Design and Application of Customer Services Business Middle Platform for Opening Service Capabilities of Electric Power Marketing

The customer services business middle platform is an important digital approach and effective tool for the electric grid enterprise to improve the customer services, enhance the electric power supply services, promote the marketing lean management and optimize the energy consumption policies, helping to push forward the digital transformation of the enterprise. The paper first introduces the design methodology of the business middle platform based on the whole process of business domain modelling, service architecture, service design, service implementation and service governance. It describes the evolution of opening the service capabilities of the shared service centres from the multichannel business platform to the customer services business middle platform, and elaborates the core service capabilities of these shared service centres. It gives the hierarchical design of the business middle platform architecture, and takes the key business scenarios such as electricity charging and accounting, electricity business expansion as examples to elaborate the technical solutions of the business middle platform, and puts forward the key design points and the technical design elements. Taking the innovative scenarios such as two-dimensional barcode for validating electric power supply transfer, residential energy efficiency management, and electric power demand response as examples, it illustrates the means of supporting various agile product innovations and application development with the opened service capabilities of the business middle platform. In the future, the business middle platform will be required to strengthen the horizontal collaboration with other business middle platforms to provide strong support for cross-professional business of the electric grid enterprise, and to output the service capabilities via the capability aggregation platform, for striving to build an open and win-win energy internet application ecosystem.