JP7072020B2 - Road service arrangement system - Google Patents

Description

The present invention relates to a road service arrangement system.

When trouble occurs such as a flat tire or a gutter while driving a car, a road service is requested. The road service request is made, for example, by calling the call center of the road service operating company and requesting the operator to dispatch a staff member. Alternatively, a road service may be requested using a smartphone or the like. For example, in Patent Document 1, the content of the trouble input using the smartphone and the location information acquired by GPS are transmitted to the system operator, and the system operator requests the wrecker company to dispatch based on the information. The technology related to this is disclosed. With this technology, the current position of the tow truck is displayed on the screen of the driver's smartphone.

Japanese Unexamined Patent Publication No. 2016-167209

It is an object of the present invention to arrange an appropriate road service staff under the requester.

According to one aspect of the present invention, the road service arrangement system includes a requester terminal, which is an information terminal used by the requester of the road service, and a server. The requester terminal transmits request information including the request position and the content of the trouble to the server. When the server receives the request information from the requester terminal, the server extracts as candidate staff candidates of staff according to the content of the trouble in the vicinity of the request position from the staff of a plurality of load services. Candidate staff information including at least information on the position of the candidate staff is transmitted to the requester terminal. The requester terminal acquires the candidate staff information from the server, displays the information of the candidate staff based on the candidate staff information, and relates to a selected staff who is one staff selected from the candidate staff. The input is acquired and the information of the selected staff is transmitted to the server. When the server acquires the information of the selected staff from the requester terminal, the server sends a request to the staff terminal of the selected staff.

According to the present invention, an appropriate road service staff can be arranged under the requester.

FIG. 1 is a diagram showing an outline of a configuration example of a road service arrangement system according to an embodiment. FIG. 2A is a flowchart showing an outline of an example of the operation of the requester terminal according to the embodiment. FIG. 2B is a flowchart showing an outline of an example of the operation of the requester terminal according to the embodiment. FIG. 3A is a diagram showing an outline of an example of a screen displayed on the display device of the requester terminal and the transition thereof according to the embodiment. FIG. 3B is a diagram showing an outline of an example of a screen displayed on the display device of the requester terminal and the transition thereof according to the embodiment. FIG. 3C is a diagram showing an outline of an example of a screen displayed on the display device of the requester terminal and the transition thereof according to the embodiment. FIG. 4A is a flowchart showing an outline of an example of the operation of the staff terminal according to the embodiment. FIG. 4B is a flowchart showing an outline of an example of the operation of the staff terminal according to the embodiment. FIG. 5 is a flowchart showing an outline of an example of staff information update processing performed by the server according to the embodiment. FIG. 6A is a flowchart showing an outline of an example of dispatch processing performed by the server according to the embodiment. FIG. 6B is a flowchart showing an outline of an example of dispatch processing performed by the server according to the embodiment.

One embodiment will be described with reference to the drawings. In this embodiment, when a trouble such as an accident or breakdown of a vehicle such as a car occurs, a road service member who responds to the trouble rushes to the driver at the request of the driver or the like. Regarding the system for arranging road service to solve troubles. In the system of the present embodiment, in particular, the driver or the like can select and request a staff member from the candidate road service staff members who are nearby. The staff referred to in this embodiment may mean an individual member, an organization such as a unit, a base, a factory, a company, etc. to which the member belongs, or an organization and a plurality of members belonging to the organization. be.

[System configuration]
FIG. 1 is a diagram showing an outline of a configuration example of the road service arrangement system 1 according to the present embodiment. In the road service arrangement system 1 of the present embodiment, services are provided using computers connected to each other via a network 90 such as the Internet. In the road service arrangement system 1, a server 70 that functions as a core system that provides this service is connected to the network.

The driver or the like, who is an end user who receives the provision of this service, has an information terminal such as a smartphone. When a trouble such as an accident or breakdown of a car occurs, the driver or the like uses this information terminal to request a road service. The information terminal possessed by the driver or the like will be referred to as a requester terminal 10. In the road service arrangement system 1, a large number of requester terminals 10 are connected to the network and request the road service as needed.

The staff dispatched in response to a request from the driver or the like has, for example, a tablet-type information terminal. The staff uses this information terminal to receive a request for road service and rush to the driver or the like based on the received information. The information terminal possessed by the staff will be referred to as a staff terminal 40. In the road service arrangement system 1, a large number of staff terminals 40 are connected to the network, and the staff selected in response to the request is dispatched to the requester. Each member of the road service may carry a staff terminal 40, or an organization such as a unit, base, factory, or company to which the member belongs owns several staff terminals 40, and multiple members are staff members. The terminal 40 may be used jointly.

The requester terminal 10 is any of various portable electronic information terminals such as smartphones, tablet-type information terminals, mobile phones, and personal computers (PCs). The requester terminal 10 is, for example, a central processing unit (CPU) 21, a random access memory (RAM) 22, a read-only memory (ROM) 23, a storage 24, a communication unit 25, an input device 31, a display device 32, and a microphone 33. , Speaker 34, positioning unit 35, camera 36, and the like.

The CPU 21 performs various signal processing and the like. The RAM 22 functions as the main storage device of the CPU 21. For the RAM 22, for example, a Dynamic RAM (DRAM), a Static RAM (SRAM), or the like can be used. The ROM 23 records, for example, a boot program or the like. Various information such as programs, parameters, and data used by the CPU 21 are recorded in the storage 24. For the storage 24, for example, a Solid State Drive (SSD), an Embedded Multi Media Card (eMMC), a Universal Flash Storage (UFS), or the like is used. The communication unit 25 is a unit for connecting the requester terminal 10 to the network 90. The communication unit 25 includes a unit for using a mobile phone line, a unit for using a wireless LAN such as Wi-Fi (registered trademark), and the like.

The input device 31 includes, for example, a touch panel, a button switch, and the like. The requester terminal 10 uses the input device 31 to acquire an input by the user. The display device 32 includes, for example, a liquid crystal display, an organic EL display, and the like. The requester terminal 10 displays various images and the like by using the display device 32. The microphone 33 and the speaker 34 are used, for example, for voice calls and voice inputs. The positioning unit 35 is a unit for specifying the position of the requester terminal 10 by using a satellite positioning system such as GPS. The requester terminal 10 acquires the current position information by using the positioning unit 35. The requester terminal 10 may use the image obtained by shooting with the camera 36.

