AU1881702A - Queue management system with multi-lingual instructions - Google Patents

Description

P/00/011 Regulation 3.2

AUSTRALIA

Patents Act 1990

ORIGINAL

COMPLETE SPECIFICATION DIVISIONAL PATENT Invention Title: Queue management system with multi-lingual instructions The following statement is a full description of this invention, including the best method of performing it known to us:

S

-2 Queuing Management System with Multilingual Instruction Field of the Invention The first aspect of the invention relates to check-in guidance systems for guiding passengers who are checking in to a transport system, and particularly, although not exclusively, for guiding passengers who are checking in at an airport.

Background of the Invention The traditional method of queuing involves clients standing in a line one behind the other. It is well known that queuing in this manner can be a frustrating and tiring experience, especially if the queue is long and slow moving. In addition, such a method of queuing can also be inefficient, particularly in the case where it is necessary for clients to form several different queues for different services. If a client finds himself inadvertently in the wrong queue he may find that, having worked his way to the front of that queue, he is then f.orced to join the back of a different queue. This simply frustrates the client further, and wastes time.

Furthermore, once the client reaches the front of the queue it is sometimes necessary for him to identify himself to a member of staff, and for the member of staff to search for information that relates specifically to that particular client. This process takes time, which can lead to longer queues or to the need to employ additional members of staff.

In addition, if statistical information is required on the use. of the service, such information can be time consuming and costly to prepare, particularly if it 'involves sorting through manual records.

The aforementioned queuing problems can also be extended to other queuing arrangements such as car/truck queuing or the like.

The invention seeks to overcome or ameliorate such problems, and to provide a number of other benefits, as will be described below.

J:\Specl\3(,O 399\300 3 4932965.doc 8/03/99 004049132 3 Summary of the invention According to a first aspect of the invention there is provided a queue management system comprising: a service device for providing people with information, the service device comprising at least a screen for displaying information to users of the service device; an authorisation device connected to said service device for determining whether people who wish to use the service device are authorised to do so, said authorisation device including input means enabling people to identify themselves as users of said service device including output means; a waiting area in which people wait after identifying themselves at the authorisation device; display means for displaying information to people waiting in the waiting area; and computing means, connected to said service device, said authorisation device and 15 said display means, for controlling, in response to information received from at least the o: authorisation device and the service device, the information displayed on the display o means so as to direct only those people who are authorised to use the service device sequentially from the waiting area to the service device, in an order determined by the computing means, so that the service device is used by people from the waiting area one after the other "Such a system avoids the need for people to stand in a queue, and allows them to wait in a more relaxed manner in a waiting area, which can for example be provided with o: •chairs.

The system also provides the advantage of allowing the computing means to automatically keep track of how the system is being used, and to automatically provide statistical information on the use of the system.

o• .The authorisation device can comprise a first identification device for identifying people who wish to use the service device in order to determine whether they are authorised to use the service device.

Additionally or alternatively, the authorisation device can comprise a payment device for accepting a payment from people wishing to use the service device, and said determination of whether said people are authorised to use the service device can depend on whether or not a required payment is made.

Preferably, the queue management system further comprises a second identification device at the location of the service device (regardless of whether or not the system also comprises said first identification device) for identifying people who wish to use the service device, and allowing use of the service device by only those people who have been directed to the service device by the display means.

In one embodiment of the invention, the service device is connected to, 15 and.controlled by, the computing means.

The computing means can collect statistical data not only on such things as the number and rate of people using the system, but also on what information is being supplied to people using the service device.

It will also be appreciated that a number of benefits flow from the fact that the identity of each user of the system is identified by the first and second identification devices. For example, the service device is able to provide information which is specific to each user of the system. In addition, the computing S. means is able to collect statistical information on each individual user, rather than simply on the use of the system as a whole.

:1o: 25 The system can also include a staffed service point operated by a member of staff, and the display means can display information to direct people from the waiting area to the service point, in accordance with instructions sent to the display means by the computing means.

In this case, people can be directed to the service point before, after, or instead of, being directed to the service device.

004049132 Furthermore, the computing means can decide, on the basis of the identity of each person as determined by the first identification device, where each person should be directed by the display means.

There can be more than one service device, and more than one service point.

If there is more than one service device, each service device can be provided with a respective second identification device.

In addition, the service devices and service points need not be identical, and different service devices and service points can be adapted to provide different services to users of the system.

In this case, the computer means can decide, on the basis of the identity of each person as determined by the first identification device, to which service device or service point each person should be directed by the display means.

Additionally or alternatively, the authorisation device can be provided with selection means for allowing the user to specify which of a range of services is required, 15 and the computing means can decide where to direct the person on the basis of the choice *°oooo that person has made at the selection means.

The system can further comprise a ticket dispenser for dispensing tickets to people who are determined by the authorisation device to be authorised people, the tickets bearing one or more identifying numbers or letters, and the display means can be adapted to display said identifying numbers or letters in order to direct such authorised people to a service device or service point.

The first and second identification devices can be provided with machine reading devices for machine reading personal identification cards presented to the first and second identification devices by users.

For example, the personal identification cards can be provided with bar codes or magnetic strips.

