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黨的(de)(de)(de)(de)(de)十九屆(jie)四(si)中(zhong)(zhong)(zhong)(zhong)全會(hui)(hui)審議通(tong)(tong)過的(de)(de)(de)(de)(de)《中(zhong)(zhong)(zhong)(zhong)共中(zhong)(zhong)(zhong)(zhong)央關(guan)于堅持(chi)(chi)和(he)完善(shan)(shan)中(zhong)(zhong)(zhong)(zhong)國特色社會(hui)(hui)主義(yi)制(zhi)(zhi)(zhi)(zhi)度(du)(du)(du)、推(tui)進(jin)國家治(zhi)(zhi)理(li)(li)體(ti)(ti)系(xi)和(he)治(zhi)(zhi)理(li)(li)能力現代化若干重大問題(ti)的(de)(de)(de)(de)(de)決(jue)定(ding)》，全面(mian)回(hui)答了(le)在(zai)我國國家制(zhi)(zhi)(zhi)(zhi)度(du)(du)(du)和(he)國家治(zhi)(zhi)理(li)(li)體(ti)(ti)系(xi)上(shang)應該“堅持(chi)(chi)和(he)鞏固什么(me)、完善(shan)(shan)和(he)發展(zhan)什么(me)”這個重大政(zheng)治(zhi)(zhi)問題(ti)，為堅持(chi)(chi)和(he)完善(shan)(shan)中(zhong)(zhong)(zhong)(zhong)國特色社會(hui)(hui)主義(yi)制(zhi)(zhi)(zhi)(zhi)度(du)(du)(du)、推(tui)進(jin)國家治(zhi)(zhi)理(li)(li)體(ti)(ti)系(xi)和(he)治(zhi)(zhi)理(li)(li)能力現代化指明了(le)努力方向。中(zhong)(zhong)(zhong)(zhong)國聯(lian)通(tong)(tong)深入貫(guan)(guan)徹落實四(si)中(zhong)(zhong)(zhong)(zhong)全會(hui)(hui)《決(jue)定(ding)》精(jing)神，在(zai)系(xi)統(tong)謀劃(hua)貫(guan)(guan)徹落實意見的(de)(de)(de)(de)(de)同時，加(jia)(jia)快推(tui)進(jin)面(mian)向廣大消費者的(de)(de)(de)(de)(de)企業內(nei)部流程(cheng)優化，完善(shan)(shan)踐行以人民(min)為中(zhong)(zhong)(zhong)(zhong)心發展(zhan)思(si)想的(de)(de)(de)(de)(de)制(zhi)(zhi)(zhi)(zhi)度(du)(du)(du)體(ti)(ti)系(xi)，推(tui)動公(gong)(gong)司經營(ying)(ying)管理(li)(li)與為民(min)服務層(ceng)面(mian)的(de)(de)(de)(de)(de)制(zhi)(zhi)(zhi)(zhi)度(du)(du)(du)更加(jia)(jia)成熟更加(jia)(jia)定(ding)型。近(jin)日，中(zhong)(zhong)(zhong)(zhong)國聯(lian)通(tong)(tong)制(zhi)(zhi)(zhi)(zhi)定(ding)并形成了(le)公(gong)(gong)司業務流程(cheng)與制(zhi)(zhi)(zhi)(zhi)度(du)(du)(du)優化的(de)(de)(de)(de)(de)一(yi)攬子(zi)方案(an)并正(zheng)式實施(shi)。在(zai)本次業務流程(cheng)與制(zhi)(zhi)(zhi)(zhi)度(du)(du)(du)優化中(zhong)(zhong)(zhong)(zhong)，中(zhong)(zhong)(zhong)(zhong)國聯(lian)通(tong)(tong)始終堅持(chi)(chi)問題(ti)導向，瞄(miao)準調研發現公(gong)(gong)司運營(ying)(ying)服務中(zhong)(zhong)(zhong)(zhong)全局性(xing)(xing)、基礎性(xing)(xing)、關(guan)鍵性(xing)(xing)制(zhi)(zhi)(zhi)(zhi)度(du)(du)(du)問題(ti)，著力提(ti)升運營(ying)(ying)效率，完善(shan)(shan)生(sheng)產組(zu)織體(ti)(ti)系(xi)和(he)資源(yuan)配置方式，加(jia)(jia)快推(tui)進(jin)互聯(lian)網(wang)化新運營(ying)(ying)，提(ti)升企業治(zhi)(zhi)理(li)(li)效能。

