JP2016126689A - Facility management system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a facility management system capable of performing reception of complaint such as a defect in a facility, easily.SOLUTION: A facility management system (10) comprises: a position reception part (12) for receiving a complaint occurrence position related to a facility, from a terminal appliance which a person who notifies of complaint possesses; a facility specification part (13) for specifying a facility based on the occurrence position; an item sending part (14) for sending item names in which, complaint records related to complaints related to the specified facility are classified with the item names, and the item names are arranged in an order of a larger amount of the complaint records, to the terminal appliance; and a record reception part (15) for, receiving the complaint record which contains at least one item name, or the complaint record which does not belong to the plural item names, which is selected from the plural item names at the terminal appliance.SELECTED DRAWING: Figure 1

Description

  The present invention provides a facility management system for collecting complaints such as failure of facilities such as a gymnasium or a playground equipment in a park or a streetlight from residents, and collecting information on these complaints, and determining the countermeasures thereof, and the like The present invention relates to a program for executing a facility management system.

  Each local government has a department that accepts various complaints regarding public facilities or park trees received from facility users of public facilities such as gymnasiums, park users or roadside residents. The complaints are communicated to local government officials through telephone, fax, and recently established websites. The staff in charge quickly finds the target location on the map based on the transmitted information, and prepares appropriate answers and countermeasures for complaints. For this reason, each local government prepares detailed housing maps, organizes documents related to complaints received in the past, and documents related to public facilities and park trees under management. We have a system in place that allows us to select appropriate materials from among these materials. However, there are various types of information on complaints about public facilities, the amount of materials is enormous, the format is not constant, and it is not rare that it takes time to select appropriate materials. There is no system for taking prompt action.

  Patent Document 1 discloses a system that supports an inspection work that can be efficiently inspected by an inspector who inspects playground equipment or the like in a park.

JP 2012-185754 A

  However, in the invention of Patent Document 1, the inspection company can only check the inspection items efficiently, and if the inspection company or the staff in charge of the local government cannot sufficiently look around the park, the playground equipment in the park or the failure of the streetlight, etc. No complaints will be reduced. In addition, the invention of Patent Document 1 only inspects playground equipment and the like in a park, and does not aim to inspect other facilities.

  The present invention has been made to solve the above-described problems of the prior art, and a facility management system that can easily accept complaints such as breakdowns in the facility or broken tree branches in the park, and the like. A program for causing a computer to execute a system is provided.

  The facility management system according to the first aspect is identified by a location receiving unit that receives a location where a complaint about a facility is generated from a terminal device possessed by a reporter, and a facility identification unit that identifies a facility based on the location Complaint records regarding complaints regarding facilities are classified by item name, and an item transmission unit that transmits item names arranged in order of most complaint records to the terminal device, and at least one selected from a plurality of item names by the terminal device A record receiving unit that receives a complaint record including an item name or a complaint record that does not belong to any item name.

  A facility management system according to a second aspect includes an analysis unit that analyzes an explanation content of a complaint record and extracts a keyword from the explanation content when the record reception unit receives a complaint record that does not belong to an item name; The counter further includes a counting unit that counts complaint records including the extracted keywords, and an item creation unit that creates keywords as item names when the complaint records including the keywords counted by the counting unit reach a threshold.

In another aspect, the image processing apparatus further includes an image receiving unit that receives an image of a complaint occurrence position taken by the reporter. Further, the classification unit rearranges the item names in the order in which the complaint records are large.
At this time, the location of the complaint is acquired by the location information based on the location information acquisition unit or the sensor of the terminal device that can be acquired by photographing an identifier having information identifying the facility installed in the facility with the terminal. A position information acquisition unit is further provided.

