电力体质改革持续深化,供电服务质量、水平压力与日俱增。为适应安徽省客服95598管控转型升级,本文基于95598全业务监控分析平台,实时监控业务流程、关键指标及故障报修;依托大数据分析技术,深入挖掘客户业务数据价值,建立客户用电行为分析、信用等级评价模型,探索电力客户需求侧管理,构建投诉故障停电快响机制,实现精准高效的业务指挥抢修,全面管控、提升供电服务质量。 Power physical reform continued to deepen, power supply service quality, horizontal pressure increasing. In order to adapt to the transformation and upgrading of 95598 management and control of customer service in Anhui Province, based on the 95,598 full service monitoring and analysis platform, this paper real-time monitoring of business processes, key indicators and fault repair; relying on big data analysis technology to dig deep into customer business data value, Credit rating evaluation model to explore the power customer demand side management, complaints and complaints to establish a quick power failure mechanism to achieve accurate and efficient business command repair, full control and improve the quality of power supply services.