技术领域technical field
本发明涉及一种电力客服工单应急处理系统及方法。The invention relates to an emergency processing system and method for electric customer service work orders.
背景技术Background technique
SG186营销系统是全省各市县公司处理国家电网转派95598工单的业务系统，是国家电网公司监督、评价、考核各基层单位供电服务水平的重要数据来源，同时为各基层单位优质服务评价指数及同业对标提供数据支撑。The SG186 marketing system is the business system for all city and county companies in the province to handle the 95598 work orders assigned by the State Grid Corporation. and peer benchmarking to provide data support.
目前工单应急处理方式。在远程工作站出现断网或停电等突发故障情况，各地市一般的处理方式为委托其他单位进行支援，其他单位通过登陆事故单位的系统账号，代为处理工单。但这种方式依然不能解决问题，因为外部支援存在时间延迟的情况，只能够减少工单超时的数量，同时异地处理会造成信息传递滞后，并且增加支援单位的人力成本，应急处理效果不理想。在工单涌流的情况下，事故单位无法请求其他单位进行支援，只能内部增加人员进行应急备班，但人员备班一般30分钟到达现场，仍然无法避免工单接派发超时限。The current work order emergency handling method. In the case of sudden failures such as network outages or power outages at remote workstations, the general handling method in various cities is to entrust other units to provide support, and other units log in to the system account of the accident unit to process work orders on their behalf. However, this method still cannot solve the problem, because there is a time delay in external support, which can only reduce the number of overtime work orders. At the same time, processing in different places will cause information transmission lag, and increase the labor cost of the support unit, and the emergency response effect is not ideal. In the case of an influx of work orders, the accident unit cannot request other units for support, and can only increase personnel internally for emergency backup shifts. However, the preparation shift usually arrives at the scene within 30 minutes, and it is still impossible to avoid the time limit for receiving and dispatching work orders.
目前市县远程站运行方式。目前营销远程执行7*8小时工作制，负责非故障报修工单的接派发，但国家电网服务申请类“欠费停复电”、“电器损坏核损”工单，要求在2个小时内完成接派发，与营销实际工作机制产生了冲突，出现不可协调的矛盾，造成此类工单存在大量超时情况，严重影响了服务指标。The current mode of operation of remote stations in cities and counties. At present, the marketing remotely implements a 7*8-hour working system, and is responsible for receiving and dispatching non-fault repair work orders, but the State Grid service application category "power failure and restoration due to arrears" and "electrical damage nuclear damage" work orders are required to be completed within 2 hours The completion of receiving and dispatching conflicts with the actual working mechanism of marketing, resulting in irreconcilable contradictions, resulting in a large number of timeouts in such work orders, which seriously affects service indicators.
现有技术存在的问题是：The problem that prior art exists is:
第一，SG186营销系统缺少话务数据实施监测手段，应急响应相对滞后，无法全面、及时、有效的掌握全省各区域的灾害影响情况。First, the SG186 marketing system lacks traffic data monitoring means, and the emergency response is relatively lagging behind, unable to comprehensively, timely and effectively grasp the disaster impacts in various regions of the province.
第二，当全省各地区发生灾害性天气或突发性电力设备故障时将引发95598工单涌流。Second, when disastrous weather or sudden power equipment failure occurs in various regions of the province, there will be an influx of 95,598 work orders.
第三，各市、县公司网络、设备、电源系统发生突发故障时，将造成工单无法正常实时流转，导致地市接单派工环节的工单在规定时限内(如故障报修3分钟)无法及时处理，直接影响服务响应效率及指标，且此类工单超时均为内部原因，无法在国家电网层面申诉通过，成为影响省公司优质服务指标提升的重要问题。Third, when sudden failures occur in the network, equipment, and power systems of companies in various cities and counties, work orders cannot be circulated normally in real time, resulting in work orders in the order receiving and dispatching link of cities and counties falling within the specified time limit (such as 3 minutes for repairing faults) Failure to deal with it in a timely manner will directly affect the service response efficiency and indicators, and the timeout of such work orders is due to internal reasons, and the failure to appeal at the State Grid level has become an important issue affecting the improvement of the provincial company's quality service indicators.
发明内容Contents of the invention
本发明的目的就是为了解决上述问题，提供一种电力客服工单应急处理系统及方法，省客服中心研究构建工单处理应急系统，在市、县远程接单分理环节实现系统自动监控与接派发，保证客户诉求的响应速度，最大限度降低客户服务质量投诉风险，并为相关职能部室提供应急决策信息。通过实现95598系统应急服务功能，全面提高突发状况下公司及各单位的应急处置能力，提升95598优质服务评价指数及客户服务质量。The purpose of the present invention is to solve the above problems, to provide a power customer service work order emergency processing system and method. The provincial customer service center researches and builds a work order processing emergency system, and realizes automatic monitoring and receiving of the system in the remote order receiving and sorting links of cities and counties. Distribution, to ensure the response speed of customer demands, minimize the risk of customer service quality complaints, and provide emergency decision-making information for relevant functional departments. Through the realization of the emergency service function of the 95598 system, the emergency response capabilities of the company and various units in emergencies are comprehensively improved, and the 95598 quality service evaluation index and customer service quality are improved.
为了实现上述目的，本发明采用如下技术方案：In order to achieve the above object, the present invention adopts the following technical solutions:
一种电力客服工单应急处理系统，部署在SG186营销业务应用系统上，用于省公司实时应对市和/或县公司发生停电、断网或内部设备检修时，市和/或县公司无法使用SG186营销业务应用系统处理工单的情况；还能够应对灾害天气下SG186营销业务应用系统从95598业务支持系统接收到工单量大，而造成工单涌流的情况；包括：An emergency processing system for electric customer service work orders, deployed on the SG186 marketing business application system, used for provincial companies to respond in real time to city and/or county companies when power outages, network outages, or internal equipment maintenance occur, and city and/or county companies cannot use it The SG186 marketing business application system handles work orders; it can also deal with the situation in which the SG186 marketing business application system receives a large number of work orders from the 95598 business support system in disaster weather, resulting in a surge of work orders; including:
配置单元，用于预先存储市和/或县公司报备的应急单位名称和应急部门名称；还用于预先存储报备的应急部门名称对应的应急主管人员的通信录，所述通信录包括手机号、工号、所属单位、办公电话和职称；The configuration unit is used to pre-store the name of the emergency unit and the name of the emergency department reported by the city and/or county company; it is also used to pre-store the address book of the emergency supervisor corresponding to the name of the emergency department reported, and the address book includes a mobile phone No., job number, affiliation, office phone number and job title;
启动单元，用于在市和/或县公司发生停电、断网或内部设备检修情况时，接收市和/或县公司应急请求指令，对应急请求指令进行解析判断是否启动应急处理过程，并给市和/或县公司发出反馈指令；The starting unit is used to receive the emergency request instructions from the city and/or county companies when the city and/or county companies experience power outages, network outages, or internal equipment maintenance, analyze the emergency request instructions to determine whether to start the emergency treatment process, and give City and/or county corporations issue feedback orders;
处理单元，用于应急处理，对工单进行分类，根据不同应急情况，对工单采用不同的处理策略，从而保证工单不会在SG186营销业务应用系统中滞留。The processing unit is used for emergency handling, classifies work orders, and adopts different processing strategies for work orders according to different emergency situations, so as to ensure that work orders will not be stranded in the SG186 marketing business application system.
