A service terminal capable of improving online state grid service experience and a method for using the same

Abstract

The present invention discloses a service terminal capable of improving the online state grid service experience, relates to the technical field of service terminals, and includes a project reserve module, a business acceptance module, a collaborative operation module, and a performance evaluation module, wherein the project reserve module is connected to the business acceptance module via a signal line, the business acceptance module is connected to the collaborative operation module via a signal line, the collaborative operation module is connected to the performance evaluation module via a signal line, the project reserve module includes a government affairs collaborative unit, a project reserve unit, and a customer interaction unit, the business acceptance module includes a government affairs collaborative unit, a business acceptance unit, and a customer interaction unit, and the business acceptance module includes a department collaborative unit, a government affairs collaborative unit, a business acceptance unit, and a customer interaction unit. The present invention can meet all the needs of customers, improve the customer's online service experience, and greatly increase the service efficiency of the online state grid.

Description

Technical Field

[0001] The present invention relates to the technical field of service terminals, and in particular to a service terminal capable of improving online state grid service experience and a method for using the service terminal. Background Art

[0002] The Online State Grid App is the official unified online service portal of State Grid Corporation of China. It integrates five major usage scenarios: "residential, electric vehicles, shops, enterprises and institutions, and new energy", and provides high and low voltage residential new installation, enterprise new installation, charging pile registration, online electricity application, information inquiry, electricity bill payment, energy consumption analysis, energy efficiency diagnosis, charging pile search, new photovoltaic installation, fault reporting, energy efficiency service, online customer service, invoice download and other services.

[0003] Online State Grid service customers generally enter through service terminals. The existing service terminals are not yet fully constructed, and customers have a poor experience when using self-service. This has led to an increasing number of customers being unwilling to accept this service approach, increasing the service pressure on counter staff. Therefore, there is room for improvement. Summary of the invention

[0004] The purpose of the present invention is to solve the shortcomings of the prior art and propose a service terminal and a method for using the same that can improve the online state grid service experience. The advantages of the present invention are that it can meet all the needs of customers, improve the customer's online service experience, and greatly increase the service efficiency of the online state grid.

[0005] In order to achieve the above object, the present invention adopts the following technical solutions:

[0006] A service terminal capable of improving the online State Grid service experience comprises a project reserve module, a business acceptance module, a collaborative operation module and a performance evaluation module, wherein the project reserve module is connected to the business acceptance module via a signal line, the business acceptance module is connected to the collaborative operation module via a signal line, the collaborative operation module is connected to the performance evaluation module via a signal line, the project reserve module comprises a government affairs collaboration unit, a project reserve unit and a customer interaction unit, the business acceptance module comprises a government affairs collaboration unit, a business acceptance unit and a customer interaction unit, the business acceptance module comprises a department collaboration unit, a government affairs collaboration unit, a business acceptance unit and a customer interaction unit, and the performance evaluation module comprises a customer interaction unit and a performance evaluation unit.

[0007] The present invention is further configured such that the project reserve module can be implemented in five steps: acquisition of business expansion reserve information, on-site service, advance editing and review of power supply plans, pre-implementation of supporting projects, and immediate response to power supply plans. Connecting to the project construction approval platforms of governments at all levels, collecting project information through multiple channels such as government platform push, on-site collection by administrative service centers, acquisition of government-related meetings, visits by customer managers, and connection during temporary power application, etc., pre-editing and reviewing business expansion supporting plans for projects included in the business expansion reserve, rollingly incorporating them into power grid planning, and starting supporting project construction in advance to meet the formal power supply conditions in advance.

[0008] The present invention is further configured as follows: the business expansion reserve information acquisition is used to open up a data interface with the government engineering construction project approval platform, the government platform directly pushes the project electricity demand information to the company, and directly initiates the business expansion project reserve process in the system; the on-site service is used for business expansion projects acquired in advance, and the account manager should provide door-to-door service in a timely manner, and inquire about the customer's electricity demand and registration intention face to face; for customers who clearly express their intention to submit construction or formal electricity applications, the account manager should collect funds on the spot and convert the business expansion project reserve process into a formal registration process; the advance editing and review of the power supply plan is used for projects that are not formally accepted for the time being, and the editing and review of temporary electricity plans and formal electricity business expansion supporting plans can be carried out in advance; the pre-implementation of the supporting project is used for projects included in the business expansion reserve library, and the system can automatically generate a plan notice, which will be delivered to the customer by the local account manager to explain the relevant terms face to face; the power supply plan immediate answer is used for projects included in the business expansion reserve library, and when the marketing system formally accepts the business, the power supply plan is directly called and generated according to the project number to achieve an immediate answer to the plan.

