JP2006235865A - Support instruction system, support instruction decision apparatus, support instruction method and support instruction decision program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To enable quick and reliable support for a support requester without burdening the support requester. <P>SOLUTION: An ID reading means 20 reads in a requester ID from a portable ID storage medium 10 carried by a support requester. The ID reading means 20 sends requester position information and the requester ID read to a central system 100 via a communication network. A data collating means 30 collates the received requester ID with information stored in a support requester database 40 to extract registration information matching the requester ID. A support content/support point decision means 50 decides support content and a supporter for the support requester according to the received requester position information and the registration information extracted by the data collating means 30. The support content/support point decision means 50 distributes a support request message including the decided support content to a portable terminal 60 of the decided supporter. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a support instruction system, a support instruction determination device, a support instruction method, and a support instruction that can determine support contents using an information storage medium possessed by a support requester and distribute an appropriate support instruction to an appropriate terminal. Regarding decision programs.

  In order to support a support requester who needs assistance, such as a handicapped person, for example, a button for requesting support is installed in a station. In this case, the support requester presses a support request button installed on the platform or stairs of the station to request support from a support staff member such as a station staff. When the support request is notified to the headquarters (for example, the station staff room), the support staff rushes to the support requester and performs support.

  Patent Document 1 describes a disabled person authentication method at a station. In the handicapped person authentication method described in Patent Document 1, a handicapped person possesses an IC card in which identification information including a fingerprint, a retina, and an iris for personal authentication is recorded on a memory chip. Further, at the time of personal authentication, a personal authentication device installed at a station collects fingerprint information, retina information, and iris information of the disabled person according to the operation of the disabled person. Then, the authentication device checks whether the person holding the card is the disabled person by comparing the identification information stored in the card possessed by the disabled person with the collected information. .

JP 2002-351989 A (paragraphs 0022-0023, FIG. 1-2)

  When using a button for requesting support, the person who pressed the button for requesting support cannot be identified, so even if the button is pressed accidentally or if it is pressed incorrectly, the support staff will rush to the scene. To deal with it. Therefore, the burden on support staff such as station staff is heavy.

  In addition, when using the button for requesting support, the situation at the site is not known, so the support staff must determine the target method after rushing to the site, and it takes time until the support requester can receive support. Take it. In addition, as a result of determining the coping method, it may be necessary to request support from other support staff. Therefore, the support requester may not be able to receive prompt support.

  According to the handicapped person authentication method described in Patent Document 1, it is necessary for the handicapped person to use the handicapped person discount system for public transportation fare from the personal information described in the handicapped person book. Only information is extracted and converted into an IC card. Therefore, it can be used in automatic ticket gates, automatic checkout machines and automatic ticket vending machines while protecting the privacy of persons with disabilities.

  However, the handicapped person authentication method described in Patent Document 1 only allows use with automatic ticket gates, automatic checkout machines, and automatic ticket vending machines, and assists in climbing up and down stairs and getting on and off trains in the station premises. It is not possible to support disabled people. Also, in the handicapped person authentication method described in Patent Document 1, fingerprint, retina, and iris verification processing must be performed for personal authentication, and authentication processing may take time. Also, it takes time and effort to input fingerprints, retina and iris, and the procedure is complicated. In addition, since authentication is performed using fingerprints, retinas, and irises, there is a cost for introducing an authentication system.

  Accordingly, an object of the present invention is to provide a support instruction system, a support instruction determination device, a support instruction method, and a support instruction determination program that can support a support requester quickly and surely without imposing a burden on the support requester. To do.

  The support instruction system according to the present invention is a support instruction system for instructing support to a support person in response to a request from a support requester, and requester identification information for identifying the support requester (for example, requester) ID) from information storage means (for example, portable ID storage medium 10) for storing requester identification information (for example, realized by the ID reading means 20) and instructions to support personnel A support instruction determining device for determining the content, the support instruction determining device, based on the requester identification information read by the identification information reading means, support content determining means for determining the support content to be provided to the support requester (for example, Support instruction / information for instructing the support person in charge according to the support content determined by the support content / support destination determination means 50 and the support content determined by the support content determination means (for example, Support information generated by the instruction information generating means (for example, realized by the support content / support destination determining means 50) and the support instruction information generated by the instruction information generating means via the communication network. And instruction information transmission means (for example, realized by the support content / support destination determination means 50) for transmission to a person-in-charge terminal used by the person (for example, the portable terminal 60).

  Also, the support instruction determination device includes registration information storage means (for example, realized by the support requester database 40) that stores in advance registration information including support contents to be provided to the support requester in association with the requester identification information. A registration information extracting unit (for example, realized by the data collating unit 30) for extracting registration information corresponding to the requester identification information read by the identification information reading unit from the registration information storage unit, May determine the support content to be provided to the support requester in accordance with the support content indicated in the registration information extracted by the registration information extracting means.

  The identification information reading means transmits requester position information indicating the position of the support requester to the support instruction determining device via the communication network, and the instruction information generating means receives the requester position received from the identification information reading means. Support instruction information including information may be generated.

  The support instruction determination device is realized by a position information storage unit (for example, a database included in the support content / support destination determination unit 50) that stores terminal position information indicating the position of each person-in-charge terminal in association with the person-in-charge terminal. And a person-in-charge determination means for deciding a person in charge of supporting the person in charge of assistance based on the requester position information received from the identification information reading means and the terminal position information stored in the position information storage means. For example, it may be realized by the support content / support destination determination means 50).

