Comprehensively promote the "Online State Grid" to help build a ubiquitous power Internet of Things

China Energy Storage Network News: At this year's "Two Sessions" of State Grid Corporation of China, Chairman Kou Wei made a profound analysis of the current situation facing the company, systematically expounded on the significance of building a world-class energy Internet enterprise with "three types and two networks" from a higher standpoint, and actively deployed the construction of ubiquitous power Internet of Things, pointing out the direction for the company's development.

The company's marketing department conscientiously implements the development goals of the ubiquitous power Internet of Things, actively responds to the needs of the development of the national business environment, and strives to build a new customer-centric modern service system. It creates the main entrance for the company's power supply services and ubiquitous power Internet of Things - the "Online State Grid" unified online service platform. Guided by customer needs, it integrates online service resources to provide customers with a more convenient, intelligent, and considerate energy experience, meet customers' one-stop diversified energy needs, promote the deep integration of traditional power services and emerging businesses, enhance the company's market competitiveness and brand image, and support the company's transformation and upgrading from a power supplier to a world-class energy Internet company.

The main entrance to the company's power supply services and ubiquitous power Internet of Things

Chairman Kou Wei clearly pointed out that we should make full use of modern information technologies and advanced communication technologies such as mobile Internet and artificial intelligence to realize the interconnection of all things and human-machine interaction in all links of the power system, and create a ubiquitous power Internet of Things with comprehensive state perception, efficient information processing, and convenient and flexible application. Internally, we should realize "one source for data, one map for the power grid, and one line for business", and externally, we should widely connect internal and external service resources and service needs, build an energy Internet ecosystem, and cultivate new profit growth points.

One of the core goals of the construction of the ubiquitous power Internet of Things is to promote the company's business to extend to the user side, tap the user side value, and expand new business formats. As the main entrance to the ubiquitous power Internet of Things on the customer side, "Online State Grid" will play an important role in two aspects.

First, we will use advanced ICT technologies such as mobile apps and 5G to establish point-to-point connection channels with ubiquitous intelligent customer service terminals. Through the continuous expansion of integrated energy, electric vehicles, financial insurance and other businesses, we will promote the interconnection of various ubiquitous intelligent user terminals (such as charging piles, collection terminals, energy routing, etc.) with the "Online State Grid", extend services to ubiquitous touchpoints where customers come into contact with the company's business, and achieve connection and service.

The second is to learn from the practical experience of the middle platform of advanced Internet companies, build a core framework of "strong front-end, large middle platform, and micro-applications", create a ubiquitous power Internet of Things marketing service business middle platform and data middle platform, continuously accumulate shared services and data resources, break down professional barriers, and build a cross-professional, cross-regional, cross-organizational, and cross-ecological business collaboration and value co-creation system to empower business development and provide valuable practical experience for the company's ubiquitous power Internet of Things customer service platform ("Marketing 2.0").

An innovative engine to optimize the power business environment

The company currently has offline business halls, self-service terminals, online self-built and third-party channels such as Palm Power, Electric e-Bao, e-Charge, WeChat, etc. Each channel requires users to register separately before using it. There are many marketing service channels, which makes it difficult for users to choose and use them. The service is not open and transparent, which leads to a poor electricity experience. The lack of internal business collaboration leads to low service collaboration efficiency.

In response to the above problems, "Online State Grid" innovatively creates a unified user center with the middle platform model, aggregates user resources, integrates service functions, unifies service models and standards, eliminates business connection barriers, and realizes that all business can be handled in one APP; innovates service processes, simplifies service procedures and materials, standardizes service charges, and uniformly releases them to the outside world, so as to realize the openness and transparency of the entire business process; based on marketing and distribution data, it supports power outage analysis to households and active power outage notification services, improves fault handling efficiency, and enhances customer service and repair experience; innovatively expands applications such as smart meter application and calibration, smart electricity consumption analysis, and smart meter traceability, creates online menu-based services, improves service experience perception, and helps customers achieve "one-time visit" for business processing, continuously improves the level of "access to electricity" for enterprises and residents, and promotes quality and efficiency of marketing services.

During the pilot project of State Grid Zhejiang Power's "Online State Grid", "Online State Grid" streamlined the electricity application documents for the entire province of Zhejiang by 71.4%, and the electricity application procedures by 50%, and achieved shared cooperation with 184 service windows of public service enterprises such as banks, water companies, and natural gas companies, and handled 390,000 cross-industry "one-card-for-all" and "one-window-for-all" transactions, reducing the number of errands for enterprises and the public by 903,000 times in total. The average time for high-voltage business expansion and power connection was shortened by 27.5% year-on-year, and the average time for low-voltage business expansion and power connection was shortened by 10% year-on-year. Complaints about business expansion exceeding the time limit decreased by 87.5% year-on-year, achieving good results.

The key to building a modern power supply service system

As an Internet online service platform that aggregates corporate customers, integrates businesses, and opens up sharing, "Online State Grid" provides reliable, convenient, efficient, and intelligent new power supply services through the innovation of the "Internet + marketing service" model, bringing a stronger sense of gain to the general public.

First, it strengthens the application of Internet thinking. The introduction of "Online State Grid" promotes the power supply service-related professionals and departments to improve their understanding and grasp of Internet rules, and to design products, provide services, and promote the market based on the customer perspective, focusing on user experience, and relying on customer data, taking small steps and running fast, continuously iterating, and constantly improving user experience.

Second, service innovation based on data mining has been achieved. Relying on the mining and analysis of customer data, "Online State Grid" has launched innovative products with distinctive features such as "Green Hotel", "Efficient Electricity Use" and "Cicada Metering", which accurately meet the needs of segmented customers and have been fully recognized by customers. Customer stickiness and activity are significantly better than the original channels, and the service innovation model based on big data has achieved good results.

Third, it has accelerated the transformation of traditional offline services to online Internet services. "Online State Grid" is user-oriented, deepens the reform of marketing business processes, streamlines process links, promotes online payment, electronic invoices, active notification of power outages, visual emergency repairs and other special services, and realizes more services so that customers "don't have to run once".

Fourth, it fully supports the differentiated energy needs of users and promotes the integration of services. Based on the demand scenarios of "5+N" typical customers, such as residences, electric vehicles, shops, enterprises and institutions, and new energy, "Online State Grid" has created 9 service categories, 26 service subcategories, and 135 service scenarios, including power supply services, e-commerce services, electric vehicle services, and comprehensive energy services, achieving online service coverage of all user needs, all business areas, and all service scenarios, meeting all types of energy needs of users.

Fifth, it has promoted the transformation and upgrading of business hall services. With the full promotion of "Online State Grid", marketing business operations will shift from offline-based to online and offline integrated operations. The business handling functions undertaken by the business hall will gradually shift to online, and the positioning of the business hall will shift from a service operation center to a service experience center. The functions will focus on activity execution, product experience, marketing promotion, etc., and achieve new customer acquisition and activation and product service transactions through online and offline collaborative drainage and offline experience.

Initial results have been achieved in construction, operation and promotion