BE1030391A1 - Service provider-customer communication system with central data storage and management, integrated synchronized time recording system and local terminals - Google Patents

Abstract

The present invention relates to a special device, in particular a computer, computer network or cloud computing infrastructure, for order and/or complaint management and employee time recording synchronized therewith. Customer-side and employee-side communication devices, which are communicatively connected to this, are created. The various devices can be operated together as a communication system. The devices and the system are operated using relevant procedures and also allow particularly efficient maintenance. The invention further creates relevant computer programs. The performance of the computer programs consists, among other things, in making the functionality according to the invention available on commercially available hardware. The use of the present invention in professional building cleaning and/or maintenance is discussed.

Description

_1- BE2022/5181

Service provider-customer communication system with central data storage and management, integrated synchronized time recording system and local

Terminals - patent application -

Field of invention

The present invention relates generally to the field of electronics

Order management and order administration. The invention relates in a particular way to building management, in particular to the field of

Building cleaning and maintenance.

The invention can thus be used in the context of cleaning and keeping buildings clean. In addition to facilitating routine cleaning, the invention allows effective and efficient management of unscheduled cleaning or even the

Taking special requests from customers living in the buildings into account. Also the

Supply or replenishment of consumer products in buildings benefit from the present invention. Complaint management is provided.

Meaningful and reliable information is recorded centrally and can therefore be used in...

If necessary, it can easily be checked by those involved. By integrating a

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By recording the time of employees, such as cleaning staff, synergies are created, data integrity and consistency are increased and attempts at misuse are made impossible, detected or prevented. In addition, the described technical implementation complies with legal requirements, in particular so-called special laws (compliance with applicable data protection law, in particular EU GDPR, BetrVG, labor law and other legal areas).

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Technical background

In building and cleaning management it is common, for example but not exclusively in professionally used areas such as office space, for processes like this

Cleaning of the areas used or the renewal of consumer products, such as soap or paper towels, are carried out by professional cleaning companies (hereinafter also referred to as service providers). In one example, cleaning specialists trained by a service provider (often employees of the

Service provider) is sent to a building in order to provide office space, work utensils, equipment, for the benefit of the people working here (hereinafter also referred to as customers).

Sanitary facilities and much more to be cleaned or kept clean and maintained.

In many cases, communication with the service provider's employees takes place verbally and verbally "on demand" and completely without protocol (e.g. "Ms. Müller, unfortunately my wastebasket is full again. Would you be so kind as to empty it right away?"). In other

In some cases, especially when cleaning takes place outside of office working hours, a cleaning procedure is carried out

Communication using paper slips. Sticky notes are particularly popular because they don't fly away or get accidentally moved. For example, a handwritten note “please refill the soap by tomorrow.” don't forget! thank you" as

Sticky notes can be attached to an empty soap dispenser.

The described communication between service provider and customer is very inefficient, difficult to track and difficult to understand later and brings with it numerous problems.

Electronic time recording systems are known from another prior art.

For example, an employee can log in to a time recording system at the start of their work

Register working hours, with or without an employee ID card, and again after the work has been completed

_4- Deregister BE2022/5181. The time that has elapsed in between is then considered the employee's working time. Such time recording systems can, for example, enable flexible working hours. Applied to building management, for example, the

Service providers, for example in the form of the human resources department, determine when an employed cleaner has logged in or out of a time recording system.

However, not every building has a time recording terminal on site. In addition, it is for the

Service providers find it difficult to understand whether work was actually being carried out during that time. Employees often forget to log out during free periods and breaks, contrary to regulations. The system is based on a very high degree of trust in its own employees and allows it to be easily misused.

If an employee forgets to log off, it is often completely unclear until when they have worked on a particular day. Then the work performance must be estimated, as many employees no longer know the exact finishing time on the following day

have memory.

In other cases, poor recording of working hours is to the detriment of employees.

A particularly diligent and hard-working employee cannot benefit from their overtime if it is not recorded correctly.

Another prior art discloses two-dimensional codes (quick response codes or QR codes) in the form of document EP0672994B1. Data can be encoded in such codes, which can be read and used with a standard smartphone. The codes can be printed out or by a

displayed. Usually, all you need is a camera on your smartphone to read and use the code.

Also known from the prior art are so-called TSE

Security modules. Technical safety devices are included, for example

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Shop cash registers are used to prevent processes such as tax fraud and money laundering, and to carry out tax audits (in particular the so-called cash audit and

to facilitate operational audits and to prevent the risk of blackout in advance.

Applications for mobile phones (especially for smartphones, so-called “smartphone apps”) are known. These are often made available specific to the operating system, for example for iOS or Android. The user receives updates by downloading a new version of the app via the corresponding app store He can then use the advantages of the new app version.

The current state of technology has the disadvantage that enormous potential remains unused. Especially in building cleaning, communication takes place in old-fashioned and incomprehensible detours. There is no traceability in the event of a dispute.

In addition, data, if it exists at all, is extremely fragmented. Synergy potential and opportunities for data consistency testing therefore remain unused.

The aim of the present invention is to provide service providers, their employees and their employees with appropriate, safe and high-quality technical equipment

To make communication easier for customers and comprehensible in order to avoid, among other things, disorganized and chaotic situations and conditions such as the one described above in advance.

The present invention is therefore based on the technical task of providing methods that overcome the disadvantages of the prior art and enable new solutions. In particular, a method, a device and software for central data storage and management are to be created. For example, can

_6- BE2022/5181 such a solution can also be operated as a software solution on one or more cloud servers. In addition, various end devices, including relevant procedures and relevant software, are created, which interact with the

central server or the cloud.