SG186营销业务应用系统与应急客户端通信。SG186 Marketing business application system communicates with emergency client.
所述启动单元，包括：The starting unit includes:
接收模块，用于市和/或县公司发生停电、断网或内部设备检修时，接收市和/或县公司的应急请求指令；灾害天气下SG186营销业务应用系统遇到工单涌流情况时，接收市和/或县公司的应急请求指令；The receiving module is used to receive emergency request instructions from the city and/or county company when power outages, network outages or internal equipment maintenance occur in the city and/or county company; Receive emergency request instructions from City and/or County Corporations;
粗筛选模块，市公司对县公司请求指令进行筛选，如果满足设定条件就进入细筛选模块，如果不满足就驳回申请；In the coarse screening module, the city company screens the county company's request instructions, and if the set conditions are met, it will enter the fine screening module, and if it is not satisfied, the application will be rejected;
细筛选模块，省客服中心对市公司请求指令由做进一步筛选，如果满足设定条件就进入反馈模块，如果不满足就驳回申请；In the fine screening module, the provincial customer service center further screens the request instructions of the city company. If the set conditions are met, it will enter the feedback module, and if it is not satisfied, the application will be rejected;
反馈模块，用于接收请求指令，并向应急请求单位发出启动应急程序的反馈指令。The feedback module is used to receive the request instruction, and send a feedback instruction to start the emergency procedure to the emergency request unit.
如果是县公司发生应急情况，而市公司没发生应急情况，则启动单元包括所述接收模块、粗筛选模块、系筛选模块和反馈模块；If the county company has an emergency situation, but the city company does not have an emergency situation, the starting unit includes the receiving module, the rough screening module, the system screening module and the feedback module;
如果是市公司发生应急情况，而县公司没发生应急情况，则启动单元包括所述接收模块、细筛选模块和反馈模块；If the city company has an emergency situation, but the county company does not have an emergency situation, the starting unit includes the receiving module, the fine screening module and the feedback module;
如果是县公司和市公司同时发生应急情况，则启动单元指包括所述接收模块、细筛选模块和反馈模块，细筛选模块，省客服中心对市公司和县公司请求指令由做进一步筛选，如果满足设定条件就进入反馈模块，如果不满足就驳回申请。If the county company and the city company have an emergency situation at the same time, the starting unit refers to including the receiving module, the fine screening module and the feedback module, the fine screening module, and the provincial customer service center is further screened by the city company and the county company request instruction, if Enter the feedback module if the set conditions are met, and reject the application if not.
所述处理单元，包括：The processing unit includes:
流程处理模块，用于对工单进行分类，建立虚拟工号，给虚拟工号分配权限；The process processing module is used to classify work orders, establish virtual work numbers, and assign permissions to virtual work numbers;
工单的种类包括故障报修、投诉、举报、意见、建议、咨询、服务申请类。The types of work orders include fault repair, complaint, report, opinion, suggestion, consultation, and service application.
策略处理模块，用于如果工单派发时限超过设定时限，则虚拟工号自动依据分配的权限对工单进行派发或者人工对工单进行派发；将派发后的工单被暂存到应急处理数据库中，等待工人的逐一处理；通过自动派发和人工派发，避免了工单在SG186营销业务应用系统中滞留的情况；The policy processing module is used to dispatch the work order automatically according to the assigned authority or manually dispatch the work order according to the assigned authority if the time limit for dispatching the work order exceeds the set time limit; temporarily save the dispatched work order to emergency processing In the database, wait for workers to process one by one; through automatic dispatch and manual dispatch, it avoids the situation where work orders are stranded in the SG186 marketing business application system;
传递处理模块，用于短信通知应急主管人员，工单已经派发，提醒应急主管人员及时安排工人处理；The transfer processing module is used to notify the emergency supervisor by text message that the work order has been dispatched, reminding the emergency supervisor to arrange workers to deal with it in time;
数据处理模块，用于对应急情况下的工单处理后的情况进行汇总，根据应急请求单位，工单类型、应急原因，汇总生成应急情况报表；统计任意时间段内应急情况的使用频次和应急情况使用时长；The data processing module is used to summarize the situation after the work order is processed in an emergency situation, and generate an emergency report according to the emergency request unit, work order type, and emergency cause; count the use frequency and emergency situation of the emergency situation in any time period. The duration of the situation;
效果处理模块，用于计算应急服务启动正确率，统计应急情况下工单派发情况，对工单派发异常情况进行修正；对谎报应急情况的单位进行黑名单记录。The effect processing module is used to calculate the correct rate of emergency service activation, count the distribution of work orders in emergency situations, correct the abnormal situation of work order distribution, and record the blacklist of units that falsely report emergency situations.
所述配置单元，包括：The configuration unit includes:
部门配置模块，用于预先存储市和/或县公司报备的应急单位名称、应急部门名称和应急部门对应的服务区域；The department configuration module is used to pre-store the name of the emergency unit, the name of the emergency department and the corresponding service area of the emergency department reported by the city and/or county company;
信息配置模块，用于预先存储报备的应急部门名称对应的应急主管人员的通信录，所述通信录包括手机号、工号、所属单位、办公电话和职称。The information configuration module is used to store in advance the address book of the emergency supervisor corresponding to the name of the emergency department that is reported, and the address book includes mobile phone number, job number, affiliation unit, office phone number and professional title.
一种电力客服工单应急处理方法，在市和/或县公司发生停电、断网或内部设备检修时，市和/或县公司无法使用SG186营销业务应用系统处理工单的情况，灾害天气下SG186营销业务应用系统从95598业务支持系统接收到工单量大，而造成工单涌流的情况，包括如下步骤：An emergency handling method for electric customer service work orders. When city and/or county companies experience power outages, network outages, or internal equipment maintenance, the city and/or county companies cannot use the SG186 marketing business application system to process work orders. The SG186 marketing business application system receives a large number of work orders from the 95598 business support system, resulting in a flow of work orders, including the following steps:
接收市和/或县公司的应急请求指令；Receive emergency request instructions from City and/or County Corporations;
对应急请求指令进行筛选；对合格的应急请求指令，启动应急程序；Screen the emergency request instructions; start the emergency procedure for qualified emergency request instructions;
根据国家电网公司给工单规定的派发时限对工单进行分类，建立虚拟工号，给虚拟工号分配权限，虚拟工号依据分配的权限对工单进行派发；工单的种类包括故障报修、投诉、举报、意见、建议、咨询、服务申请类。故障报修类工单的处理时限为30秒，即30秒内工单必须派发出去；投诉、举报、意见、建议、咨询和服务申请类工单的处理时限为2个小时，即2个小时内工单必须派发出去；Classify work orders according to the distribution time limit specified by State Grid Corporation of China, establish virtual work numbers, assign permissions to virtual work numbers, and distribute work orders according to the assigned permissions; types of work orders include fault repair, Complaints, reports, opinions, suggestions, consultations, and service applications. The processing time limit for fault repair work orders is 30 seconds, that is, the work order must be dispatched within 30 seconds; the processing time limit for complaints, reports, opinions, suggestions, consultations and service application work orders is 2 hours, that is, within 2 hours The work order must be dispatched;
将派发后的工单被暂存到应急处理数据库中，等待工人的逐一处理；The dispatched work orders are temporarily stored in the emergency processing database, waiting for workers to process them one by one;
短信通知应急主管人员，工单已经派发，提醒应急主管人员及时安排工人处理；SMS notifies the emergency supervisor that the work order has been dispatched, reminding the emergency supervisor to arrange workers to deal with it in time;
对应急情况下的工单处理后的情况进行汇总，根据应急请求单位，工单类型、应急原因，汇总生成应急情况报表；统计任意时间段内应急情况的使用频次和应急情况使用时长；Summarize the status of work orders in emergency situations, and generate emergency reports according to the emergency request unit, work order type, and emergency cause; count the frequency and duration of use of emergency situations in any period of time;
计算应急服务启动正确率，统计应急情况下工单派发情况，对工单派发异常情况进行修正；对谎报应急情况的单位进行黑名单记录。Calculate the correct rate of emergency service activation, count the distribution of work orders in emergency situations, and correct the abnormal situation of work order distribution; blacklist records for units that falsely report emergency situations.
