Main concerns of business support system

We need to pay attention to the development of business support system, strengthen the research on the specific implementation technical scheme of the next generation business support system, track the problems in construction and study its further evolution. The construction requirements of NGBOSS-BOSS 3.5 include establishing interconnection between GGSN and BOSS based on DCC protocol, realizing the ability to control the arrears risk of GPRS service, and improving the timeliness and accuracy of data service traffic reminder; Through the transformation of comprehensive billing, accounting treatment, accounting management, comprehensive settlement, statistical analysis and other functions, the business model of decentralized accounting period is supported; Support the specification of new bills and detailed bills, and realize the consistency of service and user experience of bills and detailed bills in various channels; Strengthen the management ability of group customers' arrears, establish a refined view of arrears management, strengthen hierarchical credit control, and open up the start-stop interface with various group business platforms; Through the cooperation of the two-level system, we can realize a little payment for the products of group customers and improve the function of group members to pay on their behalf.

We need to focus on the technology of controlled/online charging of data business and the technical solution of decentralized accounting period. With the transformation of voice service convergence charging, the convergence charging system has been built, which supports the unification of multi-service and offline/online charging. At present, we should pay attention to the risk control of arrears of other data services such as GPRS, focusing on its process transformation, system transformation scheme and network transformation scheme, and further pay attention to and study the online billing ability according to the business needs and business characteristics of customers. NGBOSS-CRM 3.5 includes five structural requirements. First, strengthen the management of physical channels, focusing on: improving the management function of social channels; Optimize the application interface of business hall; Realize on-site queuing monitoring in the business hall; Realize the electronic signature of the business hall; Realize centralized management of multimedia playback control in business hall. The second is to improve the supporting capacity of electronic channels, with the focus on developing and deploying the system functions required for "implementing 100% physical channel business on electronic channels", including online payment, logistics control, remote identity identification, etc. Open up the two-way information inquiry and business operation ability between the territorial provinces and the special base; Integrate the third-party plug-in platform of air recharge system; Standardize the functions of mail channels and realize the delivery of electronic bills and active marketing capabilities of mail channels; Realize the functional integration of 10086 portal website with the business websites of group customers. Third, strengthen channel coordination, optimize the interactive control and coordination rules between channels, optimize the interactive means between CRM and economic analysis, and improve the accuracy of channel coordination. Fourth, improve the network-wide integration support ability of group customers, realize the ability of work order operation, monitoring and analysis, improve the operation ability of unified business resource database of group products, enhance the visual presentation ability of network resources, and establish a hierarchical service system for group customers and businesses. The fifth is to standardize the interfaces of CRM, ESOP and other business support systems, and realize the unification of interface design rules, interface framework, interface style and interface element format, and at the same time unify the user interface styles of self-service terminals, online business halls and new business marketing experience platforms to enhance the consistency of cross-channel customer experience.

With the in-depth implementation of centralized operation and management of unified portal, to strengthen the operation of seven types of electronic channels, such as WWW, Wap, client, email, 10086 customer service, self-service terminal and SMS business hall, it is necessary to focus on the centralized construction of electronic channels and two-level collaborative operation, and gradually realize centralized construction and centralized operation from the provincial construction mode. The construction of NGBOSS-BASS 3.5 includes: enriching data sources, introducing platform data such as mobile market, music search, directory manager, push email, mobile phone map, mobile phone securities, 139 lobbyist, mobile phone animation and mobile phone TV, and introducing financial cost data such as social channel reward, terminal subsidy cost and redemption cost of points plan; Improve the application of campus market analysis and channel operation analysis, and increase key applications such as spam management analysis; Establish a data mining model for city-oriented TD-SCDMA business marketing, improve the self-analysis function of local fairs, and strengthen the analysis support for front-line personnel in cities; Standardize the core metadata and promote the decoupling between the information service field and the data management field; Establish data quality monitoring rule base, realize flexible configuration of data quality monitoring rules, improve data quality monitoring function, and realize two-level BASS data quality collaborative management through automatic uploading of monitoring information; Establish a monitoring mechanism based on Web service access to realize front-end access control of sensitive data; Refine the definition of related dimensions and indicators, and constantly promote the standardization of the logical model of data warehouse summary layer; Strengthen the management of the correspondence between logical model and physical model in data warehouse, so as to deepen the standardized service ability of data packaging and improve the data service ability of ESOP/VGOP.

