JP2004030575A - Automatic vehicle dispatching notification system in an emergency - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an automatic vehicle dispatching notification system in an emergency capable of speedily and efficiently dealing with an accident or fault of a car. <P>SOLUTION: The automatic vehicle dispatching notification system has a call center 20 for receiving trouble from a client 10, a command center 30 for receiving a command from the call center and a dispatching center 40 for receiving a command from the command center, and the command center 30 is provided with: a database 31 for registering information such as a location of the dispatching center 40, a name of a dealer 50, dealing work contents, an E-mail address and the like; a means for preparing a procedure for dispatching the dealer 50 to the job site as E-mail; a means for determining the priority of the dealer 50 based upon requested work contents and accident occurrence areas; a means for automatically transmitting the E-mail to a mobile terminal of the dealer 50 according to the priority; and a means for stopping the automatic transmission when any one of dealers 50 answers that dealing is possible. <P>COPYRIGHT: (C)2004,JPO

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to an emergency dispatching operation automatic notification system such as an accident or a failure using an electronic mail on the Internet.
[0002]
[Prior art]
Conventionally, when a car accident or breakdown occurs, the police and the fire department are contacted according to the nature of the accident, and the parties involved in the accident are the insurance companies and JAF (Japan Automobile Federation), etc. The insurance company, JAF, etc., contact the accident handling organization and confirm the name, insurance number, vehicle type, details of the accident, the place where the accident occurred, etc., and are dispatched to the site. It is a competitor's claim that this kind of service is available 24 hours a day, 365 days a year.
[0003]
In some cases, such injuries and breakdowns are dealt with locally by agencies such as insurance companies and JAFs. However, if staff members are on standby at all times, labor costs are wasted, and it is not always necessary to wait. It is not always the case that the number of staff present can respond to an accident. It is also difficult for a single company to cover the whole country.
[0004]
Therefore, in practice, we have a business tie-up with places that have main business such as maintenance factories nationwide, contact the partner during working hours, and do not drink alcohol at home or outside working hours. The system employs a mobile phone or other means to contact a duty person who is ready to be dispatched.
[0005]
On the other hand, Japanese Patent Application Laid-Open No. 2000-232533 (Patent Document 1) discloses that the time from the occurrence of an accident to the first report to police and fire departments is reduced, and the time until an emergency vehicle reaches the site is shortened. For this reason, the vehicle is equipped with accident detection means, and when the vehicle is involved in an accident, the emergency notification device connected to the accident detection means is automatically activated. A vehicle emergency notification system that specifies the type of accident and the location of the accident vehicle and takes necessary measures is disclosed.
[0006]
[Patent Document 1]
JP 2000-232533 A
[Problems to be solved by the invention]
There are a wide variety of types of car accidents and troubles that require a dispatch request, such as a collision accident, a personal injury accident, a loss of a wheel, lack of gas, an engine trouble, a lost key, a dead battery, and the like. Therefore, the company and the staff that can respond vary according to the type.
[0008]
The accident processing company registers the processing organization of the partner, selects an appropriate processing organization according to the contents of the dispatch request and the region, and makes a telephone call. However, because partners have regular jobs, it is not always possible to get the first contact. If it is not convenient, it is said that the next candidate will be contacted and the place that can be dispatched will be hit, but each time you contact, you will have to tell the same request for dispatching, sometimes from several companies. There is a problem that it takes a long time for the person in charge to arrive and decide on the accepting company, which makes it impossible to respond promptly.
[0009]
Further, the system described in Patent Literature 1 has a problem that a report system cannot be established unless each vehicle is provided with an accident detection means and an emergency report device, and it is impossible to cope with various troubles other than the accident.
[0010]
Therefore, an object of the present invention is to provide an emergency dispatching operation automatic notification system capable of promptly and efficiently responding to a car accident or failure.
[0011]
[Means for Solving the Problems]
In order to solve the above-mentioned problems, an emergency dispatching operation operation automatic notification system of the present invention includes a call center that receives a trouble from a client, a command center that receives a command from the call center, and a dispatch center that receives a command from the command center. The dispatch center has a database for registering information such as the location of the dispatch center, names of responders, available work contents, e-mail addresses, and the like, and accidents and vehicle failures from the call center. Means for preparing a procedure for dispatching a responder to the site in response to a rescue request notification as e-mail, means for determining the priority of the responder based on the content of the requested work and the accident occurrence area, and the priority Means to automatically send an e-mail to the responder's mobile terminal in accordance with Said automatic transmission when have is that a means for stopping.
The priority is obtained by sorting the database based on the requested work content and the accident occurrence area.
This system implements a system for establishing a communication network by e-mail to send a person in charge to the site in response to a notification of a rescue request such as an accident or a breakdown of a vehicle, thereby realizing a system for promptly responding. In addition, a computer program created for automatic processing of sending / receiving an e-mail for a contact is used.
