Design And Development Of Management Information System For Custom Service Of Tianjin Electric Power Corporation

With our deepening commitment to the power industry reform and the rapiddevelopment of the urban power grid construction, the electricity customers makestronger demands on the power corporations in power quality, service quality andworking efficiency. In order to raise the service level, to make the power corporationsunder the unified standard internal management, and to adapt ourselves to thedeveloping situation of the national power industry, the State Grid Corporation ofChina (SGCC) demands each provincial power company to set up customer servicecenter with the unified service number "95598".As the state-owned enterprise, Tianjin Electric Power Corporation (TEPCO)performs the task of planning and constructing the power grid all over Tianjin as wellas supplying power. It sticks to the principles of high quality, convenience,normalization and sincerity. On the basis of the original MIS operating platform,TEPCO designs and develops the Managing Information System for customer serviceto meet the social demands.The design of MIS mainly includes designing basis and standard, systemmake-up design, system platform design, system function design and safety design.And the system platform design involves system hardware platform, includingoperating system, data base, software link, etc. It also includes the system insertingplatform, such as fax, website, inquiry touching screen, etc. System function designeven covers all the business concerned with customer service, such as application ofbusiness extending, diary business, rush repairs, complaint affairs, etc.MIS for customer service of TEPCO has experienced six stages, includingscheme demonstration, deciding on the technical standard, requirements analysis,system design, fixing test, and system test. In order to improve the staff's professionalskill, the people concerned have been trained and tested to meet the demand.The customer service system of TEPCO has many innovating aspects, such asfirstly accomplishing the normalization of business process on the provincial level,the first one to achieve SGCC's construction objective at one go, etc.The success of the customer service system of TEPCO provides a 24-hourcustomer service network. to the society. It also provides technical assurance innormalizing internal administration, strengthening routine check, upgrading thequality of services, etc.