CN105976133A - System architecture for online-offline service platform - Google Patents
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Abstract
The invention discloses a system architecture for an online-offline service platform A user submits a service request and electronic data for handing the service through an application platform; an offline operation service center uniformly accepts, performs data exchange with a marketing business system data of an intranet, reviews the electronic data through a review scheduling module, and indicates a service handling module or an attribution business outlet to perform service process processing; tracking and maintenance are performed on key nodes through a service tracking module and a feedback on the progress condition is returned to the user; the service tracking module also transmits an original copy of sending data to the operation service center to perform checking notification or transmits carrying data to a checking operation business outlet to perform checking and notification. The system architecture for the online-offline service platform combines an online service handing mode and an offline service handling mode, optimizes user business handling processes and reduces an internal business checking link.
Description
Technical field
The present invention relates to be applicable to the equipment in power marketing field, particularly to the system architecture of a kind of on-line off-line service platform.
Background technology
In China's power economy evolution, power marketing work is faced with the continuous change of Electricity Market Operation and Electricity customers demand always, the development of power marketing work is also faced with many opportunities and challenges, and marketing work needs to adapt to change and the power marketing business transformation of society's overall situation.Therefore, need a kind of method on-line off-line for the business handling means of services combined badly, utilize the development of the Internet especially mobile Internet, allow the electricity consumption user of (Online) on line can enjoy (Offline) power marketing service under the line all can enjoyed in business hall, site, provide the user by all kinds of means, the business handling of many means, the marketing service such as information consultation.
Summary of the invention
The present invention provides the system architecture of a kind of on-line off-line service platform, it is achieved the on-line off-line means of services of business handling combine, and optimizes customer service and handles flow process, reduces interior business examination & verification link.
In order to achieve the above object, the technical scheme is that the system architecture providing a kind of on-line off-line service platform, comprise: the application platform of line upper end, user submits the electronic bits of data needed for service request and transacting business to by application platform；And, the business service centre of line lower end, it is arranged independent of outlet, accepts for the service request unification submitted on line, and carries out supporting by the marketing managing eBusiness platform arranged；
Described marketing managing eBusiness platform comprises examination & verification scheduler module, business handling module and Service tracing module further；Wherein, whether the described examination & verification scheduler module electronic bits of data to receiving meets business need and audits；For electronic bits of data examination & verification by and without auditing the service request of original data, examination & verification scheduler module instruction business handling module enter operation flow process；For electronic bits of data examination & verification by and original data audit the service request passed through, examination & verification scheduler module according to corresponding type of service, instruction Service Processing Module enter operation flow process, or instruction possession outlet enter the process of operation flow；
Key node in operation flow is tracked and safeguards by described Service tracing module, and the progress situation of business handling is sent the application platform to user；For electronic bits of data examination & verification by and original data need examination & verification service request, by Service tracing module according to corresponding type of service, send to the application platform of user and send the notice that original data carries out to business service centre veritifying, or the notice that original data carries out to examination & verification outlet veritifying is carried in transmission；
For realizing supporting, the business datum that described marketing managing eBusiness platform accesses in data base, realize data interaction by the sales service system of data interaction layer Yu Intranet；Described sales service system deposits files on each of customers and corresponding electronic bits of data by arranging electronic archive system, and by arranging Electric Power Marketing System, make the described Service Processing Module of this Electric Power Marketing System of access or the system of possession outlet carry out handling of operation flow.
Preferably, by described data interaction layer so that the data base of accessing external network, connect via outer net fire wall, safety insulating device, Intranet fire wall, carry out data interaction with the sales service system accessing Intranet；Described sales service system comprises the electricity consumption acquisition system gathering metering user power information further.
Preferably, described Service tracing module accesses Third-Party Logistics Platform, obtains user and sends original data and be given to the service centre that does business, and/or business service centre sends documents and posts part addressee information to user；Carry out described business handling module or the system of possession outlet that operation flow is handled, by accessing Third-party payment platform, obtain user and moved back the information of expense by Third-party payment platform paying or acquisition.
Preferably, it is mutual that the Service tracing module of described business service centre and described Service Processing Module or the system of possession outlet or Electric Power Marketing System carry out information, obtains the progress situation of business handling；Described business service centre is further provided with operational analysis module, is analyzed business datum, Planning procedure progress, the statistical report form of situation.
Preferably, the examination & verification scheduler module of described business service centre, whether the form content of the electronic bits of data that automatic discrimination is received and/or flesh and blood meet business need；Or, the electronic bits of data that described examination & verification scheduler module will be received, the operating side of the backstage personnel being transmitted to business service centre carries out the artificial examination & approval of form content and/or flesh and blood；
Described examination & verification scheduler module also sends instruction to the operating side of the approving person that business service centre or examination & verification outlet are assigned, it is desirable to original data is veritified by approving person；Reply, to examination & verification scheduler module, the result that original data is veritified by the operating side of approving person.
Preferably, user is by sending reserve requests on application platform line, business service centre determines subscription time feedback user with the examination & verification outlet preengage after receiving reserve requests, and user goes to examination & verification outlet to carry out the veritification of original data according to subscription time.
