Power question and answer.

1. What is the specific content of the purpose of "four services"?

Answer: Serve the overall work of the Party and the country, power generation enterprises, power customers and social development.

2. Ask the "service" in "one strong and three excellent"

What is the connotation of "quality"?

Answer: The accident rate is low, the reliability is high, the process is standardized, the service is efficient, the society is satisfied, and the brand image is good.

3. What is the service concept of State Grid Corporation?

Answer: Sincere service and development.

4. What is the main social responsibility of State Grid Corporation of China?

A: The company's common responsibilities to all sectors of society include scientific development, safe power supply, excellent management, scientific and technological innovation and communication. At the same time, it undertakes the responsibilities of excellent service to users, staff development to employees, cooperation to partners, environmental protection and conservation. As a member of a social legal person, assume corporate citizenship responsibilities; As an important force in building a new socialist countryside, it undertakes the responsibility of serving agriculture, countryside and farmers, establishes a global vision in the era of deepening economic globalization, develops companies by using global resources, and enhances the ability of enterprises to fulfill their social responsibilities.

5. What are the service customers of State Grid Corporation and your company?

A: All customers (including rural power) directly supplied by our bureau include industrial customers, residential customers, enterprises and institutions, rural customers and commercial customers.

6. What is the theme of China Quality Service Year of State Grid Corporation?

A: Harmonious electricity serves the society.

7. What are the "ten inaccuracies" in the employee service of State Grid Corporation?

Answer: 1. No power failure or unreasonable delay in power transmission in violation of regulations.

2. No independent charging items or unauthorized change of charging standards.

3. No design, construction and supply units shall be designated for customers.

4. It is not allowed to shirk customer complaints and consultations.

5. Do not use electricity for personal gain for relatives and friends.

6. Don't reveal the business secrets of customers.

7. Do not accept gifts, cash gifts and securities from customers.

8. Banquets, tours and entertainment activities organized by customers are not allowed.

9. Don't drink alcohol during working hours.

10. Don't take advantage of your work to seek other illegitimate interests.

8. What are the "Ten Measures" for the "Three Public" Dispatching of State Grid Corporation of China?

Answer: 1. Adhere to the open, fair and just dispatch according to law to ensure the safe and stable operation of the power system.

2. Abide by the electricity regulatory regulations and report the "three public" dispatching work to the relevant electricity regulatory agencies every quarter.

3. Promulgate the Regulations on Dispatching Management of State Grid Corporation, and standardize the dispatching management of "three publics".

4. Strictly implement the power purchase and sale contract and grid-connected dispatching agreement, and arrange the operation mode scientifically and reasonably.

5. Standardize the content, form and cycle of dispatching information release, and update website information every month 10 day.

6. Establish an inquiry and reply system. Inquiries made by grid-connected power plants must be answered within 10 working days.

7. Improve the contact system of network factories, and hold joint meetings of network factories at least twice a year.

8. Hire the "three public" dispatched supervisors to establish an external supervision mechanism.

9 establish a responsibility system, strict supervision and inspection, and take the "three public" scheduling as an important part of the work of the assessment and dispatching institutions.

10. Strictly abide by the work discipline of "three publics" and strictly implement the "five prohibitions" of the staff of the power dispatching agency of State Grid Corporation.

9. What is the rural power development strategy of State Grid Corporation of China?

A: State Grid Corporation's rural power development strategy is "new countryside, new power and new service".

10. What is the power supply quality standard stipulated by the state?

Answer: Article 53 of the Power Supply Business Rules stipulates that the allowable deviation of power supply frequency is:

1, the installed capacity of the power grid is 3 million kilowatts and above, which is 0.2 Hz;

2. The installed capacity of the power grid is below 3 million kilowatts, plus or minus 0.5 Hz.

In the case of abnormal power system, the allowable deviation of power frequency should not exceed 65438±0.0Hz.

Article 54 stipulates that the allowable deviation of power supply voltage provided by power supply enterprises to users' power receiving terminals is:

When the voltage is 1, 35kV or above, the sum of absolute values of positive and negative deviations of the voltage shall not exceed10% of the rated value;

2, 10 kv and below three-phase power supply, plus or minus 7% of the rating;

3. 220v single-phase power supply, +7% of rated value,-10%.

In the case of abnormal power system, the maximum allowable deviation of user terminal voltage should not exceed 10% of rated value.

1 1. What is the service content for customers to use electricity safely?

Answer: "Provide business guidance and technical services for customers to use electricity safely, and perform the duties of electricity inspection".