In one embodiment of the invention, the ticket dispenser dispenses tickets which are provided with bar codes, and the second identification devices are provided with bar 004049132 6 code reading devices for reading the bar codes on the tickets when the tickets are presented to the second identification devices, in order to allow use of the service devices by only those people who have been directed to the service devices by the display means.

The service devices can be provided with one or more printing devices for providing users with hard copies of information.

According to a further aspect of the invention there is provided a queue management system comprising: service point for providing people with information; arrival device, connected to said service point, said arrival device including input means enabling people who wish to use the service point to enter information and including output means; multilingual instruction display device, comprising at least a screen and being located at or near the arrival device, for displaying information on how to use the system in a plurality of languages; display means for displaying information to people waiting in the waiting area; and computing means connected to said service point, said arrival device and said display means for controlling, in response to information received from at least the arrival advice and the service point, the information displayed on the display means so as to direct people who have operated the arrival device sequentially to the service point, in an order determined by the computing means, so that the service point is used by the people one after the other.

Conveniently, the system further comprises a waiting area in which people wait after operating the arrival device, and the display means directs people sequentially from 25 the waiting area to the service point.

Such a system avoids the need for people to stand in a queue, and allows them to wait in a more relaxed manner in a waiting area, which can for example be provided with chairs.

The system also provides the advantage of 7 allowing the computing means to automatically keep track of how the system is being used, and to automatically provide statistical information on the use of the system.

The arrival device can comprise an authorisation device for determining whether people who wish to use the service point are authorised to use the service point.

Preferably, the multilingual instruction display device comprises a touch sensitive screen, or a screen with buttons arranged alongside it, to enable users to make choices or enter information in response to information displayed by the screen.

For example, the multilingual instruction display device can allow the user to select in which language information is displayed by the multilingual instruction display device.

The authorisation device can comprise a first identification device for identifying people who wish to use the service point in order to determine whether they are authorised to use the service device.

20 Additionally or alternatively, the authorisation device can comprise a payment device for accepting a payment from people wishing to use the service point, and said determination of whether said people are authorised to use the service point can depend on whether or not a required payment is made.

Preferably, the queue management system further comprises a second identification device at the location of the service point (regardless of whether or not the system ***also comprises said first identification device) for identifying people who wish to use the service point, and .*.allowing use of the service point by only those people who have been directed to the service point by the display means.

The service point can be a staffed service point operated by a member of staff, Alternatively, the service point can be a service device comprising at least a screen for displaying information to users of the service device.

J:\Speci\300 399\300 349\32965.doc 8/03/99 8 In that case, the service device can be connected to, and controlled by, the computing means.

The computing means can collect statistical data not only on such things as the number and rate of people using the system, but also on what information is being supplied to people using the service point.

It will also be appreciated that a number of benefits flow from the fact that the identity of each user of the system is identified by the first and second identification devices. For example, the service point is able to provide information which is specific to each user of the system. In addition, the computing means is able to collect statistical information on each individual user, rather than simply on the use of the system as a whole.

The system can comprise both a staffed service point and a service device.

In that case, people can be directed to the staffed.service point before, after, or instead of, being directed to the service device.

:°oooo Furthermore, the computing means can decide, on *the basis of the identity of each person as determined by the first identification device, where each person should be directed by the display means.

There can be more than one service device, and more than one staffed service point.

If there is more than one service point, each service point can be provided with a respective second identification device.

In addition, the various service devices and staffed service points need not be identical, and different service devices and staffed service points can be adapted provide different services to users of the system.

In this case, the computer means can decide, on the basis of the identity of each person as determined by the first identification device, to which service device or staffed service point each person should be directed by the display means.

J:\Speci\300 399\300 349\32965.doc V/03/99 9 Additionally or alternatively, the authorisation device can be provided with input means for allowing the user to specify which of a range of services is required, and the computing means can decide where to direct the person on the basis of the choice that person has made at the input means.

Such an input means can be provided by the multilingual instruction display device.

The arrival device can be provided with a ticket dispenser for dispensing tickets to people operating the arrival device, the tickets bearing one or more identifying numbers or letters, and the display means can be adapted to display said identifying numbers and/or letters in order to direct people to a service device or staffed service point.

In that case, the ticket dispenser can be adapted to dispense tickets to people who are determined by the authorisation device to be authorised people.

The first and second identification devices can be provided with machine reading devices for machine 20 reading personal identification cards presented to the o first and second identification devices by users.

*For example, the personal identification cards can be provided with bar codes or magnetic strips.

In one embodiment of the invention, the ticket dispenser dispenses tickets which are provided with bar codes, and the second identification devices are provided with bar code reading devices for reading the bar codes on the tickets when the tickets are presented to the second identification devices, in order to allow use of the *30 service points by only those people who have been directed to the service points by the display means.

The service points can be provided with one or more printing devices for providing users with hard copies of information.

A further aspect of the invention relates to paging devices for use in queue management systems.

The check-in guidance system and various other J:\SpeciO\300 399\ 300 349\32965,doc /03/99 10 queue management systems described above make use of paging devices for enabling staff members to page the next client, or more generally user, of the system. In the check-in guidance system described above, the operator module can be regarded as the paging device. In the other queue management systems described above, the paging devices are not specifically illustrated in the accompanying figures, but reference is made to buttons (not shown) which are provided at the staffed service points 6, and which can be regarded as paging devices. It should be noted, however, that this aspect of the invention is not limited to paging devices for use in the particular queue management systems described above.