对应急请求指令进行筛选的步骤如下：The steps to filter emergency request instructions are as follows:
如果是县公司发生应急情况，而市公司没发生应急情况，则市公司对县公司请求指令进行筛选，如果不满足就驳回申请；如果满足市公司的设定条件就由省客服中心对市公司请求指令由做进一步筛选；如果不满足就驳回申请；如果满足省客服中心的设定条件就向应急请求单位发出启动应急程序的反馈指令；If the county company has an emergency situation, but the city company does not have an emergency situation, the city company will screen the county company's request instructions, and reject the application if it is not satisfied; The request instruction will be further screened; if it is not satisfied, the application will be rejected; if the conditions set by the provincial customer service center are met, a feedback instruction to start the emergency procedure will be sent to the emergency requesting unit;
如果是市公司发生应急情况，而县公司没发生应急情况，则由省客服中心对市公司请求指令由做筛选；如果不满足就驳回申请；如果满足省客服中心的设定条件就向应急请求单位发出启动应急程序的反馈指令；If there is an emergency in the city company but not in the county company, the provincial customer service center will screen the city company’s request for instructions; if it is not satisfied, the application will be rejected; if the conditions set by the provincial customer service center are met, the emergency request will be made The unit issues a feedback command to start the emergency procedure;
如果是县公司和市公司同时发生应急情况，则由省客服中心对市和县公司请求指令由做筛选；如果不满足就驳回申请；如果满足省客服中心的设定条件就向应急请求单位发出启动应急程序的反馈指令。If the county company and the city company have emergency situations at the same time, the provincial customer service center will screen the request instructions of the city and county companies; if they are not satisfied, the application will be rejected; if the conditions set by the provincial customer service center are met, the emergency request unit will be sent Feedback command to activate emergency procedures.
本发明的有益效果：Beneficial effects of the present invention:
1省客服中心构建工单处理应急系统，在市、县远程接单分理环节实现系统自动监控与接派发，保证客户诉求的响应速度，最大限度降低客户服务质量投诉风险，并为相关职能部室提供应急决策信息。通过实现95598系统应急服务功能，全面提高突发状况下公司及各单位的应急处置能力，提升95598优质服务评价指数及客户服务质量；1 The provincial customer service center has built an emergency system for work order processing, which realizes automatic system monitoring and receiving and dispatching in the remote order receiving and sorting links of cities and counties, so as to ensure the response speed of customer demands, minimize the risk of customer service quality complaints, and provide relevant functional departments and offices Provide emergency decision-making information. Through the realization of the emergency service function of the 95598 system, the emergency response capabilities of the company and all units are comprehensively improved in emergencies, and the 95598 quality service evaluation index and customer service quality are improved;
2应急系统启动流程规范，信息传递及时、高效。通过配置短信设置及自动触发功能，对系统启动时间、工单处理环节、超期提醒时限等关键信息即时传递至有权限处理的人员，保证了信息传递的针对性，缩短了响应时间，提升了服务效率。2 The start-up process of the emergency system is standardized, and the information is transmitted in a timely and efficient manner. By configuring SMS settings and automatic triggering functions, key information such as system startup time, work order processing links, and overdue reminder time limits are transmitted to authorized personnel in real time, ensuring the pertinence of information transmission, shortening response time, and improving services. efficiency.
3工单应急处理系统实现了全省市县远程接单分理环节的自动接派发，是95598全省互联互通应急技术的关键。通过应急服务响应策略、工单涌流阀值及预警监控设置，实现了对95598业务工单分类型、分环节、分程度进行选择性处理，确保了人工与系统间资源的科学分配，解决了市县远程站工作制方面存在的不足。3 The work order emergency processing system realizes the automatic receiving and dispatching of remote order receiving and sorting links in cities and counties across the province, which is the key to the 95598 province-wide interconnected emergency technology. Through the emergency service response strategy, work order influx threshold and early warning monitoring settings, the selective processing of 95598 business work orders by type, link, and degree is realized, which ensures the scientific allocation of resources between labor and the system, and solves the problem of market There are deficiencies in the county's remote station work system.
4准确分析应急处置能力与响应速度。应急处理系统对应急启动的频次、环节、时段等关键数据进行全面记录，并以分析型报表的形式进行展现，自动生成“一键报表”格式，能够分析各远程站的工作效率、人员饱和度及风险预控能力，为公司及职能部门决策提供了数据支撑。4 Accurately analyze the emergency response capability and response speed. The emergency response system comprehensively records key data such as the frequency, link, and time period of emergency start-up, and displays them in the form of analytical reports, and automatically generates a "one-click report" format, which can analyze the work efficiency and personnel saturation of each remote station And risk pre-control capabilities, providing data support for the decision-making of the company and functional departments.
5市县远程站出现断网、停电及工单涌流时，能够及时触发应急系统进行响应，确保工单处理无缝衔接；5. In the event of network outages, power outages, and work order surges at remote stations in cities and counties, the emergency system can be triggered in time to respond to ensure seamless work order processing;
6解决工单处理时限与工作机制冲突的问题，确保工单处理全业务、全时段管控。6 Solve the problem of conflict between work order processing time limit and working mechanism, and ensure full business and full-time control of work order processing.
7设置粗筛选和细筛选，双层筛选，保证应急请求的合理性，避免应急处理系统资源的浪费；7. Set up coarse screening and fine screening, and double-layer screening to ensure the rationality of emergency requests and avoid waste of emergency processing system resources;
8对工单进行分类，对不同的工单采用不同的策略，因为不同工单的派发时限是不一样的，根据工单快到期的时限，把工单派发出去，这样不会给SG196系统带来太大的压力，合理利用SG186系统的资源；8 Classify the work orders and adopt different strategies for different work orders, because the dispatch time limit of different work orders is different. According to the time limit of the work order is about to expire, the work order will be dispatched, so that the SG196 system will not be affected. Bring too much pressure, rational use of resources of the SG186 system;
9本发明重点研究的是工单涌流情况和市、县公司断电、断网、设备检修情况；这两种情况省客服中心遇到的工单派发不及时的问题，针对性强，取得的效果好，目前工单派发已经不存在滞留问题。且应急响应及时，能全面及时有效的掌握全省各区域的灾害影响情况。9. The focus of the present invention is the influx of work orders and city and county company power outages, network outages, and equipment maintenance; in these two cases, the problem of untimely distribution of work orders encountered by the provincial customer service center is highly targeted, and the obtained The effect is good. At present, there is no retention problem in the distribution of work orders. And the emergency response is timely, and it can comprehensively and effectively grasp the disaster impact situation in various regions of the province.