Preferably, carrying out, for business, the request seeked advice from by what application platform sent according to user, described business service centre meets to its feedback that type of service is standardized informs list；
User selects informing of corresponding service singly to start the request of the application to this business by application platform, and according to informing that single classifying content submits electronic bits of data to；
The key business field that the electronic bits of data of shooting or scanning is submitted in the service centre that does business, and service request or electronic bits of data by user by application platform is carried out manual typing confirmation by user by application platform.
Preferably, described business service centre is by configuring intelligent robot and setting up professional knowledge storehouse, and by intelligent robot based on professional knowledge storehouse, the counsel requests sent user or outsourcing service provider or outlet service personal by application platform is replied；
Or, business expert is mutual with expert's contact module of described business service centre by operating side, receives user or outsourcing service provider or counsel requests that outlet service personal is sent replying by application platform.
Preferably, user is by any one in ecommerce, wechat, APP these three application platform, and to carry out information mutual with business service centre；
User, by wherein any one application platform register account number and after binding family number, opens the register account number at corresponding same family number under two other application platform automatically；
User passes through the service request that wherein any one application platform is submitted to, it is possible to inquire about the progress situation of business handling in two other application platform with the register account number at corresponding same family number.
Preferably, user submits system of real name material to by application platform, and through described business service centre, examination & verification becomes system of real name user；System of real name user has the main account of transmission business application authority, and is provided with zero or one or multiple the sub-accounts with business progress search access right；As the enterprise customer of system of real name user, it is provided with first account with enterprise's material submission mandate power of examination and approval, and there is the second account that business application material is submitted to and handled authority.
The system architecture of on-line off-line service platform of the present invention, has the advantage that
The business service centre of the present invention, independent of numerous outlets, concentrates and is located at our department of Utilities Electric Co.；This business service centre accepts business by centralized management, unification, for trans-regional, the scheduling of inter-network point uniform service, follows the tracks of, it is achieved service and support under line, optimizes customer service and handle flow process, reduces interior business and audit link.
The present invention, by building application platform on the lines such as the ecommerce of power marketing, wechat, APP, deepens constantly online service content, expands online service channel, abundant online service means, progressively receives expansion audient electricity consumption user.
The present invention is by business service centre and the structure of application platform on line, formed on line to service request under line, the OTO service mode under line, online service supported, by business, service centre breaks the restriction of compartmentalization marketing service under line, realize seamless trans-regional, inter-network point service and follow the tracks of, by progressively changing to online service, Self-Service servicing under business hall, the guiding of site user and popularization, line under line, the business hall that progressively makes the transition, outlet's service function.
The OTO service mode of the present invention is set up, and facilitates user to pass through application platform on line and obtains reservation, service apprized, business applying for electronic version submission, information issue etc. and contain the comprehensive marketing service of sales service, service；OTO service mode provides the marketing services such as subscription services, service apprized, service handling, Service tracing, electricity consumption consulting, demand suggestion, even after business tends to maturation, carry out the on-line off-line integration new business promoted based on intelligent power, energy-conserving product, guide, order.
Accompanying drawing explanation
Fig. 1 is the structural representation of on-line off-line service platform of the present invention；
Fig. 2 is the schematic flow diagram of unification user account in the present invention；
Fig. 3 is that the on-line off-line service platform of the present invention carries out the schematic flow diagram that on line, express traffic processes；
Fig. 4 is that the on-line off-line service platform of the present invention is carried out providing and delivering under line the schematic flow diagram of Business Processing；
Fig. 5 is that the on-line off-line service platform of the present invention carries out the schematic flow diagram that on-the-spot transacting business processes；
Fig. 6 is the Technical Architecture schematic diagram of on-line off-line service platform of the present invention；
Fig. 7 is the application architecture schematic diagram of on-line off-line service platform of the present invention.
Detailed description of the invention
Shown in 1, a kind of on-line off-line service platform, mainly comprise the application platform of line upper end, business service centre with line lower end, user is carried out on line to the service request under line by application platform, accepted these service request by business service centre is unified, carry out under line the supporting on line, realize a kind of OTO service mode being applied to power marketing with this.
Maturation is needed in view of applied environment, and expand power supply service channel by the Internet, especially mobile Internet, application platform of the present invention, can be any one in ecommerce, wechat, APP, use the equipment such as computer, mobile phone, IPAD login respective page or application software is installed realizes operation.Can be unified by the user account of three kinds of application platforms, business service centre the back-end data safeguarded unity, make the business of electricity consumption user any one platform application wherein that line upper end registers, two platforms at other also can be inquired about, follow the tracks of；Then, the application of line upper end can be based on same data platform, same background support program, and the business model unifying background support with business service centre is agreed with mutually, it is achieved data interchange on line.
