JP2007018394A - Resident counter guide system and resident counter guiding method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a resident counter guide system and a resident counter guiding method capable of determining a staff member in charge and a counter in accordance with a resident's choice and guiding the resident to the determined counter. <P>SOLUTION: The resident counter guide system is provided with: a resident consultation storage part for storing the consultation history information of a plurality of residents; a resident service storage part for storing information concerned with service being provided to residents; a staff working state storage part for storing information concerned with the working states of a plurality of consultation staff members; a staff counter storage part for associatively storing each of a plurality of staff members and a consultation counter of the staff member; a receiving part for receiving resident identification information, information concerned with a consultation item and information concerned with a consultation member from a first terminal; and a control part for controlling respective parts so as to select an appropriate consultation counter concerned with the type of the item from the information received by the receiving part and the information stored in respective storage parts and transmit the selected counter information to the first terminal. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a resident counter guidance system and a resident counter guidance method for guiding a resident who has been installed in a public organization such as a city hall to visit a public organization for consultation based on the contents of the consultation. .

  Public institutions such as city halls and banks usually have multiple consultation windows, which are usually divided according to the field of consultation. Since a large number of consultants visit such a plurality of windows for different purposes, there is a need for a system that efficiently guides a consultant to an appropriate window in order to avoid congestion.

  As such a window guidance system, there is a system as described in Patent Document 1. This system is a customer guidance system that determines the presence or absence of recommended products from the customer's deposit amount, age, transaction history, etc., based on customer information and customer visits in the bank's reception business, and distributes the window. is there.

JP 2000-293604 A

  In the consultation service of the local government, there is a demand to consult with the staff who normally consults or to change the staff to consult depending on the content of the consultation.

  However, in the above-mentioned conventional resident guidance system, the system unilaterally determines the contact point based on the customer's attribute information and consultation history, and wants the previous person in charge or requests new consultation details not in the history. The function of determining the contact point reflecting the will of the customer is not described.

  Also, in local government consulting services, there are few cases where the staff receiving consultation is a consultant appointment, and other services are often performed in parallel, so if the consultant wants a specific staff member, In many cases, you will have to wait. In this case, it is necessary for the staff to know the information that the counselor is waiting, but such a function is not described in the conventional resident counter guidance system.

  The object of the present invention is to solve the above-mentioned problems, provide information that allows a consultant to select a window and a person in charge from the attribute information of the person who consulted and the history of consultation, and determine the window and person in charge according to the choice of the person who consults The purpose of the present invention is to provide a resident's window guidance system and a resident's window guidance method using the resident's window guidance system that can be guided to the determined window.

  Still another object of the present invention is to provide a resident's window guidance system and a resident's window guidance method capable of notifying the staff that a counselor is coming and notifying the counselor and information on the contents of the consultation in advance. It is in.

  In order to solve the above problems, a resident contact guidance system according to the present invention includes a resident consultation storage unit that stores consultation history information of a plurality of residents, and a resident service storage unit that stores information about services currently being received by the residents. , A staff work status storage unit for storing information on the work status of a plurality of consulting staff, a staff counter storage unit for storing each of the plurality of consulting staff and a consultation desk where the consulting staff is associated, and the first Select the appropriate consultation window for the type of the service from the receiving unit that receives information on the identification information, consultation information, and information on the consulting staff from the terminal, the information received by the receiving unit, and the information in each storage unit. And a control unit that controls to transmit the selected window information to the first terminal.

  DESCRIPTION OF EXEMPLARY EMBODIMENTS Hereinafter, a preferred embodiment of a residential window guidance system according to the invention will be described with reference to the accompanying drawings.

  FIG. 1 is a block diagram showing an embodiment of a resident counter guidance system according to the present invention. As shown in FIG. 1, a resident guidance system 1 is connected to a resident guidance window terminal 2 via a network 3 such as a LAN. The resident counter guidance system 1 is connected to a plurality of staff counter terminals 4 via a network 5 such as a LAN. In FIG. 1, only one resident guidance window terminal 2 is shown, but a configuration including a plurality of resident guidance window terminals may be used.