  In addition, the person-in-charge determining means identifies the terminal position information that matches the requester position information among the terminal position information stored in the position information storage means, and supports the person-in-charge terminal corresponding to the specified terminal position information. The instruction information transmitting means transmits the support instruction information to the person in charge terminal determined by the person in charge determination means via the communication network. Also good.

  Further, the support instruction determination device is realized by a work state storage means (for example, a database provided in the support content / support destination determination means 50) that stores work state information indicating the work state of the support person in charge in association with the person in charge terminal. The person-in-charge determining means may determine a person in charge of support who provides support to the support requester based on the work state information stored in the work state storage means.

  In addition, the support instruction system includes a face image capturing unit (for example, realized by a camera) that captures a face image of the support requester, and the instruction information generation unit includes a support including a face image captured by the face image capturing unit. Instruction information may be generated.

  Further, the identification information reading means supports from the information storage means (for example, portable ID storage medium 11) for storing the assistance content identification information (for example, assistance content ID) for identifying the assistance content desired by the support requester. The content identification information may be read, and the support content determination unit may determine the support content to be provided to the support requester based on the support content identification information read by the identification information reading unit.

  Further, the support instruction system is a support instruction system that instructs support to a support person in response to a request from a support requester, and is a portable ID storage medium (for example, an IC card or RFID) possessed by the support requester. An ID reading terminal (for example, an information processing terminal that realizes an ID reading means) that reads a requester ID for identifying a support requester from a tag, and a support instruction determination device that determines instruction contents to a support person The support instruction determination device includes a database (for example, the support requester database 40) that stores in advance registration information including support contents desired by the support requester in association with the requester ID, and an ID reading terminal. ID receiving means for receiving a requester ID via a communication network (for example, a CPU and a network interface unit of an information processing apparatus realizing a head office system) And a registration information extraction unit (for example, a CPU of an information processing apparatus that implements the headquarters system 100) that extracts registration information corresponding to the requester ID received by the ID reception unit, and a registration information extraction unit. According to the support content indicated in the registration information, according to the support content determination means for determining the support content to be provided to the support requester (for example, the CPU of the information processing apparatus that implements the headquarters system 100) and the support content determined by the support content determination means. Generated by a message generation unit (for example, a CPU of an information processing apparatus that implements the headquarters system 100) and a message generation unit that generate a support instruction message (for example, a support request message) for instructing a support person in charge Sending support instruction messages to mobile devices used by support personnel via a communication network That message transmission means (eg, CPU, and a network interface section of the information processing apparatus to realize the division system) is desirably included therein.

  A support instruction determination device according to the present invention is a support instruction determination device that determines the content of an instruction to a support person in response to a request from a support requester, from an identification information reading unit that reads information from an information storage unit, Identification information receiving means for receiving requester identification information for identifying a support requester via a communication network, and contents of assistance to be given to the support requester based on the requester identification information received by the identification information receiving means The support content determining means to be determined, the instruction information generating means for generating support instruction information for instructing the support person in charge according to the support content determined by the support content determining means, and the support instruction generated by the instruction information generating means It is characterized by comprising instruction information transmission means for transmitting information to a person-in-charge terminal used by a person in charge of support via a communication network.

  A support instruction method according to the present invention is a support instruction method for instructing support to a support person in response to a request from a support requester, wherein an identification information reading means for reading information is used for identifying a support requester. The step of reading the requester identification information from the information storage means for storing the requester identification information, and the support instruction determination device for determining the instruction content to the support person in charge, the read requester identification information via the communication network The step of receiving from the identification information reading means, the step of the support instruction determining device determining the support content to be provided to the support requester based on the received requester identification information, and the support instruction determining device according to the determined support content A step of generating support instruction information for instructing a support person in charge of support, and the support instruction determination device transmits the generated support instruction information via a communication network. , Characterized in that it comprises the steps of transmitting to the representative terminal support personnel to use.

  A support instruction determination program according to the present invention is a support instruction determination program for determining instruction contents to a support person in response to a request from a support requester, and is an identification for reading information from an information storage means into a computer. Processing for receiving requester identification information for identifying the support requester from the information reading means via the communication network, and processing for determining the support content to be provided to the support requester based on the received requester identification information In accordance with the determined support content, processing for generating support instruction information for instructing the support person in charge, and the generated support instruction information to the person in charge terminal used by the support person via the communication network It is characterized in that the transmission process is executed.

  According to the present invention, the support requester can receive support as long as the reading operation is performed using the information storage means for storing the requester identification information issued in advance. Therefore, the operation burden on the support requester when making a support request can be reduced. Further, the support content can be determined based on the requester identification information and distributed to the person-in-charge terminal of the person in charge of support. Therefore, the person in charge of support can know the contents of support in advance, and the support requester can be supported quickly and reliably. Therefore, the support requester can be supported promptly and reliably without placing a burden on the support requester. Further, according to the present invention, since the support request is made using the requester identification information issued to the support requester in advance, it is possible to prevent a support request due to mischief or a support request due to an erroneous operation.

  Further, according to the present invention, since the support instruction information including the requester position information is generated, the support person in charge can confirm the position of the support requester in advance and can easily find the support requester. it can.

  Further, according to the present invention, a support person in charge to support the support requester is determined based on the requester position information and the terminal position information of each person-in-charge terminal. Accordingly, it is possible to distribute a support instruction to a person in charge terminal of an appropriate person in charge of support in accordance with the current position of the support requester.

  In addition, according to the present invention, a support person who provides support to the support requester is determined based on the work status information of the support person. Accordingly, it is possible to distribute a support instruction to a person in charge terminal of an appropriate person in charge of support according to the working state of the person in charge of support.

