CN105976133A - System architecture for online-offline service platform - Google Patents

Abstract

The invention relates to a system architecture of an online and offline service platform. Users submit business requests and electronic materials required for business through the application platform; the business service center at the offline end accepts them uniformly, and interacts with the marketing business system data on the intranet. The review scheduling module reviews electronic materials, instructs the business processing module or local business outlets to process business processes; tracks and maintains key nodes through the business tracking module, and feeds back the progress to users; the business tracking module also sends the original documents to the business A notice to the service center for verification, or a notice to send the original documents to the verification business outlet for verification. The present invention realizes the combination of online and offline service means for business handling, optimizes the user business handling process, and reduces internal business review links.

Description

System architecture of an online and offline service platform

technical field

The invention relates to equipment applicable to the field of electric power marketing, in particular to a system architecture of an online and offline service platform.

Background technique

In the process of the development of my country's electric power economy, the power marketing work has been facing the continuous changes in the operation of the power market and the needs of electricity customers. The development of the power marketing work is also facing many opportunities and challenges. Marketing work needs to adapt to changes in the social environment and power Marketing business transformation. Therefore, there is an urgent need for a method that combines online and offline service methods for business processing, and by taking advantage of the development of the Internet, especially the mobile Internet, online (Online) electricity users can enjoy the benefits that can be enjoyed in business halls and outlets. The offline (Offline) power marketing service provides users with multi-channel, multi-means business processing, information consulting and other marketing services.

Contents of the invention

The present invention provides a system architecture of an online and offline service platform, which realizes the combination of online and offline service means for business processing, optimizes the user business processing process, and reduces internal business review links.

In order to achieve the above purpose, the technical solution of the present invention is to provide a system architecture of an online and offline service platform, including: an application platform at the end of the line, through which users submit business requests and electronic data required for handling business; and, online The business service center at the lower end, which is set up independently of the business outlets, uniformly accepts business requests submitted online, and provides service support through the established marketing e-commerce management platform;

The marketing e-commerce management platform further includes an audit scheduling module, a business handling module and a business tracking module; wherein, the audit scheduling module checks whether the received electronic materials meet business requirements; For the original business request, the review scheduling module instructs the business processing module to enter the business process; for the business request that passes the review of the electronic data and the original document, the review scheduling module instructs the business processing module to enter the business process according to the corresponding business type , or instruct the local business outlets to enter into the business process;

The business tracking module tracks and maintains the key nodes in the business process, and sends the progress of business processing to the user's application platform; for business requests that pass the electronic data review and the original data needs to be reviewed, the business tracking module according to For the corresponding business type, send a notice to the user's application platform to send the original documents to the business service center for verification, or send a notice to bring the original documents to the audit business outlet for verification;

In order to realize service support, the business data accessed by the marketing e-commerce management platform in the database realizes data interaction with the marketing business system of the intranet through the data interaction layer; the marketing business system stores user files by setting an electronic file system And the corresponding electronic data, and by setting up the power marketing system, the business processing module connected to the power marketing system or the system of the local business network can handle the business process.

Preferably, through the data interaction layer, the database connected to the external network is connected to the external network firewall, the safety isolation device, and the internal network firewall to perform data interaction with the marketing service system connected to the internal network; the marketing service system It further includes a power collection system for collecting and metering user power consumption information.

Preferably, the business tracking module is connected to a third-party logistics platform to obtain the mailing and receiving information of the original documents sent by the user to the business service center, and/or the mailing and receiving information of the business service center sending documents and materials to the user; The above-mentioned business processing module or the system of the local business outlet, through access to the third-party payment platform, obtains the information that the user pays the fee or obtains the refund through the third-party payment platform.

Preferably, the business tracking module of the business service center interacts with the business processing module or the system of the local business network or the power marketing system to obtain the progress of business processing; the business service center is further equipped with a business analysis module , analyze business data, and prepare statistical reports on process progress and conditions.