12. What are the "four principles" in business development management?

Answer: convenient and efficient, three are not specified, and things are open.

13. What are the specific contents of the "three noes" in business development?

Answer: Design units, construction units and equipment and material suppliers shall not be designated to design, equipment orders and construct customers' power receiving projects.

14. What is the time limit for answering the power supply plan?

A: From the date of acceptance, it shall not exceed 3 working days for resident customers, 7 working days for low-voltage power customers, 15 working days for high-voltage single power supply and 30 working days for high-voltage dual power supply.

15. What are the principles for signing a power supply contract?

A: According to the relevant laws and regulations and the principle of equal consultation, sign a power supply contract with the customer before the formal power connection.

16. What terms should be included in the power supply contract?

A: Power supply mode, quality and time.

Electricity consumption capacity, address and nature.

Measurement and settlement methods of electricity price and electricity fee

Division of maintenance responsibility of power supply and consumption facilities

Term of validity of the contract

responsibility for breach of contract

Other terms that both parties think should be agreed upon.

17. What are the specific requirements for temporary electricity consumption in the power supply business rules?

A: Temporary power supply can be provided by non-permanent electricity consumption such as infrastructure construction sites, farmland water conservancy and municipal construction. Except with the permission of the power supply enterprise, the temporary power consumption period shall generally not exceed six months. If the formalities for extension or permanent formal use of electricity are not completed within the time limit, the power supply enterprise shall terminate power supply.

Users who use temporary power supply shall not transfer power supply to other users, and power supply enterprises shall not accept power consumption changes. If it is necessary to change to regular electricity consumption, it should be handled according to the newly installed electricity consumption. When emergency power supply is needed for emergency rescue and disaster relief, power supply enterprises should quickly organize forces to set up temporary power supply. The project cost and the electricity fee to be paid for the temporary power supply shall be paid by the relevant departments of the local people's government from the disaster relief funds.

18. What should I pay attention to when reading meters on site?

Answer: 1. Estimation and copying are not allowed;

2. Read the meter according to the arranged order to avoid missing, wrong or serial copying;

3. Conduct daily inspection on the electric energy metering device, including:

(1) Appearance inspection such as sealing;

(2) Whether there is pressure loss and flow loss.

4. Carefully check the customer's address, account name and electricity meter number;

5. Copy the instrument code, maximum demand and pressure loss records correctly. For electric energy meters with automatic freezing function, the frozen power data should also be copied;

(1) According to the meter code number of the electric energy meter, copy all meter codes of the electric energy meter, and fill in "0" when the leading number is zero, and there shall be no space;

(2) Customers who charge basic electricity by capacity must copy the maximum demand;

(3) When transcribing the maximum demand, it is necessary to transcribe the total demand and the maximum demand in each period, and confirm them in the way agreed by both parties. When transcribing the time-sharing watt-hour meter, the table code of each time period should be copied correctly;

(4) When reading meters and codes with meter reading book, the upper and lower digits must be aligned;

(5) For the automatic meter reading system, there should be a special person responsible for the maintenance and management of the system, and the meter reading data should be fully backed up regularly (including new and abnormal data). According to the arrangement of meter reading day, complete the daily automatic meter reading and copying of the copied data (copying the copied data to the marketing information system).

6. If the customer's electricity consumption or maximum demand suddenly increases or decreases, it is necessary to know the site situation to prevent miscalculation of electricity consumption and maximum demand due to misreading.

19. What is the principle of determining the meter reading date?

Answer: The meter reading date is determined according to the following principles:

1. The meter reading power after 25th of each month shall not be less than 70% of the electricity sold in that month, and the meter reading power at 24: 00 at the end of the month shall not be less than 35% of the electricity sold in that month;

2. Determine the sample date of customer meter reading according to the number of customers, customer electricity consumption and customer distribution in the business area.

After the meter reading date is determined, the customer should be informed years ago, and the meter reading should be strictly in accordance with the meter reading date.

20. What are the requirements for the quality of meter reading?

Answer: 1. Estimation and copying are not allowed;

2. Read the meter according to the arranged order to avoid missing, wrong or serial copying;

2 1. Ask if there is any electricity bill owed, and what is the reason?