The requester terminal 10 is installed with application software (application) provided by, for example, the server 70 and stored in the storage 24. This application is configured to utilize the road service arrangement system 1 to exert a function suitable for a requester who is an end user to request a road service when a trouble occurs. The CPU 21 displays necessary information on the display device 32 while communicating with the server 70 via the communication unit 25 and the network 90 by this application, acquires the user's input from the input device 31, and requests the information terminal. Operate as a terminal 10.

Further, the application software that operates on the requester terminal 10 may be a web application that operates on the server 70 and is displayed or operated by the web browser of the requester terminal 10. Whether it's a native app or a web app, similar functionality is provided. That is, the program that causes the requester's information terminal to function as the requester terminal 10 may be in the requester terminal 10 or in the server 70.

The staff terminal 40 is also any of various portable electronic information terminals such as tablet-type information terminals, smartphones, PCs, and mobile phones. The staff terminal 40 also has the same configuration as the requester terminal 10. That is, the staff terminal 40 includes a CPU 51, a RAM 52, a ROM 53, a storage 54, a communication unit 55, an input device 61, a display device 62, a microphone 63, a speaker 64, a positioning unit 65, a camera 66, and the like.

Application software (application) provided from the server 70 and stored in the storage 54 is installed in the staff terminal 40. This application is configured to utilize the road service arrangement system 1 so that the road service staff can receive a request based on the request of the driver or the like and exert a function suitable for acquiring the information of the driver or the like. ing. The CPU 51 displays necessary information on the display device 62 while communicating with the server 70 via the communication unit 55 and the network 90 by this application, acquires the input of the staff from the input device 61, and makes the terminal the staff terminal 40. To operate as. The app also has the ability to register staff information, update registered information, and advertise to requesters. As in the case of the requester terminal 10, this application may be a web application instead of the native application. That is, the program that causes the staff terminal to function as the staff terminal 40 may be in the staff terminal 40 or in the server 70.

The server 70 is a computer for the server. The server 70 includes a CPU 81 with high processing capacity, a RAM 82, a ROM 83, a storage 84 such as a hard disk or SSD, a wired communication unit 85, an input device 86 such as a keyboard, a display device 87, and the like.

The server 70 performs various information processing in response to requests from the requester terminal 10 and the staff terminal 40, and provides various information to the requester terminal 10 and the staff terminal 40. The storage 84 is provided with various databases (DBs) required for the road service arrangement system 1. The database contains information about the requester, including the requester's ID, name, address, telephone number, information on the vehicle to be driven, contract information such as a contract with an insurance company and a contract with the operating company of the road service arrangement system 1. Contains information. The requester's favorite road service staff may be registered, such as a factory where the requester always requests maintenance of the vehicle. In addition, in the database, the ID of each member as a staff member, the name of the company or base, the profile, the types of troubles that can be dealt with, the equipment that can be used, the equipment owned, the current position, and whether they are waiting or troubles are being dealt with. Information as a member's staff is included, including information indicating the current situation such as whether it is on the way to the site or on the way to the site, and evaluation information about the member. In addition, the database contains information on IDs, locations, affiliated members, profiles, types of troubles that can be dealt with, equipment, owned equipment, waiting members, contracts with insurance companies, etc. of organizations such as companies and bases as staff. Information as a staff member of the organization is included, including contract information such as a contract with the operator of the road service arrangement system 1 and evaluation information of the organization. Companies and bases may be directly managed by the operating company of the road service arrangement system 1, have a franchise agreement, are a designated cooperating company, or are a recommended company, but such information is also available to members and organizations. It is included in the information about the staff, and is included in the contract information with the operator of the road service arrangement system 1. The evaluation information includes information on self-evaluation and information on objective evaluation.

In the load service arrangement system 1 according to the present embodiment, the corresponding program is provided and installed on each of the requester terminal 10, the staff terminal 40, and the server 70, so that each terminal, computer, and the like can be requested by the requester. It comes to function as a terminal 10, a staff terminal 40, and a server 70, and is completed.

[System operation]
The operation of the road service arrangement system 1 will be described. The operation of each of the requester terminal 10, the staff terminal 40, and the server 70 will be described. Each of the plurality of requesters possesses the requester terminal 10. Each requester terminal 10 operates in the same manner as each other. Each of the plurality of road service staffs has a staff terminal 40. Each staff terminal 40 operates similarly to each other.

<Operation of requester terminal>
The operation of the requester terminal 10 will be described. 2A and 2B are flowcharts showing an outline of the operation of the requester terminal 10 according to the embodiment. 3A to 3C are diagrams showing an example of a screen displayed on the display device 32 of the requester terminal 10 and its transition.

When the application according to the present embodiment is started, in step S101, the requester terminal 10 determines whether or not the initial setting has been completed. This initial setting is a process in which the requester who is a user agrees to the terms of use and registers necessary information about the requester. When it is determined that the initial setting has been completed, the process proceeds to step S103. On the other hand, when it is determined that the initial setting has not been completed, the process proceeds to step S102.

In step S102, the requester terminal 10 performs the initial setting process. In the initial setting process, the screen 710 as shown in FIG. 3A (a) is displayed on the display device 32 of the requester terminal 10. When the user selects the button 711 of the "service terms of service" using the input device 31, the CPU 21 displays the service terms of use stored in the storage 24 or the service terms of use acquired from the server 70 on the display device 32. To display. When the user performs an operation of closing the display screen of the agreement, such as confirming the agreement, the display device 32 displays the screen 710 as shown in FIG. 3A (a) again. When it is detected that the user agrees to the terms and selects the check box 712, the CPU 21 causes the check box 712 to display a check mark.