As in figure 2 it is shown, electricity consumption user in wechat, APP, arbitrary platform register account number of ecommerce and binds family number, once binding success, this account under other two platforms is the most open-minded.User by family number registration binding, can be by information such as each platform simple queries electricity charge, power rule of law policies, the electronics shelves of system of real name material are provided by platform the most further, after described business service centre backstage confirms system of real name registration effectively, on line, system of real name user could obtain other business service by each platform.For the account audited by platform system of real name, can authorize many sub-accounts further, sub-account only possesses query function, does not possess the functions such as any business application.This is conducive to the problems such as electricity charge inquiry, payment that resident's house to let occurs, it helps under enterprise customer, multiple enterprises handle the service inquiry of personnel, tracking.For enterprise system of real name user, need to need to specify two roles when enterprise customer's system of real name: an application role is concrete clerical worker, main business application material of being responsible for is submitted to and handles；Another examination & approval role is business entity or representative authority personnel, and examination & approval submitted to by main enterprise's material of being responsible for；So submitted to enterprise's material of business service centre by application platform, all first pass through business licenses examination & approval, flow process ensure that safety.
Various window services based on tradition outlet, all can progressively turn and be accepted by the unification of business service centre, dispatch, followed the tracks of；Thus, mutual with the information of business service centre by application platform in on-line off-line service platform of the present invention, it is possible to achieve following service function:
1) service inquiry: mainly include bill inquiry, electricity charge inquiry, outlet's address lookup, the inquiry of business handling item, inquiry of policy and regulation etc.；When this function is expanded based on mobile Internet, can system of real name user on line further, there is provided day electricity consumption inquiry, moon analysis of electric power consumption, it is provided that the map GPS inquiry of each outlet, optimum guidance path inquiry, outlet's scene real-time condition (including site sales counter number, each sales counter wait situation etc.) inquiry etc..
2) business consultation: realize mainly on the line of in window services informing business, standardized informs single mode plate including providing, informs singles' print etc..That is, according to different types of service, by all kinds of service apprized single standardization, user can be directly obtained by line upper end and inform list.Standardized informing is singly Query Result before user submits to and informs, only after user prints, just possesses the information such as bar code, and become entrance operation flow informs list.When user carries out business application, by selecting to inform accordingly list, start business application.
In order to reply user's consulting, intelligent robot can being configured at business service centre, by the combing of business being set up corresponding professional knowledge storehouse, intelligent robot knowledge based storehouse directly exchanging business with user.Or, user, when the function interface of any line upper mounting plate calls advisory role, can answer customer problem by the business expert of business service centre by operating side with various mode real-time onlines such as voice, video, words.
3) business application: user, according to informing single content, can submit the electronic bits of data of all kinds of business application on line to.Such as, the shooting by IPAD or the camera function of mobile phone or computer is first-class, and the information such as identity card, property ownership certificate carries out electronics shelves submission；For relating to the key business fields such as identification card number, manual typing can be carried out by user by application platform further and confirm；The most such as, by modes such as scannings, it is thus achieved that the higher application material such as definition, resolution, after being stored to computer or the mobile terminal such as IPAD, mobile phone, then it is uploaded to the service centre that does business.Can require that user classifies submission material by informing content on line, to reduce the workload of manual sort's application material, also remind user to submit the omission of material to.
4) Service tracing: provide user for the flow tracking of written business, business progress can be followed the tracks of by this workflow user.During the expansion based on mobile Internet of this function, inline system data can be connected with Electric Power Marketing System by the safe interface of state's net certification, with real-time tracking flow process progress.Not all marketing flow nodes system of users the most on line is open, and the present invention can be able to open to the flow nodes of usertracking to Electric Power Marketing System customization according to business service centre needs.And in the case of illogical with Electric Power Marketing System interface, also can directly be safeguarded the crucial deadline point of each operation flow by the backstage personnel of business service centre, for usertracking.For waiting that user submits the flow process that material or payment could continue to, the system module of the service centre that does business, by business business rule automatically prompting user, and the prompting residue time etc..For matter of urgency, business service centre can synchronize to release news by backstage application platform (wechat, APP, ecommerce) on each line.
5) service appointment: the business that outlet handles must be arrived for part, user can be by sending reserve requests on application platform line, being accepted the reservation of backward outlet feedback user by business service centre, user directly can handle to outlet according to subscription time.For system of real name user on line, may further provide situations such as combining outlet's Real-time and Dynamic inquiry, GPS inquiry, reservation status inquiry, outlet's sales counter that reservation is specifically handled.
6) business payment: due to the maturation paid by mails and development, on line, business payment is possibly realized, people are the most more easily accepted by, business payment includes that the electricity charge are paid, engineering cost is paid, moves back the business such as expense, and business service centre is by collecting corresponding expense alternately to Third-party payment platform (logical, Alipay etc. of paying) backstage；Amount of money charge big for engineering cost etc., by progressively setting up the direct channel of Utilities Electric Co. and Unionpay, makes all kinds of expense such as the electricity charge, engineering cost can be by E-Payment direct payment to Utilities Electric Co.'s destiny account.For the expense of moving back, owing on line, user's major part has E-Payment account or Bank Account Number, the expense of moving back that examination & approval are passed through by Utilities Electric Co. can directly be got on system of real name user account.