[0009] The present invention is further configured such that the business acceptance module can be implemented in four steps: business expansion standard template, offline business hall diversion, third-party service channel acceptance and realization of "one card for all". Optimize online business diversion and increase the online channel handling rate; break through the information barriers with government agencies and various public service industries, broaden service channels to realize "third-party channels"; strengthen government data sharing, optimize business processes, and improve service quality to realize "one card for all".

[0010] The present invention is further configured as follows: the business expansion standard template is used to establish a business expansion application standard template, which is provided to processing personnel for reference and modification to assist in speeding up the processing speed; the offline business hall drainage is used to add an online channel drainage QR code one-click generation and push function in the business hall, self-service equipment, and on-site mobile operation terminals, guiding customers to use "Online State Grid" APP, WeChat and other online channels to handle business; the third-party service channel acceptance is used to open up the government service network and power business system data interface of the municipal (county) administrative service center, street, community, and village convenience service center, and the power business is handled at the "undifferentiated acceptance" window of the government service network and the government comprehensive self-service terminal; for other third-party service channels, business expansion is realized in an H5 embedded manner, and a typical business acceptance interface is unified for third-party channel integration; when the "one-card-for-all" is used for business application, the identity card information is read with the help of OCR scanning technology, and the information is directly filled in the application work order; after the consent of the head of the household, the business processing platform can obtain the associated real estate certificate information, household registration book information and low-income household information from the government data platform through the head of the household ID card, and the customer does not need to provide other related paper materials.

[0011] The present invention is further configured such that the collaborative operation module can be implemented in six steps: low-voltage business expansion "three zero" operation, business expansion work order intelligent dispatch, power supply plan auxiliary preparation, customer engineering standardization construction, supporting engineering information sharing and business expansion access intelligent management. Further optimize the low-voltage customer on-site operation mode, promote zero-site, zero-approval, zero-investment "three zero" services, carry out customer-demand-centered information system transformation and integration work, effectively integrate the business flow, information flow and data flow of the entire business expansion process, and support the process control, analysis and judgment and work evaluation of the entire business expansion process.

[0012] The present invention is further configured as follows: the "three zero" operation of low-voltage business expansion is implemented in two steps: self-service determination of meter installation location and innovative mobile operation terminal application; the intelligent dispatching of business expansion work orders is implemented in two steps: order grabbing application and intelligent dispatching; the auxiliary preparation of power supply plans is implemented in two steps: power grid resource sharing and power supply plan modularization; the standardized construction of customer projects is implemented in two steps: typical design application and customer project management and control; the supporting project information sharing is implemented in two steps: optimizing business expansion supporting processes and synchronizing project construction information; the business expansion access intelligent management is implemented in two steps: optimizing power outage (supply) management and intelligent balancing of power outage plans.

[0013] The present invention is further configured such that the performance evaluation module is implemented in two steps: evaluation of the entire business expansion process and evaluation of customer electricity application experience.

[0014] The present invention is further configured such that the evaluation of the entire process of business expansion is used to realize tracking and control of the entire process on the business expansion full process control platform based on the time limit requirements of the State Grid and relying on the data sharing of various systems. A time limit control mode based on the customer contract system is introduced, and the calendar time required to complete each link is automatically reversed according to the customer's intended power connection time specified in the contract, and an early warning is given in advance. The customer's power handling experience evaluation is used to build an evaluation system covering all aspects of power handling. A new WeChat interactive power handling evaluation is added, combined with 95598 return visits and third-party evaluations, to comprehensively realize the customer's satisfaction evaluation of the main business, collective enterprises or other contracting units in the main links of power handling. Customer evaluation is divided into link evaluation and overall evaluation. Link evaluation can be evaluated after each interactive link is completed, and overall evaluation is carried out after all processes are completed.