  Here, the resident guidance window terminal 2 is installed at the entrance of a public institution, etc., and the result of processing by the resident window guidance system 1 in accordance with the input information of the resident (consultant) (previous consultation history of the resident, current receipt) This is a terminal for displaying information on services, consultation desks, etc.). The staff window terminal 4 is installed in a window where staff members are present, and is a terminal for displaying a result processed by the resident window guidance system 1 (such as the fact that the resident came to consult). Although not shown, the resident guidance window terminal 2 includes input means (mouse, keyboard, touch panel, etc.), display means (display, etc.), resident information (resident identification number) reading means from the resident card. ing. Similarly, the staff window terminal 4 includes input means, display means, and the like.

  The resident contact guidance system 1 includes a control unit 12, network interface units 10 and 11, a program storage unit 13, a resident consultation storage unit 14, a resident service storage unit 15, a staff work status storage unit 16, and a staff window. A storage unit 17 and a consultant list storage unit 18 are provided. The control unit 12 is a CPU or the like, and comprehensively controls the resident counter guidance system 1 as a whole. The network interface unit 10 is a communication interface with the network 3 to which the resident guidance window terminal 2 is connected, and receives information from the resident guidance window terminal 2 (information about residents, consultation requirements, staff selected by the residents). , And the result (information on the previous consultation history of residents, information on services currently being received, consultation counters, etc.) transmitted to the network 3 is transmitted to the network 3. The network interface unit 11 is a communication interface with the network 5 to which a plurality of staff contact terminals 4 are connected, and transmits the execution result of the control unit 12 (information indicating that the residents are in consultation) to the network 5. . The program storage unit 13 stores various control programs executed by the control unit 12. The resident counseling storage unit 14 stores information on the contents of the previous counseling, such as what counseling the resident has made and what counseling to which staff. The resident service storage unit 15 stores information related to service contents currently received by the resident. The staff work status storage unit 16 stores information on the work status such as the scheduled attendance date of each consulting staff. The staff window storage unit 17 stores information indicating which staff is at which consultation window. The counselor list storage unit 18 stores list information of residents currently lined up at the consultation counter.

  FIG. 2 is a diagram illustrating an example of information (data) stored in the resident consultation storage unit 14. As shown in FIG. 2, in the resident consultation storage unit 14, information such as a resident identification number 20, a resident name 21, a staff name 22, a business type 23, and a consultation content 24 is stored in association with each other. ing. Here, the resident identification number 20 is information for identifying a resident such as a resident group number. The requirement type 23 is information on the requirement type classified by each public institution such as child allowance and child care. The staff name 22 (and so on) may be any staff number as long as it can identify the staff.

  FIG. 3 is a diagram illustrating an example of information (data) stored in the resident service storage unit 15. As shown in FIG. 3, the resident service storage unit 15 stores information such as a resident identification number 30, a resident name 31, a business type 32, and service receipt contents 33 in association with each other. Here, the service reception content 33 is information indicating the service content currently received by the residents.

  FIG. 4 is a diagram illustrating an example of information (data) stored in the staff work status storage unit 16. As shown in FIG. 4, the staff work status storage unit 16 stores information such as a staff name 40 and a work status 41 in association with each other. Here, the work status 41 is information such as the attendance date of the staff member, and this information indicates whether or not the staff member can consult today or when the staff member is not consultable.

  FIG. 5 is a diagram illustrating an example of information (data) stored in the staff window storage unit 17. As shown in FIG. 5, the staff window storage unit 15 stores information such as a staff name 50 and a window number 51 in association with each other.

  FIG. 6 is a diagram illustrating an example of information (data) stored in the consultant list storage unit 18. As shown in FIG. 6, in the consultant list storage unit 18, information such as a window number 60, a resident identification number 61, a resident name 62, a business type 63, and an order 64 are associated and registered. ing. Here, the order 64 is information representing the consultation waiting order of residents for each window.