A problem which arises generally in the installation of paging devices for queue management systems is that each paging device must be electrically connected by -a cable to the computer or computers which is or are controlling the queue management system. Typically, such a computer controls a display device which directs clients to 9.

20 the appropriate staffed service points in response to *operation of the paging devices at the staffed service points by the members of staff who are operating the service points. Generally, each staffed service point is 090999 given a number, indicated by a position marker which is displayed by the display device in order to direct users to :that staffed service point.

99 It will be appreciated that the installation of cabling connecting the paging devices can involve a substantial amount of labour, particularly if there are a large number of cables which must be routed across floors and/or through ceiling cavities in an aesthetically pleasing manner, which is also safe and does not present a hazard to users of the system.

According to a further aspect of the invention there is provided a paging device for use in a queue management system such as those aforementioned having a number of service points for providing people with a J:\Speci\300 -399\300 349\ 3 2 9 6 5 .ioc P/03/99 11 service, each service point being operated by a staff member, the paging device comprising: a paging unit, the operation of which by a staff member causes the next user of the system to be paged to that staff member; at least one cable connecting the paging unit to a computer controlling the queue management system; and guide means for guiding at least a portion of said cable from a ceiling above the paging unit to the paging unit, the guide means being provided with ceiling attachment means for attaching an upper portion thereof to said ceiling.

It will be appreciated that such a paging device allows cables from the paging device to be routed through the ceiling of the building in which the queue management system is in operation, thus providing a substantial reduction in the labour involved in installing such cables.

Preferably, the paging unit comprises a display 20 for displaying information to the staff member operating *the paging unit. -For example, the display can display the ticket number of the next client in the case where the queue management system involves dispensing numbered tickets to clients arriving at the queue management system.

S 25 Conveniently, at least a part of the paging unit, such as the display, is supported at the lower end of the guide means. This feature provides the advantage of removing the paging unit, or at least a part thereof, from the desk of the staff member, thus increasing the useable area of the desk.

Advantageously, the paging unit, or part thereof, supported at the lower end of the guide means is rotatably mounted to the guide means to allow its orientation to be adjusted to suite the staff member operating the paging unit.

Additionally or alternatively, the guide means can be of adjustable length to allow the paging unit, or J:\Speci\300 399\300 349\32965.doc 9/03/99 12 part thereof, at the lower end of the guide means to be adjusted in height.

The paging device can further comprise a number identifier supported by the guide means for identifying the number of the staffed service point at which the paging device is located.

Brief Description of the Drawings Embodiments of the various aspects of the invention are described below, by way of example only, with reference to the accompanying drawings, in which: Fig. 1 illustrates a first arrangement of the preferred embodiment; Fig. 2 illustrates one form of staff service point suitable for use with the preferred embodiment; and Fig. 3 to Fig. 5 illustrate various interactive screens used in the preferred embodiments.

Preferred Embodiments of the Invention Turning initially to Figure 1, the queue management system 2 which will be described by way of @6 20 example is for use by an organisation which assists people .to find employment, and comprises ten automated service devices 4, three Staffed service points 6, a display device 8 and a first identification device 10. The queue management system is set up in an office 11 of the organisation as shown in the drawing.

Each client of the organisation is issued with a personal identification card on which the client's identity is recorded by means of a magnetic strip. On arriving at the office 11 of the organisation, the client starts at an 30 information board 12 on which the first identification Osso"device 10 is mounted. The information board 12 is entitled "WHAT TO DO", and displays written instructions on how to use the system. The client must first insert his personal identification card into the first identification device in order to identify himself to the system. The first identification device 10 is connected to a central computer (not shown) which controls the operation of the system and J:\Speci\300 399\300 349\32965.doc 8/03/99 13also records statistical information on the use of the system.

When the client inserts his personal identification card into the first identification device 10, the first identification device 10 determines the identity of the client, and informs the computer accordingly. The message is then displayed on a small screen 15 provided on the first identification device informing the client that he has been correctly identified, and asking the client to provide information on what service is required. The client may then enter information, using a keypad 13 provided on the first identification device, specifying the service or services that he requires. For example, the client may choose whether to use one of the automated service devices 4 or to go to one of the staffed service points 6.

Alternatively, the client may specify what ~information he requires and the computer may decide whether **the client needs to attend one of the staffed service points 6 or whether the information that the client requires can be obtained from one of the automated service device 4.

In either case, the computer checks whether the client is authorised to use the requested service and informs the client accordingly by means of information displayed on the screen In a further, non-illustrated embodiment of the queue management system 2, the first identification device is provided with a visual display unit (VDU) for displaying information on how to use the system in a range of alternative languages, thus making the system readily accessible by people of different nationalities. The VDU can be provided with a touch sensitive screen for allowing the user to make selections and choices, and to request further information.