[0012]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, embodiments of the present invention will be described with reference to the drawings.
FIG. 1 is a schematic configuration diagram of an emergency dispatching operation operation automatic notification system of the present invention, FIG. 2 is a flowchart of processing in a command center, and FIG. 3 is a flowchart of management of a computer system.
[0013]
For the sake of convenience, the names are defined as follows.
A customer who encounters an accident, a vehicle failure, a lost key, or the like is referred to as a “client” 10.
A place for accepting requests from the client 10 for accidents, vehicle failures, lost keys, etc. is called a “call center” 20.
[0014]
The place where the call center 20 is notified of the accident / failure and issues a command to the corresponding underwriting party to perform the coordination is called a “command center” 30. The call center 20 can also serve as the command center 30.
[0015]
A place that receives a command from the command center 30 and gives an instruction to an individual (employee) who actually performs processing is called a “dispatch center” 40. Here, the command center 30 is determined based on the content of the accident / failure and the accident occurrence area, and the command center 30 calls the registered dispatch center 40.
[0016]
The individual (employee) who finally sends an e-mail to the effect that the dispatch center 40 responds to each event and performs a process is called a “responder” 50.
The computer of the command center 30 has a database 31 and stores the following tables.
[0017]
(1) Center master table: Register all command centers and dispatch centers.
Center code: Unique code name, phonetic, abbreviation, postal code, address, telephone number, fax number, responsible person name, responsible person's telephone number, responsible person's mobile phone number, responsible person assigned to each command center and dispatch center E-mail address (e-mail such as PC and mobile phone)
[0018]
(2) Employee master data table Employee code, affiliation center code, event code (type of accident that can be handled), dispatch priority (notify the command center of the priority change to receive calls, update daily or each time), employee name , Reading, mobile phone number, fixed phone number, FAX number, e-mail address (e-mail of PC and mobile phone, etc.), postal code, address
(3) Member master data table Member number, registration date, name, reading, gender, postal code, address, fixed telephone number, mobile phone number, e-mail address (e-mail for PC, mobile phone, etc.)
[0020]
(4) Event master data table Event code, event name (accident, lack of gas, puncture, etc.), event explanation (simple explanation), memo (explanation of correspondence, etc.)
[0021]
(5) Correspondence code (event code), correspondence name (accident, lack of gas, puncture, etc.), correspondence explanation (simple explanation), memo (explanation of correspondence, etc.)
[0022]
(6) E-mail master data table E-mail code (e-mail code number), e-mail content (content of outgoing e-mail), memo (explanation of e-mail)
[0023]
(7) District master data table District code (code of responsible district), district name (name of responsible district)
[0024]
(8) Event correspondence table Event code, event name (if not in the event data table, manually input), occurrence date, occurrence time, response flag, responder code, response code (processed, unsupported, canceled, etc.) , Etc.), the reason for the response (how it was handled), the client code (member code), the client name, reading, the postal code, address, mobile phone number, landline phone number, client email address, Request handling flag (determining whether or not this member can be handled), request handling flag memo (judgment reason), memo
(9) Priority table Center code, district code, event code (overlapping is possible), priority (priority to dispatch)
The priority table is as shown in FIG. 4, but in practice priority is assigned to each responder.
[0026]
Hereinafter, the processing flow will be described with reference to FIG.
Call center 20 → Command center 30 → Dispatch center 40 → Responder 50
A communication network. The call center 20 communicates with the command center 30 by telephone or e-mail, and receives details of the command by fax or e-mail. Upon receiving the command, the command center 30 inputs the content of the command and various data on the computer screen according to the priorities determined in advance (if the command from the call center 20 is an e-mail, the necessary items are automatically picked up and transferred). Then, the message is transmitted as an e-mail to the mobile phone of the responder 50 using the e-mail function. Considering the possibility of e-mail delay, the responder is also called to the mobile phone at the same time. However, since a telephone call is not required at this time, only a so-called one-call notification from the caller is required. The call to the mobile phone can be set on the screen of the command center to make or not make a phone call. After the responder 50 is determined, the same information is transmitted by fax to the dispatch center 40 to which he / she belongs.
[0027]
The responder 50 who has received the e-mail immediately informs the command center 30 to the command center 30 by telephone or e-mail, if he / she can respond, to the command center 30 by telephone or e-mail. The command center 30 that has received the telephone or the e-mail performs a termination process of the dispatch instruction currently being activated. When the contact of the responder 50 is not received within the set time, or when a higher-ranking person receives an e-mail indicating that the responder 50 cannot respond immediately, the command center 30 Is removed from the responder list, and a similar e-mail is automatically sent to the responder 50 in the next rank. This is repeated up to the bottom of the responder list. If no response is finally received from the responder 50, the command center 30 takes responsibility for handling the dispatch of the responder 50.
