JP4597096B2 - Information provision device - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an information providing apparatus that can quickly and accurately serve a customer. <P>SOLUTION: The information providing apparatus comprises: a storage part for storing equipment information representing target power equipment requested by customers, and work information representing work on the power equipment in association with each other; a determination part for, in response to a customer's request for work on the power equipment, determining whether or not work information representing the work on the power equipment is stored in the storage part; and an information reading part for, if the determination part determines that the work information representing the work on the power equipment requested by the customer is stored in the storage part, reading from the storage part the equipment information and the work information associated with the equipment information used in generating display information for displaying the work. <P>COPYRIGHT: (C)2008,JPO&amp;INPIT

Description

  The present invention relates to an information providing apparatus.

  For example, a power company receives a request (hereinafter referred to as an offer) such as a request / inquiry about a power facility from a customer (for example, there is a cobweb on a power pole), and requests a department ( (Hereinafter referred to as the customer center). The customer center accepts applications related to power facilities over a wide area (for example, one prefecture).

  The offer from the customer to the customer center is generally communicated over the phone. The person in charge at the customer center must quickly grasp the location of the electric power facility and the sales office in charge based on the transmitted contents, and prepare appropriate answers and form drafts for the proposal.

  In view of this, for example, a server capable of storing and generating various kinds of information is provided so that it can communicate with a customer center terminal (hereinafter referred to as a customer center terminal) via a communication network such as the Internet. (For example, refer to Patent Document 1). When the server receives, for example, data indicating an address from the customer center terminal, the server provides information corresponding to the address (for example, map information, a sales office in charge) to the customer center terminal.

The person in charge at the customer center made a response to the customer's answer or offer based on the information provided by the server.
JP 2005-332129 A

  Since the Customer Center accepts proposals for various power facilities from various customers, for example, if a current offer from one customer has been received in the past from another customer, it cannot be grasped when receiving a call. There was a possibility. In addition, there is a case where the same offer is received from a certain customer a plurality of times, but at this time, even if the person in charge of the reception is the same, there is a fear that the applicant has not accepted the offer in the past. Furthermore, when the person in charge of reception is different between the present and the past, it has become noticeable that the person in charge has not noticed that the application has been accepted in the past.

  And if it is not possible to grasp that there has been an application in the past at the time of receiving the call, the person in charge at the customer center will respond for the first time to accept the application, making it difficult to respond quickly to customers. It was. Furthermore, there was a risk of making the same arrangement for the same sales office without duplicating the previous application.

  As described above, conventionally, there has been a problem that it is difficult to realize a quick and accurate customer response in the customer center customer response.

  The present invention has been made in view of such a problem, and an object thereof is to provide an information providing apparatus capable of realizing prompt and accurate customer correspondence.

Invention for solving the previous SL problem, the information providing apparatus, showing a customer information indicating the customer, and facility information indicating a subject to power equipment work required from the customer, the work related to the power equipment When there is a request for work on the power equipment from the storage unit that is stored in association with the work information, the work information indicating work on the power equipment is other than the customer based on the request. A determination unit for determining whether or not the information is stored in the storage unit in association with customer information indicating the customer, and work information indicating work on the power equipment requested by the customer indicates a customer other than the customer If the determination unit and is stored in the storage unit in association with the customer information has been determined, the work information that based on the determination result are associated with the prior SL facility information and the facility information An information reading unit for reading from the storage unit, based on the information read by the information reading unit, characterized in that and a data generation unit for generating display information for displaying the work . If the work on the power equipment required by a customer is already from a customer other than the customer and is stored in the storage unit, the equipment information and work information indicating that are provided, thereby providing quick and accurate information. Customer service can be realized.

  In the information providing apparatus, the storage unit further stores progress information indicating a progress status of the work in association with the work information, and the information reading unit is based on a determination result of the determination unit. And the work information associated with the equipment information and the equipment information, which is a basis for generating display information for displaying the work and the progress of the work, and the work information. It is preferable that the progress information is read from the storage unit. By providing the progress information associated with the work information, more accurate customer correspondence can be realized.