Preferably, the audit scheduling module of the business service center automatically judges whether the formal content and/or substantive content of the received electronic materials meet business requirements; or, the audit scheduling module forwards the received electronic materials to Perform manual approval of formal content and/or substantive content for the operation terminal of the backstage personnel of the business service center;

The audit scheduling module also sends instructions to the operating terminal of the approving personnel assigned by the business service center or auditing business outlets, requiring the approving personnel to verify the original documents; result.

Preferably, the user sends an appointment request online through the application platform. After receiving the appointment request, the business service center confirms the appointment time with the auditing business outlet that made the reservation and gives feedback to the user. The user goes to the auditing business outlet to verify the original documents according to the appointment time.

Preferably, according to the request for business consultation sent by the user through the application platform, the business service center feeds back a notice conforming to the standardization of business types;

The user selects the notification sheet of the corresponding business through the application platform to start the application request for the business, and submits electronic materials according to the content classification of the notification sheet;

The user submits the photographed or scanned electronic data to the business service center through the application platform, and the business request or the key business fields in the electronic data are manually entered and confirmed by the user through the application platform.

Preferably, the business service center configures an intelligent robot and establishes a business knowledge base, and based on the business knowledge base, the intelligent robot replies to the consultation requests sent by users, outsourcing personnel or service personnel of business outlets through the application platform;

Alternatively, the business experts interact with the expert contact module of the business service center through the operation terminal, and receive and reply the consultation requests sent by users, outsourcers or service personnel of business outlets through the application platform.

Preferably, the user interacts with the business service center through any one of the three application platforms: e-commerce, WeChat, and APP;

After the user registers an account through any one of the application platforms and binds the account number, the registered account corresponding to the same account number under the other two application platforms will be automatically opened;

The user submits a business request through any one of the application platforms, and can query the progress of the business processing in the other two application platforms with the registered account corresponding to the same account number.

Preferably, users submit real-name materials through the application platform, and become real-name users after being reviewed by the business service center; real-name users have a master account with the authority to send business applications, and set up zero or one or more accounts with only business progress query authority. Sub-account: as a real-name user, an enterprise user has a first account with authority to submit authorization and approval of enterprise materials, and a second account with authority to submit and handle business application materials.

The system architecture of the online and offline service platform of the present invention has the following advantages:

The business service center of the present invention is independent from numerous business outlets, and is centrally located in the headquarters of the electric power company; the business service center accepts business in a unified manner through centralized management, uniformly dispatches and tracks cross-regional and cross-network business, and realizes offline service and support , optimize the user business handling process, and reduce the internal business review process.

The present invention continuously deepens online service content, expands online service channels, enriches online service means, and gradually absorbs and expands audience electricity users by constructing online application platforms such as e-commerce, WeChat, and APP for electric power marketing.

Through the construction of the business service center and the online application platform, the present invention forms an online-to-offline business request, an OTO service mode supported by the offline service to the online service, breaks the constraints of offline regional marketing services through the business service center, and realizes Seamless cross-regional and cross-network service and tracking. Through the guidance and promotion of offline business halls and outlet users, offline services are gradually transformed into online services and self-service, and the service functions of business halls and outlets are gradually transformed.

The OTO service mode of the present invention is established, which is convenient for users to obtain all-round marketing services covering marketing business and services, such as reservation, business notification, electronic version submission of business application, information release, etc. through the online application platform; the OTO service mode provides reservation service, business notification , business acceptance, business tracking, power consumption consultation, appeal for opinions and other marketing services, and even after the business has matured, new online and offline integrated new businesses based on smart power consumption, energy-saving product promotion, guidance, and ordering will be carried out.

