu)抱(bao)怨率為14.79宗/萬戶(hu)(hu)(hu)，同(tong)比下降17.7%。向社會承諾“為民服(fu)(fu)務(wu)(wu)十(shi)件實事”，重點解(jie)決(jue)城中(zhong)村(cun)用電(dian)(dian)(dian)(dian)安(an)全、電(dian)(dian)(dian)(dian)壓(ya)低、服(fu)(fu)務(wu)(wu)便捷度(du)不足等問題(ti)(ti)。二是(shi)(shi)創(chuang)新服(fu)(fu)務(wu)(wu)手(shou)段。持(chi)續(xu)完(wan)善遠程服(fu)(fu)務(wu)(wu)渠道，推出微(wei)信繳費、微(wei)信報障等功(gong)能，業(ye)務(wu)(wu)辦理(li)(li)比例95.5%。實行(xing)(xing)客(ke)(ke)戶(hu)(hu)(hu)分群管理(li)(li)，形成65條(tiao)差異化(hua)服(fu)(fu)務(wu)(wu)策略，進一步提升服(fu)(fu)務(wu)(wu)的針對(dui)性和(he)(he)有(you)效性。主動加(jia)入(ru)(ru)政(zheng)府服(fu)(fu)務(wu)(wu)網(wang)(wang)絡，延伸電(dian)(dian)(dian)(dian)力(li)服(fu)(fu)務(wu)(wu)窗口。開(kai)展(zhan)(zhan)(zhan)大客(ke)(ke)戶(hu)(hu)(hu)電(dian)(dian)(dian)(dian)工技能培訓，惠(hui)及300多家(jia)(jia)企業(ye)共500人(ren)次。三是(shi)(shi)開(kai)展(zhan)(zhan)(zhan)專(zhuan)(zhuan)項(xiang)治理(li)(li)，解(jie)決(jue)客(ke)(ke)戶(hu)(hu)(hu)反映的突出問題(ti)(ti)。將業(ye)擴投資界面(mian)延伸至客(ke)(ke)戶(hu)(hu)(hu)紅線，為客(ke)(ke)戶(hu)(hu)(hu)節(jie)省建設(she)(she)初期(qi)一次性投入(ru)(ru)資金(jin)，實現家(jia)(jia)門(men)口接(jie)電(dian)(dian)(dian)(dian)。開(kai)展(zhan)(zhan)(zhan)業(ye)擴報裝專(zhuan)(zhuan)項(xiang)治理(li)(li)，實行(xing)(xing)業(ye)擴管理(li)(li)制度(du)和(he)(he)報裝受限(xian)區(qu)域(yu)公示，解(jie)決(jue)體外循(xun)環、人(ren)為設(she)(she)置障礙等問題(ti)(ti)。開(kai)展(zhan)(zhan)(zhan)城中(zhong)村(cun)用電(dian)(dian)(dian)(dian)安(an)全隱患治理(li)(li)，積極(ji)統籌(chou)(chou)電(dian)(dian)(dian)(dian)網(wang)(wang)投資和(he)(he)社會投資推進電(dian)(dian)(dian)(dian)網(wang)(wang)改造，探索出“公用專(zhuan)(zhuan)變改專(zhuan)(zhuan)用專(zhuan)(zhuan)變”、“自籌(chou)(chou)資金(jin)建設(she)(she)臺區(qu)”等模(mo)式，解(jie)決(jue)客(ke)(ke)戶(hu)(hu)(hu)用電(dian)(dian)(dian)(dian)難題(ti)(ti)。