'Fast Response Unit' Introduced to Grid-Based Service by Shandong Zaozhuang Power Supply Company

In mid-June, after a one-year trial run, both the Xincheng Power Supply Service Station and Nanshi Power Supply Service Station of Shandong Zaozhuang Power Supply Company were officially put into operation, respectively responsible for providing operation, maintenance, repair and customer services for low-voltage 0.4 kilovolt power supply facilities in Xincheng, Xingren and Xingcheng sub-districts, thus launching a new urban power supply service model with "multiple business functions, unified external service window, and one-time task completion".

The construction of power supply service stations is an innovative practice of Zaozhuang Power Supply Company in marketing and power supply end integration, which breaks the long-standing boundaries where urban customer service and equipment management were handled by different teams. The company has realized the integration of the original distribution operation and inspection teams, metering teams, and high-voltage customer service teams by adopting an integration model of "business reorganization, personnel matching, professional integration, and performance quantification", and has reorganized business processes and team responsibilities to cultivate all-round customer managers.

Zaozhuang Power Supply Company adopts nine digital technologies such as automatic power outage perception and monitoring, proactive repair services, intelligent process automation (IPA), digital colleagues, and dual-domain intelligent terminals at the power supply service stations, clearly sets the low-voltage branch switch outgoing lines of distribution transformers as the integration business demarcation point, fully undertakes the urban low-voltage business, grants grid managers the decision-making right on 12 core businesses, and forges a "fast response unit" for grid-based services.

Due to the highly integrated service capabilities, the customer satisfaction with electricity usage has improved. The company's construction of power supply service stations  has enhanced the response efficiency of urban business expansion, reporting and installation, and the efficiency in the flow of operation and maintenance work orders. The average repair time has been reduced by 18 minutes, and the average response time for customer demands has been compressed to 15 minutes. （by Ju Tongxin）