HK1130334A - Mehtod and device for providing location based content delivery - Google Patents

Description

Method and apparatus for providing location-based content delivery

Cross referencing

This application claims priority to provisional application No.60/760,320, filed 2006, month 1, day 19, the disclosure of which is incorporated herein by reference.

Technical Field

The present disclosure relates to the field of providing location-based content delivery, and more particularly, to providing location-based content delivery in which work is not performed on-site with products stored at a central location, wherein typically the products utilized during the provision of location-based content delivery may be determined in advance.

Background

Many businesses provide services to multiple customers that need services to be performed at locations other than the business location. Typically, the service provided requires a product to be consumed during the provision of the service. One example of such a service is the automotive glazing service, where the automotive glazing is installed on the customer's vehicle at the customer's home or at some other location convenient to the customer. In the automotive glazing business, by determining the make, year and model of the automobile, any tinting options, and the windows that need to be replaced, it can be determined in advance with precision which automotive glazings, seals and sealants may be required to service the individual vehicles.

Currently, a method of providing off-site automotive glass repair and installation utilizes several steps such as those shown in fig. 28-30. Since the disclosed apparatus and methods will have the greatest impact on the technician performing the procedure, those procedures implemented in the prior art will be described in greater detail. For example, as shown in FIG. 28, in the described current method of providing location-based content delivery, such as automotive glass replacement services, beginning on a technician work day, in step 2812, the technician arrives at a warehouse and records the day's work hours. Upon arrival, the technician receives one or more of the following: a work order 2816 for a technician route, a pre-printed technician's printed route or list 2814, and parts 2818 for completion of the work order 2816 pick and review. Then, in step 2820, the technician compares the work orders to the list to determine that all work orders 2816 are included in the list 2814. The technician then confirms that all parts needed to complete the work order are included in the pick and check parts list at step 2822. In step 2824, an inventory record is created from the warehouse. In step 2826, the part is loaded onto the technician's truck before the technician leaves the warehouse.

For example, as shown in FIG. 29, after the start of the work day, the technician completes the work order currently in the technician's performance process with various steps. The technician completes the customer call in step 2910 using the cellular or other mobile phone in advance. After the customer call is completed in advance, the technician drives to the work order location using the pre-printed map available in the technician's vehicle in step 2912. In step 2914, the technician calls the dispatcher using their cellular telephone to change the status of the work order to in progress. If it is determined in step 2916 that a new work order exists, the technician returns to the warehouse to take parts and/or written work as needed in step 2918. Otherwise, in step 2920, the technician continues to the work order site until they arrive at the work order site. If it is determined in step 2922 that a vehicle requiring glass repair can be reached, the technician determines in step 2924 whether they have the proper part or parts to complete the required service. If it is determined in step 2922 that the vehicle may not be reached or it is determined in step 2924 that the proper part is not on the technician's vehicle, then in step 2926 the technician calls the dispatcher to alert the dispatcher of the status of the work order. If the vehicle is available and the appropriate part is on the technician's vehicle, the technician completes the work order in step 2928. After completing the work order, the technician charges and signs and collects customer information on the hard paper copy in step 2930. Then, in step 2932, the technician calls the dispatcher to change the job status to job completion. After the work is completed, or after determining that the work cannot be completed because the vehicle may not be reached or the appropriate part is not on the technician's vehicle, the technician determines whether there are additional work orders in step 2934. If there are additional work orders, the technician returns to step 2910 and completes steps 2910 through 2932 for additional work orders. If no additional work orders are present, such as shown in FIG. 30, the technician begins the current work day ending the technician performance procedure.

At the end of the workday, the technician returns to the warehouse in step 3010 and returns the unused parts to the warehouse for inspection in step 3012. At the warehouse or shuttle box, money and work orders are collected in step 3014. After collecting the work orders and money, the CTU retail outlet bills the work orders and closes the now completed work orders in step 3016. After returning to the warehouse in step 3010 and delivering unused parts to the warehouse in step 3012, the technician records the time of day off-hours in step 3018. Typically, such recording of the time-to-flight includes placing a time card into a manual clock, wherein the technician's daily hours of work are entered using the time card.

The current implementation has several drawbacks that can result in some inefficiencies. Some of the disadvantages of the current process are: the technician is highly dependent on the infrastructure of the automotive glass company; high administrative costs associated with technician support; as well as reduced processing efficiency and customer service.

The fact that the technician's daily job functions require a large amount of input and involve various components of the automotive glass company's infrastructure indicates that the technician is highly dependent on the automotive glass company's infrastructure. The technician is tightly coupled to the dispatcher, the central telephone unit "CTU", the warehouse and the shuttle box. This is evident in recording the time to work/recording the time to work, getting routes and work orders, getting parts, changing work order status, processing credit card payments, returning unused parts, returning payments, determining work site location, changing routes, and addressing customers who need the current process steps. Under the current process, most technicians must drive to the warehouse location at the beginning and end of each day to record the time of work and time of work. Also under the current process, at the beginning of the day, all routes and work orders are obtained from the warehouse or the shuttle box. All parts are taken from the car glazing company's warehouse or lift shuttle box. Throughout the day, technicians must call dispatchers in order to change the status of their work orders. This situation may occur as many as 3 per technician per work order or 20 per day. In the current process, to use credit card payments at the job site, a technician calls a dispatcher and provides credit card and payment information. The dispatcher is then responsible for processing the payment. At the end of the day, all unused parts are returned to the storage or lift shuttle box of the auto glass company. At the end of each day, all payments collected at the job site are returned to the warehouse or shuttle box of the auto glass company. The dispatcher answers most questions related to the indication or job site location via a telephone call from the technician. Any route changes that occur while the technician is in the route are communicated by telephone calls from the dispatcher. Additionally, route changes may require additional travel to the warehouse in order to obtain parts. The service-related questions posed by the customer on the day of service are communicated from the customer to the technician by the dispatcher. Any return communication is returned via the same path.

Due to the tight coupling between technicians and the automotive glass company infrastructure, the management and support costs associated with service delivery are higher than necessary. These costs are themselves in payroll and business fare lists. In the current process of providing service for repairing automotive glass as described above, a lot of paper is required to support the process. The daily paperwork produced by the process is a route list, a record time on duty/record time off duty list, an invoice, and a plurality of work orders printed for each work. In addition, the management of parts, routes, work orders, payments, and customer queries makes the ratio of support personnel to technicians prohibitive. The combination of the payment and operating fees required to support the automotive glass company technicians creates a higher cost than the fixed cost that is expected.

In the above-described current process of providing service for repairing automotive glass, there is a certain reduction in processing efficiency and customer service. The command execution process includes steps that have an overall negative impact on efficiency and customer service. While the productivity of the technician may be high in the above process, it is believed that there is an opportunity to improve the technician's idle time, calls required to complete the work, trips to and from the warehouse or shuttle box, work order changes, inventory loss, service differentiation, and invoice and work order quality. Accordingly, location-based content delivery providers would benefit from processes and devices that improve currently available processes by employing one or more of the following, either alone or in combination.

Disclosure of Invention

Location-based content delivery providers would benefit from a process and apparatus that reduces technician idle time by increasing the amount of time a technician spends executing a command. Location-based content delivery providers would benefit from a process and apparatus that reduces the number of telephone calls to and from technicians by technicians. Location-based content delivery providers would benefit from a process and apparatus that reduces the amount of travel a technician makes to and from a warehouse or shuttle box. Location-based content delivery providers would benefit from a process and apparatus that allows technicians to complete a greater percentage of scheduled jobs to reduce work order variations. Location-based content delivery providers would benefit from processes and devices that increase inventory verification control of warehouses. Location-based content delivery providers would benefit from processes and devices that help provide higher quality services in a way that differentiates their services from competitors' services. Location-based content delivery providers would benefit from a process and apparatus that improves compatibility with "write right" rules and increases the quality of customer data collected at the job site.

The methods and apparatus disclosed herein reduce technician dependency on the distribution infrastructure of a location-based content delivery provider, reduce administrative costs associated with technician support, and increase processing efficiency and customer service. In the disclosed embodiments, these improvements may be achieved by implementing extensive business process improvements and Mobile Resource Management (MRM) technology solutions.

It is believed that by using a wireless network, increased traffic sensitivity may be achieved through continuous data access and synchronization. When the information is more timely and easily obtained, a better service decision can be made. Wireless solutions deliver customizable data exchange solutions that conform to the mobile business model of location-based content delivery providers. The wireless solution also helps office-based employees manage daily workflow and maintain contact with mobile users in real time. MRMs allow users to track their work as they complete the work, whether they are selling, installing, delivering, servicing, or monitoring product delivery.

According to one aspect of the disclosure, an apparatus for providing location-based content delivery comprises: a server, a handheld electronic device, and a processing device. The server is located at a first location and includes a memory and data stored in the memory relating to a plurality of service requests at locations other than the first location. The handheld electronic device is configured to communicate with a server via a wireless network to receive data related to a plurality of requested services and to transmit data regarding a service providing data for updating stored in the memory. A processing device is communicatively coupled to the handheld device.