When it is detected that the user has selected the "Proceed to customer information input" button 713 with the check box 712 checked, the CPU 21 processes that the user has agreed to the terms. Subsequently, the CPU 21 causes the display device 32 to display the information input screen, and accepts the information input using the input device 31. The CPU 21 saves the input information of the application, records it in the storage 24, and transmits it to the server 70 via the communication unit 25. The server 70 registers the user information acquired from the requester terminal 10 in the database. The user information includes the requester's ID, name, address, telephone number, information on the vehicle to be driven, contract information such as a contract with an insurance company and a contract with the operating company of the road service arrangement system 1, and the requester. Contains information about. When the required information is input by the user, the requester terminal 10 ends the initial setting process, and the process proceeds to step S103.

In step S103, the requester terminal 10 determines whether or not to request the road service. For example, when proceeding to step S103, the display device 32 displays a screen 720 for service request, for example, as shown in FIG. 3A (b). On this screen 720, the button 721 of "to request road service" is displayed. When this button 721 is selected by the user, it is determined that the road service is requested. For example, when it is determined that the road service request is not performed, such as when the "to load service request" button 721 is not selected for a predetermined time, the processing of the requester terminal 10 ends. On the other hand, when it is determined to request the road service, the process proceeds to step S104.

In step S104, the requester terminal 10 acquires the content of the trouble. That is, the requester terminal 10 displays the screen 730 for inputting trouble information on the display device 32, for example, as shown in FIG. 3A (c). The screen 730 includes a plurality of buttons 731 indicating the content of the trouble. The user can input the content of the trouble by selecting one of these plurality of buttons. After these buttons are selected, more detailed information may be configured to be entered. In order to convey the details of the trouble in more detail, the user can take a picture of the trouble situation using the camera 36 and attach the taken picture as information. When the content of the trouble is input by the user, the requester terminal 10 acquires the content of the input trouble. After acquiring the trouble content, the process proceeds to step S105.

In step S105, the requester terminal 10 determines a request position, which is a place to request the road service staff to come. That is, the requester terminal 10 displays the screen 740 for determining the request position for staff dispatch on the display device 32, for example, as shown in FIG. 3B (d). At this time, the requester terminal 10 acquires the current position of the requester terminal 10 by using the positioning unit 35, and transmits the information of the current position to the server 70. The server 70 transmits the map information centered on the current position of the requester terminal 10 to the requester terminal 10 based on the information of the current position acquired from the requester terminal 10. The requester terminal 10 displays the map 741 based on the map information acquired from the server 70, for example, as shown in FIG. 3B (d). At the center of the map 741, an icon 742 indicating the requested position is displayed. The user can operate the input device 31 to move the map. The requester terminal 10 updates the map display according to the user's operation. When the place where the staff wants to be called and the icon 742 indicating the requested position match, the user selects the "call here" button 743. The requester terminal 10 can acquire information on the requested position by such an operation by the user. After acquiring the information on the requested position, the process proceeds to step S106.

In step S106, the requester terminal 10 transmits the request information including the content of the trouble acquired in step S104 and the request position acquired in step S105 to the server 70. Based on the request information received from the requester terminal 10, the server 70 extracts the staff who can deal with the trouble according to the content of the trouble and who are currently waiting around the request position. Here, the staff extracted by the server 70 will be referred to as a candidate staff. The server 70 transmits the candidate staff information, which is information about the candidate staff and is a series of information to be presented to the requester, to the requester terminal 10.

In step S107, the requester terminal 10 acquires the candidate staff information sent from the server 70. In step S108, the requester terminal 10 displays the candidate staff on the display device 32 based on the acquired candidate staff information. The display device 32 displays, for example, a screen 750 as shown in FIG. 3B (e). On the screen 750, an icon 752 indicating a requested position is shown on the map 751, and a plurality of icons indicating candidate staff are further shown. In this example, three candidate staff members are extracted, and an icon 753a indicating the first candidate staff member, an icon 753b indicating the second candidate staff member, and an icon 753c indicating the third candidate staff member are displayed. ing. In the vicinity of the icon, the evaluation of the candidate staff and the estimated time required to reach the requested position are shown. That is, in the vicinity of the icon 753a indicating the first candidate staff, the evaluation of the first candidate staff is "A", and it is displayed that the estimated required time is about 30 minutes. In the vicinity of the icon 753b indicating the second candidate staff, the evaluation of the second candidate staff is "B", and it is displayed that the estimated required time is about 25 minutes. In the vicinity of the icon 753c indicating the third candidate staff, the star mark indicating that the third candidate staff is a contractor for the insurance contract contracted by the requester and the estimated required time are about 40 minutes. Is displayed.

In step S109, the requester terminal 10 determines whether or not the user has requested to refer to more detailed information of the candidate staff. For example, when an icon indicating a candidate staff member is selected, it is determined that reference to detailed information about the candidate staff member is desired. If no reference to the detailed information is desired, the process returns to step S107. That is, the candidate staff information is updated by the server 70 at predetermined time intervals. The requester terminal 10 acquires candidate staff information from the server 70 at predetermined time intervals, and updates and displays the candidate staff information based on the acquired information.

When it is determined in step S109 that reference to the detailed information of the candidate staff is desired, the process proceeds to step S110. In step S110, the requester terminal 10 displays the detailed information of the selected candidate staff. The requester terminal 10 displays, for example, a screen 760 as shown in FIG. 3B (f) on the display device 32. On this screen 760, a float display 762 is displayed on the map 761. The float display 762 includes a display 763 of detailed information of the candidate staff.

The display of detailed information 763 includes the name of the company to which the member belongs as the staff member, the name, years of experience in road service, and a photograph of the face. In addition, the degree of strength according to the type of vehicle of the member is displayed by the number of stars. In addition, comments as a member of the member or a staff member of the organization to which the member belongs are displayed. The detailed information is not limited to this, and for example, a caricature may be displayed instead of the face photograph. The name is not limited to the name, but may be a nickname or the like. In addition, the gender may be displayed. Further, not limited to the number of years of experience, a value indicating experience, for example, the number of dispatches may be displayed. In addition, the work that is good at, the type of vehicle that is good at, the qualifications that the person has, and the like may be displayed. In addition, the contractual relationship between the operator of the road service arrangement system 1 and the candidate staff may be displayed to see if it conforms to the insurance contract of the requester. From these contractual relationships, for example, it is possible to know whether the cost is borne by the individual, whether it is covered by insurance, whether it is paid by the operator of the road service arrangement system 1, and the skill of the staff is the road service. It is possible to know whether or not the criteria set by the operator of the arrangement system 1 are satisfied. Here, as detailed information, information on individual members is shown as an example, but the detailed information may be information on the organization to which the member belongs, or information on a plurality of members belonging to the organization. good.