附图说明Description of drawings
图1为本发明的系统结构图；Fig. 1 is a system structure diagram of the present invention;
图2为SG186营销业务应用系统中部署的应急处理系统；Figure 2 shows the emergency handling system deployed in the SG186 marketing business application system;
图3为应急处理子系统示意图。Figure 3 is a schematic diagram of the emergency treatment subsystem.
具体实施方式detailed description
下面结合附图与实施例对本发明作进一步说明。The present invention will be further described below in conjunction with the accompanying drawings and embodiments.
如图1-3所示，省远程工作站在95598业务支持系统中接受国网客服中心转派的工单，根据所属地市、所属区县及供电单位将工单分理至SG186营销业务应用系统各市、县远程站，定向启用各市、县远程站应急系统，对将要到达处理时限的工单进行自动接派发至处理部门，工单被人工锁定时强制解锁派发。As shown in Figure 1-3, the provincial remote workstation accepts the work orders assigned by the State Grid Customer Service Center in the 95598 business support system, and sorts the work orders to the SG186 marketing business application system according to the city, district, county, and power supply unit. The remote stations of each city and county will use the emergency system of the remote stations of each city and county in a targeted manner to automatically receive and dispatch work orders that are about to reach the processing time limit to the processing department. When the work order is manually locked, it will be unlocked and dispatched.
2.1.1工单处理流程分析。根据95598客服系统工单处理流程设置及业务类型的不同，分析市、县远程站工单接派发、处理、审核等环节要素，对各业务类型页面进行解析，确定故障报修、投诉、举报、意见、建议、咨询、服务申请等处理意见的填写内容，实现工单模式化、差别化批处理操作。实时跟踪应急工单状态，保证应急功能得到及时有效的处理。2.1.1 Work order processing flow analysis. According to the work order processing process settings and business types of the 95598 customer service system, analyze the city and county remote station work order distribution, processing, review and other link elements, analyze the pages of each business type, and determine fault repairs, complaints, reports, and opinions , Suggestions, consultations, service applications and other processing opinions to fill in the content, to achieve the model of the work order, differentiated batch processing operations. Track the status of emergency work orders in real time to ensure that emergency functions are handled in a timely and effective manner.
2.1.2工单应急服务策略分析。根据检修或突发故障等应急服务事故原因，确定应急服务类型及市县公司应急服务申请、审核及审批流程，并对应急开始时间、结束时间、应急原因、申请人工号、单位、申请附件等信息进行整合；分析工单业务类型、流程时限，制定工单应急启动与处理策略，增加工单处理状态实时过滤技术；结合各市县公司工单量历史数据，建立工单涌流阀值和监控策略，实现系统自动开启与人工开启相结合的应急服务技术，为服务信息的调度及响应提供支撑。2.1.2 Analysis of work order emergency service strategy. According to the causes of emergency service accidents such as maintenance or sudden failure, determine the type of emergency service and the emergency service application, review and approval process of city and county companies, and analyze the emergency start time, end time, emergency cause, applicant number, unit, application attachments, etc. Integrate information; analyze the business type and process time limit of work orders, formulate emergency start-up and processing strategies for work orders, and add real-time filtering technology for work order processing status; combine the historical data of work order volumes of companies in various cities and counties to establish work order flow thresholds and monitoring strategies , to realize the emergency service technology that combines the automatic opening of the system with the manual opening, and provides support for the dispatch and response of service information.
2.1.3工单应急服务数据分析。根据单位、应急类型、应急原因等生成应急情况报表，统计任意时间段内各单位应急功能的使用频次、时长等数据，分析各单位应急功能使用情况，为公司提供应急决策信息。2.1.3 Work order emergency service data analysis. According to the unit, emergency type, emergency cause, etc., the emergency situation report is generated, and the emergency function usage frequency and duration of each unit in any time period are counted, and the emergency function usage of each unit is analyzed to provide emergency decision-making information for the company.
2.1.4工单应急处理信息传递技术。对工单在不同部门间流转的关键环节，配置短信触发功能，实时传输工单状态信息，实现系统应急处理的工单信息及时传递给现场处理人员。2.1.4 Work order emergency handling information transfer technology. For the key link of the work order transfer between different departments, configure the SMS trigger function to transmit the work order status information in real time, so as to realize the timely transmission of the work order information for the system's emergency handling to the on-site processing personnel.
2.1.5工单应急服务系统效果评估。根据应急服务类型及原因，确定应急服务启动申请审批流程，保证应急服务启动的正确率；统计分析应急系统自动识别及接派发工单处理情况，以对异常情况进行修正。2.1.5 Effect evaluation of work order emergency service system. According to the type and reason of emergency service, determine the application approval process for emergency service start to ensure the correct rate of emergency service start; statistically analyze the automatic identification of the emergency system and the handling of work orders received and dispatched, so as to correct the abnormal situation.
一种电力客服业务应急处理系统，包括工单处理流程分析、工单应急服务策略分析、工单应急服务数据分析、工单应急处理信息传递技术、工单应急服务系统效果评估及应急启动流程，其中：An emergency processing system for electric power customer service, including work order processing process analysis, work order emergency service strategy analysis, work order emergency service data analysis, work order emergency processing information transmission technology, work order emergency service system effect evaluation and emergency start-up process, in:
所述工单处理流程分析，根据95598客服系统工单处理流程设置及业务类型的不同，分析市、县远程站工单接派发、处理、审核等环节要素，对各业务类型页面进行解析，确定故障报修、投诉、举报、意见、建议、咨询、服务申请等处理意见的填写内容，实现工单模式化、差别化批处理操作。实时跟踪应急工单状态；The analysis of the work order processing flow, according to the 95598 customer service system work order processing flow settings and the different business types, analyzes the city and county remote station work order distribution, processing, review and other link elements, analyzes the pages of each business type, and determines Fault repair, complaint, report, opinion, suggestion, consultation, service application and other processing opinions to fill in, to achieve modularized and differentiated batch processing of work orders. Real-time tracking of emergency work order status;
所述工单应急服务策略分析，根据检修或突发故障等应急服务事故原因，确定应急服务类型及市县公司应急服务申请、审核及审批流程，并对应急开始时间、结束时间、应急原因、申请人工号、单位、申请附件等信息进行整合；分析工单业务类型、流程时限，制定工单应急启动与处理策略，增加工单处理状态实时过滤技术；结合各市县公司工单量历史数据，建立工单涌流阀值和监控策略，实现系统自动开启与人工开启相结合的应急服务技术；The analysis of the work order emergency service strategy, according to the cause of emergency service accidents such as maintenance or sudden failure, determines the type of emergency service and the emergency service application, review and approval process of city and county companies, and analyzes the emergency start time, end time, emergency cause, Integrate information such as the application number, unit, and application attachments; analyze the business type and process time limit of the work order, formulate emergency start and processing strategies for the work order, and increase the real-time filtering technology of the work order processing status; combine the historical data of the work order volume of each city and county company, Establish work order influx threshold and monitoring strategy to realize the emergency service technology combining automatic system opening and manual opening;
所述工单应急服务数据分析，根据单位、应急类型、应急原因等生成应急情况报表，统计任意时间段内各单位应急功能的使用频次、时长等数据，分析各单位应急功能使用情况，为公司提供应急决策信息；The analysis of the work order emergency service data generates an emergency report according to the unit, emergency type, emergency cause, etc., and counts the use frequency and duration of each unit’s emergency function within any time period, and analyzes the use of each unit’s emergency function. Provide emergency decision-making information;
所述工单应急处理信息传递技术，对工单在不同部门间流转的关键环节，配置短信触发功能，实时传输工单状态信息，实现系统应急处理的工单信息及时传递给现场处理人员。The work order emergency processing information transmission technology configures the SMS trigger function for the key link of work order transfer between different departments, and transmits the work order status information in real time, so as to realize the timely transmission of the work order information of the system emergency treatment to the on-site processing personnel.
