WO2009013756A1

WO2009013756A1 - System for efficiently utilizing time during waiting for a service

Info

Publication number: WO2009013756A1
Application number: PCT/IL2008/001032
Authority: WO
Inventors: Yinon Uliel
Original assignee: Mindlife Solutions Ltd.
Priority date: 2007-07-26
Filing date: 2008-07-27
Publication date: 2009-01-29
Also published as: IL184889A0

Abstract

In a system (2) and method for efficiently utilizing time during waiting in line to be rendered a service, without losing the customer's turn, a dispenser (6) allocates a waiting line number and an interface (14) associates the allocated number with an address of a portable communication device (20, 21, 22) carried by the customer. A data unit (12) continuously receives a current waiting line number and a processor (16) coupled to the data unit (12) monitors for each customer the current service provision waiting line number and the respective allocated number and computes for each customer an estimated lead time function for the customer to reach the head of the line. An alert message is transmitted to the portable communication device if the estimated lead time is less than a predetermined threshold based on an estimated time for the customer to return to the line or a function thereof.

Description

System for efficiently utilizing time during waiting for a service

FIELD OF THE INVENTION

The present invention relates to a system and a method for efficiently utilizing time. More particularly, the invention relates to a system and a method enabling efficient use of the time while waiting for a service.

BACKGROUND OF THE INVENTION

In many locations rendering service to the general public, such as in post offices, Government or municipal offices, public health clinics, banks, large pharmacies, travel agencies and the like, a person takes, or is given, a number indicating turn in line and then has to wait, sometimes for an extended period of time, until the number allocated to the person appears on a numbering monitor managing the line. This waiting time is wasted, and many times frustrating, since the time could have been utilized in attending to other matters not too far from the location where the service seeker currently is.

The present situation is such that all of the people in the line must remain in the waiting room until it is their turn to receive the provided service, thus creating a crush because of the great number of people waiting and making it difficult for the service providers to do their work. In addition, the services providers are obligated to provide sufficient space for a large number of customers or service seekers, who are waiting simultaneously to reach their turn for service. Worst of all, all of these people must waste all of their time in the waiting room, from the moment that they begin to wait in the line until their turn is reached, without being able to meanwhile attend to their other affairs, even if they are nearby, because, under the present acceptable practice, if they do not wish to waste all their time waiting and be delayed by a long line and prefer to leave the waiting room, they must return before their number appears on the monitor, without actually knowing the "situation on the ground". If someone leaves and returns after his/her number appeared on the monitor, usually he/she loses the place in the line and must take a new number, resulting in having to stand in line again. WO 04104888 discloses a queue reservation system for enabling a customer to reserve a position in a queue comprises a communication means for receiving a queue reservation request from a customer, a queue processing means and a queue system operatively connected to the queue processing means. The communication means receives a queue reservation request from a customer. The queue processing means processes the queue reservation request from the receiving means and allocates a queue reservation identifier to the customer to identify their place in the queue of the queue system. The queue processing means reserves a place in the queue on behalf of the customer and monitors the customer's place in the queue in order to determine when the customer is likely to be served. The communication means communicates with the customer to advise the customer when they are about to reach the front of the queue.

EP 1 696 327 discloses a system and method for serving clients requesting a service from a service provider is disclosed. The system includes a queue server with wireless access to a mobile terminal operated by the client. When a client wants to access a service, he/she will contact the service provider from the client terminal, supplying the service provider with the ID of the client terminal, a desired notification time and possibly a "service window". The queue server registers the data in a dynamic queue list with associated schedule of service, and arranges the entries in the queue list based on the desired queuing policy. The server then transmits a message to the client next to be served at the estimated serving time minus the desired notification time.

These references do not appear to provide the ability for the person seeking a service to be notified ahead of time by a selected time period that may be a function of a number of prior customers in the queue or of his or her distance from the waiting room.

SUMMARY OF THE INVENTION It is therefore a broad object of the present invention to provide a system and a method for persons waiting for a service to utilize their time until their turn is reached while not losing their turn, as a result of returning too late, if leaving the queue.