The float display 762 includes an "OK" button 764. The user selects the "OK" button 764 when requesting the displayed candidate staff to deal with this trouble. To turn off the float display 762 and return to the previous screen, such as by referring to information on other candidate staff, select map 761.

In step S111, the requester terminal 10 determines whether the "decision" button 764 is tapped to determine the staff to be requested, or the map 761 is selected and it is selected to return to the previous screen. When it is determined that returning to the previous screen is selected, the process proceeds to step S112.

In step S112, the requester terminal 10 hides the float display 762 that displays the detailed information of the candidate staff. After that, the process returns to step S107. That is, the candidate staff information is acquired from the server 70 again, and the screen of FIG. 3B (e) is displayed.

When it is determined in step S111 that the staff to be requested has been determined, the process proceeds to step S113. In step S113, the requester terminal 10 sets the candidate staff to be decided as the selection staff. The requester terminal 10 transmits the information of the selected staff to the server 70. The server 70, which has acquired the information of the selected staff from the requester terminal 10, sends a dispatch request to the selected staff and waits for a reply from the selected staff as to whether or not to accept the request. The server 70 sends a reply from the selected staff to the requester terminal 10.

The server 70 may determine the most suitable recommended staff based on a predetermined criterion in case the requester is uncertain about the selection. The recommendation staff may be presented to the requester. In addition, the recommended staff may be set as the selected staff based on the instructions of the requester.

In step S114, the requester terminal 10 waits for a reply as to whether or not the selected staff accepts the request. When the reply arrives, the requester terminal 10 determines in step S115 whether or not the selected staff has accepted the request. When the request is rejected without being accepted by the selected staff, the process proceeds to step S116.

In step S116, the requester terminal 10 displays on the display device 32 that the request has been rejected by the selected staff. After that, the process returns to step S107. That is, the selected staff is deleted from the candidate staff, and the display as shown in FIG. 3B (e) is performed again.

When it is determined in step S115 that the request has been accepted, the process proceeds to step S117. In step S117, the requester terminal 10 displays the reception completion screen 770 on the display device 32, for example, as shown in FIG. 3C (g). The requester knows that the reception has been completed and waits for the arrival of the selected staff and the contact from the selected staff. On the reception completion screen 770, a button 771 for displaying the current position of the selected staff, a button for displaying the details of the selected staff such as the selected staff company name, and a button for making an emergency contact to the selected staff. 772 and is included.

In step S118, the requester terminal 10 determines whether or not the button 771 for displaying the current position of the selected staff has been selected. When the current position display is not selected, the process proceeds to step S119.

In step S119, the requester terminal 10 determines whether or not the button 772 for displaying the details of the selected staff has been selected. When the detailed display of the selected staff is not selected, the process returns to step S117. That is, the display of the screen 770 in FIG. 3C (g) continues. On the other hand, when the button 772 for displaying the details of the selected staff is selected, the process proceeds to step S120.

In step S120, the requester terminal 10 displays on the display device 32 a screen 780 for displaying the details of the selected staff as shown in FIG. 3C (h), for example. The screen 780 includes a display of detailed information of the selected staff 781 and a button 782 for making an emergency contact to the selected staff.

In step S121, the requester terminal 10 determines whether the emergency contact button 782 is selected, the predetermined time has elapsed, or the cancel button is selected and it is selected to return to the previous screen. When back is selected, the process returns to step S117. That is, the reception completion screen 770 as shown in FIG. 3C (g) is displayed again.

When it is determined in step S121 that emergency contact has been selected, the process proceeds to step S122. In step S122, the requester terminal 10 makes a voice call connection with the selected staff for emergency contact. By responding to the selected staff, the requester can talk directly with the selected staff. After the call, the process returns to step S117.

When it is determined in step S118 that the button 771 for displaying the current position of the selected staff is selected, the process proceeds to step S123. In step S123, the requester terminal 10 acquires the itinerary information including the current position of the selected staff from the server 70. This itinerary information includes the current position of the selected staff, the route from the current position of the selected staff to the requested position, and the arrival time to reach the requested position.

In step S124, the requester terminal 10 displays the current position and the like of the selected staff on the display device 32 based on the acquired route information. For example, a screen such as the current position confirmation screen 790 shown in FIG. 3C (i) is displayed. This screen contains information showing the map 791, the requested position 793, the current position 792 of the selected staff, the arrival time to the requested position 793, and the route from the current position 792 to the requested position 793. Further, the estimated time of arrival 794 is displayed based on the arrival time. The screen 790 also includes a button 795 that is selected when the staff arrives.

In step S125, the requester terminal 10 determines whether or not it is selected to return to the previous screen. When it is selected to return to the previous screen, the process returns to step S117. That is, the screen 770 of FIG. 3C (g) is displayed again. If no return is selected, the process proceeds to step S126.

In step S126, the requester terminal 10 determines whether or not the staff has arrived. If the staff has not arrived, the process returns to step S123. That is, the server 70 updates the itinerary information at predetermined time intervals, and the requester terminal 10 acquires the itinerary information at predetermined time intervals and updates the screen 790 showing the current position of the selected staff.

When the selected staff arrives at the requested position and it is determined in step S126 that the staff arrival button 795 has been selected, the process proceeds to step S127. In step S127, the requester terminal 10 transmits information to the effect that the selected staff has arrived at the server 70. This completes the series of processes of the requester terminal 10.

<Operation of staff terminal>
The operation of the staff terminal 40 will be described. Each of the road service staff receives a dispatch request using the staff terminal 40. Further, each staff member can input his / her own information registered in the database of the server 70 by using the staff terminal 40. 4A and 4B are flowcharts showing an outline of the operation of the staff terminal 40 according to the embodiment.

