电网企业服务创新经营策略研究

Research on Innovative Service Operation Strategies for Power Grid Enterprises

摘要: 在“双碳”战略深入实施、电力体制改革不断深化、新型电力系统建设进程加速的背景下，电网企业虽已构建覆盖源网荷各侧的服务体系，但仍面临用户服务体验有待提升、服务流程效率有待提高和数据整合协同能力有待强化等痛点，难以适配发展需求。文章通过系统分析电网企业当前服务现状与核心痛点，从客户分层与差异化服务、业务流程优化和数智工具嵌入三个方面，提出电网企业服务创新经营策略的优化路径，旨在提升电网企业创新服务质量与运营效率。

Abstract: Amid the deepening implementation of the “Dual Carbon” strategy, ongoing power sector reforms, and accelerated development of new-generation power systems, grid companies have established comprehensive service frameworks covering generation, transmission, and consumption. However, they still face persistent challenges including suboptimal customer experience, inefficient service workflows, and inadequate data integration capabilities, all of which hinder their ability to meet evolving demands. Through systematic analysis of current service conditions and core pain points, this paper proposes three strategic optimization pathways for service innovation: implementing customer segmentation with differentiated services, optimizing business processes, and integrating digital intelligence tools. These measures aim to enhance service quality and operational efficiency in the power grid industry.