  According to the present invention, the support instruction information including the face image captured by the face image capturing unit is generated. Therefore, even if the support requester refuses to register the face image from the privacy point of view, the support person can check the message including the face image of the support requester, and the support person can easily support The requester can be found.

  Further, according to the present invention, the support requester can receive support as long as the reading operation is performed using the information storage means for storing the support content identification information issued in advance. Therefore, even if the support requester does not register data before providing the service in advance, as long as the information storage means for storing the support content identification information is obtained, appropriate support can be received at the place where the visitor first visited.

Embodiment 1 FIG.
Hereinafter, a first embodiment of the present invention will be described with reference to the drawings. FIG. 1 is a block diagram showing an example of the configuration of a support instruction system according to the present invention. As shown in FIG. 1, the support instruction system includes a portable ID storage medium 10, an ID reading unit 20, a headquarter system 100, a support requester database 40, and a mobile terminal 60. The headquarters system 100 includes a data collating unit 30 and a support content / support destination determining unit 50. In the present embodiment, the support instruction determination device is realized by the headquarter system 100 and the support requester database 40.

  As shown in FIG. 1, the ID reading means 20, the headquarter system 100, and the portable terminal 60 are connected via a communication network such as the Internet. In the present embodiment, expressions such as “the mobile terminal 60 transmits and receives via a communication network” are used, but in reality, the mobile terminal 60 is connected via a communication network such as a radio base station and the Internet. Send and receive data.

  In the present embodiment, the support instruction system is used, for example, in a station premises to support a disabled person who needs assistance such as going up and down stairs or getting on and off a train. The support instruction system is used, for example, for customer service support in which a customer request is transmitted to a store clerk in a store. In addition, the support instruction system is used, for example, for business instruction support in which an instruction from a supervisor is transmitted to subordinates in the company.

  The portable ID storage medium 10 is carried by a support requester who needs support such as a disabled person. Specifically, the portable ID storage medium 10 is an information storage medium such as an IC card or an RFID tag. Further, the portable ID storage medium 10 may be a portable device incorporating an IC card or an RFID tag. Although FIG. 1 shows one portable ID storage medium 10, the support instruction system includes a plurality of portable ID storage media 10.

  The portable ID storage medium 10 stores in advance an ID for identifying a support requester (hereinafter referred to as a requester ID). In the present embodiment, the portable ID storage medium 10 stores a unique requester ID for each support requester so that the support requester can be identified.

  Specifically, the ID reading means 20 is realized by an information processing terminal such as a personal computer. The ID reading means 20 is installed in a station premises, for example. In FIG. 1, one ID reading unit 20 is shown, but the support instruction system includes a plurality of ID reading units 20.

  The ID reading means 20 is connected to an information reading device such as a card reader or an RFID tag reader, and has a function of reading the requester ID from the portable ID storage medium 10 via the information reading device. The ID reading means 20 may be connected to a plurality of information reading devices. For example, the ID reading means 20 may be connected to each information reading device installed on a station platform or stairs. Further, the ID reading unit 20 has a function of transmitting the read requester ID to the data collating unit 30 of the headquarter system 100 via the communication network.

  Further, when the ID reading means 20 reads the requester ID, the ID reading means 20 transmits requester position information indicating the position of the support requester to the support content / support destination determination means 50 of the headquarter system 100 via the communication network. Is provided. In the present embodiment, the ID reading unit 20 presets position information (for example, latitude and longitude) indicating the position of the ID reading unit 20 itself. For example, the ID reading unit 20 stores the position information of the ID reading unit 20 itself in a storage device such as a memory or a hard disk device. Then, the ID reading means 20 transmits preset position information as requester position information to the support content / support destination determination means 50 via the communication network.

  Note that, when a plurality of information reading devices are connected, the ID reading unit 20 may store position information indicating the position of each information reading device in association with the information reading device. In this case, when reading the requester ID, the ID reading unit 20 specifies which information reading device is used to read the requester ID. For example, the ID reading unit 20 reads whether the requester ID is read via an information reading device installed on a station platform or whether the requester ID is read via an information reading device installed on a station stairs. Identify. Then, the ID reading unit 20 may extract position information corresponding to the specified information reading apparatus and transmit it to the support content / support destination determination unit 50 as requester position information.

  In FIG. 1, one ID reading unit 20 is shown, but the support instruction system includes a plurality of ID reading units 20. For example, the support instruction system includes an ID reading unit 20 for each station.

  Specifically, the support requester database 40 is realized by a database device such as a magnetic disk device or an optical disk device. In the present embodiment, the support requester database 40 is installed at the headquarters of a service provider that provides a support instruction distribution service that distributes a support instruction to a support person in response to a request from a support requester.

  The support requester database 40 stores various registration information of each support requester in advance. In the present embodiment, the support requester database 40 includes the attribute information of the support requester such as the face image and gender of the support requester, the health status of the support requester, and the support content desired by the support requester (both the desired support content). Registration information including a response history when the support requester has been supported in the past is stored in association with the requester ID. The support requester database 40 stores, for example, information indicating that the support requester is using a wheelchair and having visual or hearing impairment as the health status of the support requester. Further, the support requester database 40 stores, for example, information indicating that the assistance requester desires assistance for climbing up and down stairs and assistance for getting on and off the train.

  In the present embodiment, the support requester database 40 stores only information necessary for support such as health status and desired support contents, and registers information that is not directly required for support, such as the name and age of the support requester. do not do. By doing so, leakage of personal information of the support requester can be prevented, and the privacy of the support requester can be protected.