In step S201, the staff terminal 40 determines whether or not to update the profile or the like. When the profile or the like is not updated, the process proceeds to step S203. For example, when updating the profile or the like, such as when the staff instructed to update the profile, the process proceeds to step S202.

In step S202, the staff terminal 40 processes the update of the profile and the like. The staff terminal 40 displays a predetermined input form on the display device 62. The staff can register or update information such as his / her profile by inputting necessary items in this input form using the input device 61. The staff terminal 40 transmits the information input by the staff to the server 70. The server 70 updates the database for information about the staff based on the information received. In addition, when a staff member is waiting at another location instead of a registered base such as a factory or office, the staff terminal 40 possessed by the staff member is currently acquired using the positioning unit 65. The location information is transmitted to the server 70. At this time, the server 70 updates the information on the current position of the staff terminal 40. After the process of updating the profile and the like, the process proceeds to step S203.

In step S203, the staff terminal 40 is in a situation such as whether the staff is currently on standby, is in the process of receiving a request and is heading to the requested position, is responding to a customer, or is out of business hours. It is determined whether or not to update the current status information indicating. When the current status information is not updated, the process proceeds to step S205. When updating the current status information, the process proceeds to step S204.

In step S204, the staff terminal 40 updates the current status information. That is, the staff terminal 40 displays the current options on the display device 62. The staff will select the one that applies to the current situation from the displayed options. The staff terminal 40 transmits the selected status information to the server 70. The server 70 updates the database about the current status of the staff based on the received information. After the process of updating the current status information, the process proceeds to step S205.

In step S205, the staff terminal 40 determines whether or not the staff has been selected as a candidate staff for the request by the requester. If not selected as a candidate staff, the process proceeds to step S209. When selected as a candidate staff, the process proceeds to step S206.

In step S206, the staff terminal 40 acquires the request information from the server 70 and displays the information on the display device 62. With this display, the staff can grasp where and what kind of trouble is occurring. In the present embodiment, the server 70 that has received the request information from the requester terminal 10 extracts the candidate staff based on the information registered in advance in the database and presents it to the requester terminal 10. In the present embodiment, not only the information registered in advance but also the information updated after the staff refers to the request information is provided to the requester terminal 10 as the candidate staff information. By displaying the request information on the staff terminal 40, the staff can determine whether or not they are suitable or unsuitable for dealing with the trouble. The staff can provide more suitable information to the requester by transmitting additional information for updating the staff information based on this determination to the server 70 using the staff terminal 40. For example, the staff can add the number of experiences of solving the trouble and the fact that they have the characteristic skills necessary for solving the trouble as candidate staff information. Alternatively, if it is considered that the trouble cannot be dealt with, it is possible to decline the selection as a candidate staff member.

In step S207, the staff terminal 40 determines whether or not the staff who referred to the request information decides to update the candidate staff information. When not updating, the process proceeds to step S209. When updating, the process proceeds to step S208. In step S208, the staff terminal 40 acquires the information to be updated from the staff using the input device 61, and transmits the information to the server 70. After that, the process proceeds to step S209.

In step S209, the staff terminal 40 determines whether or not the dispatch request transmitted from the server 70 to the staff terminal 40 has been received when the requester determines as the selected staff. When the request has not been received, the process returns to step S201, and the above-mentioned process is repeated. For example, when selected by a candidate staff, request information is displayed, and when not selected by a candidate staff, a standby state is set. When it is determined in step S209 that the request has been received, the process proceeds to step S210.

In step S210, the staff terminal 40 displays to the display device 62 that the request has been received. Further, the staff terminal 40 displays a selection screen as to whether or not to accept the request on the display device 62. The staff confirms the request and uses this screen to enter whether or not to accept the request.

In step S211th, the staff terminal 40 determines whether or not the acceptance has been input. When the acceptance is not input and the request is rejected, the process proceeds to step S212. In step S212, the staff terminal 40 transmits to the server 70 that the request is rejected. The server 70 transmits to the requester terminal 10 that the selection staff has rejected the request. After the processing of step S212, the processing returns to step S201.

When it is determined in step S211 that the request has been accepted, the process proceeds to step S213. In step S213, the staff terminal 40 transmits to the server 70 that the request is accepted. The server 70 transmits to the requester terminal 10 that the selection staff has accepted the request. Staff members will be dispatched to the requested position to resolve the problem. Since the current status of the staff is moving from the standby state to the requested position, in step S214, the staff terminal 40 transmits to the server 70 that the current status information is to be updated.

In step S215, the staff terminal 40 determines whether or not an emergency contact has been received while moving toward the requested position. When the emergency call is received, the process proceeds to step S216. In step S216, the staff terminal 40 notifies the staff that the emergency contact has been received by using the display device 62 and the speaker 64. The staff terminal 40 processes an emergency contact response, such as a staff member making an emergency contact call. When the response to the emergency call is completed, the process returns to step S215.

When it is determined in step S215 that the emergency contact has not been received, the process proceeds to step S217. In step S217, the staff terminal 40 transmits the current position information during movement to the server 70. The server 70 creates the itinerary information based on this location information. The server 70 transmits the itinerary information to the requester terminal 10, and causes the requester terminal 10 to update the display of the staff position information.

In step S218, the staff terminal 40 determines whether or not the requested position has been reached. When it has not arrived, the process returns to step S215, and the process of steps S215 to S218 is repeated. Upon arriving at the requested position, the process proceeds to step S219.

In step S219, the staff terminal 40 changes the current state from moving to customer support, and transmits to that effect to the server 70. The staff will solve the trouble at the requested position.

In step S220, the staff terminal 40 determines whether or not the trouble handling has been completed. Processing waits while troubleshooting. When the troubleshooting is completed, the process returns to step S201, and the above-mentioned process is repeated.