It is a particular object of the present invention to provide a system and a method for persons waiting for a service to attend to other matters in other locations without losing their turn to receive a service. In accordance with the present invention there is provided a system for efficiently utilizing time during waiting in line to be rendered a service, without losing the service seeker's turn, said system comprising: a dispenser for allocating a waiting line number; an interface for associating the allocated waiting line number with a destination address of at least one communication device used by the service seeker; a memory for storing the destination address; a data unit for continuously receiving a current service provision waiting line number; a processor coupled to the data unit for monitoring for each customer the current service provision waiting line number and the respective allocated number and for computing for each customer an estimated lead time for the customer to reach the head of the line and for providing an alert signal if the estimated lead time is less than a predetermined threshold based on an estimated time for the customer to return to the line or a function thereof, and a transmitter responsive to the alert signal for transmitting an alert message to the communication device indicating to the service seeker that his/her waiting line number is about to be reached.

The invention further provides a method for efficiently utilizing time during waiting in line to be rendered a service, without losing the service seeker's turn, the method comprising: allocating a waiting line number; associating the allocated waiting line number with a destination address of at least one communication device used by the service seeker; storing the destination address; continuously receiving a current service provision waiting line number; monitoring for each customer the current service provision waiting line number and the respective allocated number; computing for each customer an estimated lead time or a function thereof for the customer to reach the head of the line; transmitting an alert message to the communication device indicating to the service seeker that his/her waiting line number is about to be reached if the estimated lead time or said function thereof is less than a predetermined threshold based on an estimated time or said function thereof for the customer to return to the line.

BRIEF DESCRIPTION OF THE DRAWINGS

In order to understand the invention and to see how it may be carried out in practice, embodiments will now be described, by way of non-limiting example only, with reference to the accompanying drawings, in which:

Fig. 1 is a block diagram illustrating the system for efficiently utilizing the time while waiting in line to reach the turn for receiving a required service, according to an embodiment of the present invention; and Figs. 2 to 4 are flow diagrams showing principal operations carried out by the system of FIG. 1 according to different embodiments of the invention for alerting a customer that his or her turn is approaching.

With specific reference now to the figures in detail, it is stressed that the particulars shown are by way of example and for purposes of illustrative discussion of the preferred embodiments of the present invention only, and are presented in the cause of providing what is believed to be the most useful and readily understood description of the principles and conceptual aspects of the invention. In this regard, no attempt is made to show structural details of the invention in more detail than is necessary for a fundamental understanding of the invention, the description taken with the drawings making apparent to those skilled in the art how the several forms of the invention may be embodied in practice.

DETAILED DESCRIPTION OF EMBODIMENTS

There is illustrated in Fig. 1 a system 2 for efficiently utilizing the time while waiting to reach the turn for receiving a required service and avoid the need to wait in line. There are seen monitors 4, 4j, 4₂, 4_n, located above, or adjacent to, a service provider, typically, a person standing or sitting behind a "window", or an otherwise defined area, referred to as a service-providing station. Each monitor displays a number (or other indicia) designating the fact that an allocated turn and place for a person holding such a number has been reached. Such a number is usually furnished to this person by a number dispenser 6 upon entering the waiting area, and may be in the form of a label bearing a printed number, which number is consecutively issued by the number dispenser. This type of an arrangement for managing a waiting line is known and used. However, the dispenser 6 may be a virtual dispenser that allocates numbers remotely such as via the Internet or telephone, without the need for the customer to be physically close to the service provider. This allows a customer to book a position in the queue in advance. It also allows a customer who leaves the queue to undertake other chores while waiting for his or her turn to arrive, to select a later position if he finds that his chores are taking longer than originally anticipated.

It will be understood that the monitors 4 are typically coupled to a centralized scheduler (not shown) that keeps track of the number of the last person currently being served and increments this number when actuated by one of the service providers. The manner in which the numbers are tracked and incremented is not a feature of the invention. Likewise, the manner in which the next available number is communicated to the awaiting customers is not a feature of the invention. Thus, while the next available number is typically displayed visually alongside the available service provider, it could also be communicated vocally.

