JP2020135335A - Service providing support device and service providing support system - Google Patents

Abstract

To provide a service providing support device and a service providing support system capable of providing sufficient service to a client even when a client is a person at a usual home and allowing the client to satisfy.SOLUTION: A service providing support system 10 comprises: a first terminal device 20 operated by a client; a second terminal device 30 operated by a service offerer who executes a provision request of a service from the client; and a service providing support device 40 for sending a provision request of the service to the second terminal device on the basis of the provision request of the service from the first terminal device. The service providing support device 40 reads from storage means, as management information, client information related to the client, service offerer information related to a service offerer, and service information related to the provision service content, selects a service offerer who orders the service provision by calculating a point on the basis of management information and service provision request information indicating a provision request of the service sent from the first terminal device 20, then sending a notification to the second terminal device 30 of the selected service offerer.SELECTED DRAWING: Figure 1

Description

The present invention relates to a service provision support device and a service provision support system that support a request for service provision to a contracted company based on a service provision request from a client.

In companies, outsourcing work is called outsourcing. Even in ordinary households, not only when the work is technically difficult or when there is no time to work, but also when it is simply troublesome, it has become easy to ask a company to do the work.

Regarding the work request, the work request support device described in Patent Document 1 is known.
The work request support device described in Patent Document 1 is a transition between a work start state indicating the state of the worker when the work was started in the past and the state of the worker until the work is requested for each worker. The work request process indicating the process is collected, and the state similarity between the current worker state and the work start state, and the process similarity between the worker state transition process and the work request process up to the present. However, when both are equal to or higher than a predetermined degree of similarity, the worker is requested to perform the work.

Japanese Unexamined Patent Publication No. 2010-108290

However, since the work request support device described in Patent Document 1 determines the worker based on the conditions of the worker, the management company entrusts the work when the client with various circumstances is a general household. When selecting a contractor, it is difficult to select a contractor that provides the best service.

Therefore, an object of the present invention is to provide a service provision support device and a service provision support system that can provide sufficient services to the client even if the client is a general household and that the client can be satisfied. To do.

The service provision support device of the present invention is a second terminal device operated by a service provider who executes a service provision request from the client based on a service provision request from the first terminal device operated by the client. A storage means in which a request for providing a service, a requester information regarding the requester, a service provider information regarding the service provider, and a service information regarding the content of the provided service are stored as management information, and the above-mentioned The service provider who reads out the management information from the storage means, calculates points based on the management information and the service provision request information indicating the service provision request transmitted from the first terminal device, and orders the service provision. It is characterized in that it is provided with a service provider selection means for selecting a service provider and a notification means for notifying the second terminal device of the service provider selected by the service provider selection means.

The service provision support system of the present invention is derived from a first terminal device operated by a client, a second terminal device operated by a service provider who executes a service provision request from the client, and the first terminal device. The service provision support device includes a service provision support device that transmits a service provision request to the second terminal device based on the service provision request, and the service provision support device includes requester information regarding the requester and services related to the service provider. A storage means in which the provider information and the service information related to the contents of the provided service are stored as management information, the management information is read from the storage means, and the management information and the service provision request transmitted from the first terminal device are requested. The service provider selection means for selecting the service provider who orders the service provision by calculating points based on the service provision request information shown, and the second service provider selected by the service provider selection means. It is characterized by being provided with a notification means for notifying the terminal device.

According to the present invention, the service provider selection means selects a service provider by taking into account not only the service provider information, the service information, and the service provision request information regarding the service provider, but also the client information. ing. Therefore, the service provider is selected not only based on the conditions on the service provider side but also on the conditions on the client side due to various circumstances. Therefore, the service provision support device of the present invention selects the service provider. At that time, you can choose the service provider that provides the best service.

The service provider selection means is on the road from the address of the requester to the address of the service provider from the address information included in the requester information and the address information included in the service provider information. The service provider can be selected by calculating the route distance in the above and taking the route distance into consideration.
If the service provider selection means selects the service provider in consideration of the route distance, the service provider can quickly rush to the client, and the burden on the service provider can be reduced.

