CN102496092A - Problem processing system used for electrical network - Google Patents
Problem processing system used for electrical network Download PDFInfo
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- CN102496092A CN102496092A CN2011104442553A CN201110444255A CN102496092A CN 102496092 A CN102496092 A CN 102496092A CN 2011104442553 A CN2011104442553 A CN 2011104442553A CN 201110444255 A CN201110444255 A CN 201110444255A CN 102496092 A CN102496092 A CN 102496092A
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- 230000004888 barrier function Effects 0.000 claims description 11
- 238000012423 maintenance Methods 0.000 claims description 9
- 238000012550 audit Methods 0.000 claims description 3
- 238000000034 method Methods 0.000 abstract description 7
- 238000012544 monitoring process Methods 0.000 abstract description 3
- 230000000875 corresponding effect Effects 0.000 description 4
- 230000002596 correlated effect Effects 0.000 description 1
- 230000005611 electricity Effects 0.000 description 1
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- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y04—INFORMATION OR COMMUNICATION TECHNOLOGIES HAVING AN IMPACT ON OTHER TECHNOLOGY AREAS
- Y04S—SYSTEMS INTEGRATING TECHNOLOGIES RELATED TO POWER NETWORK OPERATION, COMMUNICATION OR INFORMATION TECHNOLOGIES FOR IMPROVING THE ELECTRICAL POWER GENERATION, TRANSMISSION, DISTRIBUTION, MANAGEMENT OR USAGE, i.e. SMART GRIDS
- Y04S10/00—Systems supporting electrical power generation, transmission or distribution
- Y04S10/50—Systems or methods supporting the power network operation or management, involving a certain degree of interaction with the load-side end user applications
Abstract
The invention provides a problem processing system used for an electrical network. The system comprises a database, a problem accepting unit, a task distribution unit, a solution feedback unit, a solution rate statistical unit and a client satisfaction statistical unit. Through division and cooperation of the problem accepting unit, the task distribution unit, the solution feedback unit, the solution rate statistical unit and the client satisfaction statistical unit, whole process monitoring is carried out from accepting a problem to processing and feeding back the problem, a problem distribution processing process is effectively completed, satisfaction of a client is raised substantially, a reminding cost advice note is sent timely when the client does not pay fees, meter reading data is more accurate, and an error is avoided.
Description
Technical field
The present invention relates to a kind of network operation system.
Background technology
In the electrical network routine work, often run into the client and submit the various problems of reporting for repairment to, need maintenance department to deal with, because the daily operation work of electrical network at present all is to rely on artificial treatment; Carry out manual register from receiving problem, with the problem classification, be distributed to relevant departments again; Relevant departments assign staff and handle, and remarks are carried out in handling problem, feed back to the department of accepting; Whole process all is to write down monitoring by the staff, causes intermediate link often to occur handling untimely, can't feed back and handle problems such as record; Make the consumer think that network operation department work efficiency is low, the reaction problem can not get effective solution, and satisfaction is extremely low.
Summary of the invention
The object of the invention just provides a kind of problem processing system that is used for electrical network, and it effectively accomplishes the electrical network routine work, significantly improves CSAT.
The objective of the invention is to realize that through such technical scheme it includes database, problem handling unit, task allocation unit, solution feedback unit, fix-rate statistics unit and CSAT statistic unit,
The problem handling unit is used for the receiving record client and reports barrier information, and newspaper barrier information includes customer name, contact address, telephone number and failure problems information, and information recorded is stored in the database;
Task allocation unit according to the newspaper barrier information that stores in the database, is given corresponding maintenance department with the fault Task Distribution;
Solve feedback unit, after corresponding maintenance department accomplishes the fault task, through solving feedback unit fault task completion information, finishing time information and remark information are deposited in the database, and let the client fill in service satisfaction;
The fix-rate statistics unit according to solving the feedback unit feedack, carries out counting statistics to fix-rate;
The CSAT statistic unit according to solving the service satisfaction that the client fills in, is added up and record, and the task at the bottom of the satisfaction is listed separately, carries out accountability.
Further, said system also includes the charge for call notice and provides the unit, and the charge for call notice is provided the unit and from database, called the data of paying the fees, and sends the charge for call notice from the unpaid expense of trend family.
Further, said system also includes the unit of checking meter, and the staff back of checking meter deposits data in the database in through the unit of checking meter, in the institute data of copying and the database before data compare, the unsteady excessive prompting of then sending, the staff checks meter reading data again.
Further, said system also includes the corrigendum unit, and the data that have mistake in the database are corrected and stored.