In accordance with another aspect of the disclosure, a method for providing location-based content delivery at a job site outside of a service provider location includes: the method includes providing a technician with a handheld electronic device, remotely recording work hours to the technician with the handheld electronic device, transmitting work orders to the handheld electronic device, viewing the work orders on the handheld electronic device, electronically capturing customer information on the handheld electronic device at a job site, and transmitting the captured customer information to an accessible server at a service provider location.

Additional features and advantages of the disclosed apparatus and method will become apparent to those skilled in the art upon consideration of the following detailed description of preferred embodiments exemplifying the best mode of carrying out the invention as presently perceived.

Drawings

Exemplary apparatus and methods are described below with reference to the accompanying drawings, which are given by way of non-limiting example only, and in which:

FIG. 1 is a block diagram of an apparatus that facilitates providing location-based content delivery services;

FIG. 2 is a diagram of an embodiment of a location-based content delivery service device that facilitates providing a service without a technician location service or an in-order indication service;

FIG. 3 is a diagram of an embodiment that facilitates providing a location-based content delivery service device with message listening and load balancing capabilities and with local area network firewall protection;

FIG. 4 is a simplified block diagram of some of the major components of the device 10, including the electronic hub device, application server, wireless network server, firewall, and handheld device;

FIG. 5 is a logical layer diagram of the simplified block diagram of FIG. 4;

FIG. 6 is a logical layer diagram of the simplified block diagram of FIG. 4;

FIG. 7 is a diagram of an embodiment of a location based content delivery service device that facilitates providing a service with a technician location service and an in-order indication service;

FIG. 8 is a diagram of an embodiment of a device that facilitates providing location-based content delivery services with offsite credit card capture;

FIG. 9 is a diagram of an embodiment that facilitates providing a location-based content delivery service device utilizing a signature capture pad;

FIG. 10 is a diagram of an embodiment of a device that facilitates providing a location-based content delivery service with a signature capture digital pen;

FIG. 11 is a high level process flow diagram of a method for providing location based content delivery services;

FIG. 12 is a flowchart of the routing step of the method of FIG. 11 for providing location-based content delivery services;

FIG. 13 is a flowchart of the login process steps of the method of FIG. 11 for providing location-based content delivery services;

FIG. 14 is a flowchart of the log hours on duty process step of the method of FIG. 11 for providing location-based content delivery services;

FIG. 15 is a flowchart of the registration steps of the method of FIG. 11 for providing location-based content delivery services;

FIG. 16 is a flow chart of settlement steps of the method of FIG. 11 for providing location-based content delivery services;

FIG. 17 is a flow chart of a technician call-ahead step of the method for providing location-based content delivery services of FIG. 11;

FIG. 18 is a flowchart of the completion service steps of the method of FIG. 11 for providing location-based content delivery services;

FIG. 19 is a flowchart of part validation steps of the method of FIG. 11 for providing location-based content delivery services;

FIG. 20 is a flowchart of the payment process steps of the method of FIG. 11 for providing location-based content delivery services;

FIG. 21 is a flowchart of route ending steps of the method for providing location-based content delivery services of FIG. 11;

FIG. 22 is a flowchart of the record off-hours step of the method of FIG. 11 for providing location-based content delivery services;

FIG. 23 is a flowchart of steps for adding work orders before a technician performs the settlement steps of the method of FIG. 11 for providing location-based content delivery services;

FIG. 24 is a flowchart of steps for adding work orders after a technician performs the settlement steps of the method of FIG. 11 for providing location-based content delivery services;

FIG. 25 is a flow chart of a beginning portion of a workday performing process steps for a technician of a method for providing location-based content delivery services;

FIG. 26 is a flow diagram of a technician performing the complete work order portion of the process steps for the method of providing location-based content delivery services;

FIG. 27 is a flow chart of a beginning portion of a work day during which a technician performing a method for providing location-based content delivery services performs process steps;

FIG. 28 is a flow chart of the beginning part of a work day for a technician performing process steps of a prior art method for providing location-based content delivery services;

FIG. 29 is a flow chart of a technician performing the complete work order portion of the process steps of a prior art method for providing location-based content delivery services; and

FIG. 30 is a flow chart of the beginning of a work day for a technician performing process steps of a prior art method for providing location-based content delivery services.

Detailed Description

The disclosed methods and apparatus provide improvements to processes currently performed to provide location-based content delivery, wherein an inventory located at a central location is installed or utilized at an offsite work area. Although the disclosed methods and apparatus are described with reference to providing offsite automotive glazing, one skilled in the art will appreciate that other types of location-based content delivery may be provided using the disclosed methods and apparatus for purposes such as, for example, equipment repair and other equipment installation.

The disclosed apparatus and methods improve providing location-based content delivery in one or more of the following ways. The log-on/log-off time process is improved by eliminating or reducing the number of telephone calls and the amount of programming required by the technician to log the time-on and time-off. This is accomplished by providing the technician with a handheld electronic device that allows the technician to remotely record the time on-duty and the time off-duty. This may result in additional benefits being realized, such as reduced fuel usage and reduced mileage on vehicles owned or leased by the company, which may result in extended vehicle life and/or reduced maintenance and repair costs.

In addition, paperwork can be reduced in one or more of the following ways by implementing the disclosed embodiments. Paperwork is reduced by eliminating or substantially reducing the number of printed versions of work orders. In the disclosed embodiment, a technician is allowed to view work orders on a handheld electronic device. Paperwork is reduced by eliminating or substantially reducing printed registration/settlement ("CICO") lists. The CICO list is electronically generated and can be viewed not only on the technician's handheld electronic device but also on a device such as a computer workstation and/or handheld electronic device in a warehouse. Paperwork is also reduced by eliminating or substantially reducing the number of printed versions of the route list provided to each technician. In the disclosed embodiment, technicians are allowed to view work orders on their handheld electronic devices. The work order status change is simplified by eliminating or reducing the number of telephone calls from the technician to the dispatcher before the work order status needs to be changed and the need to print updated work orders and lists reflecting the changed or added information.

In the disclosed embodiment, technicians remotely update work order status on a central computer or server (occasionally referred to herein as a "GTS" in the specific examples and figures associated with off-site glass repair) through their handheld devices without requiring a form or telephone conversation. The technician can obtain parts as needed from a central inventory location and/or an optional parts provider. In addition, technicians are provided more opportunities with respect to handling unused parts. The hand-held device allows the dispatcher to re-prioritize work orders in real time by sending the re-prioritized work orders to the technician's hand-held device.

In the disclosed embodiment, by utilizing GPS or other positioning technology, the dispatcher may know the location of the technician in real time, thereby reducing the number of telephone calls between the technician and the dispatcher. In addition, the provision of location technology facilitates the transfer of the sequential instructions and electronic map to the hand-held device 14 to provide instructions to the technician at the next job site.

Instead of manually tagging customer information such as vehicle identification number, license plate number, and mileage when providing service on an automobile, a technician may electronically capture this information on a handheld electronic device at the job site. Additionally, the disclosed apparatus facilitates the electronic capture of customer signatures at a job site. By providing a portable printer, the technician can print the necessary receipts and other desired documents at the job site for delivery to the customer. Telephone calls from technicians to dispatchers are greatly reduced by processing credit card payments at the job site using hand-held devices. The disclosed embodiments also allow technicians to invoice, record payments, and make bank deposits using their handheld electronic devices.

As shown by way of example in fig. 1, the disclosed embodiment of an apparatus 10 for providing location-based content delivery comprises: server 12, handheld electronic device 14, signature capture device 16, processing device 18, and location information receiving device 20. The device 10 may also include a separate mobile telephone 26 provided for use by the technician. In the illustrated embodiment, the handheld electronic device 14 is a personal digital assistant ("PDA") device for wireless communication. The PAD 14 and the server 12 are each configured to communicate via a wireless communication network 22. The signature capture device 16 is communicatively coupled to the handheld electronic device 14 or implemented by the handheld electronic device 14. The processing device 18 is communicatively coupled to the handheld electronic device 14. Thus, the components of the device 10 are configured to allow data to be transferred between the various devices.

In the illustrated embodiment, the processing device 18 is configured to automatically capture account information in the form of a credit card and print a document. In one embodiment, processing device 18 is configured to allow a credit card to swipe the card in credit card capture device 24 and print a document from printer 28. Although shown as a single device 18, it is within the scope of the present disclosure for the processing device 18 to be implemented by a separate credit card capture device 24 and a separate printer 28, or for one or both of the credit card capture device 24 and the printer 28 to be implemented by the handheld electronic device 14.