Once the client has correctly identified himself and made the relevant choices at the first identification J:\Speci\3JO 399\30() 349\32965doc 8/03/99 14 device 10 using the keypad 13, and the computer has checked that the client is authorised to use the requested service, the first identification device 10 dispenses a numbered ticket to the client, and the client takes a seat in the waiting area 14. The tickets can be provided with a bar code. The waiting area 14 contains a number of chairs 16 which face the display device 8 which is suspended from the ceiling of the office 11.

Alternatively, if the person is a new client who does not yet have a personal identification card, or an existing client who has lost his identification card or whose identification card has expired, he presses a specified button on the keypad 13 which causes the computer to register the fact that the person needs to be issued with a personal identification card. The first identification device 1O then issues the person with a ticket in the normal way, but the computer makes a note ~that that person should be directed, by the display device 8, to the one of the staffed service points 6 where he can be issued with a personal identification card.

The information displayed by the display device 8 is controlled by the computer, and is used to direct clients from the waiting area 14 to the automated service devices 4 and staffed service points 6, which are numbered 25 using position markers 18. As can be seen from the drawing, the display device 8 displays both the ticket number and the number of the appropriate position marker 18.

It will be seen from the drawing that some of the 30 automated service devices 4 are mounted at standing height o°o"for use by clients while standing, and others are mounted at sitting height for use by clients while sitting in a chair or wheel chair.

All of the automated service devices 4-are connected to the computer, and the computer is thus aware of which automated service devices 4 are in use, and which are available, at any given time. The computer is J:\Spec\300 399\300 349\32965.doc 6103/99 15 therefore able to direct clients to free service devices 4 as they become available.

However, the computer need not necessarily direct clients to free service devices 4 in the same order in which the clients identified themselves at the first identification device 10. For example, if a client indicated at the first identification device 10 that he was disabled and in a wheel chair, the computer can wait until one of the sitting height service devices 4 becomes available, rather than directing that client to the first available standing height service device 4. Furthermore, different service devices 4 can perform different, specialised functions, in which case the computer directs clients to the appropriate service devices 4, rather than to the first available service devices 4.

Similar considerations apply to the staffed service points 6. Each staffed service point 6 is provided i ~with a button (not shown) which is connected to the computer, and which the staff member 20 operates when his service point 6 becomes free. The computer then decides which client to direct to the free service point 6.

Instead of using such buttons at the staffed service points 6, each staffed service point can be -provided with a computer keyboard and/or mouse and computer •r 25 VDU (not shown), to enable the staff member 20 to monitor the operation of the queuing system and/or to feed information to the computer or computers controlling the system. This is particularly appropriate if the system is controlled by, or incorporates, a local Area Network. The 30 staff members 20 can by use of a pointing device such as a mouse or cursor keys or individual keys on the keyboard identify to the system that they wish to page a client or recall a client for further service. In the case of paging, initially the staff member would move a cursor or pointer or press an appropriate button and inform the system that that staff member 20 wishes to page a client to that particular position within the office or working J:\Speci\300 399\300 349\32965.dvc 8/03/99 16environment. When the client or customer to be served arrives for service the respective serving staff member would press a button appropriate to inform the system that a service is being commenced. At the end of such service the staff member can press an appropriate button to identify the end of that service or the commencement of another service or that they are leaving their position etc. By similar means, a staff member 20 can log on to the queuing system and log off at the end of their duty time.

Further, by this facility the serving staff members 20 can look into the recall registers of the system to establish individual clients' ticket numbers who require further onwards service. Similarly, any staff member can access the system statistics. Monitor screens using touchscreen technology with touch sensitive screens or similar devices that perform a similar role can also be employed. All of the monitor'screen can be devoted to the queue management !il ~information whilst such facility is required being able to *revert to other uses of the computer and the Local Area Network as appropriate in intervening times e.g. during serving of an individual client where a client's personal records or other-information may need to be brought up on screen from an internal database from a Local Area Network .i fileserver or a linking through modem or other means to a 25 mainframe located elsewhere. Alternatively, it is possible to devote a portion of the screen to queue management operations whilst the balance of the screen is used for o normal office access to whatever information might be maintained by the office in conjunction with the queue 30 management system or independently of the queue management S".i system. A further variation of this arrangement is a combination of a separate keypad with onscreen information in relation to. the queue management operations or the inversion of this arrangement being identifiable keys on the Local Area Network computer or terminal keyboard with ticket number displays separately provided by way of liquid crystal or light emitting diode displays etc located on or J:\Speci\3O 399\300 349\3296.doc 8/03/99 17 near or in view of the staff member 20 operating at that position. An advantage of these variations is the ability to enter client names or other information such as the type of service that a particular client has required or what documents are being lodged as part of a client's application, and how many documents are being lodged.

Each service device 4 is provided with a visual display unit (VDU) 22 for displaying information to the client. The client may interact with the service device 4 by means of any suitable interface, including a touch sensitive screen, or a keyboard, or keypad. This provides many advantages. For example, the information displayed by the VDU 22 can be displayed in one of a large range of languages, at the request of the client, thus allowing the system to be used by people of many different nationalities without the need to employ specialist translators.

Furthermore, the VDUs 22 can be used for a variety of ~purposes other than providing the client with requested information. For example, psychometric or literacy testing 20 can be carried out using the VDUs 22.