The system 2 according to the present invention provides an alert apparatus 10, which is typically placed adjacent to the number dispenser 6, or otherwise associated therewith. The alert apparatus 10 includes a data unit 12 for continuously receiving information from the monitors 4 to 4_n or from a centralized scheduler coupled thereto (not shown), via wires or wirelessly, and a user interface 14 into which a service seeking person enters or receives an allocated line number and enters a telephone or cellphone number or an e-mail address where he or she can be reached and which is stored in a memory 15. The apparatus 10 further includes a processor 16 coupled to the user interface 14 and to the memory 15 for automatically associating between the service seeker's cellphone number(s) or e-mail address and the service seeker's allocated place in line and the current line number. The user interface 14 may also be adapted to allow entry of the service seeker's preference, as to a specific service not rendered at all stations, or his desire to be serviced by a person at a specific station, e.g., the same person who previously provided a service to the customer. The processor 16 is optionally coupled to a GPS unit 17 (constituting a distance measuring unit) that communicates with a remote device carried by the customer, such as a cellular telephone for estimating the distance to the customer. As is known in the art, the distance to a cellular telephone may be estimated to within an accuracy of 100m, which is more than sufficient for the purpose of the present invention. The apparatus 10 further includes a transceiver 18 for communicating with the service seeker's cellphone 20 or with a PDA 21 or portable computer 22 via e-mail. Alternatively, the alert message may be communicated to a landline telephone 23 or to a computer 24 that need not necessarily be portable.

As can now be understood, a person seeking a service at a place where there is a waiting line, obtains a waiting line number either from the dispenser 6 issuing printed serial numbers or possibly in advance as explained above, and enters the waiting line number received from the dispenser 6 into the apparatus 10, or enters a request to obtain a waiting line number from the apparatus 10. It will be appreciated that here, also, the manner in which a number is dispensed to a new customer is not itself a feature of the invention. Thus, while typically the number dispensed by the dispenser 6 is printed, it may be communicated in any other suitable form. In addition, the service seeker enters into the apparatus 10 one or more telephone or cellphone numbers and optionally a preferred message type (e.g. vocal or text), or an e-mail address where he/she can be reached.

Figs. 2 and 3 are flow diagrams showing principal operations carried out by the system 2 according to different embodiments for alerting a customer that bis or her turn is approaching. Thus, in accordance with one embodiment, the apparatus 10 is programmed to alert the customer when a predetermined number of people are ahead of him in the waiting line. For example, if the customer's number is 105, he may be automatically alerted when one of the monitors 4 to 4_n indicates that the customer currently being served has number 100, i.e. when there are five customers ahead of him in the queue. In some embodiments, this number is selectable by the customer so as to allow him to be alerted when a selected number of people are ahead of him in the queue. This allows the customer to adjust the average lead time between being alerted and arriving at the head of the queue according to the expected time it will take him to complete his current activities and return to the line. In similar vein and in accordance with a variation of this embodiment, the lead time may be computed to an estimated or computed distance between the customer and the service provider. For example, it is known to determine the approximate location in space of a cellular telephone using GPS. Thus, if the customer carries on his or her person a cellular telephone having GPS, his location can be constantly monitored and his distance from the service provider, whose location is also known, can be computed. The computed distance can be used as a parameter for determining how far in advance to alert the customer that his turn in the queue is imminent. Of course, distance alone may not be the only factor since the time it takes to return from wherever he is to the service provider clearly also depends on whether he walks or drives, whether he needs to find parking and a host of other factors. In some embodiments, the apparatus 10 allows for entry or selection of other parameters that are used to refine the lead time calculation. In all cases, the lead time for alerting the customer is based on an estimated time for the customer to return to the line or on a function thereof. So, for example, the estimated time may be based on how many prior customers should be waiting in line ahead of a selected customer prior to alerting the selected customer. This number may be preset or selectable based on an estimated departure time of the customer. Likewise, the estimated time may be based on an estimated or measured distance from the customer to the waiting room. The calculation of the lead time function may also be based on determination of an average time that each customer spends at the service window. Thus, by knowing the number of operational service windows and the average service time of each customer, the expected lead time or a function thereof for each customer can be estimated based on his position in the queue. The alerting is effected by the apparatus 10 automatically dialing the telephone or cellphone number associated with the entered waiting line number and sounding a voice message to the service seeker's telephone or cellphone, and/or by the sending of a message, e.g., a written and/or a visual message such as an SMS, MMS, or a similar message communication (hereinafter - a message), to the service seeker's cellphone 20. Likewise, the message may be an e-mail sent to a pocket computer such as a PDA, Blackberry and the like, the e-mail address likewise being associated with the entered waiting line number. Hence, the service seeker is alerted that his/her turn to be provided a service is approaching and that he/she should return to the waiting line to be available, when the number is actually displayed on one of the monitors 4 to 4_n. In some embodiments, the apparatus 10 has the capability, by means of a suitable program, to request the service seeker to enter a preference of a "short" or "long" alert time, or both, namely, the estimated time before the service seeker's number will be displayed, to allow the person sufficient time to return to the line, depending on the distance the person is from the service-providing location.