In order to solve the problems, more flexible, scalable, transferable, safer and more reliable solutions should be created. The cost minimization factor also plays an important role.

A particular problem associated with this is efficient maintenance, servicing and management of the devices.

The disadvantages of the prior art are overcome by the device for order and/or complaint management and an employee time recording synchronized therewith according to claim 1, the employee-side communication unit for order and/or

Complaint management and a synchronized employee time recording according to claim 6, as well as the customer-side communication unit for an order and/or

Complaint management according to claim 12.

The individual components can also be used to create a complex technical system

Communication system can be created according to claim 17.

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Description of the invention

The present invention provides a device having the features of claim 1.

Further advantageous refinements are specified in the subclaims.

Accordingly, a device, in particular a computer, a computer network or a cloud computing infrastructure, is provided for order and/or complaint management and an employee time recording synchronized therewith, which is set up to communicate via at least a first interface with a customer-side

Communication unit to communicate, to communicate via at least a second interface with an employee-side communication unit, and via at least a third explicit or implicit interface with a service provider-side

Communication unit to communicate, the device further comprising: a

Order/complaint management database, which is set up to store data

to record orders and/or complaints from customers via the first interface and data about their processing via the second interface, an employee

Time recording database, which is set up to collect data on working hours

To receive and log employees using the second interface

Synchronization and calculation unit, which has access to the order/complaint management database as well as the employee time recording database, and is set up to generate derivative data based on the data of the order/complaint management database and the data of the employee time recording

to calculate the database and make it available via the second and third interfaces.

Further advantages of the device arise as part of the communication system

Claim 17.

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The present invention further creates a method with the features of claim 18. Accordingly, a method for order and / or complaint management and employee time recording synchronized therewith is provided using a device according to one of claims 1 - 5, comprising the following steps: Get one

order or complaint via the first interface, recording the order or complaint in the order/complaint management database, receiving a

Timestamp, as information relating to the working hours of an employee or an employee

Employee, via the second interface, recording the received timestamp in the

Employee time tracking database, getting a notice about the second

Interface that an order or complaint is accepted and/or that a

Order or complaint has been completed, recording the reference in the order/complaint management database.

The invention also creates computer programs with corresponding functionality.

The solution according to the invention enables time recording for employees and a

Ticket system for orders/complaints elegantly and synergistically combined in one device. The consistent and cross-device combination of time recording and ticket system can save a large number of end devices, especially employee-specific end devices. Significantly less are already enough

Terminal devices, in particular significantly less stationary terminal devices, which are preferred in the context of the present invention - as will be explained in more detail later - from,

The combination of order and complaint management and employee time recording created by the invention enables consistency checks and calculation

_9- BE2022/5181 derivative data. For example, employee efficiency can be calculated, or other evaluations of any form are made possible.

In addition, the processing of orders and complaints becomes more efficient, which is illustrated by a simple example: A customer has submitted an order or complaint that needs to be processed. Preferably, this complaint is not employee specific, but building specific. So there is in a specific building

Need for action, but the customer doesn't care which cleaner does the work

Takes over the task (typical situation). If an employee now logs in to the time recording system combined with order/complaint management according to the invention, building-specific orders can, for example, be assigned directly to the employee. The employee is then directly on site, for example, which is additional

Saves effort. The building-specific order can then be done when registering

Employee, for example assigned to the employee and converted into an employee-specific order. Through the combined order and

Time recording is data and resource efficient and possible without major technical detours, such as interfaces or data conversions.

By using building-specific and non-employee-specific terminals for the

Terminals also take important data protection requirements into account. One

Data transmission does not take place via employees' mobile devices, which they carry around with them personally and can also be lost (including the risk of

theft and subsequent use by unauthorized persons). This increases the

Data security and creates data protection compliance.

Further aspects and advantages are explained when explaining the employee side

Communication unit, the customer-side communication unit and the communication system to be formed from this are clarified, as well as in the discussion of the preferred further developments and embodiments.

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According to a further development, the device for an order and/or

Complaint management and employee time recording synchronized with it as well as an integrity assurance mechanism, in particular based on one

Chaining mechanism, in particular blockchain or TSE mechanism, which is designed to algorithmically secure the integrity of the data in the order/complaint management database and the employee time recording database and thereby

Data verifiability enabled. By ensuring the integrity of the data, a

Verifiability is provided and subsequent manipulation is prevented. this concerns

Data for order processing as well as the synchronized and systematically incorporated employee time recording. The data is particularly reliable when it is checked and/or later used to reconstruct events.

According to a further development, the synchronization and calculation unit is also set up to calculate the derivative data on the basis of the integrity data.

Order/complaint management data secured by a security mechanism

Database as well as data secured by the integrity backup mechanism

To carry out employee time recording database. This also inherits the derivatives

Data the integrity properties of the data on which it is calculated.

For example, if employee productivity is calculated based on the data, the resulting figure meets high integrity standards and is therefore very reliable. An attempt at manipulation is made more difficult in the long term. For example, the derivative data or parts thereof can also be protected by the integrity assurance

Mechanism can be secured immediately if this appears necessary.

In most cases this is not necessary, which saves resources.

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According to a further development, the functions of the device are provided by a hardware-independent, platform-independent and/or hardware- and/or platform-portable application, in particular a web application. Such

The application is not only particularly portable, which means it is compatible with a wide variety of applications

hardware devices and a wide variety of operating system software solutions, but it can be operated centrally. For example, one will

Web application made accessible from the various end devices, while the databases are centrally accessible (or decentralized).