  Specifically, the head office system 100 is realized by an information processing apparatus such as a workstation or a personal computer. In the present embodiment, the headquarters system 100 is installed in the headquarters of a service provider that provides a support instruction distribution service.

  Specifically, the data collating unit 30 is realized by a CPU and a network interface unit of an information processing apparatus that operates according to a program. The data collating unit 30 has a function of receiving the requester ID from the ID reading unit 20 via the communication network. In addition, the data collating unit 30 has a function of collating the received requester ID with each registration information stored in the support requester database 40. Further, the data collating unit 30 has a function of extracting registration information corresponding to the support requester from the support requester database 40 based on the collation result. The data collating unit 30 has a function of outputting the extracted registration information to the support content / support destination determining unit 50.

  Specifically, the support content / support destination determination unit 50 is realized by a CPU and a network interface unit of an information processing apparatus that operates according to a program. The support content / support destination determination unit 50 has a function of receiving the requester position information from the ID reading unit 20 via the communication network. Further, the support content / support destination determination unit 50 has a function of determining the support content for the support requester based on the requester position information and the registration information extracted by the data collation unit 30.

  Further, the support content / support destination determination unit 50 has a function of managing the position of each mobile terminal 60 and the working state of a support person in charge holding the mobile terminal 60. For example, the support content / support destination determination unit 50 corresponds to the mobile terminal 60 with terminal position information (for example, latitude and longitude) indicating the position of each mobile terminal 60 and work state information indicating the work status of the person in charge of support. It is equipped with a database for storing information. In the present embodiment, the support content / support destination determination unit 50 receives terminal position information and work state information from each portable terminal 60 via a communication network at a predetermined timing. Then, the support content / support destination determination unit 50 updates the database as needed based on the received terminal position information and work status information.

  Further, the support content / support destination determination unit 50 has a function of determining a support person in charge of supporting the support requester based on the requester position information, the terminal position information, and the work state information. In the present embodiment, the support content / support destination determination unit 50 collates the received requester position information with the terminal position information stored in the database. Further, the support content / support destination determination unit 50 identifies the portable terminal 60 located in the vicinity of the support requester based on the collation result. For example, the support content / support destination determination unit 50 identifies all the mobile terminals 60 located within a predetermined distance of the support requester based on the collation result.

  Further, the support content / support destination determination means 50 determines whether or not the support person in charge having the specified portable terminal 60 can support based on the work state information. Then, the support content / support destination determination unit 50 determines the owner of the portable terminal 60 that is determined to be in a support work situation as a support person who supports the support requester.

  Further, the support content / support destination determination unit 50 has a function of generating a support request message for instructing support to the support requester. The support content / support destination determination unit 50 has a function of transmitting the generated support request message to the mobile terminal 60 of the determined support person via the communication network. In the present embodiment, the support content / support destination determination unit 50 generates a support request message including the position, sex, and support content of the support requester based on the requester location information and the registration information. Then, the support content / support destination determination unit 50 transmits a support request message to the portable terminal 60 using a unit capable of transmitting a message in real time such as an instant message or an e-mail. By doing so, it is possible to obtain information on the support contents and the support requester before the support person rushes to the site.

  The portable terminal 60 is a terminal used by support personnel such as station staff. Specifically, the mobile terminal 60 is an information processing terminal such as a mobile phone or a PDA. The portable terminal 60 may be a dedicated terminal for displaying a support instruction. In FIG. 1, one mobile terminal 60 is shown, but the support instruction system includes a plurality of mobile terminals 60. For example, the support instruction system includes the mobile terminal 60 for each support person.

  The portable terminal 60 has communication functions such as an infrared communication function, a wireless LAN connection function, and an Internet connection function. In addition, the portable terminal 60 has a GPS function and a function for obtaining position information based on the GPS signal. Further, the portable terminal 60 has a function of registering the obtained position information in the support content / support destination determination means 50. In the present embodiment, when the position of the portable terminal 60 changes as the support person moves, the portable terminal 60 transmits the obtained position information to the support content / support destination determination means 50 via the communication network. .

  The portable terminal 60 also has a function of registering the work status of the support staff in the support content / support destination determination means 50. For example, the mobile terminal 60 inputs the work status of the support staff and creates work status information according to the instruction operation of the support staff. Then, the mobile terminal 60 transmits the work state information to the support content / support destination determination unit 50 via the communication network.

  Moreover, the portable terminal 60 may automatically register the work state in conjunction with, for example, a schedule system. In this case, for example, the portable terminal 60 is equipped with a scheduler, and extracts from the scheduler whether the person in charge of support is working or taking a break at the current time. Then, the portable terminal 60 transmits work state information indicating that the work is being performed or is taking a break to the support content / support destination determination unit 50. In addition, the mobile terminal 60 may have a function of detecting whether the mobile terminal 60 itself is online or offline, and may register the work state according to the detection result. In this case, when it is detected that the mobile terminal 60 is online, the mobile terminal 60 transmits work state information indicating that the work is in progress to the support content / support destination determination unit 50. Further, when the mobile terminal 60 detects that it is offline, it transmits work state information indicating that it is resting to the support content / support destination determination means 50.

  Further, in the present embodiment, the mobile terminal 60 displays the position information and work state information only when the position of the mobile terminal 60 changes or when the support person's work state is updated. Register in the determining means 50. However, in the case of registration of position information, the mobile terminal 60 does not register even if there is a slight change in position, but registers position information when there is a change in position beyond a predetermined range. For example, the range in which the person in charge of support can move is divided into areas in advance, and the mobile terminal 60 does not register the position information when the position change is within the same area. And the portable terminal 60 transmits a positional information to the assistance content / assistance destination determination means 50, when the positional change from any area to another area is detected.

