电力客户服务中心建设方案研究
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摘要
随着我国电力体制改革的深入和电力企业市场意识的增强以及我国成功加入WTO，电力公司传统的用电营业管理逐步向全面的电力营销服务转换，新的以客户服务为宗旨的电力营销体系正在逐步建立，各级电力公司迫切需要构筑一个符合市场经济要求、具有竞争实力、能够促进工作效率并且具有客户自助服务功能的电子化客户服务中心。
利用现代计算机技术、通信技术和Internet/Intranet网络，依托电力营销、配电地理等管理信息系统，电力企业可以建立一个电子化“一口对外”的客户请求服务处理系统——电力客户服务中心（EPCSC, Electric-Power Customer Service Center），全方位应答客户电话、传真、Internet、Email形式的服务请求，向电力客户提供多层次、全方位和个性化的服务。
针对电力客户服务中心的建设方案，本文研究了以下主要内容：
(1) 业务需求分析；
(2) 数据库设计；
(3) 软件开发工具选择；
(4) 服务器和网络操作系统设计；
(5) 网络设备及组网技术；
(6) 电力公司与银行联网收费方案；
(7) 初级网上电子商务。
电子化的电力客户服务中心建成后，电力公司将实现：
(1) 同时处理大量的并发服务请求，消灭服务请求拥塞现象；
(2) 业务处理过程电子化，规范企业自身的服务行为；
(3) 充分利用企业计算机、网络、通信设施和信息资源；
(4) 最大限度地发挥电力企业专家库资源效能；
(5) 全面提高客户服务水平，树立良好的社会形象；
(6) 促进电力供应、销售模式的变革。
With the deep reform of the electric-power system, the enhanced consciousness of the market economy in electric-power enterprises, and China succeeding entering WTO, there are the conversions step by step from the conventional administrations of electro-business to the all-sided market service. The new system is being established on bases of the tenet of customer service. Accordingly, the customer self-service systems are demanded to answer for the request of the market economy, to possess the competition strength and to advance the work efficiency.
By taking advantage of the technology of the modern computer, the communications technique and the Internet/ Intranet network, an "Only one to extern" system of the service management of the electric-power customer request can be established in electric-power enterprises in terms of the present information system such as the administrations of electro-business and the geography of electric-power distributions. The system can provide all kinds of considerate and individual services, such as response entirely to the telephones, the faxes, the Internet and the emails of the customers.
This dissertation includes the following main contents about electric-power customer service center:
(1) the demand of business;
(2) the design of the data-base;
(3) the choose of the software tools;
(4) the design of the server and the network operating system;
(5) the network facility and the net-building technology;
(6) the charge scheme of unite network between the bank and electric-power company;
(7) the primary internet business.
The following functions will be realized by the e-system.
(1) Manages contemporarily masses of the service requests delivered and gets rid of the request congestion.
(2) Achieves the service criterion of the electric-power enterprises and e-business management.
(3) Makes full use of the resource of the computer, the network, the
communication facility and the enterprise information.
(4) Use farthest the expert bases resources of the electric-power enterprises.
(5) Advances the level of the service and builds up the good social appearances.
(6) Promotes the power accommodation, transforms the sell ways.
利用现代计算机技术、通信技术和Internet/Intranet网络，依托电力营销、配电地理等管理信息系统，电力企业可以建立一个电子化“一口对外”的客户请求服务处理系统——电力客户服务中心（EPCSC, Electric-Power Customer Service Center），全方位应答客户电话、传真、Internet、Email形式的服务请求，向电力客户提供多层次、全方位和个性化的服务。
针对电力客户服务中心的建设方案，本文研究了以下主要内容：
(1) 业务需求分析；
(2) 数据库设计；
(3) 软件开发工具选择；
(4) 服务器和网络操作系统设计；
(5) 网络设备及组网技术；
(6) 电力公司与银行联网收费方案；
(7) 初级网上电子商务。
电子化的电力客户服务中心建成后，电力公司将实现：
(1) 同时处理大量的并发服务请求，消灭服务请求拥塞现象；
(2) 业务处理过程电子化，规范企业自身的服务行为；
(3) 充分利用企业计算机、网络、通信设施和信息资源；
(4) 最大限度地发挥电力企业专家库资源效能；
(5) 全面提高客户服务水平，树立良好的社会形象；
(6) 促进电力供应、销售模式的变革。
With the deep reform of the electric-power system, the enhanced consciousness of the market economy in electric-power enterprises, and China succeeding entering WTO, there are the conversions step by step from the conventional administrations of electro-business to the all-sided market service. The new system is being established on bases of the tenet of customer service. Accordingly, the customer self-service systems are demanded to answer for the request of the market economy, to possess the competition strength and to advance the work efficiency.