所述工单应急服务系统效果评估，根据应急服务类型及原因，确定应急服务启动申请审批流程，保证应急服务启动的正确率；统计分析应急系统自动识别及接派发工单处理情况，以对异常情况进行修正。The effect evaluation of the work order emergency service system, according to the type and cause of the emergency service, determines the emergency service start application approval process to ensure the correct rate of emergency service start; statistical analysis of the automatic identification of the emergency system and the handling of work orders received and dispatched, so as to deal with abnormal The situation is corrected.
所述应急启动流程，按照突发和检修两种模式设立应急启动条件，实现系统自动识别启动、自动完成申请区域95598工单流转。In the emergency start-up process, emergency start-up conditions are set up according to the two modes of emergency and maintenance, so as to realize the automatic identification and start-up of the system and the automatic completion of the circulation of 95598 work orders in the application area.
一种电力客服业务应急处理方法，包括以下步骤：An emergency handling method for electric customer service business, comprising the following steps:
(1)分析市、县远程站工单接派发、处理、审核等环节要素，对各业务类型页面进行解析；(1) Analyze the elements of work order distribution, processing, and auditing at remote stations in cities and counties, and analyze the pages of various business types;
(2)分析工单业务类型、流程时限，制定工单应急启动与处理策略，增加工单处理状态实时过滤技术；(2) Analyze the business type and process time limit of the work order, formulate the emergency start and processing strategy of the work order, and increase the real-time filtering technology of the work order processing status;
(3)统计任意时间段内各单位应急功能的使用频次、时长等数据，分析各单位应急功能使用情况；(3) Count data such as the frequency and duration of use of emergency functions of each unit within any period of time, and analyze the use of emergency functions of each unit;
(4)配置短信触发功能，实时传输工单状态信息，实现系统应急处理的工单信息及时传递给现场处理人员；(4) Configure the SMS trigger function to transmit work order status information in real time, so as to realize the timely transmission of work order information for system emergency handling to on-site processing personnel;
(5)统计分析应急系统自动识别及接派发工单处理情况，以对异常情况进行修正。(5) Statistically analyze the automatic identification of the emergency system and the handling of work orders received and dispatched, so as to correct abnormal situations.
所述步骤(1)中，通过页面信息抓取方法，按照设定的信息字段在95598业务支持系统中提取工单信息。In the step (1), the work order information is extracted in the 95598 business support system according to the set information fields through the page information grabbing method.
所述步骤(1)、步骤(2)的顺序可以互换。The order of step (1) and step (2) can be interchanged.
所述步骤(2)中，工单应急启动与处理策略根据检修或突发故障等应急服务事故原因，确定应急服务类型及市县公司应急服务申请、审核及审批流程，并对应急开始时间、结束时间、应急原因、申请人工号、单位、申请附件等信息进行整合。In the step (2), the work order emergency start and processing strategy determines the emergency service type and city and county company emergency service application, review and approval process according to the cause of emergency service accidents such as maintenance or sudden failure, and determines the emergency start time, End time, emergency reasons, applicant number, unit, application attachments and other information are integrated.
所述步骤(3)中，各单位应急功能使用情况的统计分析实现方式未已完成配置的单位才会启动应急系统，不配置则不会启动。In the step (3), the unit that has not completed the configuration of the implementation method of statistical analysis of the emergency function usage of each unit will start the emergency system, and will not start if it is not configured.
所述步骤(4)中，配置短信触发功能指国网转派工单短信提示分为两种，一种是由“省(市)接单分理”下发到“市(县)接单分理”环节的短信提示(MS00025)，另外一种是由“市(县)接单分理”下发到“部门处理”环节的短信提示(MS00026)。In the step (4), configuring the SMS trigger function means that the State Grid transfer work order SMS prompts are divided into two types. The other is the SMS prompt (MS00025) sent by the "city (county) receiving order sorting" link to the "department handling" link (MS00026).
如图3所示，As shown in Figure 3,
建立应急系统启动申请流程，通过系统或电话进行应急启动审批。按照突发和检修两种模式设立应急启动条件，实现系统自动识别启动、自动完成申请区域95598工单流转。Establish an emergency system startup application process, and conduct emergency startup approval through the system or telephone. Set up emergency start conditions according to the two modes of emergency and maintenance, realize the automatic identification and start of the system, and automatically complete the circulation of 95598 work orders in the application area.
1启动模块1 start module
建立应急系统启动申请流程，通过系统或电话进行应急启动审批。按照突发和检修两种模式设立应急启动条件，实现系统自动识别启动、自动完成申请区域95598工单流转。Establish an emergency system startup application process, and conduct emergency startup approval through the system or telephone. Set up emergency start conditions according to the two modes of emergency and maintenance, realize the automatic identification and start of the system, and automatically complete the circulation of 95598 work orders in the application area.
1.1接收模块。系统客户端突发故障或工单涌流时，需发起申请流程，县公司向市公司申请，市公司向省客服中心申请。省客服中心负责市公司远程系统客户端故障、或市县公司远程系统客户端同时故障时的客服诉求信息传递，单个县公司远程系统客户端故障由市公司通过登录县公司应急账号传递客户诉求信息。1.1 Receiver module. When the system client suddenly fails or the work order floods, an application process needs to be initiated. The county company applies to the city company, and the city company applies to the provincial customer service center. The provincial customer service center is responsible for the transmission of customer service appeal information when the remote system client of the city company fails, or the remote system clients of the city and county companies fail at the same time. The client of a single county company's remote system fails, and the city company logs in to the emergency account of the county company to transmit the customer appeal information .
1.2粗筛选模块。市公司负责审核县公司发起的应急系统启用申请，并报送省客服中心进行终审，审核不通过则退回发起单位。在应急系统发起的申请流程，需同时上传应急系统启用申请书扫描件；电话发起的申请，需在2个小时内报送申请书扫描件。1.2 Coarse screening module. The city company is responsible for reviewing the application for the activation of the emergency system initiated by the county company, and submitting it to the provincial customer service center for final review. If the review fails, it will be returned to the initiator. In the application process initiated by the emergency system, a scanned copy of the application form for activation of the emergency system must be uploaded at the same time; for an application initiated by telephone, a scanned copy of the application form must be submitted within 2 hours.
1.3细筛选模块。系统客户端突发故障时，由省客服中心进行审批；系统客户端检修或工单涌流时，由省公司营销部进行审批，审批不通过则退回发起单位。1.3 Fine screening module. When the system client suddenly fails, the provincial customer service center will approve it; when the system client is overhauled or work orders flow, the marketing department of the provincial company will approve it. If the approval fails, it will be returned to the initiator.