Description of drawings

Fig. 1 is a structural representation of the online and offline service platform of the present invention;

Fig. 2 is a schematic flow chart of unified user accounts in the present invention;

Fig. 3 is a schematic flow chart of the online and offline service platform of the present invention for online direct business processing;

Fig. 4 is a schematic flow chart of offline distribution business processing performed by the online and offline service platform of the present invention;

Fig. 5 is a schematic flowchart of on-site business processing performed by the online and offline service platform of the present invention;

Fig. 6 is a schematic diagram of the technical architecture of the online and offline service platform of the present invention;

Fig. 7 is a schematic diagram of the application architecture of the online and offline service platform of the present invention.

detailed description

As shown in 1, an online and offline service platform mainly includes an online-end application platform and an offline-end business service center. Users make online-to-offline business requests through the application platform, and the business service center uniformly accepts these businesses. Request, offline to online service support, in order to realize an OTO service model applied to power marketing.

Considering that the application environment needs to be mature, and the use of the Internet, especially the mobile Internet, to expand electricity service channels, the application platform of the present invention can be any one of e-commerce, WeChat, and APP, using computers, mobile phones, IPADs, etc. The device logs into the corresponding page or installs the application software to realize the operation. The user accounts of the three application platforms can be unified, and the business service center maintains the unified background data, so that the business applied by the electricity users registered on the online end on any one of the platforms can also be queried and tracked on the other two platforms ; then, the online application can be based on the same data platform and the same background support program, which fits with the business model supported by the unified background of the business service center, and realizes online data interoperability.

As shown in Figure 2, the electricity user registers an account on any platform of WeChat, APP, and e-commerce and binds the account number. Once the binding is successful, the account under the other two platforms is automatically activated. Users registered and bound through the account number can simply inquire about information such as electricity bills, electricity regulations and policies through various platforms. Users can obtain other business services through each platform. For accounts that have passed the real-name verification of the platform, multiple sub-accounts can be further authorized. The sub-accounts only have the query function and do not have any business application functions. This is beneficial for residential users to inquire about and pay for electricity bills when renting houses, and it is also helpful for corporate users to inquire and track the business of personnel in multiple companies. For enterprise real-name system users, two roles need to be specified in the enterprise user real-name system: one application role is a specific clerk, who is mainly responsible for submitting and processing business application materials; the other approval role is an enterprise legal person or a legal person authorized person, who is mainly responsible for enterprise materials Submit for approval; in this way, the enterprise materials submitted to the business service center through the application platform must first pass the authorization and approval of the enterprise, ensuring safety in the process.

Various window services based on traditional business outlets can be gradually transferred to the business service center for unified acceptance, scheduling, and tracking; therefore, through the information interaction between the application platform and the business service center in the online and offline service platform of the present invention, it can be realized. The following service functions:

1) Business query: mainly includes bill query, electricity fee query, business outlet address query, business handling item query, policy and regulation query, etc.; when this function is expanded based on the mobile Internet, it can further provide online real-name users with daily electricity query, Monthly electricity consumption analysis, providing map GPS query of each business outlet, query of the optimal navigation route, real-time situation of the business outlet (including the number of counters in the outlet, waiting status of each counter, etc.), etc.

2) Business consulting: mainly aimed at the online realization of one notification service in the window service, including providing standardized notification sheet templates, notification sheet printing, etc. That is, according to different business types, various business notices are standardized, and users can directly obtain notices through the online terminal. The standardized notification sheet is only the query result before the user submits the notification. Only after the user prints it will it have barcode and other information and become a notification sheet entering the business process. When a user applies for a service, he or she starts the service application by selecting the corresponding notice sheet.

In order to answer user inquiries, intelligent robots can be deployed at the business service center, and a corresponding business knowledge base can be established by sorting out the business, and the intelligent robot can directly communicate with users based on the knowledge base. Alternatively, when a user invokes the consulting function on the function interface of any online platform, the business experts of the business service center can answer the user's questions online in real time in various ways such as voice, video, and text through the operation terminal.

