配电网故障抢修流程透明化的研究

Research on Transparency of Fault Emergency Repair Process in Distribution Network

针对95598客服中心配电网故障抢修在现有电话渠道受理的模式下,由于地域语言差异、客户高峰访问时电话受理数受限、实时抢修互动信息无法及时反馈给报修用户,导致信息交互不及时、抢修信息反馈滞后和人性化服务较差等问题。本文基于互联网及智能电网的应用,开展配电网抢修流程透明化研究,打开了服务窗口新模式,可有效提高客户诉求响应效率和诉求精准定位,全面提升客户全新的优质服务体验。

In view of the 95598 customer service center distribution network fault emergency repair,under the existing telephone channel acceptance mode,due to regional language differences,the number of telephone acceptances during peak customer visits is limited,real-time emergency repair interaction information can not be timely fed back to the repair users,resulting in delayed information interaction,delayed emergency repair information feedback,poor humanized service and other problems.This paper based on the internet and smart grid application,the research on transparency of distribution network emergency repair process has opened a new mode of service window,which can effectively improve the response efficiency and precise positioning of customers'demands,and comprehensively enhance customers'new high-quality service experience.