1.4反馈模块。应急系统启用后，省客服中心进行确认，并向责任单位市公司进行反馈。客服代表对应急处理系统派发的工单，在“业务联系”中注明“应急系统派发”。责任部门在填写处理意见时，需根据实际情况更改“处理部门”及“派发人员”，填写故障报修的到达现场时间需符合规定时限要求。1.4 Feedback module. After the emergency system is activated, the provincial customer service center will confirm and give feedback to the responsible unit city company. For the work order dispatched by the emergency response system, the customer service representative shall indicate "dispatch by emergency system" in "Business Contact". When filling in the handling opinions, the responsible department needs to change the "handling department" and "dispatcher" according to the actual situation, and the time to arrive at the scene when filling in the fault report must meet the specified time limit requirements.
2.3 95598业务应急处理功能配置2.3 95598 business emergency handling function configuration
2.3.1自动处理部门配置2.3.1 Automatically handle department configuration
(1)在系统“自动派单处理部门配置”功能中，选择服务区域，检查本单位部门配置情况，确保与工单实际处理部门相对应。(1) In the system's "automatic dispatch order processing department configuration" function, select the service area, check the department configuration of the unit, and ensure that it corresponds to the actual processing department of the work order.
(2)选中服务区域、业务子类、派发部门名称等进行“新增”单位配置，其中服务区域是指工单的单位，派发部门为有权限处理此类工单环节的人员。该步骤为应急系统启动的关键。(2) Select the service area, business sub-category, dispatching department name, etc. to configure the "new" unit, where the service area refers to the unit of the work order, and the dispatching department is the person who has the authority to handle this type of work order. This step is the key to start the emergency system.
2.3.2“市(县)接单分理”和“部门处理”环节配置2.3.2 "City (County) Order Separation" and "Department Processing" link configuration
国网转派工单短信提示分为两种，一种是由“省(市)接单分理”下发到“市(县)接单分理”环节的短信提示(MS00025)，另外一种是由“市(县)接单分理”下发到“部门处理”环节的短信提示(MS00026)。There are two types of short message reminders for work orders transferred by the State Grid, one is the SMS reminder (MS00025) sent from the "province (city) order management" to the "city (county) order management" link, and the other is The first is the SMS reminder (MS00026) sent from the "city (county) order receiving and management" to the "department processing" link.
(1)通讯录功能维护。从“公共信息管理”功能模块中的通讯录功能模块维护好部门、姓名、手机号等相关信息。供电单位和部门必须与实际接单的供电单位和部门一致，否则将不会接收到正确的提示短信。(1) Address book function maintenance. Maintain relevant information such as departments, names, and mobile phone numbers from the address book function module in the "public information management" function module. The power supply unit and department must be the same as the power supply unit and department that actually received the order, otherwise the correct prompt message will not be received.
(2)“消息配置”功能模块，发送方式选“短信”，在处理“市(县)接单分理”环节的选择MS00025，“部门处理”环节的选择MS00026。(2) "Message configuration" function module, select "short message" as the sending method, select MS00025 in the link of processing "city (county) receiving and sorting" links, and select MS00026 in the link of "department processing".
(3)选择MS00025的“新增”功能，在查询条件输入手机号等相关条件进行查询，并通过“追加”功能维护相关信息。“追加”功能中的通讯录取自“公共信息管理”模块中。(3) Select the "Add" function of MS00025, enter the mobile phone number and other relevant conditions in the query condition to query, and maintain relevant information through the "Add" function. Communications in the "Append" function are taken from the "Public Information Management" module.
(4)如果未接收到短信，首先查看“消息配置”模块中MS00006和MS00009是否维护相关人员，若未维护则需按上述步骤配置；若已维护，应再检查供电单位和部门与实际接单的供电单位和部门是否一致。若不一致，需从“公共信息管理”中的通讯录重新维护；若一致，则在“短信服务”中查看有无生成短信和短信的发送情况。(4) If you do not receive a text message, first check whether MS00006 and MS00009 in the "Message Configuration" module maintain relevant personnel, if not, you need to configure according to the above steps; if it has been maintained, you should check the power supply unit and department and the actual order Whether the power supply unit and department are the same. If not, you need to re-maintain from the address book in "Public Information Management"; if they are consistent, check whether there is a generated SMS and the sending status of the SMS in "SMS Service".
2.4应急系统工单处理配置规则2.4 Emergency system work order processing configuration rules
配置规则1：“自动派发处理部门配置”中需要配置的“供电单位”只到市、县公司。此单位为国网工单中的供电单位，可以在待办工单中查看，而非工单中用户的单位或需下发的单位。Configuration rule 1: The "power supply units" that need to be configured in "Automatic distribution processing department configuration" only go to city and county companies. This unit is the power supply unit in the State Grid work order, which can be viewed in the pending work order, not the user's unit or the unit that needs to be issued in the work order.
配置规则2：工单自动派发的处理部门中必须是“有权限处理”的人员，即配置部门中的人员需要有“部门处理”环节的权限。Configuration rule 2: The processing department of the automatic dispatch of work orders must be "authorized to handle" personnel, that is, the personnel in the configuration department need to have the authorization of the "department processing" link.
配置规则3：自动派发的单位为在“自动派单处理部门配置”中进行了配置的单位，即已完成配置的单位才会启动应急系统，不配置则不会启动。Configuration rule 3: The units that are automatically dispatched are the units that have been configured in the "Automatic Dispatch Order Processing Department Configuration", that is, the units that have completed the configuration will activate the emergency system, and the units that do not configure will not start.
2处理模块2 processing modules
省远程工作站在95598业务支持系统中接受国网客服中心转派的工单，根据所属地市、所属区县及供电单位将工单分理至SG186营销业务应用系统各市、县远程站，定向启用各市、县远程站应急系统，对将要到达处理时限的工单进行自动接派发至处理部门，工单被人工锁定时强制解锁派发。The provincial remote workstation accepts the work orders assigned by the State Grid customer service center in the 95598 business support system, and sorts the work orders to the remote stations of the SG186 marketing business application system in cities and counties according to the cities, districts and counties and power supply units for targeted activation The emergency systems of remote stations in various cities and counties automatically receive and dispatch work orders that are about to reach the processing time limit to the processing department. When the work orders are manually locked, they are forced to be unlocked and dispatched.
2.1流程处理。根据95598客服系统工单处理流程设置及业务类型的不同，分析市、县远程站工单接派发、处理、审核等环节要素，对各业务类型页面进行解析，确定故障报修、投诉、举报、意见、建议、咨询、服务申请等处理意见的填写内容，实现工单模式化、差别化批处理操作。实时跟踪应急工单状态，保证应急功能得到及时有效的处理。2.1 Process processing. According to the work order processing process settings and business types of the 95598 customer service system, analyze the city and county remote station work order distribution, processing, review and other link elements, analyze the pages of each business type, and determine fault repairs, complaints, reports, and opinions , Suggestions, consultations, service applications and other processing opinions to fill in the content, to achieve the model of the work order, differentiated batch processing operations. Track the status of emergency work orders in real time to ensure that emergency functions are handled in a timely and effective manner.