3) Business application: Users can submit electronic materials for various business applications online according to the content of the notification sheet. For example, through the camera function of the IPAD or mobile phone or the camera of the computer, submit the information such as the ID card and real estate certificate in electronic files; for key business fields such as the ID number, the user can further manually enter and confirm through the application platform; Another example is to obtain application materials with higher definition and resolution through scanning and other methods, save them on computers or mobile terminals such as IPADs and mobile phones, and then upload them to the business service center. Users can be required to submit materials in categories according to the notification content online, so as to reduce the workload of manual classification application materials, and also remind users of omissions in submitted materials.

4) Business Tracking: Provide users with the process tracking of the business they have applied for, through which users can track the progress of the business. When this function is based on the expansion of the mobile Internet, the online system data can be connected to the power marketing system through the secure interface certified by the State Grid to track the progress of the process in real time. Not all marketing process nodes are open to users in the online system. The present invention can customize process nodes that can be opened to users to track from the power marketing system according to the needs of the business service center. In the case that the interface with the power marketing system is not connected, the background personnel of the business service center can directly maintain the key completion time points of each business process for users to track. For the process of waiting for the user to submit materials or pay the fee to continue, the system module of the business service center will automatically remind the user according to the business rules and prompt the remaining time. For urgent matters, the business service center can simultaneously release information to various online application platforms (WeChat, APP, e-commerce) through the background.

5) Business appointment: For some businesses that must be handled at the business outlets, the user can send an appointment request online through the application platform, and the business service center will make an appointment at the business outlet and give feedback to the user. The user can go to the business outlet directly according to the appointment time handle. For online real-name system users, it can further provide the counter of the business outlets that combine the real-time dynamic query of the business outlets, GPS inquiries, reservation status inquiries, etc., to make an appointment.

6) Business payment: Due to the maturity and development of electronic payment, online business payment is possible and more acceptable to people. Business payment includes electricity fee payment, engineering fee payment, refund and other services. The business service center communicates with the third-party payment platform ( PayPay, Alipay, etc.) background interaction to collect corresponding fees; for large-scale charges such as engineering fees, by gradually establishing a direct connection channel between the power company and UnionPay, various fees such as electricity fees and engineering fees can be directly paid to the power company through electronic payment Specify account. For refunds, since most online users have electronic payment accounts or bank accounts, the power company can directly transfer the approved refunds to the real-name user accounts.

7) Complaints and Suggestions: When users submit complaints or suggestions online through the application platform, they can directly communicate with the business service center by means of online text, voice, video, etc. Hierarchical point-to-point response of appeals can be realized through the mobile function: users can click to respond to appeals to receive people, and at the response level, the system can set up different leaders to participate in the appeal response. Leaders can directly respond to user demands through mobile APP and other operating terminals, and realize a mechanism similar to two-party video calls. It can also realize the real-time display of side evidence of appeals: on the e-commerce platform, not only the user and the appeal reception can realize video calls, but also the materials or circumstantial evidence submitted by the synchronous users can be displayed in real time through the e-commerce platform during the communication process.

8) Online mall: According to the needs of business transformation, the online mall can realize the promotion of energy-saving products and online sales services, and can also gradually develop points mall services according to the needs of business transformation.

In the actual implementation of each application platform, limited by the open interface, WeChat may focus more on marketing business inquiries, including process tracking of accepted businesses, inquiries about standardized business inquiries, promotion of new policies, promotion of new projects (pilot promotion), Inquiry about electricity bills, etc. As a mobile terminal application, in addition to the query function, APP can also customize various business application and processing functions, especially in combination with offline logistics distribution and online electronic payment to provide innovative service means. The e-commerce platform is based on the Internet and is a platform that covers all online business functions of marketing. It covers WeChat business inquiry, APP business application and other functions, and can further customize business.

According to the above description, summing up the positioning of business functions on the upper end of each line, the WeChat or APP platform will focus on residential and non-residential users below 100kW. The non-resident users above 100kW are all large enterprises, and the nature of the company itself has complete office conditions, and the marketing business also has strict requirements on the materials for its business application. Therefore, from the perspectives of the accuracy of submitted materials and business security, non-resident services above 100kW can generally only be applied and handled through e-commerce platforms.

