JP2005099996A - Method for obtaining waiting time for pension consultation - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To acquire waiting time of a person who visits for consultation without imposing any labor on a person in charge of pension consultation in the consultation counter of pension. <P>SOLUTION: This waiting time obtaining method includes: obtaining an acceptance number issued by an acceptance number issuing machine and time when this acceptance number has been acquired by an achievement collecting device connected through a line when a person who visits for consultation waits for pension consultation; inputting the achievement information of consultations by using an electronic pen to further obtain it by the achievement collecting device; and calculating and obtaining the waiting time of a person who visits for consultation, by making the achievement information include the acceptance number and the consultation starting time. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to a pension consultation waiting time acquisition method that calculates a consultation waiting time by acquiring a consultation reception time and a consultation start time using an electronic pen in a pension consultation.

  The number of counselors who visit the counseling office for pension consultations is increasing due to factors such as an increase in the elderly population. However, as the number of consultants increases, the number of consultation desks is insufficient, and there is an urgent need to improve the efficiency of consultation services, such as shortening the time for pension consultations and reducing the number of consultants by providing effective information.

  In order to improve the efficiency of the consultation service, it is necessary to collect the consultation incident and the information accompanying it at the consultation desk, analyze it, and plan and formulate effective measures. Here, when considering a consultation case, which is information about the content of the consultation, in the case of a general face-to-face consultation, the person in charge of the consultation at the time of the consultation often explains while writing on the form, and is used for this consultation In the case of collecting paper and performing the work of totalizing consultation matters, it takes time and effort to collect the information, so conventionally it has been limited to simple information collection of consultation matters.

  In view of such a situation, the applicant uses the electronic pen to consult the consultation information of the pension consultation entered on the form used for the pension consultation printed on a special paper prepared so that the position can be specified. We have devised a pension consultation incident collection method that collects information in the incident collection device and statistically processes the collected consultation incident information. As a result, it is possible to efficiently collect consultation information, and it is possible to improve the efficiency of consultation work by statistically processing the collected consultation information.

  In addition, the consultant who visits the pension consultation desk waits for the turn at the consultation desk until it becomes his turn first. Here, paying attention to the waiting time of the consultant, which is information that accompanies the consultation, this waiting time information is important information for considering the effective arrangement of the staff in charge of the consultation. By collecting information and providing it to the consultant, it can be expected that the visitor visits will be dispersed.

  Here, Patent Document 1 describes a reception processing method that processes the reception order of visitors such as a consultation counter, issues a reception number card to the visitor, and appropriately leads to the consultation counter. The invention described in Patent Document 1 aims to improve the window service by selecting visitors at a receipt number ticketing machine. However, the invention described in Patent Document 1 does not provide means for acquiring the waiting time of a visitor.

In addition, in the method for collecting pension consultations devised by the applicant described in Patent Document 3, the information was recorded together with the information entered with the electronic pen as in the invention described in Patent Document 2. Time can be obtained, and the consultation time can be calculated by obtaining the entry start time and entry end time on the form used for pension consultation, but the time the consultant visits the consultation desk Since there is no means to acquire the waiting time, the waiting time of the consultant could not be acquired.
Japanese Patent No. 3275033 (Claim 1, FIG. 1) Japanese translation of PCT publication No. 2003-508831 (paragraph 0095, FIG. 6) Japanese Patent Application No. 2003-276301 (paragraphs 0011 to 0014, FIG. 1)

  Accordingly, an object of the present invention is to provide a method for acquiring the waiting time of a visiting consultant at a pension consultation counter. In addition, when acquiring the waiting time of the consultant, the waiting time of the new consultant is designed so that the person in charge of the consultation calculates the waiting time and inputs it to the terminal device etc. Is to provide a way to get.

  In order to solve the above problems, the applicant improved the case collection method, and when waiting for the turn of the pension consultation, the receipt number issued by the receipt number ticketing machine, the time when the receipt number was acquired, Is acquired by the incident collection device connected via the line, and the consultation incident information is input using the electronic pen and further acquired by the incident collection device. The consultation incident information and the consultation number are consulted in this consultation incident information. By including the start time, the inventor has invented a waiting time acquisition method for calculating and acquiring the waiting time of the consultant. According to the waiting time acquisition method according to the present invention, the person in charge of the consultation counter can input the consultation start time without being conscious by using the electronic pen, so that the consultation waiting time can be increased without increasing the amount of work. Can be collected.

