Information processing device, information processing system, and information processing method

Abstract

To process tasks efficiently. [Solution] The request reception unit 350 receives request information regarding the request for work. The processing reception unit 352 receives processing information regarding the processing status of the work. The management unit 354 manages the progress of the work based on the request information and processing information. The management unit 354 manages whether or not the work falls under a specific type of work. Specific types of work include, for example, a returned-and-re-requested work where a work that was returned is resubmitted, or a request cancellation work where a work request is canceled.

Description

Technical Field

[0005] , ,

[0001] The present invention relates to an information processing apparatus, an information processing system, and an information processing method.

Background Art

[0002] Conventionally, for the purpose of improving the efficiency of operations in banks, a system has been adopted in which transaction processing operations occurring at each branch are centrally processed in a back office center (transaction processing center) in a batch. A plurality of requests for various transaction processing operations are sent to the back office center from a plurality of branches.

[0003] For example, Patent Document 1 below discloses a form data entry system having an entry terminal for performing a data entry operation for inputting entry data described in a form, and a data management server connected to the entry terminal for storing form image data and managing the progress of the data entry operation. The entry terminal displays a menu screen for displaying data indicating the progress of the data entry operation for each business, and an entry screen for performing a data entry operation for inputting entry data of the business selected on the menu screen.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0005] The types and statuses (such as "urgent", etc.) of transaction processing operations requested to the transaction processing center are diverse. The processing staff at the back office center determines the processing order of transaction processing operations based on the request content, but there is room for improvement in the prior art in quickly determining requests to be processed preferentially.

Means for Solving the Problems

[0006] A preferred embodiment of the present invention provides an information processing device comprising: a request receiving unit that receives request information relating to a request for work; a processing receiving unit that receives processing information relating to the processing status of the work; and a management unit that manages the progress of the work based on the request information and the processing information, wherein the management unit manages whether or not the work falls under a specific type of work.

[0007] A preferred embodiment of the present invention is an information processing system comprising a first terminal, a second terminal, and a management device, wherein the management device includes a request receiving unit that receives request information relating to a request for work from the first terminal, a processing receiving unit that receives processing information relating to the processing status of the work from the second terminal, and a management unit that manages the progress of the work based on the request information and the processing information, and the management unit manages whether or not the work falls under a specific type of work.

[0008] A preferred embodiment of the present invention provides an information processing method that receives request information relating to a request for work, receives processing information relating to the processing status of the work, and manages the progress of the work and whether or not the work falls under a specific type of work based on the request information and the processing information. [Effects of the Invention]

[0009] According to the present invention, tasks can be processed efficiently. [Brief explanation of the drawing]

[0010] [Figure 1] This is a schematic diagram showing the configuration of the information processing system 1 according to the embodiment. [Figure 2] This is a block diagram showing the configuration of back office server 32. [Figure 3] This is a schematic diagram showing the contents of the progress management database DB1. [Figure 4] This is a sequence diagram showing the flow of normal operations. [Figure 5A]It is a sequence diagram showing the flow of the physical possession business. [Figure 5B] It is a sequence diagram showing the flow of the physical possession business. [Figure 6A] It is a sequence diagram showing the flow of the foreign exchange business. [Figure 6B] It is a sequence diagram showing the flow of the foreign exchange business. [Figure 7A] It is a schematic diagram showing an example of the display of the large display 15. [Figure 7B] It is a schematic diagram showing another example of the display of the large display 15. [Figure 7C] It is a schematic diagram showing another example of the display of the large display 15. [Figure 8A] It is a schematic diagram showing an example of the business selection screen G11. [Figure 8B] It is a schematic diagram showing an example of the business processing screen G12. [Figure 9] It is a schematic diagram showing an example of the business confirmation screen G21. [Figure 10A] It is a schematic diagram showing the configuration of the information processing system 1A according to the first modification example. [Figure 10B] It is a schematic diagram showing an example of the display of the large display 15 in the first modification example.

Embodiments of the Invention

[0011] Hereinafter, preferred embodiments of the present invention will be described with reference to the accompanying drawings. Note that the dimensions or scales of each part in the drawings are appropriately different from the actual ones, and there are also parts schematically shown for easy understanding. Also, the scope of the present invention is not limited to these embodiments unless there is a description specifically limiting the present invention in the following description.

[0012] [Embodiment] [Overview of the Information Processing System 1] FIG. 1 is a schematic diagram showing the configuration of an information processing system 1 according to an embodiment. The information processing system 1 includes an off - office center 10, a plurality of branch offices 20 (20 - 1 to 20 - 3), and various devices arranged in a server room 30.

[0013] In this embodiment, it is assumed that the branch office 20 is a bank branch. The operations in the bank branch office 20 mainly include sales operations and clerical operations. The sales operations are, for example, operations in which employees of the branch office 20 receive customers and propose services to customers. Also, the clerical operations are, for example, operations such as checking documents related to account opening when a customer requests account opening or the like. The information processing system 1 is a system for the off - office center 10 to perform the clerical operations of the branch office 20 on behalf.

[0014] The off - office center 10 collectively receives clerical operations from a plurality of branch offices 20, and employees of the off - office center 10 (hereinafter referred to as "center employees") perform the clerical operations. Since center employees perform clerical operations professionally in the off - office center 10, operations can be carried out efficiently. Also, employees of the branch office 20 (hereinafter referred to as "branch - office employees") can allocate time to sales operations by entrusting clerical operations to the off - office center 10. Therefore, it is possible to improve the service to customers by branch - office employees or increase the customer - reception opportunities.

[0015] The off - office center 10 has a router 11, a center terminal 12, a scanner 13, a printer 14, and a large display 15. In FIG. 1, two center terminals 12, scanners 13, and printers 14 are shown respectively, but one or three or more center terminals 12, scanners 13, and printers 14 may be arranged in the off - office center 10.

[0016] Router 11 connects equipment within the back office center 10 to an external network. Center terminal 12 is an information processing terminal, such as a personal computer, used by center employees. Center terminal 12 has a business processing application installed for processing administrative tasks requested by sales offices 20. Center employees use the business processing application to perform administrative tasks. Center terminal 12 may also be referred to as an OA (Office Automation) computer. Scanner 13 generates image data showing the contents written on paper forms by scanning them. Printer 14 prints the contents shown in the image data onto paper or other media. In the back office center 10, printer 14 is used to print documents (forms, etc.) related to requested tasks.

[0017] The large display 15 displays information based on display control information transmitted from the display control unit 356 of the back office server 32, which will be described later. As will be described in detail later, in this embodiment, the large display 15 displays information indicating the administrative tasks that have been requested to the back office center 10.

[0018] For example, the router 11, the central terminal 12, the printer 14, and the large display 15 are interconnected via an information network such as a LAN (Local Area Network). Furthermore, the central terminal 12 and the scanner 13 are connected via USB (Universal Serial Bus).

[0019] The first branch office 20-1 has a router 21, a branch office terminal 22, a scanner 23, and a printer 24. In Figure 1, one branch office terminal 22, one scanner 23, and one printer 24 are shown, but two or more branch office terminals 22, scanners 23, and printers 24 may be installed in the first branch office 20-1.

[0020] The branch office terminal 22 is an information processing terminal, such as a personal computer, used by branch office employees. The branch office terminal 22 has a business request application installed for requesting administrative tasks from the back office center 10 and checking the processing status of those tasks. Branch office employees use the business request application to request administrative tasks and check the processing status of those tasks. Details of the router 21, scanner 23, and printer 24 are the same as those for router 11, scanner 13, and printer 14, so their explanation is omitted. In branch office 20, scanner 23 is mainly used to read forms related to administrative tasks. Printer 24 is mainly used to automatically print out details of document deficiencies, as described later.