While continuing to track the data encapsulation technology, we will focus on the application of cloud computing technology in BASS field, further expand the application scope of virtualization technology, promote the evolution of traditional IT systems to cloud computing platforms, and achieve the overall goal of gradually reducing the system construction cost on the basis of effectively improving the utilization rate of system equipment. The construction contents of NGBOSS-BOMC 3.5 include: expanding service availability management, realizing the function of obtaining real user behavior data from the actual production environment, monitoring and analyzing the availability of key services in physical channels and online business halls; Strengthen the automation level of resource management, improve the accuracy of resource model and its basic support for business monitoring and system monitoring; Realize the effective connection between change management, release management process and demand management platform, and improve the standardization and automation management level of demand online; Improve the management of operational analysis, focusing on strengthening the functions of business quality analysis, operational efficiency analysis and service level analysis.

Continue to strengthen the security management of business support systems, build a vault authentication authorization management subsystem and an intelligent behavior audit subsystem, and bring new business support applications such as VGOP and ESOP into the unified management of 4A platform; Incorporate the access operation behavior logs of all the first-level and second-level sensitive data in the business support network into the unified management of 4A platform, realize all the security audit rules required by the specification, and meet the storage capacity requirements of audit log data stored for more than 3 years; Establish account password management process to realize account life cycle management.

Construction of business support network security management platform (SMP) subsystem, to promote the automation, intelligence, standardization and process of business support system security management. All security equipment (including firewall, IDS, anti-DoS attack equipment, anti-virus, etc. ) into the unified management of the security management platform, and realize the unified collection and distribution of security equipment configuration strategies; Automate all safety operation plans and standardized safety configuration checks (including level protection, SOX, baseline check, etc.). ) on the safety management platform; Sort out the existing safety operation and maintenance processes, integrate the relevant management and control processes of safety operation and maintenance management into the safety management platform according to the specification requirements, and integrate the relevant electronic processes into the BOMC system. We need to continue to pay attention to the security management of business support systems and the deployment of security measures. ① Employee stock ownership plan

With the goal of "convenient operation and friendly interface", optimize the interface of unified workbench system to realize the unification of interface design, business functions and information; Integrate the basic ability of BOSS, strengthen the management of group customers' arrears and credit control, and realize the one-point payment of group products; Integrate the basic ability of CRM system, enhance the operation, monitoring and analysis ability of end-to-end electronic work orders, realize the hierarchical service system of group customers and businesses, improve the operation ability of unified business resource database of group products, and enhance the visual presentation ability of network resources; Integrate the basic capabilities of BASS, get through the monitoring system of headquarters, provinces and cities, and realize the three-level early warning of 552 key customers.

② VGOP

Expand data sources, continue to receive the first-level service platform data newly accessed by the first-level VGOP, and continue to access the second-level and third-level service platform data in combination with the needs of this province; Through the initial establishment of standardized access process, standard data interface and quality audit system with business platform, the continuous improvement of data quality will be promoted; By constructing the comprehensive business portrait of user number, the existing business portrait model is optimized and refined, which initially meets the demand of high timeliness and small granularity of customer data in the marketing service process of business platform; Through the construction of label operation management module, the generation of user labels and product labels, as well as standardized and streamlined management; Open the workflow interface of two-level VGOP system to realize closed-loop process management of business monitoring, audit, health and abnormal CP monitoring; Initially build a service module, and form an information service oriented to the business platform by integrating its own user grouping, product association and the capabilities provided by external systems.

