文(wen)章來源(yuan)：國(guo)家電網公司 發布時(shi)間：2011-02-23
2月(yue)20日(ri)，江蘇(su)常(chang)州供電(dian)公(gong)司裝表接(jie)電(dian)班(ban)班(ban)長梁曉冬一(yi)行(xing)來到“親(qin)情電(dian)力”社(she)區(qu)(qu)(qu)服務示范點(dian)——潤(run)德(de)半島(dao)小(xiao)區(qu)(qu)(qu)，為(wei)該小(xiao)區(qu)(qu)(qu)居民(min)送上種類齊全的(de)用電(dian)宣傳材料，并(bing)對小(xiao)區(qu)(qu)(qu)內的(de)老(lao)損表箱(xiang)進行(xing)現場修(xiu)復。這是該公(gong)司面(mian)向市民(min)推出的(de)又一(yi)人性化社(she)區(qu)(qu)(qu)服務舉措。
據悉(xi)，常州(zhou)供電(dian)(dian)公(gong)司(si)目(mu)前有(you)(you)179.6萬戶(hu)(hu)用(yong)電(dian)(dian)客(ke)戶(hu)(hu)，其中居民客(ke)戶(hu)(hu)占83%左右，該(gai)(gai)公(gong)司(si)始終將居民用(yong)電(dian)(dian)服務(wu)放(fang)在(zai)突(tu)出位置。早在(zai)2007年8月份，該(gai)(gai)公(gong)司(si)就(jiu)在(zai)武進區(qu)(qu)建立了社(she)區(qu)(qu)客(ke)戶(hu)(hu)經理制，確定了27名社(she)區(qu)(qu)客(ke)戶(hu)(hu)經理，運作一(yi)(yi)段(duan)時間后，居民反響較好，但由于人手有(you)(you)限、個(ge)人專(zhuan)業知識所限等(deng)，這一(yi)(yi)制度仍亟(ji)待完善。
2008年8月，作為(wei)(wei)對(dui)社區(qu)(qu)客(ke)戶(hu)經(jing)理(li)制的一(yi)(yi)種完善(shan)與優(you)化，“親情(qing)電(dian)(dian)(dian)(dian)力”社區(qu)(qu)服務示(shi)范(fan)(fan)點(dian)應運而生。該公司(si)專(zhuan)(zhuan)門(men)(men)制定(ding)新的服務流程，安排(pai)專(zhuan)(zhuan)人(ren)負(fu)(fu)(fu)責(ze)對(dui)口解(jie)決示(shi)范(fan)(fan)點(dian)用(yong)(yong)(yong)電(dian)(dian)(dian)(dian)問題，對(dui)一(yi)(yi)些群(qun)眾普遍(bian)關(guan)心的用(yong)(yong)(yong)電(dian)(dian)(dian)(dian)問題進(jin)行及(ji)時、有效的答復和解(jie)決，并(bing)在每個示(shi)范(fan)(fan)點(dian)聘請小區(qu)(qu)的物管主任(ren)或者社區(qu)(qu)主任(ren)擔任(ren)用(yong)(yong)(yong)電(dian)(dian)(dian)(dian)聯絡員。相較(jiao)于以(yi)前的客(ke)戶(hu)經(jing)理(li)制，增(zeng)加(jia)了用(yong)(yong)(yong)電(dian)(dian)(dian)(dian)聯絡員。用(yong)(yong)(yong)電(dian)(dian)(dian)(dian)聯絡員對(dui)小區(qu)(qu)情(qing)況(kuang)較(jiao)為(wei)(wei)熟悉(xi)，便于掌握第一(yi)(yi)手(shou)資料，一(yi)(yi)旦小區(qu)(qu)居(ju)民有什么用(yong)(yong)(yong)電(dian)(dian)(dian)(dian)難題，可(ke)在第一(yi)(yi)時間將(jiang)情(qing)況(kuang)反(fan)映到用(yong)(yong)(yong)電(dian)(dian)(dian)(dian)聯絡員處，由其直接與供電(dian)(dian)(dian)(dian)企業專(zhuan)(zhuan)門(men)(men)負(fu)(fu)(fu)責(ze)人(ren)聯系(xi)，專(zhuan)(zhuan)門(men)(men)負(fu)(fu)(fu)責(ze)人(ren)再將(jiang)情(qing)況(kuang)反(fan)映至相關(guan)部門(men)(men)，直接解(jie)決。供電(dian)(dian)(dian)(dian)企業專(zhuan)(zhuan)門(men)(men)負(fu)(fu)(fu)責(ze)人(ren)還可(ke)針對(dui)各小區(qu)(qu)居(ju)民用(yong)(yong)(yong)電(dian)(dian)(dian)(dian)的共性(xing)情(qing)況(kuang)，有針對(dui)性(xing)地指導用(yong)(yong)(yong)電(dian)(dian)(dian)(dian)。
社(she)區(qu)用(yong)(yong)電(dian)(dian)(dian)聯(lian)絡員主要負責征集(ji)社(she)區(qu)客(ke)戶用(yong)(yong)電(dian)(dian)(dian)方(fang)面的(de)(de)(de)意(yi)見和建議；配合供電(dian)(dian)(dian)企業做(zuo)好電(dian)(dian)(dian)費交納、電(dian)(dian)(dian)力法(fa)(fa)律法(fa)(fa)規、安全用(yong)(yong)電(dian)(dian)(dian)常(chang)識等(deng)方(fang)面的(de)(de)(de)宣傳工作(zuo)(zuo)；做(zuo)好計劃停電(dian)(dian)(dian)、電(dian)(dian)(dian)表更換、催費等(deng)用(yong)(yong)電(dian)(dian)(dian)信息發布工作(zuo)(zuo)；做(zuo)好社(she)區(qu)現場(chang)服務、走訪的(de)(de)(de)協(xie)調工作(zuo)(zuo)。社(she)區(qu)用(yong)(yong)電(dian)(dian)(dian)聯(lian)絡員的(de)(de)(de)設置，方(fang)便了(le)供電(dian)(dian)(dian)企業面對面聽取社(she)區(qu)和居民客(ke)戶用(yong)(yong)電(dian)(dian)(dian)意(yi)見和建議。
截至(zhi)目(mu)前，已(yi)有紅梅西村、清(qing)潭新村等20個(ge)小區(qu)成為(wei)“親情電(dian)(dian)力”社(she)區(qu)服(fu)務示范點。一年多(duo)來(lai)，常州供(gong)(gong)電(dian)(dian)公(gong)司(si)多(duo)次走進各小區(qu)，及時提(ti)(ti)供(gong)(gong)用(yong)電(dian)(dian)信息(xi)預(yu)告、現場辦(ban)理(li)用(yong)電(dian)(dian)業務，進行上(shang)門慰(wei)問、免費搶修等。同(tong)時還舉行電(dian)(dian)氣知(zhi)識講(jiang)座，組(zu)建(jian)社(she)區(qu)用(yong)電(dian)(dian)服(fu)務隊，為(wei)老(lao)紅軍、軍烈屬、孤寡老(lao)人等免費提(ti)(ti)供(gong)(gong)服(fu)務。
今年，該公(gong)司將繼續推進“親(qin)情電(dian)力”社(she)區(qu)服務(wu)示范點建設，加強與社(she)區(qu)的聯動，在用電(dian)信息公(gong)告(gao)、用電(dian)知識宣傳(chuan)上依托社(she)區(qu)，幫助培(pei)訓社(she)區(qu)電(dian)工，從而更(geng)廣(guang)泛地收集居民用電(dian)訴求，更(geng)好地服務(wu)居民客(ke)戶。