Cloud) location. (For example, there are not countless, poorly synchronized ones

copies of the same data in circulation.)

This reduces data consistency problems to a minimum, which is not only

Errors are reduced, but also enormous resources, especially transmission bandwidth over networks such as the Internet or the mobile phone network, are saved.

Such software can also be modified or “updated” particularly efficiently. No need for numerous decentralized updates and modifications. This brings with it an enormous increase in efficiency in operation and maintenance and, as a result, reduces the associated costs enormously. Essentially, this results in a fully controllable one

Maintenance from a central location (or via a decentralized cloud, but usually with central or quasi-central access).

According to a further development, several companies and/or users, in particular all companies and/or users, share the order/complaint management database and/or the employee time recording database in the form of a central order

_12- BE2022/5181 / Complaint management database and/or a central employee time recording system

Database.

The provider of the solution according to the invention can thus provide numerous other services

Allow companies to benefit from the enormous advantages of the present invention. There is no additional maintenance and/or synchronization effort. Maintainability via what is essentially a central location remains.

So other service companies can become “customers” in relation to the technical solution disclosed here (note: these “customers” are not customers in the sense of the present invention, which, for example, use a customer-side communication unit. Rather, the customers are in turn customers of the “customers” , which also as

service companies operate.)

This creates a network for using the present invention, the use of which can be spread so that the network can be maintained and managed efficiently and with a high level of technical control and without the need for constant synchronization and updates.

For example, in a simple example, another database entry is added to the database tables, or parts of them, which is suitable for this purpose

Service company (“customers”), in particular clearly, to be identified. In this way, all companies efficiently share a single order/complaint management system

Database.

An access account can be set up for companies in such a way that it is only transparent with regard to their own employees and customer orders. This means that everyone

Service provider company cannot have access to the data of other “customers”, even though this is efficient and central (or, if necessary, in a decentralized cloud with central

Access) are stored and managed in the same databases. However, the customer's own data is made directly accessible to the “customer”, for example.

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The invention thus creates a technically efficient solution that is particularly efficient to maintain and technically easily scalable.

The invention creates a 100% representation of the work processes in terms of both

Employees of the service providers as well as with regard to the orders and complaints as well as their processing and logging (including positive feedback for the employees from the customers), and is able to do this thanks to its architecture with (globally) only one required instance of the database(s) and a single one — correspondingly for his

Multifunctional software product.

According to a further development, the integrity of received time stamps,

Order acceptance and completion instructions from security using the integrity system

Security mechanism detected. This data is securely logged and stored

Manipulation protected. [Employee-side communications unit]

The present invention also creates an employee-side communication unit with the features of claim 6.

Further advantageous refinements are specified in the subclaims.

Accordingly, an employee-side communication unit, in particular a terminal or

Tablet, for order and/or complaint management and a synchronized with it

Employee time recording, especially stationary and non-employee specific

Communication unit, in particular building or building part-specific

Communication unit, provided, which is set up to communicate with the device

_14- BE2022/5181 one of claims 1 - 5 to interact and communicate with it, in particular via the second interface, the employee side

Communication unit is further set up to have an employee and/or an

To identify employees based on a security requirement, orders and/or

To receive complaints from the device according to one of claims 1 - 5, to display them and to change a processing status, to record a working time for an employee, in particular a start time, an end time and / or breaks.

The present invention further creates a method for operating an employee-side communication unit with the features of claim 20.

Accordingly, there is a procedure for operating an employee-side

Communication unit according to one of claims 6 - 11 for an order and/or

Complaint management and synchronized employee time recording, comprising the following steps: identifying an employee,

Sending at least one timestamp as an indication of a working time

Employee, via the second interface, receiving at least one order or complaint via the second interface, changing one

Processing status of an order or complaint.

For example, an employee-side communication unit is in one

A terminal installed in a customer's building was implemented. In one example, a commercially available tablet is used as the hardware base material. It can also be special tablets or terminals from security technology. The terminals according to the invention can often also be used, for example, with others

Security features such as card readers for identification, facial recognition and/or fingerprint and/or iris recognition. Such

Features are, for example, also suitable in connection with the present invention to further increase security.

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The high data integrity according to the invention can be achieved in particular by the individual links of the security chain working together synergistically. A chain is always as strong as its weakest link. Through a high security standard for personal identification on the one hand, in connection with the synchronized and uniform recording of working hours and orders on the other hand and, lastly, the use of the integrity security mechanism to ensure the subsequent verifiability of the

Data and falsifiability of falsified data (manipulated data) creates an extremely high standard for the overall resulting data integrity and data verifiability.

However, by setting up with the software according to the invention, an initially commercially available tablet (ready-made product that is available at reasonable market prices) can also be provided with the features of the employee communication unit according to the invention.

The employee communication units set up in this way can be stationary in the customer's buildings, in particular as non-employee-specific ones

Communication units can be used. Automatic order acceptance

For example, employees who log in to the employee-side communication unit are enabled. The important and sensitive data is only transmitted to the stationary employee communication unit. This means that there is no need to rely on a mobile unit - for example an employee's cell phone, which can be lost along with its data, fall into the wrong hands and/or be misused. This raises security standards, especially in...

Regarding data protection, increased.

The invention also makes an important contribution to overcoming a technical problem

prejudice.

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For example, an access card is also used. An access card can be combined with the above-mentioned security features for identification. Also the

The access card itself can contain various modules: This makes it difficult to copy

Security module must be present, which is only used as a subsequent step during a registration process. A simple access module can also be included.