  In addition, the portable terminal 60 has a function of receiving a support request message from the support content / support destination determining unit 50 via the communication network. In addition, the mobile terminal 60 has a function of displaying the received support request message.

  In the present embodiment, the storage device of the information processing apparatus that implements the headquarters system 100 stores various programs for determining the support content to the support requester and the support staff. For example, the storage device of the information processing device receives processing requester identification information for identifying the support requester from the identification information reading unit that reads information from the information storage unit to the computer via the communication network; Based on the received requester identification information, a process for determining the support content to be provided to the support requester, a process for generating support instruction information for instructing the support staff according to the determined support content, and A support instruction determination program for executing processing for transmitting support instruction information to a person-in-charge terminal used by a person in charge of support via a communication network is stored.

  Next, the operation will be described. In the present embodiment, a case will be described in which the station staff assists the requester up and down the stairs and gets on and off the train in the railway station. In the present embodiment, the railway company has previously concluded a contract with a service provider that provides a support instruction distribution service. The railway company registers each portable terminal 60 possessed by the station staff who is the person in charge of support in the headquarters system 100 of the service provider in advance. In this case, the support content / support destination determination unit 50 of the headquarters system 100 stores, for example, the ID information and e-mail address of each portable terminal 60 in a database in advance.

  Further, the support requester concludes a contract with the service provider in advance and registers the registration information including his / her attribute information in the headquarters system 100 so that the support staff can receive support from the station. FIG. 2 is a flowchart showing an example of various registration processes of each support requester and the portable terminal 60.

  The support requester concludes a contract for receiving the support service with the service provider, and registers registration information including the attribute information of the support requester in the support requester database 40 of the service provider (step S101). In this case, the support requester registers registration information including his / her health condition and support contents (requested support contents) desired to be received in the station in addition to his / her gender and other attribute information. The service provider's headquarters system 100 issues a requester ID to the support requester in advance, and stores the registration information and the requester ID unique to the support requester in association with each other in the support requester database 40 (step S102). ). Also, the service provider creates a portable ID storage medium 10 that stores the requester ID corresponding to the support requester and issues it to the registered support requester (step S103).

  Each portable terminal 60 registers the terminal position information and the work status information in the support content / support person determining means 50 of the headquarter system 100 in accordance with the operation of the support person (step S104). In this case, the portable terminal 60 transmits the terminal position information and the work state information to the support content / support destination determination means 50 via the communication network in accordance with the operation of the support person in charge. Then, the support content / support destination determination unit 50 stores the received terminal position information and work state information in the database in association with the mobile terminal 60. In this case, for example, the support content / support destination determination unit 50 stores the terminal position information and the work state information in association with the ID information and the e-mail address of the mobile terminal 60.

  Each portable terminal 60 updates the terminal position information and the work state information when the person in charge moves or changes from working to resting (step S105). Then, the portable terminal 60 re-registers the updated terminal position information and work state information in real time (step S106). In this case, the portable terminal 60 transmits the terminal position information and the work state information to the support content / support destination determination unit 50 via the communication network. Then, the support content / support destination determination unit 50 updates the database based on the received terminal position information and work status information.

  Next, an operation for distributing a support instruction according to a support request from a support requester will be described. FIG. 3 is a flowchart showing an example of a support instruction process for instructing a support person in charge in response to a request from a support requester.

  When a support requester wants to receive support on a platform or stairs of a station, the information reader stored in the vicinity reads information stored in the portable ID storage medium 10. For example, the support requester inserts the portable ID storage medium 10 that is an IC card into an information reading device that is a card reader. Further, for example, the support requester holds the portable ID storage medium 10 that is an RFID tag over an information reading device that is an RFID tag reader. The portable ID storage medium 10 transmits (outputs) the requester ID to the information reader according to the read operation of the support requester, and requests support (step S201).

  The ID reading means 20 reads the requester ID from the portable ID storage medium 10 via the information reading device (step S202). Then, the ID reading unit 20 transmits the read requester ID to the headquarter system 100 via the communication network (step S203). In this case, the ID reading means 20 transmits the requester position information to the headquarter system 100 together with the requester ID.

  The data collation means 30 of the headquarter system 100 collates the received requester ID with the requester ID stored in the support requester database 40 (step S204). In this case, the data matching unit 30 determines which ID of the requester IDs stored in the support requester database 40 matches the received requester ID. Further, the data collating unit 30 extracts registration information corresponding to the matched requester ID from the support requester database 40 (step S205). In the present embodiment, the data collating unit 30 extracts registration information including the face image, sex, health status, desired support content, and support history of the support requester.

  The support content / support destination determination means 50 determines the support content and support staff for the support requester based on the received requester location information and the extracted registration information (step S206). For example, the support content / support destination determination unit 50 determines the support content for the support requester as the desired support content indicated in the registration information. For example, the support content / support destination determination unit 50 identifies the support content received in the past by the support requester based on the support history included in the registration information, and determines the support content to the support requester. Also good. Further, the support content / support destination determination means 50 determines a support person in charge based on the requester position information, the terminal position information, and the work state information.

  When the support content and the person in charge of support are determined, the support content / support destination determination means 50 generates a support request message. For example, the support content / support destination determination unit 50 creates a support request message including the position and sex of the support requester and the support content. Then, the support content / support destination determination unit 50 transmits the generated support request message to the mobile terminal 60 of the determined support person via the communication network (step S207). For example, the support content / support destination determination unit 50 extracts the ID information and e-mail address of the mobile terminal 60 of the determined support person from the database, and transmits a support request message using the extracted ID information and e-mail address. To do.

