State Grid Tongwei accelerates efficiency for service and application

In recent years, State Grid Tongwei Power Supply Co (State Grid Tongwei) has been focusing on electricity connection services that matter most to businesses and residents. Through process reengineering, digital empowerment, and proactive services, the company has enhanced electricity application efficiency, helping improve the business environment.

Power workers conduct on-site maintenance of electromechanical equipment. [Photo provided to chinadaily.com.cn]

This success can be attributed to the "ultra-simplified application" service model implemented by the company. Since the beginning of this year, State Grid Tongwei has streamlined all procedures throughout the electricity connection process. By rolling out "single-window acceptance" and "integrated online processing" measures, customers can submit electricity applications via multiple channels, including the State Grid Online APP and the Government Service Portal. The system automatically retrieves electronic certificates and licenses, achieving "zero documentation and zero trips" for applicants.

On internal coordination, the company established an electricity connection joint task force, integrating expertise from marketing, operations and maintenance, and dispatch. It practices joint site surveys, consolidated replies, and synchronized implementation. For key projects, a dedicated account manager is assigned under a one-on-one responsibility system, engaging during the project planning phase, anticipating electricity demand, and pre-planning distribution network capacity to ensure power is ready for the project.

For low-voltage customers, the company has fully implemented the "three zeros" service (zero visits, zero approvals, and zero investment), further optimizing the low-voltage access capacity standard for users of 160 kilowatts and below. The average electricity application time has been reduced by over 20 percent year-on-year. Meanwhile, the company has strengthened the use of its marketing business management and control platform, issuing early warnings and supervising in-progress work orders to ensure that each stage is completed within the prescribed time limits.

Digital tools have also equipped electricity connection services with an intelligent brain. By utilizing seamless data integration between the marketing business system and the distribution network visualization platform, staff members can query available line capacity and connection point information online in real time, enabling them to provide customers with optimal connection solutions.

Obtaining an electricity connection is often a customer's first interaction with the power company, and it reflects the quality of the service we provide," said the head of the Marketing Department of State Grid Tongwei. "Moving forward, we will continue to conduct regular field visits to identify customer needs and promote the one-window joint service for water, electricity, gas, and telecommunications – enabling more users to enjoy an efficient, convenient, and transparent electricity application experience."