It is a figure which shows an example of a structure of a facility management system. (A) is a first example from when a complaint to the facility is reported until the local government requests repair. (B) is a second example from when the complaint to the facility is reported until the local government requests repair. (A) It is an example of the screen which reports the positional information displayed on the display part 39 of the terminal device 30. (B) It is an example of the screen which reports the complaint record displayed on the display part 39 of the terminal device 30. It is an example of the complaint record 113 of a certain period. (A) is the illustration of the facility record 111 of AB park in a local government. (B) is a diagram illustrating an example of a drop-down menu and a hierarchy of facility records 111. (A) is a flowchart for classifying complaint records and ranking drop-down menus. (B) is a flowchart for creating a new target item. In 2nd Embodiment, it is a flowchart after reporting the complaint to a facility until a local government requests repair. In 3rd Embodiment, it is a flowchart in case a reporter reports the complaint to a facility by telephone. In 3rd Embodiment, it is a screen which inputs the information which specifies a plant | facility from a telephone.

<First Embodiment>
FIG. 1 is a diagram illustrating an example of a configuration of a facility management system according to the first embodiment. The facility management system 10 is a cloud computer or server that can be connected to a communication network such as the Internet. The terminal device 30 possessed by the reporting user (hereinafter referred to as “reporter”) is a mobile phone, a tablet PC, a smartphone, or the like that can take an image and can be connected to a communication network such as the Internet. Here, it is assumed that the reporter is a plurality of people who use the facility and that there are a plurality (n) of terminal devices 30. In addition, the reporter can use the display unit 39 of the terminal device 30 to select a corresponding item or input characters using a drop-down menu.

  Public facilities managed by local governments include sports facilities such as parks or tennis grounds and cultural facilities such as halls, public halls or conference rooms. In the first embodiment, whistleblowers mainly provide complaints about parks. An example will be described.

  The facility may be provided with a label 81 describing a one-dimensional barcode or two-dimensional barcode (QR code (registered trademark)), which is an identifier 83 having information identifying the facility. In general, a facility (park) managed by a local government is provided with a sign 81 having a name such as “AB Park”, “CD Park”, or “D Public Hall” at the entrance of the facility. An identifier 83 is also drawn on the sign 81 on which these names are written.

  The facility management system 10 includes an information processing device 1 and a storage device 11. The information processing apparatus 1 is based on a position receiving unit 12 that receives a request, a request, or a complaint (hereinafter referred to as a complaint) regarding a facility (park) from a terminal device 30 possessed by a reporter, and the occurrence position of the complaint. The facility specifying unit 13 that specifies which facility (park) is used, and the item transmitting unit 14 that transmits to the terminal device 30 the target items and complaint items that are arranged in the order of most complaint records regarding the specified facility (park). And have. In addition, the information processing apparatus 1 includes a record receiving unit 15 that receives a complaint record that belongs to the target item selected by the terminal device 30 and an image (a still image or a moving image) of the complaint that is captured by the terminal device 30 and the complaint. A classification unit 16 that classifies the record into a plurality of target items and complaint items is included.

  In addition, the information processing apparatus 1 includes an analysis unit 17 that analyzes the detailed explanation of the complaint record reported by the reporter and extracts keywords from the explanation. The analysis unit 17 divides the description content into morphemes using a word list with information such as knowledge of the target Japanese grammar and parts of speech (hereinafter referred to as morpheme analysis), and the divided morphemes are divided. A keyword representing complaints about the facility is extracted from the inside. The analysis unit 17 may extract keywords by lexical analysis instead of morphological analysis. Further, the analysis unit 17 may perform a syntax analysis for analyzing what grammatical relationship the extracted keyword has in the description content.

  Further, the information processing apparatus 1 counts the complaint records including the keywords analyzed by the analyzing unit 17, and when the complaint records including the keywords counted by the counting unit 18 reach the threshold value, the keywords are sent to the item transmitting unit. 14 includes an item creation unit 19 that creates a target item and a complaint item to be transmitted.

  The configuration of the storage device 11 will be described. The storage device 11 stores facility data 111 storing details of a plurality of facilities (parks) managed by the local government, names, contact information such as e-mails, ID numbers, and passwords transmitted from the terminal device 30 by the reporter. The stored reporter data 112 is stored. And the memory | storage device 11 has memorize | stored the complaint data 113 which the reporter transmitted from the terminal device 30. FIG. As shown in FIG. 1, complaint data 113 may be stored for each facility, or the complaint data 113 may be stored for each facility by providing a header for each facility.