  When receiving the support request message, the mobile terminal 60 displays the received support request message. Then, the support staff confirms the message displayed on the mobile terminal 60 and rushes to support of the support requester (step S208). Note that the support content / support destination determination unit 50 may transmit the support request message and also transmit the face image of the support requester included in the registration information to the portable terminal 60. And the portable terminal 60 may display the received face image of the support requester. If it does in that way, a support person in charge can find a support requester easily by checking a face image, and can perform quicker support.

  As described above, according to the present embodiment, the support requester can receive support as long as the reading operation is performed using the portable ID storage medium 10 that stores the requester ID issued in advance. Therefore, the operation burden on the support requester when making a support request can be reduced. Further, according to the present embodiment, the support content can be determined based on the requester ID and pre-registered registration information and distributed to the mobile terminal 60 of the support person in charge. Therefore, the person in charge of support can know the contents of support in advance, and the support requester can be supported quickly and reliably. Therefore, the support requester can be supported promptly and reliably without placing a burden on the support requester.

  Further, according to the present embodiment, since a support request is made using a requester ID issued in advance to a support requester, it is possible to prevent a support request due to mischief or a support request due to an erroneous operation. Therefore, it is possible to reduce the burden on the person in charge of support such as station staff.

  Further, according to the present embodiment, the data collating means 30 extracts registration information including the attribute information of the support requester who needs support from the support requester database 40 based on the requester ID. Then, the support content / support destination determination unit 50 distributes a support request message including the attribute information of the support requester to the portable terminal 60 of the support person in charge. Therefore, the support person in charge can confirm the attribute information such as the face image and sex of the support requester in advance, and can easily find the support requester.

  Further, according to the present embodiment, the support staff is determined based on the position information of the portable terminal 60 possessed by the support staff and the work status of the support staff. Therefore, when a support request is received from a support requester, an appropriate support person can be determined and a support request message can be distributed.

  Further, according to the present embodiment, the support requester database 40 stores only information necessary for support to the support requester as registered information. Therefore, it is possible to prevent leakage of attribute information of a support requester that is not directly required for support, such as name and age, and it is possible to secure the privacy of the support requester.

Embodiment 2. FIG.
Next, a second embodiment of the present invention will be described with reference to the drawings. FIG. 4 is a block diagram illustrating another configuration example of the support instruction system. In the present embodiment, as shown in FIG. 4, the support instruction system includes a portable ID storage medium 10, an ID reading means 20, a headquarters system 100A, a support requester DB 41, a portable terminal 60, and a face image. Acquisition means 70. The head office system 100 </ b> A includes a data collating unit 30 and a support content / support person determining unit 51. The ID reading unit 20, the headquarter system 100A, the portable terminal 60, and the face image acquisition unit 70 are connected via a communication network such as the Internet.

  As shown in FIG. 1, in this embodiment, the support instruction system includes a face image acquisition unit 70 in addition to the components shown in the first embodiment. In the present embodiment, the information stored in the support requester database 41 is different from the information stored in the support requester database 40 shown in the first embodiment. Further, in the present embodiment, the function of the support content / support person determining means 51 is different from the function of the support content / support destination determining means 50 shown in the first embodiment. The functions of the portable ID storage medium 10, the ID reading means 20, the data collating means 30, and the portable terminal 60 are the same as those functions described in the first embodiment.

  Specifically, the face image acquisition means 70 is realized by an information processing terminal such as a personal computer. The face image acquisition means 70 is installed in the vicinity of the ID reading means 20 in the station premises, for example. The ID reading unit 20 and the face image acquisition unit 70 may be realized using the same information processing terminal. In FIG. 1, one face image acquisition unit 70 is shown, but the support instruction system includes a plurality of face image acquisition units 70.

  The face image acquisition means 70 is connected to an imaging means such as a camera (for example, a video camera), and has a function of inputting the face image of the support requester photographed by the imaging means. In the present embodiment, at the timing when the support requester performs the ID reading operation, the face image acquisition unit 70 causes the imaging unit to capture the face image of the support requester and inputs the captured face image.

  Specifically, the support requester database 41 is realized by a database device such as a magnetic disk device or an optical disk device. The support requester database 41 stores various registration information of each support requester in advance. In the present embodiment, the support requester database 41 stores registration information including the gender of the support requester, the health status of the support requester, the desired support content, and the past response history in association with the requester ID. This embodiment is different from the first embodiment in that the registration information stored in the support requester database 41 does not include a face image.

  Specifically, the support content / support person determining means 51 is realized by a CPU and a network interface unit of an information processing apparatus that operates according to a program. The support content / support person determining unit 51 has a function of determining the support content for the support requester based on the requester position information and the registration information extracted by the data collating unit 30.

  Further, the support content / support person determining means 51 has a function of receiving the requester position information from the ID reading means 20 via the communication network. Further, the support content / support person determining unit 51 has a function of managing terminal position information and work state information of each mobile terminal 60. The support content / support person determining means 51 has a function of determining a support person who supports the support requester based on the requester position information, the terminal position information, and the work state information.

  Further, the support content / support person determination unit 51 has a function of receiving a face image from the face image acquisition unit 70 via the communication network. The support content / support person determining means 51 has a function of generating a support request message based on the received face image and the determined support content. In the present embodiment, the support content / support person determining means 51 generates a support request message in which the face image of the support requester and the support content are combined. Further, the support content / support person determining means 51 has a function of transmitting the generated support request message to the mobile terminal 60 of the determined support person via the communication network.