In a simple example, the card is equipped with an access module. The

Access module contains a link (web address) with which the employee can gain access. The web address then only needs to be displayed if the

Employee logs in with the access card. Such a technical variant of the

The access module is particularly easy and flexible to implement for a web-based software solution, meaning that unnecessary data transformation steps are not required. Access is achieved, for example, by opening a link pre-saved on the card. The access authorization can still be achieved through both

Authentication using the security module of the card as well as, for example

Execution of the security checks mentioned above must be verified (e.g.

facial recognition, iris scanner, etc.).

The employee-side device is very simple and centrally maintained, regardless of the

Number of devices so set up. In this context, mutatis mutandis, reference is made in particular to the relevant sections of the discussion of the advantages of the device according to claim 1 and the other independent claims.

The synergy effects of the combined employee time recording and order/complaint management (ticket system) are achieved through the employee side

Device made available.

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According to further training, an employee is identified and/or a

Employee based on a security requirement using and/or relying on the

Integrity assurance mechanism of the device according to one of claims 2 - 5. For example, with adjustment, or a method such as (a)symmetrical

Encryption, with a secured by the integrity assurance mechanism

key instead. The system is particularly reliable and difficult to manipulate because it requires manipulation of the integrity assurance mechanism itself.

According to a further development, the employee-side communication unit is further set up to use and/or rely on the device according to one of the

Claims 2 - 5 to carry out integrity checks of received data, as well as under

Use and/or recourse to the device according to one of claims 2 - 5

Use of time stamps to ensure a backup of the history of time recording events and order and complaint management. Those already described

The advantages of the integrity mechanism are thereby made available and usable in a concrete form on the employee communication unit.

According to a further development, the employee-side communication unit, which can in particular be a stationary and non-employee-specific communication unit, and which in particular can also be a building or building part-specific one

Communication unit can be, further set up to receive an order and/or an

to record a complaint that is not employee-specific and is not assigned to an employee, an employee who identifies themselves at the communication unit,

_18- BE2022/5181 to assign at least one order and/or complaint recorded in this way for processing.

This means that an order can be assigned directly to an employee who can be proven to be on site. There are synergy effects: order acceptance can, for example, be transmitted directly together with the employee's identification information. Also an immediate backup (of the two mentioned) using one

Integrity assurance mechanism is hereby enabled. The possibilities and

Chances of success for manipulation attempts, especially those with the intention of

Obtaining benefits by fraud, but unjustifiably at the expense of others

This minimizes the number of people involved.

According to further training, the employee-side communication unit is also set up to indicate whether an employee has achieved a productivity goal. In this way, the employee can follow his or her measured performance, which can further motivate him or give him certainty. The employee also benefits from the high data integrity provided by the integrity mechanisms. Productivity is just one

Example, other derivative data can also be indexed. This prevents an employee from only finding out about certain data, for example as part of the payroll at the end of the month or as part of a warning under labor law. Such a situation, especially if it is based solely on poor data availability for technical reasons, is annoying for everyone involved and is by no means desirable.

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According to further training, the functions of the employee side

Communication unit through a hardware-independent and/or platform-independent

Application, in particular web application, provided. This does not have to be different

End devices can be adapted and can be maintained centrally and easily. There are no complex updates to download and install on individual devices. More

Advantages can be seen from the remainder of the discussion of the present invention.

The provision can be done in particular by a comprehensive web application, which is also set up to implement the functions of the device according to one of the

To realize claims 1 - 5. This once again prevents application redundancy and saves synchronization and adjustment effort. For example, a web application is provided which can implement the different parts of a communication system according to the invention - with just one

Web application. In the event of an update of a communication system or a

Adaptation simply means adapting or updating a single web application.

Further advantages arise from the relevant discussion above.

According to further training, the procedure for operating an employee-side system includes

Communication unit also carries out the following steps: recording an order and/or an

Complaint that is not employee-specific and is not assigned to an employee,

Assign at least one order and/or complaint recorded in this way to the

Employee who identifies themselves at the communication unit for processing.

This means that an order can be assigned directly to an employee who can be proven to be on site. There are synergy effects: order acceptance can, for example, be transmitted directly together with the employee's identification information. Also an immediate backup (of the two mentioned) using one

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Integrity assurance mechanism is hereby enabled. The possibilities and

Chances of success for manipulation attempts, especially those with the intention of

Obtaining benefits by fraud, but unjustifiably at the expense of others

This minimizes the number of people involved.

According to further training, the procedure for operating an employee-side system includes

Communication unit further the following steps: Receive at least one

Indicator related to a performance and/or productivity goal of the employee, sending at least one integrity request related to received

Data to check the data integrity through the integrity assurance mechanism of the

Device according to one of claims 2-5.

The advantages with regard to indexing arise from the above discussion regarding the appropriate further training of the employee communication unit (device).

Employees should not be denied the enormous benefits of data integrity either. This means that the data displayed can be checked and verified from the employee communication unit. [Customer-side communication unit]

The present invention also creates a customer-side communication unit with the

Features of claim 12.

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Further advantageous refinements are specified in the subclaims.

Accordingly, a customer-side communication unit, in particular a web interface or

Web application, smartphone or smartphone web application, for an order and/or

Complaint management, provided, which is set up to interact with the device according to one of claims 1 - 5 and to communicate with it, in particular via the first interface, and which is further set up to provide a

To accept an order and/or a complaint, in particular a cleaning order or complaint, from a customer, with at least one room, in particular

Part of a building or room, descriptive parameter through the communication unit in

Form of a coded image, in particular quick response codes, is provided and read by the customer's communication unit.

