CN111784145A - Service scheduling method, device, equipment and storage medium - Google Patents

Service scheduling method, device, equipment and storage medium Download PDF

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CN111784145A
CN111784145A CN202010591681.9A CN202010591681A CN111784145A CN 111784145 A CN111784145 A CN 111784145A CN 202010591681 A CN202010591681 A CN 202010591681A CN 111784145 A CN111784145 A CN 111784145A
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work order
electricity
power consumption
electricity utilization
processing
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陈沛华
贾陶
李井伸
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Dongguan Power Supply Bureau of Guangdong Power Grid Co Ltd
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Dongguan Power Supply Bureau of Guangdong Power Grid Co Ltd
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Abstract

The invention discloses a service scheduling method, a device, equipment and a storage medium, wherein the service scheduling method comprises the following steps: acquiring a power consumption work order in a power grid work order system, wherein the power consumption work order comprises power consumption feedback fed back by a power consumer, a power consumption business type to which the power consumption feedback belongs and a power supply service center for governing the power consumption behavior of the power consumer; generating a processing requirement adaptive to the emergency degree of the electricity utilization feedback and the type of the electricity utilization service; searching contact information of a work order transmission object of the power consumption work order from the power supply service center; combining the power utilization work order and the processing requirement into the power utilization processing suggestion; and sending the electricity utilization processing opinions to equipment associated with the work order delivery object according to the contact information so as to inform the work order delivery object to process the electricity utilization work orders according to the processing requirements. The problem of mistake and omission that operating personnel manual operation brought among the prior art is solved, realized the automated processing with the electric bill, the effectual accuracy and the reliability of guaranteeing to handle with the electric bill improves the treatment effeciency with the electric bill.

Description

Service scheduling method, device, equipment and storage medium
Technical Field
The embodiment of the invention relates to office automation technology, in particular to a service scheduling method, a service scheduling device, service scheduling equipment and a storage medium.
Background
Office Automation (OA) is a new office method combining modern office work and computer technology. By realizing office automation or digital office, the existing management organization structure can be optimized, the management system can be adjusted, the cooperative office capacity is increased on the basis of improving the efficiency, and the decision consistency is strengthened.
In the power grid work order system, work order audit and downloading become daily main work of service scheduling. In the process of auditing and downloading the work order of service scheduling, the work order information of the marketing system needs to be copied and pasted manually according to the requirements of a template to form processing opinion information, and then the work order is manually notified to a work order transfer object through a short message platform, an instant communication platform or a telephone traffic platform to process the work order.
The mode not only needs to consume a large amount of time and has low work order processing efficiency, but also is easy for operators to copy errors or omissions, and cannot ensure the real-time performance and reliability of work order processing.
Disclosure of Invention
The invention provides a service scheduling method, a service scheduling device, service scheduling equipment and a storage medium, which are used for rapidly and accurately scheduling a work order to be processed in a work order system.
In a first aspect, an embodiment of the present invention provides a service scheduling method, including:
acquiring a power consumption work order in a power grid work order system, wherein the power consumption work order comprises power consumption feedback fed back by a power consumption user, a power consumption business type to which the power consumption feedback belongs and a power supply service center for governing the power consumption behavior of the power consumption user;
generating a processing requirement adaptive to the emergency degree of the electricity utilization feedback and the type of the electricity utilization service;
searching contact information of a work order transfer object of the power consumption work order from the power supply service center;
combining the electricity consumption worksheet and the processing requirements into an electricity consumption processing opinion;
and sending the electricity utilization processing opinions to equipment associated with the work order delivery object according to the contact information so as to inform the work order delivery object to process the electricity utilization work order according to the processing requirement.
Optionally, before the obtaining of the power consumption order in the power grid work order system, the method further includes:
judging whether the power consumption work order exists in the work order system;
if the power consumption order exists, acquiring the power consumption order;
if the power consumption work order does not exist, the power grid work order system is reset, and the judgment of whether the power consumption work order exists in the power grid work order system is returned to be executed.
Optionally, the electricity consumption work order further includes a service label, the emergency degree includes a first level and a second level, the priority of the second level is higher than that of the first level, and the electricity consumption service type includes electricity consumption consultation, electricity consumption opinion, electricity consumption complaint, and other services except the electricity consumption consultation, the electricity consumption opinion, and the electricity consumption complaint;
the generating of the processing requirement adaptive to the emergency degree of the electricity feedback and the electricity service type comprises: step up
If the emergency degree is a first grade and the electricity utilization service type is the electricity utilization consultation, setting a first processing time limit as a processing requirement;
if the emergency degree is a first grade and the electricity utilization service type is the electricity utilization opinion, setting a second processing time limit as a processing requirement;
if the emergency degree is a first grade and the electricity utilization service type is the other service, setting a third processing time limit as a processing requirement;
if the emergency degree is a second grade or the electricity utilization service type is the electricity utilization complaint, setting a fourth processing time limit as a processing requirement;
and if the service tag is a grading tag, setting a fifth processing time limit as a processing requirement.
Optionally, the searching for the contact information of the work order transfer object of the power consumption work order from the power supply service center includes:
acquiring a work order transmission object list of the power supply service center;
searching technicians performing power utilization operation in the jurisdiction of the power supply service center in the work order transmission object list to serve as the work order transmission object;
and extracting the contact information of the technical staff from the work order transfer object list to be used as the contact information of the work order transfer object.
Optionally, the electricity consumption work order further includes contact information of the electricity consumer;
the step of combining the electricity consumption worksheet and the processing requirement into the electricity consumption processing opinion comprises the following steps:
extracting the electricity utilization feedback, the electricity utilization service type and the contact information of the electricity consumer in the electricity utilization worksheet;
and combining the electricity utilization processing opinions according to the emergency degree, the electricity utilization service type, the electricity utilization feedback, the contact information of the electricity consumer and the processing requirement.