面向個人用戶：優化業務流程，改善用戶感知

據(ju)大(da)量用(yong)(yong)戶反映(ying)，聯(lian)通現有融合(he)業(ye)務(wu)(wu)辦(ban)理復雜(za)(za)，用(yong)(yong)戶等待時間(jian)長(chang)；部分業(ye)務(wu)(wu)當(dang)月無法一(yi)(yi)次(ci)(ci)受理，需要下月再次(ci)(ci)到廳(ting)辦(ban)理等等。針對用(yong)(yong)戶反應的(de)(de)痛點問題，為(wei)從根源上解決，中國聯(lian)通一(yi)(yi)方面對現有融合(he)產品種類進行大(da)幅收斂，一(yi)(yi)方面對融合(he)業(ye)務(wu)(wu)辦(ban)理復雜(za)(za)、多次(ci)(ci)到廳(ting)等問題進行了(le)系統(tong)流程重構。優(you)化后，融合(he)業(ye)務(wu)(wu)平均(jun)辦(ban)理時長(chang)縮短了(le)50%以上，多次(ci)(ci)到廳(ting)問題得(de)到大(da)范圍整改。據(ju)數據(ju)反饋，超過85%的(de)(de)一(yi)(yi)線營業(ye)員(yuan)感受到了(le)流程優(you)化帶來的(de)(de)顯著成果，客戶滿意度(du)高達88.9%，實現大(da)幅度(du)提升(sheng)。

針對一(yi)線市場所收集到的(de)客(ke)戶(hu)集中反饋(kui)的(de)問題，中國聯通(tong)引起高(gao)度(du)重視，統一(yi)思想(xiang)，目(mu)標一(yi)致，攻(gong)堅克(ke)難，在最短時(shi)間完善了廣受大眾關注的(de)幾項業務，截至(zhi)10月，2019年同比2018年10010投訴(su)降幅達30%，為用戶(hu)提交上一(yi)份滿意的(de)答卷。

