| Since the reform of "separation of plant and network",power grid enterprises have been committed to improving customer satisfaction and achieved certain results.The "Several Opinions of the CPC Central Committee and The State Council on Further Deepening the Reform of the Electric power System" a new round of electric power system reform documents put forward higher requirements for power supply services of power grid enterprises.The national strategic goal of "carbon neutral and peak carbon" also promotes the active transformation and meeting challenges of power grid enterprises as energy enterprises.However,from the perspective of electricity customers,they still face the problems of service management such as insufficient power supply in summer,complicated application process and data.The 19 th National Congress of the CPC held that there is a huge contradiction between the people’s needs for a better life and the current unbalanced and inadequate level of economic development.In the field of electricity,there is also a contradiction between the unmet needs of electricity customers and the low level of power supply service management.Therefore,A power grid enterprise,as A provincial power grid enterprise leading the reform,must further integrate service resources,optimize service mode and expand service types,so as to promote the enterprise to increase profits and improve efficiency with A higher service level.Taking digital transformation as the background,this thesis firstly conducts literature research on power supply service level,digital transformation and digital practice,and clarifies the research focus,direction and content of this study.Second power supply service around digital transformation,enterprise concept,service characteristics,service leading logic,service package,and service quality measurement,laid on A grid enterprise present situation of power supply service level,conduct investigation for the customers and internal staff of A power grid enterprise,summarize the problems existing in power supply service,analyze the causes of the problems found in the investigation,and conclude 4 reasons.They are lack of Internet thinking in service platform operation,unbalanced regional power grid construction and management level,conservative service evaluation method,unscientific customer management method and unscientific employee allocation method.Then,9 strategies are proposed from 2 aspects of optimizing existing services and developing value-added services.Including service platform operating level,to improve the business model of response to customer demand,optimization of power supply service feedback and evaluation system,to narrow the gap in regional power grid services,and establishing customer Dai Wei ecological service system,create new energy automobile service,provide energy services integrated solution,explore the electric power financial attributes of commodity,strengthening the administrative public power purchase business agent.Finally,the thesis puts forward the safeguard measures for the implementation of the strategy,and makes corresponding measures from the four aspects of enterprise strategy and organizational culture guarantee,digital talent guarantee,legal guarantee and system guarantee.Power grid enterprises have natural defects in service management due to their monopoly nature.This study takes provincial power grid enterprises as the research subject,which not only puts forward strategies for improving the power supply service level of POWER grid enterprise A,but also provides useful references for service management of other provincial power grid enterprises. |