In addition, after outsourcing the counter services at each window, the power marketing system is used as the internal core business system, and the outsourced personnel no longer use it (except for inquiries). The outsourced personnel can also use the corresponding e-commerce platform to submit user application materials to the business service center. Conducive to the security of marketing information. The business service center can further provide consulting answers to outsourced personnel or window service personnel of business outlets to achieve internal support.

For example, the following services can be realized based on the service platform and method of the present invention:

1) Business query: including policy and regulation query, professional knowledge query, business process tracking, business notification (one-time notification), etc.

2) New business: mainly including new decoration, UnionPay card buckle processing, temporary electricity use, new decoration in the community, municipal OEM, one household with multiple populations, etc.

3) Business changes: increase (decrease) capacity, change name and address, transfer, renewal of one household with more than one population, change of category, temporary extension of electricity consumption, adjustment of contract limit, suspension, suspension and recovery, change of payment method, etc.

4) Electricity bills: activation of electronic bills, cancellation of electronic bills, etc.

5) Metering device: meter calibration, metering device failure, meter shifting, temporary replacement, etc.

6) Business refund: electricity fee refund, business fee refund, engineering fee refund, security deposit refund, etc.

In various businesses, users may be required to upload electronic materials such as business application forms, official application reports, recent electricity bills, real estate rights certificates/land use rights certificates/lease certificates/household registers that match the electricity application address, legal person authorization Handling power business power of attorney, trustee's valid certificate, applicant's valid ID card, copy of business license or organization code certificate, copy of legal person ID card, bank card information, "Reply Notice of Power Supply Plan" consulted in the previous period, project approval document , construction drawings, etc.; when dealing with offline distribution business, paper copies of materials such as power of attorney authorized by legal persons to handle electricity business, copies of various enterprise certificates and certificates with official seals, etc., can be directly delivered to the designated by the business service center The location is inspected and filed without returning it to the user; when handling on-site business, the original documents such as identity documents and business certificates need to be returned to the customer immediately after on-site inspection by the staff. According to different business requirements, the specific electronic materials and original documents required will be different, so I won’t go into details here.

Example 1

In the present invention, based on the above-mentioned online and offline service platform, the processing of online direct business can be realized; the online direct business does not require the original user data, and only needs the user to provide electronic data through the application platform, which is uniformly reviewed by the business service center can be processed afterwards.

As shown in Figure 3, taking the online direct business of "renewal with multiple persons in one household" as an example, the implementation process of the method described in this example is explained:

A1. The user submits a business request for a certain business through the application platform, and submits the electronic materials required for handling the business. For example, “continuing application with more than one household” needs to submit the account book (household home page), the applicant’s ID card, and a recent electricity bill with the same address; these materials can be photographed or scanned and uploaded through the application platform.

A2. The business service center is equipped with an audit scheduling module, which can judge whether the received electronic materials meet the business requirements. If the information is approved, enter the business process; if the information is not approved, the business service center will send a reminder to the user and wait for the user to submit all electronic materials that meet the business requirements.

A3. For the business request approved by the electronic data, the business service center directly connects to the power marketing system and starts the relevant business process through the business processing module set up, and handles the specific business according to the approved electronic data.

A4. The business service center is equipped with a business tracking module, which can maintain key nodes in the business process in the business tracking module according to the business processing nodes of the power marketing system.

A5. The business service center feeds back the progress of various business processes to users through the business tracking module, such as business process success information, information on key nodes in the business process, etc.

Example 2

In the present invention, based on the above-mentioned online and offline service platform, the processing of offline distribution business can be realized; offline distribution business not only requires users to provide electronic file materials, but also some original documents corresponding to electronic file materials also need to be submitted , but the original is of low importance and need not be returned to the user. For this type of business, the user can submit electronic materials through the online application platform, send the original to the business service center by express, register the express waybill number online for future reference, and the business service center will start the business process after receiving the original. If the business involves expenses (small amount), it can also be realized through electronic payment. Therefore, the service platform and the method for processing offline distribution business based on the present invention are suitable for business such as change of payment method, application for temporary extension of electricity use, refund of electricity fee, business fee, engineering fee, etc.

