Pre-acceptance work order closed-loop management system

Abstract

The invention discloses a pre-accepted work order closed-loop management system, which comprises a sensitive first-aid repair work order automatic research and judgment module, a non-sensitive work order handling module, a pre-accepted work order accurate closed-loop grading management and control module, a closed-loop process management module, a comprehensive auditing module and a visualization module, an intelligent grading management and control rule, a responsibility investigation mechanism, a timestamp technology and the like are embedded into the corresponding module to enhance the disposal effect of the pre-accepted work order; according to the invention, by establishing an online pre-acceptance work order closed-loop management system, sensitive emergency pre-acceptance work orders can be found in time, and the core problems of untimely work order reporting, information blocking, large workload, difficult supervision, difficult management and control, difficult statistical analysis, difficult employee assessment and the like in the existing pre-acceptance work order processing process are solved; and workers are assisted to realize whole-process closed-loop management of processing time node management and control of each link of a pre-accepted work order, accurate order making of sensitive problems, time-limited grading, automatic circulation and the like, and the quality and efficiency of power supply service are improved.

Description

Technical Field

[0001] The present invention belongs to the technical field of pre-acceptance work order process and management, and in particular relates to a pre-acceptance work order closed-loop management system. Background Art

[0002] When a customer makes an electricity-related request to the power supply company by phone (such as new installation of electricity, change of electricity usage, power outage repair, etc.), the power supply company first creates a pre-acceptance work order and collects the customer's relevant basic data information (including customer name, contact information, electricity usage address, electricity usage demand content, etc.), and then makes a preliminary demand judgment based on the basic data information provided in the pre-acceptance work order. Then, based on the preliminary judgment result, the company provides preliminary feedback to the customer, informing the customer whether the demand is feasible, possible problems, materials required for formal business handling, handling procedures, approximate handling time, etc., as well as possible fees involved. When the customer prepares the relevant materials as required and formally submits an application for electricity-related needs, the pre-acceptance work order will be converted into a formal acceptance work order, thereby seamlessly connecting to subsequent formal power supply service processes such as on-site investigation, power supply plan determination, project construction (if any), meter installation and power connection, etc.

[0003] With the release of Document No. 337, Opinions of State Grid Corporation on Comprehensively Strengthening the Service Quality Management of Customer Complaint Channels, power supply companies have vigorously strengthened the promotion and application of local grid telephones and customer manager grid telephones, resulting in a substantial increase in the number of pre-accepted work orders. While the staff capacity of the original power supply service command center remains unchanged, the workload of the agents has increased sharply, and the work tasks are heavy, which inevitably leads to untimely or missed orders. In order to solve the above problems, it is necessary to develop a closed-loop management system for pre-accepted work orders. Summary of the invention

[0004] The purpose of the present invention is to overcome the shortcomings of the prior art and to provide a pre-acceptance work order closed-loop management system, which builds an online pre-acceptance work order closed-loop management system to timely discover sensitive and urgent pre-acceptance work orders, solve the core problems existing in the existing pre-acceptance work order processing process, such as untimely reporting of work orders, information blockage, heavy workload, difficulty in supervision, control, statistical analysis and employee assessment, and assist staff to achieve full-process closed-loop management of pre-acceptance work order handling time node control of each link, accurate order preparation for sensitive issues, time-limited upgrade, automatic circulation, etc., to improve the quality and efficiency of power supply services.

[0005] The object of the present invention is achieved as follows: a pre-accepted work order closed-loop management system, including a sensitive emergency repair work order automatic analysis module, a non-sensitive work order completion module and a pre-accepted work order precise closed-loop upgrade control module; The module for automatically analyzing sensitive emergency repair work orders is used to deeply mine historical sensitive emergency repair work order data, conduct detailed text cleaning and preprocessing, use natural language processing technology to conduct in-depth semantic analysis of the text, extract key features, and compare with marked historical sensitive emergency repair data to continuously improve the accuracy of identifying sensitive emergency repair work orders; intelligent analysis and judgment of pre-accepted work orders are performed. When pre-accepted work orders enter the system, content analysis is performed in real time to identify whether the work order contains sensitive emergency repair content. When sensitive emergency repair content is identified, relevant information is sent to business personnel; The non-sensitive work order completion module is used to divide the work order types in detail, clarify the specific scope, characteristics, classification standards and rules of non-sensitive work orders, and automatically determine the nature of work orders using preset rules and algorithms. When redundant work orders enter the system, non-sensitive work orders are automatically screened out according to the evaluation rules, specially marked, and automatically trigger completion operation reminders; Among them, the precise closed-loop upgrading control module for pre-accepted work orders is used to establish a real-time monitoring and automatic analysis mechanism for pre-accepted work orders. It uses real-time monitoring of business data to assist business specialists to promptly grasp the processing status of pre-accepted work orders, and uses the automatic analysis mechanism to make intelligent judgments on the work order processing time nodes and identify timed work orders.