  When the facility management system 10 is a cloud computer, an administrator who is in charge of a local government uses a management terminal 20 having an input device 22 such as a keyboard connected to a communication network and a display unit 29 such as a liquid crystal display device. The facility management system 10 is accessed. When the facility management system 10 is a cloud or local government server or the like, the administrator accesses the management terminal 20 connected via a LAN or the like.

  FIG. 2 is a flowchart from when the whistleblower reports a complaint to the facility using the terminal device 30 until the local government requests repair. FIG. 2A shows a first example, and FIG. 2B shows a second example. FIG. 3 is an example of a screen displayed on the display unit 39 of the terminal device 30.

  In the first example of FIG. 2A, first, the reporter activates an application already downloaded to his / her terminal device 30 (step S31). When the application is activated, a screen as shown in FIG. 3A is displayed on the display unit 39 of the terminal device 30 in order to transmit the location data of the occurrence of the complaint. In addition, when the application is downloaded to the portable terminal 30, it is preferable that the reporter's e-mail address and name, an ID used to identify the reporter, or the like can be registered.

  The screen displays “Specify where the facility is.” And “Please select A or B.” When selecting “A: Send current location information (C31 item)”, the whistleblower clicks the send button C32, or selects “B: Shoot the identifier of the facility sign (C33 item)”. In this case, the shooting button C34 is clicked.

  When the transmission button C32 is clicked, the location data of the complaint occurrence that is going to send the complaint is transmitted to the management system 10 using the GPS (Global Positioning System) of the terminal device 30. The position data of the mobile terminal 30 may be specified by Wi-Fi (registered trademark) or Bluetooth (registered trademark) instead of the GPS, and the position data may be transmitted. Further, when the photographing button C34 is clicked toward the identifier 83 (see FIG. 1) of the sign 81 in the park, position data including the facility name is transmitted to the management system 10 (step S32). In addition, it is desirable that the name, mail address, or ID of the reporter is also transmitted to the management system 10 when transmitting the position data.

  The position receiving unit 12 of the management system 10 receives the sent position data or facility name, and the facility specifying unit 13 specifies which facility (park) is from the position data (step S12).

  The classification unit 16 of the management system 10 classifies the complaint data 113 already stored in the storage unit 11 for each target item, and determines the order of the target items in order of the number of complaint records of the target items (step S13a). . Similarly, the complaint item of the small item that is the lower classification of the target item is also classified and the order is determined. The classification of target items and complaint items of the complaint data will be described later. Then, the item transmission unit 14 transmits the target item and the complaint item to the terminal device 30 as a drop-down menu for inputting a complaint record of the facility (step S14a).

  A screen as shown in FIG. 3B is displayed on the display unit 39 of the terminal device 30 of the reporter. The facility name is displayed as “AB Park” (D31) on the screen. This is because, as described in step S12, the location of the complaint is identified as “AB park” by the GPS position data or the identifier 83 data. The reporter selects one target item D32, which is a large item, from the drop-down menu D33, and selects one complaint item D34, which is a small item, from the drop-down menu D35. Further, the reporter can describe the contents as text data (text format document) in the detail D36 so that the detailed explanation can be understood. In addition, the still image or moving image data taken by the reporter can be uploaded by clicking the upload button D37 so that the contents of the complaint can be specifically understood. After inputting necessary items and uploading an image, when the reporter clicks the report button D38, it is transmitted to the management system 10 as a complaint record 113 (step S33).

  When the management system 10 receives the complaint record 113 from the terminal device 30, the management system 10 stores the complaint record in the storage unit 11 and transmits an acceptance number to the terminal device 30 (step S15). Then, the management system 10 issues an instruction for prompting the handling of the complaint process (step S16).

  The reporter can appropriately check how the received complaint is processed from the application screen (not shown) or the local government homepage using the reception number transmitted to the terminal device 30 (step S34).

  FIG. 2B is a second example, and the same contents are executed in steps having the same reference numerals as in the first example of FIG. The second example is different from the first example in that the application is not used and the classification of the complaint record is performed after instructing the correspondence to the complaint processing.