Optionally, the sending the electricity utilization processing opinion to the equipment associated with the work order delivery object according to the contact information includes:
acquiring the emergency degree of the electricity consumption work order;
if the emergency degree is a first level, acquiring the electricity utilization service type;
if the electricity utilization service type belongs to a target type, the electricity utilization bill is sent to equipment related to the work order delivery object through any one of a first contact way, a second contact way and a third contact way according to the contact information, and the target type is a complaint type work order;
if the electricity utilization service type does not belong to the target type, the electricity utilization bill is sent to equipment related to the work order delivery object through a fourth contact way according to the contact information;
if the emergency degree is a second level, the electric work order is sent to the equipment related to the work order delivery object according to the contact information through any one of the first contact way, the second contact way or the third contact way;
the first contact way is instant messaging software and short messages, the second contact way is instant messaging software and telephones, the third contact way is instant messaging software, short messages and telephones, and the fourth contact way is instant messaging software.
Optionally, before the sending the electricity consumption processing opinion to the device associated with the work order delivery object according to the contact information, the method further includes:
displaying a plurality of display areas;
and displaying the electricity utilization processing opinions belonging to the same electricity utilization service type and the same emergency degree in the same display area.
In a second aspect, an embodiment of the present invention further provides a service scheduling apparatus, including:
the power consumption form acquisition module is used for acquiring a power consumption form in a power grid form system, wherein the power consumption form comprises a power consumption feedback fed back by a power consumption user, a power consumption business type to which the power consumption feedback belongs and a power supply service center for dominating the power consumption behavior of the power consumption user;
the generating module is used for generating a processing requirement adaptive to the emergency degree of the electricity utilization feedback and the type of the electricity utilization business;
the matching module is used for searching contact information of a work order transmission object of the power consumption work order from the power supply service center;
the combination module is used for combining the electricity utilization worksheet and the processing requirements into an electricity utilization processing opinion;
and the sending module is used for sending the electricity utilization processing opinions to equipment associated with the work order delivery object according to the contact information so as to inform the work order delivery object to process the electricity utilization work order according to the processing requirement.
In a third aspect, an embodiment of the present invention further provides a service scheduling apparatus, where the apparatus includes:
one or more processors;
a storage device for storing one or more programs,
when executed by the one or more processors, cause the one or more processors to implement a service scheduling method as described above.
In a fourth aspect, the embodiment of the present invention further provides a computer-readable storage medium, on which a computer program is stored, which when executed by a processor implements the service scheduling method as described above.
The invention generates adaptive processing requirements according to the emergency degree and the electricity utilization service type in the electricity utilization work order, finds out the contact information of the work order transmission object according to the power supply service center, combines the electricity utilization work order and the processing requirements into the electricity utilization processing suggestion, and finally sends the electricity utilization processing suggestion to the equipment related to the work order transmission object according to the contact information of the work order transmission object. The processing requirements are generated by utilizing the information matching in the electric work order, the contact information of the work order transmission object is matched, and the corresponding electric power utilization processing suggestions are generated, so that the automation of the electric work order is realized, the participation of operators in the judgment, screening and calling of the information of the electric work order and the generation of the electric power utilization processing suggestions is reduced, the problems of errors and omission caused by a large amount of manual operations of the operators are avoided, the accuracy and reliability of the electric power order downloading are effectively guaranteed, and the downloading efficiency of the electric work order is improved. And because the electricity utilization feedback and the processing requirements in the electricity utilization work order are contained in the electricity utilization processing suggestion, when the work order transmission object receives the electricity utilization processing suggestion, the content of the electricity utilization work order can be conveniently and quickly obtained, and the processing efficiency of the work order transmission object is improved.
Drawings
Fig. 1 is a flowchart of a service scheduling method according to a first embodiment of the present invention;
fig. 2 is a flowchart of a service scheduling method according to a second embodiment of the present invention;
fig. 3 is a schematic structural diagram of a service scheduling apparatus according to a third embodiment of the present invention;
fig. 4 is a schematic structural diagram of a service scheduling apparatus according to a fourth embodiment of the present invention.
Detailed Description
The present invention will be described in further detail with reference to the accompanying drawings and examples. It is to be understood that the specific embodiments described herein are merely illustrative of the invention and are not limiting of the invention. It should be further noted that, for the convenience of description, only some of the structures related to the present invention are shown in the drawings, not all of the structures.
Example one
Fig. 1 is a flowchart of a service scheduling method according to an embodiment of the present invention, where the present embodiment is applicable to a situation of scheduling a to-be-processed electric power bill in an electric grid work order system, and the method may be executed by a service scheduling apparatus, and specifically includes the following steps:
and S110, acquiring a power consumption work order in the power grid work order system, wherein the power consumption work order comprises power consumption feedback fed back by a power consumption user, a power consumption business type to which the power consumption feedback belongs and a power supply service center for governing the power consumption behavior of the power consumption user.
The power grid work order system is an operation and maintenance work order system, the traditional paper engineering form is changed into an electronic form, and operators perform receiving, assigning, processing, filing and other operations on various work orders according to a specified flow. The work order assignor can enter the power grid work order system to check the registered power consumption work orders, and sends the unprocessed power consumption work orders to corresponding work order transmission objects according to the registered information in the power consumption work orders to perform work order processing, so that the dispatching work of the power consumption work orders is realized.
The electricity consumption work order comprises information such as electricity consumption feedback fed back by the electricity consumption user, electricity consumption business types to which the electricity consumption feedback belongs, a power supply service center for governing electricity consumption behaviors of the electricity consumption user and the like. The work order assignor can assign the power consumption work orders to the work order transmission objects of the corresponding power supply service center to process the power consumption work orders according to the information in the power consumption work orders, and the dispatching work of the power consumption work orders is achieved. The electricity consumers are service objects of the power grid, including electricity utilization individuals and electricity utilization enterprises. The electricity utilization feedback is the opinions of consultation inquiry, fault report, electricity utilization report, complaint, report, opinion, suggestion and the like which are fed back to a service platform of the power grid by the power consumer through various channels. The electricity utilization service types are the types of electricity utilization feedback fed back by the electricity consumers in the power grid work order system, such as consultation query service, repair service, complaint service, report service, opinion service, suggestion service and the like. The power supply service center is a service center which is arranged in different cities and counties by an electric power company and is used for processing various problems encountered by power consumers in the corresponding cities and counties.