[0006] Preferably, a closed-loop management process module is also included. The closed-loop management process module is used to set each stage of the pre-acceptance work order process from creation, submission, feedback, processing to archiving, and to clarify the responsible persons and time nodes of each stage. The closed-loop management process module adopts a full-process closed-loop management mode including time node control, precise order preparation and dispatching of sensitive issues, time-limited escalation, and automatic circulation links.

[0007] Preferably, it also includes intelligent escalation management and control rules. The intelligent escalation management and control rules are embedded in the closed-loop escalation management and control module of pre-accepted work orders, which are used to build an intelligent analysis and judgment system for work orders based on business rules and templates. The work order intelligent analysis and judgment system monitors the execution and processing of work orders in real time through scheduled tasks. When the processing time limit of work order problem feedback and problem handling links reaches the escalation threshold, the platform automatically triggers the escalation task according to the escalation rules and sends an escalation notification to the target object, thereby realizing real-time monitoring and intelligent identification of timed work orders, and automatic escalation functions.

[0008] Preferably, it also includes a responsibility accountability mechanism, which is embedded in the closed-loop escalation management and control module of pre-accepted work orders. It is used to deal with overtime work orders or sensitive emergency repair work orders. The system automatically escalates the process and notifies the relevant responsible persons to intervene. At the same time, the system automatically records the responsible persons' operations and feedback.

[0009] Preferably, it also includes a timestamp technology, which is embedded in the sensitive emergency repair work order automatic analysis module to record the residence time of each sensitive emergency repair work order in the process and update its work order status in real time.

[0010] Preferably, a comprehensive audit module is also included to record and monitor the usage of all accounts in the system.

[0011] Preferably, a visualization module is also included for designing an intuitive data dashboard to comprehensively display the acceptance, processing and closed-loop management of pre-accepted work orders, including abnormal situations.

[0012] Due to the adoption of the above technical solution, the beneficial effects of the present invention are: (1) The present invention adopts an automatic analysis module for sensitive emergency repair work orders, a non-sensitive work order completion module, a precise closed-loop upgrade control module for pre-accepted work orders, a closed-loop process management module, a comprehensive audit module and a visualization module. By building an online closed-loop management system for pre-accepted work orders, sensitive emergency pre-accepted work orders can be discovered in a timely manner, solving the core problems of untimely reporting of work orders, information blockage, heavy workload, difficulty in supervision, control, statistical analysis and employee assessment in the existing pre-accepted work order processing process, and assisting staff to achieve full-process closed-loop management of the time node control of each link of the pre-accepted work order, precise order preparation for sensitive issues, time-limited upgrade, automatic circulation, etc., thereby improving the quality and efficiency of power supply services; (2) The present invention automatically classifies and upgrades sensitive and urgent pre-accepted work orders, thereby enhancing the efficiency of sensitive information identification, improving the supervision and management level of construction sites, and improving the business processing capabilities of pre-accepted work orders. At the same time, the present invention provides timely reminders for each processing link to ensure that pre-accepted work orders are efficiently circulated within the specified time and reduce information delays; (3) Based on the data analysis results, the present invention realizes intelligent resource allocation to ensure the most reasonable utilization and allocation of emergency repair resources. Through automated and intelligent processing methods, it greatly reduces the cost of manpower and material resources and improves the efficiency and accuracy of pre-acceptance work orders. (4) The present invention improves power supply service efficiency and customer satisfaction by timely responding to and processing sensitive emergency repair work orders, and reduces customer waiting time and improves customer satisfaction by simplifying the processing flow of non-sensitive work orders. BRIEF DESCRIPTION OF THE DRAWINGS

[0013] Figure 1 It is a flow chart of the method of the present invention.

