Management application and service data integration of the electricity supply business hall

闫晓天; 张颖; 黄云谨; 吴春迎

doi:10.3969/j.issn.1009-1831.2017.01.013

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Management application and service data integration of the electricity supply business hall

更新时间：2026-03-05

- Management application and service data integration of the electricity supply business hall
- Vol. 19, Issue 1, (2017)
- 作者机构：
  
  1. 福建省电力有限公司,福州,350003
  2. 国网厦门供电公司,福建,厦门,361004
  3. 国网福建省电力有限公司电力科学研究院客户服务中心,福建,厦门,361015
- 作者简介：
- 基金信息：
- DOI：10.3969/j.issn.1009-1831.2017.01.013
  CLC：
- Published：2017
- 稿件说明：
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闫晓天, 张颖, 黄云谨, et al. Management application and service data integration of the electricity supply business hall[J]. 2017, 19(1).
DOI：

闫晓天, 张颖, 黄云谨, et al. Management application and service data integration of the electricity supply business hall[J]. 2017, 19(1). DOI： 10.3969/j.issn.1009-1831.2017.01.013.

摘要

建省电力公司开展供电营业厅服务数据整合及管理应用创新，搭建供电营业厅智能服务接入平台。平台搭载4个主要模块:营业厅渠道运营管理，客户代表个人工作台，服务设备接入，与其他渠道交互，充分采集、整合业务处理、服务轨迹、网点、人员、设备等服务数据，并据此开展数据监控、数据分析和管理应用。该项目在供电营业厅应用后，在提高客户代表工作效率的同时，实现了营业厅服务痕迹可追溯、服务能力可衡量、服务质量可管控、服务诊断有依据，提升了客户服务质量和效率。

Abstract

Fujian Electric Power Company

by overcoming the above defects

implemented the service data integration and management application innovation service practice

and set up an intelligent service access platform for the electricity service halls.The developed platform was equipped with four modules (service hall channel operation management

customer agent personal workbench

service equipment access

as well as the other channel interactions)

fully collecting and integrating service processing

service trace

network

personnel training

equipment and other service data

and carrying out data monitoring

analysis and management applications.By the application of the developed platform

not only the efficiency of customer service has been improved

but also service traces can be traced back

service capacity can be measured

service quality can be controlled

service diagnosis can be datalization

making management more convenient and more efficient.

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