The location information receiving device 20 is communicatively coupled to or implemented by the PDA 14. In one disclosed embodiment, the location information receiving device 20 is a GPS transceiver 20 configured to receive signals from and transmit signals to a global positioning satellite system. The location information is transmitted to the server 12 via the hand-held device 14 to allow electronic and real-time monitoring of the location of a technician associated with the hand-held device 14. In one embodiment of the disclosed apparatus and method, employee information about the technician to which the hand-held device 14 is assigned is associated with the dedicated hand-held device 14 assigned to that technician. For example, the server 12 may link the employee identification number of the technician to the MAC address ID assigned to the technician's handheld electronic device 14.

In one exemplary embodiment, the PDA 14 is a Blackberry model 7520 available from research Motion Limited. Those skilled in the art will recognize that: although a personal digital assistant is described, other portable electronic communication devices utilized in device 10 are within the scope of the present disclosure. For example, as the memory capacity of cellular telephones increases, they may exhibit functionality that is desirable as a handheld electronic device 14.

Although depicted in fig. 1, 2, 3, 7, and 8, for example, in terms of a single wireless communication network 22 and separate servers, multiple wireless communication networks and multiple servers and gateways may be utilized in implementations of device 10. For example, as shown in FIG. 2, the term server 12 is used to broadly encompass a variety of network and backend components. For example, from a development environment perspective, the server 12 may include: computers, such as mainframe 30, electronics hub 32, and S3 router 34 computer devices coupled to each other and/or to application server 38 via network bus 36, and/or shared SQL database server 40 coupled to SQL database 41. In the illustrated embodiment, an application server 38 is communicatively coupled to network bus 36 and to a shared SQL database server 40. Illustratively, database server 40 runs an operating system, such as the Windows 2000 or 2003 server operating systems or Boleris. The application server 38 is also communicatively coupled to a wireless communication network server 42, which in the illustrated embodiment is a Blackberry enterprise server 42 that is communicatively coupled to an SQL database 44. In the illustrated embodiment, the wireless communication server 42 is coupled to a wireless communication network server 50 through a local area network 46 and a network 48. Illustratively, the network 48 provides two-way TCP communication between the wireless communication server 42 and the wireless communication network server 50. In the illustrated embodiment, the wireless communication network server 50 is a RIM BES network provided by sports research, inc.

The server 12 also includes an HR ID module 52 communicatively coupled between the wireless network server 50 and a gateway device 54. In the illustrated embodiment, because the communication services with the handheld device 14 are provided through a cellular telephone wireless network that includes a plurality of communication towers 58, the gateway device 54 is communicatively coupled to additional gateways 56, such as those provided by cellular telephone services. If the cellular telephone service provider does not provide communication with the wireless handheld device 14, the additional gateway 56 may not be needed and wireless communication from the server 12 to the handheld device 14 may be provided through another wireless communication network. In addition, other wireless communication networks, including private wireless networks, may be utilized to provide communication between the server and the handheld device.

While the application server 38, SQL database server 40, and wireless communication network server 42 are shown as separate machines, it is within the scope of the disclosure for each of these servers to be implemented as virtual machines or otherwise on a single computer. In addition, the web server 70 (fig. 7 and 8) may be implemented on the same computer as the application server 38, the SQL database server 40, and the wireless communication web server 42. It has been found that a single computer, such as IBM x335 with dual 2.8GHz CPUs, 4GB RAM, two mirrored 36GB internal disk drives, and two GigE network interfaces, can be configured as a web server 70, an application server 38, an SQL database server 40, and a wireless communications web server 42. Other computers may also be utilized to implement web server 70, application server 38, SQL database server 40, and wireless communication network server 42 within the scope of the present disclosure.

For example, as shown in fig. 3, the appliance 10 may also include one or more load balancing appliances 60 communicatively coupled to the application server 38 and a firewall 62 that protects the local area network 46. Additionally, a message listener 64 is coupled between the electronic hub device 32 and the load balancer 60 communicatively linked to the application server 38.

For example, as shown in FIG. 7, when providing GPS location and in turn indication functionality, the device 10 also includes an ASP map service application server 66 coupled to a data source 68. In addition, device 10 includes a network server 70 coupled to an ESRI data source 72. For example, as shown in FIG. 8, when credit card capture is implemented in the device 10, the device 10 also includes a transaction management server 74 communicatively coupled to the network server 70 and the handheld device 14.

In one example of the device 10, the processing device 18 is a Oneil printer model MF 4T configured to interface with the PDA 14. The disclosed processing device 18 includes a built-in credit card swipe slot 24 and a printer 28. The disclosed processing device 18 supports bluetooth to provide a communicative coupling between the processing device 18 and the handheld device 14. Preferably, the processing device 18 is lightweight (the disclosed O' Neil printer is under 5 pounds), has a flushable ROM, and has multiple power supplies that may include battery power, a DC adapter from the vehicle electrical system for powering the device, and AC power from an electrical outlet for powering the processing device.

Optional signature capture device 16 includes a signature pad 76 or wireless pen 78 configured to interface with the PDA. Preferably, such a separate signature capture device 16 is bluetooth enabled. Currently available signature capture devices 16 that may be employed within the scope of the present disclosure include: a digital wireless pen 78 available from Standard Register, 600 Albany St., Dayton, OH, and a bluetooth enabled pressure-sensitive signature board 76 available from Topaz Systems inc., 650Cochran street, 6 units, Simi Valley, CA, 93065. Additionally, while these features are not available on the BlackBerry 7520, it is within the scope of the present disclosure for the handheld device 14 to be configured to include the signature capture device 16.

In one illustrated embodiment, the Topaz signature pad is utilized as a signature capture device, and the Blackberry 7520 is utilized as the handheld device 14, the handheld device 14 running a J2ME application to facilitate capturing signature data provided by the signature capture device 16. In this embodiment, a bluetooth connection is established between the handheld device 14 and the signature capture device 16 using the bluetooth API of the RIM. The J2ME application listens on a particular port for incoming signature data from the signature capture device 16 and retrieves the signature data as it appears using the Java library associated with the Topaz signature panel 76. Upon receiving the signature data, the handheld device 14 displays the captured signature on a screen of the handheld device 14. The handheld device 14 captures signature data from a series of coordinates, which can be converted into any popular graphical format for storage and wireless transmission to the server 12. In one illustrated embodiment, the signature data is captured in a scalable vector graphics format.

The BlackBerry 7520 handheld electronic device 14 disclosed in one embodiment of the device 10 includes a color screen, a user input device (e.g., an integrated keyboard), and includes global positioning satellite functionality and bluetooth support. Communication services to the disclosed handheld device 14 are covered based on cellular telephone programming, although communication services provided based on some other programming are also within the scope of the present disclosure. The disclosed PDA 14 is configured to be integrated with public business software products, such as those provided by Microsoft corporation, including, but not limited to, Outlook and Office products, such as Word, Excel, Access, and Outlook. It is within the scope of the present disclosure for the PDA 14 to be integrated with other or additional business software products. The BlackBerry 7520 wireless handset provides email, phone, browser, SMS, GPS transceiver 20 and manager applications in a single integrated handset. The 7520 family is fully compatible with all versions of the BlackBerry enterprise server, as well as many POP3, IMAP, and web mail billing.

For example, as shown in fig. 4 and 5, the electronic center computer 32 includes: a presentation layer, a database layer, an application bus rules layer, and a message layer. The electronics center computer 32 communicates with the Dexterra application server 38 via the MQ protocol. The Dexterra application server 38 includes: a console layer, a metadata layer, a service manager layer, and a messaging layer. The Dexterra application server 38 communicates with a wireless network server 42. The wireless server network 42 includes: security layer, message layer, local database, and transport service. The wireless network server 42 communicates with the BlackBerry handheld device 14 via the SSL protocol. The handheld device 14 includes: through the presentation layer of the screen, the data retention layer, the provisioning layer, the local database, and the network CDMA.

For example, as shown in fig. 6, the server 12 includes applications for a service 610, a transmit and receive service 612, MQ messages 614, security 616, a server manager 618, a workflow manager 620, and an integrated server 622. The handheld electronic device 14 includes a MIDP architecture UI layer representation 624, a MIDP (ex-BB) TCP IP HTTP UDP network interface holder 626, an architecture layer 628, an architecture application layer 630, a configuration message security layer 632, and a JBM service metadata configuration layer 634 and a CLDC connected device configuration layer 636. The application layer 610 of the server 12 communicates with the MIDP framework UI layer presentation layer 624 of the handheld device 14. The server's send and receive service layer communicates with the MIDP (ex-BB) TCP IP HTTP UDP network interface holding layer 626 of the handheld device 14. The MQ message layer 614 of the server 12 also communicates with the MIDP (ex-BB) TCP/IP HTTP SUDP network interface holding layer 626 of the BlackBerry device. The security layer 616 of the server 12 communicates with the CLDC connected device configuration layer 636 of the BlackBerry device 14. The workflow layer 620 of the server communicates with the CLDC connected device configuration layer 636 of the BlackBerry device 14. The integrated server layer 622 of the server communicates with the JVM service metadata configuration layer 634 of the BlackBerry device 14. This communication will be better understood by a description of the apparatus 10 for providing sequential pointing and GPS location as shown in fig. 7 and for providing credit card capture as shown in fig. 8, and an illustration of a method of providing location-based content delivery in connection with automotive glass replacement services as shown in fig. 11.