<Server operation>
The operation of the server 70 will be described. The server 70 performs various processes in parallel. The server 70 adds a requester to the database according to a contract with the requester, or updates the requester information in the database based on the information received from the requester terminal 10. Similarly, the server 70 adds and updates information about staff in the database. Further, the server 70 extracts appropriate staff as candidate staff based on the request from the requester terminal 10 and presents them to the requester terminal 10, or makes a dispatch request to the selected staff. Make arrangements for.

The process of updating staff information in the database will be described. FIG. 5 is a flowchart showing an outline of the staff information update process.

In step S301, the server 70 determines whether or not to update the registration information. When the registration information is not updated, the process proceeds to step S303. When updating the registration information, the process proceeds to step S302. For example, when a new staff member is registered, the process proceeds to step S302. In step S302, the server 70 updates the staff registration information, for example, by registering a newly added staff, based on the necessary information. After that, the process proceeds to step S303.

In step S303, the server 70 determines whether to update the staff profile. If the profile is not updated, the process proceeds to step S305. When updating the profile, the process proceeds to step S304. For example, when the staff terminal 40 sends the profile update information to the server 70 in the process of step S202 with reference to FIG. 4A, the profile is updated. In step S304, the server 70 updates the staff profile information registered in the database based on the information acquired from the staff terminal 40 and the like. After that, the process proceeds to step S305.

In step S305, the server 70 determines whether or not to update the current status information of the staff. When the current status information is not updated, the process proceeds to step S307. When updating the status information, the process proceeds to step S306. For example, when the staff terminal 40 sends the current status update information to the server 70 in the process of step S204, step S214, or step S219 described with reference to FIGS. 4A and 4B, the current status information is updated. In step S306, the server 70 updates the current status information of the staff registered in the database based on the current status information acquired from the staff terminal 40 or the like. After that, the process proceeds to step S307.

In step S307, the server 70 determines whether or not the staff has been selected by the requester. For example, in the process of step S113 described with reference to FIG. 2A, when the requester terminal 10 sends a message to the server 70 that the staff has been selected, it is determined that the staff has been selected. When no staff is selected, the process proceeds to step S309. When the staff is selected, the process proceeds to step S308. In step S308, the server 70 updates staff information to raise the rating of the selected staff. This is because it is recognized that there is a reason to raise the evaluation because the staff is selected by the requester from among multiple candidate staff. After that, the process proceeds to step S309.

In step S309, the server 70 determines whether or not the questionnaire result including the evaluation regarding the staff in charge input by the requester is received, for example, after the trouble is dealt with by the staff. If the questionnaire result has not been received, the process proceeds to step S311. When the questionnaire result is received, the process proceeds to step S310. In step S310, the server 70 updates the evaluation of the staff based on the received questionnaire result. After that, the process proceeds to step S311.

In step S311 the server 70 determines whether or not the staff has completed the response to the requester. If the response to the requester is not completed, the process returns to step S301, and the above-mentioned process is repeated. When the response to the requester is completed, the process proceeds to step S312. In step S312, the server 70 updates the evaluation of the staff who has completed the response based on the response content. For example, if the preparation time for dispatch is short and the requested position is reached by the scheduled arrival time, the evaluation will be improved. When it takes a long time to be dispatched, the evaluation goes down. Also, when speed violations while moving are confirmed, the evaluation is lowered. The rating goes up when the work time is shorter than the standard time required to resolve the problem. When it takes a long time to solve a problem for no reason, the evaluation goes down. In addition, the evaluation will be updated according to the prescribed rules. Such an evaluation may be an evaluation for each type of work according to the trouble, or may be an evaluation for each type of the vehicle that caused the trouble. After updating the evaluation, the process returns to step S301, and the above-mentioned process is repeated.

As described above, the server 70 updates the information about the staff included in the database in a timely manner. According to the present embodiment, since the staff information is constantly updated appropriately, the server 70 can appropriately extract the candidate staff and provide appropriate information about the candidate staff to the requester.

Next, the dispatch process performed on the server 70 when the request information is received from the requester terminal 10 will be described. 6A and 6B are flowcharts showing an outline of the dispatch process according to the present embodiment.

In step S401, the server 70 acquires the request information from the requester terminal 10. This request information is the request information transmitted from the requester terminal 10 in step S106 described with reference to FIG. 2A.

In step S402, the server 70 extracts candidate staff to be presented to the requester terminal 10 from a large number of staff registered in the database based on the request information. In the extraction of candidate staff, at least the information on the requested position and the trouble content included in the requested information is used. Based on the requested position, the staff who are waiting within a predetermined distance from the requested position are extracted as candidate staff. The distance considered here may be a straight line distance from the requested position, may be a distance along the route by determining the shortest route to the requested position, etc., and may be the type of road or congestion. It may be a distance that takes into account the time to arrival determined using the situation. Further, the staff registered to be able to deal with the trouble reported from the requester terminal 10 is extracted as the candidate staff.

In step S403, the server 70 selects a route from the standby position of the candidate staff to the requested position and calculates the required time for each extracted candidate staff. Here, in the calculation of the required time, the congestion situation of the road such as the presence or absence of traffic congestion is taken into consideration. Therefore, the server 70 acquires the traffic jam information and calculates the arrival time until the requested position is reached by using the traffic jam information. The route may be the shortest route from the current position of the staff to the requested position, or may be the route with the shortest calculated arrival time.

In step S404, the server 70 determines whether or not the information of the candidate staff has been updated. If the candidate staff information has not been updated, the process proceeds to step S406. When the information of the candidate staff is updated, the process proceeds to step S405. In the present embodiment, as described with reference to FIG. 5, the staff information is updated at any time by the input of the staff, and the current position of the staff is also updated by the movement of the staff. Further, as in the process of step S208 described with reference to FIG. 4A, the staff selected as the candidate staff can update the staff information according to the request information. In step S405, the server 70 updates the staff information of the candidate staff based on the updated information. After that, the process proceeds to step S406.

In step S406, the server 70 transmits the latest staff information of the candidate staff to the requester terminal 10. This staff information is acquired by the requester terminal 10 in the process of step S107 described with reference to FIG. 2A. The server 70 waits for the information of the selected staff that arrives from the requester terminal 10 when one staff is selected from the candidate staff.

