State Grid Xuzhou Power Supply Company: Intelligent power restoration RPA achieves city-wide coverage

With the intelligent power restoration Robotic Process Automation (RPA) technology achieving comprehensive coverage across the entire city of Xuzhou, the power restoration operations of State Grid Xuzhou Power Supply Company have officially entered the "intelligent" era. This technology establishes an intelligent processing system covering the entire power restoration workflow through 24/7 automatic order acceptance, intelligent analysis, and closed-loop alerts, effectively enhancing the efficiency of remote power restoration and improving the customer experience.

Quickly restoring power after customer payment is a crucial aspect of ensuring residential electricity supply. "In the past, during power suspension and restoration operations, some customers required multiple manual restoration attempts due to reasons like equipment or communication issues," said Li Feifan, a specialist from the marketing service center of Xuzhou Power Supply Company. "Relying on staff to monitor the system 24/7 was not only time-consuming and labor-intensive but also risked restoration delays due to poor coordination or conflicts with other tasks, negatively impacting the user experience."

To genuinely reduce the burden on frontline staff and enhance operational efficiency, the center has continuously promoted the application of RPA robots and explored new models for intelligent power restoration. It is understood that the intelligent power restoration RPA robot can automatically log into the system every 10 minutes, simulate manual operations, monitor in-process restoration workflows in real-time, and automatically execute remote power restoration commands. Upon successful restoration, the system retrieves the customer's real-time current data through the electricity consumption information collection platform. If the current data is successfully obtained, the work order is automatically archived. If data retrieval fails or the current is zero, the system retries after five minutes. After two failures, it automatically sends an SMS notification to the designated area manager for on-site handling. This enables round-the-clock closed-loop management and high-frequency monitoring, effectively improving the speed of on-site power restoration.

According to statistics, since the implementation of this new model, the dispatch time for city-wide power restoration work orders has been shortened from the original 20 minutes to under five minutes, while the average processing time has been reduced from over one hour to within 30 minutes. The average successful processing rate for power restoration has reached 80 percent.