  In the present invention, when the consultant performs a reception operation with the reception number ticketing machine, a sheet used for pension consultation that can be uniquely specified with an electronic pen may be issued. With this configuration, the counselor can obtain a form used for pension counseling at the same time as accepting the counseling, and can prevent the counselor from mistaking the form. Further, according to this configuration, the waiting time of the consultant can be acquired even in the case of waiting for the consultant who does not use the reception number.

  In the present invention, for example, a special table 2003 using an electronic pen and electronic processing paper is used as a technique for converting information on a consultation case handwritten by a person in charge into a form used for annuity consultation into electronic data. It is possible to use a known technique as described in Japanese Patent No. 5186687. The stroke data entered by the person in charge of pension consultation using the electronic pen by such a method is collected and processed in a server device connected via a line, including the entry time.

  According to the present invention, the waiting time of the consultant can be acquired without increasing the burden on the person in charge of the consultation counter. Moreover, by collecting the acquired waiting time information, it is possible to improve the efficiency of the consultation service. Furthermore, by providing the acquired information on waiting time to the consultant, it is possible to provide an indication of congestion such as time of day and day of the week, and it is expected that the visitor's visit to the consultation counter will be distributed.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. In this embodiment, in the system for collecting incidents for pension consultations using an electronic pen, consultations that can obtain the waiting time of the consultant without being conscious of the consultant who consults about the pension and the person in charge of the consultation A waiting time acquisition method will be described. In the drawings described below, the same reference numerals represent the same parts or elements.

(First embodiment)
In the first embodiment, the consultant who visits the pension consultation counter operates the reception number ticketing machine and receives consultation information, and the person in charge uses the electronic pen for pension consultation. An example will be described in which information written on the paper used is collected by the incident collection server to obtain information on the waiting time of the consultant and the consultation incident information.

[1-1. System configuration]
First, the overall configuration of the pension consultation incident collection system in this embodiment will be described. FIG. 1 is a diagram illustrating an example of the overall configuration of a pension consultation incident collection system in the present embodiment. In the present embodiment, in the pension consultation counter 1, a plurality of person-in-charge terminals 4, a time acquisition server 5, and a receipt number ticketing machine 6 are connected by a LAN (Local Area Network) 9, and further, a consultation event collection center. The incident collection server 7 installed in 2 and the LAN 9 are connected by a dedicated line 8.

  Next, each component of the consultation information collection system in the present embodiment will be described in detail.

(Electronic pen)
The electronic pen 3 used by the person in charge of pension consultation is provided in the person-in-charge terminal 4. The electronic pen 3 reads stroke data written on a sheet used for pension consultation that can be identified, adds information on the time when the stroke data was input, and specifies information for identifying the type of sheet. This is an input device that can create electronic data including an ID for specifying the electronic pen 3 and transmit it to the person-in-charge terminal 4 by wireless transmission means or the like.

(Responsible person terminal)
The person in charge terminal 4 installed in the pension consultation counter 1 corresponds to the terminal device in the claims, and is a CPU (Central Processing Unit), RAM (Random Access Memory), ROM (Read Only Memory), hard disk drive, display , A keyboard, a mouse, and a wireless reception unit, and realized by, for example, a personal computer. A wireless receiving unit (not shown) is a device for receiving electronic data sent from the electronic pen 3.

  The person-in-charge terminal 4 receives electronic data including stroke data written on a sheet used for annuity consultation, which is sent from the electronic pen 3 used by the person in charge, from a wireless reception unit (not shown) and transmits from the LAN 9. It has a communication function for transmitting to the incident collection server 7 via the dedicated line 8. The wireless receiver can be changed to an infrared receiver or a wired connection in accordance with the electronic data transmission means of the electronic pen 3 used.

(Reception number ticketing machine)
The receipt number ticketing machine 6 includes a calculation unit that controls the receipt number ticketing machine 6 in an integrated manner, a communication control unit that is an interface connected to the LAN 9 and transmits information to the time acquisition server 5, and a counselor receives a receipt number slip. It is mainly composed of an input means that is an interface such as a touch panel that is operated when issuing is desired, and an output means that is an interface of a printer that prints the receipt number slip 20.

  This receipt number ticketing machine 6 is a device that issues a receipt number slip from the operation of the consultant. When the consultant performs an operation of issuing a receipt number slip in order to wait for an order for pension consultation, for example, FIG. The indicated receipt number slip 20 is printed and issued. The receipt number 20 shown in FIG. 3 is printed at the center with a receipt number that is updated each time the receipt number slip 20 is issued. The operator of the pension consultation counter 1 consults with this receipt number. The order of the person is managed. The receipt number ticketing machine 6 has a function of transmitting receipt number information including a receipt number to the time acquisition server 5 via the LAN 9 at the same time when the receipt number ticket 20 is issued. . The receipt number information includes an ID for identifying the receipt number ticketing machine 6 in addition to the receipt number.