2.2策略处理。根据检修或突发故障等应急服务事故原因，确定应急服务类型及市县公司应急服务申请、审核及审批流程，并对应急开始时间、结束时间、应急原因、申请人工号、单位、申请附件等信息进行整合；分析工单业务类型、流程时限，制定工单应急启动与处理策略，增加工单处理状态实时过滤技术；结合各市县公司工单量历史数据，建立工单涌流阀值和监控策略，实现系统自动开启与人工开启相结合的应急服务技术，为服务信息的调度及响应提供支撑。2.2 Policy Processing. According to the causes of emergency service accidents such as maintenance or sudden failure, determine the type of emergency service and the emergency service application, review and approval process of city and county companies, and analyze the emergency start time, end time, emergency cause, applicant number, unit, application attachments, etc. Integrate information; analyze the business type and process time limit of work orders, formulate emergency start-up and processing strategies for work orders, and add real-time filtering technology for work order processing status; combine the historical data of work order volumes of companies in various cities and counties to establish work order flow thresholds and monitoring strategies , to realize the emergency service technology that combines the automatic opening of the system with the manual opening, and provides support for the dispatch and response of service information.
2.3数据处理。根据单位、应急类型、应急原因等生成应急情况报表，统计任意时间段内各单位应急功能的使用频次、时长等数据，分析各单位应急功能使用情况，为公司提供应急决策信息。2.3 Data processing. According to the unit, emergency type, emergency cause, etc., the emergency situation report is generated, and the emergency function usage frequency and duration of each unit in any time period are counted, and the emergency function usage of each unit is analyzed to provide emergency decision-making information for the company.
2.4传递处理。对工单在不同部门间流转的关键环节，配置短信触发功能，实时传输工单状态信息，实现系统应急处理的工单信息及时传递给现场处理人员。2.4 Pass processing. For the key link of the work order transfer between different departments, configure the SMS trigger function to transmit the work order status information in real time, so as to realize the timely transmission of the work order information for the system's emergency handling to the on-site processing personnel.
2.5效果处理。根据应急服务类型及原因，确定应急服务启动申请审批流程，保证应急服务启动的正确率；统计分析应急系统自动识别及接派发工单处理情况，以对异常情况进行修正。2.5 Effect processing. According to the type and reason of emergency service, determine the application approval process for emergency service start to ensure the correct rate of emergency service start; statistically analyze the automatic identification of the emergency system and the handling of work orders received and dispatched, so as to correct the abnormal situation.
3.配置模块3. Configuration module
3.1部门配置。包括服务区域、业务子类、派发部门名称，通过配置参数，实现各业务类型工单根据配置规则自动下发至相应处理部门。3.1 Department Configuration. Including the service area, business sub-category, and the name of the dispatching department. Through configuration parameters, the work orders of each business type are automatically sent to the corresponding processing department according to the configuration rules.
3.2信息配置。包括通讯录维护、信息触发规则，对应急系统处理的工单信息第一时间向工作人员发送短信，主要内容包括业务类型、工单接派发时间、到达业务处理部门时间等。3.2 Information configuration. Including address book maintenance, information triggering rules, sending short messages to the staff as soon as possible for work order information processed by the emergency system, the main content includes business type, work order receiving and dispatch time, arrival time at the business processing department, etc.
应急系统启动流程规范，信息传递及时、高效。通过配置短信设置及自动触发功能，对系统启动时间、工单处理环节、超期提醒时限等关键信息即时传递至有权限处理的人员，保证了信息传递的针对性，缩短了响应时间，提升了服务效率。The start-up process of the emergency system is standardized, and the information transmission is timely and efficient. By configuring SMS settings and automatic triggering functions, key information such as system startup time, work order processing links, and overdue reminder time limits are transmitted to authorized personnel in real time, ensuring the pertinence of information transmission, shortening response time, and improving services. efficiency.
工单应急处理系统实现了全省市县远程接单分理环节的自动接派发，是95598全省互联互通应急技术的关键。通过应急服务响应策略、工单涌流阀值及预警监控设置，实现了对95598业务工单分类型、分环节、分程度进行选择性处理，确保了人工与系统间资源的科学分配，解决了市县远程站工作制方面存在的不足。The work order emergency processing system realizes the automatic receiving and dispatching of remote order receiving and sorting links in cities and counties across the province, which is the key to the interconnected emergency technology of 95598 provinces. Through the emergency service response strategy, work order influx threshold and early warning monitoring settings, the selective processing of 95598 business work orders by type, link, and degree is realized, which ensures the scientific allocation of resources between labor and the system, and solves the problem of market There are deficiencies in the county's remote station work system.
准确分析应急处置能力与响应速度。应急处理系统对应急启动的频次、环节、时段等关键数据进行全面记录，并以分析型报表的形式进行展现，自动生成“一键报表”格式，能够分析各远程站的工作效率、人员饱和度及风险预控能力，为公司及职能部门决策提供了数据支撑。Accurately analyze emergency response capabilities and response speed. The emergency response system comprehensively records key data such as the frequency, link, and time period of emergency start-up, and displays them in the form of analytical reports, and automatically generates a "one-click report" format, which can analyze the work efficiency and personnel saturation of each remote station And risk pre-control capabilities, providing data support for the decision-making of the company and functional departments.
95598全省互联互通应急技术立足于全省大服务机制创建与实践，在深入分析SG186营销系统95598业务各流程环节数据的基础上，合理配置应急服务策略、信息传递触发机制，实现了95598系统应急服务功能，解决基层单位在系统客户端故障、工单涌流等情况下工单无法正常流转的问题，对全省优质服务指标提升提供了技术支撑。同时，全省互联互通应急系统数据分析功能，能够直观展现供电服务中存在的深层次薄弱环节，为进一步降本增效、优化资源配置提供数据支撑。The 95598 province-wide interconnected emergency technology is based on the establishment and practice of the province's large service mechanism. On the basis of in-depth analysis of the data of each process link of the 95598 business in the SG186 marketing system, the emergency service strategy and information transmission trigger mechanism are reasonably configured to realize the 95598 system emergency response. The service function solves the problem that work orders cannot be transferred normally in the case of system client failures and influx of work orders at the grassroots units, and provides technical support for the improvement of the province's high-quality service indicators. At the same time, the data analysis function of the province's interconnected emergency system can intuitively display the deep-seated weak links in the power supply service, and provide data support for further reducing costs, increasing efficiency, and optimizing resource allocation.
上述虽然结合附图对本发明的具体实施方式进行了描述，但并非对本发明保护范围的限制，所属领域技术人员应该明白，在本发明的技术方案的基础上，本领域技术人员不需要付出创造性劳动即可做出的各种修改或变形仍在本发明的保护范围以内。Although the specific implementation of the present invention has been described above in conjunction with the accompanying drawings, it does not limit the protection scope of the present invention. Those skilled in the art should understand that on the basis of the technical solution of the present invention, those skilled in the art do not need to pay creative work Various modifications or variations that can be made are still within the protection scope of the present invention.
