Patent Publication Number: US-2005144028-A1

Title: Methods and apparatus for network-based property management

Description:
FIELD OF INVENTION  
      The present invention relates, generally, to the management of rental properties and, more particularly, to an improved network-based property management system.  
     BACKGROUND OF THE INVENTION  
      Traditionally, rental properties generate income for their owners exclusively through tenant rent payments. The property owner&#39;s activities with respect to the property are merely reactive; that is, when the tenant or property has a problem, or when maintenance is required, the property owner attempts to schedule the required repairs through a contractor or the like. The task might be completed satisfactorily, or it may not. The owner will typically not have any visibility with respect to the process, and will generally not know whether the response was timely, cost-efficient, or even performed correctly. This is especially true with commercial rental properties.  
      Furthermore, because of the open-looped, reactive nature of the traditional owner-tenant relationship, the owner is typically not in a position to add value to the tenants in the form of goods and services. That is, the tenant contracts with third parties for telephone service, Internet connectivity, electricity, and the like. The owner is not involved with the provisions of these services, and can not derive any benefit from the selection of providers.  
      While recent advances in networked communications have led to an increase in web-based interaction between tenants and owners, the nature of these interactions are such that they do not impact on the traditional role of the property owner, who must satisfy himself with an income stream derived entirely from the traditional source—i.e., the payment of rent.  
     SUMMARY OF THE INVENTION  
      The present invention overcomes the limitations of the prior art by providing an innovative system for network-based management of a rental property. In accordance with one embodiment of the present invention, a property management system includes a tenant system associated with a tenant residing at the rental property, an owner system associated with an owner of the rental property, and a plurality of provider systems, each of the provider systems associated with a provider configured to provide goods or services to a tenant and/or rental property. The tenant system, owner system, and provider systems are all configured to communicate over a network (e.g., the Internet). A property management system, also coupled to the network, is configured to communicate with the various systems and to coordinate an income stream from the tenant to the owner. The income stream includes two components: one component (a traditional income stream) derived from a rental obligation of the tenant, and a second income stream (a non-traditional income stream) derived from the property management system&#39;s coordination of the plurality of providers in response to a request received from the tenant system. The ratio of income received by the owner from the traditional component is preferably much smaller than that received via the non-traditional component, preferably less than half, and most preferably about zero.  
      The property management system includes various modules configured to interface with the tenant and/or the owner, including, for example, a repair request module, a tenant concierge services module, a preventative maintenance module, an inspections module, a purchase order module, an inventory module, a tenant communications module, a third party property information module, and/or a brokerage services module.  
      In accordance with one aspect of the present invention, the work order system includes an automatic-assignment component providing artificial intelligence in the form of a weighting system configured to prioritize work-order completion.  
      In accordance with another aspect of the present invention, a tactical display is provided for visualizing and coordinating the location of service personnel with respect to the location of properties to be serviced. This tracking may be accomplished, for example, via GPS-enabled cell-phones carried by service personnel. 
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
      The subject invention will hereinafter be described in conjunction with the appended drawing figures, wherein like numerals denote like elements, and:  
       FIG. 1  is a schematic, conceptual overview of a networked property management system in accordance with the present invention;  
       FIGS. 2A and 2B  depict a process in accordance with one aspect of the present invention, superimposed on the system of  FIG. 1 ;  
       FIG. 3  is an exemplary property management system, showing, conceptually, a collection of databases and functional modules;  
       FIG. 4  is a flowchart of an exemplary repair request method in accordance with one aspect of the present invention;  
       FIG. 5  is an example user interface for use in connection with a repair request module in accordance with the present invention; and  
       FIG. 6  depicts a tactical display in accordance with one embodiment of the present invention. 