Further, in the information providing device, the information generating unit, and the work information read from the storage unit, based on said progress information may be a Rukoto generate the display information. By generating the display information, it is possible to easily recognize the work and the progress of the work.

  Further, in the information providing apparatus, the information generation unit, based on the work information and the progress information read from the storage unit, a map indicating a work place for the power facility, the type and progress of the work It is preferable to generate display information by associating a symbol capable of grasping the situation. By using the map and the symbol, it is possible to recognize the work and progress of the power equipment required by the customer more quickly and reliably.

  In the information providing apparatus, it is preferable that the information generation unit changes the symbol according to the number of the same requests. The number of work requests applied to the power equipment received from the customer, that is, the work priority (importance, urgency) can be quickly and reliably recognized by the symbol.

  According to the present invention, prompt and accurate customer service can be realized.

  At least the following matters will become apparent from the description of the present specification and the accompanying drawings.

=== Overall structure ===
With reference to FIG. 1, an example of the overall configuration using the information providing apparatus of the present invention will be described. FIG. 1 is a block diagram showing an example of the overall configuration using the information providing apparatus of the present invention.

  The overall configuration shown in FIG. 1 includes a customer center terminal 10, a server 20 (information providing device), and a sales office terminal 30. The customer center terminal 10 and the sales office terminal 30 are communicably connected to the server 20 via the communication network 40. In FIG. 1, the customer center terminal 10 and the sales office terminal 30 are connected to the server 20 one by one, but the present invention is not limited to this configuration. For example, in the following description, it is assumed that the sales office terminals 30 are installed in each of a plurality of sales offices, and the plurality of sales office terminals 30 and the server 20 are communicably connected via the communication network 40. Further, it is assumed that an identification code for identifying the business office terminal 30 is assigned to each of the business office terminals 30.

≪Customer Center Terminal≫
The customer center terminal 10 is a terminal (for example, a personal computer) installed at a customer center of an electric power company, and mainly includes a display unit 12, an input unit 14, and a transmission / reception unit 16.

The display unit 12 is a display having a screen, for example, and displays an input screen, an offer screen, etc., which will be described later.
The input unit 14 is, for example, a keyboard or a mouse. For example, on the input screen, the contractor's contract number, address, telephone pole number, offer information (work information) indicating the work contents of the offer, etc. are displayed by the person in charge at the customer center, for example. Entered.
The transmission / reception unit 16 transmits / receives data to / from the server 20 via the communication network 40.

≪Sales office terminal≫
The business office terminal 30 is a terminal (for example, a personal computer) installed at a business office of an electric power company, and mainly includes a display unit 32, an input unit 34, and a transmission / reception unit 36.

The display unit 32 is, for example, a display having a screen, and displays, for example, the content of a request for an application related to the power equipment received from the server 20.
The input unit 34 is, for example, a keyboard or a mouse. For example, processing information (progress information) indicating an arrangement date / time and a processing status for an offer request is input by a person in charge at the sales office.
The transmission / reception unit 36 transmits / receives data to / from the server 20 via the communication network 40.

<< Server >>
The server 20 mainly includes a transmission / reception unit 100, a processing unit 200, and a storage unit 300.
The transmission / reception unit 100 is communicably connected to the transmission / reception unit 16 of the customer center terminal 10 and the transmission / reception unit 36 of the sales office terminal 30 via the communication network 40.

The storage unit 300 mainly includes a customer information database 302, an offer information database 304, a map information database 306, a symbol database 308, and an equipment information database 310.
The customer information database 302 stores customer information related to the customer such as the customer's telephone number, address, and contract number.
In the offer information database 304, offer information, customer information of a contact person of the offer (hereinafter referred to as the offerer), processing information, and data such as facility information to be described later are stored in association with each other.