7) complain suggestion: user is by proposing complaint or suggestion on application platform line time, directly can link up with business service centre by the word on line, voice, video etc..Demand demixing point can be realized by locomotive function to answer: user can put and answer demand to receive people, and at reply layer, system can arrange different leaderships and participate in demand response.Leader can be directly by the operating sides such as mobile phone A PP, response user's demand, it is achieved the mechanism of similar two-party video call.Can also realize demand circumstantial evidence to represent in real time: at e-commerce platform, not only user can realize video calling with demand reception, and material or the circumstantial evidence etc. that synchronize user's submission all can pass through e-commerce platform real-time exhibition in communication process.
8) store on line: can be according to business transformation needs, it is achieved on line, store provides the popularization to energy-conserving product, on-line selling service, it is possible to need progressively to carry out integration store service etc. according to business transformation.
When the actual enforcement of each application platform, limited by open interface, sales service inquiry may be more stressed, including to accepting the process tracking of business, the inquiry of standardization business consultation list, new policy promotion, new projects' (pilot conversion) promotion, electricity charge electricity quantity inquiring etc. in wechat.APP is as the application of mobile terminal, in addition to possessing query function, it is also possible to customized miscellaneous service application, handle function, particularly can pay by mails and combines on logistics distribution under line, line, it is provided that the means of services of innovation.E-commerce platform based on the Internet, is the platform that on marketing line, business function all covers, and it contains the function such as wechat service inquiry, APP business application, and can custom service further.
According to described above, conclude business function and will stress below 100kW resident and non-resident user at the location of each line upper end, wechat or APP platform.The non-resident user of more than 100kW is large enterprise, and its company nature inherently has complete office conditions, to the data of its business application, sales service also requires that comparison is strict.Therefore, from submitting material precision, service security angularly to, the non-resident business of more than 100kW typically can only be passed through e-commerce platform application, handle.
Additionally, after each window counter service outsourcing, Electric Power Marketing System is as internal core operation system, outsourcing service provider is not in use by (in addition to inquiry), outsourcing service provider is used as corresponding e-commerce platform, and to business, service centre submits user's application materials to, and this is conducive to the safety of marketing message.Business service centre can wrap the window services personnel etc. of personnel or outlet further out provides consulting to reply, it is achieved pair of interior support.
Such as, following business all can service platform based on the present invention and method realize:
1) service inquiry: include inquiry of policy and regulation, Professional knowledge inquiry, operation flow tracking, service apprized (once informing) etc..
2) business newly set up: mainly include new clothes, Unionpay's buckle handle, temporary electricity, community new clothes, municipal administration foundry, the many populations in family etc..
3) business change: increase (subtracting) hold, change of address of renaming, transfer, family many population renewal, change class, temporary electricity is delayed, adjust contract limit, suspend, suspends recovery, change pay charge way etc..
4) electricity bill: e bill is opened, e bill is cancelled.
5) metering device: calibration, metering device fault, shifting table, change temporarily.
6) business moves back expense: expense is moved back in the electricity charge, operating cost moves back expense, engineering cost moves back expense, ensure Periostracum Cicadae expense etc..
The electronic bits of data for example, business request slip that user uploads is may require in all kinds of business, formal application is reported, electricity bill in the recent period, the certificates such as the real estate warrant being consistent with electricity consumption applied address/land use warrant/lease card/residence booklet, representative authority handles electricity consumption business commission book, consignee's perfect instrument, applicant's effective identity certificate, business license copy or organization mechanism code card, status of a legal person card copy, bank card information, " the power supply plan answer notice " that early stage is seeked the opinion of, project certification, construction drawing etc.；During business of providing and delivering under processing line, the paper of the materials such as all kinds of enterprises license copy that the most such as representative authority handles electricity consumption business commission book, stamp an offical seal, the business place that service centre specifies can be passed the soonest carry out checking and standby shelves, and without returning user again；When processing on-the-spot transacting business, the most such as original paper of identity document, enterprise's license etc., need by once returning client after staff's view of the scene.Different according to different business needs, the concrete electronic bits of data needed and original paper can be otherwise varied, repeat the most one by one.
Embodiment 1
Based on on-line off-line service platform mentioned above in the present invention, it is possible to achieve to the process of express traffic on line；On line, express traffic is without subscriber data original paper, it is only necessary to user provides electronic bits of data by application platform, and unification can be handled by after the examination & verification of business service centre.
As it is shown on figure 3, on the line handling " family many population renewal " as a example by express traffic, the implementing procedure of method described in this example is described:
A1, user, by application platform, submit the service request for a certain business to, and the electronic bits of data needed for this business is handled in submission.As " family many population renewal " need to be submitted residence booklet (householder's page) to, bid to host the recent electricity charge bill that people's identity card, household register address are consistent；Be uploaded by application platform after these materials can be taken pictures or scanned.
A2, business service centre are provided with examination & verification scheduler module, it is possible to judge whether the electronic bits of data received meets business need.If data verification passes through, enter business handling flow process；If data verification does not passes through, business service centre issues the user with prompting, and waits that user submits all electronic bits of datas meeting business need to.