為(wei)了(le)向異地(di)辦(ban)理(li)業(ye)務(wu)(wu)(wu)(wu)的(de)用(yong)(yong)(yong)(yong)戶(hu)(hu)提供更方便快捷的(de)服(fu)務(wu)(wu)(wu)(wu)，中國(guo)聯通(tong)在(zai)已推出的(de)“異地(di)無憂”業(ye)務(wu)(wu)(wu)(wu)，如(ru)異地(di)停機(ji)(ji)保(bao)號/復(fu)(fu)機(ji)(ji)、移網(wang)掛失/解掛、補換卡(ka)、繳費(fei)、過戶(hu)(hu)、開具電子(zi)發票、移網(wang)銷(xiao)戶(hu)(hu)等(deng)基礎上，還(huan)實(shi)(shi)現(xian)了(le)銷(xiao)戶(hu)(hu)等(deng)非正常狀態手機(ji)(ji)用(yong)(yong)(yong)(yong)戶(hu)(hu)在(zai)網(wang)/手廳交費(fei)、銷(xiao)戶(hu)(hu)用(yong)(yong)(yong)(yong)戶(hu)(hu)可退費(fei)至銀(yin)行(xing)(xing)卡(ka)等(deng)功(gong)能(neng)，打破了(le)通(tong)信(xin)行(xing)(xing)業(ye)以(yi)屬地(di)化服(fu)務(wu)(wu)(wu)(wu)為(wei)主的(de)傳統(tong)服(fu)務(wu)(wu)(wu)(wu)模式，解除了(le)通(tong)信(xin)產品的(de)地(di)域(yu)屬性，滿足了(le)用(yong)(yong)(yong)(yong)戶(hu)(hu)對通(tong)信(xin)服(fu)務(wu)(wu)(wu)(wu)的(de)多元化需求，真正提升產品價值和服(fu)務(wu)(wu)(wu)(wu)品質，實(shi)(shi)現(xian)惠(hui)民便民。同(tong)時，手機(ji)(ji)營業(ye)廳作為(wei)中國(guo)聯通(tong)“功(gong)能(neng)最(zui)為(wei)完(wan)善(shan)、用(yong)(yong)(yong)(yong)戶(hu)(hu)體量(liang)最(zui)大(da)、互聯網(wang)化程度(du)最(zui)高”的(de)線(xian)上服(fu)務(wu)(wu)(wu)(wu)窗口(kou)，為(wei)了(le)給(gei)用(yong)(yong)(yong)(yong)戶(hu)(hu)提供最(zui)全面、最(zui)便捷的(de)“查(cha)交辦(ban)”自助(zhu)服(fu)務(wu)(wu)(wu)(wu)，本次(ci)流程優化進(jin)一(yi)步完(wan)善(shan)了(le)停機(ji)(ji)保(bao)號復(fu)(fu)機(ji)(ji)功(gong)能(neng)，用(yong)(yong)(yong)(yong)戶(hu)(hu)可通(tong)過人臉識別實(shi)(shi)現(xian)免登錄復(fu)(fu)機(ji)(ji)。針對當前(qian)使用(yong)(yong)(yong)(yong)量(liang)較大(da)的(de)融(rong)合套餐主副卡(ka)用(yong)(yong)(yong)(yong)戶(hu)(hu)，實(shi)(shi)現(xian)了(le)余量(liang)查(cha)詢功(gong)能(neng)，目前(qian)已在(zai)天津(jin)、廣(guang)西等(deng)六省進(jin)行(xing)(xing)試點運(yun)行(xing)(xing)，預計(ji)將在(zai)12月底完(wan)成(cheng)全國(guo)范圍內的(de)上線(xian)。

面向行業用戶：優化管理流程，提升質量效率

2019年中國聯通新(xin)興(xing)(xing)ICT業(ye)(ye)(ye)務(wu)快速增(zeng)長，為(wei)了加強風(feng)險(xian)管控(kong)(kong),實現高(gao)質量(liang)發展，總部制定了新(xin)興(xing)(xing)ICT項目(mu)類(lei)(lei)業(ye)(ye)(ye)務(wu)管理(li)辦法，在全(quan)國范(fan)圍內上線新(xin)興(xing)(xing)ICT運(yun)營(ying)系(xi)統(tong)并不斷迭代優化系(xi)統(tong)運(yun)營(ying)流(liu)程。超過(guo)70%的員工(gong)認為(wei)，通過(guo)進一步規范(fan)新(xin)興(xing)(xing)ICT項目(mu)類(lei)(lei)業(ye)(ye)(ye)務(wu)管理(li)、提升系(xi)統(tong)支撐能力，能有(you)效防控(kong)(kong)風(feng)險(xian)，提升效率。中國聯通也通過(guo)修訂大(da)客戶項目(mu)前評(ping)(ping)估(gu)制度(du)，使評(ping)(ping)估(gu)指導意(yi)見更加適(shi)合業(ye)(ye)(ye)務(wu)發展，有(you)效解決了政企客戶工(gong)程項目(mu)分類(lei)(lei)界(jie)面不清問(wen)題，認可度(du)高(gao)達99%。

中(zhong)國聯通進一步(bu)簡化了物(wu)聯網(wang)業(ye)(ye)務(wu)開(kai)通流程，平臺受(shou)理業(ye)(ye)務(wu)時間縮(suo)短至兩(liang)天，通用類(lei)業(ye)(ye)務(wu)訂單(dan)內容大(da)幅壓縮(suo)，客戶一次蓋章即(ji)可開(kai)通業(ye)(ye)務(wu)，通過中(zhong)臺集中(zhong)審(shen)核提高效率，退單(dan)率由30%降至4%，客戶滿意(yi)度提高至85%。