(Time acquisition server)
Returning again to FIG. When the time acquisition server 5 corresponding to the reception time acquisition device in the claims receives the reception number information from the reception number ticketing machine 6 via the LAN 9, the reception is performed by adding the reception time of the reception number information to the reception number information. It has a function of creating information and transmitting it from the LAN 9 to the incident collection server 7 installed in the consultation incident collection center 2 via the dedicated line 8. Since the receipt number ticketing machine 6 transmits the receipt number information simultaneously with the issuance of the receipt number vote 20, the reception time of the receipt number information is almost the same as the time when the consultant acquires the receipt number vote 20. The time acquisition server 5 includes a CPU, RAM, ROM, hard disk drive, LAN board, and the like, and is realized by a server computer, for example.

(Dedicated line)
The dedicated line 8 connecting the LAN 9 and the incident collection server 7 corresponds to the line in the claims. The LAN 9 includes a router (not shown) that relays the LAN 9 and the dedicated line 8. The dedicated line 8 can be replaced with the Internet or a wireless packet communication network. In this case, it is desirable to install a firewall between the LAN 9 and the Internet.

(Event collecting server)
The incident collection server 7 installed in the consultation incident collection center 2 converts electronic data sent from the person-in-charge terminal 4 into information such as text and images and stores it as consultation incident information, and is also transmitted from the time acquisition server 5. It has a function to store the received information. Further, the incident collection server 7 of the present embodiment calculates the waiting time of the consultant from the stored information, and further aggregates the information by a predetermined statistical method to respond to a request from the person-in-charge terminal 4 or the like. Accordingly, it has a function of transmitting the aggregated information to the person-in-charge terminal 4 or the like. The incident collection server corresponds to the consultation incident collection device in the claims.

  Next, the configuration of the incident collection server 7 will be described with reference to FIG. FIG. 2 is a block diagram showing the internal configuration of the incident collection server 7. The incident collection server 7 includes a CPU, a RAM, a ROM, a hard disk drive, and the like, and is realized by, for example, a server computer. The incident collection server 7 has information processing means 10 which will be described in detail later, a consultation incident DB 17, a statistical information DB 18 and a document pattern DB 19 which will also be described in detail later, and a person in charge terminal 4 and the like via a dedicated line 8. The communication control means 16 which is an interface for transmitting and receiving data is mainly configured.

  The information processing means 10 of the incident collection server 7 comprehensively controls processing performed by the incident collection server 7. The information processing means 10 statistically processes the information stored in the consultation matter DB 17 by a predetermined statistical method, and creates image data such as diagrams and tables based on the information statistically processed by the statistical means 11 The creating means 12 and the image data created by the creating means 12 are registered in the statistical information DB 18, or the consultation information transmitted from the person-in-charge terminal 4 shown in FIG. 1 is registered in the consultation information DB 17. The correspondence between the registration means 13, the electronic data transmitted from the electronic pen 3 through the person-in-charge terminal 4, and the coordinate information of the paper used for pension consultation stored in the document pattern DB 19 is matched, and known characters It is included in the recognition means 14 for converting the stroke data included in the electronic data into text data by the recognition technology, and the reception information stored in the consultation consultation DB 17. It is mainly composed of the time calculation means 15 for calculating the waiting time of the consultant from the consultation reception time and the time corresponding to the stroke data first written on the paper used for the pension consultation included in the electronic data. ing. Each means included in the information processing means 10 of the incident collection server 7 is realized by developing a program installed in the incident collection server 7 and stored in the hard disk drive in the RAM and executing it.

  The consultation case DB 17 is a database that stores the consultation case information created by processing the electronic data transmitted from the person-in-charge terminal 4 shown in FIG. 1 and the reception information transmitted from the time acquisition server 5. The information registered as information includes the contents of each pension consultation, the reception number of the consultant, the date of consultation, the consultation start time, the consultation end time, the insured person identification number of the consultant, and consultation The name of the person in charge, information on the place where the consultation was received, the telephone number of the consultant, the address of the consultant, etc. are included.

  The statistical information DB 18 is a database in which tables and figures created by statistical processing to be described later are accumulated as, for example, HTML (Hyper Text Markup Language) format files. In addition, the document pattern DB 19 stores information for associating the contents of the consultation record record sheet, which is a sheet used for annuity consultation, which will be described in detail later, with the stroke data included in the electronic data transmitted from the electronic pen 3. It is a database to keep.

  In the block diagram shown in FIG. 2, for the sake of explanation, the consultation incident DB 17, the statistical information DB 18, and the document pattern DB 19 are represented as separate databases, but in the present embodiment, the incident collection server 7 A single hard disk drive has three database functions.