    
    
     DETAILED DESCRIPTION  
      The present invention generally provides an improved network-based property management system. In this regard, the present invention may be described in terms of functional block components, network diagrams, and various processing steps. It should be appreciated that such functional blocks may be realized by any number of hardware and/or software components configured to perform the specified functions. In addition, those skilled in the art will appreciate that the present invention may be practiced in any number of data communication contexts and that the various systems described herein are merely exemplary applications for various aspects of the invention. Further, it should be noted that the present invention may employ any number of conventional techniques for data transmission, training, signal processing and conditioning, and the like. Such general techniques and components are known to those skilled in the art are not described in detail herein.  
      With reference to the conceptual diagram shown in  FIG. 1 , a system in accordance with one embodiment of the present invention includes at least one tenant system  104  associated with a tenant  102  residing or otherwise associated with a rental property  110 . Similarly, an owner system  114  is associated with an owner  112  of rental property  110 , and a plurality of provider systems  124  are associated with corresponding providers  122  that are configured to provide goods or services to tenant  102  and/or rental property  110 . Tenant system  104 , owner system  114 , and provider systems  124  are all configured to communicate with each other over a network  150  (e.g., the Internet). A property management system  134 , also coupled to network  150 , is configured to communicate with the various systems and to coordinate an income stream from tenant  104  to owner  112 . The income stream has two components: one component (a traditional income stream) derived from a rental obligation of tenant  102 , and a second income stream (a non-traditional income stream) derived from the tenants dependence on property management system  134  and its coordination of plurality of providers  122  in response to a request received from tenant system  104 . The nature of this request will be described in further detail below, but generally speaking, the request may encompass any number of value-added services, including repair requests, concierge requests, brokerage services, banking services, and the like. The ratio of income received by the owner from the traditional component is preferably much smaller than that received via the non-traditional component, preferably less than half, and most preferably about zero. The traditional component, e.g., rental income, is preferably collected automatically from tenant  102  via a suitable e-commerce module.  
      For example, referring to  FIG. 2A , a tenant  102  of property  110  utilizes tenant system  104  to submit, lodge, or otherwise communicate some form of request (e.g., a service request) to system  134  over network  150  (e.g., via a web-based user-interface accessible over the Internet). This request is stored and suitably processed by, for example, communicating with a provider system  124 ( a ) associated with a provider  122  and arranging for fulfillment of the request. Provider system  124 ( a ) suitably coordinates with tenant  102  to complete the request, after which various notifications and back-end processing may take place.  
      As mentioned above, and as illustrated in  FIG. 2B , tenant  102  will likely have a rental obligation vis-a-vis owner  112 . At the same time, due to the provision of services through system  134  as outlined above, tenant  102  will have additional payment obligations, resulting in an income stream based largely on the added value provided by system  134 . The ratio of income received by the owner from the traditional component is preferably much smaller than that received via the non-traditional component.  
      Tenant system  104 , owner system  114 , and provider systems  124  may include any convenient combination of hardware and software components configured to allow an individual to review, configure, and/or communicate the request information over network  150 . For example, tenant system  104  might include a standard personal computer (PC) comprising a CPU, monitor, storage, keyboard, mouse, and communication hardware appropriate for the given data link  104  (e.g., V.90 modem, network card, cable modem, ISDN connection, etc.). Tenant system  104  might also include one or more peripheral devices such as a scanner, a printer, a digital camera, a motion video camera, or the like.  
      As those skilled in the art will appreciate, tenant system  104  will typically include an operating system (e.g., Windows XP/NT, Linux, Solaris, etc.) as well as various conventional support software and drivers typically associated with such computers. Tenant system  104  also preferably includes application software configured to communicate over network  150  with system  134 , for example, a WWW browser such as Microsoft Internet Explorer, or any other present or future communication software that operates in accordance with the HTML and HTTP protocols.  
      In an alternate embodiment, tenant system  104  is a personal data assistant (PDA) having sufficient browser software for communicating with system  134 . In yet another embodiment, tenant system  104  is a kiosk located, for example, at a designated location on property  110 .  