A3, the service request passed through for electronic bits of data examination & verification, business service centre, by the business handling module arranged, is directly accessed Electric Power Marketing System and starts the operation flow being wherein correlated with, carrying out handling of concrete business according to examining the electronic bits of data passed through.
A4, business service centre are provided with Service tracing module, it is possible to according to the business handling node of Electric Power Marketing System, safeguard the key node in operation flow in Service tracing module.
A5, business service centre are by Service tracing module, the progress situation handled to user feedback miscellaneous service, e.g. business handling successful information, the information etc. of each key node of operation flow.
Embodiment 2
Based on on-line off-line service platform mentioned above in the present invention, it is possible to achieve the process to business of providing and delivering under line；Business of providing and delivering under line not only needs user to provide electronics shelves material, and the original paper also having part corresponding with electronics shelves material is also required to submit to, but original paper importance is not strong, need not return again to user.Such business, can be submitted to electronic bits of data by user by application platform on line, and after original paper being addressed to business service centre by express delivery, registration express waybill number is for future reference on line, and business service centre starts business processing flow after receiving original paper.If business relates to expense (small amount), realize also by paying by mails.Therefore, service platform based on the present invention and the method to Business Processing of providing and delivering under line, it is adaptable to the change of such as pay charge way, temporary electricity extension request, the electricity charge, operating cost, engineering cost etc. move back the business of expense.
As shown in Figure 4, under the line handling " moving back expense " as a example by dispensing business, the implementing procedure of method described in this example is described:
B1, user, by application platform, submit the service request for a certain business to, and the electronic bits of data needed for this business is handled in submission.Such as, handle and move back expense application, the recent electricity charge bill that bidding people's identity card, household register address are consistent need to be submitted to；Be uploaded by application platform after these materials can be taken pictures or scanned.
B2, business service centre are provided with examination & verification scheduler module, it is possible to judge whether the electronic bits of data received meets business need.If data verification passes through, business service centre the Service tracing module arranged, notify that user sends material original paper, and record the state of " application material first trial by, wait that user sends express delivery "；If data verification does not passes through, the examination & verification scheduler module (or Service tracing module) of business service centre issues the user with prompting, and waits that user submits all electronic bits of datas meeting business need to.
B3, the service request that electronic bits of data examination & verification is passed through, user is according to sending the notice of original paper, by electricity bill original paper and heavily receive voucher etc. and send the address to business service centre appointed place (business service centre or certain outlet or other) in express delivery mode.After express delivery sends, user can be for future reference to business service centre registration express waybill number by application platform.
After B4, the appointed place of business service centre receive original paper, addressee information is obtained by the logistics platform of backstage personnel's typing addressee information or access express company, the corresponding state " receiving original data " by Service tracing module record, and the instruction carrying out original data examination & approval is sent to examination & verification scheduler module.
B5, examination & verification scheduler module send instruction to the operating side being assigned approving person, it is desirable to the electricity bill original paper received is audited by approving person, and reply auditing result by the operating side of approving person to examination & verification scheduler module；Corresponding information by Service tracing module record approval status；
If original data examination & verification is passed through, enter business processing flow；If original data examination & verification is not passed through, the examination & verification scheduler module (or Service tracing module) of business service centre issues the user with prompting, and waits that user submits the original data meeting business need to.
B6, business service centre are provided with business handling module, access Electric Power Marketing System, carry out handling of concrete business according to electronic bits of data and original paper；In this example after workflow examination and approval passes through, enter and move back expense handling process, use electronic payment mode that user is moved back expense.
B7, Service tracing module can be according to the business handling nodes of Electric Power Marketing System, key node in operation flow is safeguarded, the progress situation handled to user feedback miscellaneous service, e.g. business handling successful information, the information etc. of each key node of operation flow；The archive information of Service tracing module also recording user's electronic data and original paper is for future reference.
Embodiment 3
Based on on-line off-line service platform mentioned above in the present invention, it is possible to achieve process needing the on-the-spot transacting business verifying subscriber data original paper；Owing to original paper is important, lose risk generation dispute for evading express delivery, need user to submit to original paper to verify to outlet.This type of on-the-spot transacting business is by first submitting electronic bits of data on subscribers feeder to, the integrity of elder generation of business service centre preliminary hearing electronic bits of data, standardization, examination & verification is by rear, user reservation can submit the time of original material, place to outlet on line, after on-site verification passes through, the business processing flow that formal startup is follow-up.From the point of view of current window service, such business accounting is relatively big, relates to needing user to submit to the business of identity card, property ownership certificate, enterprise's business license, letter of authority etc. all can belong to this type of.
As it is shown in figure 5, as a example by the on-the-spot transacting business processing " large user's business new clothes application ", the implementing procedure of heretofore described method is described:
C1, user, by application platform, submit the service request for a certain business to, and the electronic bits of data needed for this business is handled in submission.Such as, this example is handled large user's business new clothes application, application platform on line need to be uploaded to by bidding to host the scanning files such as people's identity card, business request slip, business license copy, property ownership certificate, relevant certification.