For example, as shown in FIG. 7, the device 10 for providing location-based content delivery is configured to provide a dispatcher with GPS location information about the location of a technician holding the handheld device 14 and to provide a technician with sequential instructions. In the illustrated embodiment, the handheld device 14 supports GPS and includes a GPS transceiver device 20. In one embodiment, the handset 14 is configured to transmit real-time data and time-stamped GPS latitude and longitude information to the network server 70 of the server 12. In one embodiment, the handset 14 is configured to send the GPS latitude and longitude information to the network server 70 once per minute. Those skilled in the art will appreciate that GPS latitude and longitude information may be transmitted on handheld device 14 approximately as often as desired for location-based content delivery services within the scope of the present disclosure. The handset 14 is configured to send HTTP messages containing GPS latitude and longitude information to the ASP map service application server 66 and the web server 70. The ASP mapping service application server 66 is configured as a web server, but JAVA VM (JRE JDK) HTTP advertisement protocol messages may be generated through the servlet API, servlet engine and the ESRI database. Similarly, the network server 70 is configured to generate JAVAVM (JRE-JDK) X and L contents in queue messages using the servlet engine and the ESRI database. The web server 70 provides web services including JAVA connectors, servlet connectors, cold fusion connectors, and active outlet connectors and NET link connectors. Web server 70 communicates with application server 38.

The ASP map service application server creates an HTTP announcement message that shows the technician' S address location on the S3 router. The network server 70 generates an XML call to the gogeoode database address. The XML message is sent to the electronic center server 32 and the presence of the message is detected by MQ message listener 64. The server 12 is configured to use the ban service to provide sequential instructions for display on the handheld device 14. The GPS latitude and longitude coordinates read from the handheld device 14 enable the ban service server to provide sequential indications to be displayed on the handheld device 14. The BlackBerry device is configured so that once the technician runs the mobile asset management application, the GPS device 20 begins tracking their location. GPS events are captured with date and time stamps throughout the day. The time at which the recording of the GPS data and the timestamp occurs includes recording the time of work, arriving at the work site, and completion of the work task.

For example, as shown in FIG. 8, the device 10 allows a technician to capture credit card information and customer signatures at a job site and receive credit card authorization at the job site. Once the work order is complete, the technician may receive payment, typically after printing out the invoice, in several forms, including cash payment, check payment, and credit card payment. When the customer chooses to use the credit card to pay the invoice, the technician swipes the credit card through the credit card slot of the processing device 18. The processing means 18 transmits information obtained from the magnetic strip on the credit card to the handheld device 14. Handheld device 14 then initiates an HTTP call to transaction manager's server 74 and web server 70. The processing means 18 is loaded with an applet, a JAVA card framework and a JAVA card BM so that an appropriate link protocol can be established between the processing device 18, the handheld device 14 and the transaction manager server 74 and the web server 70. The web server 70 includes a connector for receiving wireless communications from the handheld device 14 via the HTTP protocol, as well as a host application and JAVA servlet for receiving credit card information. The transaction manager 74 includes similar connectors, applications and servlets so that the transaction manager server 74 can communicate with the handheld device 14. The transaction manager server 74 queries the database to determine if credit card payment should be authorized and then generates a credit card authorization file that is transmitted to the web server 70 and the electronic hub device 32 in an extended markup language ("XML") format. The server 12 then communicates with the hand-held device via the wireless network 22 to inform the technician that credit card payment has been authorized. When a signature is required for credit card authorization, the signature capture device 16 is used to obtain an electronic copy of the credit-card-holder signature, which is transmitted to the handheld device 14 in the form of a scalable vector map, bitmap, or some other image file, the handheld device 14 communicating with the transaction manager server 74 as described above to obtain authorization.

For example, as shown in fig. 9 and 10, in one embodiment, the signature capture device 16 is a bluetooth enabled signature capture pad 76 (fig. 9) and, in a second embodiment, is a bluetooth enabled digital pen 78 (fig. 10). The signature capture device 16 may be used not only to submit a signature for credit card authorization as described with respect to fig. 8, but may also be used to obtain a customer's signature on direct or thermal work orders and/or invoices printed on a printer of the processing device 18. The host computer 32 of the server 12 includes a print file 910, and the print file 910 is transferred to the handheld device 14 and stored on the memory of the handheld device 14 each time the file is printed or a single time. The printed file may be edited on the handheld device 14 so that the technician may modify the work order or invoice at the job site.

Once ready to print the desired job command or invoice, handheld device 14 digitally transmits the print file to a printer 28 of processing device 18. The printer 28 of the processing device 18 then generates a hard copy 912 of the desired work order or invoice on the digital paper. When a customer signature is obtained using signature capture pad 76, such as shown in FIG. 9, a hard copy work order on digital paper 912 is placed on signature capture pad 76 such that the signature line is below the signature location on signature capture pad 76. The signature is then captured by the signature capture board 76 and placed in scalable vector graphics, bitmap, or other image format.

When a customer signature is captured using the digital pen 78, a hard copy of the work order on the digital paper is provided to the customer along with the digital pen 78, such as shown in FIG. 10. The digital pen 78 communicates with the handheld device 14 and transfers the signed scalable vector graphics, bitmap, or other image file to the handheld device 14 in a manner similar to the way the signature capture board 76 transfers the signed scalable vector graphics, bitmap, or other image file to the handheld device 14.

Regardless of which device captures the signature and sends it to the handheld device 14, the handheld device 14 wirelessly transmits an image in printed form (e.g., a work order or invoice) along with any variable data and/or signature added to the form and captured by the signature capture device 16. This information is wirelessly transmitted to the central computer 32 of the server 12, which generates and stores server images in the form of variable data and signatures 914.

In one embodiment of signature capture using the signature capture device 16, print-ready work orders are downloaded to each technician's handheld device 14 on a daily basis using a wireless network. The same work order file is downloaded to and stored on host computer 32 of server 12. For each work order in the task list generated for the current day, the technician electronically receives the work order. The technician then prints each work order separately at the various job sites using the processing device 18, rather than receiving a batch of pre-printed work orders each morning. Once the customer signature is captured with signature capture device 16, signature capture device 16 sends the signed image to handheld device 14. The handheld device 14 sends the signed image to the central server 32 of the server. The signature is matched to the appropriate work order previously downloaded to the central computer of the server 12 in a print file format. The central computer 32 then generates an image in the form of variable data and a signature 914. This server image in the form of variable data and signature 914 is then stored on the central computer of server 12 and can be used for viewing and printing as needed. In one embodiment, the central computer 32 on the server 12 runs the EXPEDATA service, which facilitates the generation and modification of print files and server images in the form of variable data and signatures 914. Those skilled in the art will appreciate that other software may be run on the central computer 32 on the server 12 to facilitate the generation of the print file 910 and the server image file in the form of the variable data and signature 914.

For example, a method 1110 for providing location-based content delivery is shown in fig. 11-25. Referring now to FIG. 11, from the perspective of a high-level field process flow, a method 1110 of providing location-based content delivery may be subdivided into a prescheduling process 1112, a core impact process 1114, and a post-registration process 1116. The pre-scheduling process 1112 includes scheduling routes 1210, which includes scheduling commands 1212 and route scheduling commands 1214. After completing the routing step 1210, the route is sent to the handheld device 1118. Although not specifically shown in the high-level process flow diagram, the prescheduling process 1112 includes a picking process in which the parts required to complete the order are removed from the inventory and are ready to be loaded onto the technician's vehicle, generating a registration/settlement ("CICO") slip, and other existing processes implemented by the location-based content delivery service provider.

After the route is sent to the handheld device 14, the route may be viewed at any time during the core impact process 1114 and, thus, routed to the handheld device 14 prior to the login step 1310 or the record time to work step 1410. When the technician starts his work day, he performs a login step 1310 on the hand-held device 14 to access the information wirelessly transmitted to the hand-held device 14. After the login step 1310, the technician may proceed to record the time to work step 1410. After the record commute time step 1410, the technician performs a settlement step 1500, which includes a registration step 1510 and a settlement 1610 for the course of the day. During the settlement step 1500, the parts 1120 picked during the prescheduling process 1112 to complete the work orders 1122 routed to the handheld device 14 are provided to the technician. Meanwhile, the manifest and the registration/settlement sheet are provided to the technician so that he can perform various settlement steps 1500. After the settlement step 1500, the technician performs a complete services step 1700.