The present invention further provides a method for operating a customer site

Communication unit with the features of claim 23.

Accordingly, a method for operating a customer-side communication unit according to one of claims 12 - 16 for order and/or complaint management, comprising the following steps: Reading a coded image, in particular a quick

Response codes, with an optical sensor or a camera, calculating at least one parameter based on the read coded image, sending an order and/or a complaint and the at least one parameter for processing the

order and/or complaint, receipt of a confirmation.

For example, a customer can graphically read out a printed, displayed or otherwise made available QR code

Create the conditions for completing an order or an order easily, for example using a mobile phone, tablet, computer or other suitable device

to create a complaint (a “ticket”) or send it for processing. A QR code like that

_22- BE2022/5181 should contain an identifier of a space, for example a part of a building or a room. This means that the customer no longer needs to manually enter where he is located or where the order is to be carried out or to which point

Locality a complaint filed relates to. For example, in appropriately selected units of a building, QR codes are hung, displayed or otherwise made available, which differ for each relevant unit because one (or more) different locality parameters are used in the QR code.

Code is encrypted. The customer can, if he wants to place an order (e.g.

Emptying a wastebasket) do this without thinking: all they have to do is scan a nearest building cleaning QR code to create their ticket.

Redundant manual data entries and associated input or

This avoids selection errors.

According to a further development, the customer-side communication unit is also set up to indicate the availability of employees to the customer

Estimate processing time and/or provide current information on the processing status

To make available. Immediate feedback that goes beyond “ticket has been created” corresponds to today’s technical standards and customer expectations, which should be taken into account.

According to a further development, the customer-side communication unit is also set up to ensure that this at least one parameter, together with the remaining data of the order and/or the complaint, is checked by the integrity assurance system.

Mechanism of the device according to one of claims 2 - 5 for the purpose later

Verifiability can be ensured.

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The parameter that identifies the spatiality is determined using the integrity

Security mechanism secured. It is therefore scanned as a whole by the customer and, for example, secured together with the ticket by the integrity security mechanism for later verifiability. In this way, it can be traced later - without manipulation - that a customer has created a specific order with a high degree of security from a specific location. This means that an employee cannot claim that he received a ticket for a location other than the location that actually corresponds to the parameter from the QR

Code was transferred. The actual circumstances are algorithmically secured and comprehensible.

In addition, it is not easy for a customer to create a ticket for a completely different location than the one at which they are located, at least not without great effort. Otherwise this could happen in error. This could otherwise be intentional or even malicious

motives happen. The proposed technical solution largely prevents this behavior.

For example, the customer can no longer easily send a cleaner to the office of a colleague he doesn't like with the order to "finally tidy up" the messy desk. Pranks like this are not possible spontaneously, since the customer who creates the ticket regularly uses the QR for this purpose -Code would have to be scanned in the colleague's office - which will probably prove to be difficult to implement unnoticed by the colleague working there, at least during the colleague's working hours.

According to a further development, the customer-side communication unit is also set up so that the availability of employees, an estimated processing time and / or the information on the processing status is provided by the integrity assurance system.

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Mechanism of the device according to one of claims 2 - 5 can be secured and verified.

By ensuring the integrity of this information, other unwanted

Situations can be reconstructed afterwards. For example, an availability of

Employees, for example those who are already nearby when tickets are created

employees, secured. This way you can prevent employees from knowingly hiding in front of you

“Push” the order by moving away from the locality to which the order or the

The complaint relates to further removal without this being traceable later.

For example, none of the cleaners/employees want to work at a particular one

Customers clean the office because experience shows that it is always quite messy and therefore difficult to clean. Algorithmically securing employee availability ensures that this availability is logged in a tamper-proof manner and can later be reconstructed safely and error-free. This makes untruthful presentations more difficult for everyone involved, while truthful presentations receive additional support through reliable data and information

Get factual material.

According to further training, the functions of the customer side

Communication unit through a hardware-independent and/or platform-independent

Application, in particular web application, provided. This does not have to be different

End devices can be adapted and can be maintained centrally and easily. There are no complex updates to download and install on individual devices. More

Advantages can be seen from the remainder of the discussion of the present invention.

The provision can be done in particular by a comprehensive web application, which is also set up to implement the functions of the device according to one of the

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To realize claims 1 - 5 and/or the functions of an employee side

To realize communication unit according to one of claims 6 - 11. This once again prevents application redundancy and saves synchronization and adjustment effort. For example, a web application is provided which can implement the different parts of a communication system according to the invention - with just one web application. In the event of an update of a communication system or an adjustment, only a single web application needs to be adjusted or updated.

Further advantages arise from the relevant discussion above.

According to a further development, the procedure for operating a customer-side system includes

Communication unit for order and/or complaint management also includes the following steps: Securing the data integrity of the order and/or the

Complaint by means of the integrity assurance mechanism of the device according to one of claims 2 - 5.

The customer's communication unit requires a backup when creating or sending the ticket for later verifiability. This technically prevents the ticket from being lost or manipulated in any way. For example, a manipulator deletes the ticket manually (after managing to hack the system and gaining unauthorized access). Despite the deletion, the existence and content of the ticket can be checked later at the time it was created. This also strengthens customers' trust in the system and makes collecting "ticket sending confirmations", e.g. via screenshot - which can also be falsified - unnecessary and pointless.