[0021] Furthermore, the second branch 20-2 and the third branch 20-3 have the same equipment as the first branch 20-1. Also, although Figure 1 illustrates the three branches 20-1 to 20-3, the number of branches 20 may be four or more, or less than three.

[0022] The server room 30 contains a router 31, a back-office server 32, and backup data 33. The details of the router 31 are the same as those of the router 11, so the explanation will be omitted. The back-office server 32 centrally manages the administrative processing tasks requested by each branch office 20. Details of the back-office server 32 will be described later. In addition, the back-office server 32 stores the information stored in the storage device 322 as backup data 33 in an external storage device at predetermined times.

[0023] Next, we will explain the general flow of business requests in the information processing system 1. Unless otherwise specified, "business" hereafter refers to administrative tasks. Branch employees send business requests from branch terminals 22. The sent business requests are received by the back office server 32 and recorded in the progress management database DB1, which will be described later. The back office server 32 displays information about the requested business on the large display 15 of the back office center 10. The information about the business includes the total number of business requests to the back office center 10, identification information to identify each business, and the progress status of each business. If forms are used for the requested business, the back office server 32 prints the forms on the printer 14 of the back office center 10.

[0024] Center employees select tasks based on the display on the large screen 15 and execute those tasks using the center terminal 12. When a task is completed or when there are deficiencies in the documents and it needs to be returned, the center employees update the progress status of the task from the center terminal 12. When the processing status is updated, the update is reflected in the progress management database DB1. Branch employees use the branch terminal 22 to check the processing results and progress of the tasks they have requested.

[0025] [Back Office Server 32] Next, the details of the back office server 32 will be described. Figure 2 is a block diagram showing the configuration of the back office server 32. The back office server 32 includes a communication device 321, a storage device 322, and a processing device 323.

[0026] The communication device 321 is hardware for communicating with devices other than the back office server 32 via either a wired network or a wireless network, or both.

[0027] The storage device 322 includes, for example, one or both of the following: a volatile memory such as RAM (Random Access Memory) that functions as a work area for the processing unit 323, and a non-volatile memory such as EEPROM (Electrically Erasable Programmable Read-Only Memory) that stores various information such as the control program PG1.

[0028] The storage device 322 may be detachable from the back office server 32. Specifically, the storage device 322 may be a portable storage medium that is detachable from the back office server 32. Alternatively, the storage device 322 may be a storage device (e.g., online storage) that is connected to the back office server 32 via a network or the like in a way that allows communication.

[0029] The storage device 322 stores, for example, a control program PG1. The control program PG1 includes, for example, an application program for performing business management processing, which will be described later. The control program PG1 may also include, for example, an operating system program for the processing device 323 to control various parts of the back office server 32.

[0030] Furthermore, the storage device 322 stores the progress management database DB1, the document image database DB2, the completed tasks database DB3, the tasks type database DB4, the store database DB5, and the employee database DB6.

[0031] The progress management database DB1 is a database used to manage the progress of business operations. Figure 3 is a schematic diagram showing the contents of the progress management database DB1. The progress management database DB1 includes the following columns: business ID 401, receipt date and time 402, elapsed time 403, business category 404, business details 405, physical item flag 406, processing date 407, transfer date 408, transfer amount 409, sending branch 410, processing status 411, person in charge 412, number of items 413, urgent flag 414, and return / request flag 415. Each record (each row) in the progress management database DB1 corresponds to one business.

[0032] Although not shown in the diagram, the progress management database DB1 includes a column for "comments." The "comments" column contains information such as the following. <1> and <2> This will be recorded. <1> The "reason for document deficiency" in cases where there are document deficiencies in the relevant work. <2> "Comments regarding the physical goods" when the relevant work involves physical goods, as described below.

[0033] The business ID 401 is identification information used to manage the requested business. In Figure 3, for illustrative purposes, the fourth digit and beyond are omitted, but in reality, the business ID 401 is represented by a 3-digit-6-digit-5-digit number as shown in Figure 7A, etc. The 3 digits represent the "store management number". The store management number is identification information used to identify the sales office 20 that requested the business. The 6 digits represent the "date". In this embodiment, the date is represented by the last two digits of the year plus the month and day (4 digits). The 5 digits represent the "serial number".

[0034] The receipt date and time 402 is the date and time when the work request was received at back office center 10. The receipt date and time 402 is approximately equal to the date and time when the work request was made.

[0035] The elapsed time 403 is the time elapsed since the processing status of the task indicated in processing status 411 became "received". In other words, the elapsed time 403 indicates the time elapsed since the task became ready to be started. If the task is a return and resubmission, the elapsed time 403 is the time elapsed since the resubmission became "received".

[0036] Business Category 404 indicates the business category selected at the time of the business request (e.g., "Various Notifications," "Foreign Exchange," or "Account Opening"). Business Details 405 indicates the details of the business selected at the time of the business request (e.g., "Address Change" or "Name Change" within the business category "Various Notifications").

[0037] The physical item flag 406 indicates whether or not the physical item required for the business is available. Physical items include, for example, passbooks, certificates, copies of identification documents, various application-related documents, payment documents, etc. When a branch employee requests a service, the physical item flag 406 becomes "1" if they check "Physical item available," and becomes "0" if they do not check "Physical item available." Note that instead of indicating the presence or absence of a physical item with "1" and "0" (flags), the presence or absence of a physical item could also be indicated by a circle, for example.

[0038] Processing date 407 indicates the date when a center employee received and verified the physical item. If the transaction does not involve a physical item, processing date 407 will be blank (-).

[0039] The transfer date (408) and transfer amount (409) indicate the transfer date and amount when a transfer is made in foreign exchange transactions or similar operations.

[0040] The sending branch 410 indicates the sales office 20 that requested the service. In Figure 3, "1st" refers to the first sales office 20-1, and "2nd" refers to the second sales office 20-2. The sending branch 410 may also be indicated by the store management number, which is also used for the service ID 401.

[0041] Processing status 411 indicates the processing status of the task. As will be described in detail later, in this embodiment, processing status 411 includes "awaiting receipt," "received," "processing," "confirmation complete," "incomplete documents," "registration complete," "task completed," "return completed," and "completed."

[0042] Person in Charge 412 is identification information that identifies the center employee who is performing or has performed the task. In the example in Figure 3, the center employee is identified by "UX" (where X is an integer greater than or equal to 1). If the task is a return and resubmission, Person in Charge 412 will be the center employee who made the return and resubmission.

[0043] The number 413 represents the number of document images.

[0044] The Urgent Flag 414 indicates whether the task in question is a request that requires urgent processing. If a branch employee selects "Urgent" when requesting the task, the Urgent Flag 414 will be "1". If "Urgent" is not selected, the Urgent Flag 414 will be "0".

[0045] The return / resubmission flag 415 indicates whether or not the task in question has been returned and resubmitted. Details of return / resubmission will be described later. If the task in question has been returned and resubmitted, the return / resubmission flag 415 will be "1", and if the task in question has not been returned and resubmitted, the return / resubmission flag 415 will be "0".

[0046] Returning to the explanation of Figure 2, the document image database DB2 is a database for managing images of documents scanned at each sales office 20. The document images stored in the document image database DB2 are linked to business ID 401 in the progress management database DB1.

[0047] The completed tasks database DB3 is a database for managing tasks that have been completed. Employees at sales offices and centers can use the completed tasks database DB3 to, for example, review past tasks, predict busy and slow periods based on task aggregation results, and consider the estimated time required to complete specific tasks.

[0048] The Business Type Database DB4 is a database for managing the types of services selected when requesting services at the branch office 20. The Business Type Database DB4 can be accessed from the settings screen of the Information Processing System 1 from the center terminal 12 or the branch office terminal 22 and edited on that settings screen. This makes it possible to use the Information Processing System 1 not only for requests for banking services as in this embodiment, but also for requests for various other services.