In performing the completion services step 1700, the technician performs: technician advance call 1710, completion service process 1810, part validation process 1910, payment process 2010, and route end point process 2110. During the complete service step 1700, the electronic work order is remotely printed, the electronic signature is captured and the remote part change is specified. The technician also electronically changes the status of the work order, performs electronic recording of the work hours on-duty and recording of the work hours off-duty (e.g., during lunch breaks), and performs remote credit card transactions by capturing credit card information and obtaining authorization, still at the job site. Once the service step 1700 is completed, a registration step 1510 is performed. During a registration step 1510, unused parts 1126 are returned to the warehouse or shuttle box and cash and check payments are made in step 1128. After registration, a record off-hours step 2210 is performed.

Because there are no pre-printed work orders, and the work orders are given to the technician as the technician leaves the location-based content delivery service provider's warehouse or shuttle box, additional or additional work orders may be sent to the handheld device 14 at any time during the core impact process 1114. Fig. 23 shows an add work order or an additional work order received before settlement, and fig. 24 shows a flow of processing when an add work order or an additional work order is received after settlement. Once the core impact process 1114 is complete, a post registration process 1116 is performed. Post-registration process 1116 includes an end of day step 1130. The end of day step 1130 includes: checking invoice and document work, and performing bank settlement.

Some of the major steps in the advanced field process flow 1110 will be described in more detail below with respect to fig. 12-24.

For example, as shown in FIG. 12, the routing step 1210 includes a dispatch work order step 1212. In a particular embodiment of the method of providing location-based content delivery 1110 involving providing automotive glass replacement and repair services, the dispatch work order step 1212 is completed by a sales representative or dispatcher who enters information regarding the customer, the type of automobile, any insurance coverage, damaged automotive glass, and the location, date, and requested time at which the service should be performed in a host computer, such as the electronics center 32 of the server 12 or the application server 38. The dispatcher then enters a work order from the central computer (indicated in the figure by the initials "GTS") into the router 34 (indicated in the figure by the symbol "S3") in step 1214. Then, the GTS outputs the work order to the router 34 and changes the status of the work order to be output in step 1216. Router 34 then optimizes the work orders and places the work orders in route order and changes the status of the work orders to optimized in step 1218. The router 34 then outputs the work order to the technical system in step 1220. The technical system changes the status of the work order to routed in step 1222. The dispatcher accessing the technical system then prints the manifest and the registration/settlement statement, if necessary, in step 1224. Thus, a work order manifest is created for each technician stored in the technical system that includes a list of work orders. Alternatively, if the router 34 is not available to automatically optimize the distribution of work orders to generate routes for individual technicians, the dispatched work orders may be sent to dispatchers who may use pruning or discarding in the technical system to manually route the work orders and then automatically create a manifest for each driver.

After the routing step, such as shown in FIG. 11, a manifest is electronically distributed to the hand-held devices 14 of the appropriate technicians in step 1118, wherein the manifest includes a list of work orders to be performed by each technician. Thus, after the login step 1310 and throughout the core impact process 1114, each technician's manifest may be viewed on the handheld device 14. Although shown in FIG. 11 as occurring only once per day before the recorded work hours, the login step 1310 may be performed at any time throughout the day if the technician does not wish to have the mobile asset management program run. In this way, the technician will log into the handheld device and mobile asset management software each time the vehicle is entered before recording the time of day, including the time of day of the work, so that he can track the usage of the company's property at all times. Thus, in step 1320, the technician enters the vehicle on a weekday and opens the handheld device 14, such as shown in FIG. 13.

The technician then logs into the hand-held device at step 1322. The login step 1322 may include entering a password associated with the technician. Once the technician logs into the handheld device 14 at step 1322, the handheld application begins capturing GPS information at step 1324. In step 1326, the GPS information is wirelessly transmitted to the technology system from time to time or continuously. By shutting down the mobile asset management software, the technician may stop sending GPS data to the technical system. After logging into the hand-held device 14, in the illustrated embodiment, the technician is provided with an opportunity to agree to use the policy in step 1328. If the technician chooses not to agree to the use policy, then in step 1327 the hand-held device logs the technician out of the mobile asset management application. A protocol may be included in the usage strategy by which the technician states that the hand-held device and any cellular telephone provided to the technician cannot be used while driving. This may be particularly valuable when the device 10 is used in an illegal state where the engine vehicle is operated while using a cellular phone.

If the technician agrees to use the policy, then in step 330 the technician may view the entries in the to complete list representing the manifest generated during the routing step on the handheld screen 14. Typically, in the illustrated embodiment, the to-do list will include a list of work orders to be executed in a prioritized order. The technician may then utilize the menu screen on the handheld device to obtain additional information relating to the work order, including the customer name, customer telephone number, vehicle location, and may access a sequential indication of the vehicle location based on the current location specified by the GPS signal sent to the technical system, for each work order to be performed. After logging in, the technician then arrives at the next location, which may be the first installation location or a warehouse or other drop box if his truck has the appropriate parts on it, in step 1332.

Upon arrival at the first location to perform work for the day, the technician completes the log hours on duty process. In one particular embodiment of performing the login step 1310, the technician opens the hand-held device 14 and enters a password using an alphanumeric keypad on the hand-held device 14. The technician clicks on the mobile asset management application icon to initialize the mobile asset management software running on the memory of the handheld device 14. When the usage protocol occurs, the technician clicks on the "OK" icon and is then able to view the to-do list representing the work orders in the manifest assigned to them. After reaching the first location required to implement the technician's to complete list, a record time on duty step 1410 is performed. For example, as shown in FIG. 14, in step 1420, record working hours step 1410 is performed at the beginning of the start time of day. In one particular embodiment, step 1420 is performed by clicking on an entry in a menu displayed on the screen of the handheld device 14 that includes an icon stating "record hours on duty" when the technician is currently finished recording the hours on duty, and includes an icon "record hours on duty" after the technician records the hours on duty. Once the time-to-work icon is clicked, handheld device 14 captures data relating to time and GPS location when the time-to-work icon is clicked in step 1430. The time and GPS data is then wirelessly transmitted to the technical system in step 1440. The technical system stores the time and GPS data and uses the time and GPS data to track the technician's daily on-duty and off-duty hours. In one embodiment, once the technician clicks on the record hours on duty and/or record hours off duty option, a dialog box appears on the handheld device 14 asking the technician to confirm the operation before the record hours on duty and/or the record hours off duty event actually occurs.

Although typically not immediately following the record working hours step 1410, the settlement step 1500 is performed, for example, as shown in fig. 15. If the technician has vehicle inspection forms 1520, cash and checks 1530, and unused parts 1540 from the previous day, they choose to view the list of work orders being inspected in step 1550. In step 1560, the handheld device 14 displays a list of work orders for the registration process. As part of the registration task, in step 1570, the money and parts are reconciled with the registration/settlement table printed in step 1565. If all the entries match, settlement processing 1610 is performed. If the entries do not match, then comments are added to the check-in/settlement form and the technical system is updated according to any changes in step 1580. Although shown in fig. 11 as occurring as part of the settlement process 1500, the registration step 1510 may be performed at different times of day. Some technicians may complete the registration step 1510 at the end of the day before recording the off-hours, and sometimes the technician will complete the registration step 1510 the next morning after recording the on-hours. Some technicians will also complete the registration step 1510 remotely at the shuttle box or other location where there is no correlation to registration.

The settlement step 1610 occurs before the technician leaves the location where they started their business day. Partial settlement process 1610 may also occur during the course of a day if the technician needs to return to pick additional parts. Since the handheld device 14 has downloaded the work order information in electronic form in the order it is supposed to be done, the handheld device 14 will be able to display a hypothetical list of parts based on existing work orders stored on the handheld device 14. If a work order is deleted from handheld device 14, the relevant part associated with the deleted work order is deleted from the list of parts stored on handheld device 14. In one particular example, the information included in the work order information is a customer name, a work name, a customer phone number, vehicle identification information, parts required to complete the work, and any other information required to create a checklist.

During the settlement process 1610, if the system is available, then the check-in/settlement ticket is printed in step 1620, as shown, for example, in FIG. 16. In addition to printing the check-in and statement, if the system is then available, a copy of all work orders and the manifest is printed out in step 1630 instead of using the information obtained from the handheld device 14. The technician then selects a view of the list of work orders being settled at step 1640. In step 1650, the handheld device 14 displays the list of work orders during the settlement process. In step 1650, the technician confirms the work order displayed on the handheld device 14 by means of the physical part. In step 1660, the physical part is compared to the printed check-in/statement. In step 1670, the annotations are added to the check-in/statement and the technical system is updated according to the changes. In step 1680, the parts removed from inventory and set aside as part of the pre-schedule process 1112 are loaded onto a truck. Other materials needed for the day are collected in step 1690. In a glass installation embodiment, these other materials may include additional stores 1691, warranty/repair time documentation 1692, vehicle inspection forms 1693, and door spring hangers 1694. Those skilled in the art will appreciate that the list of required materials will be different when method 1100 is utilized to support other outfield services. If it is time of weekly checks, then in step 1695 the supervisor will check the vehicle to verify mileage, identification indicia, and other information. After the vehicle inspection is completed, or if it is not auto inspection time, the technician goes to the complete service step 1700.