  In the map information database 306, map data indicating the place of work on the electric power facility is stored by being partitioned at predetermined intervals using coordinates determined by points where the latitude and longitude are orthogonal. Note that a well-known geographic information system is applied to the server 20, and the map data in the map information database 306 is in a different layer for each power facility such as a utility pole, electric wire, house, etc. It is configured and managed (hereinafter, this structure is referred to as a layer structure). FIG. 2 is a diagram for explaining the layer structure in the map information database 306. The map data shown in FIG. 2 includes layer 1 (house), layer 2 (electric pole), layer 3 (electric wire), and base map data (for example, roads, mountains, rivers). Then, the data of layer 1, layer 2, and layer 3 are selectively superimposed on the base map data in a map information generation unit 206, which will be described later, according to an instruction from the customer center terminal 10, for example. By adopting a layer structure, for example, when it is desired to detect a certain utility pole, if only layer 2 is selected, it becomes easier to detect the utility pole than when all layers are selected, and the map information to be generated The amount of data can be reduced.

  The symbol database 308 stores data relating to symbols (symbols) indicating the contents and number of offers. FIG. 3 is a diagram illustrating an example of symbol data stored in the symbol database 308. FIG. 3 shows an example of a symbol related to a utility pole.

  As shown in FIG. 3, for example, different symbols are set for the request for removing the spider web and the request for replacing the outside lamp. Furthermore, the display color of the symbol is set so as to be sequentially changed from blue to yellow to red according to the same number of requests (number of requests). In the present embodiment, the symbol display color is changed according to the number of offers. However, for example, the symbol shape may be changed according to the number of offers. Further, the symbol may be changed according to the processing information (unprocessed, being processed, etc.). By setting this symbol, it is possible to easily grasp the type of proposal for the power equipment, processing information, and the like. Further, the symbol database 308 stores icons for simplifying the input of offers corresponding to the types of symbols (contents of offers).

  The facility information database 310 stores facility information (for example, in the case of a utility pole, a utility pole number, a location, a facility date, etc.) indicating a power facility to be offered. The facility information database 310 stores an identification code assigned to each sales office terminal 30.

  The processing unit 200 searches for data in the storage unit 300, executes various data processing, and the like. The processing location specifying unit 202, the map information searching unit 204, the map information generating unit 206, and the offer information searching unit 208 ( A determination unit, an information reading unit), a symbol generation unit 210, and a priority setting unit 212. The offer information search unit 208, the map information generation unit 206, and the symbol generation unit 210 constitute an information generation unit.

The offer location identification unit 202 identifies the location of the power facility with reference to the facility information database 310 or the customer information database 302 based on the information received from the customer center terminal 10.
The map information search unit 204 searches the map information database 306 for map data of the location specified by the offer location specifying unit 202.

  Based on the map data searched by the map information search unit 204, the map information generation unit 206 generates map information (map) indicating the position of work on the power equipment. As described above, the map information is generated by selectively superimposing layer 1, layer 2, and layer 3 data on the base map data based on an instruction from the customer center terminal 10.

  The offer information search unit 208 searches the offer information database 304 according to the offer from the customer, and determines whether or not offer information indicating the same offer as the offer is stored in the offer information database 304. At the same time, when it is determined that it is stored, the offer information and data such as processing information associated with the offer information are read from the offer information database 304. Further, the offer information search unit 208 generates offer display information (display information) to be described later based on the data read from the offer information database 304. The data read from the offer information database 304 may be transmitted to the customer terminal 10 and the offer display information may be generated at the customer terminal 10.

  The symbol generation unit 210 refers to the facility information database 310 and the symbol database 308 based on the search result of the offer information search unit 208, and thereby coordinates of the power facility (latitude) in the map information generated by the map information generation unit 206. , Longitude), a symbol associated with the offer display information is generated.

  The priority setting unit 212 sets the priority of the offer according to the number of the same offer in the search result of the offer information search unit 208. The priority setting unit 212 increases the priority, for example, one by one every time the number of offers increases by one.