[0049] The store database DB5 is a database for managing the store management numbers of the 20 sales offices. The store management number is used for business ID 401 in the progress management database DB1.

[0050] The employee database DB6 is a database for managing employee IDs (primarily center employees) (information shown in the person in charge 412 in the progress management database DB1 mentioned above) and the types of tasks each employee can handle. The employee database DB6 allows you to configure the types of tasks each center employee can perform. Therefore, for example, when a center employee logs into a business processing application, only the tasks that that center employee can handle can be displayed in the case list P12 (see Figure 8A).

[0051] The processing unit 323 is configured, for example, to include one or more CPUs (Central Processing Units). The processing unit 323 executes the control program PG1 stored in the storage device 322 and operates according to the control program PG1, thereby functioning as a request reception unit 350, a processing reception unit 352, a management unit 354, and a display control unit 356. Details of these functional units will be described later.

[0052] For example, if the processing unit 323 is configured to include multiple CPUs, some or all of the functions of the above-described functional unit may be realized by these multiple CPUs cooperating in accordance with a program such as the control program PG1. Furthermore, the processing unit 323 may be configured to include hardware such as a GPU (Graphics Processing Unit), DSP (Digital Signal Processor), or FPGA (Field Programmable Gate Array) in addition to one or more CPUs, or in place of some or all of the one or more CPUs. In this case, some or all of the functional unit realized by the processing unit 323 may be realized by hardware such as a DSP.

[0053] [Workflow] The following explanation of the business process flow will be based on the sequence diagrams in Figures 4, 5A, 5B, 6A, and 6B. Hereinafter, business processes that involve the physical goods required for the business will be referred to as "physical goods-based business processes," business processes related to foreign exchange will be referred to as "foreign exchange business processes," and business processes other than physical goods-based business processes and foreign exchange business processes will be referred to as "regular business processes."

[0054] [Normal business] Figure 4 is a sequence diagram showing the flow of normal operations. In the upper part of Figure 4, "branch office" refers to the processing performed at the branch office terminal 22, and "back office" refers to the processing performed at the central terminal 12. In reality, a back office server 32 is interposed between the branch office terminal 22 and the central terminal 12, but it is omitted from the illustration in Figure 4 and other diagrams.

[0055] Branch employees launch the business request application on branch terminal 22 and log in using their employee ID and password. Center employees launch the business processing application on center terminal 12 and log in using their employee ID and password (step S100).

[0056] The branch employee selects "Business Request" from the menu of the business request application (step S102). Once "Business Request" is selected, the business request screen (not shown) is displayed on the branch terminal 22. On the business request screen, the branch employee selects the "Business Category" and "Business Details" of the business they wish to request (steps S104 and S106).

[0057] Once the business category and business details are selected, the document scanning screen is displayed (step S108). The branch employee scans the document using scanner 23. The scanned data is sent to the back office server 32 (step S110). Once the scanned document data is sent, a selection screen is displayed to choose whether the requested business is an urgent matter or a matter that can be handled as usual (step S112). The branch employee specifies either urgent or usual on the selection screen.

[0058] In this way, steps S102 to S112 determine the task category, task details, and whether the task is urgent or regular. Scan data of the documents related to the requested task is also generated. These selections—task category, task details, whether it's urgent or regular, and the scanned data—form the request information for the regular task.

[0059] The back office server 32 receives the request information and registers it as a new request in the progress management database DB1. The back office server 32 also sends a work request notification to the center terminal 12 indicating that a new work request has been received (step S114). When the work request notification is sent to the center terminal 12, the processing status of the work changes to "awaiting receipt".

[0060] Additionally, the shipping label and the document read in step S108 (indicated as "read document" in the diagram) are automatically printed from the printer 14 in the back office center 10 (step S116). Once the shipping label and the read document are automatically printed, the processing status changes to "received".

[0061] The shipping label contains the shipping address of the branch office 20 that requested the work, and information about the physical items to be sent from branch office 20 (if any). The shipping label is used when returning the physical items to branch office 20 after the work at back office center 10 is completed. It is also used to prevent the loss of physical items during receipt and during administrative work. The scannable form is a scanned image of the form at branch office 20. The scannable form is printed so that center employees can check the documents on paper rather than on the display screen of center terminal 12.

[0062] The center employee selects "Select Task" from the menu of the business processing application. When "Select Task" is selected, the business selection screen G11 shown in Figure 8A is displayed. Details of the business selection screen G11 will be described later. When the center employee selects a task, the business processing screen G12 shown in Figure 8B is displayed. Details of the business processing screen G12 will be described later. In the processing status specification section P22A of the business processing screen G12, when the center employee switches the processing status of the task to "Processing", a notification of the start of business processing for that task is sent to the back office server 32 (step S118).

[0063] In this embodiment, the switching of the processing state is performed manually by a center employee, but this is not limited to this, and the processing state may also be switched by linking with a financial system or logistics system (not shown). For example, the financial system for foreign exchange processing and the information processing system 1 may be linked so that the processing state is automatically updated when the registration process in the financial system is completed. Alternatively, the logistics system for sending physical goods and the information processing system 1 may be linked so that the processing state is automatically updated when the physical goods are received in the logistics system.

[0064] The back office server 32 switches the processing status of the task in the progress management database DB1 to "processing". The back office server 32 also sends a processing start notification to the branch office terminal 22 (step S120). When the processing start notification in step S120 and other notifications such as the document deficiency notification in step S128 (described later) are sent, the content of the notification is reflected in the "processing status" column of the task confirmation screen G21 (see Figure 9) displayed on the branch office terminal 22.

[0065] The center employee checks for any deficiencies in the documents, such as the automatically printed reading forms, on the business processing screen G12 and in step S116 (step S122). If there are no deficiencies in the documents (step S124: none), the center employee specifies the processing status on the business processing screen G12 as "No document deficiencies" and presses the execute button P23 on the business processing screen G12 (see Figure 8B). This sends a notification that there are no document deficiencies (step S126). Once the notification is sent, the processing status changes to "Confirmation complete". Also, once the notification is sent, the back office server 32 sends a notification that there are no document deficiencies to the branch office terminal 22 (step S128).

[0066] Subsequently, the center employee performs the requested task (step S130). Once the task is completed, the center employee performs a task completion process (step S132). The task completion process corresponds to pressing the task completion button P13B on the task selection screen G11 shown in Figure 8A. When the task completion process is performed, a task completion notification is sent to the back office server 32, and the back office server 32 changes the processing status to "completed". The back office server 32 also sends a task completion notification to the branch office terminal 22 (step S134).

[0067] Furthermore, in step S124, if there are deficiencies in the documents (step S124: Yes), the center employee changes the processing status of the work to "Document Deficiencies" on the work processing screen G12, thereby sending a document deficiency notification (step S136). When the processing status of the work is changed to "Document Deficiencies" on the work processing screen G12, a comment field is added to the work processing screen G12. The center employee enters the reason for the document deficiencies in the comment field and then presses the execute button P23. This sends a document deficiency notification including the reason for the document deficiencies. Once the document deficiency notification is sent, the back office server 32 changes the processing status to "Document Deficiencies". The back office server 32 also records the reason for the document deficiencies entered by the center employee in the comment column of the progress management database DB1. The back office server 32 also sends a document deficiency notification to the branch office terminal 22 (step S138).

[0068] A document deficiency notification form is automatically printed from the printer 24 at branch office 20 (step S140). The branch office employee checks the contents of the document deficiency notification and the document deficiency notification form and corrects the document deficiencies (step S142). Then, they resubmit the same task to the back office center 10 (step S144). Specifically, they send resubmission information including, for example, the task ID of the task and data of the corrected documents. After that, the process returns to step S114. Tasks resubmitted through steps S136 to S144 are distinguished from other tasks as "returned resubmission tasks".