  In this embodiment, each function of the incident collection server 7 is included in one server device, but each function of the incident collection server 7 may be distributed to a plurality of server devices. In this case, the plurality of server devices are arranged so as to be able to transmit and receive data via a communication network such as a dedicated line, IP-VPN, LAN, etc., and fulfill the function as the event collection server 7 as a whole.

[1-2. Acquisition of consultation information
Next, a process in which consultation information is stored in the incident collection server 7 when a consultant makes a consultation at the pension consultation counter 1 will be described (refer to FIGS. 1 to 3 as appropriate). The information on the waiting time of the consultant that is the subject of the present invention is one of the information included in the consultation information.

(Obtain consultation time)
The waiting time of the consultant is obtained by obtaining the consultation reception time and the consultation start time and calculating this difference. In this embodiment, the incident collection server 7 acquires the consultation reception time and the consultation start time, and calculates the waiting time of the consultant. FIG. 4 is a flowchart for explaining the process of acquiring the consultation reception time and the consultation start time. Explain how to get consultation reception time first

  The consultant who visited the pension consultation counter 1 for pension consultation operates the reception number ticketing machine 6 and obtains the reception number vote 20 in order to wait for the turn of pension consultation. At this time, the reception number ticketing machine 6 prints, for example, a number corresponding to the number of ticketing operations on that day on the reception number slip 20 as the reception number. Further, at this time, the reception number ticketing machine 6 transmits reception number information including the reception number and an ID for identifying the reception number ticketing machine 6 to the time acquisition server 5 via the LAN 9.

  And the time acquisition server 5 acquires receipt number information from the receipt number ticketing machine 6 (step S100). The time acquisition server 5 that has acquired the reception number information adds the acquisition time of the reception number information to the reception number information and creates reception information (step S101). Here, the acquisition time of the reception information is almost the same as the time when the reception number ticket 20 is issued in the reception number ticketing machine 6, and therefore can be regarded as the consultation reception time of the consultant. Next, the time acquisition server 5 transmits the created reception information from the LAN 9 to the incident collection server 7 via the dedicated line 8 (step S102). The event collection server 7 that has received the reception information stores the reception information in the consultation event DB 17 (step S103). Through the above process, reception information including information on consultation reception time is acquired by the incident collection server 7.

(Acquisition of consultation start time)
Next, a method for acquiring the consultation start time will be described. The consultant who received the consultation by operating the receipt number ticketing machine 6 fills in the necessary information on the form used for the pension consultation provided at the pension consultation counter during the waiting time until the start of the pension consultation. . At this time, the counselor uses a general writing tool such as a ballpoint pen to fill in the necessary items on this sheet. FIG. 5 shows a consultation case record slip which is a sheet used for pension consultation in the present embodiment. The consultation record form 30a is a sheet of paper printed on special paper that can be specified with the electronic pen 3 so that the entry position and the paper type can be specified. In addition, the input method using this electronic pen can use a well-known technique like the invention described in the above-mentioned special table 2003-518687.

  Then, the consultant enters his / her personal information in the part surrounded by the thick line 31 indicated by the reference numeral 31 of the consultation case record slip 30a shown in FIG. The pension consultation is started by handing over the consultation record sheet 30a to the person.

  In the subsequent process, the person in charge corresponding to the pension consultation fills in the consultation case record slip 30a. At that time, the person in charge uses the electronic pen 3 to consult the consultation case record slip 30a on the contents related to the consultation. Fill in. Stroke data such as characters and symbols entered by the person in charge is acquired by the electronic pen 3 and added with information for identifying the stroke data entry time and the consultation record form 30a. Is transmitted to the person-in-charge terminal 4. Thus, electronic data is input using the electronic pen (step S104). This electronic data is transmitted from the electronic pen 3 to the incident collection server 7 via the person-in-charge terminal 4 (step S105), and is processed into consultation incident information by predetermined processing in the incident collection server 7 to collect incidents. It is stored in the consultation matter DB 17 of the server 7 (step S106).

  Next, with reference to FIG. 5, the process of filling in the consultation record form 30a will be described in detail. The person in charge who has received the consultation case record slip 30a and the receipt number slip 20 (see FIG. 3) from the consultant who has been called with the receipt number uses the electronic pen 3 to enter the received receipt number in the receipt number entry box 32a. The receipt number of the vote 20 is entered, and the number assigned to itself among the numbers uniquely assigned to each person in charge is entered in the person-in-charge name number box 33a. Next, the person in charge has personal information entered in the part surrounded by the thick line indicated by reference numeral 31 by the consultant, and means for proving the identity such as the health insurance card or driver's license brought by the consultant. If the identity can be confirmed by comparison, the insured person identification number, which is a number uniquely assigned to the consultant by the organization operating the pension consultation counter 1, is entered in the insured person identification number entry box 34a. Subsequently, the person in charge listens to the consultant from the consultant and checks the corresponding check box of the consultant's pension system entry box 35a and the pension type entry box 36a. Check the check box to enable.