C2, business service centre are provided with examination & verification scheduler module, it is possible to judge whether the electronic bits of data received meets business need.If electronic bits of data examination & verification is passed through, business service centre the Service tracing module arranged, user will be fed back on auditing result line, it is desirable to user carries original data and accepts to outlet；If electronic bits of data examination & verification is not passed through, the examination & verification scheduler module (or Service tracing module) of business service centre issues the user with prompting, and waits that user submits all electronic bits of datas meeting business need to.
After C3, user are notified, send reserve requests by application platform to business service centre, preengage concrete outlet and time, carry out original paper veritification to facilitate.This reserve requests is notified corresponding outlet by business service centre.This outlet mainly according to the instruction of business service centre, performs the work that original data is veritified, and can be local any one outlet (do not limit and be necessary for possession outlet) of business service centre.
C4, user carry required original data, and after the designated time goes to this outlet to be verified, the staff of outlet veritifies, to the Service tracing module feedback original paper of business service centre, the result passed through by operating side；So far, business service centre formally accepts service request.
C5, the examination & verification scheduler module of business service centre, for the service request formally accepted, can carry out subsequent treatment by traffic scheduling to possession outlet according to the region belonging to user's reality.
C6, the system of possession outlet have access to Electric Power Marketing System and start related procedure therein, handle concrete business；In this example, after operation flow formally starts, a series of business such as the power supply plan answer of new clothes business, check of drawings, middle inspection, final acceptance of construction, power transmission are handled by possession outlet.
C7, flow nodes according to the business handling of possession outlet, Service tracing module is tracked and safeguards, in time to the progress situation of user feedback business handling key node.Thus, by the on-line off-line service platform of the present invention and the method to on-the-spot transacting business process, it is provided that reservation, preliminary hearing service, it is ensured that it is once that finishing service is handled that user only need to arrive outlet.
Each embodiment the most mentioned above, it is known that the examination & verification scheduler module of business service centre of the present invention, is used for the business application submitted to according to user, and the electronic bits of data submitting user to carries out the judgement of completeness, correctness etc..Such as, judge whether the definition of electronic bits of data, resolution etc. meet call format, or identify that the flesh and blood on electronic bits of data is audited automatically by system further, or forwarding electronic data manually examines to the operating side of business service centre those of skill in the art.
The business handling module of described business service centre, it is possible to be directly accessed Electric Power Marketing System and start wherein relevant operation flow and carry out handling of concrete business.
The Service tracing module of described business service centre, is responsible for the full-service progress chasing started from service handling, sends various feedback notifications and information to the application platform of user.Such as, for the operation flow handled by business service centre, Electric Power Marketing System can carry out situation typing or progress updates；Service tracing module is fed back according to the progress of business handling module, or obtains key node information from Electric Power Marketing System, sends feedback message to user；Feedback information actively can be sent to user by Service tracing module, it is also possible to be receive the inquiry request that user is sent by arbitrary platform after retransmit.Examination & verification scheduler module for the original data of the view of the scene, then sends examination & approval and is indicated to corresponding outlet, and wait that its approving person sends the reply to auditing result by operating side.Service tracing module can be for future reference with the archive information of recording user's electronic data and/or original paper.
In addition, the examination & verification scheduler module of described business service centre, the service request passed through is audited for electronic bits of data and/or original data, if judging when this service request belongs to the business that must carry out possession process, the business that can also process these possessionizations is scheduling circulation, and instruction possession outlet processes follow-up business.The business processed for attributed, it is also possible to directly got in touch with by the system of Service tracing module with outlet, or inquire about corresponding outlet key node situation of typing in Electric Power Marketing System, understands business handling progress and to user feedback；If it is necessary, the time limit that can set according to each flow nodes, by Service tracing module, outlet is pressed.
Electric Power Marketing System mentioned above, is one of them the sales service plateform system accessing grid company Intranet, is mainly used to process, record all kinds of business datums of marketing, the functional module such as including business, metering, the electricity charge, accounting.In addition to mutual with this Electric Power Marketing System information, the described business service centre of the present invention can also pass through corresponding interface, connects other all kinds of sales service plateform systems, comprises: electronic archive system, for the electronic management of archives of marketing；The user's electronic bits of data obtained in the present invention by rear, can deposit rule by state's net electronic record in examination & approval, uploads to the archive server preservation that electronic archive system is specified.Electricity consumption acquisition system: for gathering, the system of the information such as the period electricity of metering user, electric current, voltage；Business service centre can obtain the information such as hour electricity of user in this system and be supplied to application platform, and for system of real name, certification user provides value-added service.
Or, described business service centre can also access Third-Party Logistics Platform by corresponding interface, business service centre is sent to for user or business service centre dispatches to the Mail Express etc. of user, part situation is posted in inquiry, in order to Service tracing module can be responsible for the situation typing of crucial progress node, updates or press.Such as after service handling, if the materials such as power supply plan need to be passed user when confirming by business service centre or possession outlet soon, Service tracing module according to this module or to the express delivery odd numbers of Electric Power Marketing System registration, can access the logistics platform of express company and obtain that to post part/addressee information etc. for future reference.The Service tracing module of business service centre, notifying that user pays the corresponding engineering cost of business also by application platform, user pays engineering cost by application platform to the online payment system of each bank mutual with service centre backstage of doing business, Third-party payment platform etc..
