Technician control system

• US 10,282,683 B2
• Filed: 02/19/2014
• Issued: 05/07/2019
• Est. Priority Date: 06/09/2009
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services Limited (Accenture PLC)
• Inventors: Mitchell, Clarence, Mathur, Ankur
• Primary Examiner(s): Misiaszek, Amber A
• Application Number:
  US14/183,727
• Publication Number:
  US 20140172482A1
• Time in Patent Office: 1,903 Days
• Field of Search: 705 711- 742
• CPC Class Codes: G05B 15/02 electric
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group

Abstract

Technician control, in which a control system is configured to control scheduling and dispatch operations for work orders being handled by technicians. Multiple technician devices are each associated with one or more technicians, are configured to communicate, over a network, with the control system, and also are configured to provide output in response to communications that are received from the control system and that are related to the scheduling and dispatch operations performed by the control system. A set of scheduling configuration options may be pre-defined and user input weighting at least one of the scheduling configuration options relative to other of the scheduling configuration options may be received. A scheduling application used by the control system to perform scheduling operations may be configured based on configuration data that reflects the weighting and scheduling operations may be performed using the configured scheduling application.

Claims

1. A technician control system comprising:

at least one electronic data store configured to maintain encrypted data for each of multiple, different clients in a respective segregated data area using an encryption process that is different than other encryption processes used for other clients from the multiple, different clients, control access to the segregated data areas using admission rights stored in the respective segregated data area, and store configuration data for each of the multiple, different clients in the respective segregated data area;

a control system configured to control scheduling and dispatch operations for work orders for each of the multiple, different clients using i) the stored configuration data for each of the multiple, different clients, and ii) location information for technician devices determined using a global positioning satellite component included in the respective technician device; and

multiple technician devices that each a) include a global positioning satellite component, b) are associated with one or more of the multiple, different clients based on data stored in the respective client'"'"'s segregated data area, c) are operable by at least one corresponding technician, d) are configured to communicate, over a network, with the control system to provide at least location information, determined by the global positioning satellite component, to the control system, and e) are configured to provide output related to a work order in response to communications that are received from the control system;

wherein the control system includes one or more computers configured to perform operations comprising;

receiving control information across a network from a particular client from the multiple, different clients that indicates admission rights and privileges for the particular client;

defining, in the at least one electronic data store, a segregated data area for the particular client, the segregated data area being separate from other data areas associated with other clients from the multiple, different clients of the control system;

determining admissions rights data and privileges data for the particular client using the control information received from the particular client;

encrypting the admissions rights data and the privileges data for the particular client using a particular encryption process that is different than other encryption processes used for other clients from the multiple, different clients;

storing the encrypted admissions rights data and the encrypted privileges data for the particular client in the segregated data area for the particular client;

setting, using the admissions rights data and the privileges data in the segregated data area for the particular client, admission rights and privileges for the particular client to enable technician devices from the multiple technician devices associated with the particular client to access the segregated data area;

enabling, by the control system, the particular client to adjust configuration data stored in the segregated data area for the particular client that causes configuration of standard, pre-defined assets and applications of the control system; and

storing, in the segregated data area for the particular client, configuration data for the particular client that reflects configurations to the standard, pre-defined assets and applications made by the particular client;

receiving, by the control system across the network from a technician device from multiple technician devices that are each associated with at least one client from the multiple, different clients, location information for the technician device determined by a global positioning satellite component included in the technician device;

determining, by the control system, that the technician device is associated with the particular client from the multiple, different clients;

in response to determining that the technician device is associated with the particular client and using the location information for the technician device, assigning, by the control system, the technician device to a work order for the particular client;

determining, by the control system, to allow the technician device access to work order data stored in the segregated data area for the particular client using the admission rights and privileges for the particular client;

accessing, by the control system for the technician device, some of the configuration data stored in the segregated data area;

decrypting, by the control system, the accessed configuration data; and

providing, by the control system across the network to the technician device, the decrypted configuration data from the segregated data area to enable the technician device to provide output for the work order using the decrypted configuration data from the segregated data area when the technician device operates in an offline mode.

2. The technician control system of claim 1, wherein receiving information across the network from a particular client that indicates that the particular client commits to being serviced by the control system comprises receiving information related to setting up the particular client.