[0069] [In-kind business] Figures 5A and 5B are sequence diagrams showing the flow of a physical goods transaction. Steps S200 to S208 are the same as steps S100 to S108 in Figure 4, so their explanation is omitted. After scanning the form, the branch employee specifies "Physical Goods Available" and "Processing Date" on the form scanning screen (step S210). More specifically, when the branch employee specifies "Physical Goods Available," they also specify the type of physical goods. The branch employee may also enter comments about the physical goods in the comments field. After that, the branch employee sends the scanned data (step S212) and sends the physical goods to the back office center 10 (step S214).

[0070] In this way, steps S202 to S214 specify the task category, task details, whether or not a physical item is involved, and the processing date for the task being requested. Scanned data of the documents related to the requested task is also generated. These task category, task details, whether or not a physical item is involved, processing date, and scann data constitute the request information for tasks involving physical items.

[0071] The back office server 32 receives the request information and registers it as a new request in the progress management database DB1. If comments regarding the physical item are entered, the back office server 32 also records the comments entered by the center employee in the comments column of the progress management database DB1. The back office server 32 also sends a work request notification to the center terminal 12 indicating that a new work request has been received (step S216). Once the work request notification is sent to the center terminal 12, the processing status becomes "awaiting receipt".

[0072] Furthermore, the shipping label and the document read in step S208 (indicated as "read document" in the diagram) are automatically printed from the printer 14 in the back office center 10 (step S218). In physical goods-related tasks, the processing status remains "awaiting receipt" even after the document is automatically printed until the physical goods are received. Tasks that are in the "awaiting receipt of physical goods" state are hereinafter referred to as "tasks awaiting receipt of physical goods". Steps S200 to S218 described above constitute the processing on the day the task was requested.

[0073] Subsequently, at the back office center 10, a center employee receives the physical item (step S220). The center employee checks whether the physical item matches the delivery slip automatically printed in step S218, and if the check is successful, performs the physical item receipt process (step S222). The physical item receipt process is performed by selecting the physical item-based task requested on the task selection screen G11 (see Figure 8A), and changing the processing status to "Received" in the processing status specification section P22A of the task processing screen G12 (see Figure 8B) for that physical item-based task. Once the physical item receipt process is completed, the processing status changes to "Received". Steps S220 to S222 described above constitute the processing on the day the physical item is received.

[0074] Steps S224 to S240 are the same as steps S118 to S134 in Figure 4, so their explanation is omitted. Note that in Figure 4, when the task completion process is performed in step S132, the processing status changes from "Confirmation Complete" to "Completed," but in Figure 5B, when the task completion process is performed, the processing status becomes "Task Completed."

[0075] The center employee returns the physical item of the completed work to the branch office 20 (step S242). The center employee makes a physical item return notification on the work processing screen G12 (see Figure 8B) for the work involving the physical item to notify that the item has been returned (step S244). When the physical item return notification is made, the back office server 32 sends a physical item return notification to the branch office terminal 22 (step S246). Also, once the physical item return process is completed, the back office server 32 changes the processing status to "Return Complete". Steps S224 to S246 above constitute the processing on the processing day.

[0076] Furthermore, from step S228 onward, the processing that should be performed at the back office center 10 for the physical goods-related business is completed. However, the individual business display P02 for the physical goods-related business on the large display 15, described later, remains until a business completion notification (physical goods receipt notification) is received.

[0077] Subsequently, upon receiving the physical item at the branch office 20 (step S250), the branch office employee launches the business request application on the branch office terminal 22 and performs a business completion process on the business request screen for the physical item business (step S250). The business completion process in step S250 can also be rephrased as a physical item receipt notification indicating that the physical item has been received. Once the business completion process is performed, a business completion notification is sent to the center terminal 12 and the branch office terminal 22 (steps S252, S254). Also, once the business completion process is performed, the back office server 32 changes the processing status to "completed". Steps S250 to S254 described above constitute the processing on the day the returned item is received.

[0078] Furthermore, steps S256 to S264 are the same as steps S136 to S144 in Figure 4, so their explanation is omitted. Note that steps S256 to S264 are processes performed on the processing day.

[0079] [Foreign Exchange Operations] Figures 6A and 6B are sequence diagrams showing the flow of foreign exchange transactions. Steps S300 to S308 are the same as steps S100 to S108 in Figure 4, so their explanation is omitted. After scanning the form, the branch employee enters the transfer date and the total transfer amount (step S310). Then, the branch employee sends the scanned data (step S312) and selects whether the requested transaction is an urgent matter or can be handled as usual (step S314).

[0080] In this way, steps S302 to S314 determine the business category, business details, transfer date, transfer amount, and whether the request is urgent or regular. Scanned data of the documents related to the requested business is also generated. These business category, business details, transfer date, transfer amount, choice of urgent or regular, and scanned data constitute the request information for the foreign exchange transaction.

[0081] Steps S316 to S330 are the same as steps S114 to S128 in Figure 4, so their explanation is omitted. Note that if no notification of document deficiencies is received in step S328, the processing status will change to "Registration Complete".

[0082] Next, the center employee performs the foreign exchange registration operation (step S332). The foreign exchange registration operation is the operation of registering that a transfer of the total amount to be transferred will be made on the transfer date specified in step S310. Once the foreign exchange registration operation is completed, the center employee performs the registration completion process (step S334). When the registration completion process is performed, the back office server 32 sends a registration completion notification to the branch terminal 22 (step S336).

[0083] Furthermore, from step S332 onward, the processing that should be performed at the back office center 10 for the foreign exchange transaction is completed. However, the individual transaction display P02 for the foreign exchange transaction on the large display 15, described later, remains until the completion process (see step S348) is completed.

[0084] Steps S338 to S346 are the same as steps S136 to S144 in Figure 4, so their explanation is omitted. The above steps S300 to S346 constitute the processing on the day the work request was made.

[0085] On the transfer date, the transfer completion process registered in step S332 is performed (step S348). Once the completion process is complete, a business completion notification is sent to the branch terminal 22 (step S350). Also, once the completion process is complete, the back office server 32 changes the processing status to "completed".

[0086] As described above, there are nine types of processing statuses for business transactions, including regular business, physical transactions, and foreign exchange transactions: "awaiting receipt," "received," "in processing," "verification complete," "transaction completed," "return completed," "registration complete," "completed," and "incomplete documentation."

[0087] [Large display 15 display] Next, the display on the large display 15 will be explained. As mentioned above, the back office center 10 has a large display 15 in addition to the center terminal 12. The large display 15 displays information related to the tasks requested to the back office center 10. The administrator of the back office center 10 (hereinafter referred to as the "center administrator") can check the progress of each task displayed on the large display 15 to consider the allocation of center employees and to instruct center employees on tasks that should be processed as a priority.

[0088] Figure 7A is a schematic diagram showing an example of the display on the large display 15. The display on the large display 15 shown in Figure 7A is referred to as display screen G01. Display screen G01 includes the count summary display P01 and the individual task display P02.

[0089] In Figure 7A, six P01 count summary displays are shown, three in the upper and three in the lower rows. The "Total Count" in the upper left is the total number of tasks requested to the back office center 10, which is "20" in Figure 7A. The "Pending" in the upper center is the number of tasks that have not yet been processed (not started) out of the total, which is "9" in Figure 7A. The "Completed" in the upper right is the number of tasks that have been completed out of the total, which is "5" in Figure 7A. The remaining six tasks in the "Total Count" that are neither "Pending" nor "Completed" are tasks that are currently being processed.