  First, the reporter uses the terminal device 30 to access the complaint record report URL via the Internet (step T31). Then, the management system 10 transmits a screen for inputting an ID used for identifying the reporter such as the name (or nickname), mail address, and password of the reporter. When the ID for identifying the reporter is specified, screen data is transmitted so that the screen of FIG. 3A is displayed on the display unit 39 of the portable terminal 30 (step S11). Then, according to the screen of FIG. 3 (A), the notifier transmits to the management system 10 the location data of the occurrence of the complaint for which the complaint is to be transmitted or the data obtained by capturing the identifier 83 (step S32). Next, the facility specifying unit 13 specifies which park is the position data (step S12).

  With respect to the identified park, the target items determined in order of the number of complaint records are transmitted to the terminal device 30 (step S14b). The reporter selects one target item D32, which is a large item displayed on the display unit 39 of the terminal device 30, from the drop-down menu D33, and selects one complaint item D34, which is a small item, from the drop-down menu D35. . Further, the reporter transmits a complaint record 113 in which details are described in detail D36 and an image is attached to the management system 10 (step S33).

  The management system 10 transmits the receipt number to the terminal device 30 (step S15), and issues an instruction for prompting the handling of the complaint process (step S16). The reporter can appropriately check how the received complaint is processed from the application screen (not shown) or the local government homepage using the reception number transmitted to the terminal device 30 (step S34).

  In the second example, the classification unit 16 includes the complaint record 113 received this time, classifies the target item D32 and the complaint item D34, and determines the order of the target item and the complaint item (step S13b). The determined order is stored in the storage unit 11 for each facility (park).

<Complaint record drop-down menu>
FIG. 4 is an example of a complaint record 113 extracted from a facility (park) for a certain period stored in the storage unit 11. One complaint record 113 stores the date and time received by the record receiving unit 15 (see FIG. 1) of the management system 10 and the facility (park) specified by the facility specifying unit 13. Furthermore, the complaint record 113 includes a target item D32 that is a large item, a complaint item D34 that is a small item, and a detail D36 that is a detailed description.

  For example, the complaint record 113 in the L3 line indicates that the record receiving unit 15 received on January 8, 2015 at 7:31 and was identified as “AB park” by the facility identifying unit 13. Furthermore, it is stored that the target item D32 selected by the reporter is “tree”, the complaint item D34 is “weed”, and the detail D36 is “the hay grows near the entrance”. Similarly, the complaint record 113 in the L12 line indicates that the record receiving unit 15 received on January 17, 2015 at 12:02, and the facility specifying unit 13 specified “AB Park”. Further, it is stored that the target item D32 selected by the reporter is “tree”, the complaint item D34 is “fallen leaves”, and the detail D36 is “the branch of the ginkgo is broken”.

  Further, the complaint record 113 in the L17 line indicates that the record receiving unit 15 received on January 20, 2015 at 14:33 and was identified as “AB park” by the facility identifying unit 13. Further, it is stored that the target item D32 selected by the reporter is “others”, the complaint item D34 is “others”, and the detail D36 is “the animal excrement is in the sandbox”. Thus, the reporter selects “Others” in the drop-down menu when there is no corresponding target item. In this case, the complaint item D34 automatically becomes “others”, and the reporter enters the details D36.

  The target item D32 and the complaint item D34 may be set in advance by the administrator. In the first embodiment, in addition to the target item D32 and the complaint item D34 set in advance, the target item D32 and the complaint item D34 are newly added from the text data of the complaint record detail D36 including the target item D32 “others”. Can be created. The creation of a new item will be described later.

  FIG. 5A is an example of the facility data 111 of “AB park” in the local government stored in the storage unit 11. The facility data 111 includes a plurality of candidate target items in advance from the playground equipment, environment, and equipment in “AB Park”. Similarly, a plurality of complaint item candidates are included. For example, the manager stores, as candidates, park lights, horizontal bars, swings, trees, fences, and the like listed in FIG. 5A from the playground equipment, environment, and facilities in the AB park. Moreover, the manager memorizes fallen leaves, broken branches, graffiti, breakage, etc. as candidates for the complaint items of AB Park from the playground equipment, environment, equipment, etc. in AB Park and the past experience. In addition, the facility data 111 includes related information such as surrounding buildings or stores so that “AB park” can be specified, as described in the third embodiment.