The service provider selection means can select the service provider by adding the specialty information that ranks the expertise for the service provision that can be handled. If the service provider selection means selects a service provider in consideration of specialized information, it is possible to prevent a company that has no experience in providing services or has little track record from responding to the requested service.

The service provider selection means can select the service provider by taking into account the actual information indicating the number of past contracts. If the service provider selection means selects the service provider by taking into account the actual information indicating the number of contracts in the past, it is possible to select a company with a large number of contracts and a high degree of skill.

The service provider selection means can select the service provider by adding the number of responses information indicating the number of responses to the inquiry from the client. If the service provider selection method selects a service provider by taking into account the number of responses information indicating the number of responses to inquiries from the client, a company with many answers to inquiries and a high degree of follow-up to customers is selected. be able to.

The service provider selection means can select the service provider by adding satisfaction information indicating the total satisfaction level notified by the client after the service provision is completed. If the service provider selection means selects a service provider by adding satisfaction information indicating the total satisfaction level notified by the client after the service provision is completed, the opinions from past clients will be reflected. be able to.

According to the present invention, since it is possible to select a service provider that provides the best service, even if the client is a general household, sufficient services can be provided to the client and the client can be satisfied. it can.

It is a figure which shows the structure of the service provision support system using the service provision support apparatus which concerns on embodiment of this invention. It is a block diagram for demonstrating the structure of the service provision support apparatus shown in FIG. It is a figure which shows an example of the service provision table stored in the storage means of the service provision support device shown in FIG. It is a figure which shows an example of the service provider table stored in the storage means of the service provision support device shown in FIG. It is a figure which shows an example of the inquiry screen displayed on the display means of the 1st terminal apparatus shown in FIG. It is a figure which shows an example of the service provision request screen displayed on the display means of the 1st terminal apparatus shown in FIG. It is a table which shows an example for explaining the selection of the consignment company by the service provider selection means. It is a figure which shows an example of the notification screen displayed on the display means of the 2nd terminal apparatus shown in FIG.

The service provision support system using the service provision support device according to the embodiment of the present invention will be described with reference to the drawings. In this embodiment, it will be described as an example of entrusting various tasks in a general household as service provision.

The service provision support system 10 shown in FIG. 1 is installed in the first terminal device 20 operated by the client who has become a member of the service consignment service operated by the management company, and in the contract company registered as a partner company in the management company. This is an example of a telecommunications line, including a second terminal device 30 operated by a service provider that performs the services requested by the client, and a service provision support device 40 installed in a management company that places an order with a contractor. It is connected to the Internet W so that it can communicate.

The first terminal device 20 and the second terminal device 30 are computers that access the service provision support device 40 to receive and display screens and notifications from the service provision support device 40. The first terminal device 20 and the second terminal device 30 can be a smartphone, a desktop computer, a notebook computer, or a tablet computer.
The first terminal device 20 and the second terminal device 30 may access the service providing support device 40 by their own application software. However, the service provision support device 40 provides the service provision support site, and the first terminal device 20 and the second terminal device 30 use general browsing software (browser) to display screens and notifications from the service provision support device 40. If it is possible to display, there is no need to develop original application software on the terminal device side. Therefore, it is desirable that the service providing support device 40 transmits a screen or a notification by HTML (HyperText Markup Language).

The service provision support device 40 is a computer on which the service provision support program operates. The service provision support device 40 transmits a service provision request to the second terminal device 30 based on the service provision request from the first terminal device 20.
The service provision support device 40 shown in FIG. 2 includes a communication means 41, a screen transmission means 42, an inquiry notification means 43, a service provider selection means 44, a service provider notification means 45, a billing means 46, and a memory. It is equipped with means 47.