Additionally, described business service centre can arrange operational analysis module, business datum is analyzed, it is achieved the establishment to all kinds of statistical report forms relating to flow process progress, situation.Described business service centre can also arrange expert's contact module, the operating side can being equipped with business expert (business personnel that advantage is senior) is mutual, it is sent to the reference content that on line, user or outlet service personal or outsourcing service provider etc. are submitted to by application platform, business expert provides answer by operating side.
As shown in Figure 6, in on-line off-line service platform of the present invention, the system of business service centre is mutual with the application platform of user by the Internet, mobile Internet etc.；On-line off-line service platform uses Java exploitation to wechat, APP, and the marketing managing eBusiness platform of E-business applications platform and himself configuration is used .NET exploitation.Business service centre is configured with server to carry out the storage of data base's deployment, application service, files；Business service centre uses oracle database to be stored in oracle database as Batch Processing data base, all structural datas；Unstructured data (electronic record material) storage is stored in assigned catalogue with file mode.
When on such as line, express traffic processes, on subscribers feeder, the business service centre of the network operation outside such as the electronic material of submission audits by rear, can arrive the server of Intranet electronic archive system alternately, restart the corresponding service flow process in Electric Power Marketing System.For the intranet and extranet data interaction between the core business system such as service centre and Electric Power Marketing System of wherein doing business, it is possible to use the south auspicious intranet and extranet passage (via outer net fire wall, safety insulating device, Intranet fire wall) of state's net certification realizes；And before also not connecting with the interface of Electric Power Marketing System etc., can also be by the backstage personnel of business service centre, by the server of the input such as the flow process key progression time point of Electric Power Marketing System in Intranet and situation business service centre, in the way of manual, realize intranet and extranet information mutual.
As it is shown in fig. 7, based on marketing OTO business demand, the application architecture of on-line off-line service platform in the present invention, comprise: application platform on Intranet sales service layer, data interaction layer, marketing OTO data Layer, marketing managing eBusiness platform, marketing line.
Wherein, Intranet sales service layer i.e. runs on all kinds of sales service systems of Intranet: Electric Power Marketing System, electronic archive system, electricity consumption acquisition system etc..Data interaction layer is for realizing the data interaction of Intranet and outer net: physically, realize intranet and extranet data interaction by the security gateway (such as above-mentioned intranet and extranet passage) of state's net certification；Logically, main realize use among business service centre and Intranet sales service system in every family number, the information such as electronic record address mutual.Marketing OTO data Layer comprises marketing OTO data instance, is the data Layer of whole on-line off-line service platform, is used for storing the record marketing all associated traffic data of OTO.Marketing managing eBusiness platform realizes support, knowledge base, online store etc. on business audit, traffic scheduling, Service tracing, business filing, line by each module, mainly it is supplied to service centre's librarian use of doing business, it is possible to support the use of application platform on marketing line.On marketing line, application platform is mainly supplied to electricity consumption user and uses, including wechat, APP, three kinds of application platforms of ecommerce, each self-align and realize function and refer to record above.
In sum, the OTO service mode of the present invention is asked as driving on subscribers feeder, by the unified specialty support carrying out internal and external business of business service centre independent of each outlet, is standardized by all kinds of sales services；For most window service, business service centre exercising across marketing internal specialty bar line function, the internal each working link of co-marketing, uniform traffic scheduling, uniform traffic follow the tracks of, and provides for user on line and demarcates without business, without the service experience in possession.
Although present disclosure has been made to be discussed in detail by above preferred embodiment, but it should be appreciated that the description above is not considered as limitation of the present invention.After those skilled in the art have read foregoing, multiple amendment and replacement for the present invention all will be apparent from.Therefore, protection scope of the present invention should be limited to the appended claims.
Claims (10)
1. the system architecture of an on-line off-line service platform, it is characterised in that comprise:
The application platform of line upper end, user submits the electronic bits of data needed for service request and transacting business to by application platform；And, the business service centre of line lower end, it is arranged independent of outlet, accepts for the service request unification submitted on line, and carries out supporting by the marketing managing eBusiness platform arranged；
Described marketing managing eBusiness platform comprises examination & verification scheduler module, business handling module and Service tracing module further；Wherein, whether the described examination & verification scheduler module electronic bits of data to receiving meets business need and audits；For electronic bits of data examination & verification by and without auditing the service request of original data, examination & verification scheduler module instruction business handling module enter operation flow process；For electronic bits of data examination & verification by and original data audit the service request passed through, examination & verification scheduler module according to corresponding type of service, instruction Service Processing Module enter operation flow process, or instruction possession outlet enter the process of operation flow；
Key node in operation flow is tracked and safeguards by described Service tracing module, and the progress situation of business handling is sent the application platform to user；For electronic bits of data examination & verification by and original data need examination & verification service request, by Service tracing module according to corresponding type of service, send to the application platform of user and send the notice that original data carries out to business service centre veritifying, or the notice that original data carries out to examination & verification outlet veritifying is carried in transmission；
For realizing supporting, the business datum that described marketing managing eBusiness platform accesses in data base, realize data interaction by the sales service system of data interaction layer Yu Intranet；Described sales service system deposits files on each of customers and corresponding electronic bits of data by arranging electronic archive system, and by arranging Electric Power Marketing System, make the described Service Processing Module of this Electric Power Marketing System of access or the system of possession outlet carry out handling of operation flow.