By taking advantage of the technology of the modern computer, the communications technique and the Internet/ Intranet network, an "Only one to extern" system of the service management of the electric-power customer request can be established in electric-power enterprises in terms of the present information system such as the administrations of electro-business and the geography of electric-power distributions. The system can provide all kinds of considerate and individual services, such as response entirely to the telephones, the faxes, the Internet and the emails of the customers.
This dissertation includes the following main contents about electric-power customer service center:
(1) the demand of business;
(2) the design of the data-base;
(3) the choose of the software tools;
(4) the design of the server and the network operating system;
(5) the network facility and the net-building technology;
(6) the charge scheme of unite network between the bank and electric-power company;
(7) the primary internet business.
The following functions will be realized by the e-system.
(1) Manages contemporarily masses of the service requests delivered and gets rid of the request congestion.
(2) Achieves the service criterion of the electric-power enterprises and e-business management.
(3) Makes full use of the resource of the computer, the network, the
communication facility and the enterprise information.
(4) Use farthest the expert bases resources of the electric-power enterprises.
(5) Advances the level of the service and builds up the good social appearances.
(6) Promotes the power accommodation, transforms the sell ways.
引文
管理信息系统教学参考资料，重庆大学电气工程学院, 1999.8,1-20
电力企业计算机管理信息系统建设导则(试行), 1998.4，1~38
电力营销管理信息系统设计规范（试行）, 2001.6,1-26
董毅?DF2060企业客户服务中心系统?1版·东方电子技术学报, 2000.4
甘肃省电力公司创一流企业工作等级标准
王春森主·程序设计·北京:清华大学出版社,1999.8
(美)西尔伯沙茨(Silberschatz,A.)等著·数据库系统概念·北京:机械工业出版社,2000.2
南京东南大学计算机系计算机应用技术教研组·数据结构与数据库设计, 1999.4, 1-10
SCOTT URMAN著（美）·Oracle 8 PL/SQ程序设计·北京:机械工业出版社，1998.7, 1-60
张长富、李匀、严苏娅编著·Power Builder 6.0用户参考手册·北京:北京希望计算机公司出品, 1998.7, 25-30
Beck Zaratian·Microsoft Visual C++ 6.0 Programmer's Guide·Microsoft Press.1998，1-10.
能源部电力行业计算机管理信息系统总体设计规范,1992.6
胡道元·计算机局域网·2版·北京清华大学出版社，1996.12, 7-13
白英彩·计算机网络管理系统设计与应用·北京:清华大学出版社,1998.9
夏云·现代计算机网络技术应用与设计·北京:同时科学出版社 ,1995.1
计算机软件开发规范GB8566-88,1988.10
计算机软件产品开发文件编制指南GB8567-88,1988.10·
郑人杰·实用软件工程·北京:清华大学出版社，1991.3, 1-30
电力企业计算机管理信息系统实用化验收导则（试行）中国电力信息中心
西北电力系统发供电企业管理信息系统实用化验收细则
马垣编著·关系数据库理论·北京: 清华大学出版社,1999.4,25-78
Cisco产品技术白皮书·Cisco公司, 1998,11
陈建荣、严隽永、叶天荣编·分布式数据库设计导论·北京:清华大学出版社,1992.8
范玉顺·复杂系统的面向对象建模、分析与设计·北京:清华大学出版社，2000.9
Oracle产品技术白皮书·Oracle公司, 1998,11
Cisco Systems·网络设计与个案分析·北京:清华大学出版社 ,2000.2
信息处理、数据流程图、程序流程图、系统流程图、程序网络图和系统资源图的文件编制符号及约定·GB1526-89,
信息处理系统计算机系统配置图符号及约定·GB/T14085-93
电力企业计算机管理信息系统使用化验收导则（试行）·中国电力信息中心
电力工业信息化“九五”规划和2010年发展纲要
甘肃电力信息网络“十五”规划 (讨论稿)
XIAO, Y., SONG, Y.H., SUN, Y.Z. ·A Hybrid Stochastic Approach to Available Transfer Capability Evaluation·Accepted by IEE Proceedings on Generation, Transmission, and Distribution，2001