The communication means 41 has a function of receiving data from the Internet W and outputting it to each means, or inputting data from each means and transmitting the data to the Internet W.
The screen transmission means 42 generates and transmits a service provision consultation screen, a service provision request screen, a notification screen, and the like toward the first terminal device 20 or the second terminal device 30.
The service provider selection means 44 reads the request information and the service information from the storage means 47 based on the service provision request transmitted from the first terminal device 20, calculates points, and calculates the points, and the service provider (contract company). To select.
The service provider notification means 45 notifies the second terminal device 30 of the service provider selected by the service provider selection means 44.
The billing means 46 requests the requester to withdraw the amount according to the requested service from the account of the financial institution used by the requester, or requests the credit card company to withdraw the amount based on the credit card number. Or something.

The storage means 47 is a non-volatile memory that stores an OS, application software, and various types of data. The storage means 47 may be a hard disk drive or an SSD (Solid State Drive) if it is a desktop computer or a notebook computer.
In the storage means 47, the requester information regarding the client, the service provider information regarding the service provider, and the service information regarding the provided service content are stored as management information.

Requester information includes identification information for identifying the requester, name information indicating the requester's name, address information indicating the requester's location, telephone number information indicating contact information, financial institution account numbers, and credit card companies. It contains payment information such as credit card numbers of, and each is stored in association with each other.

The service provider information includes identification information for identifying the service provider (trusted company), address information indicating the location of the service provider, telephone number information indicating the contact information, and the person in charge of the trustee company that is the service provider. Remittance destination that shows the name information of the person in charge showing the name, the performance information that shows the performance of the contract (the number of contracts in the past), the specialty information that ranks the expertise in providing the services that can be handled, and the account information of the financial institution to which the money is sent. It includes information, satisfaction information indicating the total satisfaction level notified by the client after the service provision is completed, and response count information indicating the number of times the contractor responded to the inquiry from the client. Each is associated and stored.
If there are a plurality of branches to which the service provider dispatched to the client belongs, the address information of the trustee company is registered as the address of each branch.

The service information includes menu information related to the service provision menu and service amount input information for inputting information required when requesting the provision of services, and each of them is stored in association with each other.
The service information is composed of, for example, a service table as shown in FIG. In the service table shown in FIG. 3, each service type in the menu information is classified into a major classification (major classification information) and a minor classification (minor classification information), and explanations showing the contents of the services are shown in the services finely divided as the minor classification. (Explanatory information) is associated. In addition, the amount of services to be input by the requester is associated with each service.

Corresponding to these menu information, the specialty information of the service provider information is assigned to any of ranks A to C as shown by the service provider table of FIG. FIG. 4 shows a service provider table of the consignment company A. For example, if it is rank A, it is possible to deal with it, and it indicates that it has expertise. If it is rank B, it indicates that it is possible to respond because it does not require specialization in providing services. Rank C indicates that it cannot be handled. In addition, the service provider table is associated with performance information indicating how many times the service provision has been entrusted for each service.

In the example shown in FIG. 4, when the contractor company A is a construction company, which is a construction company, "patrol service", "roof repair", and "outer wall repair" for finding damaged parts / dirt on the gate, outer wall, and roof "Is a specialized field of a construction shop and is ranked A because it can be handled, and" cleaning the garden "is ranked B because it does not require specialization and can be handled. "Hedge pruning" and "garden tree pruning" require techniques for cutting the branches and leaves of trees to adjust the contours and improve ventilation, and are ranked C because they cannot be handled.

The operation and usage state of the service providing support system 10 according to the embodiment of the present invention configured as described above will be described with reference to the drawings.
The client shall be a member of the service consignment service operated by the management company.

The requester who wishes to request the provision of services operates the first terminal device 20 to access the service consignment service site provided by the service provision support device 40.
In the service provision support device 40, the screen transmission means 42 first transmits an authentication screen for logging in to the service consignment service site to the access source first terminal device 20.