[0090] The "Urgent" column in the lower left shows the number of tasks designated as "urgent" among the tasks requested to Back Office Center 10, which is "10" in Figure 7A. The "Pending" column in the lower center shows the number of urgent tasks that have not yet been processed (not started), which is "6" in Figure 7A. The "Completed" column in the upper right shows the number of urgent tasks that have been completed, which is "2" in Figure 5A. The remaining 4 "Urgent" tasks that are neither "Pending" nor "Completed" are urgent tasks that are currently being processed.

[0091] Urgent tasks are displayed in a more prominent manner compared to other tasks due to their high urgency. In Figure 7A, underlined text is displayed in red, for example. Conversely, ununderlined text is displayed in black, for example. The count summary display P01 in the lower section shows the number of urgent tasks and is therefore displayed in a more prominent red compared to the upper section.

[0092] Although not shown in the diagram, the background color of the count summary display P01 in the upper and lower center sections indicating "unprocessed" is set to a more conspicuous color compared to the other count summary displays P01. For example, if the base color of the entire display screen G01 is gray, the count summary display P01 indicating "unprocessed" will be displayed with a white background. This is because the number of items indicating "unprocessed" is more important than the other numbers.

[0093] Individual task display P02 contains information about individual tasks requested to the back office center 10. In Figure 7A, a total of 15 individual task displays P02 are displayed across 6 rows x 3 columns (the 2nd and 3rd columns of the 6th row are blank). Individual task displays P02 show the task category and task ID of the task requested to the back office center 10. For example, the individual task display P02 in the 1st column of the 1st row indicates a task with the task category "Various Notifications" and task ID "001-240321-00001". Note that individual task displays P02 for completed tasks are not displayed, so the number of individual task displays P02 on display screen G01 does not match the total number of items in the count summary display P01. Specifically, the display screen G01 shows a total of 16 individual task displays P02: 15 individual task displays P02 (20 total tasks minus 5 completed tasks) and individual task displays P02 corresponding to tasks requiring post-processing (6 rows and 1 column of individual task displays P02 in Figure 7A).

[0094] Individual task displays P02 are arranged in the following order: row 1, column 1; row 1, column 2; row 1, column 3; row 2, column 1; row 2, column 2; and so on. This order is determined by the order in which requests were received, and by ensuring that urgent tasks are closer to the beginning (row 1, column 1) than regular tasks. For example, the eight items from row 1, column 1 to row 3, column 2 are individual task displays P02 indicating urgent tasks. Information regarding regular tasks is shown in black, while information regarding urgent tasks is shown in red (underlined in the diagram).

[0095] Furthermore, the background color of each individual task display P02 changes based on the processing status of that task. A legend for the background colors is shown below the display screen G01. Background color C1 indicates that the processing status is "awaiting receipt" or "received". Background color C2 indicates that the processing status is "in progress". Background color C3 indicates that the processing status is "confirmation complete". Background color C4 indicates that the processing status is "incomplete documents". Background color C5 indicates that the processing status is "registration complete", "task completed", or "return completed". In addition to the states corresponding to the background colors C1 to C5 described above, there is also a "completed" processing status for tasks. Tasks whose processing status has become "completed" are removed from the display screen G01.

[0096] Figure 7B is a schematic diagram showing another example of the display on the large display 15. For example, in Figure 7A, the individual task display P02 in the 5th row and 3rd column is information indicating the task "Opening 001-240328-00007" (no physical item). When the processing by the back office center 10 regarding the task "Opening 001-240328-00007" is completed, the individual task display P02 for "Opening 001-240328-00007" disappears, as shown in the display screen G02 of Figure 7B, and the display order of the remaining individual task displays P02 is rearranged. Also, in the display screen G02, the value of "Completed" in the upper right increases by 1 to 6.

[0097] On the other hand, for example in Figure 7A, the individual business display P02 in the 6th row, 1st column is "Exchange 001-240325-00003" (moved to the 5th row, 3rd column in Figure 7B), and this business is in the "Registration Complete" processing state for the exchange. In other words, the processing at the back office center 10 for "Exchange 001-240325-00003" has already been completed, but it is waiting for completion processing on the transfer date. The individual business display P02 for "Exchange 001-240325-00003" will continue to be displayed on the large display 15 until completion processing is performed on the transfer date. Then, when completion processing is performed on the transfer date, the individual business display P02 for "Exchange 001-240325-00003" will disappear. In this way, for businesses that have post-processing such as the return of physical goods or transfer processing (hereinafter referred to as "businesses with post-processing"), the display of the individual business display P02 will continue until the post-processing is completed. This allows center employees to also monitor the status of post-processing.

[0098] [Mark display] Next, we will explain the marks attached to individual business indicators P02. The shapes of the marks shown below (triangles, etc.) are just examples. In addition to attaching marks, any display method (for example, flashing, using different display colors, etc.) is acceptable as long as it can distinguish a particular individual business indicator P02 from other individual business indicators P02.

[0099] [Pending Receipt Mark] The individual task display P02 in the 4th row, 1st column of Figure 7A contains information about the task "Various Notifications 001-240326-00009," but a triangular mark (▲) is placed between the task category and the task ID. This mark indicates that the task is a "task awaiting physical receipt." Hereafter, the triangular mark will be referred to as the "awaiting receipt mark." Background color C1 indicates tasks that are "awaiting receipt" and "received." While "received" tasks are ready for center employees to start, "awaiting receipt" tasks (tasks awaiting physical receipt) cannot be started by center employees until the physical goods are received. Therefore, the awaiting receipt mark is used to distinguish between "received" tasks that can be started and "awaiting receipt" tasks that cannot be started.

[0100] When the physical goods are received at the back office center 10 and the physical goods receipt process (step S222 in Figure 5A) is performed, the processing status becomes "Received" and the waiting receipt mark disappears. In addition, the display of the waiting receipt mark may be changed depending on the time elapsed since the work request. Specifically, for example, if a certain amount of time has elapsed since the work request, the color of the waiting receipt mark may be changed or the waiting receipt mark may be removed. This allows center employees and center managers to know when to check whether the physical goods have arrived.

[0101] [Return / Resubmission Mark] The individual task display P02 in the second row and second column of Figure 7A contains information about the task "Exchange 001-240326-00011," but a star mark (★) is placed between the task category and the task ID. This mark indicates that the task is a "returned and re-requested task." Hereafter, the star mark will be referred to as the "returned and re-requested mark."

[0102] As explained in the sequence diagram, the returned and resubmitted work is work that was initially returned to branch office 20 due to incomplete documentation, and then resubmitted after the deficiencies were corrected. It is expected that some time has passed since the initial work request. Therefore, by marking the individual work display P02 with "returned and resubmitted," center employees can understand that this is a case that should be processed with priority.

[0103] This section explains how the display on the large screen 15 changes when a task is returned for resubmission. For example, the task P02 "Various Notifications 001-240326-00007" in the third row and first column of Figure 7A has a processing status of "Incomplete Documents" (background color C4) and is being returned to the branch office. The branch office employee corrects the contents of the returned documents and resubmits them. Once the resubmission is accepted, the display on the large screen 15 changes from Figure 7A to Figure 7C.

[0104] Figure 7C is a schematic diagram showing another example of the display on the large display 15. In Figure 7C, the individual task display P02 "Various Notifications 001-240326-00007" in the 3rd row, 1st column shows a processing status of "Waiting for receipt," and the background color changes from C4 to C1. Additionally, a return / request mark is added between the task category and the task ID.

[0105] Furthermore, since the processing status has changed to "awaiting receipt," the task will be treated as "unprocessed," and the value in the P01 count summary display will change. Specifically, because "Various Notifications 001-240326-00007" is an urgent task, the number of "unprocessed" items in the upper center and the number of "unprocessed" items in the lower center will each increase by 1.

[0106] In this way, by changing the display on the large screen 15 when a request for resubmission is made, center employees can quickly become aware that a request for resubmission has been made.