  FIG. 7 shows that the resident guidance system 1 obtains information such as previous consultation contents of the resident and information such as service contents currently received by the resident from the resident information (resident identification number). 6 is a flowchart showing transmission control to 2. First, the resident inserts a resident card into the resident guidance window terminal 2 according to the screen shown in FIG. In addition, as shown in FIG. 12, when a resident does not have a resident card, information such as a name and an address that can identify the resident is input. In the following, a case where a resident has a Juki card will be described as an example. When the resident card is inserted, the resident guidance window terminal 2 reads the resident identification number from the resident card and transmits it to the network 3.

  The resident counter guidance system 1 receives the resident identification number from the resident guidance counter terminal 2 via the network 3 (step S70). Next, the resident guidance window system 1 refers to the resident consultation storage unit 14 and acquires information on previous consultation contents such as a staff name 22, a business type 23, and consultation contents 24 based on the resident identification number ( Step 71). Next, the resident guidance window system 1 refers to the resident service storage unit 15 and acquires information on the service contents currently being received, such as the service type 32 and the service receipt contents 33, based on the resident identification number (step) 72). Next, the resident counter guidance system 1 controls to transmit the acquired information (information regarding previous consultation contents and information regarding service contents currently being received) to the resident guidance window terminal 2 (step 73). In FIG. 7, the process of step 72 is performed after the process of step 71. However, the process of step 71 may be performed after the process of step 72 is performed.

  When the resident guidance window terminal 2 receives the above information from the resident window guidance system 1 via the network 3, for example, as shown in FIG. 13, a child allowance 130, a child care 131, a child support allowance 132, a physical disability Along with a screen for selecting a service type such as a personal organizer 133, a nursing notebook 134, a support fee 135, etc., information related to previous consultation contents and information related to service contents currently being received are displayed. In addition, at the time of display, a function such as coloring a service with a consultation history or a service currently being received may be provided in the resident guidance window terminal 2. In addition, when the previous consultation contents 136 and details 137 are selected by the residents from the screen shown in FIG. 13, the resident guidance window terminal 2 displays the previous consultation contents and the detailed contents about the service currently being received. Residents can select today's requirements after confirming previous consultations and services currently being received, so they can select today's requirements smoothly. In addition, the residents can check the contents of the previous consultation before going to the consultation desk, so that they can smoothly consult with the staff.

  FIG. 8 is a flowchart showing the control for searching for the consulting staff and transmitting to the resident guidance window terminal 2.

  The resident counter guidance system 1 receives the business information from the resident guidance counter terminal 2 via the network 3 (step S80). Next, the resident contact guidance system 1 refers to the resident consultation storage unit 14 and searches for the usual staff based on the resident identification number and the business information (step 81). Next, the resident counter guidance system 1 refers to the staff work status storage unit 16 and confirms whether or not the regular staff among the acquired staff is working today (step 82). When the usual staff is attending work, the resident counter guidance system 1 refers to the resident consultation storage unit 14 and searches for staff who can consult with the staff other than the usual consultant regarding the relevant matters today (step 83). ). Next, the resident counter guidance system 1 controls to transmit the searched staff information to the resident guidance counter terminal 2 (step 84).

  When the resident guidance window terminal 2 receives the staff information from the resident window guidance system 1 via the network 3, for example, a screen as shown in FIG. 14 is displayed. The resident can select one of the usual staff member 140, the staff member 141 who can be consulted today, and the staff member member 142 who is not designated as a staff member. Therefore, residents can select from among regular staff members who can consult today. As for the regular staff member 140 and the staff member 141 who can be consulted today, as shown in FIG. 14, the resident guidance window terminal 2 displays details such as the number of consultations and main consultation contents. In this way, the residents can confirm the number of consultations with the staff and the type of business.