      As the present invention is best deployed in the context of a property management system  134  having a number of tenants  102  and third-party providers  122 , network preferably corresponds to the Internet. As used herein, the term “Internet” refers to the global, packet-switched network utilizing the TCP/IP suite of protocols. Nevertheless, the present invention may be implemented in other wired or wireless network contexts, including any future alternatives to the Internet, as well as other suitable “internetworks” based on other open or proprietary protocols.  
      A variety of conventional communications media and protocols may be to connect the various systems. Such links might include, for example, a connection to an Internet Service Provider (ISP) over the local loop as is typically used in connection with standard modem communication, or cable modems, Dish networks, ISDN lines, Digital Subscriber lines (xDSL), or a variety of wireless communication schemes. Tenant system  104  might also reside within a local area network (LAN) associated with property  110  which interfaces to network  150  via a leased line (T1, D3, etc.). Such communication methods are well known in the art, and are covered in a variety of standard texts. See, e.g., G ILBERT  H ELD , U NDERSTANDING  D ATA  C OMMUNICATIONS  (1996), hereby incorporated by reference.  
      Specific information related to the protocols, standards, and application software utilized by in connection with the Internet will not be discussed herein. For further information regarding such details, see, for example, D ILIP  N AIK , I NTERNET  S TANDARDS  A ND  P ROTOCOLS  (1998); J AVA  2 C OMPLETE , various authors, (Sybex 1999); D EBORAH  R AY  A ND  E RIC  R AY , M ASTERING  HTML 4.0 (1997). L OSHIN , TCP/IP C LEARLY  E XPLAINED  (1997). All of these texts are hereby incorporated by reference.  
      Providers  122  may include any third party capable of providing goods and services. Without limitation, such providers include entities capable of providing the tenant with Internet connectivity, telephone service, cable television service, utilities, legal services, office supplies, dry cleaning, and the like.  
      Referring to  FIG. 3 , property management system  134  comprises any number of hardware, software, and networking components such as servers, routers, fire-walls, and the like, and also includes various software/hardware modules ( 361 - 369 ) and databases ( 302 - 324 ) configured to interface with the tenant and/or the owner to provide the desired services. In the preferred embodiment, system  134  includes a web service providing a suitable website or other Internet-based graphical user interface that is accessible by tenant  102  via tenant system  104 , and which provides the functionality described in further detail below. In this regard, the term “web page” as used herein is not meant to limit the type of documents and applications that might be used to interact with the user. For example, a typical website might include—in addition to standard HTML documents—various forms, Java applets, Javascript, active server pages (ASP), common gateway interface scripts (CGI), extensible markup language (XML), dynamic HTML, cascading style sheets (CSS), helper applications, plug-ins, and the like.  
      Databases  302 - 324  may be physically proximate (but logically separate) with respect to each other, or may be distributed in any convenient fashion. The system as illustrated in  FIG. 3  is merely conceptual, and is not intended to limit the hardware or software configuration that may be used in connection with the present invention.  
      System  134  preferably includes one or more of the following databases: a repair request database  302 , a tenant services database  304 , a maintenance activities database  306 , inspections database  308 , a purchase orders database  310 , an inventory database  312 , a tenant historical database  314 , an electronic documents database  316 , a 3rd party property database  318 , a broker activities database  320 , an accounting database  322 , and a performance metrics database  324 .  
      Similarly, as shown, system  134  preferably includes one or more of the following modules: a repair request module  361 , a tenant concierge services (or simply “concierge”) module  362 , a preventative maintenance (or “PM”) module  363 , an inspections module  364 , a purchase order (or “PO”) module  365 , an inventory module  366 , a tenant communications (or “communications”) module  367 , a third-party property (“3d party”) module  368 , and a brokerage services (or “brokerage”) module  369 .  
      Referring to the flowchart shown in  FIG. 4  in conjunction with the system overview shown in  FIG. 1 , an example repair request module  361  operates as follows. First, in step  402 , the tenant  102  utilizes tenant system  104  to submit a repair request to property management system  134 . System  134  suitably stores the request (step  404 ), then preferably sends a confirmation of this request (e.g., via an e-mail acknowledgment) to tenant  102  (step  406 ). System  134  then assigns this request to the appropriate third party provider or providers  122  (step  408 ).  