When the authentication is completed, the screen transmission means 42 transmits a menu screen (not shown) to the first terminal device 20.
The requester who operates the first terminal device 20 selects a consultation question from the menu screen when he / she wants to consult / question about the provision of services before requesting the provision of services.
When the consultation question is selected, the inquiry request is transmitted from the first terminal device 20 to the service providing support device 40.
In the service providing support device 40, the inquiry screen P1 as shown in FIG. 5 is transmitted from the screen transmission means 42 to the first terminal device 20.
On the inquiry screen P1 shown in FIG. 5, a service selection column R11 for selecting the service type according to the major classification and the minor classification of the services shown in FIG. 3 and an explanation showing the contents of the services selected by the service selection column R11 are displayed. The explanation display column R12 is displayed.
Further, on the inquiry screen P1, an inquiry column R13 for inputting a question or consultation is displayed.
Further, the "send" button B1 that is pressed when the requester completes the input to the inquiry screen P1 and sends the inquiry is displayed.

When the "send" button B1 is pressed, the first terminal device 20 transmits the inquiry information input on the inquiry screen P1 shown in FIG. 5 to the service providing support device 40 as an inquiry request.
When the service providing support device 40 receives the inquiry request, the inquiry notification means 43 simultaneously transmits the inquiry notification means 43 to the second terminal device 30 installed in each contracted company.
This mass transmission may be by e-mail or by notification on the service provision support site.

Each contracted company inputs an answer to the inquiry information displayed on the second terminal device 30, and returns the answer information to the service providing support device 40. Then, the response information returned from the second terminal device 30 is transmitted to the first terminal device 20 which is the inquiry source by the inquiry notification means 43 in the service providing support device 40.
The inquiry notification means 43 counts up the response count information shown in FIG. 4 to the contracted company that responded.

Next, when the requester operates the first terminal device 20, selects a service provision request from the menu screen, and notifies the service provision support device 40, the screen transmission means 42 shows as shown in FIG. Service provision request screen P2 is transmitted.

On the service provision request screen P2, a service selection column R21 for selecting a service type according to the major classification and a minor classification of the service shown in FIG. 3 and an explanation indicating the content of the service selected by the service selection column R21 are displayed. The display column R22 is displayed.
Further, on the service provision request screen P2, the service amount content display field R23 in which the service amount content (service amount input information) of the service selected by the service selection field R21 is displayed, and the requester input the service amount. The service amount input field R24 and the unit field R25 in which the unit corresponding to the service amount of the service amount content display field R23 is displayed are displayed.
In addition, the date columns R26a to R26c for inputting the desired date of service provision (desired provision date) are displayed.
Further, the "request" button B2, which is pressed when the requester requests the provision of services after the input to the service provision request screen P2 is completed, is displayed.

In the example shown in FIG. 6, when "pruning-pruning of hedges" is selected in the service selection column R21, "pruning of hedges and cleaning after work" is displayed in the explanation display column R22. Then, the "total length of the hedge" is displayed in the service amount content display column R13, and "m" is displayed in the unit column R15, so that the requester requesting pruning can use the "total length of the hedge" as the unit "m". Enter "15" according to.
When the selection of the service and the input of the workload are completed, the client presses the "request" button B2 for transmitting the service provision request to the service provision support device 40.

When the "request" button B2 is pressed, the service provision request information indicating the service provision request is transmitted from the first terminal device 20 to the service provision support device 40.
In the service provision support device 40, the service provider selection means 44 receives the service provision request information transmitted from the first terminal device 20, and the management information (requester information, service provider information, service) is received from the storage means 47. Information) is read. Then, the service provider selection means 44 selects the contracted company that is the service provider based on the management information and the service provision request information.

Here, the selection of the service provider (consignment company) by the service provider selection means 44 will be described.
The service provider selection means 44 calculates the route distance on the road from the address of the client to the address of the service provider from the address information of the client information and the address information of the service provider information in each contracted company. ..
If the route distance is less than 5 km, 5 points, if it is 5 km or more and less than 10 km, 4 points, if it is 10 km or more and less than 15 km, 3 points, if it is 15 km or more and less than 20 km, 2 points, and if it is 20 km or more, 1 point. Assign to.

This is because the closer the distance between the client and the service provider is, the faster the service provider can rush to the client and the less burden the service provider has.
For example, as shown in FIG. 7, the route distance between the client and the service provider is 3 points for the trustee company B at 12 km, 4 points for the trustee company C at 8 km, and 1 point for the trustee company D at 21 km. To do.