As shown in Figure 4, taking the offline delivery business of "refund" as an example, the implementation process of the method described in this example is explained:

B1. The user submits a business request for a certain business through the application platform, and submits the electronic materials required for handling the business. For example, to apply for a refund, you need to submit a recent electricity bill with the same ID card and household registration address of the applicant; you can take photos or scan these materials and upload them through the application platform.

B2. The business service center is equipped with an audit scheduling module, which can judge whether the received electronic materials meet the business requirements. If the materials are approved, the business tracking module set up by the business service center will notify the user to send the original materials, and record the status of "the application materials have passed the preliminary review, waiting for the user to send the courier"; The scheduling module (or business tracking module) sends reminders to users and waits for users to submit all electronic materials that meet business requirements.

B3. For business requests that have passed the electronic data review, the user sends the original electricity bill and re-receipt certificate to the designated place of the business service center (business service center or a business outlet or other) by courier according to the notice of sending the original address. After the express is sent, the user can register the express waybill number with the business service center through the application platform for future reference.

B4. After receiving the original documents at the designated location of the business service center, the background personnel will enter the receiving information or access the logistics platform of the courier company to obtain the receiving information, record the corresponding status of "received original documents" through the business tracking module, and report to The audit scheduling module sends an instruction to approve the original document.

B5. The review scheduling module sends instructions to the operation terminal of the assigned reviewer, requiring the reviewer to review the original received electricity bill, and reply the review result to the review scheduling module through the reviewer's operation terminal; the business tracking module records the approval information about the status;

If the original document is approved, enter the business process; if the original document is not approved, the audit scheduling module (or business tracking module) of the business service center will send a reminder to the user and wait for the user to submit the original document that meets the business requirements.

B6. The business service center is equipped with a business processing module, which is connected to the power marketing system and handles specific business according to electronic materials and original documents; Refund.

B7. The business tracking module can maintain the key nodes in the business process according to the business processing nodes of the power marketing system, and feedback the progress of various business processing to the user, such as business processing success information, information on key nodes in the business process etc.; the business tracking module also records the user's electronic data and the archiving information of the original for future reference.

Example 3

In the present invention, based on the above-mentioned online and offline service platform, it is possible to process the on-site business that needs to verify the original of the user's data; because the original is relatively important, in order to avoid the risk of express loss and disputes, the user is required to submit the original at the business outlet authenticating. For this type of on-site business, the user first submits the electronic materials online, and the business service center first reviews the completeness and standardization of the electronic materials. After the review is passed, the user can make an online reservation for the time and place to submit the original materials at the business outlet, and verify on-site After approval, the subsequent business process will be officially launched. Judging from the current window business, this type of business accounts for a relatively large proportion, and businesses that require users to submit ID cards, real estate certificates, business licenses, power of attorney, etc. can all belong to this category.

As shown in Figure 5, taking the on-site handling business of "big user service new installation application" as an example, the implementation process of the method described in the present invention is described:

C1. The user submits a business request for a certain business through the application platform, and submits the electronic materials required for handling the business. For example, in this case, to apply for a new installation of a large user business, you need to upload scanned documents such as the applicant's ID card, business application form, copy of business license, real estate certificate, and relevant approval documents to the online application platform.

C2. The business service center is equipped with an audit scheduling module, which can judge whether the received electronic materials meet the business requirements. If the electronic data is approved, the business tracking module set up by the business service center will feed back the review results to the user online, requiring the user to bring the original copy of the data to the business outlet for acceptance; if the electronic data is not approved, the business service center’s audit scheduling module ( or business tracking module) to send a reminder to the user and wait for the user to submit all electronic materials that meet the business requirements.