[0107] [Request Cancellation Mark] The individual task display P02 in the 5th row, 1st column of Figure 7A contains information about the task "Other 001-240328-00004," but there is an "X" mark (×) between the task category and the task ID. This mark indicates that the task in question is a task that has been "cancelled" (hereinafter referred to as "cancelled task"). Hereafter, the "X" mark will be referred to as the "cancelled task mark."

[0108] "Request Cancellation" is a process in which a branch employee cancels a request for a task that has document deficiencies or other issues, taking into consideration the situation at the branch 20 (whether it is a slow or busy period) and the request status to the back office center 10 (whether there is a high volume of requests). If a request is canceled, the branch employee completes the task internally at the branch 20, for example. In this way, by allowing branch employees to choose whether or not to resubmit a returned task based on the situation at the branch 20 or the back office center 10, it becomes possible to process tasks efficiently. As will be explained in more detail later, a branch employee can cancel a task request by pressing the request cancellation button P26D on the task confirmation screen G21 in Figure 9.

[0109] When the back office server 32 receives cancellation information indicating that a work request has been canceled, it deletes the work from the progress management database DB1. At this time, if the individual work display P02 for the work in question suddenly disappears, it may cause inconveniences such as confusion in the division of work at the back office center 10. Therefore, the individual work display P02 for a canceled work is left on the large display 15 with a cancellation mark, and is deleted from the large display 15 when predetermined conditions are met. These predetermined conditions include, for example, when a predetermined time has elapsed since the cancellation of the request, when a predetermined time such as every hour on the hour arrives, or when confirmation is received from a center employee, center manager, or branch employee.

[0110] [Changes in display format due to elapsed time after receipt] If a predetermined time has elapsed since the processing status of a task became "received" but there has been no change in the processing status of that task, the display mode of the individual task display P02 corresponding to that task may be changed. Specifically, for example, the individual task display P02 corresponding to that task may be made to blink. A task that has been in processing status for a predetermined time since it became "received" is a task that can be started, but has not been started for more than the predetermined time. By making the display mode of the individual task display P02 for that task different from other individual task displays P02, it is possible to encourage center employees or center managers to start that task.

[0111] [Display to administrators] In this embodiment, the display screens G01 to G03 shown in Figures 7A to 7C are displayed on the large display 15. However, instead of the large display 15, or in addition to the large display 15, the display screens G01 to G03 shown in Figures 7A to 7C may be displayed on the display of a terminal used by the center administrator, or on the display of a center terminal 12 logged in with the center administrator's ID and password.

[0112] [Display on Center Terminal 12] Next, we will explain the details of task selection and task processing on the center terminal 12, referring to the display on the center terminal 12.

[0113] [Task Selection Screen G11] Figure 8A is a schematic diagram showing an example of the task selection screen G11. When a center employee logs into the task processing application (step S100 in Figure 4, etc.) and selects "Task Selection" from the menu of the task processing application, the task selection screen G11 shown in Figure 8A is displayed on the display of the center terminal 12. The task selection screen G11 includes a condition selection section P11, a case list section P12, and an operation section P13 (P13A~P13C).

[0114] The condition selection unit P11 is an interface for selecting the conditions for the tasks to be displayed on the case list P12 from among all tasks requested to the back office center 10. In the example in Figure 8A, tasks to be displayed on the case list P12 can be selected based on the period of receipt date and time, the sending store that sent the task request, the task category, the task details, and the processing status.

[0115] The Case List P12 displays information about tasks requested from the Back Office Center 10 in a table format. Each record (each row) in the Case List P12 corresponds to one task. In Figure 8A, the Case List P12 includes a check box, task ID, receipt date and time, elapsed time, task category, task details, physical item flag, processing date, transfer date, transfer amount, sending branch, processing status, person in charge, and number of items.

[0116] As mentioned above, each center employee is limited to handling specific types of tasks. Therefore, only tasks that the logged-in center employee can handle will be displayed on the case list page (P12).

[0117] The records on page 12 of the project list are sorted by receipt order, with urgent tasks listed first, followed by regular tasks. On page 12 of the project list, information about regular tasks is shown in black, while information about urgent tasks is shown in red (underlined in the diagram). In the example in Figure 8A, the two tasks corresponding to the top two records are urgent tasks.

[0118] Furthermore, the background color of each record corresponds to the processing status of the relevant task, similar to the background color of the individual task display P02 shown in Figure 7A, etc.

[0119] Furthermore, the "awaiting receipt," "return / request," and "cancellation request" marks, which were displayed in the individual task display P02 as shown in Figure 7A, are now also displayed in the records on the case list P12. For example, the sixth record from the top on the case list P12 has a "return / request" mark. By adding these marks to the case list P12, center employees can distinguish the task in question from other tasks.

[0120] The control panel P13 is an interface for changing the processing status of tasks displayed in the case list P12. In Figure 8A, the control panel P13 displays the Change button P13A, the Task Complete button P13B, and the Processing Start button P13C.

[0121] When a center employee starts a new task, they check the box for the task in the task list whose processing status is "Received" or "Waiting for Receipt," and then press the Start Processing button P13C. When a center employee resumes a task that is currently being processed, they check the box for the task in the task list (a task whose processing status is not "Received" or "Waiting for Receipt"), and then press the Change button P13A. When a center employee completes a completed task, they check the box for the completed task in the task list, and then press the Complete Task button P13B. Pressing the Complete Task button P13B corresponds to the "Task Completion Process" in step S132, etc., in Figure 4.

[0122] [Business Processing Screen G12] Figure 8B is a schematic diagram showing an example of the business process screen G12. When a center employee starts (or resumes) processing any business on the business selection screen G11 (see Figure 8A), the business process screen G12 shown in Figure 8B is displayed on the center terminal 12's display. When the business process screen G12 is displayed, the processing status of that business becomes "processing".

[0123] The business processing screen G12 includes a document display section P21, a detailed display section P22, and an execute button P23. The document display section P21 displays scanned data of the document corresponding to the business being processed. The detailed display section P22 displays various information corresponding to the business being processed. More specifically, the detailed display section P22 includes, from top left, business ID, number of returns, receipt date and time, business category, business details, transfer date, transfer amount, physical item presence / absence, processing date, sending branch, processing status specification section P22A, number of copies, and a comment field. The comment field is used to enter reasons for returns, etc. The processing status specification section P22A is a dropdown list, allowing center employees to specify the status of the business. The execute button P23 is an interface for reflecting the processing performed on the business processing screen G12.

[0124] The center employee checks the information displayed on the G12 work processing screen, verifies any deficiencies in the documents and the details of the work, and then processes the work. Once processing is complete, the center employee changes the processing status using the P22A processing status specification unit and presses the execute button P23 (status update).

[0125] [Display on branch terminal 22] Next, we will explain the details of business verification on the branch office terminal 22, referring to the display on the branch office terminal 22.

[0126] [Business Confirmation Screen G21] Figure 9 is a schematic diagram showing an example of the business confirmation screen G21. When a branch employee (in the example of Figure 9, a branch employee of branch 20-1, the first branch) logs into the business request application (step S100 in Figure 4, etc.) and selects "Check Business Status" from the menu of the business request application, the business confirmation screen G21 shown in Figure 9 is displayed on the display of the branch terminal 22. The business confirmation screen G21 includes a condition selection section P31, a case list P32, a business details button P33, an automatic update switching section P34, a caution display P35, and an operation section P36 (P36A~P36D).

[0127] The condition selection unit P31 is an interface for selecting the conditions for the tasks to be displayed on the case list P32 from among all tasks requested to the back office center 10. In the example in Figure 9, tasks to be displayed on the case list P32 can be selected based on the period of receipt date and time, the sending branch that sent the task request, the task category, task details, and processing status. In the default settings, the sending branch is specified as the first sales office 20-1, and tasks requested by other sales offices 20 are not displayed on the case list P32.