The system architecture of on-line off-line service platform the most as claimed in claim 1, it is characterised in that
By described data interaction layer so that the data base of accessing external network, connect via outer net fire wall, safety insulating device, Intranet fire wall, carry out data interaction with the sales service system accessing Intranet；
Described sales service system comprises the electricity consumption acquisition system gathering metering user power information further.
The system architecture of on-line off-line service platform the most as claimed in claim 1, it is characterised in that
Described Service tracing module accesses Third-Party Logistics Platform, obtains user and sends original data and be given to the service centre that does business, and/or business service centre sends documents and posts part addressee information to user；
Carry out described business handling module or the system of possession outlet that operation flow is handled, by accessing Third-party payment platform, obtain user and moved back the information of expense by Third-party payment platform paying or acquisition.
The system architecture of on-line off-line service platform the most as claimed in claim 1, it is characterised in that
It is mutual that Service tracing module and the described Service Processing Module of described business service centre or the system of possession outlet or Electric Power Marketing System carry out information, obtains the progress situation of business handling；
Described business service centre is further provided with operational analysis module, is analyzed business datum, Planning procedure progress, the statistical report form of situation.
The system architecture of on-line off-line service platform the most as claimed in claim 1, it is characterised in that
The examination & verification scheduler module of described business service centre, whether the form content of the electronic bits of data that automatic discrimination is received and/or flesh and blood meet business need；Or, the electronic bits of data that described examination & verification scheduler module will be received, the operating side of the backstage personnel being transmitted to business service centre carries out the artificial examination & approval of form content and/or flesh and blood；
Described examination & verification scheduler module also sends instruction to the operating side of the approving person that business service centre or examination & verification outlet are assigned, it is desirable to original data is veritified by approving person；Reply, to examination & verification scheduler module, the result that original data is veritified by the operating side of approving person.
The system architecture of on-line off-line service platform the most as claimed in claim 1, it is characterised in that
User is by sending reserve requests on application platform line, business service centre determines subscription time feedback user with the examination & verification outlet preengage after receiving reserve requests, and user goes to examination & verification outlet to carry out the veritification of original data according to subscription time.
The system architecture of on-line off-line service platform the most as claimed in claim 1, it is characterised in that
Carrying out, for business, the request seeked advice from by what application platform sent according to user, described business service centre meets to its feedback that type of service is standardized informs list；
User selects informing of corresponding service singly to start the request of the application to this business by application platform, and according to informing that single classifying content submits electronic bits of data to；
The key business field that the electronic bits of data of shooting or scanning is submitted in the service centre that does business, and service request or electronic bits of data by user by application platform is carried out manual typing confirmation by user by application platform.
The system architecture of on-line off-line service platform the most as claimed in claim 1, it is characterised in that
Described business service centre is by configuring intelligent robot and setting up professional knowledge storehouse, and by intelligent robot based on professional knowledge storehouse, the counsel requests sent user or outsourcing service provider or outlet service personal by application platform is replied；
Or, business expert is mutual with expert's contact module of described business service centre by operating side, receives user or outsourcing service provider or counsel requests that outlet service personal is sent replying by application platform.
The system architecture of on-line off-line service platform the most as claimed in claim 1, it is characterised in that
User is by any one in ecommerce, wechat, APP these three application platform, and to carry out information mutual with business service centre；
User, by wherein any one application platform register account number and after binding family number, opens the register account number at corresponding same family number under two other application platform automatically；
User passes through the service request that wherein any one application platform is submitted to, it is possible to inquire about the progress situation of business handling in two other application platform with the register account number at corresponding same family number.
The system architecture of on-line off-line service platform the most as claimed in claim 9, it is characterised in that
User submits system of real name material to by application platform, and through described business service centre, examination & verification becomes system of real name user；System of real name user has the main account of transmission business application authority, and is provided with zero or one or multiple the sub-accounts with business progress search access right；As the enterprise customer of system of real name user, it is provided with first account with enterprise's material submission mandate power of examination and approval, and there is the second account that business application material is submitted to and handled authority.
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| CN108109098A (en) * | 2016-11-24 | 2018-06-01 | 上海申铁信息工程有限公司 | A kind of mobile client service system for railway freight |
| CN107230047A (en) * | 2017-07-07 | 2017-10-03 | 郑州云海信息技术有限公司 | A kind of intelligent vehicle administration office's service system and method for servicing based on cloud computing |
| WO2019019685A1 (en) * | 2017-07-28 | 2019-01-31 | 平安科技（深圳）有限公司 | Telephone sales service method and system, terminal device and storage medium |
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