基于闭环管理的信息运行呼叫中心建设及应用

Construction of Information Maintenance Call Center Based on the Closedloop Management and Its Application

加强信息建设要着眼于提高信息系统的应用水平,提升用户服务满意度。目前国家电网公司已经实现了应用系统的统一化和高度集成,避免了"信息孤岛"现象,当务之急是破解"重建设、轻应用"的顽疾,深化对现有信息系统的应用。甘肃公司通过建立统一的信息运行呼叫中心,推进信息客服化、标准化管理,提升公司信息系统客户服务水平,实现信息系统建设与应用的统一。通过信息运行呼叫中心建设,为公司信息运行服务提供统一的接入平台和规范的处理流程,提高信息运行工作效率与服务质量,降低运营成本,为信息系统深化应用提供稳定、高效的运行服务保障。

Informatization construction should focus on improving the application level of information systems and customer service satisfaction. State Grid Corporation of China has achieved the unification and integration of application systems to avoid information island. Thus, an urgent task is to solve the issue that construction paid more attentions and application ignored in order to deepen the applications of information systems. To do this, GanSu Electric Power Corporation establishes a unified information maintenance call center to promote standardized management of information service, enhance the company＇s customer service level of information systems, and achieve the unification of the construction and application of information systems. The information maintenance call center provides a unified access platform and standardized process for information service, improves operation efficiency and service quality, reduces operation costs, and provides stable, efficient operation service supports for deepening the applications of information systems.