  In the process of step 82, if the usual consultation staff is not working, the resident counter guidance system 1 refers to the staff work status storage unit 16, and the next working day (consultation response date) for the usual consulting staff. Etc. are acquired (step 85). Next, the resident counter guidance system 1 refers to the resident counseling storage unit 14 and searches for staff members who can consult today with staff members other than the usual consulting staff members regarding the relevant requirements (step 83). Next, the resident counter guidance system 1 controls to transmit the searched staff information to the resident guidance counter terminal 2 (step 84).

  When the resident guidance window terminal 2 receives the staff information from the resident window guidance system 1 via the network 3, for example, a screen as shown in FIG. 15 is displayed. The inhabitants can select any one of 150 which is not consulted today, the staff 151 who can consult today, and the staff who is not designated 152. Since the usual staff is absent today, the next scheduled consultation date is displayed as shown in FIG. As a result, the residents can check the next scheduled consultation date of the usual consultation staff. As for the staff 151 who can be consulted today, as shown in FIG. 15, the resident guidance window terminal 2 displays details such as the number of consultations and main consultation contents. In this way, the residents can confirm the number of consultations with the staff and the type of business. The function of searching for staff may be a function of searching for the latest staff in the business type and the most staff in the business type.

  FIG. 9 shows a process in which the resident guidance window system 1 searches for the window after the resident selects one of the regular staff 140, the staff 141 who can be consulted today, or the staff staff 142 who does not specify the staff 142 on the screen shown in FIG. It is a flowchart which shows. The resident guidance window system 1 determines whether the information from the resident guidance window terminal 2 is “ordinary staff”, “staff who can be consulted today”, or “no staff designation” (step 90). In the case of “ordinary staff”, the resident guidance window system 1 refers to the staff window storage unit 17 and searches for the window number of the staff from the staff name (step 91). Next, the resident guidance window system 1 registers information such as a resident identification number, resident name, business type, window number, and consultation order in the consultant list storage unit 18 (step 92). Next, the resident guidance window system 1 controls to transmit the retrieved window number to the resident guidance window terminal 2 (step 93).

  Upon receiving the window number from the resident guidance window system 1, the resident guidance window terminal 2 displays a screen as shown in FIG.

  In step 90, in the case of “consultation staff who can consult today”, the resident counter guidance system 1 refers to the staff counter storage unit 17 and searches for the counter number where the staff is present from the staff name (step 91). . Next, the resident guidance window system 1 registers information such as a resident identification number, resident name, business type, window number, and consultation order in the consultant list storage unit 18 (step 92). Next, the resident guidance window system 1 controls to transmit the retrieved window number to the resident guidance window terminal 2 (step 93).

  Upon receiving the window number from the resident guidance window system 1, the resident guidance window terminal 2 displays a screen as shown in FIG.

  If it is determined in step 90 that “no staff specified”, the resident contact guidance system 1 refers to the consultant list storage unit 18 and searches for the contact number with the fewest waiting consultants (step 94). Depending on the public institution, it is possible to change search conditions such as assigning veteran staff instead of easily deciding the staff with the fewest waiting numbers. Next, the resident guidance window system 1 registers information such as a resident identification number, resident name, business type, window number, and consultation order in the consultant list storage unit 18 (step 92). Next, the resident guidance window system 1 controls to transmit the retrieved window number to the resident guidance window terminal 2 (step 93).

  Upon receiving the window number from the resident guidance window system 1, the resident guidance window terminal 2 displays a screen as shown in FIG.

  FIG. 10 shows the screen shown in FIG. 15, after the resident selects one of 150 that is not consulted today, staff 151 that can be consulted today, or no staff designation 152, the resident guidance window system 1 searches for a window. It is a flowchart which shows a process. The resident guidance window system 1 determines whether the information from the resident guidance window terminal 2 is “do not consult today”, “staff who can consult today”, or “no staff designation” (step 100). In the case of “do not consult today”, the resident guidance window system 1 ends the process. In the case of “consultation staff who can consult today” in step 100, the resident counter guidance system 1 refers to the staff counter storage unit 17 and searches for the counter number where the staff is present from the staff name (step 101). Next, the resident guidance window system 1 registers information such as a resident identification number, resident name, business type, window number, and consultation order in the consultant list storage unit 18 (step 102). Next, the resident guidance window system 1 controls to transmit the retrieved window number to the resident guidance window terminal 2 (step 103).