For example, as shown in FIG. 17, one step included in the complete services step 1700 is a technician call ahead step 1710. The technician may perform a technician call ahead step 1710 to confirm the appointment and the work to be completed by the customer. The technician advance call step 1710 may be performed at different times depending on the technician's work day. Since the technician call-ahead step 1710 is preferably performed before the morning exit begins the first work order, the technician call-ahead step 1710 will be described herein as the first step toward the completed service step 1700.

The foregoing description has referred to and the following description will refer to some items displayed on the display of the handheld device 14. The display on the display screen of the handheld device 14 is generated by mobile asset management software running on the handheld device 14. The portion of the mobile asset management software running on the handheld device 14 will display the mobile asset management icon on the display of the handheld device 14 in addition to other icons typically displayed on the initial screen of the handheld device 14. Upon activation of the MRM icon, the display screen of the hand-held device 14 prompts the technician to log in. Once logged in, the MRM causes the handheld device 14 to display screen content including: to complete the list and the technician's current recorded time-to-work/recorded time-to-work status. By clicking on an icon indicating their current status, the technician's current recorded time-to-work/recorded time-to-off status may be changed. Once clicked on the icon, a confirmation dialog is displayed requesting confirmation of its recorded hours on duty/recorded hours off duty status that the technician desires to change. The to-do list includes all work lists given in a prioritized manner that indicate the number of jobs to be done, the date the job is to be performed, the location where the job is to be performed, and the current status of the job.

By clicking on the designated work in the to-do list, a work detail screen is generated, including work detail tabs and part tabs. The job details tab causes a screen to be displayed with information about a job to be performed. In a glass repair embodiment, the information included on the work detail screen may include the customer name, work type, address, time and location available for the vehicle, model, color and age of the car, instructions on how to access the vehicle to be obtained, contact phone number, the customer's home and work phone numbers, the quantity to be collected, labor and materials costs, and/or reducible quantities and menus. The menu includes: a start work icon that changes the state of work from send out ("RO") to in process ("IP"); the end job icon, which changes the status of the job from IP to job complete ("JC"). The activation system in turn instructs the functions and generates an instruction icon for the work instruction screen, a work detail part label to switch to the part label screen, a hidden menu option, a select option, and a close option. The work detail part tab screen displays a list of part numbers, prices, and descriptions for each part to be utilized in completing the work. The start work screen also allows an authorized copy of the user's customer signature to be printed out prior to starting work. Each job icon also activates the processing device 18 to allow for receipt of print and credit card information processing.

Once the login enters the MRM process, the to-do list is displayed on the handheld device 14. The to-do list shows a high level summary of the work that the technician is expected to do that day. The pop-up message will alert the technician that a new work order has been added to or modified on their to-do list. Clicking on the to-do list allows the work order details to be displayed on the handheld device 14 when the technician's status indicates that they are finished recording the work hours.

When the technician performs the technician advance call step 1710, the technician calls the customer 1720 using a speakerphone or headset connected to the handheld device 14. Customer call information is available on the handheld device 14 via the job details screen. Thus, using a speakerphone or headset allows the technician to view the handheld screen while on the phone. In step 1730, the technician selects to view the list of work orders and, in step 1740, the list of work orders is displayed. After completing one or more advance calls, such as shown in FIG. 18, the technician begins a complete service process 1810.

In step 1812, the technician arrives at the work site. Prior to arriving at the work site, the technician may access the turn instructions using the instruction menu buttons displayed on the screen of the handheld device 14 in connection with the work order they are performing. If the vehicle is available for work and the correct part is available, the technician completes the inspection form in step 1814. If the vehicle or part is not available, the technician calls the dispatcher in step 1816 to report that the work cannot be completed and changes the status of the work to dispatch in the technical system in step 1818. When the vehicle is available and the correct parts are available and the vehicle inspection form is completed in step 1814, the technician then clicks on the view screen in step 1820 to log in customer information. This causes the handheld application to display a customer information entry screen in step 1822. The technician then collects the on-site customer information in step 1824.

1824 collecting on-site customer information may include viewing a vehicle identification number of the vehicle to be serviced and entering that information into the handheld device 14. If there is a data connection, the client information entered into the handheld device 14 is sent to the technical system of the server 12 in step 1826. Otherwise, the data is saved locally on the handheld device 14 in step 1828 and automatically sent back to the technical system of the server 12 when the handheld device 14 comes within transmission range. In step 1830, after the on-site customer information is collected, the technician clicks to print the work order. In step 1832, handheld printer 28 of processing device 18 prints the job command. In step 1834, the work order is provided to the customer for signing in an electronic signature. If, in step 1836, handheld device 14 detects that signature capture device 16 has captured a customer signature indicating pre-authorization, then, in step 1838, the handheld device automatically modifies the work order status to in-process (IP). If a data connection is available, the status of the work order is updated in the technical system in step 1840. If a data connection is not available, the data is saved locally at step 1842 and automatically sent back when the handheld device 14 is in range.

Upon receiving the customer's signature on the work order, the technician completes the installation and other work indicated on the work order in step 1844. Of course, it is assumed here that the installation is able to be completed. If the installation cannot be completed, the technician notes on the vehicle checklist the reason for the failure to complete the work order in step 1846. This information is then sent to the dispatcher to report that the work cannot be completed in step 1816, and the work order status is changed to dispatched in step 1818. In the glass installation embodiment, if the work order can be completed, the technician collects the polyurethane lot number using the handheld application 14 in step 1848. If a data connection is available, the polyurethane batch is sent to the technical system of the server 12 via the handheld device 14 in step 1850. Otherwise, in step 1852, the polyurethane batch is saved locally on the handheld device 14 and automatically sent back to the technical system of the server 12 when a data connection becomes available.

In one particular embodiment, the MRM program running on the handheld device 14 will require the technician to enter the vehicle identification number at the job site in each case. Alternatively, if the information on the work order has been completed, the VIN is verified. Such input or confirmation is also required for the license number and license status and mileage.

After the installation is complete and information is collected from the customer, such as shown in FIG. 19, the technician performs a part validation process step 1910 to determine the parts used in the installation process. In step 1920, part validation process 1910 is initiated by the technician clicking on the handheld device 14 to begin a part use validation. If the technician has used all of the parts on the work order in completing the work, the technician indicates that all of the parts have been used in step 1922. If certain parts are not used, such as the mold in the case of glass mounting, it is confirmed whether a variable mold is used, and if so, the hand-held application indicates that a variable mold is used in step 1924. If there is no mold on the work order and there is another part to inspect, then in step 1926, the handheld application indicates that the part was used if it was used. If a part is not in use, the part is deleted from the work order in step 1928. If there is a data connection available, whenever a part is not in use, then in step 1930 the handset 14 sends information to the technical system of the server 12 to refresh the work order based on price changes. If a data connection is not available, the data is saved locally in step 1932 until it is returned to within range. When a data connection is not available, in step 1934, the work order and description indicating that the price is incorrect must be printed out and an updated work order provided to the customer. If a connection is available, then the technical system of the server 12 wirelessly transmits the updated part and price list work orders to the handheld device 14 in step 1938.

Once all parts are confirmed, the technician again reviews the customer documentation including items such as warranty and warranty time in step 1940. If there is a part change, then the technician obtains another customer signature for the part change in step 1936. Similar to the first signature obtained, the signature is obtained on the signature capture device 16 and the image is sent to the handheld device 14. The technician then requests payment for the services provided.

After performing part validation process 1910, the technician performs a payment process 2010, such as shown in FIG. 20, in an attempt to obtain payment from the customer. In step 2012, the technician enters an option to proceed with the payment process. It is then determined whether the customer is paying in cash. If the customer pays in cash, then in step 2014, the cash amount is entered into the handheld device 14. If the cash amount matches the desired total, then the technician marks the payment as complete in step 2016. If the cash amount does not match the desired total, a determination is made as to whether the customer paid by check. If so, the technician writes the driver's license plate number, LPN, and work order number on the check in step 2018. The technician then enters the check amount into the handheld device 14 in step 2020, and the check number into the handheld device 14 in step 2022. If the total amount paid by the check alone and/or in combination with cash equals the desired total amount, the technician marks the payment as complete in step 2016. If the total amount paid by the check alone or in combination with cash does not match the desired total amount, then in step 2024, a determination is made as to whether the customer is to pay using a credit card.

If the customer chooses to pay with a credit card, then in step 2026, a credit card swipe is made through the credit card slot 24 using the processing device 18. If a data connection is available, then in step 2028, the information captured by the processing device 18 and transmitted to the handheld device 14 is wirelessly transmitted for credit card payment authorization. If authorized, the technician marks the payment as complete in step 2016. If no data connection is available, credit card information is saved and issued for authorization when a connection becomes available. If authorization is not received, then processing device 18 indicates that payment is not authorized in step 2030. If the credit card is not authorized, the technician again asks the customer if they would like to pay with cash, and if not, then they would like to pay with a check. Once the payment process is marked as complete 2016, the handheld application automatically changes the status of the work order to complete 2032.