In this embodiment, the obtaining of the power consumption worksheet in the power grid worksheet system can be realized by logging in the power grid worksheet system and then exporting the information of the power consumption worksheet to the office form.
In the embodiment of the present invention, the form of acquiring the power consumption form is not limited to the above form, and for example, the information of the power consumption form in the power grid work form system may be directly acquired through an API (Application Programming Interface) provided by the power grid work form system, or the information of the power consumption form may be directly identified and acquired on a work form query Interface of the power grid work form system by using an image identification technology.
And step S120, generating a processing requirement adaptive to the emergency degree of the electricity utilization feedback and the electricity utilization service type.
Because different electricity utilization feedbacks have different emergency degrees, the electricity utilization worksheet can be divided into different emergency degrees according to the requirements of the electricity consumers and the electricity utilization feedbacks in the power grid worksheet system, and different processing time limits are correspondingly arranged. The processing time limit of the service corresponding to the same different electricity utilization service types is different. Further, the processing requirements mainly include processing time limits corresponding to different degrees of urgency and different traffic types.
Different processing time limits are set according to different emergency degrees by different electricity service types. Namely, different processing time limits are set for the power consumption bill according to the type and the emergency degree of the power consumption business. And when a new power consumption order is received, matching corresponding processing time limit according to the power consumption service type and the emergency degree, and setting the matched processing time limit as a processing requirement.
In addition, the processing requirements may include not only the processing time limit described above but also special requirements for the electricity consumption order of different urgency levels and electricity consumption service types. For example, for a power consumption work order with a relatively high level of urgency, after the power consumption processing person processes the work order, it is necessary to reflect the processing result to the power consumption user, determine whether the power consumption user is satisfied with the processing structure, and register related information in the power grid work order system. For different traffic types, with different notes, notes may be attached when generating the processing requirements. In addition, part of the key contents in the work requirement can be attached, for example, when the electricity consumption work order with the electricity utilization service type of electricity utilization consultation is processed, the electricity utilization feedback directly provided for the electricity consumption user needs to feed back a consultation result to the electricity consumption user.
And S130, searching contact information of a work order transfer object of the power consumption work order from the power supply service center.
The work order transmission object is a worker who is provided with a power supply service center. The power consumption work order needs to be transmitted to the power supply service center and processed by a work order transmission object. Before downloading, the work order transmission object for processing the power consumption work order needs to be determined, and the contact information of the work order transmission object is matched, so that the work order transmission object is informed to process the power consumption work order in time after the power consumption work order is downloaded.
In this embodiment, the contact information of the work order delivery object includes, but is not limited to, the name, contact phone, identification number, etc. of the work order delivery object.
Step S140, the electricity consumption work order and the processing requirement are combined into the electricity consumption processing opinion.
The electricity utilization processing suggestion is formed by combining the electricity utilization work order and the processing requirement, so that the work order transfer object can directly know the important information and the processing requirement in the electricity utilization work order from the electricity utilization processing suggestion, and the condition that the work order transfer object enters a power grid work order system to acquire the information of the electricity utilization work order is avoided. The combination mode of the electric power utilization treatment opinions can be various, and for example, the electric power utilization treatment opinions can be obtained by directly splicing the contents in the electric power utilization order and the treatment requirements. Or extracting partial information in the electric work order, and then combining the extracted information and the processing requirement into a whole text. In addition, other combinations that meet the use requirements of the embodiments of the present invention are also possible, and are not listed in detail here.
And S150, sending the electricity utilization processing opinions to equipment associated with the work order delivery object according to the contact information so as to inform the work order delivery object to process the electricity utilization work orders according to the processing requirements.
In the present embodiment, the device associated with the work order delivery object may be a portable device, a personal computer, or the like.
For the sending of the electricity utilization processing opinions, different sending modes can be distributed and sent to equipment related to the work order delivery object according to the emergency degree of the electricity utilization work order and the electricity utilization service type, so that the work order delivery object can be reliably informed of the electricity utilization work order with high emergency degree or short processing time limit.
For example, the electricity consumption order with high emergency degree or short processing time can be sent in a more reliable and timely mode, such as a short message platform and a telephone platform. The electric work orders with low emergency degree or long processing time can be sent through instant communication software in the power grid.
Compared with the prior art, the electricity utilization processing opinions are formed by judging, screening, copying and pasting the information of the electricity utilization work order through an operator, then the processing requirements and the work order transmission objects are determined according to the electricity utilization processing opinions, the information of the work order transmission objects is searched, and finally the work order transmission objects are notified through the notification platform to process the electricity utilization work order. The embodiment of the invention directly obtains the power consumption worksheet from the power grid worksheet system, generates the adaptive processing requirements according to the emergency degree and the power consumption service type in the power consumption worksheet, finds the contact information of a worksheet transmission object according to the power supply service center, combines the power consumption worksheet and the processing requirements into the power consumption processing suggestion, and finally sends the power consumption processing suggestion to the worksheet transmission object associated equipment according to the contact information of the worksheet transmission object. The problem of mistake and omission that a large amount of manual operation of operating personnel brought among the prior art is solved, the automated processing of power consumption worksheet has been realized, the effectual accuracy and the reliability of guaranteeing to handle with the worksheet, improve the treatment effeciency of power consumption worksheet.
Example two
Fig. 2 is a flowchart of a service scheduling method according to a second embodiment of the present invention, which is embodied on the basis of the foregoing embodiment, and includes the following steps:
and step S201, entering a work order system.
Step S202, judging whether the work order system has the power consumption work order.
If the electricity consumption work order exists, executing step S203;
if the electricity consumption worksheet does not exist, executing step S2021;
and step S2021, resetting the power grid work order system, and returning to execute the step S201.
And step S203, acquiring the electric power bill.