  FIG. 5B is a diagram illustrating an example of a drop-down menu of an AB park transmitted by the item transmitting unit 14 and the hierarchy relation of the facility record 111. For example, when the facility specifying unit 13 specifies that the park is AB park, the item transmitting unit 14 sends a drop-down menu D33 of the target item D32 and a drop-down menu D35 of the complaint item D34.

  The drop-down menu D33 of the target item D32 is displayed in the order of “tree”, “branch”, “park light”, “iron bar”, “others” from the top. The drop-down menu D33 is the target item order in which the order of classification by the classification unit 16 is determined, and the target items that are listed as target items of the drop-down menu D33 are target items that exceed the threshold. Further, at the end of the drop-down menu D33, an item “Others” is posted.

  Similarly, the drop-down menu D35 of the complaint item D34 is displayed in the order of “falling leaves”, “dead grass”, “branch broken”, “pruning”, “others” in order from the top when the target item D32 is “tree”, for example. Is done. For example, when the target item D32 is “park light”, “light is not turned on”, “doodle”, and “others” are displayed in order from the top. These drop-down menus D35 are also in the order of target items in which the order of classification by the classification unit 16 is determined, and the target items that are listed as target items in the drop-down menu D35 are target items that exceed the threshold. Further, at the end of the drop-down menu D35, an item “Others” is posted. “Other” means that there is no corresponding target item in the drop-down menu.

  If “other” is selected in the drop-down menu D33 in the target item D32, “other” is automatically selected in the drop-down menu D35 in the complaint item D34 even if the reporter does not select it. The

<Classification of complaint records>
FIG. 6A is a flowchart in which complaint records are classified by the classification unit 16 and the drop-down menu D33 and the drop-down menu D35 are ranked. It is the detail of step S13a or S13b shown in FIG. 3 (A) or (B).

First, the classification unit 16 acquires the reception date and time when the complaint record 113 is notified and received (step S131).
Next, the classification unit 16 extracts the complaint record 113 of the specified facility (park) for a predetermined period (step S132). This is because the reporter's complaint items differ depending on the season. For example, there are many complaints regarding “falling leaves” of “trees” from autumn to winter, and few in spring or summer. In the first embodiment, complaint records from 15 days before the reception date and time to the present are extracted, but may be extracted 30 days before the reception date and may be extracted every month. Further, complaint records for 30 days (from 15 days before the current year to the present day and 15 days from the same day last year) may be extracted.

  Next, the classification unit 16 classifies the extracted complaint records 113 into target items (major items) and lower complaint items (small items) (step S133). As shown in FIG. 4, the complaint record 113 is classified because the target item D32 and the complaint item D34 are determined.

  Finally, the classification unit 16 creates the drop-down menu D33 in the order of the number of target items D32 in the complaint record 113, and creates the drop-down menu D35 in the order of the number of complaint items D34 (step S134). The target item D32 and the complaint item D34 have “others”, but the complaint records including them are not arranged in the ranking. Furthermore, you may make it not produce the target item D32 or the complaint item D34 below a certain threshold value. For example, if the same target item D32 is 5 or less, it may not be placed on the drop-down menu D33, and if the same complaint item D34 is 1 or less, it may not be placed on the drop-down menu D35. This is because if there are too many items to be selected from the drop-down menu, it is difficult for the reporter to select one from the drop-down menu.

<Create item>
There are cases where the number of playground equipment for which there have been few complaints so far increases due to aging of the playground equipment, etc., and there are cases where complaints about disaster prevention facilities increase due to the earthquake disaster or the like. As a result, the number of complaints that the administrator did not expect may increase or the number of complaints that may have decreased may increase suddenly. The target items (large items) and complaint items (small items) for which there have been few complaints so far are displayed as “Other”. For this reason, a new target item D32 and a complaint item D34 are created from a set of complaint records having a common point to the detail D36 among the increased complaints.