      System  134  communicates with provider systems  124  (e.g., via e-mail, web-page update, PDA, pager, or the like) in step  408 , then sends a scheduling advisory to tenant  102  (step  410 ). The scheduling advisory preferably notifies and/or negotiates with tenant  102  re desirable times for the requested repairs to take place.  
      The provider  122  then initiates the repair (step  412 ) and, if the task is suitably completed (or otherwise addressed or disposed of), a notification of completion is sent to tenant  102  (step  414 ). Any or all of these steps may be performed by communicating directly with the provider via a PDA or pager device that allows the provider to update the owner and/or tenant regarding the status of the work request.  
       FIG. 5  shows an example web-based user interface configured to acquire a tenant work request. As shown, a web page  500  includes a series of button or other hyperlinks functioning to submit a request ( 502 ), track request status ( 504 ), evaluate the service ( 506 ), cancel a request ( 508 ), view account information ( 510 ), and sign out ( 512 ). The web page  500  also includes a number of fields for entering data related to the requested service. For example, in the illustrated embodiment, the tenant enters initiator data  514 , property (or organization) information  516 , address information  518 - 524 , submission date  526 , location of the problem  528 , problem keyword search field  530  (optional), specific problem location  532 , and notes  534 . Various additional navigation keys or hyperlinks may also be included (e.g., “submit,” “clear form,” and “cancel,” buttons  536 ).  
      It will be appreciated that various fields in page  500  may be automatically populated as a result of known log-in information (i.e., name, address, etc.), selected from drop down menus, selected as a result of a search (field  530 ), or simply entered as alphanumeric data via a keyboard. Furthermore, It will be appreciated that the layout and content of  FIG. 5  is not intended to limit the range of possible page designs applicable to the present invention.  
      After the aforementioned repair request process is concluded, the system might also engage in a number of additional administrative and/or record-keeping functions. For example, referring to  FIG. 3 , materials inventory transactions may be recorded via inventory module  366  and inventory database  312 . Similarly, the scheduling and turn-around-time of the repair request may be tracked by performance metrics database  324 . Furthermore, the labor and materials involved in the repair are preferably processed by a suitable accounting system used in connection with accounting database  322 .  
      In accordance with a further embodiment of the present invention, the repair request system incorporates a tactical display component, a GPS-enabled phone component, and/or an automatic work-order assignment component. That is, referring now to  FIG. 6 , a tactical display  600  generally includes a variety of map features  602  used to visualize, in substantially real-time, the location of service personnel (or simply “personnel”)  606  with respect to the various properties  604 . Suitable icons are used to designate service personnel  606  and properties  604 , and map features  602  may include a wide range of conventional map iconography, including streets, highways, rivers, lakes, geological features, political boundaries, buildings, and any other appropriate features.  
      Tactical display  600  preferably provides a user interface allowing scaling, zooming, panning, and re-centering of the display. Furthermore, using tactical display  600 , an individual (e.g., the system manager) may monitor and coordinate the location of personnel  606  and gauge the progress of assigned work orders (discussed below). That is, the user may select individual properties  604  and personnel  606  and interrogate the status of that property or personnel.  
      In this regard, the GPS-enabled phone component (GCPC) comprises suitable hardware and software capable of providing location-reporting as well as a technician user interface. Each service personnel preferably travels with a GCPC. The GCPC sends information specifying the location of that service personnel at predetermined intervals though a suitable network (e.g., the Internet). For example, the GCPC may transmit longitude, latitude, altitude, speed, and direction of travel. Using this information, the system can display service personnel locations on tactical display  600  and determine the availability of that personnel for work order assignments. All or a portion of this information may be shared with the tenant.  