The monitoring mode of whether the power consumption worksheet exists in the worksheet system can be various, and illustratively, the status of the power consumption worksheet in the worksheet system is monitored through an API interface provided by the worksheet system. And when the situation that the power consumption electric order which is not downloaded does not exist in the monitoring process, acquiring the power consumption electric order state information in the work order system from the API of the work order system again. And when the power consumption worksheets which are not downloaded are monitored, obtaining the information of the monitored power consumption worksheets which are not downloaded from the worksheet system. Or, the display area of the to-be-processed electric work order in the work order system is monitored through pattern recognition, when a new to-be-processed work order exists, the to-be-processed electric work order is displayed in the display area and can be recognized, and therefore the next acquisition operation is executed. In addition, other forms of monitoring modes and power consumption order obtaining modes which meet the use requirements in the embodiments of the present invention may also be used, and are not listed in detail herein.
And step S204, generating a processing requirement adaptive to the emergency degree of the electricity utilization feedback and the electricity utilization service type.
There are many ways to generate the processing requirement, and for example, different processing time limits are set for the power consumption bill according to the type of the power consumption service and the degree of urgency. Namely, different processing time limits are set according to different emergency degrees for different electricity service types. And when a new power consumption order is received, matching corresponding processing time limit according to the power consumption service type and the emergency degree, and setting the matched processing time limit as a processing requirement. Specifically, step S204 may include the following steps:
step S2041, if the emergency degree is the first level and the electricity utilization service type is electricity utilization consultation, setting the first processing time limit as a processing requirement.
Step S2042, if the emergency degree is the first level and the electricity consumption service type is the electricity consumption opinion, setting the second processing time limit as the processing requirement.
Step S2043, if the emergency degree is the first level and the electricity consumption service type is other service, setting the third processing time limit as a processing requirement.
Step S2044, if the emergency degree is the second level or the electricity utilization service type is an electricity utilization complaint, setting a fourth processing time limit as a processing requirement;
and if the service tag is the upgrading tag, setting the fifth processing time limit as the processing requirement.
The power consumption work order also comprises a service label which plays a role in remarking the power consumption work order, marks whether the power consumption work order belongs to a first complaint, a second complaint, … …, a sixth complaint or 12398 early warning judgment work order, marks whether the power consumption work order belongs to a complaint work order, and after the repeated complaint work order submits material complaints through a power supply service center, the work order downloaded by the work order is degraded again. Wherein, the first complaint, the second complaint, … …, the sixth complaint or 12398 warning judgment work order is the grade label. For the electricity consumption work orders of the upgrading labels, the emergency degree is relatively high, and priority treatment is needed.
The degree of urgency is divided into a first level and a second level, and the second level has a higher priority than the first level. The electricity utilization service types are classified into electricity utilization consultation, electricity utilization opinion, electricity utilization complaint and other services except for the electricity utilization consultation, the electricity utilization opinion and the electricity utilization complaint. The other services comprise other services except electricity utilization consultation, electricity utilization opinion and electricity utilization complaint, and the first processing time limit, the second processing time limit, the third processing time limit and the fourth processing time limit are time requirements corresponding to the emergency degree and the electricity utilization service type and are used for limiting the processing time limit of the electricity utilization processor for processing the electricity utilization worksheet.
In this embodiment, the processing requirements of different power consumption orders are mainly different from each other in the requirements for processing time limit. That is, the processing time limit corresponding to the electricity consumption order of the electricity consumption service type and the emergency degree is different, wherein the processing time limit of the electricity consumption order of which the emergency degree is the second level or the electricity consumption service type is the electricity consumption complaint is relatively shortest. In this embodiment, the final processing requirement needs the power consumption processor to enter the power grid work order system, or consult the operation manual to determine the final processing flow requirement, where the processing requirement is mainly used to remind the work order transfer object to control the processing time limit of the power consumption work order, ensure that the power consumption work order can be smoothly transferred to the hands of the power consumption processor, and enable the power consumption processor to intuitively know the processing time limit of the power consumption tool from the processing requirement, so that the power consumption processor can reasonably arrange the processing time of the power consumption work order.
In other embodiments, in step S204, the method further includes comparing the obtained power consumption order with the derived historical power consumption order, determining a historical service type of the power consumption order, and determining whether the service type of the power consumption order is changed, that is, determining whether the power consumption order is a changed order, and adding a change prompt to the changed order in the processing request, for example: the complaint of electricity utilization is changed into the opinion of electricity utilization.
And S205, acquiring a work order transfer object list of the power supply service center.
In this embodiment, the obtaining manner of the work order transfer object list may be various, for example, the work order transfer object lists of different power supply service centers are stored in the power grid work order system, in step S204, an inquiry request is directly initiated to the power grid work order system, and the work order transfer object list of the power supply service center is obtained from the power grid work order system, so that the work order transfer object is determined subsequently, and the power consumption work order is downloaded to the hands of the corresponding power consumption handler for processing. Alternatively, a list of work order delivery objects of the power supply service center is stored in a server of the power supply service center. In addition, other forms of obtaining the list of work order delivery objects in the embodiments of the present invention are also possible, and are not listed in detail here.
And S206, searching technicians performing power utilization operation in the jurisdiction of the power supply service center in the work order transmission object list to serve as work order transmission objects.
And step S207, extracting the contact information of the technical staff from the work order delivery object list as the contact information of the work order delivery object.
After the list of the power consumption work order transfer objects of the power supply service center is obtained in step S205, a specific work order transfer object needs to be determined. When determining the work order transfer object, firstly, a technician of the work order service center needs to be queried according to the power supply service center corresponding to the power consumer, and secondly, a technician of the corresponding power supply service center who is performing power utilization operation needs to be determined, and the technician is determined as the work order transfer object. The technical personnel who do not carry out the operation such as vacation are avoided downloading with the electric work order to guarantee that the electric work order of downloading can obtain more immediate processing.
And S208, extracting the contact information of the electricity utilization feedback, the electricity utilization business type and the electricity consumption user in the electricity utilization work order.