In addition, the service provider selection means 44 calculates points from the service provider table shown in FIG. 4 based on the specialized information corresponding to the requested service. Rank A that can be handled is 3 points, rank B is 2 points, and rank C that cannot be handled is excluded from the selected companies.
For example, as shown in FIG. 7, regarding the specialized information, it is assumed that the trustee company B has a rank B of 2 points and the trustee company C has a rank A of 3 points.

In addition, the service provider selection means 44 directly converts the number of contracts indicated by the performance information into points. This is because it is considered that the higher the number of contracts, the higher the skill level.
For example, as shown in FIG. 7, it is assumed that the trustee company B has 2 points for 2 times and the trustee company C has 3 points for 3 times.

In addition, the service provider selection means 44 converts the number of responses indicated by the number of responses information into points. The number of answers is 1/10 to match the level with other points. For example, as shown in FIG. 7, regarding the number of responses, it is assumed that the trustee company B has 0.3 points for 3 times and the trustee company C has 0.4 points for 4 times.

Furthermore, satisfaction information indicating the total satisfaction level notified by the client after the service provision is completed is converted into points. Satisfaction is rated on a scale of 1 to 5, and is 1/10 to match the level with other points.
For example, as shown in FIG. 7, regarding the degree of satisfaction, the trustee company B receives 0.9 points for "5" and "4", and the trustee company C receives three contracts. If it is "5", "5", or "4", it will be 1.4 points.

Then, the service provider selection means 44 adds the points, and determines the consignment company with the maximum points as the selected company that orders the service provision.
In the above example, as shown in FIG. 7, the trustee company C is selected as the selected company because it is the maximum with a total of 11.8 points.

The service provider notification means 45 notifies the second terminal device 30 of the service provider (contract company C) selected by the service provider selection means 44.
In the second terminal device 30, the notification screen P3 as shown in FIG. 8 is displayed on the display means.
On the notification screen P3, the information displayed and input is displayed on the service provision request screen P2 shown in FIG. Further, on the notification screen P3 shown in FIG. 8, a “consignment” button B31 and a “decline” button B32 are displayed.
The service provider who has been requested to provide the service presses the "consignment" button B31 when entrusting the requested service. If you want to decline for some reason, press the "decline" button B32.

When the "consignment" button B31 is pressed, a notification (consignment notification) indicating that the contract has been received is transmitted to the service provision support device 40.
In the service provision support device 40 shown in FIG. 2, the service provider notification means 45 transmits a notification indicating that the contractor company C has been entrusted to the first terminal device 20 operated by the client, so that the client can receive the request. It can be confirmed that the trustee company C has been entrusted.

When the "decline" button B32 is pressed on the notification screen P3 shown in FIG. 8 and a notification to the effect that the person has declined (decline notification) is transmitted to the service provision support device 40, the service provider selection means 44 uses the following. The candidate contractor company B is selected as the selected company. Then, as in the case of notifying the trustee company C, the notification screen P3 is transmitted to the second terminal device 30 of the trustee company B, and the trustee company B is requested to provide services.

When the requested service is completed by the contracted company and the notification of the completion of the requested service is transmitted from the second terminal device 30 operated by the service provider to the service providing support device 40, the screen transmission means 42 of the service providing support device 40 Sends a satisfaction level input screen to the first terminal device 20 operated by the client.
On the satisfaction level input screen, as described above, after the completion, the satisfaction level for the service provision is evaluated and input in five stages from 1 to 5.
In the service provision support device 40, the satisfaction level is totaled for each work entrusted by the service provider and stored in the storage means 47 as satisfaction level information.

As described above, according to the service provision support system 10 using the service provision support device 40, the service provider selection means 44 is only the service provider information, the service information, and the service provision request information regarding the service provider. Instead, the contractor company that is the service provider is selected by taking into account the client information. Therefore, the contractor is selected not only by the conditions of the service provider but also by the conditions of the client who have various circumstances, so the management company is the best when selecting the contractor to entrust the work. You can choose a contractor that provides various services.
Therefore, the service provision support device 40 can provide sufficient services to the client even if the client is a general household, and the client can be satisfied.