A: The arrears mainly come from retail residents, property management companies and party and government organs. Among them, the arrears of retail residents are monthly arrears, mainly because some customers who go out to work and have trouble paying monthly fees have not formed good payment habits and need to be reminded by toll collectors many times to pay; Second, the property management company that did not carry out the transformation of household meters owed money, and the residents reported that they had paid the fees, but the property management said that they had not paid the fees. At the same time, they think that the internal losses are large and they want to carry out renovation, but residents and property management companies are unwilling to bear the renovation costs. The contradiction between the two has greatly affected the recovery of electricity charges. Third, the centralized financial management unit paid by the Accounting Administration Bureau, the municipal finance did not timely allocate funds, so that the electricity bill for the month could not be put in place in time.

22. Why do some customers share the electricity bill in installments?

A: The purpose of allocating electricity charges to key needy households and major power customers by stages is to improve the environment for collecting electricity charges, strengthen the means of collecting electricity charges and reduce the risk of recovering electricity charges.

23. What behaviors belong to stealing electricity?

A: Stealing electricity includes:

(a) in the power supply facilities of power supply enterprises, unauthorized wiring of electricity;

(two) to bypass the electricity metering device of the power supply enterprise;

(three) forging or opening the seal of the electricity metering device sealed by the legal or authorized metrological verification institution;

(4) Deliberately damaging the electric energy metering device of the power supply enterprise;

(five) deliberately making the metering device of the power supply enterprise inaccurate or invalid;

(6) stealing electricity by other means.

24. What behaviors should be avoided during the investigation of power outage arrears and electricity theft?

A: Blind power failure and wrong power failure without finding out the situation; Avoid involving personal privacy in the investigation of theft cases, and avoid dealing with them indiscriminately without finding out the facts.

25. If the customer needs to power off according to law due to arrears, how many days in advance should the notice of power off be delivered to the customer?

A: Notify the customer 7 days in advance of arrears and power failure.

26. What procedures should be followed to require power supply enterprises to stop supplying power to customers?

Answer: 1. The user, reason and time of power outage shall be reported to the person in charge of the unit for approval. The examination and approval authority and procedures shall be formulated by the provincial power grid operating enterprises;

2 within three to seven days before the power outage, the power outage notice will be delivered to the users, and the power outage notice of important users will be submitted to the power management department at the same level;

3. 30 minutes before the power outage, inform the user of the power outage time again, so as to implement the power outage at the time specified in the notice.

27. What is the time limit for power supply emergency repair personnel to arrive at the fault site? A: The time for power supply emergency repair personnel to arrive at the scene is generally: 45 minutes in the urban area; 90 minutes in the countryside; 2 hours in special remote areas.

28. What are the specifications for power supply emergency repair service?

Answer: 1, providing 24-hour power outage repair service and responding to power outage repair requests quickly and effectively;

2. Speed up the emergency repair and shorten the troubleshooting time. Conditional areas should be equipped with generator cars for temporary power supply;

3. After receiving the emergency call, the time limit for emergency repair personnel to arrive at the fault site is 45 minutes in cities, 90 minutes in rural areas and 2 hours in remote areas, which is reasonably determined according to the actual situation in special remote areas;

4. If there are many failures due to special reasons such as weather, and it is impossible to go to the site for treatment within the specified time, you should explain to the customer and try to arrange the emergency repair work as soon as possible.

29. What is the specific content of the "three openness" of power supply business premises?

A: The electricity price, charging standard and service flow of public power supply business premises.

30. What is the specific content of "four households" in rural power management?

Answer: Four households are "sales to households, meter reading to households, charge to households and service to households".

3 1. What are the six necessary options for VI logo promotion in power supply business hall?

Answer: business hall lintel, business hall nameplate, business time board, business hall background board, anti-collision strip, 95598 double-sided small light box.

32. What are the requirements for the business processing time of the power supply business hall?

A: Generally speaking, it takes no more than 5 minutes to handle the charging business for resident customers and no more than 20 minutes to handle the electricity business for customers.

33.95598 What is the service content of the customer service hotline?

Answer: (1) "95598" customer service hotline: power outage information announcement, power outage emergency repair, service quality complaint, electricity information inquiry, consultation, business acceptance, etc.

(2) "95598" customer service webpage (website): power outage information announcement, electricity consumption information inquiry, business handling information inquiry, electricity supply and consumption policies and regulations inquiry, service quality complaint, etc. ;

(3) 24-hour uninterrupted service.

34.95598 What are the service requirements for agents to answer the phone?

Answer: (1) Keep your mobile phone open at all times, answer it within 4 rings, and apologize for ringing more than 4 rings. Say hello when answering, and then report the name and job number of the unit;

(2) When answering the phone, you should be kind in language, sincere in tone, clear in speech, moderate in speech speed, calm in tone and concise. We should say "yes" and "yes" at any time according to the actual situation to show that we are listening attentively, and we should pay attention to repeating and confirming important contents. At the end of the call, you must wait for the customer to hang up before hanging up. Don't hang up forcibly.