C3. After receiving the notification, the user sends an appointment request to the business service center through the application platform, and makes an appointment for a specific business outlet and time, so as to facilitate the verification of the original. The business service center notifies the corresponding business network of the reservation request. The business outlet mainly performs the verification of the original documents according to the instructions of the business service center, and can be any business outlet within the jurisdiction of the business service center (not limited to the local business outlet).

C4. The user brings the original documents required and goes to the business outlet at the agreed time for verification. The staff of the business outlet will feed back the result of the verification of the original to the business tracking module of the business service center through the operation terminal; at this point, the business service center officially Accept business requests.

C5. The review and scheduling module of the business service center can dispatch business requests to the local business outlets for follow-up processing according to the actual area to which the user belongs to the formally accepted business requests.

C6. The system of the territorial business outlets can be connected to the power marketing system and start the relevant processes in it to handle specific businesses; in this example, after the business process is officially launched, the territorial business outlets reply and review the power supply plan for the newly installed business , Intermediate inspection, completion acceptance, power transmission and a series of business for handling.

C7. According to the business process nodes of the local business outlets, the business tracking module tracks and maintains, and timely feedbacks the progress of key business nodes to users. Therefore, through the online and offline service platform and the method for on-site business processing of the present invention, reservation and pre-examination services are provided, ensuring that users only need to go to the business outlet once to complete business processing.

Based on the various embodiments described above, it can be seen that the audit scheduling module of the business service center in the present invention is used to judge the completeness and correctness of the electronic data submitted by the user according to the business application submitted by the user. For example, judging whether the clarity and resolution of the electronic data meet the format requirements, or further identifying the substantive content of the electronic data for automatic review by the system, or forwarding the electronic data to the operating terminal of the technical staff of the business service center for manual approval.

The business handling module of the business service center can be directly connected to the electric power marketing system and start the relevant business processes therein to handle specific businesses.

The business tracking module of the business service center is responsible for tracking the progress of the entire business from business acceptance, and sending various feedback notifications and prompts to the user's application platform. For example, for the business process handled by the business service center, the status entry or progress update can be carried out in the power marketing system; the business tracking module sends the information to the user according to the progress feedback of the business processing module, or obtains key node information from the power marketing system Feedback message; the feedback message can be sent to the user actively by the business tracking module, or it can be sent after receiving the query request sent by the user through any platform. The audit scheduling module sends approval instructions to the corresponding business outlets for the original documents of the on-site inspection, and waits for the approval personnel to send a reply to the audit results through the operation terminal. The business tracking module can also record the user's electronic materials and/or the archiving information of the original for future reference.

In addition, the review and scheduling module of the business service center can also perform localization processing on the business requests that have passed the review of electronic data and/or original data, if it is judged that the business requests belong to the business that must be processed locally. Scheduling and transferring, instructing local business outlets to handle follow-up business. For businesses that are processed by attributes, you can also directly contact the system of the business outlets through the business tracking module, or query the key nodes entered by the corresponding business outlets in the power marketing system to understand the progress of business processing and give feedback to users; if necessary , according to the time limit set by each process node, the business outlets can be urged through the business tracking module.

The power marketing system mentioned above is one of the marketing business platform systems connected to the intranet of the power grid company. It is mainly used to process and record various business data for marketing, including functional modules such as sales, metering, electricity bills, and accounting. In addition to information interaction with the power marketing system, the business service center of the present invention can also connect to other various marketing business platform systems through corresponding interfaces, including: an electronic file system for electronic management of marketing files; After the user's electronic data obtained in the present invention is approved, it can be uploaded to the designated file server of the electronic file system for storage according to the electronic file storage rules of the State Grid. Electricity collection system: a system for collecting and measuring the user's time period electricity, current, voltage and other information; the business service center can obtain the user's hourly electricity and other information from the system and provide it to the application platform, providing value-added for real-name authentication users Serve.