Further, said corrigendum unit through the login of ID log-in unit with authority audit then data are made amendment.
Owing to adopted technique scheme, the present invention to have following advantage:
The present invention shares out the work and help one another through problem handling unit, task allocation unit, solution feedback unit, fix-rate statistics unit and CSAT statistic unit; To handling feedback problem, complete monitoring has effectively been accomplished problem allocation process process from the problem of accepting; Significantly improve client's satisfaction; The unpaid time-consuming charge for call advice note that in time sends of client, meter reading data is more accurate, avoids makeing mistakes.
Other advantages of the present invention, target and characteristic will be set forth in instructions subsequently to a certain extent; And to a certain extent; Based on being conspicuous to those skilled in the art, perhaps can from practice of the present invention, obtain instruction to investigating of hereinafter.Target of the present invention and other advantages can realize and obtain through following instructions and claims.
Description of drawings
Description of drawings of the present invention is following.
Fig. 1 is a structural representation of the present invention.
Embodiment
Below in conjunction with accompanying drawing and embodiment the present invention is described further.
The problem processing system that is used for electrical network, it includes database, problem handling unit, task allocation unit, solution feedback unit, fix-rate statistics unit and CSAT statistic unit,
The problem handling unit is used for the receiving record client and reports barrier information, and newspaper barrier information includes customer name, contact address, telephone number and failure problems information, and information recorded is stored in the database;
Task allocation unit according to the newspaper barrier information that stores in the database, is given corresponding maintenance department with the fault Task Distribution;
Solve feedback unit, after corresponding maintenance department accomplishes the fault task, through solving feedback unit fault task completion information, finishing time information and remark information are deposited in the database, and let the client fill in service satisfaction;
The fix-rate statistics unit according to solving the feedback unit feedack, carries out counting statistics to fix-rate;
The CSAT statistic unit according to solving the service satisfaction that the client fills in, is added up and record, and the task at the bottom of the satisfaction is listed separately, carries out accountability.
Window-unit as the electric power operation need contact with the client, when the customer response failure message often; Through the problem handling unit, in database, the internal schedule department of Utilities Electric Co. will be correlated with and report barrier Task Distribution to associated maintenance department to handle with relevant information records; Associated maintenance department receives after the newspaper barrier task that the personnel of assigning the job handle in official hour; And the task performance is fed back to database through solving feedback unit, realize responsibility system, according to the statistics of fix-rate statistics unit and CSAT statistic unit; Effectively carry out internal control, significantly improved client's satisfaction.
Said system also includes the charge for call notice and provides the unit, and the charge for call notice is provided the unit and from database, called the data of paying the fees, and sends the charge for call notice from the unpaid expense of trend family.Client's payment of fees situation is added up in database, regularly broadcast the charge for call notice for unpaid client.
Said system also includes the unit of checking meter, and the staff back of checking meter deposits data in the database in through the unit of checking meter, in the institute data of copying and the database before data compare, the unsteady excessive prompting of then sending, the staff checks meter reading data again.Meter reading data is deposited in the database and compares; Can effectively monitor the correctness of meter reading data; In general significantly changing can not appear in residential electricity consumption, if close bimestrial power consumption has big difference, the personnel that then arrange work check meter again; Avoid checking meter and make mistakes, can also effectively monitor out illegal phenomenons such as power stealing.
Said system also includes the corrigendum unit, and the data that have mistake in the database are corrected and stored.When the information that needs corrigendum is arranged in the database,
Make amendment to data through login of ID log-in unit and authority audit back in said corrigendum unit, authority is not then revised in login.
Explanation is at last; Above embodiment is only unrestricted in order to technical scheme of the present invention to be described; Although with reference to preferred embodiment the present invention is specified, those of ordinary skill in the art should be appreciated that and can make amendment or be equal to replacement technical scheme of the present invention; And not breaking away from the aim and the scope of present technique scheme, it all should be encompassed in the middle of the claim scope of the present invention.
Claims (5)
1. be used for the problem processing system of electrical network, it is characterized in that: it includes database, problem handling unit, task allocation unit, solution feedback unit, fix-rate statistics unit and CSAT statistic unit,
The problem handling unit is used for the receiving record client and reports barrier information, and newspaper barrier information includes customer name, contact address, telephone number and failure problems information, and information recorded is stored in the database;
Task allocation unit according to the newspaper barrier information that stores in the database, is given corresponding maintenance department with the fault Task Distribution;
Solve feedback unit, after corresponding maintenance department accomplishes the fault task, through solving feedback unit fault task completion information, finishing time information and remark information are deposited in the database, and let the client fill in service satisfaction;
The fix-rate statistics unit according to solving the feedback unit feedack, carries out counting statistics to fix-rate;
The CSAT statistic unit according to solving the service satisfaction that the client fills in, is added up and record, and the task at the bottom of the satisfaction is listed separately, carries out accountability.