3. The technician control system of claim 2, wherein:

receiving information related to setting up the particular client comprises receiving information related to (i) user accounts, (ii) roles and privileges, (iii) configured work order data, (iv) configured scheduling data, (v) scheduling goals, (vi) configured supervisor data, or (vii) custom documents; and

storing the encrypted admissions rights data and the encrypted privileges data for the particular client in the segregated data area for the particular client comprises storing the encrypted admissions rights data and the encrypted privileges data in the segregated data area using the information related to the roles and the privileges.

4. The technician control system of claim 1, wherein defining, in the at least one electronic data store, the segregated data area comprises defining a particular range of addresses for the at least one electronic data store as the segregated data area.

5. The technician control system of claim 1, wherein setting the admission rights and the privileges for the particular client to enable the technician devices from the multiple technician devices associated with the particular client to access the segregated data area comprises defining a role for each of the technician devices.

6. The technician control system of claim 5, wherein defining the role for each of the technician devices comprises defining a user account with a user identifier and a password for each of the technician devices.

7. The technician control system of claim 1, wherein the one or more computers are configured to perform operations comprising:

receiving, from each of two or more of the multiple technician devices across the network, a corresponding request that includes particular admissions rights or particular privileges for the corresponding technician device;

identifying, for each of the two or more of the multiple technician devices and from among the multiple, different clients, a respective segregated data area for a respective client associated with the corresponding technician device, the respective segregated data area including the admissions rights data and the privileges data for the respective client;

comparing, for each of the two or more of the multiple technician devices, the particular admission rights or the particular privileges for the corresponding technician device to the admission rights data or the privileges data of the respective client included in the segregated data area for the respective client;

using the comparison of the particular admission rights or the particular privileges for the corresponding technician device to the admission rights data or the privileges data of the respective client included in the segregated data area for the respective client, determining, for each of the two or more of the multiple technician devices, whether the corresponding technician device is authorized to perform the request associated with the segregated data area for the respective client;

in response to a determination that the corresponding technician device is not authorized to perform the corresponding request associated with the segregated data area for the respective client, denying, for a first subset of the two or more of the multiple technician devices, the corresponding request; and

in response to a determination that the corresponding technician device is authorized to perform the corresponding request associated with the segregated data area for the respective client, for each of a second subset of the two or more of the multiple technician devices;

handling the corresponding request using standard, pre-defined assets and applications based on configurations defined in the segregated data area for the respective client; and

storing data related to the corresponding request in a segregated data area associated with the respective client.

8. The technician control system of claim 1, wherein:

enabling the particular client to configure the standard, pre-defined assets and applications of the control system comprises enabling the particular client to define custom work order types; and

storing, in the segregated data area for the particular client, configuration data for the particular client that reflects configurations to the standard, pre-defined assets and applications made by the particular client comprises storing, in the segregated data area for the particular client, data representing the custom work order types.

9. The technician control system of claim 1, wherein:

enabling the particular client to configure the standard, pre-defined assets and applications of the control system comprises enabling the particular client to weight a scheduling configuration option relative to another scheduling configuration option; and

storing, in the segregated data area for the particular client, configuration data for the particular client that reflects configurations to the standard, pre-defined assets and applications made by the particular client comprises storing, in the segregated data area for the particular client, data representing the weight for the scheduling configuration option.

10. The technician control system of claim 1, wherein storing, in the segregated data area for the particular client, the configuration data for the particular client that reflects configurations to the standard, pre-defined assets and applications made by the particular client comprises storing, in the segregated data area for the particular client, custom parameter and variable values used in rules associated with the standard, pre-defined assets and applications made by the particular client.

11. The technician control system of claim 1, wherein one or more computers are configured to perform operations comprising:

receiving a request associated with a work order from a technician device from the multiple technician devices;

determining, from among multiple different industries, an industry associated with the technician device;

accessing, from the at least one electronic data store, pre-defined work order data and pre-defined work flow data related to handling the work order based on the industry associated with the technician device;

controlling user interface display on the technician device and data collection on the technician device related to the work order based on the accessed pre-defined work order data for the industry associated with the technician device; and

controlling processing flow related to handling the work order on the technician device based on the accessed pre-defined work flow data for the industry associated with the technician device.

