AU2014101062A4 - A system that utilises private and public compute and communication technologies to create a virtual market for customers and service providers. The system automates the management (works management system) of service related work requests posted by registered customers seeking a tendered (bid, quote) response from registered suppliers to complete the said work request. The system offers full lifecycle works management, through work request, acceptance, and completion, rating of the customer and supplier, payment and supplier reconciliation. - Google Patents

Abstract

This abstract discloses a virtualised services market targeted at enhancing productivity. A bespoke works management system enables registered customers to post a work request to multiple registered suppliers, identify and accept the preferred tender and pay for works in a simple time constrained 3 step process using smart phone, tablet or PC. Customers are able to assess the veracity of a tender using a combination of price, schedule and supplier rating. The automated, time constrained process enables customers and suppliers to rate the performance of each party. Suppliers are able to receive requests based on their preferences and access (postcode, category) and manage these within the works management system. Both customer and supplier are provided with a configurable, real time dashboard. Registered customers (1.1) post work requests (2.1.1) inputting core Meta data that defines critical performance parameters required for the automated process. Customers are encouraged embed up to 6 photographs or a 30 second video (2.1.3) to provide a comprehensive summary of the work to be done and increase supplier confidence when submitting a tender. Work requests utilise category specific templates, 2 prompted free text fields and up to 6 photographs/drawings or a 30 second video. Requests are tagged and alerted based on priority, postcode/suburb, category and sub category (2.2.2) and supplier preferences and are automatically presented to registered eligible suppliers (2.2.3). Eligible suppliers are those that are match the customer defined metrics (2.1.1). Suppliers can, through their dashboard, filter work requests by location, category, sub category, postcode and priority. Eligible suppliers receive the same work request. Suppliers tender a response based on customer defined parameters, either fixed price bid or time and materials offer or both. Work requests automatically initiate a time constrained automated process (2.2.1) based on priority, which causes the work request and tender response to expire if not responded to within the available time. The work request is presented in the supplier's dashboard supported by supplier configurable alerts. The supplier reviews the work request and submits a tender (bid, offer) to complete the work (3.3.1). The works management system receives the individual tender (3.2.1) and collates this with other supplier tenders. At tender window closure all offers are presented to the customer (3.2.2). The customer is alerted that all tenders have been posted to the customer dashboard. The works management system initiates an automated customer response window. If a tender is not actioned the automated process removes the tenders from the customer's dashboard. Tenders are presented with supplier ratings (aggregated and individual) (4.1.1). On acceptance of a tender the customer supplier engagement is facilitated by an automated sub process (4.2.1). Customers may select multiple supplier responses and following further negotiation receive a final bid. On acceptance an invoice is generated to the customer and (4.2.3) and supplier (4.3.3). Supplier and customer dashboards are updated, works and reminders calendared (5.2.1). On completion of the work (5.1.1) the supplier initiates the closure sub process and rates the customer (5.2.1). An alert is forwarded to the customer to complete the rate and pay process (5.1.2). All databases are updated (5.2.2) and reconciliation statements issued. . . . . . . . . . . .i C mph1 .5 iE a lg: * T -~P 7x U-1 05olm-

Description

1 A PROCESS TO IMPLEMENT A CLOUD BASED WORKS MANAGEMENT SYSTEM TO DELIVER A VIRTUAL SERVICES MARKET PLACE, ENABLING A CUSTOMER TO RECEIVE TENDERS FOR SEPCIFIED WORK FROM MULTIPLE SUPPIERS IN A TIME CONSTRAINED PROCESS BACKGROUND OF THE INVENTIVE PROCESS [0001] FixMy is an innovative process that relates generally to the creation of a virtual services market place. FixMy is a cloud based bespoke works management system designed to manage and automate the engagement of registered customers seeking a specific, tenderable (bid, offer) service that can be provided by registered suppliers (providers of the requested services). This process delivers the full service life cycle enabling work specification (work request), multiple, prioritised, time constrained competitive tenders, informed selection, work completion, payment and rating. Further the process leverages a broad range of web based capabilities to enhance the experience. Customers and suppliers engage at 'arm's length' until a tender response is selected and the automated process facilitates customer supplier engagement. The process facilitates and reports the rating of both customers and suppliers as a core element of the experience. [0002] Customers of low risk tenderable services are often faced with a number of challenges and uncertainty when identifying and engaging a supplier. Managing this can be time consuming and frustrating and may negatively impact the customer/supplier experience.