(3) When accepting customer inquiries, be patient and meticulous, and try to use less uncommon electric power technical terms, so as not to affect the communication effect with customers. If you can't reply immediately, apologize to the customer and leave your contact number. After studying or asking the leadership, you should reply as soon as possible. When the customer's consultation or complaint is unclear, guide or prompt the customer with polite and thoughtful language, and don't interrupt the customer at will;

(4) When checking customer information (name, address, etc. ), polyphonic words should use neutral words or commendatory words to avoid derogatory words or negative names;

(5) When receiving the customer's repair report, ask about the fault in detail. If it is judged that the fault is within the scope of emergency repair of the power supply enterprise or the cause of the fault cannot be judged, it should be recorded in detail and immediately notified to the emergency repair department for handling. If it is judged that it is an internal fault of the customer, you can guide the customer to troubleshoot by phone, or you can provide emergency maintenance service at the request of the customer, but you need to explain to the customer in advance that the service is paid;

(six) due to power transmission and distribution equipment accidents and maintenance caused by power outages, customers should inform customers of the reasons for power outages and take the initiative to apologize;

(7) When the customer dials the wrong number, he should explain the situation politely. For subjective and malicious harassing calls, you can hang up after giving appropriate verbal warnings and report to the shift supervisor or supervisor;

(8) When customers call to vent their anger, they should listen carefully and take notes, respond to the customer's speech, and express their understanding of the other party's emotions. If it is difficult to handle, you should transfer the call to the shift supervisor, supervisor, etc. Avoid direct conflict with customers in time;

(nine) the establishment of customer return visit system. For customer complaints, 100% should follow up the whole process of complaint acceptance and reply within 5 days. For fault maintenance, if necessary, pay a return visit in time after maintenance to listen to opinions and suggestions.

35. What are the channels for power supply enterprises to accept customer complaints and reports?

Answer: (1) "95598" power supply customer service hotline or special complaint reporting telephone number;

(two) the business premises set up a suggestion box or suggestion book;

(3) letters;

(four) "95598" power supply customer service webpage (website);

(5) Leadership reception day;

36. What are the specific requirements for the time limit for responding to complaints and reports?

Answer: When you receive a customer complaint or report, you should thank the customer. After recording the specific situation in detail, it should be immediately forwarded to the relevant departments or leaders for handling. Reply within 5 days for complaints and within 0/0 days for reports.

37. What are the necessary conditions for value transfer?

A: First, we should establish a scientific value transfer management system; Second, it is necessary to determine various national metrological verification system tables and verification regulations from the national benchmark; The third is to establish matching standards for the transmission of values at all levels.

38. What is the requirement of the secondary circuit pressure drop of the electric energy metering device?

Answer: The voltage drop of the secondary circuit of the voltage transformer in the Class I and Class II electric energy metering devices used for trade settlement should not be greater than 0.2% of its rated secondary voltage; The voltage drop of the secondary circuit of voltage transformer in other electric energy metering devices should not be greater than 0.5% of its rated secondary voltage.

39. What are the main means to implement DSM?

Answer: 1. Meet the peak and spend the summer: when the power supply is tight, make an emergency plan to meet the peak and spend the summer. In the process of implementation, we should try our best to limit the power supply without switching off, ensure the stability of power supply, save electricity and promote development, and ensure the orderly use of electricity in production and life in our city.

2. Negative control monitoring: When the power supply is tight, control the urban electricity consumption according to the load level. At the same time, for enterprises with peak regulation ability, technical power cuts are made by shifting peaks and avoiding peaks and making full use of load control devices; Full implementation of power rationing measures.

3. Electricity price supervision: implement differential electricity prices for enterprises with small economic scale, poor market competitiveness, non-compliance with national industrial policies and environmental protection regulations, high energy consumption and heavy pollution, use differential electricity price policies to control the electricity consumption of high energy-consuming enterprises, and gradually eliminate and stop production.

40. What measures have been taken to implement the policy of energy conservation and emission reduction? What achievements have been made?

A: In terms of energy conservation and emission reduction policies, our bureau strictly implements the differential electricity price policy formulated by the government to curb the demand for electricity in high-energy-consuming industries and limit the disorderly development of high-energy-consuming industries. Since 2004, only four of our 14 enterprises have maintained production, all of which are small factories, of which six closed down and stopped production. 1 could not be implemented due to government intervention (implemented since 2007 1), and three enterprises moved out to produce. At present, only four items have been actually implemented. The annual electricity consumption has dropped from 22.69 million kilowatts in 2004 to 22 1 10,000 kwh at present.