12. The technician control system of claim 11, wherein accessing, from the at least one electronic data store, pre-defined work order data and work flow data related to handling the work order based on the industry associated with the technician device comprises:

identifying, from among multiple clients, a client associated with the technician device; and

accessing, from the at least one electronic data store, pre-defined work order data and work flow data for which the technician control system has been configured to leverage for the identified client.

19. The technician control system of claim 1 wherein setting the admission rights and the privileges for the particular client to enable technician devices from the multiple technician devices associated with the particular client to access the segregated data area comprises setting the admission rights and the privileges to indicate, using hardware information for particular technician devices from the multiple technician devices, that only the particular technician devices have access to the segregated data area for the particular client.

13. A computer-implemented method comprising:

receiving, by a control system from a particular client among multiple, different clients and across a network, control information that indicates admission rights and privileges for the particular client, the control system being configured to a) control scheduling and dispatch operations for work orders for each of the multiple, different clients using i) stored configuration data for each of the multiple, different clients that is stored in at least one electronic data store configured to maintain encrypted data for each of the multiple, different clients in a respective segregated data area using an encryption process that is different than other encryption processes used for other clients from the multiple, different clients, and ii) location information for technician devices determined using a global positioning satellite component included in the respective technician device, and b) control access to the segregated data areas using the admission rights;

defining, by the control system in the at least one electronic data store, a segregated data area for the particular client, the segregated data area being separate from other data areas associated with other clients from the multiple, different clients of the control system;

determining admissions rights data and privileges data for the particular client using the control information received from the particular client;

encrypting, by the control system, the admissions rights data and the privileges data for the particular client using a particular encryption process that is different than other encryption processes used for other clients from the multiple, different clients;

storing, by the control system, the encrypted admissions rights data and the encrypted privileges data for the particular client in the segregated data area for the particular client;

setting, by the control system using the admissions rights data and the privileges data in the segregated data area for the particular client, admission rights and privileges for the particular client to enable technician devices associated with the particular client to access the segregated data area;

enabling, by the control system, the particular client to adjust configuration data stored in the segregated data area for the particular client that causes configuration of standard, pre-defined assets and applications of the control system;

storing, by the control system in the segregated data area for the particular client, configuration data for the particular client that reflects configurations to the standard, pre-defined assets and applications made by the particular client;

receiving, by the control system across the network from a technician device from multiple technician devices that are each associated with at least one client from the multiple, different clients, location information for the technician device determined by a global positioning satellite component included in the technician device;

determining, by the control system, that the technician device is associated with the particular client from the multiple, different clients;

in response to determining that the technician device is associated with the particular client and using the location information for the technician device, assigning, by the control system, the technician device to a work order for the particular client;

determining, by the control system, to allow the technician device access to work order data stored in the segregated data area for the particular client using the admission rights and privileges for the particular client;

accessing, by the control system for the technician device, data stored in the segregated data area;

decrypting, by the control system, the accessed data; and

providing, by the control system across the network to the technician device, the decrypted data from the segregated data area to enable the technician device to provide output for the work order using the decrypted data from the segregated data area when the technician device operates in an offline mode as a result of scheduling and dispatch operations performed by the control system based on the location information.

14. The method of claim 13 comprising:

receiving, by the control system from each of two or more of multiple technician devices across the network, a corresponding request that includes particular admissions rights or particular privileges for the corresponding technician device, wherein each of the multiple technician devices is associated with one or more of the multiple, different clients and operable by at least one corresponding technician, configured to communicate, over the network, with the control system, and configured to provide output in response to communications that are received from the control system and that are related to the scheduling and dispatch operations performed by the control system;

identifying, by the control system for each of the two or more of the multiple technician devices and from among the multiple, different clients, a respective segregated data area for a respective client associated with the corresponding technician device, the respective segregated data area including the admissions rights data and the privileges data for the respective client;

comparing, by the control system for each of the two or more of the multiple technician devices, the particular admission rights or the particular privileges for the corresponding technician device to the admission rights data or the privileges data of the respective client included in the segregated data area for the respective client;

using the comparison of the particular admission rights or the particular privileges for the corresponding technician device to the admission rights data or the privileges data of the respective client included in the segregated data area for the respective client, determining, by the control system for each of the two or more of the multiple technician devices, whether the corresponding technician device is authorized to perform the request associated with the segregated data area for the respective client;

in response to a determination that the corresponding technician device is not authorized to perform the corresponding request associated with the segregated data area for the respective client, denying, by the control system for a first subset of the two or more of the multiple technician devices, the corresponding request; and

in response to a determination that the corresponding technician device is authorized to perform the corresponding request associated with the segregated data area for the respective client, for each of a second subset of the two or more of the multiple technician devices;

handling, by the control system, the corresponding request using standard, pre-defined assets and applications based on configurations defined in the segregated data area for the respective client; and

storing, by the control system, data related to the corresponding request in a segregated data area associated with the respective client.