  In the case of consultation about how to write a notification or the like, the check box of the corresponding notification is checked from the notification selection box 38a. Up to this point, the consultation start time, the person-in-charge designation number, and the insured person identification number entered by the person in charge are temporarily stored in the electronic pen 3 as stroke data together with information on the entry time of the stroke data, and the electronic pen 3 is identified. The information to be specified, the information for specifying the consultation record sheet 30a, and the like are added and transmitted as electronic data to the incident collection server 7.

  Among the stroke data included in the electronic data, those recognized as characters are converted into text data using a known character recognition technique in the incident collection server 7, and the check entered in each check box is: Based on the position and the information stored in the document pattern DB 19 (see FIG. 2), the item information of the item selected by the check is converted into the item information of the item selected by the check. Will be stored.

  Further, when it is necessary to write a graph or an explanation in accordance with the contents of the consultation, the person in charge enters the graph or an explanation in the remarks column entry box 39a and gives an explanation to the consultant. Further, in the remarks column entry box 39a, the detailed contents of the consultation, the progress and answers are also entered. The graphs and sentences entered in the remarks column entry box 39a are stored in the consultation matter DB 17 of the incident collection server 7 as image data.

  Here, FIG. 6 is a consultation / confirmation confirmation screen for confirming conversion of electronic data into consultation / consultation information in the incident collection server 7. The consultation incident confirmation screen 40 is a display screen created by the incident collection server 7 and can be referred to by the person-in-charge terminal 4 or by providing display means such as a display in the incident collection server 7. It is done.

  On this consultation / consultation confirmation screen 40, the consultative / consultation record sheet 30b input using the electronic pen 3 is displayed on the left half of the consultation / consultation confirmation screen 40, and stored in the right half as consultation / consultation information. The consultation record record sheet 30c, which is read in the above-described character recognition technology, is arranged in order from the top, such as a reception number entry box 32c, a person-in-charge name entry box 33c, and an insured person specific number entry box 34c. If there is an error in the information read by these known character recognition techniques, the person in charge or the like can correct the information using a mouse and a keyboard.

  The subscripts (a, b, c) written after the reference numerals used in the explanation of the consultation / consultation confirmation screen 40 are respectively a for items relating to the actual consultation / consultation record sheet 30a shown in FIG. Represents an item related to the consultative record recording slip 30b (displayed in the left half of the consultative consultation confirmation screen 40), and c represents an item related to the consultative record recording slip 30c (displayed in the right half of the consultative consulting confirmation screen 40). ing.

  Under the insured person specific number entry box 34c, items of a pension system entry box 35c, a pension type entry box 36c, a consultation content entry box 37c, and a notification selection box 38c with check boxes are arranged. In the actual consultation record form 30a shown in FIG. 5, the same check box as the item checked by the person in charge using the electronic pen 3 is checked. If there is an error in checking this check box, the person in charge or the like can correct it using a mouse or the like.

  Further, a remarks column entry box 39c is provided below the notification selection box 38c, and characters and images entered in the remarks column entry box 39a of the actual consultation record form 30a shown in FIG. It is displayed as.

  At the end of the consultation with the consultant, the person in charge enters a check in an end time entry box (not shown in FIG. 5) provided at the bottom of the consultation record sheet 30a. When this check is entered with the electronic pen 3, the entry time corresponding to the stroke data of this check is recognized as the consultation end time, and the consultation end time is entered in the end date / time box 43. The start date / time box 42 displays the consultation start time, which is the entry time corresponding to the stroke data entered first among the stroke data entered in the consultation record record 30a. Has been. Then, after confirming whether there is an error in the consultation information displayed on the consultation / confirmation screen 40, clicking the registration button 44 provided at the bottom right of the consultation / confirmation screen 40, the consultation / confirmation screen 40 is displayed. The information displayed in is stored as consultation information in the consultation DB 17 of the incident collection server 7.