[0015] A method for using a service terminal capable of improving online state grid service experience comprises the following steps:

[0016] S1: First, use the project reserve module to connect to the project construction approval platforms of governments at all levels, collect project information through multiple channels such as government platform push, administrative service center stationed collection, government-related meeting acquisition, customer manager visits, and connection when applying for temporary electricity use. For projects included in the business expansion reserve pool, prepare and review the business expansion supporting plan in advance, roll it into the power grid planning, start the supporting project construction in advance, and meet the formal power supply conditions in advance;

[0017] S2: Use the business acceptance module to optimize online business flow, break through information barriers with government agencies and various public service industries, broaden service channels to achieve "third-party channels", strengthen government data sharing, optimize business processes, and achieve "one-card-for-all";

[0018] S3: Use the collaborative operation module to further optimize the on-site operation mode of low-voltage customers, implement the "three zero" services of zero door-to-door visits, zero approvals, and zero investment, carry out information system transformation and integration work centered on customer needs, effectively integrate the business flow, information flow, and data flow of the entire business expansion process, and support the process control, analysis, judgment, and work evaluation of the entire business expansion process;

[0019] S4: Use the performance evaluation module to implement the tracking and control of the entire process in the business expansion full process control platform according to the time limit requirements of the State Grid, rely on the data sharing of various systems, introduce the time limit control mode of the customer contract system, automatically reverse the calendar time for each link to be completed according to the customer's intended power connection time specified in the contract, and issue early warnings in advance. Revise the original early warning indicators in the business expansion full process control platform, and add the total time warning of the business expansion process of each voltage level. Among them, low-voltage and 10 kV business expansion projects are based on the total time requirements specified in the two-year action plan of the State Grid, and 35 kV and above are warned according to the average total time of last year. The control platform automatically initiates the early warning supervision process and SMS notifications to the corresponding department's collaborative processing personnel according to the early warning level. The urged department verifies and handles the supervision information and gives feedback. After the early warning link is completed, the system automatically cancels the change;

[0020] S5: Added WeChat interactive electricity service evaluation, combined with 95598 return visits and third-party evaluation, to comprehensively realize customer satisfaction evaluation on the main business, collective enterprises or other contracting units in the main links of electricity service. Customer evaluation is divided into link evaluation and overall evaluation. Link evaluation can be evaluated after each interactive link is completed, and overall evaluation is carried out after all processes are completed. The evaluation information fed back from multiple channels is summarized and has statistical functions. Evaluation information is filtered by specifying keywords such as account manager, design unit, construction unit, etc. The evaluation score serves as an important indicator of quality service level and account manager performance evaluation. The overall evaluation of the design and construction unit can be published regularly as one of the basis for customers to choose design and construction units.

[0021] The beneficial effects of the present invention are as follows: the service terminal that can improve the online State Grid service experience realizes reserve project management micro-applications, customer interaction micro-applications, performance evaluation micro-applications, customer manager workbench micro-applications, and business expansion management and control display micro-applications by constructing a new model business architecture system composed of a project reserve module, a business acceptance module, a collaborative operation module, and a performance evaluation module. At the same time, it realizes business acceptance, power supply plans, supporting engineering management, power outage plan management and other business function transformations, and realizes project management, customer management and personal center on the customer's mobile terminal at the same time. Through integration with the operation and maintenance professional business system, the online process of reserve projects, developable capacity, and power outage plans is connected, which can meet all customer needs, improve customers' online service experience, and greatly increase the online State Grid service efficiency. BRIEF DESCRIPTION OF THE DRAWINGS

[0022] Figure 1 This is a schematic diagram of the overall structure of a service terminal proposed by the present invention that can improve the online State Grid service experience;

[0023] Figure 2 This is a schematic diagram of the structure of a project reserve module of a service terminal proposed by the present invention that can improve the online state grid service experience;

[0024] Figure 3 This is a schematic diagram of the business acceptance module structure of a service terminal proposed by the present invention that can improve the online state grid service experience;

[0025] Figure 4 This is a schematic diagram of the collaborative operation module structure of a service terminal proposed by the present invention that can improve the online state grid service experience;

[0026] Figure 5 This is a schematic diagram of the performance evaluation module structure of a service terminal proposed by the present invention that can improve the online State Grid service experience. DETAILED DESCRIPTION

[0027] The technical solution of this patent is further described in detail below in conjunction with specific implementation methods.