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In particular, the parameter contained in the QR code, which identifies the room, can also be secured. This is a manipulation with regard to the location of the

Order or complaint not possible.

The invention also makes it possible to create cross-company time recording and/or order management. It often happens that an employee works for several companies in the cleaning industry at the same time, for example as a freelancer

Employees or on account, and for the work at each of these companies, for example, time recording is required.

The employee can, in particular, for example, with only one ID card or one

Access card, log in and out of all terminals - regardless of the operational affiliation of the terminal or the operational cleaning responsibility for a specific building - and use them.

The terminals and in particular the time recording are available across buildings

Disposal. The terminals and in particular the time recording are also available across companies (across service providers).

In addition to the advantages already mentioned, this creates enormous simplifications

Personnel/employees as well as administration.

The invention and an associated user network can be “opened” and expanded to allow additional participants to participate. This happens due to the high

Security standards of data integrity so that no security risks and

Vulnerabilities of the existing network must be taken into account when the network is expanded to include new service-providing participants.

_27-BE2022/5181

This technology also creates a solid foundation for improved standardized, simplified, automated, unified payroll processes as well

Evaluation mechanisms such as statistics and

Performance evaluations.

If the invention and the network are used appropriately, reliable industry-related statistics can be created.

The invention also creates computers, computer programs, computer networks, data according to the invention and computer-readable data carriers.

All features disclosed in connection with corresponding methods can be used in connection with the devices and computer programs, and vice versa.

The developments of the invention, which are disclosed in the context of a specific device or a specific method, can also be used with the others

Devices and methods can be combined. It is an invention that results in particular from an interplay and interaction between the corresponding ones

Devices and methods results.

_28-BE2022/5181

Figure list

The present invention is explained below with reference to the schematic figures

Drawings specified exemplary embodiments explained in more detail. It shows:

1 is a schematic representation of an exemplary embodiment of a communication system according to the invention,

2 is a schematic representation of a structure of a ticket table according to an exemplary embodiment of the present invention,

3 shows an exemplary QR code for use with the present invention.

In all figures, identical or functionally identical elements and devices - unless otherwise stated - have been given the same reference numerals.

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Description of the drawings

Figure 1 shows a schematic representation of an exemplary embodiment of a communication system according to the invention.

The device 100 according to the invention can be viewed as the “heart” of the invention, although the idea of the invention is also implemented in the communication units 110, 120 that interact with it. An order/complaint management database 102 and an employee time recording database 103 are provided. These are operated synchronously. For reasons of space, please refer to the general description section for individual advantages. A synchronization and calculation unit can take on other such tasks and, in particular, also provide derivative data based on the raw data stored in the database. It can also be ensured that - although data generally does not have to be stored redundantly - there are no divergences between the data in the individual databases and a uniform, consistent and divergence-free history - and in accordance with the actual processes - can also be reconstructed later .

An integrity security mechanism 101 secures the data against unauthorized persons

Manipulation. For example, blockchain technology, TSE technology or one

A combination of these is used. Other security techniques are possible, individually or in combination. The expert already knows - as such - relevant ones

Techniques He can now implement and use these security techniques known to him within the scope of the present invention.

_30-BE2022/5181

A tablet 110 represents an employee-side communication unit 110 and is as

Employee terminal 110 is installed in a fixed location in a building. The Tablet 110 is not employee-specific; different employees can log on to it.

For example, an employee logs in and automatically receives a ticket

Assigned an order that needs to be processed in the building. Alternatively, a manual intermediate processing step can also be carried out by an administrative employee or similar. However, this does not have to be the case, preferably this is not the case since manual intervention is not necessary.

An employee-side communication unit 110 can have a subscriber identity

Modules (SIM) must be equipped. The communication unit 110 can thus be installed or set up in many possible locations and can benefit from the high, widespread availability of mobile radio networks.

With a customer-side communication unit 120, a customer who wants to submit an order or a complaint, i.e. wants to create a “ticket”, can scan a QR code 121 (e.g. using a camera in the communication unit 120). For a detailed description of the customer communication unit 120 and the Quick

Response codes 121 refer to the general part of the description of the invention.

Figure 2 shows a schematic representation of a structure of a ticket table according to an exemplary embodiment of the present invention.

A ticket table can be used in particular for an order/complaint management system.

Database 101 can be used.

Figure 2 gives, among other things, an overview of various possible options

Database entries. Some of these are described below as examples only.

_31-BE2022/5181

A ticket can have an id (#1). A mail hash (#3) can be provided, which enables a hash check.

An identifier for a customer (#4) is particularly advantageous. The customer here means the “customer” of the platform provider, i.e. the service provider. That's how he can

Platform providers, for example, operate a single database centrally. The individual “customers”, i.e. the service providers who use the software platform, can have one

Customer ID (#4) can be assigned. Each “customer” only has transparent access to their own orders, complaints and employee-related tickets. For example, using the customer ID mentioned, a distinction can be made in this way. The orders, complaints and employees of another service provider remain hidden from him. The

This keeps the administrative effort for the software platform operator extremely low.

Updates can be easily implemented and are instantly available to all “customers”, including the employees and customers of the “customers”/service providers. Errors can be easily corrected. Backups and integrity assurance can be implemented centrally (or, for example, using a decentralized cloud, but with central access).

Saves expenses and resources. In particular, modern ones

Integrity assurance procedures are often expensive and/or complex to maintain. It is therefore an advantage if this only happens in one place, especially a central, neutral and difficult-to-manipulate point.