  Through the above process, the stroke data entered in the consultation incident record slip 30a is transmitted from the electronic pen 3 shown in FIG. 1 to the incident collection server 7 via the person-in-charge terminal 4, and the stroke data is converted into text data. , Converted into item information and image data, and stored in the consultation matter DB 17 of the matter collection server 7 shown in FIG. At this time, since the information on the time entered is added to the stroke data, the entry time of the stroke data entered first is recognized as the consultation start time on the consultation record form 30a and is entered last. The stroke data entry time is recognized as the consultation end time, and is stored in the consultation consultation DB 17 as part of the consultation consultation information. At this time, the consultation information does not include information on the waiting time of the consultant.

(Calculation of waiting time for consultants)
Next, FIG. 7 is a flowchart showing a process in which the incident collection server 7 calculates the consultation waiting time of the consultant from the consultation incident information and the reception information stored in the consultation incident DB 17. With reference to this flowchart, the process by which the incident collection server 7 calculates the consultation waiting time will be described.

  First, the incident collection server 7 acquires the consultation start time calculated by the above-described method, which is included in the consultation incident information of an arbitrary consultant stored in the consultation incident DB 17 (step S150). Next, using the reception number of the consultant included in the consultation information as key information, the reception information of the corresponding consultant is searched from the reception information stored in the consultation information DB 17 (step S151). The consultation reception time of the consultant included in the information is acquired. Then, the incident collection server 7 calculates the waiting time of the consultant by subtracting the consultation start time from the consultation reception time (step S152). The calculated waiting time information is added to the consultation information (step S153) and stored again in the consultation data DB 17 (step S154). Through the above process, the waiting time is calculated and stored as a part of the consultation information.

(Statistical processing)
The event collection server 7 that has collected the consultation information by repeating the waiting time calculation process described above performs predetermined statistical processing on the consultation information stored in the consultation DB 17 to create a tabulation table, a graph, and the like. Examples of the predetermined statistical processing include cross tabulation, Pareto analysis, matrix analysis, regression analysis, and factor analysis. Using these statistical methods, the consultative information is statistically processed, such as charts and tables. It is processed as statistical information in the form, and this statistical information is stored in the statistical information DB 18 shown in FIG. The statistical information stored in the statistical information DB 18 can be referred to in response to a request from the person-in-charge terminal 4 or the like via the dedicated line 8 shown in FIG.

  Here, the example which cross-tabulated the waiting time of the consultant among the statistical information stored in statistical information DB18 is shown in FIG. The tabulation table 50 shown in FIG. 8 represents the average waiting time for each time zone at each consultation counter. By referring to this tabulation table 50, the operator of the pension consultation counter 1 can make a plan for appropriate staffing of the person in charge. In addition, since the consultant refers to the tabulation table 50 and tries to visit the pension consultation counter 1 while avoiding a long waiting time, decentralization of the consultants can be expected.

[1-3. Effects]
According to the present embodiment described above, the person in charge who receives the pension consultation can input the consultation information into the person-in-charge terminal without requiring special training. In addition, since the consultation incident information accumulated in the incident collection server is arbitrarily or automatically statistically processed and accumulated as figures and tables, the arrangement of effective consultation offices by using these figures and tables, Measures for staffing and shortening of consultation time can be considered.

  In the present embodiment, the consultation start time is set as the entry time of the stroke data first entered in the consultation record record 30a as shown in FIG. 5, but for example, the stroke data is recognized in the reception number entry box 32a. Even if the person in charge keeps the consultation case record slip 30a from the consultant in advance and writes the preliminary contents of the consultation, the consultant The consultation start time can be acquired.

(Second Embodiment)
In the second embodiment, the waiting time of the consultant is reduced by using a record voucher that will be described in detail later instead of the time acquisition server 5 and the receipt number ticketing machine 6 of the first embodiment shown in FIG. A method of obtaining will be described.

[2-1. System configuration]
First, the overall configuration of the consultation case collection system in this embodiment will be described. FIG. 9 is a diagram showing the overall configuration of the consultation matter collection system in the present embodiment. The overall configuration of the consulting and collecting system in this embodiment is almost the same as that of the first embodiment, but instead of the time acquisition server 5 and the receipt number ticketing machine 6 of the first embodiment, a record slip issuing machine 51 is used. It is the composition provided with. In the consultation event collection system shown in FIG. 9, the constituent elements other than the recording form issuing machine 51 are the same as the constituent elements of the first embodiment, and the description thereof is omitted.

(Recording slip issuing machine)
The record slip issuing machine 51 in the consultation case collecting system according to the present embodiment includes an arithmetic unit that controls the record slip issuing machine 51 in an integrated manner, and an interface that transmits information from the LAN 9 to the case collection server 7 via the dedicated line 8. Communication control means, an input means that is an interface such as a touch panel for a consultant to issue a consultation record form to be described later, and an output means that is an interface of a printer that prints the consultation record form. It is configured.