15. The method of claim 13 comprising:

receiving, by the control system, a request associated with a work order from a technician device;

determining, by the control system from among multiple different industries, an industry associated with the technician device;

accessing, by the control system from the at least one electronic data store, pre-defined work order data and pre-defined work flow data related to handling the work order based on the industry associated with the technician device;

controlling, by the control system, user interface display on the technician device and data collection on the technician device related to the work order based on the accessed pre-defined work order data for the industry associated with the technician device; and

controlling, by the control system, processing flow related to handling the work order on the technician device based on the accessed pre-defined work flow data for the industry associated with the technician device.

16. The method of claim 15 wherein accessing, from the at least one electronic data store, pre-defined work order data and work flow data related to handling the work order based on the industry associated with the technician device comprises:

identifying, by the control system from among multiple clients, a client associated with the technician device; and

accessing, by the control system from the at least one electronic data store, pre-defined work order data and work flow data for which the control system has been configured to leverage for the identified client.

18. The method of claim 13, wherein encrypting, by the control system using the particular encryption process, the admissions rights data and the privileges data for the particular client in the segregated data area for the particular client comprises encrypting, using a particular encryption process that is different than other encryption processes used to store data in the other data areas associated with the other clients, the admissions rights data and the privileges data for the particular client in the segregated data area for the particular client.

17. A non-transitory computer-readable medium having computer-executable instructions that when executed, by a computer system, cause the computer system to perform operations comprising:

receiving, by a control system from a particular client among multiple, different clients and across a network, control information that indicates admission rights and privileges for the particular client, the control system being configured to a) control scheduling and dispatch operations for work orders for each of the multiple, different clients using i) stored configuration data for each of the multiple, different clients that is stored in at least one electronic data store configured to maintain encrypted data for each of the multiple, different clients in a respective segregated data area using an encryption process that is different than other encryption processes used for other clients from the multiple, different clients, and ii) location information for technician devices determined using a global positioning satellite component included in the respective technician device, and b) control access to the segregated data areas using the admission rights;

defining, by the control system in the at least one electronic data store, a segregated data area for the particular client, the segregated data area being separate from other data areas associated with other clients from the multiple, different clients of the control system;

determining admissions rights data and privileges data for the particular client using the control information received from the particular client;

encrypting, by the control system, the admissions rights data and the privileges data for the particular client using a particular encryption process that is different than other encryption processes used for other clients from the multiple, different clients;

storing the encrypted admissions rights data and the encrypted privileges data for the particular client in the segregated data area for the particular client;

setting, by the control system using the admissions rights data and the privileges data in the segregated data area for the particular client, admission rights and privileges for the particular client to enable technician devices associated with the particular client to access the segregated data area;

enabling, by the control system, the particular client to adjust configuration data stored in the segregated data area for the particular client that causes configuration of standard, pre-defined assets and applications of the control system;

storing, by the control system in the segregated data area for the particular client, configuration data for the particular client that reflects configurations to the standard, pre-defined assets and applications made by the particular client;

receiving, by the control system across the network from a technician device from multiple technician devices that are each associated with at least one client from the multiple, different clients, location information for the technician device determined by a global positioning satellite component included in the technician device;

determining, by the control system, that the technician device is associated with the particular client from the multiple, different clients;

in response to determining that the technician device is associated with the particular client and using the location information for the technician device, assigning, by the control system, the technician device to a work order for the particular client;

determining, by the control system, to allow the technician device access to work order data stored in the segregated data area for the particular client using the admission rights and privileges for the particular client;

accessing, by the control system for the technician device, data stored in the segregated data area;

decrypting, by the control system, the accessed data; and

providing, by the control system across the network to the technician device, the decrypted data from the segregated data area to enable the technician device to provide output for the work order using the decrypted data from the segregated data area when the technician device operates in an offline mode as a result of scheduling and dispatch operations performed by the control system based on the location information.