2. the problem processing system that is used for electrical network as claimed in claim 1; It is characterized in that: said system also includes the charge for call notice and provides the unit; The charge for call notice is provided the unit and from database, is called the data of paying the fees, and sends the charge for call notice from the unpaid expense of trend family.
3. the problem processing system that is used for electrical network as claimed in claim 1; It is characterized in that: said system also includes the unit of checking meter; After checking meter, the staff data are deposited in the database through the unit of checking meter; Data are compared before in the institute data of copying and the database, the unsteady excessive prompting of then sending, and the staff checks meter reading data again.
4. the problem processing system that is used for electrical network as claimed in claim 3 is characterized in that: said system also includes the corrigendum unit, and the data that have mistake in the database are corrected and stored.
5. the problem processing system that is used for electrical network as claimed in claim 4 is characterized in that: make amendment to data through login of ID log-in unit and authority audit back in said corrigendum unit.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2011104442553A CN102496092A (en) | 2011-12-27 | 2011-12-27 | Problem processing system used for electrical network |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2011104442553A CN102496092A (en) | 2011-12-27 | 2011-12-27 | Problem processing system used for electrical network |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN102496092A true CN102496092A (en) | 2012-06-13 |
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| Application Number | Title | Priority Date | Filing Date |
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| CN2011104442553A Pending CN102496092A (en) | 2011-12-27 | 2011-12-27 | Problem processing system used for electrical network |
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| CN (1) | CN102496092A (en) |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106651680A (en) * | 2016-12-23 | 2017-05-10 | 广西中金大通资产管理有限公司 | House renting intelligent management system |
| CN109145006A (en) * | 2018-09-21 | 2019-01-04 | 深圳蜜獾智抄科技有限公司 | A kind of collection copies data analysis management system |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN2445303Y (en) * | 2000-10-13 | 2001-08-29 | 黄中阳 | Data treatment device for user energy source meter |
| CN1842811A (en) * | 2003-08-29 | 2006-10-04 | 西门子医疗健康服务公司 | Customer service support system |
| CN101005540A (en) * | 2006-01-19 | 2007-07-25 | 北京讯鸟软件有限公司 | Method for realizing sitting service level evaluation of calling center service |
| CN102137155A (en) * | 2011-02-25 | 2011-07-27 | 浪潮通信信息系统有限公司 | Method for handling communication network quality complaints based on customer perception |
-
2011
- 2011-12-27 CN CN2011104442553A patent/CN102496092A/en active Pending
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN2445303Y (en) * | 2000-10-13 | 2001-08-29 | 黄中阳 | Data treatment device for user energy source meter |
| CN1842811A (en) * | 2003-08-29 | 2006-10-04 | 西门子医疗健康服务公司 | Customer service support system |
| CN101005540A (en) * | 2006-01-19 | 2007-07-25 | 北京讯鸟软件有限公司 | Method for realizing sitting service level evaluation of calling center service |
| CN102137155A (en) * | 2011-02-25 | 2011-07-27 | 浪潮通信信息系统有限公司 | Method for handling communication network quality complaints based on customer perception |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106651680A (en) * | 2016-12-23 | 2017-05-10 | 广西中金大通资产管理有限公司 | House renting intelligent management system |
| CN109145006A (en) * | 2018-09-21 | 2019-01-04 | 深圳蜜獾智抄科技有限公司 | A kind of collection copies data analysis management system |
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Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| ASS | Succession or assignment of patent right |
Owner name: STATE GRID CORPORATION OF CHINA Effective date: 20121211 |
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| C41 | Transfer of patent application or patent right or utility model | ||
| TA01 | Transfer of patent application right |
Effective date of registration: 20121211 Address after: Shuanglong road 401420 Chongqing city Qijiang County Gunan town No. 51 Applicant after: Qinan Power Supply Bureau of Chongqing Power Co. Applicant after: State Grid Corporation of China Address before: Shuanglong road 401420 Chongqing city Qijiang County Gunan town No. 51 Applicant before: Qinan Power Supply Bureau of Chongqing Power Co. |
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| C12 | Rejection of a patent application after its publication | ||
| RJ01 | Rejection of invention patent application after publication |
Application publication date: 20120613 |