  The record slip issuing machine 51 has a function of issuing a consultative record slip by the reception operation of the consultant, information for uniquely identifying the consultative record slip, information for identifying the record slip issuer 51, and this consultative record record. It has a function of creating reception information combined with the issuance time of the vote and a function of transmitting this reception information to the incident collection server 7.

  In addition, when the consultant performs a reception operation, the recording form issuing machine 51 issues a consultation case recording form on which the reception number is printed instead of the reception number form 20 shown in FIG. 3 of the first embodiment. . FIG. 10 shows an example of the consultation record recording slip issued by the recording slip issuing machine 51. 10 has the same configuration as that of the consultation / recording record 30a shown in FIG. 5 except that the receipt number is pre-printed in the area indicated by the reference numeral 32′a. Yes. In addition, the consultation record form 30'a according to the present embodiment is created by including information that can uniquely identify the consultation record form 30'a by using an electronic pen.

[2-2. Acquisition of consultation information
Next, in this embodiment, when a consultant makes a consultation at the pension consultation counter 1, a process until consultation incident information including information on the waiting time of the consultant is stored in the incident collection server 7 will be described. (Refer to FIGS. 2, 9 and 10 as appropriate).

(Obtain consultation time)
The waiting time of the consultant is obtained by obtaining the consultation reception time and the consultation start time and calculating this difference as in the first embodiment. Also in this embodiment, the incident collection server 7 obtains the consultation reception time and the consultation start time, and calculates the waiting time of the consultant. Here, for example, FIG. 11 is a flowchart for explaining the process of acquiring the consultation reception time and the consultation start time. Explain how to get consultation reception time first

  The consultant who visited the pension consultation counter 1 for pension consultation operates the record slip issuing machine 51 to obtain the consultation record record slip 30'a shown in FIG. At this time, the record voucher 51 prints, for example, a number corresponding to the number of ticketing operations on the day as an acceptance number in the area indicated by reference numeral 32'a of the consultation record voucher 30'a. Further, at this time, the recording voucher issuing machine 51 uniquely identifies the issued consultation voucher recording voucher 30′a, the time when the voucher recording voucher 30′a is issued, and an ID for identifying the recording voucher issuer 51. Is received (step S200), and this reception information is transmitted from the LAN 9 shown in FIG. 9 to the incident collection server 7 via the dedicated line 8 (step S201).

  Then, the incident collection server 7 receives the receipt number information from the record slip issuing machine 51 and stores it in the consultation incident DB 17 (step S202). Through the above process, the reception information including the consultation reception time information is stored in the incident collection server 7.

(Acquisition of consultation start time)
Next, a method for acquiring the consultation start time will be described. The counselor who has accepted the consultation by operating the record voucher 51 is indicated by the reference numeral 31 of the consultation voucher record voucher 30′a shown in FIG. 10 during the waiting time until the start of the pension consultation. Fill in the necessary information in the part surrounded by bold lines. Then, the consultant who is called with the reception number delivers the consultation record form 30'a to the person in charge of the consultation desk, and pension consultation is started. Thereafter, the person in charge uses the electronic pen 3 to input electronic data to the person in charge terminal 4 in the same procedure as in the first embodiment described above (step S203). The person-in-charge terminal 4 transmits this electronic data from the LAN 9 to the incident collection server 7 via the dedicated line 8 (step S204).

  The event collection server 7 that has received this electronic data performs the same processing as in the first embodiment, processes this electronic data into consultation event information, and stores it in the consultation event DB 17 (step S205). Here, in the consultation information, as in the first embodiment, the stroke data entry time first entered in the consultation record record 30′a shown in FIG. 10 is recognized as the consultation start time, and the consultation information is displayed. The information is stored in the consultation DB 17 as part of the information.

(Calculation of waiting time for consultants)
Next, FIG. 12 is a flowchart showing a process in which the incident collection server 7 calculates the consultation waiting time of the consultant from the consultation incident information and reception information stored in the consultation incident DB 17. With reference to this flowchart, the process by which the incident collection server 7 calculates the consultation waiting time will be described.

  First, the incident collection server 7 acquires the consultation start time calculated by the above-described method, which is included in the consultation incident information of an arbitrary consultant stored in the consultation incident DB 17 (step S250). Next, using the information specifying the consultation record record 30′a shown in FIG. 10 included in the consultation information as key information, the corresponding consultation record record 30 ′ corresponding to the received information stored in the consultation DB 17 is shown. The reception information of a is searched (step S251), and the consultation reception time of the consultant included in the reception information is acquired. Then, the incident collection server 7 calculates the waiting time of the consultant by subtracting the consultation start time from the consultation reception time (step S252). The calculated waiting time information is added to the consultation information (step S253) and stored again in the consultation data DB 17 (step S254). Through the above process, the waiting time is calculated and stored as a part of the consultation information.