  FIG. 6B is a flowchart for creating a new target item. A new target item is created by the management system 10 every regular period such as January, or a predetermined number (for example, 100) of complaint records including “others” of the target item or the target item It may be performed every time the ratio of “others” reaches a predetermined value.

  First, from all the complaint records 113 shown in FIG. 4, a complaint record in which the facility is “AB park” and includes the target item “others” is extracted (step S71). In FIG. 4, the complaint records in the L13, L17, and L18 lines correspond.

  Next, the analysis unit 17 performs morphological analysis or syntax analysis on the text document described in the detail D36 of the complaint record 113 including “others”, and extracts keywords (step S72). For example, the analysis unit 17 changes “sandbox”, “to”, “animal”, “no”, “excrement”, “there is animal excrement in the sandbox” described in detail D36 of line L13 in FIG. Split into “ga” and “a” morphemes. Further, the analysis unit 17 changes “noisy children's play voice” described in detail D36 in line L18 in FIG. 4 to “children”, “no”, “play”, “voice”, “ga”, and “noisy”. Divide into morphemes. Further, the analysis unit 17 compares these morphemes with target item candidates included in the facility data 111 (see FIG. 1). For example, if the target item candidate is “sandbox”, the analysis unit 17 extracts the morpheme “sandbox” as a keyword. Similar processing is performed when the analysis unit 17 performs lexical analysis instead of morphological analysis. When the analysis unit 17 performs parsing, a set having a dependency relationship among the elements in the sentence divided into morphemes and lexical phrases is obtained by parsing, and the morpheme and lexical pairs are recorded, and the facility data A keyword having a higher relation is extracted by referring to the target item candidate included in 111.

  Next, the counting unit 18 counts the complaint records 113 including the keywords extracted by the analyzing unit 17 (Step S73). For example, the counting unit 18 counts six complaint records including the L13 line, the L17 line, and the unillustrated line in FIG. 4 as the complaint record 113 including “sandbox” as a keyword. The counting unit 18 counts one complaint record in the L18 line of FIG. 4 for the complaint record 113 including “children” as a keyword.

  The item creation unit 19 determines whether the complaint record including the counted keyword has reached the threshold (step S74). For example, if the threshold value is set to 5, since there are six complaint records 113 including “sandbox”, the process proceeds to step S75. Since there is one complaint record 113 including “children”, the process proceeds to NO. finish.

  The item creation unit 19 creates a keyword that has reached the threshold value as the target item D32 (step S75). That is, the keyword (for example, “sandbox”) is added to the drop-down menu D33 (see FIG. 5) transmitted from the item transmitter 14.

  Then, the item creation unit 19 rewrites the target item D32 of the complaint record 113 including the keyword (“sandbox”) from “other” to “sandbox” (step S76). When the new target item D32 is added, not only the complaint record 113 for the AB park within the predetermined period but also the target item D32 of the record including “sandbox” in the detail D36 of the complaint record 113 for the AB park within all the period is set to “Others”. May be rewritten as "sandbox".

  Although the creation of the new target item D32 has been described with reference to FIG. 6B, the same applies to the new complaint item D34. As shown in FIG. 5, the analysis unit 17 analyzes the text data of the detail D36 included in the “others” of the complaint item D34 of the “tree” of the target item D32. For example, when the keyword “bonfire” is analyzed, the counting unit 18 counts the complaint records 113 including the analyzed keyword, and the item creating unit 19 includes the keyword of the threshold value 1 or more, the “bonfire” is the complaint item D34. Create as.

  In the facility management system of the first embodiment described above, a reporter such as a resident can easily specify a facility, and further select items in order from the most frequent complaints in the facility from a drop-down menu, and send a complaint record to the local government. be able to. In addition, since the contents of the drop-down menu are changed depending on the time, etc., and the threshold is set, items with few reports are not displayed, so that the reporter can easily report.

  The facility management system of the first embodiment can be constructed by a program that causes one or more computers or servers to perform a predetermined operation. Such a program may exist in the storage device of the computer or may exist in a recording medium such as a DVD-ROM.