同時，中國聯(lian)通推出政企(qi)(qi)精品(pin)(pin)網、云(yun)聯(lian)網等云(yun)網融(rong)合新產品(pin)(pin)，為行業(ye)用戶提(ti)供(gong)了(le)低時延、高可(ke)靠、彈(dan)(dan)性帶寬的(de)(de)(de)差異化產品(pin)(pin)。政企(qi)(qi)精品(pin)(pin)網確保設(she)計(ji)方案和設(she)備(bei)采購的(de)(de)(de)及時性，縮短了(le)25%的(de)(de)(de)工期(qi)；云(yun)聯(lian)網平臺則(ze)解決了(le)政企(qi)(qi)客戶上云(yun)不便利、不同云(yun)商間(jian)的(de)(de)(de)多云(yun)互訪無(wu)法實現的(de)(de)(de)難(nan)題，滿足了(le)客戶一跳上云(yun)和云(yun)間(jian)互聯(lian)的(de)(de)(de)迫(po)切需(xu)求，可(ke)為行業(ye)客戶提(ti)供(gong)即時開通、彈(dan)(dan)性帶寬的(de)(de)(de)差異化服(fu)務。

中國(guo)聯通(tong)(tong)的(de)業(ye)務(wu)(wu)流(liu)程與制度優(you)(you)化(hua)(hua)(hua)工(gong)作以(yi)(yi)滿足廣(guang)大(da)消費(fei)者對美好信息通(tong)(tong)信生活的(de)向(xiang)往為(wei)(wei)(wei)出(chu)發(fa)點，以(yi)(yi)客(ke)戶和(he)一(yi)線(xian)員工(gong)的(de)痛點為(wei)(wei)(wei)切(qie)(qie)入，建(jian)立(li)了(le)(le)(le)一(yi)系(xi)列優(you)(you)化(hua)(hua)(hua)流(liu)程的(de)制度和(he)舉措，提高了(le)(le)(le)一(yi)線(xian)業(ye)務(wu)(wu)辦理(li)(li)(li)的(de)工(gong)作效率，提升(sheng)了(le)(le)(le)服務(wu)(wu)質量，同時優(you)(you)化(hua)(hua)(hua)了(le)(le)(le)系(xi)統平臺(tai)的(de)高效運轉(zhuan)能(neng)力，打造了(le)(le)(le)“便(bian)民利(li)民、高效快捷”的(de)服務(wu)(wu)口碑。未來，中國(guo)聯通(tong)(tong)將(jiang)繼續(xu)以(yi)(yi)客(ke)戶體(ti)驗為(wei)(wei)(wei)引領，持續(xu)推進大(da)服務(wu)(wu)體(ti)系(xi)建(jian)設，建(jian)立(li)客(ke)戶感知晴雨表，以(yi)(yi)客(ke)戶聲音驅動內(nei)(nei)部管理(li)(li)(li)轉(zhuan)型，全面踐行以(yi)(yi)“一(yi)切(qie)(qie)為(wei)(wei)(wei)了(le)(le)(le)客(ke)戶、一(yi)切(qie)(qie)為(wei)(wei)(wei)了(le)(le)(le)市場(chang)、一(yi)切(qie)(qie)為(wei)(wei)(wei)了(le)(le)(le)基層”為(wei)(wei)(wei)內(nei)(nei)涵的(de)“三個一(yi)切(qie)(qie)”經營服務(wu)(wu)理(li)(li)(li)念，持續(xu)建(jian)立(li)完善系(xi)統完備、科學規范、運行高效的(de)工(gong)作流(liu)程和(he)制度體(ti)系(xi)，深入貫徹(che)落(luo)實新發(fa)展理(li)(li)(li)念，全面提高企業(ye)管理(li)(li)(li)能(neng)力和(he)治(zhi)理(li)(li)(li)水平，為(wei)(wei)(wei)推進國(guo)家(jia)治(zhi)理(li)(li)(li)體(ti)系(xi)和(he)治(zhi)理(li)(li)(li)能(neng)力現代化(hua)(hua)(hua)做出(chu)更大(da)貢獻(xian)。（《國(guo)資(zi)報告》通(tong)(tong)訊(xun)員 楊(yang)依依）