  Thereafter, the consultation information stored in the consultation data DB 17 is aggregated and processed and used in the same procedure as in the first embodiment.

[2-3. Effects]
According to the present embodiment described above, in addition to the effects of the first embodiment, the consultation slip recording slip 30'a is issued by the recording slip issuing machine 51 and delivered to the consultant. Can be prevented.

  In this embodiment, the reception number is printed on the consultation record form 30'a so that the consultant can be identified, but the consultation reception time and the consultation start time are not searched using the reception number as key information. The issuance of the reception number is not essential, and the waiting time of the consultant can be acquired even in a form in which the consultation is received in order from the consultant lined up at the consultation desk.

  The preferred embodiments of the present invention have been described above, but the present invention is not limited to these embodiments, and can be freely modified and changed within the scope of the technical idea of the present invention. It is. For example, in the second embodiment, the receipt number is printed and delivered on the consultation record form. However, in the record form issuer, every time the consultation record form is issued on a sheet on which nothing is printed. In addition, the page information of all the consultation record forms may be printed. By adopting such a configuration, the consultant can issue a consultation record record with the content corresponding to the consultation content of the consultant by performing an operation according to the consultation content in the record slip issuing machine. Therefore, the present invention is defined by the technical idea described in the claims.

It is a block diagram of the consultation incident collection system in the example of 1st Embodiment. It is a block diagram which shows the structure of a fact collecting server. It is a figure showing a receipt number vote. It is a flowchart which shows the process in which consultation reception time and consultation start time are acquired. It is a figure showing a part of consultation consultation record form. It is a figure showing the consultation consultation confirmation screen which confirms the inputted consultation consultation information. It is the flowchart which showed the process in which the incident collection server calculates the waiting time of consultation. It is a figure showing the totaling table of the waiting time of the cross tabulated consultation. It is a block diagram of the consultation incident collection system in the example of 2nd Embodiment. It is a figure showing a part of consultation consultation record vote in the example of a 2nd embodiment. It is a flowchart which shows the process in which consultation reception time and consultation start time are acquired. It is the flowchart which showed the process in which the incident collection server calculates the waiting time of consultation.

Explanation of symbols

1 Consultation desk for pensions 2 Consultation center collection center 3 Electronic pen 4 Person in charge terminal 5 Time acquisition server 6 Receipt number ticketing machine 7 Event collection server 8 Dedicated line 9 LAN
20 Receipt number slip 30a, 30'a Consultation record slip 51 Record slip issuing machine

Claims (2)

The person in charge of pension consultation uses the electronic pen to enter the reception number issuing machine that issues the reception number, the reception time acquisition device that acquires the time when the reception number is issued, and the pension consultation incident information. An annuity consultation event collection system configured by connecting a terminal device to the consultation device and a consultation event collection device having a holding means for holding information about the consultation event input to the terminal device through a line,
The incident information entered by the person in charge includes the reception number of the consultant and the entry time of the incident information,
Consultation collection device
Calculate the consultation start time of the consultant from the incident information,
The receipt number issued by the receipt number ticketing machine and the time when the receipt number issued by the receipt time acquisition device is combined and stored in the holding means as receipt information,
Search the reception information from the reception number of the consultant included in the incident information, calculate the consultation reception time of the consultant,
Calculating the waiting time of the consultant from the consultation start time and the consultation reception time;
A pension consultation waiting time acquisition method characterized by To the consultant of the pension consultation, a receipt number ticketing machine that issues a recording sheet that can be specified with an electronic pen, a reception time acquisition device that acquires the time when the receipt number is issued, and a pension consultation incident A terminal device through which a person in charge inputs information on the recording sheet using the electronic pen and a consultation information collecting device having a holding means for holding information on the consultation information input to the terminal device are connected via a line. In the configured pension consultation incident collection system,
The incident information input by the person in charge includes information for identifying the recording sheet and the entry time of the incident information.
Consultation collection device
Calculate the consultation start time of the consultant from the incident information,
The information for specifying the recording sheet issued by the receipt number ticketing machine and the time when the recording sheet issued by the reception time acquisition device is combined and stored in the holding unit as reception information,
The information for identifying the recording sheet included in the incident information is searched for the reception information, and the consultation reception time of the consultant is calculated.
Calculating the waiting time of the consultant from the consultation start time and the consultation reception time;
A pension consultation waiting time acquisition method characterized by

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