Second Embodiment
In the first embodiment, the order of the target items or complaint items displayed in the drop-down menu is determined by the complaint record notified within a predetermined period. In the second embodiment, the order of the drop-down menu of target items or complaint items is determined from the complaint record of the reporter only for the reporter who frequently reports complaints. This is because the parts to be worried about vary depending on the whistleblower, and the content of complaints reported by a whistleblower is often the same or similar.

  In FIG. 7, first, the notifier starts the application of his / her terminal device 30 (step T31). Then, as described with reference to FIG. 3A, the whistleblower either “A: Sends current location information (C31 item)” or “B: Takes an identifier of a park sign (C33 item)” Data is transmitted to the management system 10. At the time of transmission of the position data, specific data that can specify the reporter, such as the name, mail address or ID of the reporter, is also transmitted to the management system 10 at the same time (step T32).

  The position receiving unit 12 of the management system 10 receives the sent position data or facility name, and the facility specifying unit 13 specifies which facility is the position data (step T12). For example, assume that it is “D public hall” described in FIG. Then, the reporter specific data is added to the reporter data 111 in the storage unit 11 of the management system 10. When the reporter is already stored in the reporter data 111, the number of reports of the complaint record from the reporter is added and stored.

  The management system 10 determines whether or not the facility is a reporter who has sent the complaint record 113 three times or less at “D public hall” (step T13). If it is three times or less, the process proceeds to the flowchart shown in FIG. If the reporter has sent the complaint record 113 four times or more, the process proceeds to step T13. This number may be changed as appropriate, and in the second embodiment, the facility specifies “D public hall”, but the reporter who has sent the complaint record 113 more than 10 times without specifying the facility. It may be set as.

  The classification unit 16 of the management system 10 classifies the complaint data 113 for each target item from the complaint record 113 of “D public hall” of the same reporter, and determines the target item D32 in order of the number of complaint records of the target item. (Step T14). Similarly, the complaint item D34 of the target item is also classified and the order is determined. Then, the item transmission unit 14 transmits the target item and the complaint item to the terminal device 30 as a drop-down menu for inputting the complaint record of “D public hall” (step T15).

  Hereinafter, steps T33 and T34 and steps T16 and T17 are the same as steps S33 and S34 and steps S15 and S16 in FIG. Further, the second embodiment corresponding to FIG. 2B is not clearly shown, but can be similarly applied. As described above, in the second embodiment, the reporter can easily report the complaint content that the reporter cares about.

<Third Embodiment>
The third embodiment is a case where a reporter contacts a local government official (administrator) by telephone to convey a complaint.
FIG. 8 is a flowchart in which the whistleblower contacts the local government administrator by telephone and sends a complaint record to the facility management system. Note that the flowchart from step S12 to step 13b of the management system is the same as the flowchart of FIG. )

  First, when the reporter calls the administrator of the local government (S1), the administrator accesses the URL for reporting the complaint record on the management terminal 20 (step S21).

  Then, the facility management system 10 transmits the screen data so that the screen shown in FIG. 9 is displayed on the display unit 29 (step T11). The administrator inquires about the contents that can specify the location by telephone from the reporter, and transmits the characteristics (step S22). If the reporter knows the facility name and can hear the facility name from the reporter, the administrator selects the facility name from the drop-down menu in the facility name row (D91) of FIG. If the facility name cannot be obtained from the reporter, “Unknown” is selected in the facility name row (D91).

  Even if the facility name can be identified or is unknown, the manager asks the whistleblower for the town name. If the reporter knows the town name, the administrator selects the town name from the drop-down menu in the town name line (D92). If the town name cannot be obtained from the reporter, “unknown” is selected in the town name line (D92).

  If only the name of the town is known, or if the name of the facility and the name of the town are also unknown, the reporter asks you about what is in or around the facility. Then, D93 to D96 are filled as much as possible. If the content which can specify a facility is selected from the reporter, the transmission button C32 may be clicked.

  Then, the facility specifying unit 13 specifies which facility is the location data (step S12). As shown in FIG. 5A, the facility item 111 stores target item candidates and related information. For example, if the facility is a park, in addition to playground equipment and park lights in the facility, the name of the park, buildings near the facility, stores (including convenience stores), large landmarks, and the like are stored. Even if the facility name is not specified, the facility specifying unit 13 searches for the closest facility to the transmitted information (input condition) from the name of the town, the facility or building around the facility, or the like ( Nearest neighbor search) or statistical analysis.