The technology tracking of ESOP/VGOP system should adhere to the method of "capability encapsulation", give priority to interface integration and application integration, and use data integration cautiously to avoid data duplication and function duplication between ESOP/VGOP system and existing system. At the same time, we should pay attention to using SOA technology to realize capability encapsulation, expand the operational capability and scope of operational support assembly line of OP platform, and improve operational efficiency. With the continuous expansion of customer scale, the billing cycle based on natural month is facing great challenges. Business opening and cancellation are concentrated at the end of the month and the beginning of the month, which leads to a sharp increase in business acceptance of various channels at the end of the month and the beginning of the month. At the same time, centralized billing at the beginning of the month also makes customers' consultation on fees highly concentrated, and the service pressure of window channels is serious. Taking the natural month as a unit, the customer's service demand presents a periodic fluctuation with obvious imbalance at the end of the month and the beginning of the month compared with the middle of the month. This fluctuation is getting bigger and bigger, and it is difficult to balance it by means of resource allocation, which has seriously affected the quality of customer service. The centralized operation of the above-mentioned business validity (failure) and month-end billing has increased the pressure on BOSS and seriously affected the stability of the surrounding systems.

In order to fundamentally solve the above problems, in line with the principle of meeting the actual needs of customers, and on the premise of fully considering customer service and customer perception, through the implementation of decentralized accounting period, the acceptance and effective time of customers' various businesses will be distributed throughout the month, and the centralized processing of monthly closing will be evenly distributed to different time periods, so as to realize business peak cutting and valley filling, thus alleviating the business pressure of each service window at the end of the month and the beginning of the month, improving service quality and further enhancing customer satisfaction.

Decentralized accounting period refers to adjusting the user's natural monthly accounting period to 0: 00 on the user's closing date (optional closing date is 1 5, 10, 15, 20, 25) as the starting point of the user's accounting period, and adjusting it to 24: 00 on the day before the next month as the end point of the user's accounting period. In addition to affecting the user's billing cycle, the decentralized billing cycle also needs to adjust various business rules supporting the system (such as network access rules, package billing rules and Monternet monthly billing and settlement rules), statistical rules of business analysis system, billing cycle and business rules of the whole network business platform.

In the provincial CRM system /BOSS, the transformation of decentralized accounting period does not involve the framework adjustment of supporting systems. We need to focus on transforming the business acceptance, customer management, product management and marketing management of CRM, as well as the comprehensive billing, comprehensive accounting and comprehensive settlement of boss. In order to build a hierarchical hotline service system of "quick solution to simple problems at the front desk and efficient solution to complex problems", China Mobile Terminal Special Seats, Integral Special Seats and Internet Special Seats have been put into operation on 20 10, providing unified services for customers of the whole network, and initially establishing a centralized operation mode of the whole network hotline special seats.

Through the construction of customer service hub, we will build a voice network for first-line and second-line service resources, and realize the voice communication of first-line and second-line customer service platforms with our own business. Through the voice hub, the first-line customer service staff can transfer the user's call to the second-line customer service staff or self-service voice service through call transfer.

We need to pay attention to the technical implementation scheme of customer service hub construction, the networking scheme of signaling/media/data, the evolution/transformation scheme of existing customer service system to NGCC, and study the implementation technology of IMS NGCC. Thin client is a small-volume, low-power access terminal, which provides users with input and output device interfaces and network communication with servers, and is suitable for data centers and server-centric computing modes. The concept opposite to the thin client is the traditional PC (or "fat client"), which usually does all the computing tasks by itself.

According to the common application modes of thin clients, it can be divided into different types such as remote desktop access and desktop virtualization. Remote desktop is a typical application mode of thin client. It uses a local remote connection software, logs in from the thin client to the back-end server through remote access protocols (such as RDP and ICA), and directly uses the application software installed in the back-end operating system. Virtual desktop refers to the separation of computer hardware, operating system, user profiles and applications of different desktop users through virtual desktop infrastructure (VDI) products, so that end users can access their desktop working environment built in virtual machines from thin clients anytime and anywhere through the network.

In the field of business support systems, business halls and call centers can widely promote the application of thin clients. We need to focus on the application modes and terminal types of thin clients in different scenarios, and at the same time we need to track and analyze the later maintenance costs (including maintenance management, power consumption, life cycle, etc.). ) thin client.