For example, you can use location (#5) and area (#6) as part of a ticket

Information is provided about where there is a need for action/cleaning. Such

Data can also be encrypted, for example, in the QR codes according to the invention.

A message can contain a message text, for example the content of a

Complaint. Positive, negative or constructive feedback can also be included, e.g. “Thank you very much! The conference room was really super tidy and clean for today's board meeting! Big shout out to our great facility managers!”

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Different timestamps can be provided for good and traceable data

Recording of events and chronological processes.

Similar tables can be used for other structures of the invention and their

Create further training, for example, but not exclusively for employees

Time recording database 103.

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List of reference symbols 1 first interface 2 second interface 3 third interface 100 Device for order and/or complaint management and an employee time recording synchronized therewith 101 Integrity assurance mechanism 102 Order/complaint management database 103 Employee time recording database 110 Tablet/terminal /stationary communication unit (employee side) 115 Alternative communication unit (employee side) 104 Synchronization and calculation unit 120 Exemplary communication unit (customer side) 121 Quick Response Code (schematic) 125 Alternative communication unit (customer side) 135 Communication unit (service provider side and/or platform provider side) 500 Communication system

Claims (30)

_34- BE2022/5181 patent claims 1. Device (100), in particular computer, computer network or cloud computing infrastructure, for order and/or complaint management and an employee time recording synchronized therewith, which is set up to communicate with the customer via at least a first interface (1). To communicate with a communication unit, to communicate with an employee-side communication unit via at least one second interface (2), and to communicate with a service provider-side communication unit via at least one third explicit or implicit interface (3), further comprising: an order/complaint management database (102) , which is set up to record data on orders and/or complaints from customers via the first interface (1) and data on their processing via the second interface (2), an employee time recording database (103), which is set up for this purpose to obtain and log data on the employees' working times using the second interface (2), a synchronization and calculation unit (104), which provides access to the order/complaint management database (102) and the employee time recording database (103), and is set up to receive derivative data based on the data from the order/complaint management database (102) and the data from the employee time recording database (103). _35- BE2022/5181 and provide this via the second and third interfaces (2, 3). 2. Device (100) according to claim 1, for order and/or complaint management and employee time recording synchronized therewith, further comprising an integrity assurance mechanism (101), in particular based on a chaining mechanism, in particular blockchain or TSE Mechanism which is set up to algorithmically ensure the integrity of the data in the order/complaint management database (102) and the employee time recording database (103) and thereby enables data verifiability. 3. Device (100) according to claim 2, wherein the synchronization and calculation unit (104) is further set up to calculate the derivative data based on order/complaint management data secured by the integrity assurance mechanism (101). Database (102) as well as data from the employee time recording database (103) secured by the integrity security mechanism (101). 4. Device (100) according to one of the preceding claims, wherein the functions of the device are provided by a hardware-independent, platform-independent and/or hardware- and/or platform-portable application, in particular a web application. _36-BE2022/5181 5. Device (100) according to one of the preceding claims, wherein several companies and / or users, in particular all companies and / or users, the order / complaint management database and / or the employee time recording database in the form of a central order -/Complaint management database and/or a central employee time recording database. 6. Employee-side communication unit (110), in particular a terminal or tablet, for order and/or complaint management and an employee time recording synchronized therewith, in particular stationary and non-employee-specific communication unit, in particular building or building part-specific communication unit, which is set up for this purpose to interact with the device according to one of claims 1 - 5 and to communicate with it, in particular via the second interface (2), the employee-side communication unit being further set up to identify an employee based on a security specification, orders and / or to receive complaints from the device according to one of claims 1 - 5, to display them and to change a processing status, to record a working time for an employee, in particular a start time, an end time and / or breaks. _37-BE2022/5181 7. Employee-side communication unit (110) according to claim 6, wherein an employee is identified on the basis of a security specification using and / or relying on the integrity assurance mechanism of the device according to one of claims 2 - 5. 8. Employee-side communication unit (110) according to claim 6 or 7, which is further set up to carry out integrity checks of received data using and / or relying on the device according to one of claims 2 - 5, as well as using and / or relying on the Device according to one of claims 2 - 5 to ensure a backup of the history of events of time recording and order and complaint management using time stamps. 9. Employee-side communication unit (110) according to one of claims 6 - 8, in particular stationary and non-employee-specific communication unit, in particular building or building part-specific communication unit, which is further set up to - record an order and / or a complaint, which is not - is employee-specific and is not assigned to an employee, - to assign at least one order and/or complaint recorded in this way to an employee who identifies themselves on the communication unit for processing. _38_ BE2022/5181 10. Employee-side communication unit (110) according to one of claims 6 - 9, further configured to indicate whether an employee has achieved a productivity goal. 11. Employee-side communication unit (110) according to one of claims 6 - 10, wherein the functions of the device are provided by a hardware-independent and / or platform-independent application, in particular a web application, in particular by a comprehensive web application, which is also set up to provide the functions of the To realize device according to one of claims 1-5. 12. Customer-side communication unit (120), in particular web interface or web application, smartphone or smartphone web application, for order and / or complaint management, which is set up to interact with the device according to one of claims 1 - 5 and with to communicate this, in particular via the first interface, and which is further set up to receive an order and/or a complaint, in particular a cleaning order or complaint, from a customer, with at least one parameter describing a room, in particular part of a building or room the communication unit is provided in the form of a coded image, in particular quick response codes, and is read by the customer-side communication unit (120). _39-BE2022/5181 13. Customer-side communication unit (120) according to claim 12, further configured to index the availability of employees to the customer, estimate a processing time and / or provide current information on the processing status. 