| 基于潜在投诉用户识别的频繁停电治理方法 |
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| 引用本文： | 丁嘉涵,张 爽,林少娃.基于潜在投诉用户识别的频繁停电治理方法[J].电力需求侧管理,2019,21(S1):61-62. |
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| 作者姓名： | 丁嘉涵 张 爽 林少娃 |
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| 作者单位： | 国网浙江省电力有限公司 电力科学研究院，杭州 310000 |
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| 摘 要： | 针对停电事件频发导致用电客户不良感知的问题，综合运用故障报修、停电发布、客服工单多渠道海量信息，挖掘潜在频繁停电投诉用户，并提出将其应用于停电工单预警、停电计划风险管控、差异化用户服务策略套餐，为电力企业采取精准高效的服务提升措施提供支撑。
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| 关 键 词： | 频繁停电 投诉治理 用户识别 |
| 收稿时间： | 2019/8/1 0:00:00 |
| 修稿时间： | 2019/9/3 0:00:00 |
Frequent blackouts government based on distinguishment of potential complaint user |
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| DING Jiahan,ZHANG Shuang,LIN Shaowa.Frequent blackouts government based on distinguishment of potential complaint user[J].Power Demand Side Management,2019,21(S1):61-62. |
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| Authors: | DING Jiahan ZHANG Shuang LIN Shaowa |
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| Affiliation: | Electric Power Research Institute, State Grid Zhejiang Electric Power Co., Ltd., Hangzhou 310000, China |
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| Abstract: | In view of the problem of bad perception of power customers caused by frequent blackouts, the potential users of frequent blackouts complaints are excavated by comprehensive use of multi - channel information of fault reporting, blackouts issuance and customer service orders, and a set of strategies for early warning of blackouts, risk management and control of blackouts, and differentiated user services are proposed. Electric power enterprises take precise and efficient service promotion measures to provide support. |
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