HUNT, S. and Graham Shuttleworth·Competition and Choice in Electricity·John Wiley & Sons, 1996
ILIC, M., GALIANA, F., and FINK, L. ·Power System Restructuring: Engineering and Economics·Kluwer Academic Publishers, 1998
RAHIMI, F.A., VOJDANI, A. ·Meet the Emerging Transmission Market Segments· IEEE Computer Application in Power, January 1999, 26-32
HAKVOORT, R. ·Technology and Restructuring the Electricity Market· Proceeding of the International Conference on Electric Utility Deregulation and Restructuring and Power Technologies 2000, City University, London, 4-7 April 2000
HYMAN, L.S. ·Transmission, Congestion, Pricing, and Incentives· IEEE Power Engineering Review, August 1999, 4-10
HOGAN, W. ·Electricity Transmission and Emerging Competition· Harvard Electricity Policy Group, Harvard University, April 1995
PUTTGEN, H.B., VOLZKA, D.R., OLKEN, M.I. ·Restructuring and Reregulation of the U.S. Electric Utility Industry· IEEE Power Engineering Review, February 2001,8-10
EVANS, J.W. ·Energy Management System Survey of Architectures· IEEE Computer Application in Power, January 1989, 11-16
RUDNICH, H., PALMA, R., FERNANDEZ, J.E.·Marginal Pricing and Supplement Cost Allocation in Transmission Open Access· IEEE Trans. on Power Systems, Vol. 10, No.2, May 1995, 1125-1142
SHIRMOHAMMADI, D., FILHO, X.V., GORENSTIN, B., and PEREIRA, M.V.P. ·Some Fundamental Technical Concept about Cost Based Transmission Pricing· IEEE Trans. on Power Systems, Vol. 11, No.2, May 1996, 1002-1008
SURREY, J. ·The British Electricity Experiment - Privatization: the Record, the Issues, the Lessons· Earthscan Publications Ltd, London, 1996
OFFER·The New Electricity Trading Arrangements· July 1999, UK
MAKANSI, J. ·California's Electricity Crisis Rooted in Many Failings· IEEE Spectrum, Feb 2001, 24-25
CHRISTIE, R. D., WANGENSTEEN, I. ·The Energy Market in Norway and Sweden: Congestion Management· IEEE Power Engineering Review, May 1998, 61-63
OFFER·Review of Electricity Trading Arrangement. Background Paper 1: Electricity Trading Arrangements in England and Wales· February 1998
OFFER·Review of Electricity Trading Arrangement. Background Paper 2: Electricity Trading Arrangements in Other Countries· February 1998
周佃民、黄世杰、管晓宏·现代电力市场中的电子商务应用·电力系统自动化，2001年第14期，11~14。
沈晓晖·客户关系管理(CRM)与呼叫中心(Call Center)·CT1世界，2001年第12期，29~34
Taujanskas A·Telecommunication for business users, TMA News and Views, August 1995，25~50.
电力企业计算机管理信息系统建设导则(试行), 1998.4，1~38
电力营销管理信息系统设计规范（试行）, 2001.6,1-26
董毅?DF2060企业客户服务中心系统?1版·东方电子技术学报, 2000.4
甘肃省电力公司创一流企业工作等级标准
王春森主·程序设计·北京:清华大学出版社,1999.8
(美)西尔伯沙茨(Silberschatz,A.)等著·数据库系统概念·北京:机械工业出版社,2000.2
南京东南大学计算机系计算机应用技术教研组·数据结构与数据库设计, 1999.4, 1-10
SCOTT URMAN著（美）·Oracle 8 PL/SQ程序设计·北京:机械工业出版社，1998.7, 1-60
张长富、李匀、严苏娅编著·Power Builder 6.0用户参考手册·北京:北京希望计算机公司出品, 1998.7, 25-30
Beck Zaratian·Microsoft Visual C++ 6.0 Programmer's Guide·Microsoft Press.1998，1-10.