[0014] Figure 2 It is the program development business architecture diagram of the present invention.

[0015] Figure 3 It is the program development business relationship diagram of the present invention.

[0016] Figure 4 is a program development data architecture diagram of the present invention, Figure 5 It is a technical architecture diagram of program development of the present invention. DETAILED DESCRIPTION

[0017] The technical solution of the present invention is further specifically described below through embodiments and in conjunction with the accompanying drawings.

[0018] like Figure 1 As shown, the present invention provides a closed-loop management system for pre-accepted work orders, including an automatic analysis module for sensitive emergency repair work orders, a non-sensitive work order completion module, a precise closed-loop upgrading and control module for pre-accepted work orders, a closed-loop process management module, a comprehensive audit module and a visualization module.

[0019] Among them, the automatic analysis module for sensitive emergency repair work orders is used to deeply mine historical sensitive emergency repair work order data, conduct detailed text cleaning and preprocessing, use natural language processing technology to perform deep semantic analysis of the text, extract key features, and use marked historical sensitive emergency repair data for comparison, so as to continuously improve the accuracy of identifying sensitive emergency repair work orders; perform intelligent analysis and judgment on pre-accepted work orders, and when the pre-accepted work orders enter the system, perform real-time content analysis to identify whether the work order contains sensitive emergency repair content. When sensitive emergency repair content is identified, the relevant information will be sent to the business personnel to ensure the rapid identification and processing of pre-accepted work orders and efficient circulation.

[0020] Among them, the automatic analysis module of sensitive emergency repair work orders is embedded with timestamp technology, which is used to record the residence time of each sensitive emergency repair work order in the process, try to avoid and ensure that each link does not time out, and update its work order status in real time.

[0021] Among them, the non-sensitive work order completion module is used to make detailed classifications of work order types, clarify the specific scope, characteristics, classification standards and rules of non-sensitive work orders, and automatically determine the nature of work orders using preset rules and algorithms. When redundant work orders enter the system, non-sensitive work orders are automatically screened out and specially marked according to the evaluation rules, and completion operation reminders are automatically triggered, effectively reducing redundant work orders and facilitating staff to quickly handle non-sensitive work orders.

[0022] Among them, the precise closed-loop upgrading control module for pre-accepted work orders is used to establish a real-time monitoring and automatic analysis mechanism for pre-accepted work orders. It uses real-time monitoring of business data to assist business specialists in timely grasping the processing status of pre-accepted work orders, and uses automatic analysis mechanisms to reduce manual intervention, make intelligent judgments on work order processing time nodes, and identify timed work orders.

[0023] Among them, the closed-loop escalation management and control module for pre-accepted work orders is embedded with intelligent escalation management and control rules. The intelligent escalation management and control rules are used to build an intelligent analysis and judgment system for work orders based on business rules and templates, and automatically identify abnormal situations in work order processing. The work order intelligent analysis and judgment system monitors the execution and processing of work orders in real time through scheduled tasks. When the work order problem feedback and the problem handling link processing time limit reach the escalation threshold, the platform automatically triggers the escalation task according to the escalation rules to improve processing efficiency, and sends an escalation notification to the target object, realizing real-time monitoring and intelligent identification of timed work orders, and automatic escalation functions.

[0024] Among them, the closed-loop escalation management and control module for pre-accepted work orders has an embedded accountability mechanism. The accountability mechanism is used to deal with overtime work orders or sensitive repair work orders. The system automatically escalates the process and notifies the relevant responsible persons to intervene, ensuring that the responsible persons at all links can respond and handle abnormal problems in a timely manner, achieve clear responsible persons and time nodes, and ensure that each step follows the preset standardized process. At the same time, the system automatically records the operations and feedback of the responsible persons to facilitate traceability and accountability. In the later stage, based on historical assessment data, the existing accountability system can be improved to form standardized escalation management and control business specifications and enhance accountability.

