Concurrent Service Request Broadcasting for Field Resources
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Solution Overview
Problem
Existing systems for assigning service requests to field resources with full schedules are inefficient, leading to lengthy delays due to sequential assignment processes that do not account for the actual availability of resources, resulting in missed opportunities for resources that could have handled the requests timely.
Innovation Solution
A computerized system that concurrently broadcasts service requests to multiple field resources based on predefined parameters, allowing resources to accept or reject assignments without manual intervention, thereby optimizing scheduling and reducing delays.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a sequential assignment process is used to assign service requests to technicians, then the system can ensure each technician responds before the next assignment, but the service request experiences lengthy delays and may be delayed by days
Solution Approach 1:
The system proactively identifies and contacts technicians who are likely to be available based on historical data and patterns, rather than waiting for sequential rejections. This preliminary identification of potential assignees accelerates the assignment process while maintaining reliability through multiple pre-screened options.
Solution Approach 2:
The system dynamically adjusts the assignment approach by simultaneously contacting multiple technicians and adapting to their real-time responses. This dynamic parallel process replaces the static sequential approach, reducing delays while ensuring reliable assignment through real-time availability confirmation.
2Loss of information
If a dispatcher manually contacts each technician to check availability, then the system can account for actual technician availability, but the process becomes time-consuming and inefficient
Solution Approach 1:
The system enables technicians to self-report their availability status through automated communications. Technicians can indicate their availability or unavailability directly in response to system inquiries, eliminating the need for dispatchers to manually track and update availability information for each technician.
Solution Approach 2:
The manual mechanical process of dispatcher-to-technician communication is replaced with an automated electronic messaging system. The system automatically sends availability inquiries to technicians and collects responses, substituting human manual effort with automated information exchange while preserving complete availability information.
3Productivity
If the system assigns service requests based on heuristic techniques like relative availability and proximity, then assignments can be made quickly, but the process still introduces delays and may not optimize resource utilization
Solution Approach 1:
The system incorporates real-time feedback from technician responses to availability inquiries. By collecting and analyzing actual technician availability information and using it to guide subsequent assignments, the system continuously optimizes resource utilization while maintaining rapid assignment speeds through informed decision-making.
Solution Approach 2:
The system dynamically changes assignment parameters based on real-time conditions. Instead of relying solely on static heuristics like proximity, the system adjusts assignment criteria based on actual technician availability, skill matching, and current workload, enabling both rapid assignments and optimized resource utilization through adaptive parameter adjustment.
Data Source
AI summary
Systems, methods, and other embodiments associated with deploying resources are described. In one embodiment, a method includes receiving a service request comprising an activity to be performed, and accessing a database to identify resources eligible to perform the activity, and a remote device associated with the plurality of resources. An electronic invitation to perform the activity is generated, and includes an option that is selectable by each of the plurality of resources to indicate acceptance of the electronic invitation to perform the activity. The electronic invitation is concurrently transmitted to the remote device associated with each of the plurality of resources identified from the data structure. An earliest acceptance of the electronic invitation is received from a first resource over the communication network, and a schedule associated with the first resource is modified to include the service request as a result of receiving the earliest acceptance.