=== Server operation ===
Next, the operation of the server 20 will be described with reference to the drawings. FIG. 4 is a flowchart for explaining an example of the operation of the server 20. FIG. 5 is an example of an input screen displayed on the customer center terminal 10. As shown in FIG. 5, the input screen includes fields such as “electric power equipment”, “location”, “applicant information”, “application content”, “response request department”, “response request date / time”, and “processing status”. Is provided. In the following explanation, the case of receiving a request for removal of a power pole spider web will be described.

  First, in the customer center terminal 10, "power equipment", "location", and "offer information" are input on the input screen of FIG. 5, and when the location search is clicked, the input location information (electric pole number, Address, contractor's contract number, etc.) are transmitted to the server 20. The transmitting / receiving unit 100 of the server 20 receives the offer location information via the communication network 40 (S101).

  When the offer place information is received, the offer place specifying unit 202 refers to the customer information database 302 or the facility information database 310 to determine whether or not the place can be specified by the offer place information (S102). . In this specification, for example, when no power facility (for example, a power pole number) is input, the vicinity of the address of the requester may be specified from the customer information database 302 by the offerer information (for example, the contract number). When the offerer is anonymous, the location may be specified by, for example, the address of a nearby building that serves as a landmark.

  If it is determined that the location cannot be specified by the received offer location information due to, for example, an input error (S102: No), additional input or re-input of the offer location information to the customer center terminal 10 is performed. Request. On the other hand, when it is determined that the location can be specified by the received offer information (S102: Yes), the map information search unit 204 searches the map information of the specified location with reference to the map information database 306 (S104). ). Furthermore, the offer information search unit 208 refers to the offer information database 304 and searches for the presence or absence of the same offer information regarding the corresponding place (S105). When there is the same offer information (S106: Yes), the offer information search unit 208 refers to the offer information database 304, and whether or not the processing is completed by the process information associated with the searched offer information. Is determined (S108). When it is determined that the processing is completed (S108: Yes), the map information generation unit 206 generates history-added map information. The history-added map information is obtained by associating the search result of the offer information search unit 208 with the symbol of the utility pole corresponding to the offer. Then, the generated history-added map information is transmitted from the transmission / reception unit 100 to the customer center terminal 10 via the communication network 40 (S109). FIG. 6 is a diagram illustrating an example of a history (ledger introduction) screen displayed on the display unit 12 of the customer center terminal 10. In the history screen shown in FIG. 6, “contract number”, “customer name”, and “processing date” are displayed. For example, on the display screen of history-added map information displayed on the display unit 12 of the customer center terminal 10, for example, when a power pole symbol is clicked, a history screen associated with the power pole is displayed. Thus, by displaying the history screen associated with the power equipment, it is possible to easily recognize the history of past offer information, the offerer, the process completion date and time, and the like.

  On the other hand, if it is determined in step S108 that the processing has not been completed (S108: No), the offer information search unit 208 provides the equipment information retrieved from the offer information database 304 and the offer associated with the equipment information. The processing information associated with the information and the offer information is read out. Further, the symbol generation unit 210 refers to the symbol database 308 and generates a symbol corresponding to the offer content and the number of offers in association with the map information generated by the map information generation unit 206 (S110). At this time, the offer information search unit 208 generates offer display information based on the facility information, offer information, and processing information read from the offer information database 304. This offer display information is associated with a symbol.

  Then, the server 20 transmits the generated symbol-containing map information from the transmission / reception unit 100 to the customer center terminal 10 via the communication network 40.

  FIG. 7 is a diagram illustrating an example of a screen on which the symbol-added map information is displayed on the display unit 12 of the customer center terminal 10. In the case of FIG. 7, layer 1 and layer 2 are selected. In other words, utility pole data and housing data are superimposed on the base map data.

  In FIG. 7, utility poles D1 to D7 are displayed. A symbol S1 indicating an external lamp replacement request is generated on the power pole D5, and a symbol S2 indicating a spider web removal request is generated on the power pole D2. The symbols S1 and S2 are displayed in display colors according to the number of offers (for example, blue when the offer is one time). Thus, by generating the symbols S1 and S2 on the map, the utility poles D5 and D2 can quickly and accurately recognize what kind of content has been offered.