4 1. What work has been done in power grid planning and construction in the implementation of the national plan to shut down small thermal power plants?

A: Zhuzhou has a lot of thermal power.

42. What are the principles of bidding management of State Grid Corporation of China?

A: The principle of bidding management of State Grid Corporation of China is that bidding activities must abide by the relevant laws and regulations of the State and the relevant provisions of State Grid Corporation of China, and must follow the principles of "openness, fairness, impartiality" and good faith.

43. What is the "three separation" in bidding activities?

Answer: The "three separations" in bidding activities are "three separations of recommendation, bid evaluation and bid selection", and the personnel who recommend the short-listed manufacturers or screen the bidding units are not allowed to participate in bid evaluation and bid selection; The bid evaluation personnel shall not participate in the recommendation and calibration work; The selection personnel shall not participate in the recommendation and bid evaluation of the shortlisted manufacturers. Special circumstances require one person to be responsible for two jobs, which must be approved by the bidding leading group. The members of the bidding leading group, the leader of the prequalification group and the director of the bid evaluation committee shall not cross their posts. Special circumstances need to participate in the recommendation, bid evaluation and calibration of two tasks, subject to the approval of the bidding leading group.

44. Ask the State Grid Corporation which projects must be tendered?

A: According to the regulations of State Grid Corporation, the following construction projects, including engineering survey, design, construction, supervision, service and equipment, materials and supplies procurement, must be subject to tender:

(a) the estimated price of a single construction contract is more than 2 million yuan;

(two) the estimated price of a single contract for the procurement of goods such as equipment and materials is more than 6,543,800 yuan;

(3) The estimated price of a single contract for survey, design, supervision and service is more than 500,000 yuan;

(four) the estimated price of a single contract is lower than the standards stipulated in items (1), (2) and (3), but the total investment of the project is more than 30 million yuan.

Non-construction projects with an estimated price of more than 200,000 yuan for single contracts such as equipment, materials, office supplies procurement and entrusted services must be subject to tender. Other projects that must be subject to tender as stipulated by national laws and regulations and relevant systems of State Grid Corporation of China.

45. What are the contents of the "Ten Specifications" of State Grid Corporation's bidding?

A: The contents of the "Ten Specifications" in the tender of State Grid Corporation are: 1. Standardize the bidding organization and responsibilities; Second, standardize the bidding management system; Third, standardize the scope and method of bidding; Fourth, standardize the bidding procedure; Five, standardize the bidding agency; Sixth, standardize the bidding scheme; Seven, standardize the text of the tender documents; Eight, standardize the bidding information platform; Nine, standardize the management of expert database; Ten, standardize the contract signing and performance.

46. According to the requirements of the high-quality service information rapid submission system, what are the major issues that must be submitted?

A: In the quality service of power supply, accidents and incidents that have a significant impact on economic construction, people's life and social stability are included in the scope of major incident reporting, including:

① Power supply service quality events exposed by news media;

② Customer complaints supervised by local government departments or social organizations;

③ Customer's collective complaints about power supply services;

(4) Large-scale power failure accident;

⑤ Power failure accidents involving important power customers;

⑥ Power failure accident exposed by local news media;

⑦ Other major events and developments that may lead to mass petitions and complaints;

⑧ Other matters that need to be submitted.

47. What are the principles for electric power enterprises and electric power dispatching trading institutions to submit and disclose information?

A: The principle of information submitted by power enterprises and power dispatching and trading institutions is truthfulness, timeliness and completeness.

Principles of information disclosure of power enterprises and power dispatching trading institutions: truthfulness, timeliness and transparency.

48. What are the innovations in power supply services?

Answer: (1) Open postal service to collect electricity charges to solve the problem of customers' difficulty in paying fees;

(2) Power outage information will not only be published in newspapers and TV, but also a "power consumption information bulletin board" will be set up in residential areas to inform the electricity consumption, electricity consumption, electricity charges and power outage information in time.

(3) The problem that the industrial expansion project exceeds the deadline: serve in advance, take the initiative to understand the industrial expansion market, take the initiative to contact customers, and implement the project manager responsibility system;

(4) Expand the "Sunshine Project" of the entity industry and announce the typical design scheme, charging standard, equipment selection and construction team to the society.