State Grid Nanyang Power Supply Company: Full Implementation of “RPA Robots”, Further Enhances Service Quality

“Within the substation, how many public transformer areas have failed data collection, how many customer data collections have failed, and the progress and completion status of the tasks are all clearly visible through the warning tasks, eliminating the issue of overdue work orders and significantly improving work efficiency.” This was a scene on June 30, where State Grid Nanyang Power Supply Company strengthened the application of RPA robots. By reviewing the daily completion status of work orders assigned by RPA robots through a digital platform, the company enhanced its high-quality service level.

A considerable amount of daily work in grassroots power supply stations involves tasks that are straightforward but highly repetitive. The drawbacks of manual handling are clear: it’s time-consuming, laborious, and prone to frequent errors. State Grid Nanyang Power Supply Company has adopted RPA scenario robots that simulate human work methods to automatically execute preset processes. At specific workflow nodes, these robots replace traditional manual operations and judgments, freeing employees from tedious repetitive tasks and genuinely reducing their workload while improving work efficiency. For example, in the scenario of electricity collection failures, the “RPA robot” can automatically monitor the status of customer electricity information collection in the system. Once an abnormality is detected, it intelligently generates a warning task in the internal work group and simultaneously initiates the collection of electricity information. If the warning task is not completed within the stipulated time, the system automatically fills out a work order and dispatches it to the power supply service command platform for follow-up. If the follow-up work order remains unaddressed on the platform, power supply service command personnel will directly contact the substation head via phone for escalated handling, ensuring prompt response and resolution of issues. This allows grassroots marketing personnel to be freed from “mechanical labor” and focus on customer needs exploration and service optimization.

Taking the opportunity to establish “digital” power supply stations, State Grid Nanyang Power Supply Company has ensured that services are supported by “data” and maintained with “intelligence”. Internally, this initiative drives grassroots power supply stations to reduce burdens, empower employees, improve efficiency, and enhance indicator control. Externally, it enables the company to anticipate, respond to, and serve customer demands proactively, achieving seamless service without customer awareness, thereby fully elevating the service efficiency of grassroots power supply stations and customer satisfaction.

As of now, State Grid Nanyang Power Supply Company has achieved full coverage of RPA scenario robots in grassroots power supply stations. Moving forward, the company will fully leverage digital technologies, combining them with grassroots operational realities, to continue launching more practical RPA scenarios and gradually roll them out to all power supply stations. This will further liberate employees from tedious tasks, aid grassroots stations in reducing burdens and improving efficiency, and better serve customers. (By Xu Ning, Wang Yagang)