  With respect to the identified facility, the classification unit 16 classifies and sends the target items whose order has been determined to the administrator's personal computer or the like (step S14b). The administrator selects the target item D32 displayed on the display unit 29 according to the content of the call from the reporter, and selects the complaint item D34. Further, the administrator describes the contents in the detail D36 and transmits it to the management system 10 (step S23).

  The management system 10 transmits the reception number to the administrator (step S15), and issues an instruction for prompting the complaint processing (S16). The administrator notifies the reporter of the receipt number by telephone. Thereafter, the reporter can appropriately check how the received complaint is processed by using the reception number on the personal computer or the like (step S2).

  As described above, according to the facility management system of these embodiments, the reporter can easily transmit the location data and the facility item suitable for the location data can be selected using the drop-down menu. Can easily send a complaint record. Also, in the above embodiment, details about the instruction for prompting the handling of the complaint processing by the administrator are not described, but a frequently used drop-down menu is displayed for each time period depending on the purpose of the complaint processing. It may be. For example, according to the target item D32, an instruction for prompting the handling of the complaint processing is displayed in a drop-down menu of a building repair company, a playground equipment repair company, a cleaning company, or a tree pruning company, and a plurality of trader names can be selected at a lower level. A drop-down menu may be displayed. Then, there is an advantage that managers such as local governments can quickly perform repairs and the like.

  The programs of these embodiments make it possible to construct the facility management system of the above embodiments using one or a plurality of servers or computers, and are extremely convenient and practically excellent. Is.

DESCRIPTION OF SYMBOLS 10 ... Facility management system, 1 ... Information processing apparatus, 11 ... Storage device 12 ... Location receiving part 13 ... Facility specifying part 14 ... Item transmitting part 15 ... Record receiving part 16 ... Classification part 17 ... Analyzing part 18 ... Counting part 19 ... Item creation section 20 ... management terminal, 22 ... input device, 29 ... display section 30 ... terminal equipment 39 ... terminal display section
81 ... Sign 83 ... Identifier 111 ... Facility data 112 ... Reporter data 113 ... Complaint data

Claims (6)

A location receiver that receives the location of the complaint about the facility from the terminal device of the whistleblower,
A facility identifying unit that identifies the facility based on the occurrence position;
Complaint records relating to complaints related to the identified facility are classified by item name, and an item transmission unit that transmits the item names arranged in order of many complaint records to the terminal device,
A record receiving unit for receiving a complaint record including at least one item name selected from a plurality of the item names in the terminal device, or a plurality of complaint records not belonging to the item name;
A facility management system comprising: When the record receiving unit receives a complaint record that does not belong to the item name, the analysis unit analyzes the explanation content of the complaint record and extracts a keyword from the explanation content;
A counting unit for counting the complaint records including the keyword extracted by the analysis unit;
When the complaint record including the keyword counted by the counting unit reaches a threshold, an item creating unit that creates the keyword as the item name;
The facility management system according to claim 1, further comprising:   The facility management system according to claim 1, further comprising an image receiving unit that receives an image of the location of the complaint taken by the reporter. A classification unit that classifies the complaint record into a plurality of the item names,
The facility management system according to claim 1, wherein the classification unit rearranges the item names in the order in which the complaint records are large.   The generation position is position information obtained by photographing an identifier having information that is installed in the facility and identifies the facility with the terminal device or position information based on a sensor of the terminal device. The facility management system according to claim 3. A program used in a facility management system for managing facilities,
A position reception process for receiving the location of the complaint about the facility from the terminal device of the whistleblower,
A facility identification process for identifying the facility based on the occurrence position;
Complaint records relating to complaints regarding the identified facilities are categorized by item name, and an item transmission process for transmitting the item names arranged in order of many complaint records to the terminal device,
A record receiving process for receiving a complaint record including at least one item name selected from a plurality of the item names in the terminal device, or a plurality of complaint records not belonging to the item name;
A program that causes a computer to execute.