14. Customer-side communication unit (120) according to claim 12 or 13, further adapted to cause this at least one parameter together with the remaining data of the order and / or complaint by the integrity assurance mechanism of the device according to one of the claims 2 - 5 must be saved for later verifiability. 15. Customer-side communication unit (120) according to one of claims 12 - 14, wherein the customer-side communication unit is further set up to ensure that an availability of employees, an estimated processing time and / or the information on the processing status through the integrity assurance mechanism of the device one of claims 2 - 5 can be secured and verified. 16. Customer-side communication unit (120) according to one of the preceding claims, wherein the functions of the device are provided by a hardware-independent and / or platform-independent application, in particular a web application, in particular by a comprehensive web application, which also includes this _40- BE2022/5181 is set up to implement the functions of the device according to one of claims 1 - 5 and / or to implement the functions of an employee-side communication unit according to one of claims 6 - 11. 17. Communication system (150), comprising the device (100) according to one of claims 1 - 5, at least one employee-side communication unit (110) according to one of claims 6 - 11 and / or at least one customer-side communication unit (120) according to one of claims 12 — 16. 18. Method for order and/or complaint management and employee time recording synchronized therewith by means of a device (100) according to one of claims 1 - 5, comprising the following steps: - Receiving an order or a complaint via the first interface - Recording of the order or complaint in the order/complaint management database - receiving a time stamp, as information regarding an employee's working time, via the second interface - recording the received time stamp in the employee time recording database - receiving a Notification via the second interface that an order or complaint has been accepted and/or that an order or complaint has been resolved - recording the notification in the order/complaint management database. _41-BE2022/5181 19. The method according to claim 18 for order and / or complaint management and employee time recording synchronized therewith by means of a device according to one of claims 2 - 5, further comprising the following steps: - Securing the integrity of the newly recorded data by means of the integrity - Securing mechanism - Securing the integrity of the received timestamp using the integrity securing mechanism - Securing the integrity of the received notice using the integrity securing mechanism. 20. Method for operating an employee-side communication unit (110) according to one of claims 6 - 11 for order and / or complaint management and employee time recording synchronized therewith, comprising the following steps: - identifying an employee - sending at least a time stamp, as information relating to an employee's working time, via the second interface - receiving at least one order or a complaint via the second interface - changing the processing status of an order or a complaint, 21. The method according to claim 20 for the operation of an employee-side communication unit according to one of claims 6 - 11, further comprising the following steps: _42- BE2022/5181 - Recording an order and/or a complaint that is not employee-specific and is not assigned to an employee, - Assigning at least one order and/or a complaint recorded in this way to the employee who identifies themselves at the communication unit Editing. 22. The method according to claim 20 or 21 for the operation of an employee-side communication unit according to one of claims 6 - 11, further comprising the following steps: - receiving at least one indicator relating to a performance and / or a productivity goal of the employee - sending at least one integrity request with respect to received data for checking the data integrity by the integrity assurance mechanism of the device according to one of claims 2 - 5. 23. Method for operating a customer-side communication unit (120) according to one of claims 12 - 16 for order and / or complaint management, comprising the following steps: - Reading a coded image, in particular a quick response code, with an optical Sensor or a camera - Calculating at least one parameter based on the read coded image - Sending an order and/or a complaint and the at least one parameter for processing the order and/or the complaint - Receiving a confirmation. _43-BE2022/5181 24. The method according to claim 23 for the operation of a customer-side communication unit according to one of claims 12 - 16 for order and / or complaint management, further comprising the following steps: ensuring that the data integrity of the order and / or the complaint is secured by means of the integrity system. Safety mechanism of the device according to one of claims 2 - 5. 25. Method for a software update of a communication system (150) according to claim 17, comprising only the technically relevant exchange of computer-executable instructions on a single device or at a single location, in particular a central location, in particular on the device according to one of claims 1-5 , which means that the update has already been implicitly completed for all other components of the communication system. 26. Computer program or computer-readable data carrier which is suitable for a computer, a computer network, a cloud computing infrastructure, a smartphone, a tablet, a terminal or a smartphone, web or tablet application to one or more the method according to claims 18 - can cause, and / or is suitable for, the provision of the functions of one or more of the devices according to claims 1 - 17 by a computer, a computer network, a cloud computing infrastructure, a smartphone Tablet, a terminal or a smartphone or tablet application. 25 —44_ BE2022/5181 27. Computer program or computer-readable data carrier according to claim 26, which cumulatively comprises the following instructions: o Instructions which are suitable for effecting the functions of a device according to one of claims 1 - 5 or a method according to claim 18 or 19 o Instructions which are suitable , to effect the functions of an employee-side communication unit according to one of claims 6 - 11 or a method according to one of claims 20 - 22 o Instructions which are suitable for the functions of a customer-side communication unit according to one of claims 12 - 16 or a method according to claim 23 or 24 to effect. 28. Computer program or computer-readable data carrier according to claim 26, comprising instructions suitable for effecting the functions of a communication system according to claim 17. 29. Computer program or computer-readable data carrier according to one of claims 26 - 28, in particular web-based computer program or data carrier comprising one which is set up to be able to implement the functions mentioned, in particular on commercially available hardware devices, in particular in a hardware-independent and / or platform-independent manner. 30. Using a device (100, 110, 115, 120, 125) according to one of claims 1 - 17, a method according to one of claims 18 - 25 and / or one _45- BE2022/5181 computer program or computer-readable data carrier according to one of claims 26 - 29 in professional building cleaning and / or maintenance.