[0028] Reference Figure 1-5 A service terminal that can improve the online State Grid service experience includes a project reserve module, a business acceptance module, a collaborative operation module and a performance evaluation module. The project reserve module is connected to the business acceptance module through a signal line, the business acceptance module is connected to the collaborative operation module through a signal line, and the collaborative operation module is connected to the performance evaluation module through a signal line. The project reserve module includes a government affairs collaboration unit, a project reserve unit and a customer interaction unit. The business acceptance module includes a government affairs collaboration unit, a business acceptance unit and a customer interaction unit. The business acceptance module includes a department collaboration unit, a government affairs collaboration unit, a business acceptance unit and a customer interaction unit. The performance evaluation module includes a customer interaction unit and a performance evaluation unit.

[0029] In this embodiment, the project reserve module can be implemented in five steps: acquisition of business expansion reserve information, on-site service, advance editing and review of power supply plans, pre-implementation of supporting projects, and immediate response to power supply plans. Connect with the project construction approval platforms of governments at all levels, collect project information through multiple channels such as government platform push, on-site collection by administrative service centers, acquisition of government-related meetings, visits by customer managers, and connection when applying for temporary electricity. For projects included in the business expansion reserve library, advance editing and review of business expansion supporting plans are carried out, and they are rolled into the power grid planning, supporting project construction is started in advance, and formal power supply conditions are met in advance.

[0030] In this embodiment, the acquisition of business expansion reserve information is used to open up the data interface with the government engineering construction project approval platform. The government platform directly pushes the project electricity demand information to the company and directly initiates the business expansion project reserve process in the system. On-site service is used for business expansion projects acquired in advance. The customer manager should provide door-to-door service in a timely manner and inquire about the customer's electricity demand and registration intention face to face. For customers who clearly express their intention to submit construction or formal electricity application, the customer manager should collect funds on the spot and convert the business expansion project reserve process into a formal registration process. The advance editing and review of power supply plans is used for projects that are not formally accepted for the time being. The editing and review of temporary power plans and formal power expansion supporting plans can be carried out in advance. The pre-implementation of supporting projects is used for projects included in the business expansion reserve library. The system can automatically generate a plan notice, which will be delivered to the customer by the local customer manager to explain the relevant terms face to face. The immediate answer to the power supply plan is used for projects included in the business expansion reserve library. When the marketing system formally accepts the business, the power supply plan is directly called and generated according to the project number to achieve an immediate answer to the plan.

[0031] In this embodiment, the business acceptance module can be divided into four steps: business expansion standard template, offline business hall diversion, third-party service channel acceptance and realization of "one card for all". Optimize online business diversion and increase the online channel processing rate; break through the information barriers with government agencies and various public service industries, broaden service channels to realize "third-party channels"; strengthen government data sharing, optimize business processes, and improve service quality to realize "one card for all".

[0032] In this embodiment, the business expansion standard template is used to establish a business expansion application standard template, which is provided to the processing personnel for reference and modification to assist in speeding up the processing speed. The offline business hall diversion is used to add the one-click generation and push function of the online channel diversion QR code in the business hall, self-service equipment, and on-site mobile operation terminals, and guide customers to use the "Online State Grid" APP, WeChat and other online channels to handle business. The third-party service channel acceptance is used to connect the government service network and the power business system data interface of the municipal (county) administrative service center, street, community, and village convenience service center. The power business is handled at the "undifferentiated acceptance" window of the government service network and the government comprehensive self-service terminal. For other third-party service channels, business expansion is achieved in an H5 embedded manner, and a typical business acceptance interface is unified for integration by third-party channels to achieve "one-card-for-all". When applying for business, the identity card information is read with the help of OCR scanning technology, and the information is directly filled in the application work order. After the consent of the head of the household, the business processing platform can obtain the associated real estate certificate information, household registration information and low-income household information from the government data platform through the head of the household ID card, and the customer does not need to provide other related paper materials.