An advantage of the system is that, because the computer is aware of the identity of the client, specific information relating to the client can be displayed by the service devices 4. For example, the computer can control 25 the service device 4 to provide information on only those jobs which relate to specific qualifications or are located in specific areas which are suitable for the particular client using the service device 4.

Each service device 4 is also provided with a .30 respective second identification device 24 adapted to receive the personal identification card, or the bar coded ticket, of the client in order to check that the client trying to use the service device 4 has been directed to the service device 4 by the display device 8. If a client goes to the wrong service device 4, the computer instructs the service device 4 to ask the client to proceed to the correct service device 4, or to return to the waiting area J:'Speci\3OO 399\3') 349\32965.doc 6/()3/99 18 14.

Each service device 4 is also provided with a respective printing device (not shown) for providing the client with a hard copy of information displayed on the VDU 22, at the request of the client.

In an alternative, non-illustrated embodiment of the queue management system 2, the first identification device 10 is provided with a coin and note validating device for accepting a payment from clients arriving at the information board 12. The amount charged for use of the service can be a flat fee, or can depend on the identity of the client. In the latter case, the client must first identify himself and/or specify the service required at the first identification device 10, and then he will then be informed by the screen 15 of the amount, if any, required.

In a further refinement, a multilingual instruction display device 10a is located beside the first identification device 10, and is provided with a visual display unit (VDU) for displaying information on how to use the system in a range of alternative languages, thus making the system readily accessible by people of different nationalities. The VDU is provided with a touch sensitive screen 15a for allowing the user to make selections and choices, and to request further information. For example, 25 the user can specify in which language information is to be displayed on the touch sensitive screen. The touch **sensitive screen can be of any suitable type, and can, for example, operate by means of the interruption of crossing infrared beams located just above the surface of the 30 screen.

In a further, non-illustrated embodiment of the invention, the first identification device 10 and the multilingual instruction display device 10a are combined to form a single unit, so that use of the multilingual instruction display device 10a is conditional on the user first identifying himself. In this case, the small screen and keypad 13 can be replaced by the touch sensitive J:\Spec1\300 399\300 349\32965 doc 8/r3/99 19screen It will be appreciated that the first identification device 10 can therefore be regarded, in a general sense, as an arrival device which must be operated by a person before using the system. That is to say, in the case of a person who does not have an identification card the person is still directed by the display device 8, even though the person has not been identified. In addition, it should be appreciated that a member of staff could be provided to operate the arrival device on behalf of clients wishing to use the system.

Any of the queue managements systems described herein can be adapted to be used to control access into a private or administrative office or interview room or similar secure environment through a two door "Man Trap" or similar access device.

Many offices, particularly in embassies and other environments have a two door sequential access facility S.with an airlock in between the two doors such that a person 20 can be provided with access- from a public area through the first door into the airlock. When this first door is closed a further door can be opened to allow onwards progress by the person being admitted to the secure area.

However, this facility prevents unauthorised people 25 following the person through a single door to perhaps enter without authorisation.

The queue management invention provides additional and very special features to the existing concept of "man trap" type two door sequential access 30 paths.

The outer door being the nearest one to the public area, say a waiting room or similar environment, can be equipped as part of the queue management system such that when a client's ticket number is being paged it may be paged to the "man trap" security access passage.

Such door to the public access area may be equipped with a number identifier or similar device which 399\300 349\32965.doc 8/03/99 may be visual, aural or both to guide a person to service at that door. For the currency of the paging time span or some other controllable time frame selectable in the controls for the queue management system such door would be automatically unlocked to allow the person or persons passage through the first door into the air lock.

When the outer door is closed behind the person or persons entering the airlock, the staff member on the secure side of the secondary door can press a release button to allow the visitors or clients to pass through the second door into the secure area.

Normally, such inner door has security glass so that a staff member on the secure side can see or observe the incoming clients. However, such facility may be implemented by closed circuit television or other means, such as one-way glass.

:°ooeo Alternatively, the secondary door can be actuated i by the staff member pressing the serve button as part of Sc-the queue management system to identify that the correct S20 client is being taken into the secure area for interview or see.*: otherwise as appropriate.

The normally fitted security glass in the secondary entrance door facilitates a client showing their ticket number through the glass before the staff member presses the serving button or actuating the door lock release by other means to allow passage into the secure '*too, area by the incoming client or clients.

As a further variation, the client can have in hand a ticket issued by the queue management system with 30 bar-code to provide access by identifying that particular ticket at the entrance door as further confirmation at the secondary door before passage would be allowed into the secure area. Other means, such as smart-card or magnetic encoded cards, could be similarly employed.

Furthermore, in any of the queue management systems described herein, instead of wires or other conductors being used in the implementation of the queue 399\300 349J2965.doc 9/o3/99 -21 management system, the various necessary devices within the queue management system can communicate with each other via infra-red or other radiation such as lasers etc, or via radio transmission on discreet frequencies in the local environment. Alternatively, such devices may communicate as part of a cohesive queue management system by implementing additive or subtractive voltage signals superimposed upon the natural sine-wave wave form of the reticulated electricity supply within an office such that the devices could readily plug in to the nearest general power outlet (power point) and apply and retrieve their various signals from the electricity supply cabling. In the case of infra-red or similar communications the benefit in the use of this technology in a system would be the OVOO: 15 avoidance of complex cable runs to convey the signals through difficult to get at structure or portions of a building.- The significant benefits provided by radio Spropagation ahd reception within a particular office or similar environment are the complete freedom within that space where the signals can be transmitted and/or received not requiring any cabling to link the various necessary [components together as part of the system and also the freedom for particular officers or staff members to carry with them their particular operational control units that 25 communicate with other componentry within the overall system.