And S209, combining the electricity utilization treatment opinions according to the emergency degree, the electricity utilization service type, the electricity utilization feedback, the contact information of the electricity consumer and the treatment requirement.
In this embodiment, the electricity consumption processing opinions for reminding the electricity consumption processor of the newly downloaded related information of the electricity consumption worksheet are generated by combining the order combination of the emergency degree, the electricity consumption service type, the electricity consumption feedback, the contact information of the electricity consumer and the processing requirements, so that the worksheet transfer object can conveniently and quickly acquire the related information of the electricity consumption service type, the electricity consumption feedback, the contact information of the electricity consumer, the processing requirements and the like of the electricity consumption worksheet, the confirmation work of the worksheet transfer object on the electricity consumption worksheet is reduced, and meanwhile, the occurrence of the conditions that the worksheet transfer object processes overtime or mistakes and omissions is avoided.
Step S210 displays a plurality of display areas.
Displaying a plurality of display areas may refer to setting an area on a user interface, where the display area may be used to display designated information, and an operator may visually see content in the display area and operate the content in the display area. In addition, the display area may be a user interface being operated by an operator, or may be a designated area in a designated display space, or may be a display manner in another form meeting the use requirement in the embodiment of the present invention, which is not listed in detail herein.
Illustratively, the number of display areas may correspond to the type of electricity usage and the degree of urgency.
And S211, displaying the electricity utilization processing opinions belonging to the same electricity utilization service type and the same emergency degree in the same display area.
For example, in order to distinguish the electricity utilization treatment opinions of different electricity utilization service types and the emergency degrees, the same electricity utilization service type and the same electricity utilization treatment opinion of the emergency degree are displayed in the same display area. In addition, each of the electric-use processing opinions may be individually displayed in one display area, and the number of the display areas may correspond to the number of the electric-use processing opinions.
In the embodiment of the invention, the operator can directly check and operate the electricity utilization processing opinions displayed in the display area. For example, the operator manually sends the electricity usage advice to the work order delivery object according to the contact information of the work order delivery object.
And step S212, sending the electricity utilization processing opinions to equipment associated with the work order delivery object according to the contact information so as to inform the work order delivery object to process the electricity utilization work orders according to the processing requirements.
In the present embodiment, the device associated with the work order delivery object may be a portable device, a personal computer, or the like.
For the sending of the electricity utilization processing opinions, different sending modes can be distributed and sent to equipment related to the work order delivery object according to the emergency degree of the electricity utilization work order and the electricity utilization service type, so that the work order delivery object can be reliably informed of the electricity utilization work order with high emergency degree or short processing time limit.
For example, the electricity consumption order with high emergency degree or short processing time can be sent in a more reliable and timely mode, such as a short message platform and a telephone platform. The electric work orders with low emergency degree or long processing time can be sent through instant communication software in the power grid. Specifically, step S212 may include the following steps:
step S2121, the emergency degree of the electric power consumption order is obtained.
And S2122, if the emergency degree is the first grade, acquiring the electric service type.
And S2123, if the electricity utilization business type belongs to the target type, sending the electricity utilization work order to the equipment related to the work order transmission object according to the contact information in any one of the first contact way, the second contact way and the third contact way, wherein the target type is a complaint work order.
And S2124, if the electricity utilization service type does not belong to the target type, sending the electricity utilization work order to the equipment related to the work order transfer object according to the contact information through a fourth contact way.
And S2125, if the emergency degree is the second level, sending the electric work order to the equipment related to the work order delivery object according to the contact information in any one of the first contact way, the second contact way and the third contact way.
In this embodiment, the first contact manner is instant messaging software and a short message, the second contact manner is instant messaging software and a telephone, the third contact manner is instant messaging software, a short message and a telephone, and the fourth contact manner is instant messaging software. The instant messaging software can also be replaced by mails.
In this embodiment, if the emergency degree of the electricity consumption work order is the first level and the electricity consumption service type belongs to the complaint work order, the electricity consumption processing opinion is sent to the work order delivery object through a short message and/or a telephone with higher reliability and timeliness, and then is sent to the associated equipment of the work order delivery object through the instant messaging software. If the emergency degree is the first grade and the electricity utilization service type is other than the complaint type work order, the electricity utilization processing suggestion is sent to the work order transfer object by instant messaging software or mails with higher economical efficiency. And if the emergency degree of the power consumption work order is of a second grade, the power consumption work order is consistent with the complaint work order, the power consumption processing opinions are sent to the work order transmission object through the short messages and/or the telephone which are more reliable and have stronger timeliness, and then the power consumption processing opinions are sent to the associated equipment of the work order transmission object through the instant messaging software.
For the power consumption work orders which need to be processed in time and have shorter processing time limit, the power consumption processing opinions are sent to the work order transmission object in a mode with stronger timeliness, such as short messages and/or telephones, so that the power consumption processing opinions can be effectively and accurately sent to the associated equipment of the work order transmission object in time, and the power consumption work orders are effectively processed in time. And for the power consumption bill with relatively loose processing time limit, instant communication software or mail with higher economical efficiency is selected for sending, so that the issuing cost of power consumption processing opinions can be effectively reduced on the premise of ensuring that the work order is informed to a work order delivery object.
According to the technical scheme, the work order system is monitored, so that a new work order can be timely discovered when arriving, and is downloaded. By using the emergency degree and the electricity utilization service type in the electricity utilization worksheet to match the sending mode of the electricity utilization treatment opinions, the electricity utilization worksheet with short time limit is sent to a worksheet transmission object in a mode with stronger timeliness such as a short message and/or a telephone, the electricity utilization treatment opinions can be effectively and accurately sent to the associated equipment of the worksheet transmission object in time, and the electricity utilization worksheets are effectively and timely processed. And for the power consumption bill with relatively loose processing time limit, instant communication software or mail with higher economical efficiency is selected for sending, so that the issuing cost of power consumption processing opinions can be effectively reduced on the premise of ensuring that the work order is informed to a work order delivery object. In addition, by displaying the generated electricity consumption processing opinions in different display areas, the operator can directly check and operate the electricity consumption processing opinions displayed in the display areas.