[0033] In this embodiment, the collaborative operation module can be implemented in six steps: low-voltage business expansion "three zero" operation, business expansion work order intelligent dispatch, power supply plan auxiliary preparation, customer engineering standardization construction, supporting engineering information sharing and business expansion access intelligent management. Further optimize the low-voltage customer on-site operation mode, promote zero door-to-door, zero approval, zero investment "three zero" services, carry out customer demand-centered information system transformation and integration work, effectively integrate the business flow, information flow and data flow of the entire business expansion process, and support the process control, analysis and judgment and work evaluation of the entire business expansion process.

[0034] In this embodiment, the "three zero" operation of low-voltage business expansion is implemented in two steps: self-service determination of meter installation location and innovative mobile operation terminal application. The intelligent dispatch of business expansion work orders is implemented in two steps: order grabbing application and intelligent dispatching. The auxiliary preparation of power supply plans is implemented in two steps: grid resource sharing and power supply plan modularization. The standardized construction of customer projects is implemented in two steps: typical design application and customer project management and control. The sharing of supporting project information is implemented in two steps: optimizing business expansion supporting processes and synchronizing project construction information. The intelligent management of business expansion access is implemented in two steps: optimizing power outage (supply) management and intelligent balancing of power outage plans.

[0035] In this embodiment, the performance evaluation module is implemented in two steps: evaluation of the entire business expansion process and evaluation of customer electricity application experience.

[0036] In this embodiment, the evaluation of the entire process of business expansion is used to realize the tracking and control of the entire process on the business expansion full process control platform based on the time limit requirements of the State Grid and relying on the data sharing of various systems. The time limit control mode of the customer contract system is introduced. According to the customer's intended power connection time specified in the contract, the calendar time to be completed in each link is automatically reversed, and early warning is given in advance. The customer's power handling experience evaluation is used to build an evaluation system covering the entire power handling process. A new WeChat interactive power handling evaluation is added. Combined with 95598 return visits and third-party evaluations, the customer's satisfaction evaluation of the main business, collective enterprises or other contracting units in the main power handling process is comprehensively realized. The customer evaluation is divided into link evaluation and overall evaluation. Link evaluation can be evaluated after each interactive link is completed, and the overall evaluation is carried out after all processes are completed.

[0037] A method for using a service terminal capable of improving online state grid service experience comprises the following steps:

[0038] S1: First, use the project reserve module to connect to the project construction approval platforms of governments at all levels, collect project information through multiple channels such as government platform push, administrative service center stationed collection, government-related meeting acquisition, customer manager visits, and connection when applying for temporary electricity use. For projects included in the business expansion reserve pool, prepare and review the business expansion supporting plan in advance, roll it into the power grid planning, start the supporting project construction in advance, and meet the formal power supply conditions in advance;

[0039] S2: Use the business acceptance module to optimize online business flow, break through information barriers with government agencies and various public service industries, broaden service channels to achieve "third-party channels", strengthen government data sharing, optimize business processes, and achieve "one-card-for-all";

[0040] S3: Use the collaborative operation module to further optimize the on-site operation mode of low-voltage customers, implement the "three zero" services of zero door-to-door visits, zero approvals, and zero investment, carry out information system transformation and integration work centered on customer needs, effectively integrate the business flow, information flow, and data flow of the entire business expansion process, and support the process control, analysis, judgment, and work evaluation of the entire business expansion process;

[0041] S4: Use the performance evaluation module to implement the tracking and control of the entire process in the business expansion full process control platform according to the time limit requirements of the State Grid, rely on the data sharing of various systems, introduce the time limit control mode of the customer contract system, automatically reverse the calendar time for each link to be completed according to the customer's intended power connection time specified in the contract, and issue early warnings in advance. Revise the original early warning indicators in the business expansion full process control platform, and add the total time warning of the business expansion process of each voltage level. Among them, low-voltage and 10 kV business expansion projects are based on the total time requirements specified in the two-year action plan of the State Grid, and 35 kV and above are warned according to the average total time of last year. The control platform automatically initiates the early warning supervision process and SMS notifications to the corresponding department's collaborative processing personnel according to the early warning level. The urged department verifies and handles the supervision information and gives feedback. After the early warning link is completed, the system automatically cancels the change;

[0042] S5: Added WeChat interactive electricity service evaluation, combined with 95598 return visits and third-party evaluation, to comprehensively realize customer satisfaction evaluation on the main business, collective enterprises or other contracting units in the main links of electricity service. Customer evaluation is divided into link evaluation and overall evaluation. Link evaluation can be evaluated after each interactive link is completed, and overall evaluation is carried out after all processes are completed. The evaluation information fed back from multiple channels is summarized and has statistical functions. Evaluation information is filtered by specifying keywords such as account manager, design unit, construction unit, etc. The evaluation score serves as an important indicator of quality service level and account manager performance evaluation. The overall evaluation of the design and construction unit can be published regularly as one of the basis for customers to choose design and construction units.

