Power supply company civilized industry and work style construction work plan

First, the work target
1. Create a brand of “Integrity Anhui Power” and establish an image of honest service.
2. Strive to create an advanced unit in the civilized industry of Anhui Province.
3. The customer's random sampling test satisfaction rate is not less than 85%, and the top three in the county's wind test.
4. Further increase the standardization management of the power supply, and achieve a standardized management of 100% in the year.
5. Actively promote the construction of demonstration windows.
6. Standardize the customer service center of the xx county power supply company.
Second, the work task
1. In-depth development of the company's service culture.
2. Deepen the activity of “Integrity into Wanjia, Service into the Community”.
3. Continue to improve the construction of the customer service center to ensure the smooth flow of the 95598 service hotline.
5, to serve rural customers, adhere to the "four to the household" service.
7. Continue to carry out standardized management and demonstration window construction activities of power supply stations, and carry out inspection and review work.
8. Strengthen the business learning and skills training of the workforce.
10. Grasp the computer management of the “integrated management information system” of the power supply station.
11. Organize the investigation and unannounced visits, and focus on checking the commitments and service quality of the meter reading personnel and maintenance personnel.
15. Regularly hold customer seminars and meetings of supervisors, and regularly seek opinions from the National People's Congress and the Political Consultative Conference.
18. Promote the contact system of power supply employees.
Third, work measures
1. Grasp the construction of "integrity" theme education and service culture. Earnestly implement the "Outline for the Implementation of Citizen's Moral Construction" and the "Opinions on Deeply Implementing the Party's xx Great Spirit and Further Strengthening the Citizen's Moral Construction", in accordance with the requirements of provincial companies to vigorously carry out the "integrity of Anhui Electric Power" theme education and service culture construction In the work practice, we will strengthen the enterprise spirit of “doing the best service and try our best” and continuously improve the service consciousness of “customer satisfaction as the standard”. Establish the company's quality service concept and focus on creating the “Integrity Anhui Power” service brand from the three levels of concept, behavior and vision.
2. Strengthen employee skills training. Focus on strengthening the training of business skills and behavioral norms for window units and maintenance personnel, copying and collecting personnel, electricity inspectors and metrological verification personnel, and agricultural electricians. We will conscientiously implement the State Grid Corporation's "Power Supply Service Code" and conscientiously implement the "Code of Conduct for Civilized Service for Power Supply Business Employees". By creating a learning enterprise, we will continuously increase the knowledge reserves of employees, optimize the knowledge structure, and improve the innovation capability.
3. Strengthen information disclosure and social publicity. Actively report to the county party committee, county government and other higher-level organs to strengthen the links and communication with industry and commerce, price, technical supervision, consumer associations, news units and other aspects. Establish a power supply information disclosure system, and regularly release information on the power supply situation, power price policy, power supply service commitment, demand side management status, service complaints, etc. to the society, and establish an image of honest service.
4. Increase the promotion of advanced and typical models. Further strengthen publicity and planning, vigorously promote the touching stories of advanced collectives and advanced individuals emerging in quality services, ensuring the supply and use of electricity, and use the typical promotion work to continuously deepen the quality service work through spiritual incentives and material incentives.
5. Actively explore new channels and new brands that expand quality services. Carefully implement and improve the visit system for major customers and important customers. Continuously expand service content, carry out diversified and personalized special services, standardize extended service behaviors, and implement various forms of service measures such as on-site service and employee contact customer system. Strive to make efforts to form a high-quality service series service brand of Anhui Power.
6. Continue to strengthen the work of creating a civilized industry. Continue to strengthen and deepen the construction of industry style, establish and improve the responsibility system for the construction of the wind, and adhere to the investigation and clear investigation system, improve the meeting system of the supervisors, and promptly hold customer meetings and meetings of supervisors. Social supervision. The problems encountered in the investigation should be dealt with seriously. The problems reflected by the customers and supervisors should be notified and rectified in a timely manner, and all kinds of incidents affecting the reputation of the industry should be resolutely eliminated. We must conscientiously handle customer complaints and reports, and strictly investigate the responsibility, so that complaints and reports can be resolved as much as possible at the grassroots level, avoiding the occurrence of leapfrog reports, and reducing the rate of complaints and reports. It is necessary to continue to carry out the activities of creating double civilized units in depth, continuously improve the overall level of civilization of the company, and establish a good social image.
7. Strengthen the construction of quality services and the normalization mechanism. To improve the construction of the customer service center as the main carrier, adhere to the "first question responsibility system" to ensure the smooth flow of the 95598 service hotline; to improve the operational efficiency of the marketing service department, optimize business processes, streamline business procedures and standardize service behavior, Accelerate the construction and actively promote the practical process of the sales technical support system, use computer information technology to improve the service level, strengthen the system implementation and assessment hardness; conduct random sampling and year-end evaluation of the quality service work of each unit, establish quality service and work style Construct a normal operating mechanism.
8. Further regulate the charging behavior. It is necessary to actively publicize the service policy and relevant regulations and define the boundaries between paid services and unpaid services. Strengthen the implementation supervision and management of electricity tariffs, focus on publicizing the same-price policy of the same network, ensure the correct implementation of the same price on the same network, and safeguard the legitimate rights and interests of power supply companies and customers. Strictly implement the system regulations, standardize management, ensure that there are no violations of discipline and discipline; strictly implement the national electricity price policy, conscientiously implement the responsibility system, resolutely put an end to the "three chaos", further standardize the behavior of agriculture-related charges, and prevent incidents that harm the interests of rural customers.
9. Improve the construction of work standards and assessment standards for agricultural power construction. In accordance with the requirements of the Standardized Service Standards for Rural Power Supply Business and the Standardized Management Standard for Rural Power Supply, the management of rural power supply stations will be further standardized, institutionalized and informatized. When standardizing the customer service center of Dangtu County Power Supply Company, it is necessary to speed up the construction of “customer service support system” and provide material and technical support for the normal operation mechanism of high-quality service. It is necessary to strictly implement the “four-to-household responsibility system” for rural power supply services, establish and improve the “four-to-household” responsibility system, strictly investigate accountability, further standardize agricultural power service and management, improve the level of agricultural power services, and ensure 100% of townships and towns. The standardization management of the power supply station completed the goal of the Dangtu County Power Supply Company to standardize the customer service center.
10. Increase the intensity of unannounced visits. It is necessary to increase the intensity of the unannounced visits, and focus on the management of "weak periods," "weak links," and "weak positions." Strengthen weight

Power supply during the big festival, during the important festivals such as the Spring Festival, “May 1st” and “10·1”, carefully organize unannounced visits, strictly control the duty system, strengthen the repair work arrangement and management, and ensure safe and high-quality power supply during major festivals. .