In order to make those skilled in the art better understand the embodiments of the present invention, the service scheduling method in the embodiments of the present invention is described below by way of specific examples.
And when the newly issued power consumption worksheet exists in the worksheet system, exporting the power consumption worksheet to the first Excel form through an API (application program interface) provided by the worksheet system. And displaying the serial number of the power consumption worksheet, the information of the power consumption user, the power consumption feedback, the power consumption service type, the power supply service center, the emergency degree, the service label and other information in a first Excel table in a listing manner. Exemplary, derived Excel tables are shown in table 1:
TABLE 1
Figure BDA0002555787170000171
And extracting the emergency degree and the electricity utilization service type corresponding to the electricity utilization work order in the first Excel table. And searching the processing time limit and the requirement corresponding to the emergency degree and the electricity utilization service type from the database by taking the emergency degree and the electricity utilization service type as keywords as processing requirements of the electricity utilization worksheet.
The database stores processing time limit and requirements corresponding to the emergency degree of the electric power consumption order and the electric service type.
For example, the electricity utilization feedback in table 1 is "voltage is unstable, which affects life and causes burning out of electric appliances, and the customer now requests the power supply department to properly handle", and the emergency degree is the first level, and the service type is the electricity utilization opinion. Then, the processing time limit found out from the database is "one hour", and the processing requirement is "make the first communication and pacifying work of contacting the client, and the reply result needs to clearly write the specific time and the contact of the first contact client", and the processing requirement is "please make the first communication and pacifying work of contacting the client within one hour after receiving the work order, and the reply result needs to clearly write the specific time and the contact of the first contact client".
And then, searching a work order transmission object corresponding to the power supply service center from the database according to the power supply service center in the power consumption work order. The contact information, such as telephone number and name, of the work order delivery object is matched.
And extracting the electricity utilization feedback, the electricity utilization service type and the contact information of the electricity consumers from the Excel table, and combining the electricity utilization feedback, the contact information of the electricity consumers and the processing requirements into an electricity utilization processing suggestion according to the sequence of the emergency degree, the electricity utilization service type, the electricity utilization feedback, the contact information of the electricity consumers and the processing requirements.
For example, the opinion of electricity utilization after combination of the electric power bills in table 1 is as follows: 00000000, the customer reflects unstable voltage, which affects life, causing burning out of electric appliances, and the current customer requires power supply department to properly handle. 1802758, Mr. X Mr. the work order has been passed down to the power supply service center of the calming zone for processing, please make the first communication and pacifying work of the contact client within one hour after receiving the work order, and the reply result needs to be written clearly the specific time and contact person of the first contact client. "C (B)
And then displaying the electricity utilization processing opinions in a designated display area. In addition, the matched work order transmission object information can be displayed in the same display area.
And then determining a sending mode of the power utilization processing requirement according to the emergency degree of the power utilization work order and the power utilization service type. In the above example, the emergency degree of the electricity consumption order is the first level, the electricity consumption service type is the electricity consumption opinion, and the matched mode is the fourth contact mode and is sent by the instant messaging software. Specifically, the instant messaging software can be WeChat, Tencent QQ or Nannetong.
And finally, automatically sending the data according to the matched sending mode, or sending the data to the equipment of the work order transfer object by an operator according to the matched sending method.
EXAMPLE III
A third embodiment of the present invention provides a service scheduling apparatus, and fig. 3 is a schematic structural diagram of the service scheduling apparatus provided in the third embodiment of the present invention, as shown in fig. 3, the apparatus includes:
the power consumption form acquiring module 301 is configured to acquire a power consumption form in the power grid form system, where the power consumption form includes a power consumption feedback fed back by a power consumer, a power consumption business type to which the power consumption feedback belongs, and a power supply service center that governs power consumption behaviors of the power consumer.
And the generating module 302 is used for generating processing requirements adaptive to the emergency degree of the electricity utilization feedback and the electricity utilization service type.
And the matching module 303 is configured to search the contact information of the work order transfer object of the power order from the power supply service center.
And the combination module 304 is used for combining the power utilization unit and the processing requirement into the power utilization processing opinion.
And the sending module 305 is configured to send the electricity utilization processing suggestion to the equipment associated with the work order delivery object according to the contact information, so as to notify the work order delivery object to process the electricity utilization work order according to the processing requirement.
Illustratively, in an embodiment of the present invention, before the power consumption order obtaining module 301, the method further includes:
the work order judging module is used for judging whether the power consumption work order exists in the work order system; if the power consumption order exists, acquiring the power consumption order; if the power consumption work order does not exist, the power grid work order system is reset, and whether the power consumption work order exists in the power grid work order system or not is judged in a return mode.
Illustratively, in one embodiment of the invention, the emergency degree comprises a first grade and a second grade, the second grade has a higher priority than the first grade, and the electricity utilization service type comprises electricity utilization consultation, electricity utilization opinion, electricity utilization complaint and other services;
the generating module 302 may include:
the first emergency degree judging unit is used for judging the emergency degree of the electric work order, and if the emergency degree is the first grade, the first electric service type judging unit is executed; and if the urgency degree is the second level, setting a fourth processing time limit as the processing requirement.
The first power consumption business type judging unit is used for judging the power consumption business type of the power consumption bill with the emergency degree of a first grade, and if the power consumption business type is power consumption consultation, the first processing time limit is set as a processing requirement; if the electricity utilization service type is the electricity utilization opinion, setting the second processing time limit as a processing requirement; if the electricity utilization service type is other services, setting the third processing time limit as a processing requirement; and if the electricity utilization service type is an electricity utilization complaint, setting the fourth processing time limit as a processing requirement.
The matching module 303 may include:
the list acquisition unit is used for acquiring a work order transmission object list of the power supply service center;
the searching unit is used for searching technicians performing power utilization operation in the jurisdiction of the power supply service center in the work order transmission object list as work order transmission objects;
and the contact information acquisition unit is used for extracting the contact information of the technical staff from the work order transfer object list as the contact information of the work order transfer object.
