Ningbo's first "gas butler" mode how to run?
In recent years, domestic gas accidents have occurred from time to time, of which more than 70% are accidents at the user end, and the situation is grim. Gas company regular home security check is an important way to find the hidden dangers of gas in the user's home. However, in the actual security work, entering the house has always been a "big problem. The survey found that the more difficult it is to enter the homes of users, the greater the hidden dangers, the lower the awareness, and the greater the probability of accidents. In response to this problem, our city first introduced the "gas housekeeper" model, which was quite effective and injected the bottom "gas" into the construction of safe Ningbo ".
Ningbo Huarun Xingguang Gas Co., Ltd., controlled by Ningbo Urban Investment Group, is a large-scale urban gas enterprise in our city, which undertakes the pipeline gas supply service for more than 800,000 users in Ningbo. In order to optimize gas management, China Resources Xingguang Gas proposed to "regionalize gas service, grid gas management, accurate hidden danger management, and upgrade point with piece" as the goal, boldly try to form a new management mode with home security check as a breakthrough, focusing on gas hidden danger management, and gas companies, communities and users to jointly manage.
On March 1 this year, Huarun Xingguang's Cuidong District, Jiangbei District, which has high gas rental rate, low gas safety inspection rate and many hidden dangers and high risks, conducted a pilot project of "gas housekeeper" in the city. By the end of June, the scope of the pilot project had been extended from Jiangbei District to Haishu District, the number of communities had increased to 6, and the security inspection rate and hidden danger rectification rate had been dynamically tracked, of which the security inspection rate of Cuidong Community had all passed.
The community has a "gas steward"
"Gas Housekeeper", that is, China Resources Xingguang Gas selects security inspectors with "one post and multiple abilities" from the existing security inspection posts, enters the community as "gas housekeeper", and unites the community to carry out one-stop special work such as household security inspection, hidden danger rectification and gas publicity in its responsible area.
For example, the security check found hidden dangers in the user's home, and those that can be disposed of on the spot will be disposed of on the spot. For the treatment of complex hidden dangers, the "gas housekeeper" will take the lead to make an appointment to come together to solve the problem for the user in one stop and at one time.
How does the "gas butler" model work? According to the relevant person in charge of China Resources Xingguang Gas, joint interaction, hierarchical management, simplified processes, and accurate service are the major features of the "gas butler" model.
Take Cuidong Community as an example. Before the implementation of the "gas housekeeper" model, the West Branch of China Resources Xingguang Gas Company fully connected with the local urban management department, streets, communities and other relevant units and obtained support to establish a "gas housekeeper" WeChat working group. The "gas housekeeper", streets, communities, community property managers and community grid members were all included in the online WeChat housekeeper group to provide timely feedback, solve difficult problems and track closed loops. The territorial department strongly supports and guides, the street, community and property leaders personally grasp, and the gas company fully provides technical support and high-quality services. The "high configuration" joint interaction has greatly enhanced the residents' trust and cooperation with the "gas steward. In addition, the "gas steward" information to the community owners public appearance, increase the trust of residents.
Solve the problem of entering the house
During the interview, the reporter learned that there are 804 users in Cuidong residential area, of which 217 have not been checked for security (66 for three visits, 2 for refusal of inspection, 149 for one visit) and 46 for major hidden danger users. The "gas housekeeper" found out the basic situation of users' work and rest rules, time at home and so on one by one, and implemented hierarchical management for 217 households without personnel and households that refused to be inspected. For users who cooperated with hidden danger rectification, the "gas housekeeper" at the station came to the door in time. If there was real difficulty, the "gas housekeeper" would track and transfer the whole process and complete the rectification within 3 days. For households who have been unmanned or refused inspection for many times, contact the streets and communities, to prevent leakage accidents; For households that refuse to rectify, joint urban management and law enforcement forces will persuade and restrain them to effectively solve the problems of difficulty in entering households and refusal to rectify.
After a period of pilot, "gas butler" model in Cuidong District has made outstanding achievements. Corrosion of 24 household pipelines and hidden dangers of 22 water heaters have all been rectified and rectified. A total of 56 gas cookers are not in compliance with regulations, of which 10 have been rectified and 24 have agreed to rectify themselves. "Glue to Gold" Completed 237 Households, Metal Hose Coverage Rate Raise from 53% to 87.5; Rectification of 3 households privately connected; Dismantling valves to seal 3 households; 44 households were taken to close valves and stop gas. In the management of users in old residential areas, these data have created a new record.
After getting through "one kilometer"
Zhu Junsheng, a gas housekeeper in Cuidong Community, told reporters that in his daily work, he often encountered some unvisited households in the old residential area who were often away from home due to relocation, while some unrectified households did not cooperate with security checks due to complicated steps and the need for multiple contacts.
In this regard, the "gas housekeeper" to develop personalized services, squatting on site and provide "one-to-one" zero transit special services for rectification users. For example, after the first on-site inspection by the security inspector found out the hidden danger of the non-compliant hose, it was necessary to "call the service hotline-send an order to the industrial company-and make a second on-site rectification with the user at an agreed time", but now only the "gas butler" needs to replace the hidden danger during an on-site security inspection, effectively enhancing the user's service experience and rectification enthusiasm, and speeding up the rectification of the hidden danger at the user end.
For residents, "gas steward" in the "one-to-one" service, combined with the current problems encountered, face-to-face talk, hand-in-hand teaching, do accurate publicity; for streets, communities, property and other related management personnel, from the public area gas facilities Identification, precautions, gas leakage emergency response and other aspects to open gas classrooms to improve daily management capabilities, at the same time, through their daily gas publicity to residents in the owner group, the frequency of publicity has been increased.
These normalized gas propaganda of "gas steward" have opened up the "one kilometer" after opening up, making the propaganda that was originally "not taken seriously" easier to be recognized, and the propaganda content is more grounded and targeted.
How to promote the "gas steward" model for a long time?
The good results of the "gas steward" model have injected confidence into the continuous promotion, but in the process of the pilot, the support of different regions is different, and the results are different.
Industry insiders believe that the main thing is to get strong support from territorial departments, streets, communities, property and other units, and to form an effective interaction with the "gas steward.
For example, the street community proposed that, with the support of leaders at all levels such as Jiangbei District Political and Legal Committee, District Comprehensive Administration Bureau, District Emergency Bureau and District Fire Brigade, a "gas housekeeper" station has been set up in Cuidong residential area. The station can store tools and equipment to facilitate the "gas housekeeper" to carry out simple office work and expand the scope of services. This laid the foundation for the further promotion of the "gas steward" model.
At the same time, China Resources Xingguang Gas has further increased its investment in manpower and material resources, and strengthened the multi-functional training of "gas housekeeper" to provide users with a "one-stop" high-quality service experience.