The technician then clicks on the icon on the handheld device 14 to print a payment receipt at step 2034. The receipt is then added to a set of printed documents and delivered to the customer at step 2036. The set of printed documents may include additional information such as warranty information, warranty time information, and other details required by law. If there is another work order to complete after the receipt is given to the customer, a complete service step 1810 is performed with respect to the next work order on the to complete list. If there is no other work order to complete, the route end processing 2110 begins.

For example, as shown in FIG. 21, during the route end step 2110, when the technician has completed all the work he is going to complete on the day in step 2112, the technician selects to view a list of work orders on the screen of the hand-held device 12 in step 2114. If all work orders are completed, the technician clicks an icon to print a daily work report, if necessary, in step 2120. When all of the work on the day has been completed, if the technician has not completed all of the work orders, then in step 2116, the technician calls the dispatcher to adjust the incomplete work orders. In step 2118, the dispatcher changes its status in the technical system by rescheduling any outstanding work orders.

For example, as shown in FIG. 22, once the route end step 2110 is complete, a record off-hours process 2210 is performed. In step 2212, the technician clicks on the current record hours on/record hours off status icon to change the status to not record hours off. If all work orders are complete, the technician records the time of day on the handheld device 14 in step 2214. If all work orders have not been completed, the technician is alerted by a message on the screen of the handheld device 14 indicating that there are unfinished work orders that must be adjusted in step 2216. Then, in step 2218, the technician calls the dispatcher to adjust the incomplete work orders. In step 2220, the dispatcher changes the status of the outstanding work orders in the technical system by rearranging or canceling the work orders. For example, as shown in FIG. 11, the technician may return to the warehouse to complete the registration process 1510 before proceeding with the record off-hours process 2210.

For example, as shown in FIG. 23, at any time during the work day, the technician may receive an add work order or an additional work order. If the dispatcher schedules an added work order and the technician does not complete the settlement step 1500, the dispatcher routes the work order to the technical system at step 2310. The dispatcher then sends a work order to the technician's hand-held device 14 at step 2312. At step 2314, the handheld device 14 receives a work order. In step 2316, the dispatcher prints the updated check-in/settlement ticket. At step 2318, the updated check-in/statement is sent to the person who completed the settlement task and to the warehouse staff at step 2320. Then, in step 2320, the warehouse worker prints a pick ticket and picks the parts necessary to complete the work order. The add work order 2322 arranged for the technician who has not completed the settlement in the building must be accepted before the technician completes the settlement in order to perform the add work order process shown in fig. 23.

If the technician is already on-site and an add work order 2410 is received for the technician, the dispatcher enters instructions as to where to take the part in step 2412. The dispatcher then routes the work order in step 2414 and sends the work order to the appropriate technician's handheld device 14 in step 2416. The technician's hand-held device 14 receives a new work order in step 2418. The dispatcher prints the updated registration/settlement table in step 2420 and transmits the updated registration/settlement table to the person who completed the settlement task in step 2422 and transmits the updated registration/settlement table to the warehouse worker in step 2424. The warehouse worker picks the part and creates a print ticket at step 2426. When a new work order is received by the handheld device 14 in step 2418, the to-do list is automatically reprioritized and a pop-up message may be provided indicating to the technician the new work order assigned to the to-do list. Accordingly, the disclosed method and apparatus modifies the technician implementation process according to the prior art technician implementation process described in the background and summary sections of the present application and illustrated in FIGS. 28 through 30.

Thus, referring to FIG. 25, a daily start part 2510 of the technician implementation process steps is performed by the technician using the handheld device 14 to remotely record the work hours in step 2512. After remotely recording the work hours, the technician views the electronic route and work orders for the current day in step 2514. If it is determined that the part is needed for the first task based on the view work order, the technician arrives at the warehouse to acquire the part in step 2516. The technician then confirms all parts to be received from the warehouse at step 2520. The warehouse creates a list of the items of the transaction from the warehouse to the technician in step 2522. Preferably, the transaction list is entered into the technical system of the server 12. The technician then ensures that the required parts are loaded onto the truck and leaves the warehouse to begin the work route in step 2524. If after viewing the route and work order, the technician determines that no parts are needed for the first task, the technician begins the work route from the recorded work hour location in step 2518. The technician then completes the daily start portion 2510 where the technician implements the process steps and proceeds to the technician implements the complete work order portion 2610 of the process steps.

Referring to FIG. 26, the technician initiates a complete work order section 2610 in which the technician performs the process steps by completing the customer advance call step 2611. The technician then changes the status of the first work order to be completed to in-process ("IP") using the handheld device 14 in step 2612, and completes the advance call step before that. If the vehicle or the correct parts needed to complete the work order are not available, the technician remotely updates the status of the work order in step 2614 to indicate that the work is no longer proceeding and cannot be completed. The work status update is remotely transmitted from the handheld device 14 to the technical system of the server 12 so that the dispatcher can access the technical system to reroute the work order. If there are additional work orders on the technician to complete list, the technician loops back to the complete customer advanced call step 2611 for the additional work orders. If the vehicle and correct parts are available, then the technician completes the installation and repair in step 2616. After completing the installation and maintenance on the work order, the technician electronically completes the work completion administration task in step 2618. The tasks included in step 2618 may include such things as collecting customer signatures, payments, capturing data required to close work orders, such as car identification numbers and credit card information. The technician then uses the handheld device 14 to remotely change the status of the work order to "work complete" in step 2620. Further, if there are additional work orders and the technician has not completed the hours of work specified for the day, the technician again begins the complete work orders section 2610 in which the technician implements the process steps. Also, the technician is automatically alerted when the assignment is not the additional work order originally assigned to the to-do list. The route is optimized to reduce the number of trips to the warehouse in time and to minimize the miles to be traveled to complete the remaining work in time. Each time a work order is completed, the inventory is automatically updated.

Referring to FIG. 27, upon completion of the completion work order section 2610 of the technician implementation process step, a workday end section 2710 of the technician implementation process step is executed. Initially, the technician determines whether a return to the warehouse is required, for example, to return unused parts or payments that cannot be processed electronically. If a return to warehouse is required, the technician returns to warehouse in step 2712. At the warehouse, the technician returns unused parts and the warehouse inspects the unused parts in step 2716. Similarly, assuming the technician collects cash or checks paid to complete the work order, the money is collected in step 2718. After returning the parts or payment, the technician remotely records the time of day off duty at the warehouse using the handheld device 14 in step 2714. If the technician does not need to return to the warehouse, then in step 2714, the technician may use the hand-held device 14 to remotely record the time of day of the work out at the last work order location or at some other protocol location.

Although the invention has been described in detail with reference to certain exemplary embodiments thereof, other versions are possible, and are described by way of non-limiting examples of the invention. In addition, many design choices are within the scope of the invention, some of which have been discussed above. It is believed that various other modifications and changes will be apparent to those skilled in the art and are intended to be included within the spirit and scope of the invention as defined by the appended claims.

The claims (modification according to treaty clause 19)

1. An apparatus for providing location-based content delivery, comprising:

a server located at a first location, the server comprising a memory and data stored in the memory, the data pertaining to a plurality of service requests at locations other than the first location;

a handheld electronic device configured to communicate with the server via a wireless network to receive data regarding the plurality of service requests, store data in a database located at the device that reflects services provided by making updates, and transmit data regarding services provided to update the data stored in the memory; and

a processing device communicatively coupled to the handheld device.

2. The device of claim 1, wherein the processing device is configured to automatically capture information about an account represented by a credit card and transmit the information to the handheld device.

3. The device of claim 2, wherein the processing device is configured to swipe a credit card in a credit card capture device.

4. The device of claim 2, wherein the processing device is configured to print a file from a printer, and wherein the file so printed includes information reflecting data stored in the memory.

5. The device of claim 1, wherein the processing device is configured to print a file from a printer, and wherein the file so printed includes information reflecting data stored in the memory.

6. The device of claim 1, further comprising a signature capture device communicatively coupled to the handheld electronic device, configured to capture signed electronic image files and convert the electronic image files into a data format for transmission to the handheld electronic device as data for transmission to the server.

7. The device of claim 6, wherein the processing device is configured to automatically capture information about an account represented by a credit card and to communicate the captured information to the handheld electronic device.

8. The device of claim 7, wherein the handheld electronic device is communicatively coupled to a credit card authorization server and is configured to wirelessly receive authorization information from the credit card authorization server based on wirelessly transmitting the captured information to the credit card authorization server.

9. The device of claim 8, wherein the processing device is configured to swipe a credit card in a credit card capture device.

10. The device of claim 6, wherein the processing device is configured to print a file from a printer, and wherein the file so printed includes information reflecting data stored in the memory.

