国网浙江电力试点全量业务工单化 故障工单平均处理时长缩短超20%

Core Insights - The State Grid Zhejiang Electric Power Company has implemented a "full business order" management model in 29 power supply stations, significantly enhancing operational efficiency through the integration of AI and big data technologies [1][2][3] Group 1: Implementation of Business Order System - Since August, the company has transitioned to a business order system that covers all 849 power supply station services, moving from manual records to a standardized order system [1] - The previous system only had 239 services in order format, leading to challenges in tracking progress and accountability [1] - A unified order template has been established to ensure consistency across similar services while allowing for customization where necessary [1] Group 2: Efficiency Improvements - The automated order generation rate has reached 95.84%, reducing manual order creation time from an average of 3 minutes to just 30 seconds [2] - The average order dispatch time has decreased from 15 minutes to 3 minutes, with a completion rate of 99.86% for orders [3] - The implementation of a smart dispatch system has integrated various factors such as order type, location, personnel skills, and traffic conditions to optimize task assignments [2] Group 3: Customer Interaction and Satisfaction - A new SMS interaction application allows customers to trigger service orders by replying to notifications, achieving a 100% resolution rate within 48 hours for over 60,000 requests [3] - The transition to a proactive service model has improved customer satisfaction, with over 99% satisfaction in order handling [3] - Overall, the full business order implementation has led to a reduction of over 30% in manual intervention and a 21.3% decrease in average fault handling time [3]