S.

*.Further, alternative arrangements of the staff service points are possible. Figure 2 shows three adjacent staffed service points 6a, 6b and 6c which are provided with a queue management system for directing clients to appropriate staffed service points at appropriate times in any of the manners described above. Each service point 6 is provided with a respective desk 8a, 8b, 8c operated by a respective staff member (not shown) Service point 6a is provided with a paging device comprising a control unit 10a and a display unit 12a provided with a display 14a. The control unit lOa is used J;\Speci\300 399\300 349\32965.doc 8/t,3199 22 by the staff member to page clients, and to send other relevant information to a computer controlling the queue management system. The display 14a displays the ticket number of the next client to the staff member.

The control unit 10a and display unit 12a are connected to the rest of the queue management system by a cable 16a, the upper portion of which is supported within a guide conduit 18a. The display unit 12a is supported at the lower end 20a of the guide conduit 18a. The cable 16a, a portion 22a of which may be coiled, and a portion 24a of which may be enclosed within a flexible outer sheath 26a, connects the display unit 12a with the control unit The display unit 12a is rotatably mounted to the guide conduit 18a so as to be able to swivel about a 15 vertical axis to suit the position of the staff member operating the service point 6a. In addition, the guide conduit 18a is' formed from upper and lower parts 28a and 30a respectively, which are telescopically connected together to form adjustable friction joint 32a which allows the height of the display unit to be adjusted. A bracket 34a connects the upper part 22a of the guide conduit 18a to the ceiling 36 above the service points 6a, 6b and 6c. The upper part 28a of the guide conduit 18a extends through the ceiling 36a, and it feed at its upper end by wires 38 which combine to form the cable 16a.

The second service point 6b is provided with a paging device 9b which combines a control unit 10b with a display 14b. The paging device 9b is connected by a cable 16b to the wires 38 above the sealing 36, without the aid of a guide conduit. However, a guide conduit can be used to guide the upper part of the cable 16b, in the manner described in relation to the first service point 6a.

The third service point 6c is provided with a paging device 9c which incorporates a control unit 10c and a display 14c.

The paging device 9c is rotatably mounted at the lower end 20c of a guide conduit 18c, in the manner J:\Speci\300 399\300 349\32965.doc /r)3/99 -23described in relation to the first service point 6a. The guide conduit 18c is again telescopically adjustable, and also supports a number of identifier 14 which identifies the third service point 6c to users of the system. In this example, the third service point 6c is service point number 3, as indicated by the number identifier Further modifications to the queue management system are possible. These include: The display device 8 could be adapted to include audio and video or, in just even audio. The display means can include either letters or numbers or a combination of the two and the oral communication may be computer generated by a computer voice or a computer generated human voice.

15 Of course, a separated waiting room can be dispensed with in smaller operations.

SThe personal identification card is not strictly necessary as the system would be able to operate through the entry of general details. The identification 20 device can include smart cards, magnetically encoded cards, bar codes etc. Further extensions may include physiognomy, hand geometry, fingerprint or retina scanners.

The identification device 10 or the central .o computer can additionally include a paging facility where a 25 person identifies themselves at the identification device and their details are recorded into the system. The system can recognise them at the time they are to be called and separately page them via a personal pager or the like.

The arrangement described can be extended to other environments. For example, the principals set out in the preferred embodiment can be readily extended to an industrial application such as a container shipping facility where truck drivers register with an arrival device at a gate that they are ready to collect or deliver their containers. The system registers their attendance and the order in which they attend and directs them to the appropriate loading area. This may be done automatically by J!\Speci\300 )99\30O 349\32965.dOC 8/03/99 24 transponding devices which can either be part of the truck's on board equipment or as a portable device supplied to the driver upon entry or permanently carried by the driver (for example, the system could be interconnected to the mobile phone or pager system and each driver provides a mobile phone or pager number on entry to which the system sends its message). Further the system can be extended such that within the approach roads of the cargo terminal, the trucks location can be determined automatically by means of various positioning systems such as radio transponders or GPS systems. The driver can then be automatically instructed as to the time and place to load and unload a specified load. Further, other information on the cargo, such as destination and contract details such as S 15 Bills of Lading and Airway bills etc. can also be *.downloaded such that drivers can selectively or automatically obtain print outs in their vechicles. Again, all significant statistics such as waiting times, loading/unloading times, turn around times and other functions may be recorded.

S. This arrangement is readily applicable to other environments such as large scale mine operations.

In a further extension, the system can be applied to a staged service, being adapted to direct 25 customers from one service to another where a single customer service operator cannot process all the claims.