Since the service provider selection means 44 selects the service provider (contract company) in consideration of the route distance, the service provider can quickly rush to the client and reduce the burden on the service provider. Can be done.
Since the service provider selection means 44 selects the service provider in consideration of the specialized information, it is possible to prevent a company that has no experience in providing services or has little track record from inadvertently responding to the requested service. can do.

Since the service provider selection means 44 selects the service provider in consideration of the actual information indicating the number of contracts in the past, it is possible to select a company with a large number of contracts and a high degree of skill.
Since the service provider selection means 44 selects the service provider by taking into account the number of responses information indicating the number of responses to the inquiry from the client, a company with many answers to inquiries and a high degree of follow-up to customers is selected. You can choose.

Opinions from past clients because the service provider selection means 44 selects the service provider by taking into account the satisfaction information indicating the total satisfaction level notified by the client after the service provision is completed. Can be reflected.

In the present embodiment, the work is requested as a service provision as an example, but for example, in the service provision support system 10 of the present invention, a meal delivery service or a product that is used by an elderly person. It is also possible to request the provision of services such as home delivery services and home-visit care.

The present invention is suitable for a service provision support device and a service provision support system that support a request for service provision to a contracted company based on a service provision request from a client.

10 Service provision support system 20 1st terminal device 30 2nd terminal device 40 Service provision support device 41 Communication means 42 Screen transmission means 43 Inquiry notification means 44 Service provider selection means 45 Service provider notification means 46 Billing means 47 Storage means A ~ C Contractor W Internet P1 Inquiry screen R11 Service selection field R12 Explanation display field R13 Service amount content display field P2 Service provision request screen R21 Service selection field R22 Explanation display field R23 Service amount content display field R24 Service amount input field R25 Unit field R26a to R26c Date column B2 "Request" button P3 Notification screen B31 "Consignment" button B32 "Decline" button

Claims (7)

Based on the service provision request from the first terminal device operated by the client, the service that executes the service provision request from the client and sends the service provision request to the second terminal device operated by the service provider. It is a provision support device,
A storage means in which requester information regarding the requester, service provider information regarding the service provider, and service information regarding the content of the provided service are stored as management information, and a storage means.
The service provider who reads the management information from the storage means, calculates points based on the management information and the service provision request information indicating the service provision request transmitted from the first terminal device, and orders the work. Service provider selection means to select
A service provision support device including a notification means for notifying the second terminal device of a service provider selected by the service provider selection means. The service provider selection means is on the road from the address of the requester to the address of the service provider from the address information included in the requester information and the address information included in the service provider information. The service provision support device according to claim 1, wherein the service provider is selected by calculating the route distance in the above and taking the route distance into consideration. The service provision support device according to claim 1 or 2, wherein the service provider selection means selects the service provider by adding specialized information that ranks the specialties for the service provision that can be handled. The service provision support device according to any one of claims 1 to 3, wherein the service provider selection means selects the service provider in consideration of actual information indicating the number of past contracts. The service provision support device according to any one of claims 1 to 4, wherein the service provider selection means selects the service provider by adding the number of responses information indicating the number of responses to the inquiry from the client. The service provider selection means is any one of claims 1 to 5 in which the service provider is selected in consideration of satisfaction information indicating the total satisfaction level notified from the client after the service provision is completed. The service provision support device described in the section. The first terminal device operated by the client and
A second terminal device operated by the service provider who executes the service provision request from the client, and
A service provision support device for transmitting a service provision request to the second terminal device based on the service provision request from the first terminal device is provided.
The service provision support device is
A storage means in which the requester information regarding the client, the service provider information regarding the service provider, and the service information regarding the content of the provided service are stored as management information, and a storage means.
The service provision that reads the management information from the storage means, calculates points based on the management information and the service provision request information indicating the service provision request transmitted from the first terminal device, and orders the service provision. Service provider selection means to select a person,
A service provision support system including a notification means for notifying the second terminal device of a service provider selected by the service provider selection means.

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