2 [0003] FixMy provides full work lifecycle support for the customer requiring only 3 prompted customer interactions from work request to payment. The customer is provided with a personal dashboard to review progress, store supplier details, monitor calendared works and pay and rate the supplier. This automated process provides reminders, templates and prompts to assist the customer. Supplier ratings are associated with the relevant tender responses. [0004] Generally small suppliers do not have the resources to maintain comprehensive administrative support systems and are constrained by the diversity and lack of consistency in customer requests requiring unproductive effort to manage customer service requests. Administrative imposts associated with coordinating works further impacts productivity. Further suppliers often have limited visibility of the market they are in reducing their responsiveness to changes and opportunities. [0004] FixMy provides an automated process that ensures consistency in work request presentation, quoting, rating and payment. Further customers are presented with prompted templates to guide the work request process and can embed photographs or video in the work request. A supplier is only required to interact with the process at tender and work complete/rate customer. Suppliers are presented with time stamped work requests based on priority. Suppliers receive alerts based on work request priority. The supplier dashboard is configurable and provides a real time view into their market counting down the available tender window for each work request. Suppliers are provided with an embedded works management capability that delivers an information rich layered view of all works in their selected areas. Data generated at each process step is aggregated and presented in the dashboard. Suppliers have drill down capability and are able to assess 3 market trends and monitor aggregated ratings of similar businesses. This represents a significant step change in supplier capability. [0005] Many current customer/supplier engagements are frustrated due to unclear or inconsistent timeframes. [0006] Critically FixMy has embedded time constraints into key process steps. Suppliers are constrained to respond to work requests based on work priority. If a request is not actioned within the request window the work request expires and is removed from the supplier dashboard. Similarly customers are required to respond to supplier tenders within the allowed window or the tender expires. Dashboards are configured to present work requests based on time remaining to tender. This process step further supports consistency and will significantly enhance the customer supplier experience. Full web capability enables customers and suppliers to complete these requirements on any device any time anywhere. [0007] Presently customers seeking simple 1 off services have no mechanism for seeking competitive tenders from multiple suppliers in an easy, consistent and efficient way. A common complaint from customers is the time and effort required to access and coordinate multiple quotations for smaller low risk works. [0008] FixMy enables 1 customer to engage multiple suppliers in a timely, safe and constrained manner. Multiple tenders are presented in a common and easily understood format facilitating easy comparison and rapid selection of a preferred supplier.