  As described above, according to the present embodiment, when the requester ID is read using the portable ID storage medium 10, the face image of the support requester is captured and transmitted to the head office system 100A. Therefore, even if the support requester refuses to register facial images from the privacy point of view, the support staff can confirm the message containing the face image of the support requester, and the support staff can easily assist The requester can be found. Therefore, the support requester can provide quick support.

Embodiment 3 FIG.
Next, a third embodiment of the present invention will be described with reference to the drawings. FIG. 5 is a block diagram showing still another configuration example of the support instruction system. In the present embodiment, as shown in FIG. 5, the support instruction system includes a portable ID storage medium 11, an ID reading means 21, a headquarters system 100B, a support content database 42, a portable terminal 60, a face image. Acquisition means 70. The head office system 100 </ b> B includes a data collating unit 31 and a support person determining unit 52. The ID reading means 21, the headquarter system 100B, the portable terminal 60, and the face image acquisition means 70 are connected via a communication network such as the Internet.

  In the present embodiment, the information stored in the portable ID storage medium 11 and the support content database 42 is the information stored in the portable ID storage medium 10 and the support requester database 41 shown in the second embodiment, respectively. Different. In the present embodiment, the functions of the ID reading means 21, the data collating means 31, and the support person determining means 52 are the same as the ID reading means 20, the data collating means 30 and the support contents / This is different from the function of the support person determining means 51. Note that the functions of the portable terminal 60 and the face image acquisition means 70 are the same as those described in the second embodiment.

  Specifically, the portable ID storage medium 11 is an information storage medium such as an IC card or an RFID tag. In the present embodiment, the portable ID storage medium 11 stores an ID (hereinafter referred to as a support content ID) for identifying the support content that the support requester wants to receive. In the present embodiment, the portable ID storage medium 11 is different from the first embodiment and the second embodiment in that the support content ID is stored instead of the requester ID. In FIG. 5, one portable ID storage medium 11 is shown, but the support instruction system includes a plurality of portable ID storage media 11.

  Specifically, the ID reading means 21 is realized by an information processing terminal such as a personal computer. The ID reading means 21 is connected to an information reading device and has a function of reading the support content ID from the portable ID storage medium 11 via the information reading device. Further, the ID reading unit 21 has a function of transmitting the read support content ID to the data collating unit 31 of the headquarter system 100B via the communication network. Further, the ID reading unit 21 has a function of transmitting the requester position information to the support person determining unit 52 of the headquarter system 100B via the communication network when the support content ID is read. In FIG. 5, one ID reading unit 21 is shown, but the support instruction system includes a plurality of ID reading units 21.

  Specifically, the support content database 42 is realized by a database device such as a magnetic disk device or an optical disk device. The support content database 42 stores in advance a plurality of support content information indicating the support content for the support requester. In the present embodiment, the support content database 42 stores each support content information in advance in association with the support content ID. For example, the support content database 42 stores, as support content information, information such as wheelchair assistance, train getting on and off, escort to the platform, etc., in association with each unique support content ID.

  Specifically, the data collating unit 31 is realized by a CPU and a network interface unit of an information processing apparatus that operates according to a program. The data collating unit 31 has a function of receiving the support content ID from the ID reading unit 21 via the communication network. The data collating unit 31 has a function of collating the received support content ID with each support content information stored in the support content database 42. In the present embodiment, the data collating unit 31 determines which of the support content IDs stored in the support content database 42 matches the received support content ID. Further, the data collating unit 31 extracts support content information corresponding to the matched support content ID from the support content database 42.

  Specifically, the support person determining unit 52 is realized by a CPU and a network interface unit of an information processing apparatus that operates according to a program. The support person-in-charge determination unit 52 has a function of receiving requester position information from the ID reading unit 21 via the communication network. The support person-in-charge determining means 52 has a function of managing terminal position information and work state information of each portable terminal 60. Further, the support person determining means 52 has a function of determining a support person who supports the support requester based on the requester position information, the terminal position information, and the work state information.

  The support person-in-charge determination unit 52 has a function of receiving the face image of the support requester from the face image acquisition unit 70 via the communication network. The support person-in-charge determination unit 52 has a function of generating a support request message including the support content indicated in the support content information extracted by the data collating unit 31. Further, the support person determining unit 52 has a function of transmitting the received face image and the generated support request message to the mobile terminal 60 of the determined support person via the communication network.

  As described above, according to the present embodiment, the support content is specified using the support content ID for identifying the support content. Therefore, it is not necessary to register the attribute information of the support requester in advance, and the support content can be specified without specifying the support requester by the requester ID. Therefore, even if the support requester does not register data before providing the service in advance, as long as the portable ID storage medium 11 that stores the support content ID is obtained, appropriate support can be received at the station that is visited for the first time.

  In the present embodiment, the support requester can obtain the portable ID storage medium 11 by selecting a desired support content and performing a purchase operation at, for example, a station ticket machine.

  INDUSTRIAL APPLICABILITY The present invention can be applied to a use for transmitting a support instruction to a support requester such as a disabled person who needs support in a station premises to a support person such as a station staff. In addition, the present invention can be applied to customer service support for transmitting a customer request in a store to a store clerk. In addition, the present invention can be applied to a business support application for transmitting business instructions from a supervisor to a subordinate in the company.