  Next, the server 20 determines whether or not a signal indicating that a symbol has been clicked has been received from the customer center terminal 10 (S113). When it is determined that the signal indicating that the symbol has been clicked is received (S113: Yes), the server 20 transmits the offer display information associated with the symbol from the transmitting / receiving unit 100 to the customer center terminal 10 (S114). .

  FIG. 8 is an example of a display screen (hereinafter referred to as an offer screen) of offer display information displayed on the customer center terminal 10 when, for example, the symbol S2 is clicked. As shown in FIG. 8, for example, “power facility information”, “applicant information”, “application content”, “response request department”, “response request date / time”, “processing status”, and the like are displayed on the proposal screen. The In addition, when there are a plurality of proposals regarding the utility pole D2, for example, the proposals are sequentially displayed in response to a click on a mark (previous or next) below the proposal screen (paper surface). In the customer center terminal 10, a necessary part of the display content of the offer screen can be copied and pasted as new offer information on the input screen. Thereby, the input of the offer information on the input screen can be simplified. FIG. 9 is a diagram showing an example in which the offer screen shown in FIG. 8 is copied and pasted on the input screen. By doing so, the input relating to “electric power equipment information”, “applicant information”, “application content”, and “response request department” is completed. In this way, when there is an identical offer in the past, copying the contents of the offer screen and pasting it on the input screen can speed up drafting and reduce entry errors in the bookkeeping. it can.

  Next, for example, the server 20 determines whether or not the offer information has been received from the customer center terminal 10 based on the fact that the input is completed on the input screen of FIG. 9 and the input completion is clicked (S115).

  If it is determined in step S113 that a signal indicating that a symbol has been clicked is not received (S113: No), the determination in step S115 is also executed.

  In step S106, if the offer information database 304 does not have the same offer information (S106: No), the map information generated by the map information generation unit 206 is sent to the customer center terminal via the transmission / reception unit 100 and the communication network 40. 10 (S107). And the server 20 performs discrimination | determination of step S115.

  In addition, FIG. 10 is a figure for demonstrating an example which simplifies the input method of an offer, when there is no same offer in the past. In FIG. 10, an icon (see FIG. 3) corresponding to the content of the utility pole offer is displayed on the right side of the screen. For example, if the content of the new offer is a spider web removal request for the power pole D2, move the icon to the power pole D2 while clicking the icon corresponding to the spider web removal request (drag), and click on the power pole D2 Release (drop). As a result, the offer information is copied as in FIG. As described above, since the application information is automatically created by dragging and dropping an icon corresponding to the application content to the power equipment, the drafting can be performed quickly and input errors can be reduced.

  If it is determined in step S115 that the offer information has not been received from the customer center terminal 10 (S115: No), step S115 is executed again. On the other hand, if it is determined that the offer information has been received from the customer center terminal 10 (S115: Yes), the symbol generator 210 changes the display color of the symbol by increasing the number of offers by one, and the priority setting unit 212 The priority is increased by one (S116). Then, the server 20 refers to the facility information database 310 and transmits a processing request and a priority change request to the sales office terminal 30 to which the identification code corresponding to the received offer information is assigned (S117).

  Then, at the sales office, when the work related to the power facility for the offer is performed, the processing status is input and transmitted from the sales office terminal 30 to the server 20 each time. Based on the contents, the server 20 updates the processing status associated with the offer information related to the offer in the offer information database 304.

  Subsequently, the server 20 determines whether or not a signal indicating processing completion has been received from the sales office terminal 30 (S118). When it is determined that the signal indicating the completion of processing is not received from the sales office terminal 30 (S118: No), Step S118 is executed again. If it is determined that a signal indicating completion of processing has been received from the sales office terminal 30 (S118: Yes), the server 20 records processing completion data in the offer information database 304 and also generates map data generated by the symbol generation unit 210. The upper symbol is deleted (S119), and the processing related to the offer is terminated (END).