In step S407, the server 70 determines whether or not the selected staff has been determined by the requester terminal 10. When the information of the selected staff is transmitted from the requester terminal 10 to the server 70 in step S113 described with reference to FIG. 2A, it is determined that the selected staff has been determined. If the selection staff has not determined, the process returns to step S402. That is, the selection of the candidate staff and the latest candidate staff information are transmitted from the server 70 to the requester terminal 10 as described above at predetermined time intervals such as several tens of seconds. For example, if the staff terminal 40 moves, the information is reflected, and if the profile is updated by the staff terminal 40, the information is reflected. In this way, the information of the candidate staff displayed on the display device 32 of the requester terminal 10 performed in steps S108 and S110 described with reference to FIG. 2A is updated to the latest state.

When it is determined in step S407 that the selected staff has been determined, the process proceeds to step S408. In step S408, the server 70 sends a dispatch request to the staff terminal 40 of the selected staff. Based on this dispatch request, the request reception display is displayed on the display device 62 of the staff terminal 40 of the selected staff by the process of step S210 described with reference to FIG. 4A. In response to this display, information on acceptance or refusal of the request is transmitted from the staff terminal 40 to the server 70.

In step S409, the server 70 determines whether or not the reply from the staff terminal 40 is accepted. If it is not accepted but rejected, the process proceeds to step S410. In step S410, the server 70 transmits information to the effect of refusal to the requester terminal 10 of the requester. On the requester terminal 10 that has received this information, a refusal display is made by the process of step S116 described with reference to FIG. 2A. After the rejection transmission in step S410, the process returns to step S402. That is, the server 70 continuously sends the candidate staff information while updating it, and waits for the decision of the new selected staff to be delivered from the requester terminal 10.

When it is determined in step S409 that the reply from the selected staff is accepted, the process proceeds to step S411. In step S411, the server 70 transmits the acceptance to the requester terminal 10. The requester terminal 10 that has received the acceptance information displays the acceptance completion in step S117 described with reference to FIG. 2B.

In step S412, the server 70 acquires information such as the current position from the selected staff heading to the requester. Information on the planned route from the current position to the requested position may be acquired from the staff terminal 40. These pieces of information are information transmitted from the staff terminal 40 to the server 70 by the process of step S217 described with reference to FIG. 4B. In step S413, the server 70 calculates the required time from the current position to the requested position by using the traffic jam information and the like. In step S414, the server 70 transmits the route information including information such as the current position of the selected staff, the route to the request position, and the calculated required time to the requester terminal 10. The requester terminal 10 that has received this route information in the process of step S123 described with reference to FIG. 2B displays it in the process of step S124.

In step S415, the server 70 determines whether or not the selected staff has arrived at the requested position. Upon arrival, the requester terminal 10 receives information to the effect of arrival by the process of step S127 described with reference to FIG. 2B, and arrives from the staff terminal 40 by the process of step S219 described with reference to FIG. 4B. Since the information to that effect arrives, the server 70 can determine whether or not it has arrived. When not arriving, the process returns to step S412. That is, the itinerary information based on the current position of the selected staff is repeatedly transmitted to the requester terminal 10. When it is determined that the selected staff has arrived at the requested position, this dispatch process ends.

[Function of road service arrangement system]
According to the present embodiment, the requester who requested the road service can select the most favorite staff member from the plurality of candidate staff members presented on the requester terminal 10. The requester's satisfaction is increased by the requester's involvement in the selection of staff.

In the request of the staff according to this embodiment, the requester can grasp the status of the staff's arrangement such as the selection of the staff and the request for dispatch until the staff arrives at the requested position, so that there is little anxiety. For example, if the requester talks to the call center operator on the phone and the operator arranges staff, the requester will tell us what process the staff is selected from, and where the staff will arrive at the scene. It is difficult to know when it is. When requesting road service, the requester is particularly likely to feel anxious because it is when the requester is in some trouble. On the other hand, according to the present embodiment, the requester can grasp what kind of staff is around him / her before the road service staff in charge is decided, decides the selected staff, and requests the selected staff. You can also see the process until the staff in charge decides, such as acceptance or rejection of the request from the selected staff. For this reason, the requester's sense of security is increased, and the requester's dissatisfaction such as not knowing when the staff will come is reduced. Furthermore, even after the staff in charge is decided, the requester can wait in real time without knowing the situation because it is possible to know in real time where the staff in charge is now, from which direction they will come to the site, and when they will arrive. You don't have to feel the anxiety that occurs in.

In addition, when selecting staff, when the requester has a sense of land, he / she is familiar with the surrounding shortcuts, etc., rather than selecting a mechanical staff by an operator or computer who does not have a sense of land. In some cases, the requester's choice of staff is more appropriate. By selecting the staff by the requester himself, not only the request position but also the convenience of the requester after that, such as the company that the requester usually uses or the company that is far from the site but close to his home, is taken into consideration. , The selection of the best staff may be made.

For the requester, the time required to reach the requested position is likely to be an important factor in selecting staff. Therefore, in the present embodiment, the arrival time as accurate as possible is calculated in consideration of the route to the requested position and the traffic jam information, and this is presented to the requester.

When the requester selects a staff member, it is easy to select a staff member who is compatible with the requester. By adding candidate staff information based on the request information, it is more likely that the staff that suits the requester will be selected. In the present embodiment, since the information of the individual member of the staff is displayed on the requester terminal 10, the requester can select the staff while referring to not only the information of the organization such as the company but also the information of the person in charge. can. For example, the requester can incorporate the gender and personality of the member as factors when selecting.

The arrival time to the requested position of each staff member is calculated in consideration of traffic congestion information. This arrival time can be confirmed not only by the requester but also by the staff. For this reason, it is expected that the service will be improved, such as the staff observing the arrival time and heading to the requested position. Similarly, since the behavior of the staff is reflected in the evaluation of each staff in the system, it is expected that the service by the staff will be improved.

As described above, according to the present embodiment, it is expected that appropriate road service staff will be arranged under the requester.