It is a block diagram which shows an example of a structure of the assistance instruction | indication system by this invention. 10 is a flowchart showing an example of various registration processes of each support requester and portable terminal 60. It is a flowchart which shows an example of the assistance instruction | indication process which instruct | indicates assistance to a person in charge of assistance according to the request | requirement from a support requester. It is a block diagram which shows the other structural example of a assistance instruction | indication system. It is a block diagram which shows the further another structural example of a assistance instruction | indication system.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 ID memory | storage means 20 ID reading means 30 Data collation means 40 Support requester database 50 Support content / support destination determination means 60 Portable terminal

Claims (12)

A support instruction system that instructs support to a support person in response to a request from a support requester,
Identification information reading means for reading the requester identification information from information storage means for storing requester identification information for identifying the support requester;
A support instruction determination device that determines the content of instructions to support personnel;
The support instruction determination device includes:
Based on the requester identification information read by the identification information reading means, support content determination means for determining the support content to be provided to the support requester;
Instruction information generating means for generating support instruction information for instructing support to a support person in accordance with the support contents determined by the support content determining means;
An instruction information transmitting means for transmitting the assistance instruction information generated by the instruction information generating means to a person-in-charge terminal used by the person in charge of assistance via a communication network. The support instruction determination device
Registration information accumulating means for preliminarily accumulating registration information including support contents to be provided to the support requester in association with the requester identification information;
Registration information extraction means for extracting registration information corresponding to the requester identification information read by the identification information reading means from the registration information storage means,
The support instruction system according to claim 1, wherein the support content determination unit determines the support content to be provided to the support requester according to the support content indicated in the registration information extracted by the registration information extraction unit. The identification information reading means transmits requester position information indicating the position of the support requester to the support instruction determination device via the communication network,
The support instruction system according to claim 1, wherein the instruction information generation unit generates support instruction information including requester position information received from the identification information reading unit. The support instruction determination device
Position information storage means for storing terminal position information indicating the position of each person-in-charge terminal in association with the person-in-charge terminal;
And a person-in-charge determination unit for determining a person in charge of support who supports the person who requests the support based on requester position information received from the identification information reading unit and terminal position information stored in the position information storage unit. 3. The support instruction system according to 3. The person-in-charge determining means identifies terminal position information that matches the requester position information among the terminal position information stored in the position information storage means, and requests a person-in-charge terminal corresponding to the identified terminal position information As the person in charge of the person in charge of supporting the person in charge,
5. The support instruction system according to claim 4, wherein the instruction information transmission unit transmits the support instruction information to the person-in-charge terminal determined by the person-in-charge determination unit via a communication network. The support instruction determination device includes work state storage means for storing work state information indicating the work state of the support person in charge in association with the person in charge terminal,
The support instruction system according to claim 4 or 5, wherein the person-in-charge determination means determines a person in charge of support who supports the support requester based on the work state information stored in the work state storage means. A face image capturing means for capturing the face image of the support requester;
The support instruction system according to any one of claims 1 to 6, wherein the instruction information generation unit generates support instruction information including a face image captured by the face image imaging unit. The identification information reading means reads the support content identification information from the information storage means for storing the support content identification information for identifying the support content desired by the support requester,
The support content determining means determines the support content to be provided to the support requester based on the support content identification information read by the identification information reading means. The support according to any one of claims 1 to 7. Instruction system. A support instruction system that instructs support to a support person in response to a request from a support requester,
An ID reading terminal for reading a requester ID for identifying a support requester from a portable ID storage medium possessed by the support requester;
A support instruction determination device that determines the content of instructions to support personnel;
The support instruction determination device includes:
A database that stores in advance registration information including support contents desired by the support requester in association with the requester ID;
ID receiving means for receiving the requester ID from the ID reading terminal via a communication network;
Registration information extracting means for extracting registration information corresponding to the requester ID received by the ID receiving means from the database;
Support content determination means for determining the support content to be provided to the support requester according to the support content indicated in the registration information extracted by the registration information extraction means;
Message generating means for generating a support instruction message for instructing a support person in charge according to the support content determined by the support content determining means;
A support instruction system, comprising: a message transmission unit that transmits the support instruction message generated by the message generation unit to a portable terminal used by a support person via a communication network. A support instruction determination device that determines instruction contents to a support person in response to a request from a support requester,
Identification information receiving means for receiving requester identification information for identifying the support requester from the identification information reading means for reading information from the information storage means, via a communication network;
Based on the requester identification information received by the identification information receiving means, the support content determining means for determining the support content to be provided to the support requester;
Instruction information generating means for generating support instruction information for instructing support to a support person in accordance with the support contents determined by the support content determining means;
A support instruction determination device comprising: instruction information transmission means for transmitting support instruction information generated by the instruction information generation means to a person-in-charge terminal used by a person in charge of support via a communication network. A support instruction method for instructing a support staff in response to a request from a support requester,
Identification information reading means for reading information reads the requester identification information from information storage means for storing requester identification information for identifying a support requester;
A support instruction determination device for determining instruction contents to a support person, receiving the read requester identification information from the identification information reading means via a communication network;
The support instruction determination device determining the support content to be provided to the support requester based on the received requester identification information;
The support instruction determining device generating support instruction information for instructing support to a support person according to the determined support content;
The support instruction determining apparatus includes the step of transmitting the generated support instruction information to a person-in-charge terminal used by a person in charge of support via a communication network. A support instruction determination program for determining instruction contents to a support person in response to a request from a support requester,
On the computer,
Processing for receiving requester identification information for identifying the support requester from the identification information reading means for reading information from the information storage means via the communication network;
Based on the received requester identification information, processing for determining the support content to be performed to the support requester;
Processing for generating support instruction information for instructing support to a support person in accordance with the determined support content;
A support instruction determination program for executing processing for transmitting the generated support instruction information to a person-in-charge terminal used by a person in charge of support via a communication network.

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