电力企业客户服务中心系统建设

CUSTOMER SERVICE CENTER SYSTEM OF ELECTRIC POWER ENTERPRISE

客户服务中心在金融和电信领域已有广泛的应用 ,在电力企业还是一个新领域。文中从Call Center的发展历史出发 ,分析了当前电力客户服务中存在的问题 ,给出了电力企业客户服务中心的体系结构 ,以及客户服务中心系统与用电管理信息系统、配电自动化系统、地理信息系统的关系。在此基础上介绍了建立一个电力企业客户服务中心应当考虑的内容 ,并且对电力企业客户服务中心将要完成的功能进行说明 ,强调了客户服务中心在电力企业市场化进程中的重要作用。

Customer service center (CSC) has been widely used in many fields such as commercial and telecom services, but itis a new area in power system. In this paper, the problems existing in the present electrical customer services are analyzed.The frame and the feature of the power CSC, a full scheme of the power CSC and its relationships with managementin formation system (MIS). distribution management system (DMS) and geographical information system (GIS) arepresented. The power CSC plays an important role in Chinese electricity market. The CSC will be a bridge between powersupplier and electrical customer.