[0025] Among them, the closed-loop management process module is used to utilize a systematic workflow to set each stage of the pre-acceptance work order process from creation, submission, feedback, processing to archiving, and to clarify the responsible persons and time nodes of each stage, that is, to establish a complete closed-loop management process. The closed-loop management process module adopts a full-process closed-loop management model that includes time node control, precise order preparation and dispatching of sensitive issues, time-limited escalation, automatic circulation and other links to assist staff in implementing closed-loop management of each link in the handling of pre-acceptance work orders, achieve close connection and efficient collaboration between each link, and improve the timeliness and standardization of work order management.

[0026] Among them, the comprehensive audit module is used to record and monitor the usage of all accounts in the system to ensure transparency and traceability of operations.

[0027] Among them, the visualization module is used to design intuitive data dashboards to comprehensively display the acceptance, processing and closed-loop management of pre-accepted work orders, including abnormal situations, to facilitate business personnel to quickly grasp the overall situation.

[0028] During specific implementation, the present invention can also utilize data analysis and mining technology to deeply analyze the processing status of different dimensions of work orders in an intuitive graphical form, so that business personnel can accurately and efficiently grasp the work order information. Work order analysis supports fine-grained analysis based on multiple dimensions such as time, work order status, work order node, work order level, professional classification, and upgrade status, helping business personnel to fully understand the work order processing status.

[0029] Regarding the identification and escalation of work order anomalies, the present invention can also improve the intelligence level of the identification and escalation of pre-accepted work order anomalies by introducing intelligent algorithms, solve the problems of incomplete coverage of escalation management and control and insufficient data utilization, and in the later stage, based on actual data feedback, continuously optimize the algorithm model to further improve the accuracy of anomaly identification and the efficiency of escalation processing.

[0030] Due to the involvement of multiple parties, problems such as delayed information updates, imperfect processing, inadequate monitoring, and poor sharing often occur during problem handling, affecting the quality of business management and control and collaborative efficiency. The present invention can also establish a cross-departmental collaborative work platform to achieve rapid sharing and transmission of work orders and upgrade information, reduce the difficulty of manual collaboration, and improve processing efficiency. By formulating a unified work order processing process and upgrade standards, problems such as misreporting, omissions, and delays can be reduced, and the level of business standardization can be improved.

[0031] In summary, the present invention builds an online closed-loop management system for pre-acceptance work orders to timely discover sensitive and urgent pre-acceptance work orders, and solves the core problems existing in the existing pre-acceptance work order processing process, such as untimely reporting of work orders, information blockage, heavy workload, difficulty in supervision, control, statistical analysis, and employee assessment. It also assists staff in achieving full-process closed-loop management of the time node control of each link of the pre-acceptance work order, accurate order preparation for sensitive issues, time-limited upgrades, automatic transfer, etc., to improve the quality and efficiency of power supply services.

[0032] The following are the program development design principles of the present invention.

[0033] 1. The following six principles should be followed when designing the system architecture: (1) Principle of unity: System construction is an integral part of the information construction of State Grid Corporation of China and should always be coordinated with the overall planning of the information project of State Grid Corporation of China. The construction of the system should follow the idea of ​​overall planning, unified design and step-by-step implementation, and adhere to the four principles of "unified leadership, unified planning, unified standards and unified organization and implementation" during the implementation process; (2) Standardization principle: meet the requirements of the unified data model (SG-CIM), the system is developed based on the original system and based on the company's existing development platform, and the technical solution follows the existing system architecture. The system should support Internet Protocol Version 6 (IPv6) on the basis of supporting Internet Protocol Version 4 (IPv4). At the same time, the system provides a standard data exchange format and an open data structure to ensure support for data integration applications with other systems; (3) Principle of practicality and advancement: The construction of the system must adhere to the principle of practicality. On the premise of ensuring practicality and reliability, the subject uses mature technology and appropriately adopts new technologies such as intelligent analysis for design and customization. It is necessary to properly handle the relationship between the advancement and practicality of information technology. We should neither be conservative and stick to the old ways nor be greedy for perfection, over-emphasizing the advancement of technology while ignoring maturity and stability. This ensures a high starting point for system construction and extends the life cycle of the entire system; (4) Scalability principle: By adopting a flexible architecture, the system functions can be expanded to meet the ever-expanding application needs. Scalability is reflected in the scalability of application functions, deployment methods, data models, and services, ensuring a smooth upgrade of the expansion process and avoiding duplicate investment; (5) Openness principle: The system should adopt an open technology platform and software architecture to ensure that the system can be easily integrated with other applications. The openness principle of the system is the basis for interconnection between the system and other systems. It enables the platform to have good expansion and interoperability capabilities for easy maintenance and management; (6) Security principle: All application functions and services provided by the system require user authentication to ensure the security of the services. Anonymous access and invocation of related functions and services are not allowed. For the horizontal domain boundaries of the information external network, in accordance with the relevant requirements of the company, the existing boundary security protection equipment of each unit shall be used, and security policies such as access control, intrusion detection, logging and auditing shall be configured to achieve boundary isolation and security protection. Deploy information security network isolation devices to achieve strong logical isolation and realize the mutual transmission of system control instructions and images between the management information area and the Internet area.