[0043] The above description is only a preferred specific implementation manner of the present invention, but the protection scope of the present invention is not limited thereto. Any technician familiar with the technical field can make equivalent replacements or changes according to the technical scheme and inventive concept of the present invention within the technical scope disclosed by the present invention, which should be covered by the protection scope of the present invention.

Claims

1. A service terminal capable of improving the online State Grid service experience, characterized in that: It includes a project reserve module, a business acceptance module, a collaborative operation module and a performance evaluation module, wherein the project reserve module is connected to the business acceptance module via a signal line, the business acceptance module is connected to the collaborative operation module via a signal line, the collaborative operation module is connected to the performance evaluation module via a signal line, the project reserve module includes a government affairs collaboration unit, a project reserve unit and a customer interaction unit, the business acceptance module includes a government affairs collaboration unit, a business acceptance unit and a customer interaction unit, the collaborative operation module includes a department collaboration unit, a government affairs collaboration unit, a business acceptance unit and a customer interaction unit, and the performance evaluation module includes a customer interaction unit and a performance evaluation unit; The project reserve module can be implemented in five steps: business expansion reserve information acquisition, on-site service, advance editing and review of power supply plans, pre-implementation of supporting projects and power supply plan response. The business expansion reserve information acquisition is used to open up the data interface with the government engineering construction project approval platform. The government platform directly pushes the project electricity demand information to the company and directly initiates the business expansion project reserve process in the system. The on-site service is used for business expansion projects acquired in advance. The customer manager should provide door-to-door service in a timely manner and inquire about the customer's electricity demand and registration intention in person. For customers who clearly indicate that they want to submit construction or formal electricity application, the customer The manager shall collect funds on the spot and convert the business expansion project reserve process into a formal registration process. The advance editing and review of the power supply plan is used for projects that are not formally accepted. The editing and review of temporary power supply plans and formal power expansion supporting plans can be carried out in advance. The pre-implementation of the supporting project is used for projects included in the business expansion reserve. The system can automatically generate a plan notice, which will be delivered to the customer by the local account manager to explain the relevant terms in person. The power supply plan is used for projects included in the business expansion reserve. When the marketing system formally accepts the business, the power supply plan is directly called according to the project number to achieve the plan answer; The business acceptance module can be divided into four steps: business expansion standard template, offline business hall diversion, third-party service channel acceptance and realization of "one card for all". The business expansion standard template is used to establish a business expansion registration standard template, which is provided to the processing personnel for reference and modification to assist in speeding up the processing. The offline business hall diversion is used to increase the one-click generation and push function of the online channel diversion QR code in the business hall, self-service equipment, and on-site mobile operation terminal, and guide customers to use the "Online State Grid" APP, WeChat and other online channels to handle business. The third-party service channel acceptance is used to open up the government service of the municipal (county) administrative service center, street, community, and village convenience service center. The data interface between the government service network and the power business system. Power business is handled at the "undifferentiated acceptance" window of the government service network and the government comprehensive self-service terminal. For other third-party service channels, business expansion is achieved in the form of H5 embedding, and the typical interface of business acceptance is unified for third-party channel integration. When the "one-card-for-all" is used for business application, the OCR scanning technology is used to read the ID card information, and the information is directly filled in the application work order. After the head of the household agrees, the business handling platform can obtain the relevant real estate certificate information, household registration information and subsistence allowance household information from the government data platform through the head of the household ID card, and the customer does not need to provide other related paper materials; The collaborative operation module can be implemented in six steps: low-voltage business expansion "three zero" operation, intelligent distribution of business expansion work orders, auxiliary preparation of power supply plans, standardization of customer projects, supporting project information sharing and intelligent management of business expansion access. The low-voltage business expansion "three zero" operation is implemented in two steps: self-service determination of meter installation location and innovative mobile operation terminal application. The intelligent distribution of business expansion work orders is implemented in two steps: grab order application and intelligent dispatching. The auxiliary preparation of power supply plans is implemented in two steps: grid resource sharing and modularization of power supply plans. The standardization of customer projects is implemented in two steps: typical design application and customer project management and control. The supporting project information sharing is implemented in two steps: optimizing business expansion supporting processes and synchronizing project construction information. The intelligent management of business expansion access is implemented in two steps: optimizing power outage (transmission) management and intelligent balancing of power outage plans. The performance evaluation module is implemented in two steps: the whole process evaluation of business expansion and the evaluation of customer electricity application experience. The whole process evaluation of business expansion is used to realize the tracking and control of the whole process on the business expansion full process management and control platform according to the time limit requirements of the State Grid and relying on the data sharing of various systems, and introduce the time limit management mode of the customer contract system. According to the customer's intended power connection time specified in the contract, the calendar time to be completed in each link is automatically reversed, and early warning is given. The customer electricity application experience evaluation is used to build an evaluation system covering all aspects of electricity application, and a new WeChat interactive electricity application evaluation is added. Combined with 95598 follow-up visits and third-party evaluations, the customer's satisfaction evaluation of the main business, collective enterprises or other contracting units in the main links of electricity application is comprehensively realized. Customer evaluation is divided into link evaluation and overall evaluation. Link evaluation can be evaluated after each interactive link is completed, and the overall evaluation is carried out after all processes are completed.