The utility bill may also include contact information for the power consumer, and the combination module 304 may include:
the extraction unit is used for extracting the electricity utilization feedback, the electricity utilization business type and the contact information of the electricity consumers in the electricity utilization worksheet;
and the combination unit combines the electricity utilization processing opinions according to the sequence of the electricity utilization service type, the electricity utilization feedback, the contact information of the electricity user and the processing requirement.
The sending module 305 may include:
the second emergency degree judging unit is used for acquiring the emergency degree of the power consumption order and judging the emergency degree of the power consumption order, and if the emergency degree is of a first grade, the second electric service type judging unit is executed to acquire the electric service type; and if the emergency degree is the second level, the power consumption work order is sent to the equipment related to the work order transmission object according to the contact information in any one of the first contact way, the second contact way and the third contact way.
The second electric service type judging unit is used for judging whether the electric service type belongs to a target type, if the electric service type belongs to the target type, the electric work order is sent to the equipment related to the work order transmission object according to the contact information in any one of the first contact way, the second contact way or the third contact way, and the target type is a complaint work order; and if the electricity utilization business type does not belong to the target type, sending the electricity utilization worksheet to worksheet transfer object-associated equipment through a fourth contact way according to the contact information.
The first contact way is instant communication software and short messages, the second contact way is instant communication software and telephone, the third contact way is instant communication software, short messages and telephone, and the fourth contact way is instant communication software.
Before the sending module 305, the following steps are also included:
a display unit that displays a plurality of display regions; and displaying the electricity utilization processing opinions belonging to the same electricity utilization service type and the same emergency degree in the same display area.
The service scheduling device provided by the embodiment of the invention can execute the service scheduling method provided by any embodiment of the invention, and has corresponding functional modules and beneficial effects of the execution method.
Example four
Fig. 4 is a schematic structural diagram of a service scheduling apparatus according to a fourth embodiment of the present invention, as shown in fig. 4, the service scheduling apparatus includes a processor 401, a memory 402, an input device 403, and an output device 404; the number of the processors 401 in the device may be one or more, and one processor 401 is taken as an example in fig. 4; the processor 401, the memory 402, the input device 403 and the output device 404 in the apparatus may be connected by a bus or other means, which is exemplified in fig. 4.
The memory 402 is used as a computer-readable storage medium for storing software programs, computer-executable programs, and modules, such as program modules corresponding to the theme update method in the embodiment of the present invention (for example, as shown in fig. 3, the power consumption form acquiring module 301, the generating module 302, the matching module 303, the combining module 304, and the sending module 305 in the service scheduling apparatus). The processor 401 executes various functional applications of the device and data processing by executing software programs, instructions, and modules stored in the memory 402, that is, implements the theme update method described above.
The memory 402 may mainly include a program storage area and a data storage area, wherein the program storage area may store an operating system, an application program required for at least one function; the storage data area may store data created according to the use of the terminal, and the like. Further, the memory 402 may include high speed random access memory, and may also include non-volatile memory, such as at least one magnetic disk storage device, flash memory device, or other non-volatile solid state storage device. In some examples, the memory 402 may further include memory located remotely from the processor 401, which may be connected to the device over a network. Examples of such networks include, but are not limited to, the internet, intranets, local area networks, mobile communication networks, and combinations thereof.
The input device 403 may be used to receive key signal inputs related to function control. The output device 404 may include a display device such as a display screen for displaying a plurality of display areas; and displaying the electricity utilization processing suggestions belonging to the same electricity utilization service type and the same emergency degree in the same display area.
EXAMPLE five
Fifth embodiment of the present invention further provides a storage medium readable by a computer, and having a computer program stored thereon, where the computer program is executed by a processor to implement the service scheduling method according to any of the above embodiments of the present invention.
Of course, the embodiment of the present invention provides a storage medium containing computer-readable instructions, whose computer-executable instructions are not limited to the operations of the method described above, but may also perform related operations in the service scheduling method provided in any embodiment of the present invention.
From the above description of the embodiments, it is obvious for those skilled in the art that the present invention can be implemented by software and necessary general hardware, and certainly, can also be implemented by hardware, but the former is a better embodiment in many cases. Based on such understanding, the technical solutions of the present invention may be embodied in the form of a software product, which may be stored in a computer-readable storage medium, such as a floppy disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a FLASH Memory (FLASH), a hard disk or an optical disk of a computer, and includes several instructions for enabling a computer device (which may be a personal computer, a server, or a network device) to execute the methods according to the embodiments of the present invention.
It should be noted that, in the embodiment of the service scheduling apparatus, each included unit and module are only divided according to functional logic, but are not limited to the above division as long as the corresponding functions can be implemented; in addition, specific names of the functional units are only for convenience of distinguishing from each other, and are not used for limiting the protection scope of the present invention.
It should be understood that portions of the present invention may be implemented in hardware, software, firmware, or a combination thereof. In the above embodiments, the various steps or methods may be implemented in software or firmware stored in memory and executed by suitable instruction execution devices. For example, if implemented in hardware, as in another embodiment, any one or combination of the following techniques, which are known in the art, may be used: a discrete logic circuit having a logic gate circuit for implementing a logic function on a data signal, an application specific integrated circuit having an appropriate combinational logic gate circuit, a Programmable Gate Array (PGA), a Field Programmable Gate Array (FPGA), or the like.
In the description herein, references to the description of the term "one embodiment," "some embodiments," "an example," "a specific example," or "some examples," etc., mean that a particular feature, structure, material, or characteristic described in connection with the embodiment or example is included in at least one embodiment or example of the invention. In this specification, the schematic representations of the terms used above do not necessarily refer to the same embodiment or example. Furthermore, the particular features, structures, materials, or characteristics described may be combined in any suitable manner in any one or more embodiments or examples.
