Chaoyang Power Supply Company：Multi-parties collaboration to tackle public facility maintenance difficulties

 Company profile
 
Founded in 1960, Chaoyang Power Supply Company of LiaoNing Electric Power Company of State Gird of China (referred as Laioning Chaoyang Power Supply Company), is  a state-owned scale-two enterprise under LiaoNing Electric Power Company. Its business focus on gird construction and operation with the basic mission of guaranteeing cleaner, safer, more economic and sustainable power supply. Now the company has 4184 employees with 7.562 billion yuan initial value of fixed assets. It has 5 branches in Chaoyang county,Beipioa, Jianping, Linyuan and Kazuo, covering all areas in Chaoyang, and supplying power for 1.41 million customers, and a population of 3.41 million. The power supply area reaches 1.97 square kilometers.
 
Challenges
 
If a residential community is not equipped with property management, and the public facilities is unmanaged and unmaintained, we call it “abandoned community". There is severe public facilities maintenance problem, and it has long been the trouble of the government, the users and related businesses. The damage to the facilities bring a lot of problems to people's life, and thus causes huge economic loss, so many contradictions and social stability problems have shown increasingly.
 
For Laioning Chaoyang Power Supply Company, due to the above problems, the complaints from abandoned communities rise year by year, widespread blackouts triggered by household appliance damage due to the high voltage equipment  in abandoned communities has resulted in more than 2 million yuan economic losses. At the same time, some misunderstandings in society has huge impact on the enterprises who provide public services.
 
Solutions
 
Laioning Chaoyang Power Supply Company takes a lead in dealing with public facility maintenance difficulties facing the abandoned communities. On the basis of thorough investigation and research, the company takes a series of measures to improve communication and management, and unites forces of all parties, forming a distinctive Kezuo transformation and improvement model to tackle the problem.
 
In 2012, the company adopted the strategy of “piloting first, and introducing it to the nation gradually”, and selected Kezuo power supply subsidiary as the first pilot company. In Kezuo County, there are 38,000 electricity customers and 84 residential communities, among which 31 have no access to property management, taking up 36.9%. In response, Kezuo power supply subsidiary established an organization led by the first hand of the company’s party administration rapidly, and defined the responsibilities and tasks in all stages for each department.
 
On the basis of thorough investigation and research, Kezuo power supply subsidiary drew up a proposal on using property maintenance fund to maintain power facilities in abandoned residential communities with the county Bureau of Economy and Information jointly. The subsidiary company also held a special meeting with relevant departments, including the Bureau of Economy and Information, Housing and Urban-rural Construction Bureau, government office as well as other power supply subsidiary companies, to make detailed implementation rules and maintenance procedures.
 
Laioning Chaoyang Power Supply Company formulated a facility maintenance mechanism of “government compensation, housing property taking the lead, residential community dominating, power supply departments working together” in alliance with Kezuo county government through active communication and consultation. It includes the maintenance of power supply facilities into the coverage of property maintenance fund, helping to solve power facility maintenance difficulties facing the abandoned communities in Kezuo County preliminarily.
 
The Dongshenghaoting residential community of Kezuo County is the first beneficiary of this new mechanism. On June 4, 2012, a cable fire accident happened in Dongshenghaoting community, an abandoned community, and the property owner committee of the community paid the maintenance fee temporarily. On July 20, the property management office initiated power facility maintenance procedure in the abandoned community and paid the maintenance fee with property maintenance fund, which won good comments from the community.
 
After the success pilot in Kezuo County, Laioning Chaoyang Power Supply Company works actively to seek a long-term mechanism. According to the practical situations in Chaoyang area, the company fixed the working idea of “government financing, all parties working together, improving facilities, power supply departments managing”, through consultation with various partners. The municipal government listed old community transformation and improvement as one of the ten good deeds that the government would do for the mass in 2013, and issued a power facility maintenance management regulation targeted for residential communities in Chaoyang city. The launch of the regulation will establish a long-term mechanism of power facility maintenance for abandoned communities, facilitating the institutionalization and normalization of problem solving.
 
Achievements
 
The process that Laioning Chaoyang Power Supply Company explores solutions to crack the public facilities maintenance problem in abandoned communities has provided a new way for the government and the public service enterprises to solve the public facilities maintenance, that is, aiming at the optimal allocation of resources and leading by the public service enterprises, we should to give full play to the advantage of the various stakeholders, and form a linkage mechanism to finally realize the "win-win" results through good communication and participation.
 
Social benefit
 
Cut regional power outage time, reduced the economic loss and maintained social stability
 
The power facilities in abandoned communities has obtained good maintenance and timely repair. The mode that government provides investment to transform the power supply facilities in old communities, and power supply companies take over the running maintenance has been promoted gradually. At present, 10 residential communities have been transformed, which will improve the quality of residential electricity directly, and reduce the impact on the grid indirectly, avoiding the wider regional power outages so as to greatly reduce the economic loss. Also, this mode eliminates the conflicts and social instability caused by power supply equipment failure in abandoned communities.
 
Economic benefit
 
Won customers’ understanding and recognition, and improved the brand values of power supply companies
 
Due to insufficient publicity on property rights, power supply enterprises are difficult to be understand by proprietors, and the customer complaints had been rising in abandoned communities, resulting in a decline in customer service and social recognition. After good communication and collaboration between stakeholders, we solved power supply problems in abandoned communities and also helped power supply enterprise to win the understanding and recognition of proprietors. a 15% drop in customer complaints has been realized and customer satisfaction continued to rising, enhancing the brand value of enterprises.
 
Prospect
 
To thoroughly solve the power facilities maintenance problems in abandoned communities, and spread the experience to different areas, different communities, and even different industries in the future, Laioning Chaoyang Power Supply Company will intensify its publicity, actively urge the government to issues related systems and policies to solve such problems as capital lagging, material reserve. The company will   implement classified management to tackle different issues in abandoned communities and explore the most suitable solution.  It also hopes to promote related governments to include public facilities construction and management of residential communities in inspection and evaluation system for real estate developers, and require developers or Property Company to disclose the public facilities operation and maintenance to the proprietor regularly.