New Services Launched on State Grid Online App

On April 14, Zhou Caixia, who has worked at the Yanchi Power Supply Service Center for 12 years, received a new energy grid connection consultation ticket submitted by a customer via the newly launched e-Universal Service on the State Grid Online App. She accepted the ticket and routed it to the appropriate department promptly.

"In the past, cross-department consultation requests required repeated communication among multiple departments. Customers had to wait a long time, and we were under huge pressure," Zhou Caixia shared. "Now with e-Universal Service, work orders are automatically circulated and inter-department coordination runs smoothly, greatly cutting down redundant work."

Developed by State Grid Ningxia Marketing Service Center (State Grid Ningxia Metrology Center), the e-Universal Service feature focuses on customers' full life-cycle service needs. Powered by digital transformation, it further optimizes the one-stop external service mechanism and builds a unified, convenient online service entrance.

The platform integrates external service resources covering marketing services, new energy and energy storage grid connection, and power trading, realizing precise matching between service supply and customer demands. Users can submit power service requests with one click in the Power Market Service Zone of the State Grid Online App, accessing full-range services including business consultation, inquiry, processing and related services.

Meanwhile, users can check the acceptance time, processing time limit and real-time progress of work orders throughout the process, achieving one-time submission, full-process tracking and closed-loop processing. The new function effectively reduces errands for customers, promotes data sharing and cross-department collaboration, and greatly improves service efficiency and customer experience.

"In addition to e-Universal Service, two new functions, namely online smart payment agreement signing and group account electricity fee inquiry, have also been launched," said Sun Haiping, specialist in the Business Department of the center.

Through the new functions, individual users can sign smart payment agreements online and activate low-balance SMS alerts, automatic electricity bill payment and other services to avoid power outages due to arrears. For corporate users, the system supports real-time access to monthly and annual power consumption and electricity bill details, facilitating refined power consumption management and improving the financial payment efficiency of group customers.

Since the beginning of this year, the Marketing Service Center has integrated full-chain external service resources such as marketing, new energy and energy storage grid connection, and power trading. It addresses the pain points of corporate customers who previously needed to connect with multiple departments and systems separately for power-related services.

By responding to customer demands with higher quality, efficiency and accuracy, the center continues to enhance customer satisfaction and overall service quality, optimize the power business environment, and provide strong support for the high-quality development of the local economy. (By Chen Bing, Huang Jingjing)