Although the present invention has been described above with reference to preferred embodiments, it is needless to say that the present invention is not limited to the above-described embodiments, and various modifications can be made within the scope of the present invention. Nor. For example, a part of the processing may be omitted, another processing may be added, or the order of the processing may be changed if no inconvenience occurs.

1 ... Road service arrangement system 10 ... Requester terminal 21 ... Central processing unit (CPU), 22 ... Random access memory (RAM),
23 ... Read-only memory (ROM), 24 ... Storage, 25 ... Communication unit,
31 ... Input device, 32 ... Display device, 33 ... Microphone, 34 ... Speaker,
35 ... Positioning unit, 36 ... Camera 40 ... Staff terminal 51 ... CPU, 52 ... RAM, 53 ... ROM, 54 ... Storage,
55 ... communication unit, 61 ... input device, 62 ... display device, 63 ... microphone,
64 ... Speaker, 65 ... Positioning unit, 66 ... Camera 70 ... Server 81 ... CPU, 82 ... RAM, 83 ... ROM, 84 ... Storage,
85 ... Communication unit, 86 ... Input device, 87 ... Display device 90 ... Network

Claims (11)

The requester terminal, which is the information terminal used by the requester of the road service,
It is a road service arrangement system equipped with a server.
The requester terminal transmits request information including the request position and the content of the trouble to the server.
When the server receives the request information from the requester terminal, the candidate of the staff corresponding to the content of the trouble in the vicinity of the request position is extracted as the candidate staff from the staff of the plurality of road services, and the above. The candidate staff information, which is the information of the candidate staff, is transmitted to the requester terminal, and the information is sent to the requester terminal.
The requester terminal acquires the candidate staff information from the server, displays the information of the candidate staff based on the candidate staff information, and relates to a selected staff who is one staff selected from the candidate staff. Get the input, send the information of the selected staff to the server,
When the server acquires the information of the selected staff from the requester terminal, the request is transmitted to the staff terminal of the selected staff.
It is a road service arrangement system
The candidate staff information is
Information on the location of the candidate staff and
At least one of the pre-recorded evaluation of the candidate staff related to the type of work according to the trouble and the evaluation related to the type of the vehicle that caused the trouble.
Information based on pre-recorded contractual relationships, including at least one of the insurance contract for the requester and the contract related between the candidate staff and the operator of the road service arrangement system.
including,
Road service arrangement system . To the requester terminal, which is the information terminal used by the requester of the road service,
Sending request information including the request location and the content of the trouble to the server of the road service arrangement system,
Obtaining candidate staff information , which is information on candidate staff who are road service staff extracted based on the request information, from the server, and
Displaying the information of the candidate staff based on the candidate staff information and
Obtaining input regarding the selected staff, which is one of the candidate staff selected from the above candidate staff,
It is a program for sending the information of the selected staff to the server and executing it .
The candidate staff information is
Information on the location of the candidate staff and
At least one of the pre-recorded evaluation of the candidate staff related to the type of work according to the trouble and the evaluation related to the type of the vehicle that caused the trouble.
Information based on pre-recorded contractual relationships, including at least one of the insurance contract for the requester and the contract related between the candidate staff and the operator of the road service arrangement system.
Including the program . The candidate staff information is for each candidate staff member individually.
At least one of the company name, name, gender, face photo, caricature, and experience value,
Includes profile information, including at least one of your favorite work, your favorite vehicle type, your qualifications, and your comments.
The program according to claim 2. The candidate staff information is for each candidate staff.
Current position and
The route from the current position to the requested position and
Includes the arrival time to reach the requested position, calculated using the congestion information for the route.
The program according to claim 2 or 3 . The candidate staff information includes, for each candidate staff, information updated by the candidate staff after transmission of the request information.
The program according to any one of claims 2 to 4 . After transmitting the information of the selected staff to the server, the requester terminal
The route information including the current position of the selected staff, the route from the current position to the requested position, and the arrival time to reach the requested position calculated using the congestion information of the route. To get and
The program according to any one of claims 2 to 5 , for further displaying and executing the information of the selected staff based on the itinerary information. On the server of the road service arrangement system,
When request information including the request position and the content of the trouble is received from the requester terminal, which is the information terminal used by the requester of the road service, the content of the trouble in the vicinity of the request position from among the staff of multiple load services. Extracting staff candidates according to the situation as candidate staff,
Sending the candidate staff information , which is the information of the candidate staff, to the requester terminal,
After acquiring the information of the selected staff, which is one staff selected by using the requester terminal from the candidate staff, from the requester terminal, the request is sent to the staff terminal of the selected staff. It is a program for
The candidate staff information is
Information on the location of the candidate staff and
At least one of the pre-recorded evaluation of the candidate staff related to the type of work according to the trouble and the evaluation related to the type of the vehicle that caused the trouble.
Information based on pre-recorded contractual relationships, including at least one of the insurance contract for the requester and the contract related between the candidate staff and the operator of the road service arrangement system.
Including the program . To the server
At least one of the evaluation related to the type of work according to the trouble and the evaluation related to the vehicle causing the trouble for each staff based on the information including the selection of the selected staff by the requester terminal. Further execution to determine the evaluation information including any one,
The candidate staff information includes the evaluation information.
The program according to claim 7 . To the server
Obtaining traffic jam information and
Acquiring the current position from the staff terminal of the candidate staff and
Using the current position and the traffic jam information, the route from the current position to the requested position and the arrival time until reaching the requested position are further executed.
The candidate staff information includes the current position, the route, and the arrival time.
The program according to claim 7 or 8 . To the server
To send that the candidate staff has been extracted as the candidate staff to the staff terminal of the candidate staff.
Receiving update information from the candidate staff and
The program according to any one of claims 7 to 9 , further executing the transmission of the candidate staff information including the update information to the requester terminal. To the server
After sending the request to the staff terminal of the selected staff,
Obtaining traffic jam information and
Obtaining the current position from the staff terminal of the selected staff and
Using the current position and the traffic jam information, the arrival time to reach the requested position is determined, and
Any of claims 7 to 10 for further executing the transmission of the route information including the current position, the route from the current position to the requested position, and the arrival time to the requester terminal. The program described in Crab.

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