One such example is in an environment wherein a first o. processing step occurs, followed by a cashier's payment step, followed by a registration step. In this situation the customer can be return to the waiting area and again paged to the server responsible for the new step.

-The computer system recording the statistics can be extended to directly notify significant staff members when waiting times are in excess of a predetermined level.

This information generated by the computer can be in the form of an alarm on the staff members computer, a computer recorded telephone message email etc.

J:\Speci\3 0 0 399\300 349\32965.doc 8/03/99 25 The computer system can also be adapted to notify persons when: -the ticket printer is out of printer paper; -waiting times are too long; -service counters are full -there are too many people waiting.

The foregoing describes only preferred embodiments of the sixth aspect of the present invention and modifications, obvious to those skilled in the art, can be made thereto without departing from the scope of the present invention.

J:'Speci 30 399\300 349\32965.doc 8/03/99

Claims (44)

1. A queue management system comprising: a service device for providing people with information, the service device comprising at least a screen for displaying information to users of the service device; an authorisation device connected to said service device for determining whether people who wish to use the service device are authorised to do so, said authorisation device including input means enabling people to identify themselves as users of said service device including output means; a waiting area in which people wait after identifying themselves at the authorisation device; I display means for displaying information to people waiting in said waiting area; and computing means, connected to said service device, said authorisation device and said display means, for controlling, in response to information received from at least the authorisation device and the service device, the information displayed on the display means so as to direct only those people who are authorised to use the service device sequentially from the waiting area to the service device, in an order determined by the computing means, so that the service device is used by people from the waiting area one after the other.

2. A queue management system as claimed in claim 1, wherein said authorisation device comprises a first identification device for identifying people who wish to use the service device in order to determine whether they are authorised to use the service device.

3. A queue management system as claimed in claim 1 or 2, wherein the authorisation device comprises a payment device for accepting a payment from people wishing to use said service device, wherein said determination of whether said people are authorised to use the service device depends on whether or not a required payment is made. 004049132 27

4. A queue management system as claimed in any one of claims 1 to 3, which further comprises a second identification device at the location of the service device for identifying people who wish to use the service device, and allowing use of the service device by only those people who have been directed to the service device by the display means.

A queue management system as claimed in any one of claims 1 to 4, which further includes a staffed service point operated by a member of staff, wherein the display means displays information to direct people from the waiting area to the service point, in accordance with instructions sent to the display means by the computing means.

6. A queue management system as claimed in claim 5, wherein the computing means decides, on the basis of the identity of each person as determined by ~the first identification device, where each person should be directed by the display means.

7. A queue management system as claimed in any one of claims 1 to 6, wherein there is more than one service device, and each service advice is provided with a respective second identification device.

8. A queue management system as claimed in any one of claims 1 to 7, °wherein the authorisation device is provided with selection means for allowing the user to specify which of a range of services is required, and the computing means decides where to direct the person on the basis of the choice that person has made at the selection 20 means.

9. A queue management system as claimed in any one of claims 1 to 8, which further comprises a ticket dispenser for dispensing tickets to people who are determined by the authorisation device to be authorised people, the tickets bearing one or more identifying numbers or letters, and the display means being adapted to display said identifying numbers or letters in order to direct such authorised people to a service device or service point.

A queue management system as claimed in claim 9, when dependent directly or indirectly on claim 4, wherein the ticket dispenser dispenses tickets which are provided with bar codes, and the or each second identification device is provided with a 004049132 28 bar code reading device for reading the bar codes on the tickets when the tickets are presented to the second identification device, in order to allow use of the or each service device by only those people who have been directed to the service device by the display means.

11. A queue management system comprising: a service point for providing people with information; an arrival device, connected to said service point, said arrival device including input means enabling people who wish to use the service point to enter information and including output means; a multilingual instruction display device, comprising at least a screen and 0o. being located at or near the arrival device, for displaying information on how to use the system in a plurality of languages; display means for displaying information to people waiting in the waiting area; and computing means connected to said service point, said arrival device and said display means for controlling, in response to information received from at least the arrival device and the service point, the information displayed on the display means so as S. to direct people who have operated the arrival device sequentially to the service point, in an order determined by the computing means, so that the service point is used by people one after the other.

12. A queue management system as claimed in claim 11, which further comprises a waiting area in which people wait after operating the input means of said arrival device, and wherein the display means directs people sequentially from the waiting area to the service point.

13. A queue management system as claimed in claim 11 or 12, wherein the arrival device comprises an authorisation device for determining whether people who wish to use the service point are authorised to use the service point. 004049132 29

14. A queue management system as claimed in any one of claims 11 to 13, wherein multilingual instruction display device comprises a touch sensitive screen, or a screen with buttons arranged alongside it, to enable users to make choices or enter information in response to information displayed by the screen.

15. A queue management system as claimed in any one of claims 11 to 14, wherein the authorisation device comprises a first identification device for identifying people who wish to use the service point in order to determine whether they are authorised to use the service device.

16. A queue management system as claimed in any one of claims 13 to wherein the authorisation device comprises a payment device for accepting a payment from people wishing to use the service point, and said determination of whether said S people are authorised to use the service device depends on whether or not a required payment is made.