  In the present embodiment, the case of an offer relating to a utility pole has been described, but the case of an offer relating to another power facility can be similarly performed. For example, when there is an identical proposal in the past in a proposal related to an electric wire (for example, installation or removal of a protective pipe), a proposal related to a house (for example, a power failure), etc., the offer information stored in the offer information database 304 and the offer information Based on reading the processing information associated with, prompt and accurate customer correspondence can be realized.

  In the present embodiment, the offer screen is displayed in response to a click on the symbol of the map information. However, the offer screen may be displayed without using the map information. For example, when the utility pole number and offer information are input on the input screen of FIG. 6 and the power equipment can be specified by the input, the offer screen shown in FIG. 8 is displayed based on the data read from the offer information database 304. Also good.

  As described above, in the information providing apparatus of the present invention, when an offer regarding a power facility from a customer is already stored in the offer information database 304 of the server 20, the facility information indicating the power facility and the facility information are displayed. Based on the reading of the work status associated with, prompt and accurate customer correspondence can be realized.

  The above-described embodiment is intended to facilitate understanding of the present invention, and is not intended to limit the present invention. The present invention is changed and improved without departing from the gist thereof, and the present invention includes equivalents thereof.

It is a block diagram for demonstrating the whole structure to which the information provision apparatus which concerns on embodiment of this invention is applied. It is a figure for demonstrating the layer structure in a map information database. It is a figure which shows an example of the information memorize | stored in a symbol database. It is a flowchart for demonstrating an example of operation | movement of a server. It is a figure which shows an example of an input screen. It is a figure which shows an example of a log | history screen. It is a figure which shows an example of the map containing a symbol. It is a figure which shows an example of an offer screen. It is a figure which shows an example which copied and pasted the proposal screen on the input screen. It is a figure for demonstrating an example which simplifies the input of an offer.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 Customer center terminal 12, 32 Display part 14, 34 Input part 16, 36 Transmission / reception part 20 Server 30 Sales office terminal 40 Communication network 100 Transmission / reception part 200 Processing part 202 Offer place specific | specification part 204 Map information search part 206 Map information generation part 208 Offer Information search unit 210 Symbol generation unit 212 Priority setting unit 300 Storage unit 302 Customer information database 304 Offer information database 306 Map information database 308 Symbol database 310 Facility information database

Claims (5)

A storage unit that stores customer information indicating a customer, facility information indicating a power facility that is a target of work requested by the customer, and work information indicating a task applied to the power facility;
When there is a request for work on the power equipment from the customer, work information indicating work on the power equipment is stored in the storage unit in association with customer information indicating a customer other than the customer based on the request. A discriminator for discriminating whether or not
When the determination unit determines that the work information indicating the work on the power equipment requested by the customer is stored in the storage unit in association with the customer information indicating the customer other than the customer, the determination result an information reading unit that reads, the work information associated with the prior SL facility information and the facility information from the storage unit based on,
An information generating unit that generates display information for displaying the work based on the information read by the information reading unit;
An information providing apparatus comprising: In the storage unit, progress information indicating the progress of the work is further stored in association with the work information,
The information reading unit
The work information associated with the equipment information and the equipment information, which is a basis for generating display information for displaying the work and the progress status of the work based on the discrimination result of the discrimination unit And the progress information associated with the work information are read from the storage unit,
The information providing apparatus according to claim 1 . The information generating unit, and the work information read from the storage unit, based on said progress information, the information providing apparatus according to claim 2, wherein the benzalkonium generates the display information. The information generator is
Based on the work information read from the storage unit and the progress information, a map showing the location of the work on the power equipment and a symbol that can grasp the type and progress of the work Generating information,
The information providing apparatus according to claim 3 . The information generator is
The information providing apparatus according to claim 4 , wherein the symbol is changed according to the number of the same requests.

Images