[0028]
In realizing the above processing, the dispatch center 40 dispatch request work contents, dispatch area, mail priority setting / selection to the responder 50 in the command center 30, setting / selection of command contents, the current position of the client, telephone number A program for inputting a memo, inputting a memo, and automatically sending an e-mail / calling to a mobile phone (single call).
[0029]
FIG. 2 is a flowchart in the command center 30 including the program.
Step 100: Upon receiving a command from the call center 20, the person in charge of the command center 30 creates an e-mail using a personal computer. When a command is transmitted from the call center 20 by e-mail, the command center 30 automatically picks up and transfers necessary items. The contents of the e-mail include the request number (serial number), the contents of the requested work, the area where the accident occurred, the client, the vehicle type, the color, the vehicle number, the contractor, the mobile phone number, the type of insurance company and insurance, and the details of the special agreement , Notes (whether a tow truck is needed or not, what to do if the details of the accident are unknown, etc.).
[0030]
Step 110: When an e-mail is input, a computer program is started and, based on a database of responders registered in advance in a storage means, sorting is performed using the requested work content and the accident occurrence area as keys, and priority is given to the responder 50. The order is determined, and the dispatch center 40 to which the responder belongs is determined.
[0031]
Step 120: Send an e-mail to the e-mail address of the first responder 50 in the priority order. At the same time, if a mobile phone call is set, a mobile phone call (one-way call) is also performed.
Step 130: A mail is simultaneously transmitted to the dispatch center 40 to which the responder 50 belongs.
[0032]
Step 140: Wait for a response from the responder 50 who sent the mail.
Step 150: Determine whether there is a response.
Step 160: If there is a response, enter the identification number of the responder into the computer and stop automatic transmission of mail. In the case of a response from the telephone, the command center 30 is manually stopped. An e-mail to the effect that the responder has been decided is transmitted to the notified person.
Step 170: If there is no response, it is determined whether or not all responders 50 listed in the priority order have no response. When the command center 30 receives an e-mail indicating that the responder with the highest priority cannot respond suddenly, he or she is removed from the responder list.
[0033]
Step 180: If the next responder 50 still remains, an e-mail is transmitted to the next responder 50 according to the priority order, and the process returns to step 140.
Step 190: If all responders 50 listed in the priority order do not receive a response, the command center 30 manually handles the response.
[0034]
Step 200: After step 160, the operation of the computer ends.
Step 210: Report the termination processing to the call center 20.
[0035]
FIG. 3 is a flowchart of system management, in which basic information from the dispatch center 40 is registered in the database of the command center 30 using a facsimile or Internet Web function. Also, the dispatch center information, employee (responder) information, and dispatch priority are registered. The registration information is constantly updated.
[0036]
【The invention's effect】
According to the present invention, the following effects can be obtained.
[0037]
(1) With this system, the responder can know the occurrence of the event at the destination without having to wait on time and can respond quickly to the client.
[0038]
(2) Automated computer mail transmission eliminates the need for the command center to search for responders individually and sequentially, and if the responder decides, automatically stops e-mail transmission, enabling other tasks and saving time. Can be used for In addition, by determining the contents of the dispatch request work by e-mail and the priority order of the dispatch area, a unified instruction can be performed regardless of who is in charge of the command center, and the processing can be rationally advanced.
[0039]
(3) Vague information can be transmitted more accurately than a telephone by the communication network configuration system by e-mail.
[0040]
(4) Since the e-mail storage function of the mobile phone is used, the responder can check the contents at any time, and can smoothly deal with the contents of the dispatch request work without reconfirming or inquiring by telephone.
[0041]
(5) Efficiency in the case of emergency is high, and by dealing with this system, it is possible to obtain the trust of the client by quickly responding to the client's anxiety and danger.
[Brief description of the drawings]
FIG. 1 is a schematic configuration diagram of an emergency dispatching operation operation automatic notification system according to the present invention.
FIG. 2 is a flowchart of a process in a command center.
FIG. 3 is a flowchart of management of a computer system.
FIG. 4 is an example of a priority order table.
[Explanation of symbols]
10 Client 20 Call center 30 Command center 31 Database 40 Dispatch center 50 Correspondent

Claims (2)

A call center that accepts trouble from the client,
A command center for receiving a command from the call center;
And a dispatch center for receiving a command from the command center,
The command center has a database for registering information such as the location of the dispatch center, names of responders, available work contents, e-mail addresses, and the like, and a rescue request notification from the call center for accidents, vehicle breakdowns, etc. Means for creating a procedure for dispatching a responder to the site as an e-mail, means for determining the priority of the responder based on the requested work content and the accident occurrence area, and a portable terminal of the responder according to the priority Automatically sending an e-mail to the user, etc., and means for stopping the automatic transmission when any of the responders responds to the emergency notification. system. 2. The emergency dispatching operation automatic notification system according to claim 1, wherein the priority is obtained by sorting the database based on the requested work content and the accident occurrence area.

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