17.. A queue management system as claimed in any one of claims 11 to 16, which further comprises a second identification device at the location of the service point for identifying people who wish to use the service point, and allowing use of the service S. °-point by only those people who have been directed to the service point by the display means.

18. A queue management system as claimed in any one of claims 11 to 17, wherein the service point is a staffed service point operated by a member of staff.

19. A queue management system as claimed in any one claims 11 to 17, wherein the service point is a service device comprising at least a screen for displaying information to users of the service device.

A queue management system as claimed in claim 19, wherein the service device is connected to, and controlled by, the computing means.

21. A queue management system as claimed in any one of claims 11 to 17, which comprises both a staffed service point and a service device. 004049132

22. A queue management system as claimed in claim 15, wherein the computing means decides, on the basis of the identity of each person as determined by the first identification device, where each person should be directed by the display means.

23. A queue management system as claimed in any one of claims 15 to 22, in which there is more than one service device, and more than one staffed service point, and in which the computer means decides, on the basis of the identity of each person as determined by the first identification device, to which service device or staffed service point each person should be directed by the display means.

24. A queue management system as claimed in claim 23, wherein the authorisation device is provided with input means for allowing the user to specify which of a range of services is required, and the computing means decides where to direct the person on the basis of the choice that person has made at the input means.

25. A queue management system as claimed in claim 24, wherein the input means is provided by the multilingual instruction display device.

26. A queue management system as claimed in any one of claims 11 to wherein the arrival device is provided with a ticket dispenser for dispensing tickets to o people operating the arrival device, the tickets bearing one or more identifying numbers or letters, and the display means is adapted to display said identifying numbers and/or letters in order to direct people using the queue management system.

27. A queue management system as claimed in claim 26, wherein the ticket dispenser is adapted to dispense tickets only to people who are determined by the authorisation device to be authorised people.

28. A queue management system as claimed in 31 claim 26 or 27, wherein the ticket dispenser dispenses tickets which are provided with bar codes, and the second identification device is provided with a bar code reading device for reading the bar codes on the tickets when the tickets are presented to the second identification device, in order to allow use of the service point by only those people who have been directed to the service point by the display means.

29. A queue management system as claimed in any one of claims 1 to 10 wherein said computing means is implemented across a local area or wide area network. A queue management system as claimed in any one of claims 11 to 28 wherein said computing means is implemented across a local or wide area network.

S 15

31. A paging device for use in a queue S. management system as claimed in any one of claims 1 to having a number of service points for providing people with a service, each service point being operated by a staff member, the paging device comprising: 20 a paging unit, the operation of which by a staff member causes the next user of the system to be paged 5*55 to that staff member; at least one cable connecting the paging unit to a computer controlling the queue management system; and guide means for guiding at least a portion S. of said cable from a ceiling above the paging unit to the paging unit, the guide means being provided with ceiling attachment means for attaching an upper portion thereof to said ceiling.

32. A paging device as claimed in Claim 31, which further comprises a display for displaying information to the staff member operating the paging unit.

33. A paging device as claimed in Claim 32 or 31, where at least a part of the paging unit is supported at the lower end of the guide means.

34. A paging device as claimed in Claim 33, J:\Speci\300 399\300 49\7,296S.doc 9/03/9S 32 wherein the paging unit, or part thereof, supported at the lower end of the guide means is rotatably mounted to the guide means to allow its orientation to be adjusted to suite the staff member operating the paging unit.

35. A paging device as claimed in any one of Claims 31 to 34, wherein the guide means is of adjustable length to allow the paging unit, or part thereof, at the lower end of the guide means to be adjusted in height.

36. A paging device as claimed in any one of Claims 31 to 35, which further comprises a number identifier supported by the guide means for identifying the number of the staffed service point at which the paging device is located. 0:009:

37. A queue management system as claimed in any 15 previous claim 1 to 30 wherein said display means includes audio output means for outputting audio information genetated by said computer means.

38. A queue management system as claimed in any previous claim 1 to 30 wherein said waiting area comprises 20 a parking lot.

-39. A queuie management system as claimed in any previous claim 1 to 30, or 38 wherein the display means comprise a personal pager or mobile phone device.

~40. A queue management system as claimed in any previous claim 1 to 30, 38 or 39 when used to direct vehicles driven by persons to services areas serviced by said service devices.

41. A queue management system as claimed in claim 40 wherein said vehicles are fitted with located devices adapted to be interrogated by said computer means to determine a current location of said vehicle.

42. A queue management system as claimed in any previous claim 1 to 30 or 37 to 41 wherein said system is utilised to implement a staged service comprising multiple parts serviced by multiple users of said service devices.

43. A queue management system as claimed in any previous claim 1 to 30 or 37 to 42 wherein said system J:\Speci\300 399\300 149\32965.doc FJ/O3/99 004049132 33 activates an alarm when the number of people waiting exceeds a predetermined amount or the person waiting time exceeds a predetermined amount.

44. A queue management system as claimed in any previous claim 1 to 30 or 37 to 42 wherein said system activates an alarm when a fault occurs in said service device. A queue management system substantially as herein disclosed with reference to the accompany drawings. Dated this 28th day of February 2002 Visual Technology Pty Ltd by its attorneys Freehills Carter Smith Beadle *o *e *i