[0128] Project List P32 displays information about the tasks requested from Back Office Center 10 in a table format. The content displayed on Project List P32 is the same as that on Project List P12 shown in Figure 8A.

[0129] The "Task Details" button P33 is an interface for checking the processing status of tasks displayed on the "Case List" P32. When a branch employee checks the box next to the record of the task whose processing status they wish to check, and then presses the "Task Details" button P33, the display switches to the task processing screen G12 shown in Figure 8B. On the branch terminal 22, it is not possible to change the task processing screen G12; only viewing is possible.

[0130] The automatic update switching unit P34 is an interface for switching whether or not to automatically update the display of the case list P32 when the processing status is updated at the center terminal 12. In the example in Figure 9, automatic updates are turned on. Therefore, for example, when a processing start notification (step S120 in Figure 4) is sent from the center terminal 12, the processing status of the case list P32 switches from "Received" to "Processing". Also, for example, when a document deficiency notification (step S138 in Figure 4) is sent from the center terminal 12, the processing status of the case list P32 switches from "Processing" to "Document Deficiency".

[0131] Caution display P35 is a message displayed to inform branch employees that there is an irregular situation in a business transaction, such as incomplete documentation. In the example in Figure 9, the message "Incomplete documentation!" is displayed in red (indicated by an underline in the figure) as caution display P35. The business transaction with the incomplete documentation corresponds to the third record from the top on the case list P32. Also, for example, if there is a change in the transfer date in a foreign exchange transaction, the message "Notification of Total Transfer Amount" will be displayed as caution display P25.

[0132] The operation unit P36 (P36A~P36D) is an interface for performing various operations. In the example in Figure 9, the operation unit P36 includes a change confirmation button P36A, a completion button P36B, a resubmission button P36C, and a request cancellation button P36D. Of these, the resubmission button P36C and the request cancellation button P36D are used to handle cases where there are document deficiencies. To correct the document deficiencies and resubmit the request, the branch employee checks the box for the task with document deficiencies (the third record from the top) in the case list P32 and presses the resubmission button P36C. This changes the display on the branch terminal 22 to a work screen for correcting the document deficiencies. To cancel a request for a task with document deficiencies, the branch employee checks the box for the task with document deficiencies (the third record from the top) in the case list P32 and presses the request cancellation button P36D. This sends a request cancellation notification to the back office center 10. As described above, when the back office center 10 receives a request cancellation notice, it continues to display the corresponding task (the record on the individual task display P02 and the task selection screen G11) until a predetermined condition is met. Once the predetermined condition is met, the display corresponding to the task is deleted.

[0133] [Functional configuration of the processing unit 323] As shown in Figure 2, the processing unit 323 operates according to the control program PG1 and functions as a request receiving unit 350, a processing receiving unit 352, a management unit 354, and a display control unit 356.

[0134] The request reception unit 350 receives request information related to business requests. In this embodiment, the request reception unit 350 receives request information transmitted from the branch office terminal 22. Request information includes, for example, the business category, business details, the selection result of whether it is urgent or normal, and scanned data, which are entered in steps S102 to S112 in Figure 4.

[0135] The processing reception unit 352 receives processing information regarding the processing status of a task. In this embodiment, the processing reception unit 352 receives processing information transmitted from the center terminal 12. Processing information includes, for example, a task processing start notification transmitted in step S118 in Figure 4, a document deficiency notification transmitted in step S126, a task completion notification transmitted in step S126, and a document deficiency notification transmitted in step S136.

[0136] The management unit 354 manages the progress of tasks based on request information and processing information. Specifically, the management unit 354 updates the progress management database DB1 based on request information and processing information. Specifically, when a new task request is received, the management unit 354 adds a record corresponding to the requested task to the progress management database DB1 based on the request information. In addition, the management unit 354 changes the processing status 411 of the progress management database DB1 based on the processing information.

[0137] Furthermore, the management unit 354 manages whether a task falls under a specific category. Specific tasks include, for example, tasks requiring resubmission, tasks requiring cancellation, tasks awaiting physical receipt, and tasks requiring post-processing.

[0138] The display control unit 356 displays information related to the business on the display device. The display device is, for example, a large display 15. In this case, the business-related information is the individual business display P02 shown in Figure 7A, etc. Alternatively, the display device may be the display of the center terminal 12. In this case, the business-related information is the individual records of the case list P12 shown in Figure 8A, etc. Alternatively, the display device may be the display of the branch office terminal 22. In this case, the business-related information is the individual records of the case list P32 shown in Figure 9.

[0139] The display control unit 356 displays information related to a specific task in a different manner from information related to other tasks. Displaying in a different manner means, for example, adding a mark or extending the display period.

[0140] As an example, let's consider the process of returning and resubmitting a document. The processing reception unit 352 receives a document deficiency notification (see step S126 in Figure 4) from the center terminal 12. The document deficiency notification is an example of return information related to the return of a document. The request reception unit 350 also receives resubmission information (see step S126 in Figure 4) related to the resubmission of a document that has been returned. The management unit 354 manages the return and resubmission process separately from other processes. The return and resubmission process is an example of a process related to resubmission information. Specifically, the management unit 354 sets a return and resubmission flag 415 for the return and resubmission process in the progress management database DB1 shown in Figure 3. The presence or absence of the return and resubmission flag 415 can be used to distinguish the return and resubmission process from other processes. The display control unit 356 also displays information related to the return and resubmission process with a return and resubmission mark. The information regarding the returned / resubmitted work is specifically the individual work display P02 in the second row and second column of Figure 7A. The returned / resubmitted work mark is an example of the first mark.

[0141] Furthermore, as an example, let's consider the request cancellation process. When a branch employee presses the request cancellation button P26D on the business confirmation screen G21 in Figure 9, the processing reception unit 352 receives cancellation information indicating the cancellation of the business request. The display control unit 356 then displays the information related to the request cancellation process with a request cancellation mark. The request cancellation process is an example of a process related to cancellation information. The request cancellation mark is an example of the second mark.

[0142] Furthermore, as an example, let's consider the process of waiting for physical receipt. The processing reception unit 352 receives item receipt waiting information indicating that the physical item is awaiting receipt. The item receipt waiting information is, for example, the designation information of "physical item available" in step S210 of Figure 5A. The physical item is an example of an item related to the process. The display control unit 356 displays the information regarding the item receipt waiting process by adding a third mark. The item receipt waiting process is an example of a process related to the item receipt waiting information. The item receipt waiting mark is an example of a third mark.

[0143] Furthermore, we will consider a task with post-processing as an example. The processing reception unit 352 receives post-processing information indicating that post-processing, which is performed after the completion of a task, is being carried out. Post-processing information is, for example, the physical item return notification in step S244 of Figure 5B. The display control unit 356 continues to display information related to the task with post-processing information until the post-processing is completed. A task with post-processing is an example of a task with post-processing information. Continuing until post-processing is completed means, for example, that the individual task display P02 for the task with post-processing is displayed on the large display 15 until the task completion processing in step S250 is performed (until the back office server 32 receives the physical item receipt notification).

[0144] [Summary of Embodiments] As described above, the information processing system 1 according to this embodiment receives request information regarding business requests from the branch terminal 22, and processing information regarding the processing status of business requests from the center terminal 12. Based on the request information and processing information, it updates the progress management database DB1 and manages whether the requested business falls under a specific type of business. Therefore, it can efficiently manage various types of business.