It is to be noted that the foregoing is only illustrative of the preferred embodiments of the present invention and the technical principles employed. It will be understood by those skilled in the art that the present invention is not limited to the particular embodiments described herein, but is capable of various obvious changes, rearrangements and substitutions as will now become apparent to those skilled in the art without departing from the scope of the invention. Therefore, although the present invention has been described in greater detail by the above embodiments, the present invention is not limited to the above embodiments, and may include other equivalent embodiments without departing from the spirit of the present invention, and the scope of the present invention is determined by the scope of the appended claims.

Claims (10)

1. A method for scheduling services, comprising:
acquiring a power consumption work order in a power grid work order system, wherein the power consumption work order comprises power consumption feedback fed back by a power consumption user, a power consumption business type to which the power consumption feedback belongs and a power supply service center for governing the power consumption behavior of the power consumption user;
generating a processing requirement adaptive to the emergency degree of the electricity utilization feedback and the type of the electricity utilization service;
searching contact information of a work order transfer object of the power consumption work order from the power supply service center;
combining the electricity consumption worksheet and the processing requirements into an electricity consumption processing opinion;
and sending the electricity utilization processing opinions to equipment associated with the work order delivery object according to the contact information so as to inform the work order delivery object to process the electricity utilization work order according to the processing requirement.
2. The service scheduling method according to claim 1, further comprising, before the obtaining of the power consumption order in the power grid work order system:
judging whether the power consumption work order exists in the work order system;
if the power consumption order exists, acquiring the power consumption order;
if the power consumption work order does not exist, the power grid work order system is reset, and the judgment of whether the power consumption work order exists in the power grid work order system is returned to be executed.
3. The service scheduling method according to claim 1, wherein the electricity consumption order further includes a service label, the emergency degree includes a first level and a second level, the second level has a higher priority than the first level, and the electricity consumption service type includes electricity consumption consultation, electricity consumption advice, electricity consumption complaint, and other services except the electricity consumption consultation, the electricity consumption advice, and the electricity consumption complaint;
the generating of the processing requirement adaptive to the emergency degree of the electricity feedback and the electricity service type comprises:
if the emergency degree is a first grade and the electricity utilization service type is the electricity utilization consultation, setting a first processing time limit as a processing requirement;
if the emergency degree is a first grade and the electricity utilization service type is the electricity utilization opinion, setting a second processing time limit as a processing requirement;
if the emergency degree is a first grade and the electricity utilization service type is the other service, setting a third processing time limit as a processing requirement;
if the emergency degree is a second grade or the electricity utilization service type is the electricity utilization complaint, setting a fourth processing time limit as a processing requirement;
and if the service tag is a grading tag, setting a fifth processing time limit as a processing requirement.
4. The service scheduling method according to claim 1, wherein the searching for the contact information of the work order delivery object of the power consumption work order from the power supply service center includes:
acquiring a work order transmission object list of the power supply service center;
searching technicians performing power utilization operation in the jurisdiction of the power supply service center in the work order transmission object list to serve as the work order transmission object;
and extracting the contact information of the technical staff from the work order transfer object list to be used as the contact information of the work order transfer object.
5. The service scheduling method of claim 1 wherein the electricity utility bill further comprises contact information of the electricity consumer;
the step of combining the electricity consumption worksheet and the processing requirement into the electricity consumption processing opinion comprises the following steps:
extracting the emergency degree, the electricity utilization feedback, the electricity utilization service type and the contact information of the electricity consumer in the electricity utilization work order;
and combining the electricity utilization processing opinions according to the emergency degree, the electricity utilization service type, the electricity utilization feedback, the contact information of the electricity consumer and the processing requirement.
6. The service scheduling method of claim 1, wherein the sending the electricity usage handling opinion to the work order delivery object associated device according to the contact information comprises:
acquiring the emergency degree of the electricity consumption work order;
if the emergency degree is a first level, acquiring the electricity utilization service type;
if the electricity utilization service type belongs to a target type, the electricity utilization bill is sent to equipment related to the work order delivery object through any one of a first contact way, a second contact way and a third contact way according to the contact information, and the target type is a complaint type work order;
if the electricity utilization service type does not belong to the target type, the electricity utilization bill is sent to equipment related to the work order delivery object through a fourth contact way according to the contact information;
if the emergency degree is a second level, the electric work order is sent to the equipment related to the work order delivery object according to the contact information through any one of the first contact way, the second contact way or the third contact way;
the first contact way is instant messaging software and short messages, the second contact way is instant messaging software and telephones, the third contact way is instant messaging software, short messages and telephones, and the fourth contact way is instant messaging software.
7. The service scheduling method according to any one of claims 1 to 6, wherein before the sending the electricity usage handling opinion to the work order delivery object associated device according to the contact information, the method further comprises:
displaying a plurality of display areas;
and displaying the electricity utilization processing opinions belonging to the same electricity utilization service type and the same emergency degree in the same display area.
8. A service scheduling apparatus, comprising:
the power consumption form acquisition module is used for acquiring a power consumption form in a power grid form system, wherein the power consumption form comprises a power consumption feedback fed back by a power consumption user, a power consumption business type to which the power consumption feedback belongs and a power supply service center for dominating the power consumption behavior of the power consumption user;
the generating module is used for generating a processing requirement adaptive to the emergency degree of the electricity utilization feedback and the type of the electricity utilization business;
the matching module is used for searching contact information of a work order transmission object of the power consumption work order from the power supply service center;
the combination module is used for combining the electricity utilization worksheet and the processing requirements into an electricity utilization processing opinion;
and the sending module is used for sending the electricity utilization processing opinions to equipment associated with the work order delivery object according to the contact information so as to inform the work order delivery object to process the electricity utilization work order according to the processing requirement.
9. A service scheduling apparatus, characterized in that the apparatus comprises:
one or more processors;
a storage device for storing one or more programs,
when executed by the one or more processors, cause the one or more processors to implement the service scheduling method of any one of claims 1-7.
10. A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the service scheduling method according to any one of claims 1 to 7.
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