  Upon receiving the window number from the resident guidance window system 1, the resident guidance window terminal 2 displays a screen as shown in FIG.

  In step 100, if “no staff specified”, the resident counter guidance system 1 refers to the consultant list storage unit 18 and searches for the counter number with the fewest waiting consultants (step 104). Depending on the public institution, it is possible to change search conditions such as assigning veteran staff instead of easily deciding the staff with the fewest waiting numbers. Next, the resident guidance window system 1 registers information such as a resident identification number, resident name, business type, window number, and consultation order in the consultant list storage unit 18 (step 102). Next, the resident guidance window system 1 controls to transmit the retrieved window number to the resident guidance window terminal 2 (step 103).

  Upon receiving the window number from the resident guidance window system 1, the resident guidance window terminal 2 displays a screen as shown in FIG.

  FIG. 11 is a flowchart showing the process of the resident guidance window system 1 after determining the consultation window of the resident.

  After the resident guidance window system 1 determines the resident window, the resident guidance window system 1 controls to transmit information indicating that the resident has visited for consultation to the staff window terminal 4 (step 111).

When the staff window 4 receives information from the resident guidance window system 1 indicating that the resident has visited for consultation, the staff window 4 displays a screen as shown in FIG. As a result, the staff in charge can confirm that the residents have visited for consultation. In addition, since the staff often performs not only the consulting work but also other work in parallel, this makes it possible to immediately confirm that the consultant has come. Next, the resident counter guidance system 1 sends information regarding the previous consultation contents of the resident acquired from the resident consultation storage section 14 and information regarding the service contents currently received acquired from the resident service storage section 15 to the staff counter terminal 4. Control to transmit (step 112)
Upon receiving the information from the resident guidance window system 1, the staff window terminal 4 displays a screen as shown in FIG. In FIG. 18, by selecting the first person 180, the second person 181, the third person 182,... Can be confirmed. Moreover, the staff can confirm the details about these information by selecting the previous consultation content 183 and the details 184.

  Further, in the staff window 4, each staff can check the waiting status of the consultant by the screen shown in FIG. 19 created by the resident guidance window system 1 based on the consultant list storage unit 18. Materials can be prepared in advance. It should be noted that the items shown in FIG. 19 may be any items as long as the status of waiting for the consultant can be confirmed, and the item can be set to be displayed or not displayed.

  As mentioned above, although one embodiment of the resident guidance window system according to the present invention has been described, the staff window storage unit 17 is configured as shown in FIG. 5 in the above-described embodiment, but may be configured as shown in FIG. In FIG. 20, by using the operator management function that manages the operator ID 210 and the staff name 211, it is possible to check which staff is at what number even if the staff has moved the window. . For example, when the operator ID “111” is “Hanako”, it can be seen from FIG. 20 that the contact number of Hanako is “1”.