[0145] For example, the information processing system 1 manages returned and resubmitted tasks separately from other tasks. Traditionally, returned and resubmitted tasks were managed as regular new requests unless there was a specific request for priority processing (e.g., an urgent request). On the other hand, the difference in processing time from the initial request to completion of the task was very large depending on whether or not the task was returned. From the perspective of the customer and the sales office 20, it is desirable that the difference in processing time be small for the same request content. In this embodiment, returned and resubmitted tasks are managed separately from other tasks, and it is possible to process them preferentially even if there is no urgent request. This reduces the difference in processing time depending on whether or not the task was returned, and reduces the waiting time for the customer and the sales office 20.

[0146] Information processing system 1 displays information related to specific tasks in a manner different from other tasks. Specifically, it displays information corresponding to tasks that have been returned or resubmitted, tasks that have been canceled, and tasks awaiting physical receipt (individual task display P02 and case list P12) with a mark. This allows center employees and center managers to understand tasks that require attention without having to switch to, for example, the task details screen.

[0147] [Differentiation] The present invention is not limited to the embodiments illustrated above. Specific modifications are illustrated below. Two or more modifications selected from the following modifications may be combined as appropriate, provided they do not contradict each other.

[0148] [First variation] Figure 10A is a schematic diagram showing the configuration of the information processing system 1A according to the first modified example. In addition to the configuration of the information processing system 1 shown in Figure 1, the information processing system 1A has an electronic ledger desk 25 at the branch office 20 (the first branch office 20-1 in Figure 10A).

[0149] The electronic ledger desk 25 is installed in the lobby of a branch office 20 and is a document creation device that automatically creates documents based on the information entered by the customer. When a customer uses the electronic ledger desk 25 to create a document, the contents of the created document are sent to the back office server 32 as request information from the electronic ledger desk. The work requested by the electronic ledger desk 25 is hereinafter referred to as the "electronic ledger desk request work." At this time, the work request may be sent to the back office server 32 after a branch office employee has confirmed the contents of the work request. Alternatively, the work request may be sent to the back office server 32 automatically without going through a branch office employee.

[0150] Customers who request services from the electronic ledger 25 are likely to wait at the branch office 20 until the service is completed. Therefore, in this embodiment, electronic ledger requests are automatically designated as "urgent." Furthermore, the individual service display P02 for electronic ledger requests displayed on the large display 15 is marked with a mark (hereinafter referred to as the "electronic ledger request mark") to distinguish it from other services. However, if the customer does not wait at the branch office 20, for example, if the content of the electronic ledger request is clearly a service that cannot be completed on the same day, it is not necessary to designate the electronic ledger request as urgent.

[0151] Figure 10B is a schematic diagram showing an example of the display on the large display 15 in the first modified example. In Figure 10B, the individual task display P02 "Various Notifications 001-240328-00003" in the second row and third column is information indicating an electronic record-keeping request task. Individual task display P02 "Various Notifications 001-240328-00003" is displayed in red (underlined in the figure) because it is designated as urgent. In addition, a rectangular electronic record-keeping request mark is placed between the task category and the task ID in individual task display P02 "Various Notifications 001-240328-00003". The electronic record-keeping request mark allows center employees to understand that the task in question is an "electronic record-keeping request task" and should be processed with priority.

[0152] In the first modified example, the processing reception unit 352 shown in Figure 2 receives request information from the electronic register desk. The request information from the electronic register desk is an example of customer request information relating to a business request from a customer. The display control unit 356 displays information related to the electronic register desk request business with an electronic register desk request mark attached. The electronic register desk request business is an example of a business related to customer request information. The electronic register desk request mark is an example of the fourth mark.

[0153] According to the first modification, by using the electronic ledger desk 25, the need for branch employees to process business at the counter or scan forms with the scanner 23 is eliminated, thus further improving operational efficiency. In addition, customers can easily grasp the progress of their business by logging into the information processing system 1 or scanning forms from the electronic ledger desk 25 or their own terminal (smartphone, etc.).

[0154] [Second variation] In the embodiment described above, as shown in Figure 1, the back office center 10, the branch office 20, and the server room 30 are all located in separate, remote locations. However, the back office center 10, the branch office 20, and the server room 30 may be located in close proximity or on the same floor of the same building. For example, the server room 30 may be located within the back office center 10. Alternatively, the server room 30 may be located within the branch office 20. If the server room 30 is located within the branch office 20, it may be located in a key branch office such as the head office. Alternatively, a back office may be set up within the branch office 20, and the back office center 10 may be located in that back office. In this case, the business received at the counter of the branch office 20 is outsourced to the back office center 10.

[0155] [Third variation] In the embodiments described above, one example of a method for displaying information related to a specific task in a different manner from information related to other tasks was provided: marking the information related to the specific task. However, the method is not limited to this; for example, the display of information related to a specific task may be made to blink, or the display area for information related to a specific task may be made larger compared to information related to other tasks. [Explanation of Symbols]

[0156] 1... Information processing system, 10... Back office center, 11... Router, 12... Center terminal, 13... Scanner, 14... Printer, 15... Large display, 20 (20-1~20-3)... Branch office, 21... Router, 22... Branch office terminal, 23... Scanner, 24... Printer, 25... Electronic register desk, 30... Server room, 31... Router, 32... Back office server, 33... Backup data, 323... Processing unit, 350... Request reception unit, 352... Processing reception unit, 354... Management unit, 356... Display control unit, DB1... Progress management database.

Claims

1. The Request Reception Department receives information regarding requests for services, A processing reception unit that receives processing information regarding the processing status of the aforementioned business, Based on the aforementioned request information and the aforementioned processing information, a management department manages the progress of the aforementioned business, Equipped with, The aforementioned management department manages whether the aforementioned tasks fall under specific tasks. Information processing device.

2. The processing reception unit receives return information regarding the return of the aforementioned work, The aforementioned request receiving department receives re-request information regarding the re-request of work that has been returned for revision. The aforementioned management department manages the tasks related to the aforementioned re-request information separately from other tasks. The information processing apparatus according to claim 1.

3. The system includes a display control unit that displays information related to the aforementioned operations on a display device, The display control unit displays information relating to the specific business in a manner different from that relating to other business. The information processing apparatus according to claim 1.

4. The processing reception unit receives return information regarding the return of the aforementioned work, The aforementioned request receiving department receives re-request information regarding the re-request of work that has been returned for revision. The display control unit displays the information relating to the business related to the re-request information with a first mark attached. The information processing apparatus according to claim 3.

5. The processing reception unit receives cancellation information indicating the cancellation of the request for the aforementioned service, The display control unit displays the information relating to the cancellation information with a second mark attached. The information processing apparatus according to claim 3.

6. The processing reception unit receives item receipt waiting information indicating that the items related to the said business are awaiting receipt. The display control unit displays information relating to the goods waiting to be received with a third mark attached. The information processing apparatus according to claim 3.

7. The processing reception unit receives post-processing information indicating that post-processing to be performed after the completion of the above-mentioned business is being carried out. The display control unit continues to display information related to the post-processing information until the post-processing is completed. The information processing apparatus according to claim 3.

8. The aforementioned processing reception unit receives customer request information regarding business requests from customers, The display control unit displays the information relating to the customer request information with a fourth mark attached. The information processing apparatus according to claim 3.

9. An information processing system comprising a first terminal, a second terminal, and a management device, The aforementioned control device is A request reception unit that receives request information regarding business requests from the first terminal, A processing reception unit that receives processing information regarding the processing status of the business from the second terminal, Based on the aforementioned request information and the aforementioned processing information, a management department manages the progress of the aforementioned business, Equipped with, The aforementioned management department manages whether the aforementioned tasks fall under specific tasks. Information processing system.

10. By computer, We accept requests for services. The system receives processing information regarding the processing status of the aforementioned operations. Based on the request information and the processing information, the progress of the task and whether or not the task falls under a specific task are managed. Information processing methods.

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