The calculation of time which the system should perform in order to determine the proper time to send an alert can be performed in many ways, some of which have already been detailed above. The most simple is to compare the service seeker's waiting line number with the waiting line number which is just receiving service, and when the difference between numbers reaches a predetermined number, to actuate an alarming call, and/or a message. The waiting line number of a service seeker can also be compared with any other waiting line number, e.g., an arbitrary smaller number. Furthermore, the comparison can be calculated by any mathematical manner, such as summation, subtraction, multiplication, etc., as known per se.

Fig. 4 shows an embodiment where the service seeker communicates remotely with the transceiver 18 and obtains real-time updates as to which number in the line is currently being serviced. To this end, the transceiver 18 receives a communication request from the remote communication device 20-24 and relays the communication to the processor 16. The processor 16 either automatically identifies the remote communication device, e.g. using Caller-ID or by identifying its IP address or the processor 16 requests that the remote device conveys an ID that has been pre-assigned and stored in the memory 15. The number currently being serviced is then conveyed to the remote communication device according to a default message type or to the message type that was selected by the user and stored in the memory 15.

Advantageously, the apparatus 10 can be programmed to provide voice, written, or visual information regarding the latest number reached to be provided service, or for that matter, the number next in line, when the service seeker calls either vocally or via any other means to verify the estimated time before his/her turn is due to receive a particular service, so as to enable such person to further utilize the time before returning to the service providing station.

Also, the apparatus 10 may be remotely reprogrammed by a service seeker as to a new number of the waiting line numbers. For example, should the person be detained after having already been allocated a waiting line number, the person may, upon receiving a waiting line alert, or at any another time, electronically request to be allocated a new waiting line number. If desired, he may again request that alert be provided with a "short" or "long" lead time, and that the alert be sent to the same or another specified destination address.

According to some embodiments of the invention, the number dispenser 6 may be integrated with the user interface 14 and both may be integrated with the apparatus 10 or may be a separate unit.

It will be evident to those skilled in the art that the invention is not limited to the details of the foregoing illustrated embodiments and that the present invention may be embodied in other specific forms without departing from the spirit or essential attributes thereof. The present embodiments are therefore to be considered in all respects as illustrative and not restrictive, the scope of the invention being indicated by the appended claims rather than by the foregoing description, and all changes which come within the meaning and range of equivalency of the claims are therefore intended to be embraced therein.

It will also be understood that the system according to the invention may be a suitably programmed computer. Likewise, the invention contemplates a computer program being readable by a computer for executing the method of the invention. The invention further contemplates a machine-readable memory tangibly embodying a program of instructions executable by the machine for executing the method of the invention.