[0034] 2. Overall structural design: The overall structure meets the requirements of the State Grid power grid architecture and the company's unified data model (SG-CIM). System development complies with the five major architectural design principles of business architecture, application architecture, data architecture, technical architecture, and security architecture.

[0035] 3. Overall technical route: system construction, using the vue framework on the front end, springCloud, springBoot, springMVC architecture on the back end, and using RDS cloud database.

[0036] 4. The overall technical solution is as follows: (1) If Figure 2 As shown, the business architecture is: Research on closed-loop management technology for pre-accepted work orders, which mainly provides functions such as comprehensive indicator dashboard and work order center.

[0037] (2) If Figure 3 As shown, the business relationship is: closed-loop management of pre-accepted work orders, supporting key indicator monitoring, closed-loop management of work orders, upgraded control, statistical analysis and other functions.

[0038] (3) As shown in Figure 4 , the data architecture is as follows: The system inputs business data through the management background, generates business data through other functional modules, and stores it in the information intranet database. When employees use each functional module, it is displayed on the i-State Grid mobile and PC interfaces.

[0039] (4) As shown in Figure 5 , the technical architecture is as follows: It complies with the network technical architecture of the State Grid Provincial Electric Power Company.

[0040] (5) The security architecture is as follows: Based on the "Implementation Guidance on Information Security Level Protection Construction" and the "Overall Plan for Information Security Protection of Informatization Projects of the State Grid Corporation of China", according to the analysis of the security protection level of business information and the security protection level of system services, the degree of infringement after being damaged is analyzed. The data content of the present invention does not contain sensitive information and meets the information security requirements of the provincial company.

[0041] In summary, the present invention adopts a multi-layer architecture system, uses the mature Spring Cloud microservice architecture as the development architecture, the services run in different processes, the services interact through a lightweight communication mechanism, and the services can be independently deployed through an automated deployment method. In the technical architecture, the services are independent of each other, so different services can be developed using different languages.

[0042] (1) Improve development efficiency: Adopting the front-end and back-end separation development mode, the application development can be divided according to the skills of developers, developed in parallel, and the overall development efficiency can be improved. The division of labor is more clear. The front-end only focuses on front-end matters, and the back-end only cares about back-end work. The two developments can be carried out simultaneously. When the back-end has not had time to provide interfaces, the front-end can write the data dead or call the local JSON file. The addition of pages and the modification of routes no longer need to trouble the back-end, and the development is more flexible.

[0043] (2) Flexible deployment, independent expansion, and strong portability: Adopting the microservice architecture, different service modules are designed as different microservices. The application of each microservice is more modular and easy to deploy; higher scalability is based on the independence of services, and the coupling between services is reduced. Whether in terms of function or architecture, more flexible expansion can be carried out without affecting other services, and it can also be deployed across multiple servers and infrastructures to fully meet business needs.

[0044] In general, the present invention not only improves the quality and efficiency of power supply services, but also optimizes the processing flow through standardized management of the entire process, enhances the traceability capability of pre-accepted work orders and the automation level of employee assessment, achieves the dual goals of empowering and reducing burdens at the grassroots level, and lays a solid foundation for improving the level of power supply services.