4 [0009] Many customers experience difficulty when seeking quotes for work, locating suitable available suppliers, assessing supplier performance and price and determining a suitable schedule for the work. This often results in customers selecting 'reputable' suppliers based on supplier provided references or unsubstantiated word of mouth. Consequently many competent and willing suppliers are unable to compete for the work. Many suppliers are unable to sustain a market presence due to an inability to access work opportunities irrespective of their capability. An effective market requires all parties to have as much information as possible to inform the transaction. Lack of information may result in higher prices and reduced levels of service and negatively impacts productivity of the sector. In reality many customers are price takers, or avoid getting the works done at all. [0010] FixMy presents a simple low cost method for engaging and tendering, benefiting customers and suppliers. Customers submit a work request in less than 5 minutes. Suppliers respond using a common fonnat appended to the customer request. High visibility of work enables many more suppliers and allows effective factoring of current workload, requested schedule, location of the work, and number of works in similar location, suppliers rating, customer rating, and priority into their tender. A single supplier may tender similar works very differently given the market forces impacting the supplier at the time of tender. FixMy enhances productivity by creating an information rich competitive environment, expediting engagement, rewarding performance and enabling market forces. [0011] An effective market requires a common language and interface between customers and suppliers. No mechanism currently exists to enable this type of engagement in the service market. A customer engaging multiple suppliers is required to communicate their requirements at each engagement. In reality these are 1 to 1 engagements. Suppliers are rarely competing at the 5 individual customer level simply because there is currently no system that enables customers to achieve the required competitive environment. [0012] FixMy delivers an information rich automated works management system leveraging categories, locations, template work request forms, embedded photographs/video to present the same information to all suppliers, enabling market forces to dictate the tender. Time constrained processes drive rapid resolution of the work request and reduce supplier clutter. Suppliers reduce overheads by using FixMy, improving customer outcomes. Customers will be more likely to increase the work requests on offer due to the FixMy virtual market. The use of embedded pictures/video reduces the requirement for customers to master technical language to communicate their requirements. While ideally suited to particular types of work FixMy can accommodate a comprehensive range of services. [0013] Current demographic trends have been identified by government as requiring new and innovative strategies to enable the engagement of retiring baby boomers in the economy. A key issue is the movement of this group from traditional full time employment into retirement or part time work. There are few effective strategies available to assist this group. [0014] FixMy provides a unique vehicle for enabling this group to continue contributing through work, in a manner that is controlled by them and will add significant community value. Sole traders can establish a business leveraging FixMy. FixMy provides access to works without the expense of advertising and actively supports home based workers and cottage industries. As a locally driven model FixMy encourages collaborative engagement, facilitating connections between customers and suppliers. FixMy includes 6 an embedded works management package and offers monthly reconciliation capability. [0015] Communities are characterised by increasing physical closeness high density dwellings etc and the contradictory outcome of people feeling isolated. Individuals are often reluctant to engage suppliers unless they can establish their credentials. Increasing engagement with the wider world through the internet is balanced with increasing local disengagement and concerns for safety. In effect these and other factors combine to create a large pool of work that is not presented to the market. [0016] FixMy leverages a broad range of internet capabilities to connect individual customers with multiple local suppliers. Work requests include embedded pictures and or video coupled with contextual templates to assist the customer define the work required enhancing communication. These capabilities allow FixMy to be used effectively by individuals for whom English is a second language. Technical knowledge is not required. The unique rating process assists customers and suppliers to manage their safety while facilitating opportunities for communities to collaborate through works. The rating process also provides a price signal for both customer and supplier. [0017] FixMy has developed a unique Not for Profit channel. This allows a voluntary or service organisations to register as a customer and post work requests that can be accessed by members of the community registered as suppliers for this channel, who are willing to offer their services for free, further contributing to collaboration in our communities.

Claims (4)

1. 2. The system of claim 1 enables a registered customer to raise a simple information rich template work request within the works management system. Core customer defined metrics are location, priority, category, sub category, fixed price bid or time and materials offer and preferred window of completion. These key metrics provide the required price signals to suppliers enabling tender (bid, offer) responses and initiate automated processes within the works management system. The works management system delivers format consistency in tender requests enhancing customer/supplier communication and outcomes
2. 3. The system as claimed in claim 2 uses the said customer generated metrics to initiate a time constrained automated tender process. The works management system applies the said customer metrics to an algorithm creating variable tender windows to which customers and suppliers must respond before the work request or the tender response expires
3. 4. When posted the said work request automatically assesses supplier eligibility, posts the said work request to the eligible supplier's dashboard and forwards alerts to the suppliers preferred means of contact. The works management system is configured to enable full functionality of the system at any time anywhere from any capable smart phone, tablet or PC. Work requests can be raised and responded to in the works management system anytime and anywhere connectivity to the internet can be achieved
4. 5. On completion of the work request the supplier initiates in the works management system an alert prompted, automated closure sub process to capture supplier - customer rating, customer - supplier rating, customer payment and automatically updates all works management system databases populating customer and supplier dashboards in real time