山东电力高等专科学校学报

95598作为国家电网公司24小时服务热线,承担着故障报修、投诉举报、咨询查询等话务服务工作。2012年国家电网公司决定将所属26个省(27家省电力公司)的95598集中运营,所有运营数据集中在国网公司,省公司内部用于分析管理的数据出现断缺,不能及时掌握95598业务的运转情况,不利于省公司从实际情况出发解决电力服务问题。本文主要是以完善95598运营数据的前提下,研究建立95598业务处理实时化、全程化、系统化综合管理体系,实现多维度的服务监控展示,形成敏感信息报备机制,完善运行监控预警、通知机制,建成功能完备自定义报表模块。

As the 24-hour hotline of State Grid Corporation of China,95598 assumes malfunction service,complaints report,consulting inquiries and other telephone traffic services.In 2012,State Grid Corporation of China decided to centralize the operation of 95598 subordinate to 26 provinces(27 provincial electric power company),and all operational data focused on the State Grid Corporation.The shortage in data for analytical management within provincial companies made the service behavior of 95598 business not to be grasped timely,which was not conducive to provincial companies to solve the problem of electrical services according to the local conditions.Under the premise of improving 95598 operational data,this article studies to establish an integrated management system for real-time,whole-process and systematic 95598 business process,realize multi-dimensional service monitoring display,form reporting mechanism for sensitive information,improve operation monitoring and early warning and set up a full-featured customized report module.