Alternatively, the business service center can also access the third-party logistics platform through a corresponding interface, and check the delivery status of the mail delivered by the user to the business service center or the mail express sent by the business service center to the user, so that the business tracking module Can be responsible for the entry, update or reminder of key progress nodes. For example, after the business is accepted, if the business service center or local business outlets need to express the power supply plan and other materials to the user for confirmation, the business tracking module can access the courier company's tracking number according to the courier number registered with the module or with the power marketing system. The logistics platform obtains the sending/receiving information for future reference. The business tracking module of the business service center can also notify the user to pay the corresponding engineering fee through the application platform, and the user pays the engineering fee to the online payment system of each bank and the third-party payment platform interacting with the background of the business service center through the application platform.

In addition, the business service center can set up a business analysis module to analyze business data and realize the compilation of various statistical reports related to process progress and conditions. The business service center can also set up an expert contact module, which can interact with the operation terminal equipped by business experts (advantageous senior business personnel), and send them consultations submitted by online users, service personnel of business outlets or outsourcing personnel, etc. through the application platform. The content is answered by business experts through the operation terminal.

As shown in Figure 6, in the online and offline service platform of the present invention, the system of the business service center interacts with the user's application platform through the Internet, mobile Internet, etc.; the online and offline service platform adopts Java development for WeChat and APP, and electronic The business application platform and its self-configured marketing e-commerce management platform are developed with .NET. The business service center is equipped with servers for database deployment, application services, and storage of archive materials; the business service center uses Oracle database as the background business database, and all structured data is stored in the Oracle database; unstructured data (electronic archive materials) are stored in The file mode is stored in the specified directory.

For example, during online direct business processing, after the electronic materials submitted by users online are approved by the business service center operating on the external network, they can be interacted with the server of the internal network electronic file system, and then start the corresponding business process in the power marketing system. For the internal and external network data interaction between the business service center and the power marketing system and other core business systems, it can be realized by using the NARI internal and external network channels certified by the State Grid (via the external network firewall, security isolation device, and internal network firewall); Before the interface with the power marketing system is connected, the background personnel of the business service center can also enter the key progress time points and conditions of the power marketing system in the intranet into the server of the business service center, and realize it manually Information exchange between internal and external networks.

As shown in Figure 7, based on the marketing OTO business requirements, the application architecture of the online and offline service platform in the present invention includes: an intranet marketing business layer, a data interaction layer, a marketing OTO data layer, a marketing e-commerce management platform, and a marketing online application platform.

Among them, the intranet marketing business layer refers to various marketing business systems running on the intranet: power marketing system, electronic file system, electricity collection system, etc. The data interaction layer is used to realize the data interaction between the internal network and the external network: physically, through the security gateway certified by the State Grid (such as the above-mentioned internal and external network channel) to realize the data interaction between the internal and external network; Interaction of user account number, electronic file address and other information in the network marketing business system. The marketing OTO data layer includes marketing OTO data instances, which is the data layer of the entire online and offline service platform, and is used to store and record all relevant business data of marketing OTO. The marketing e-commerce management platform realizes business review, business scheduling, business tracking, business archiving, online support, knowledge base, online shopping mall, etc. through various modules, and is mainly provided for the use of business service center personnel, and can support the marketing online application platform use. The marketing online application platform is mainly provided for electricity users, including WeChat, APP, and e-commerce. Please refer to the previous description for their respective positioning and implementation functions.

To sum up, the OTO service mode of the present invention is driven by the user's online request, and the business service center independent of each business network provides professional support for internal and external business, and standardizes various marketing businesses; for most For window business, the business service center performs the functions of cross-marketing internal professional lines, coordinates various internal work links of marketing, unifies business scheduling, and unifies business tracking, and provides online users with a service experience without business boundaries and without localization.

Although the content of the present invention has been described in detail through the above preferred embodiments, it should be understood that the above description should not be considered as limiting the present invention. Various modifications and alterations to the present invention will become apparent to those skilled in the art upon reading the above disclosure. Therefore, the protection scope of the present invention should be defined by 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.