11. The device of claim 6, further comprising a location information receiving device configured to display location information on a screen of the handheld electronic device.

12. The device of claim 11, wherein the location information displayed on the screen of the handheld electronic device comprises: an indication to a location other than the first location of the server at which to perform a service request to store data in the memory.

13. The device of claim 12, wherein the handheld electronic device transmits data regarding the location of the handheld electronic device to the server.

14. The device of claim 13, wherein the location information receiving device is implemented by the handheld electronic device.

15. The device of claim 14, wherein the location information receiving device comprises a GPS transceiver configured to receive signals from and transmit signals to a global positioning satellite system.

16. The device of claim 1, wherein data is communicated between the server and the handheld electronic device in XML format.

17. The device of claim 6, wherein the signature capture device transfers the electronic image file to the handheld electronic device using a bluetooth connection.

18. The device of claim 17, wherein the electronic image file is transmitted in an image file format.

19. The device of claim 18, wherein the electronic image file is transmitted in a scalable vector graphics format.

20. A method for providing location-based content delivery at a job site outside of a service provider location, comprising:

providing a technician with a handheld electronic device;

remotely recording the time of day to the technician using the handheld electronic device;

remotely recording the technician's off-hours using the hand-held electronic device;

transmitting (1118) a work order to the handheld electronic device;

viewing the work order on the handheld electronic device (1330, 1730);

electronically capturing customer information at the handheld electronic device at a job site; and

transmitting the captured customer information to a server accessible at the service provider location.

21. The method of claim 20, further comprising electronically capturing a signature of a customer at the job site.

22. The method of claim 21, further comprising transmitting the captured customer signature to a server accessible at the service provider location.

23. The method of claim 20, further comprising remotely wirelessly updating the work order status by the handheld electronic device on a server accessible at the service provider location.

24. The method of claim 22, further comprising re-prioritizing work orders in real-time by sending the re-prioritized work orders to the handheld electronic device.

25. The method of claim 20 further comprising obtaining real-time location information about the technician at the service provider location via a location technology coupled to the handheld electronic device.

26. The method of claim 20, further comprising printing a document about the work order at the job site for delivery to the customer.

27. The method of claim 20, further comprising recording payment at the job site on the handheld electronic device.

28. The method of claim 27, further comprising wirelessly transmitting information about the recorded payment to a server accessible at the service provider location.

29. The method of claim 20, further comprising invoicing a customer at the job site using the handheld electronic device.

30. The method of claim 20, further comprising wirelessly transmitting the sequenced work orders to the handheld electronic device.

31. The method of claim 24, wherein the work orders are electronically transmitted to the handheld electronic device in real time using CDMA or CDPD or GSM, the work orders having been prioritized according to completion needs.

32. The method of claim 26, wherein the document is printed using the handheld electronic device and a printer in wireless communication with the handheld electronic device.

33. The method of claim 20, further comprising capturing VIN (vehicle identification number), mileage, and license plate information for a customer's vehicle with the handheld electronic device.

34. The method of claim 33, further comprising wirelessly transmitting, with the handheld electronic device and without intervention, the captured VIN (vehicle identification number), mileage, and license plate information to a server accessible at the service provider location.

Claims (34)

1. An apparatus (10) for providing location-based content delivery, comprising:

a server (12) located at a first location, the server (12) comprising a memory and data stored in the memory, the data pertaining to a plurality of service requests at locations other than the first location;

a handheld electronic device (14) configured to communicate with the server (12) via a wireless network (22) to receive data regarding the plurality of service requests and to transmit data regarding a service providing the data for updating stored in the memory; and

a processing device (18) communicatively coupled to the handheld device (14).

2. The device (10) of claim 1, wherein the processing device (18) is configured to automatically capture information about an account represented by a credit card and transmit the information to the handheld device (14).

3. The device (10) of claim 2, wherein the processing device (18) is configured to swipe a credit card in a credit card capture device (24).

4. The device (10) of claim 2, wherein the processing device (18) is configured to print a file from a printer (28), and wherein the file so printed includes information reflecting data stored in the memory.

5. The device (10) of claim 1, wherein the processing device (18) is configured to print a file from a printer (28), and wherein the file so printed includes information reflecting data stored in the memory.

6. The device (10) of claim 1, further comprising a signature capture device (16) communicatively coupled to the handheld electronic device (14) configured to capture signed electronic image files and convert the electronic image files into a data format for transmission to the handheld electronic device (14) as data for transmission to the server (12).

7. The device (10) of claim 6, wherein the processing device (18) is configured to automatically capture information about an account represented by a credit card and to communicate the captured information to the handheld electronic device (14).

8. The device (10) of claim 7, wherein the handheld electronic device (14) is communicatively coupled to a credit card authorization server (74) and is configured to wirelessly receive authorization information from the credit card authorization server (74) based on wirelessly transmitting the captured information to the credit card authorization server (74).

9. The device (10) of claim 8, wherein the processing device (18) is configured to swipe a credit card in a credit card capture device (24).

10. The device (10) of claim 6, wherein the processing device (18) is configured to print a file from a printer (28), and wherein the file so printed includes information reflecting data stored in the memory.

11. The device (10) of claim 6, further comprising a location information receiving device (20) configured to display location information on a screen of the handheld electronic device (14).

12. The device (10) of claim 11, wherein the location information displayed on the screen of the handheld electronic device (14) comprises: an indication to a location of the server (12) other than the first location, at which a service request to store data in the memory is performed.

13. The device (10) of claim 12, wherein the handheld electronic device (14) transmits data regarding the location of the handheld electronic device (14) to the server (12).

14. The device (10) of claim 13, wherein the location information receiving device (20) is implemented by the handheld electronic device (14).

15. The device (10) of claim 14, wherein the location information receiving device (20) comprises a GPS transceiver configured to receive signals from and transmit signals to a global positioning satellite system.

16. The device (10) of claim 1, wherein data is communicated between the server (12) and the handheld electronic device (14) in XML format.

17. The device (10) of claim 6, wherein the signature capture device (20) transfers the electronic image file to the handheld electronic device (14) using a bluetooth connection.

18. The device (10) of claim 17, wherein the electronic image file is transmitted in an image file format.

19. The device (10) of claim 18, wherein the electronic image file is transmitted in a scalable vector graphics format.

20. A method for providing location-based content delivery at a job site outside of a service provider location, comprising:

providing a technician with a handheld electronic device (14);

remotely recording the time of day (1410) to the technician with the handheld electronic device (14);

remotely recording a time off duty (2210) to the technician with the hand-held electronic device (14);

transmitting (1118) a work order to the handheld electronic device (14);

viewing the work order (1330, 1730) on the handheld electronic device (14);

electronically capturing customer information (1824) at a job site on the handheld electronic device (14); and

transmitting (1826) the captured customer information to a server (12) accessible at the service provider location.

21. The method (1110) of claim 20 and further comprising electronically capturing (1836) a customer's signature at the job site.

22. The method (1110) of claim 21 and further comprising transmitting (1840) the captured customer signature to a server (12) accessible at the service provider location.

23. The method (1110) of claim 20 and further comprising remotely wirelessly updating (2612, 2620) the status of the work order by the handheld electronic device (14) on a server (12) accessible at the service provider location.

24. The method (1110) of claim 22 and further comprising re-prioritizing work orders in real-time by sending re-prioritized work orders to the handheld electronic device (14).

25. The method (1110) of claim 20 further comprising obtaining (1326) real-time location information about the technician at the service provider location via a location technology coupled to the hand-held electronic device (14).

26. The method (1110) of claim 20 and further comprising printing a document (1832) on the job command at the job site for delivery to a customer.

27. The method (1110) of claim 20 and further comprising recording payment (2016) on the handheld electronic device (14) at the job site.

28. The method (1110) of claim 27 and further comprising wirelessly transmitting (2032) information regarding the recorded payment to a server (12) accessible at the service provider location.

29. The method (1110) of claim 20 and further comprising invoicing (2034) customers at the job site using the handheld electronic device (14).

30. The method (1110) of claim 20 and further comprising wirelessly transmitting (2312, 2416) the sequenced work orders to the handheld electronic device (14).

31. The method (1110) of claim 24 wherein the work orders are electronically transmitted to the handheld electronic device (14) in real-time using CDMA or CDPD or GSM, the work orders having been prioritized according to completion needs.

32. The method (1110) of claim 26 wherein the document (1832) is printed using the handheld electronic device (14) and a printer (28) in wireless communication with the handheld electronic device (14).

33. The method of claim 20, further comprising capturing (1824) VIN (vehicle identification number), mileage, and license plate information for a customer's vehicle with the handheld electronic device (14).

34. The method of claim 33, further comprising wirelessly transmitting (1826), with the handheld electronic device (14), the captured VIN (vehicle identification number), mileage, and license plate information to a server (12) accessible at the service provider location without intervention.