能源部电力行业计算机管理信息系统总体设计规范,1992.6
胡道元·计算机局域网·2版·北京清华大学出版社，1996.12, 7-13
白英彩·计算机网络管理系统设计与应用·北京:清华大学出版社,1998.9
夏云·现代计算机网络技术应用与设计·北京:同时科学出版社 ,1995.1
计算机软件开发规范GB8566-88,1988.10
计算机软件产品开发文件编制指南GB8567-88,1988.10·
郑人杰·实用软件工程·北京:清华大学出版社，1991.3, 1-30
电力企业计算机管理信息系统实用化验收导则（试行）中国电力信息中心
西北电力系统发供电企业管理信息系统实用化验收细则
马垣编著·关系数据库理论·北京: 清华大学出版社,1999.4,25-78
Cisco产品技术白皮书·Cisco公司, 1998,11
陈建荣、严隽永、叶天荣编·分布式数据库设计导论·北京:清华大学出版社,1992.8
范玉顺·复杂系统的面向对象建模、分析与设计·北京:清华大学出版社，2000.9
Oracle产品技术白皮书·Oracle公司, 1998,11
Cisco Systems·网络设计与个案分析·北京:清华大学出版社 ,2000.2
信息处理、数据流程图、程序流程图、系统流程图、程序网络图和系统资源图的文件编制符号及约定·GB1526-89,
信息处理系统计算机系统配置图符号及约定·GB/T14085-93
电力企业计算机管理信息系统使用化验收导则（试行）·中国电力信息中心
电力工业信息化“九五”规划和2010年发展纲要
甘肃电力信息网络“十五”规划 (讨论稿)
XIAO, Y., SONG, Y.H., SUN, Y.Z. ·A Hybrid Stochastic Approach to Available Transfer Capability Evaluation·Accepted by IEE Proceedings on Generation, Transmission, and Distribution，2001
HUNT, S. and Graham Shuttleworth·Competition and Choice in Electricity·John Wiley & Sons, 1996
ILIC, M., GALIANA, F., and FINK, L. ·Power System Restructuring: Engineering and Economics·Kluwer Academic Publishers, 1998
RAHIMI, F.A., VOJDANI, A. ·Meet the Emerging Transmission Market Segments· IEEE Computer Application in Power, January 1999, 26-32
HAKVOORT, R. ·Technology and Restructuring the Electricity Market· Proceeding of the International Conference on Electric Utility Deregulation and Restructuring and Power Technologies 2000, City University, London, 4-7 April 2000
HYMAN, L.S. ·Transmission, Congestion, Pricing, and Incentives· IEEE Power Engineering Review, August 1999, 4-10
HOGAN, W. ·Electricity Transmission and Emerging Competition· Harvard Electricity Policy Group, Harvard University, April 1995
PUTTGEN, H.B., VOLZKA, D.R., OLKEN, M.I. ·Restructuring and Reregulation of the U.S. Electric Utility Industry· IEEE Power Engineering Review, February 2001,8-10
EVANS, J.W. ·Energy Management System Survey of Architectures· IEEE Computer Application in Power, January 1989, 11-16
RUDNICH, H., PALMA, R., FERNANDEZ, J.E.·Marginal Pricing and Supplement Cost Allocation in Transmission Open Access· IEEE Trans. on Power Systems, Vol. 10, No.2, May 1995, 1125-1142
SHIRMOHAMMADI, D., FILHO, X.V., GORENSTIN, B., and PEREIRA, M.V.P. ·Some Fundamental Technical Concept about Cost Based Transmission Pricing· IEEE Trans. on Power Systems, Vol. 11, No.2, May 1996, 1002-1008
SURREY, J. ·The British Electricity Experiment - Privatization: the Record, the Issues, the Lessons· Earthscan Publications Ltd, London, 1996
OFFER·The New Electricity Trading Arrangements· July 1999, UK
MAKANSI, J. ·California's Electricity Crisis Rooted in Many Failings· IEEE Spectrum, Feb 2001, 24-25
CHRISTIE, R. D., WANGENSTEEN, I. ·The Energy Market in Norway and Sweden: Congestion Management· IEEE Power Engineering Review, May 1998, 61-63
OFFER·Review of Electricity Trading Arrangement. Background Paper 1: Electricity Trading Arrangements in England and Wales· February 1998
OFFER·Review of Electricity Trading Arrangement. Background Paper 2: Electricity Trading Arrangements in Other Countries· February 1998
周佃民、黄世杰、管晓宏·现代电力市场中的电子商务应用·电力系统自动化，2001年第14期，11~14。
沈晓晖·客户关系管理(CRM)与呼叫中心(Call Center)·CT1世界，2001年第12期，29~34
Taujanskas A·Telecommunication for business users, TMA News and Views, August 1995，25~50.