It is a block diagram showing one embodiment of a resident counter guidance system according to the present invention. It is a figure which shows the example of the information (data) registered into the resident consultation recording part. It is a figure which shows the example of the information (data) registered into the resident service recording part. It is a figure which shows the example of the information (data) registered into the staff work condition memory | storage part. It is a figure which shows the example of the information (data) registered into the staff contact memory | storage part. It is a figure which shows the example of the information (data) registered into the consultant list recording part. Resident counter guidance system 1 acquires information such as previous consultation contents of residents and information of services currently received by residents from the residents information (resident identification number), and transmits them to the residents guidance window terminal 2 It is a flowchart which shows control. It is a flowchart which shows the transmission control to the resident guidance window terminal 2 by searching the counselor. In the screen shown in FIG. 14, after the resident selects one of the usual staff member 140, the staff member 141 who can be consulted today, or the staff member not designated 142, the resident guidance window system 1 searches for the window. It is. In the screen shown in FIG. 15, the resident guide window system 1 searches for a window after the resident selects any one of 150 that is not consulted today, staff 151 that can be consulted today, or staff staff that is not designated 152. It is. It is a flowchart which shows the process of the resident guidance window system 1 after determining the consultation window of a resident. It is a figure which shows the display screen of resident guidance window terminal 2. FIG. Similarly, it is a figure which shows the display screen of the resident guidance window terminal 2. FIG. Similarly, it is a figure which shows the display screen of the resident guidance window terminal 2. FIG. Similarly, it is a figure which shows the display screen of the resident guidance window terminal 2. FIG. It is a figure which shows the display screen 4 of a staff charge counter terminal. Similarly, it is a figure which shows the display screen of the staff counter terminal 4. FIG. Similarly, it is a figure which shows the display screen of the staff counter terminal 4. FIG. Similarly, it is a figure which shows the display screen of the staff counter terminal 4. FIG. It is a figure which shows the other structural example of the staff contact memory | storage part 17.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 ... Residents guidance system, 2 ... Residents guidance window terminal, 3, 5 ... Network, 4 ... Staff window terminal, 10, 11 ... Network interface part, 12 ... Control part , 13 ... Program storage section, 14 ... Resident consultation storage section, 15 ... Resident service storage section, 16 ... Staff work status storage section, 17 ... Staff counter storage section, 18 ... Consultant list storage unit.

Claims (7)

A resident's window guidance system connected to a first terminal and a plurality of second terminals via a network,
Resident consultation storage unit that stores consultation history information of multiple residents,
A resident service storage unit that stores information about the services that residents currently receive,
A staff work status storage unit that stores information on the work status of multiple consulting staff;
A staff window storage section that associates and memorizes each of a plurality of consultation staff and the consultation desk where the staff is present;
A receiving unit for receiving resident identification information, information on consultation matters and information on consultation staff from the first terminal;
A control unit that selects an appropriate consultation window regarding the type of business from the information received by the reception unit and the information of each storage unit, and controls to transmit the selected window information to the first terminal; ,
Resident window guidance system characterized by having   The control unit refers to the resident consultation storage unit, acquires information such as previous consultation contents based on the resident identification information received by the reception unit, and refers to the resident service storage unit. The system according to claim 1, further comprising: acquiring information related to a service currently received based on the resident identification information and transmitting the acquired information to the first terminal. .   The control unit refers to the resident consultation storage unit and the staff work status storage unit, searches for a consultation staff who can respond based on the business information, and obtains information on the consulted consultation staff as the first information. 2. The resident counter guidance system according to claim 1, wherein control is performed so as to transmit to a terminal.   The control unit refers to the staff window storage unit, searches for the window information based on the information on the consultation staff received by the receiving unit, and transmits the searched window information to the first terminal. The resident's window guidance system according to claim 1, wherein the system is controlled to the above.   5. The resident counter according to claim 4, wherein the control unit controls to transmit, to the second terminal, information indicating that a resident is in consultation with the window after searching the window information. Guidance system. According to the information input from the terminal, a method is to guide the residents by selecting an appropriate window for the residents from among a plurality of windows for consultation with residents.
A first step of receiving information on residents from the terminal and displaying a screen for selecting a business type on the terminal;
When receiving the service type information from the terminal, refer to the consultation history information of the resident registered in advance and the work status of the staff, and the staff information that can be handled based on the resident information and the business type information And a second step of displaying information of the staff on the terminal;
A third step of receiving staff information from the terminal, determining a window from the staff information, and displaying the information on the terminal;
Inhabitant window guidance method characterized by including. The first step refers to the consultation history information of the residents registered in advance based on the information of the residents and the service information currently being received, and the consultation history information of the residents together with a screen for selecting the type of business. 7. The method for guiding a resident counter according to claim 6, wherein service information currently being received is displayed on the terminal.

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