构建双向互动的“互联网+”电力售后服务新机制
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摘要
为适应电力体制改革、"互联网+"时代潮流和需求侧优化管理,供电企业必须加快转型,将售后服务模式从以客户为导向的"单向驱动"优化为供电企业与客户"双向互动"的新机制,激活供用电市场的生命力,最终实现供用电市场的平衡发展与和谐共荣。一是要利用"互联网+"手段,建立售后服务信息平台;二是要健全服务机制,创新服务举措,包括开创"可视化抢修"服务模式,实现信息"点对点"精准推送和提供"一户一策"用电指导等区别于传统售后增值服务的模式。
In order to adapt to electric power system reform, the "Internet +" trend and the demand side optimization, power supply enterprises must speed up the transformation and optimize the post-sale service mode from customer oriented "one-way drive" to the "two-way interaction", activate the vitality of power supply market, eventually achieve the balance of power supply market development and the harmonious co-prosperity. First, we should use "Internet +" means to establish an information platform for after-sales service. Second, the service mechanism should be improved and the service measures should be innovated, including creating the "visual emergency repair" service mode, realizing the "point-to-point" accurate information push and providing "one-household one-policy" electricity guidance, which are different from the traditional after-sales value-added service mode.
In order to adapt to electric power system reform, the "Internet +" trend and the demand side optimization, power supply enterprises must speed up the transformation and optimize the post-sale service mode from customer oriented "one-way drive" to the "two-way interaction", activate the vitality of power supply market, eventually achieve the balance of power supply market development and the harmonious co-prosperity. First, we should use "Internet +" means to establish an information platform for after-sales service. Second, the service mechanism should be improved and the service measures should be innovated, including creating the "visual emergency repair" service mode, realizing the "point-to-point" accurate information push and providing "one-household one-policy" electricity guidance, which are different from the traditional after-sales value-added service mode.
引文
[1]中共中央、国务院.关于进一步深化电力体制改革的若干意见(中发[2015]9号)[Z].2015.
[2]国务院办公厅关于印发“互联网+政务服务”技术体系建设指南的通知(国办函[2016]108号)[Z].2016.
[3]国家电网公司关于2017年推进“互联网+营销服务”工作的意见(国家电网营销[2017]153号)[Z].2017.
[4]王加乐.基于互联网+可视化互动抢修及移动APP系统应用[J].工业技术创新,2016.
[5]江清萍.互联网+营销与创新[M].台海出版社.2016.
[6]林子雨.大数据技术原理与应用[M].人民邮电出版社.2015.
[2]国务院办公厅关于印发“互联网+政务服务”技术体系建设指南的通知(国办函[2016]108号)[Z].2016.
[3]国家电网公司关于2017年推进“互联网+营销服务”工作的意见(国家电网营销[2017]153号)[Z].2017.
[4]王加乐.基于互联网+可视化互动抢修及移动APP系统应用[J].工业技术创新,2016.
[5]江清萍.互联网+营销与创新[M].台海出版社.2016.
[6]林子雨.大数据技术原理与应用[M].人民邮电出版社.2015.