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201611093247.8ACN106779356A (en) | 2016-11-30 | 2016-11-30 | A kind of electric power customer service work order emergent treatment system and method |
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201611093247.8ACN106779356A (en) | 2016-11-30 | 2016-11-30 | A kind of electric power customer service work order emergent treatment system and method |
| Publication Number | Publication Date |
|---|---|
| CN106779356Atrue CN106779356A (en) | 2017-05-31 |
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201611093247.8APendingCN106779356A (en) | 2016-11-30 | 2016-11-30 | A kind of electric power customer service work order emergent treatment system and method |
| Country | Link |
|---|---|
| CN (1) | CN106779356A (en) |
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107862485A (en)* | 2017-12-08 | 2018-03-30 | 上海石卒智能科技有限公司 | A kind of comprehensive management platform of disintegrating apparatus |
| CN107945049A (en)* | 2017-11-27 | 2018-04-20 | 重庆川仪自动化股份有限公司 | A kind of wisdom water utilities emergency response method and system based on technology of Internet of things |
| CN108090691A (en)* | 2017-12-30 | 2018-05-29 | 中国移动通信集团江苏有限公司 | Emergent distribute leaflets method, apparatus, equipment and medium under telecommunication system |
| CN109190780A (en)* | 2018-11-13 | 2019-01-11 | 国家电网公司 | A kind of control method of electric system service calls system detection |
| CN109712036A (en)* | 2019-01-21 | 2019-05-03 | 嘉兴恒创电力集团有限公司华创信息科技分公司 | A kind of troublshooting management method, system and relevant apparatus |
| CN110223088A (en)* | 2019-06-12 | 2019-09-10 | 腾讯科技（深圳）有限公司 | A kind of method and device that method, the information of information distribution generate |
| CN111784145A (en)* | 2020-06-24 | 2020-10-16 | 广东电网有限责任公司东莞供电局 | Service scheduling method, apparatus, device and storage medium |
| CN111915196A (en)* | 2020-08-07 | 2020-11-10 | 深圳供电局有限公司 | Information scheduling management system for maintenance |
| CN112364145A (en)* | 2020-11-27 | 2021-02-12 | 杭州康晟健康管理咨询有限公司 | Work order processing method and device, electronic equipment and storage medium |
| CN114254008A (en)* | 2022-03-01 | 2022-03-29 | 广东电网有限责任公司惠州供电局 | Information generation method and device and electronic equipment |
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20020019757A1 (en)* | 2000-01-31 | 2002-02-14 | Peter Dodt | Online work order processing for the print industry |
| CN101202676A (en)* | 2007-09-28 | 2008-06-18 | 中国移动通信集团福建有限公司 | Wireless fault management system device |
| CN104182821A (en)* | 2014-08-01 | 2014-12-03 | 国家电网公司 | Automatic distributing system and method of work order |
| CN105260841A (en)* | 2015-10-16 | 2016-01-20 | 国网甘肃省电力公司天水供电公司 | Auditing system for power distribution network fault emergency repair receipt |
| CN105354762A (en)* | 2015-11-11 | 2016-02-24 | 国网山东省电力公司电力科学研究院 | Work order identification and distribution system and method of electricity customer service business |
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20020019757A1 (en)* | 2000-01-31 | 2002-02-14 | Peter Dodt | Online work order processing for the print industry |
| CN101202676A (en)* | 2007-09-28 | 2008-06-18 | 中国移动通信集团福建有限公司 | Wireless fault management system device |
| CN104182821A (en)* | 2014-08-01 | 2014-12-03 | 国家电网公司 | Automatic distributing system and method of work order |
| CN105260841A (en)* | 2015-10-16 | 2016-01-20 | 国网甘肃省电力公司天水供电公司 | Auditing system for power distribution network fault emergency repair receipt |
| CN105354762A (en)* | 2015-11-11 | 2016-02-24 | 国网山东省电力公司电力科学研究院 | Work order identification and distribution system and method of electricity customer service business |
| Title |
|---|
| 李文芳: ""电力服务热线工单处理系统研究"", 《山东电力技术》* |
| 鄢重: ""95598业务标准化应急处理"", 《大众用电》* |
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107945049A (en)* | 2017-11-27 | 2018-04-20 | 重庆川仪自动化股份有限公司 | A kind of wisdom water utilities emergency response method and system based on technology of Internet of things |
| CN107862485A (en)* | 2017-12-08 | 2018-03-30 | 上海石卒智能科技有限公司 | A kind of comprehensive management platform of disintegrating apparatus |
| CN108090691A (en)* | 2017-12-30 | 2018-05-29 | 中国移动通信集团江苏有限公司 | Emergent distribute leaflets method, apparatus, equipment and medium under telecommunication system |
| CN109190780A (en)* | 2018-11-13 | 2019-01-11 | 国家电网公司 | A kind of control method of electric system service calls system detection |
| CN109712036A (en)* | 2019-01-21 | 2019-05-03 | 嘉兴恒创电力集团有限公司华创信息科技分公司 | A kind of troublshooting management method, system and relevant apparatus |
| CN110223088A (en)* | 2019-06-12 | 2019-09-10 | 腾讯科技（深圳）有限公司 | A kind of method and device that method, the information of information distribution generate |
| CN111784145A (en)* | 2020-06-24 | 2020-10-16 | 广东电网有限责任公司东莞供电局 | Service scheduling method, apparatus, device and storage medium |
| CN111915196A (en)* | 2020-08-07 | 2020-11-10 | 深圳供电局有限公司 | Information scheduling management system for maintenance |
| CN112364145A (en)* | 2020-11-27 | 2021-02-12 | 杭州康晟健康管理咨询有限公司 | Work order processing method and device, electronic equipment and storage medium |
| CN114254008A (en)* | 2022-03-01 | 2022-03-29 | 广东电网有限责任公司惠州供电局 | Information generation method and device and electronic equipment |
| Publication | Publication Date | Title |
|---|---|---|
| CN106779356A (en) | A kind of electric power customer service work order emergent treatment system and method | |
| CN104182821B (en) | Work order distributes system and method automatically | |
| CN110782370B (en) | A comprehensive operation and maintenance management platform for power dispatching data network | |
| CN106815709B (en) | A service rapid response center support system and method | |
| CN110505102B (en) | Power information communication fusion monitoring and service standardization management platform system and method | |
| CN107909238A (en) | A kind of city collaboration processing and interlinked command system and command hall | |
| CN105871605A (en) | An operation and maintenance monitoring platform based on power marketing big data | |
| CN108256722A (en) | A kind of communicating for power information worksheet processing handheld terminal | |
| CN106203830A (en) | Promote Distribution Network Failure response and the electric service system of repairing ability | |
| CN105427040A (en) | Convenient electric power repair service method and system | |
| CN102195813A (en) | Method and device for intelligently creating operation and maintenance worksheet | |
| CN103065228B (en) | Power failure monitoring, evaluating and early warning method and equipment | |
| CN110378595A (en) | Electric power customer service work order emergent treatment system and method | |
| CN105447654A (en) | Intelligent work order dispatch realization method and device | |
| CN101257694A (en) | Intelligent dispatching method of mobile communication network management based on information support system | |
| CN108267670B (en) | Distribution network fault study and judgment early warning system and implementation method thereof | |
| CN102447577A (en) | Alarming treatment method of communication network for client orientation | |
| CN112561284A (en) | Urban rail transit emergency command system and method | |
| CN115630945A (en) | A Low Pressure Situational Awareness Command System | |
| CN115313662A (en) | Power distribution automation intelligent inspection auxiliary tool | |
| CN109034709A (en) | A kind of trade waste materials stream informationization management system | |
| CN104333131A (en) | Method for establishing prefecture and county power grid regulation data integration | |
| CN201371834Y (en) | Railway transportation multi-functional alarm display | |
| CN104320552B (en) | The emergent traffic route filtering method of IVR intelligence systems based on 95598 big traffics | |
| CN103489073A (en) | Enterprise safe production monitoring information system |
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| RJ01 | Rejection of invention patent application after publication | Application publication date:20170531 | |
| RJ01 | Rejection of invention patent application after publication |