Claims

CLAIMS:

1. A system (2) for efficiently utilizing time during waiting in line to be rendered a service, without losing the service seeker's turn, said system comprising: a dispenser (6) for allocating a waiting line number; an interface (14) for associating the allocated waiting line number with a destination address of at least one communication device (20, 21, 22, 23, 24) used by the service seeker; a memory (15) for storing the destination address; a data unit (12) for continuously receiving a current service provision waiting line number; a processor (16) coupled to the data unit (12) for monitoring for each customer the current service provision waiting line number and the respective allocated number and for computing for each customer an estimated lead time or a function thereof for the customer to reach the head of the line and for providing an alert signal if the estimated lead time or said function thereof is less than a predetermined threshold based on an estimated time or function thereof for the customer to return to the line, and a transmitter (18) responsive to the alert signal for transmitting an alert message to the communication device indicating to the service seeker that his/her waiting line number is about to be reached.

2. The system according to claim 1, wherein the dispenser (6) is remote from the data unit (12).

3. The system according to claim 2, wherein the dispenser allocates labels bearing preprinted consecutive numbers.

4. The system according to any one of claims 1 to 3, further comprising monitors (4) each associated with a respective service-providing station for displaying a waiting line number of a customer currently being served.

5. The system according to any one of claims 1 to 4, wherein the user interface (14) is adapted to allow entry of the service seeker's preference such as to a specific service not rendered at all stations, or his preference to be serviced by a specific station,.

6. The system according to any one of claims 1 to 5, wherein the alert signal is a recorded voice message.

7. The system according to any one of claims 1 to 6, wherein the alert signal is a SMS, MMS, e-mail or a similar message communication.

5 8. The system according to any one of claims 1 to 7, wherein the user interface (14) is adapted to allow entry of a preferred message type, such as voice, text, e-mail.

9. The system according to any one of claims 1 to 8, wherein the estimated time for the customer to return to the line is a function of a number of people ahead of the customer when the alert is transmitted.

10 10. The system according to claim 9, wherein the user interface (14) is adapted to allow entry of said number by the customer according to an estimated time of absence from the line.

11. The system according to any one of claims 1 to 10, wherein: a distance measuring unit (17) is coupled to the processor for measuring distance 15 to the customer, and the estimated time for the customer to return to the line is a function of the measured distance.

12. The system according to any one of claims 1 to 11, further including a receiver (18) for receiving a communication request from a service seeker via a remote 0 communication device.

13. The system according to claim 12, wherein in response to the communication request, the processor (16) is adapted to provide a real-time update as to which number in the line is currently being serviced.

14. A method for efficiently utilizing time during waiting in line to be rendered a 5 service, without losing the service seeker's turn, the method comprising: allocating a waiting line number; associating the allocated waiting line number with a destination address of at least one communication device (20, 21, 22, 23, 24) used by the service seeker; storing the destination address; continuously receiving a current service provision waiting line number; monitoring for each customer the current service provision waiting line number and the respective allocated number;

5 computing for each customer an estimated lead time or a function thereof for the customer to reach the head of the line; transmitting an alert message to the communication device indicating to the service seeker that his/her waiting line number is about to be reached if the estimated lead time or said function thereof is less than a predetermined threshold based on an 10 estimated time or said function thereof for the customer to return to the line.

15. The method according to claim 14, wherein said message is a voice message or SMS, MMS, e-mail, or of specified message type.

16. The method according to claim 15, including entering a preferred message type, such as voice, text, e-mail.

15 17. The method according to any one of claims 14 to 16, including estimating the time for the customer to return to the line as a function of a number of people ahead of the customer when the alert is transmitted.

18. The method according to claim 17, including entering said number according to an estimated time of absence from the line.

20 19. The method according to any one of claims 14 to 18, including: measuring distance to the customer, and estimating the time for the customer to return to the line as a function of the measured distance.

20. The method according to any one of claims 14 to 19, including: 25 receiving a communication request from a remote communication device (20-

24), and providing a real-time update to the remote communication device as to which number in the line is currently being serviced.

21. A computer program comprising computer program code means for performing all the method of any one of claims 14 to 20 when said program is run on a computer.

22. A computer program as claimed in claim 21 embodied on a computer readable medium.