2. A method for using the service terminal capable of improving the online state grid service experience as claimed in claim 1, characterized in that: The following steps are involved: S1: First, use the project reserve module to connect to the project construction approval platforms of governments at all levels, collect project information through multiple channels such as government platform push, administrative service center stationed collection, government-related meeting acquisition, customer manager visits, and connection when applying for temporary electricity use. For projects included in the business expansion reserve pool, prepare and review the business expansion supporting plan in advance, roll it into the power grid planning, start the supporting project construction in advance, and meet the formal power supply conditions in advance; S2: Use the business acceptance module to optimize online business flow, break through the information barriers with government agencies and various public service industries, broaden service channels to achieve "third-party channels", strengthen government data sharing, optimize business processes, and achieve "one-card-for-all"; S3: Use the collaborative operation module to further optimize the on-site operation mode of low-voltage customers, implement the "three zero" services of zero door-to-door visits, zero approvals, and zero investment, carry out information system transformation and integration work centered on customer needs, effectively integrate the business flow, information flow, and data flow of the entire business expansion process, and support the process control, analysis, judgment, and work evaluation of the entire business expansion process; S4: Use the performance evaluation module to implement the tracking and control of the entire process in the business expansion full process control platform according to the time limit requirements of the State Grid, rely on the data sharing of various systems, introduce the time limit control mode of the customer contract system, automatically reverse the calendar time for each link to be completed according to the customer's intended power connection time specified in the contract, and issue early warnings in advance. Revise the original early warning indicators in the business expansion full process control platform, and add the total time warning of the business expansion process of each voltage level. Among them, low-voltage and 10 kV business expansion projects are based on the total time requirements specified in the two-year action plan of the State Grid, and 35 kV and above are warned according to the average total time of last year. The control platform automatically initiates the early warning supervision process and SMS notifications to the corresponding department's collaborative processing personnel according to the early warning level. The urged department verifies and handles the supervision information and gives feedback. After the early warning link is completed, the system automatically cancels the change; S5: Added WeChat interactive electricity service evaluation, combined with 95598 return visits and third-party evaluation, to comprehensively realize customer satisfaction evaluation on the main business, collective enterprises or other contracting units in the main links of electricity service. Customer evaluation is divided into link evaluation and overall evaluation. Link evaluation can be evaluated after each interactive link is completed, and overall evaluation is carried out after all processes are completed. The evaluation information fed back from multiple channels is summarized and has statistical functions. Evaluation information is filtered by specifying keywords such as account manager, design unit, construction unit, etc. The evaluation score serves as an important indicator of quality service level and account manager performance evaluation. The overall evaluation of the design and construction unit can be published regularly as one of the basis for customers to choose design and construction units.

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