[0045] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention rather than to limit it. Although the present invention has been described in detail with reference to the above embodiments, those skilled in the art should understand that the specific implementation modes of the present invention can still be modified or replaced by equivalents, and any modification or equivalent replacement that does not depart from the spirit and scope of the present invention should be included in the scope of the claims of the present invention.

Claims

1. A closed-loop management system for pre-acceptance work orders, characterized by: It includes the automatic analysis module for sensitive emergency repair work orders, the non-sensitive work order completion module, and the precise closed-loop upgrade control module for pre-accepted work orders; The module for automatically analyzing sensitive emergency repair work orders is used to deeply mine historical sensitive emergency repair work order data, conduct detailed text cleaning and preprocessing, use natural language processing technology to conduct in-depth semantic analysis of the text, extract key features, and compare with marked historical sensitive emergency repair data to continuously improve the accuracy of identifying sensitive emergency repair work orders; intelligent analysis and judgment of pre-accepted work orders are performed. When pre-accepted work orders enter the system, content analysis is performed in real time to identify whether the work order contains sensitive emergency repair content. When sensitive emergency repair content is identified, relevant information is sent to business personnel; The non-sensitive work order completion module is used to divide the work order types in detail, clarify the specific scope, characteristics, classification standards and rules of non-sensitive work orders, and automatically determine the nature of work orders using preset rules and algorithms. When redundant work orders enter the system, non-sensitive work orders are automatically screened out according to the evaluation rules, specially marked, and automatically trigger completion operation reminders; Among them, the precise closed-loop upgrading control module for pre-accepted work orders is used to establish a real-time monitoring and automatic analysis mechanism for pre-accepted work orders. It uses real-time monitoring of business data to assist business specialists to promptly grasp the processing status of pre-accepted work orders, and uses the automatic analysis mechanism to make intelligent judgments on the work order processing time nodes and identify timed work orders.

2. The closed-loop management system for pre-acceptance work orders according to claim 1 is characterized in that: It also includes a closed-loop management process module, which is used to set each stage of the pre-acceptance work order process from creation, submission, feedback, processing to archiving, and to clarify the responsible persons and time nodes of each stage. The closed-loop management process module adopts a full-process closed-loop management mode including time node control, precise order preparation and dispatching of sensitive issues, time-limited escalation, and automatic circulation links.

3. The closed-loop management system for pre-acceptance work orders according to claim 1 is characterized in that: It also includes intelligent escalation management and control rules. The intelligent escalation management and control rules are embedded in the closed-loop escalation management and control module of pre-accepted work orders, which are used to build an intelligent analysis and judgment system for work orders based on business rules and templates. The work order intelligent analysis and judgment system monitors the execution and processing of work orders in real time through scheduled tasks. When the processing time limit of the work order problem feedback and problem handling link reaches the escalation threshold, the platform automatically triggers the escalation task according to the escalation rules and sends an escalation notification to the target object, realizing real-time monitoring and intelligent identification of timed work orders, and automatic escalation functions.

4. The closed-loop management system for pre-acceptance work orders according to claim 3 is characterized in that: It also includes a responsibility accountability mechanism, which is embedded in the closed-loop escalation management and control module for pre-accepted work orders. It is used to deal with overtime work orders or sensitive emergency repair work orders. The system automatically escalates the process and notifies the relevant responsible persons to intervene. At the same time, the system automatically records the responsible persons' operations and feedback.

5. The closed-loop management system for pre-acceptance work orders according to claim 1 is characterized in that: It also includes timestamp technology, which is embedded in the automatic analysis module of sensitive emergency repair work orders to record the residence time of each sensitive emergency repair work order in the process and update its work order status in real time.

6. The closed-loop management system for pre-acceptance work orders according to claim 1, characterized in that: It also includes a comprehensive audit module to record and monitor the usage of all accounts in the system.

7. The closed-loop management system for pre-acceptance work orders according to claim 1 is characterized in that: It also includes a visualization module for designing intuitive data dashboards to comprehensively display the acceptance, processing and closed-loop management of pre-accepted work orders, including abnormal situations.

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