      GCPC preferably also includes a technician user interface that allows the work order scheduling module to communicate with service personnel. For example, work orders are preferably assigned via the GCPC (e.g., a cell-phone display), by transmitting to the service personnel information specifying work-order problem reported, work order location, and tenant contact information. Similarly, service personnel may accept, suspend, and complete work order assignments through the technician user interface.  
      As mentioned above, the work order processing system preferably includes an auto-assignment component. The purpose of this auto-assignment component is to provide a level of artificial intelligence that mimics to a large extent the human decision-making process used to assign work orders requested by tenants.  
      In accordance with one aspect of this invention, the auto-assignment component uses a heuristic weighting system. Specifically, each work order is assigned a numerical “weight value” used to prioritize that work order. Defined (static) and dynamic weighting terms may be used. Static terms may include, for example, the “work order open” state. If this state or condition is met, a static numeric value is added to or subtracted from the running total assigned to the work order. A dynamic term, on the other hand, may be used to add or subtract a set value to or from the object&#39;s weight based on a cumulative or re-occurring event, such as “every hour the work order is waiting to be serviced.”  
      The result of this weighting process is that, at any given time, certain objects (work orders) are “heavier,” while others are “lighter.” These “heavier” objects are given higher priority, and are therefore preferably assigned quicker and/or scheduled for completion earlier.  
      Management personnel may be allowed to modify to some extent the weighting of individual work orders in order to accelerate or delay servicing of a work order. However, these adjustments are preferably done through the weighting system, rather than by circumventing it. This will prevent user-weighted values from monopolizing available resources and eviscerating the artificial intelligence component.  
      It will be appreciated that this invention contemplates any number of different weighting processes based on a variety of factors. For example, property locations and service personnel may be assigned weighting criteria, and factors such as current personnel location, technician skill set, available inventory, and the like, may be used to adjust the cumulative weight of a given work order.  
      Concierge module  362  includes suitable software and hardware configured to provide cost-effective services and/or goods to tenant  102  via one or more providers  122  using leveraged pricing, etc. Such services might include, for example, Internet connectivity, equipment financing, purchase of office supplies, equipment financing, employee fringe benefits programs (e.g., “loyalty” programs associated with the property), telephone services, employee leasing, utilities, or any other such product or service. The tenant  102  preferably receives a single electronic bill each month for all concierge services as well as rent.  
      This module operates in a manner similar to that described above in connection with repair request module  361 . That is, tenant  102  communicates with system  134  to register for additional services (e.g., on-line banking, etc.). The registration information is stored within tenant services database  304 . System  134  then coordinates with providers  122  to supply tenant  102  with the desired goods or services.  
      Because owner  112  preferably handles a large number of tenants  102 , the traditional economy of scale can be brought to bear, and the resulting savings can be passed on to tenant  102  and/or provide a portion of the second, non-traditional income stream component. Financial transactions are preferably coordinated with accounting database  322 . Tenant satisfaction surveys related to these services may be provided to tenants  102  (e.g., via a web-based form), with the results being stored in performance metrics database  324 .  
      Preventative maintenance module  363  includes suitable hardware and software for scheduling maintenance of the property. This module, as with many of the modules, is preferably only accessible by owner  112  (and not tenant  102 ). With this module, owner  112  may query and populate maintenance activities database  306  such that the module can automatically schedule certain weekly, monthly, or common tasks. That is, activities may be queued and submitted to tenant repair request module  361  automatically (bypassing the user interface), and the desired repairs or tasks can be completed in due course. Similarly, inspections module  364  includes suitable hardware and software configured to schedule inspections of the property, and works in conduction with inspections database  308 . These modules preferably interface with accounting database  322  and performance metrics database  324 .  
      Purchase order module  365  includes suitable hardware and software (including purchase order database  310 ) configured to allow purchase orders to be processed by the various departments and entities associated with the property owner. This module suitably interfaces with inventory module  366  to coordinate shipping/receiving, etc., and also interfaces with accounting database  322 .  
      Tenant communication module  367  tracks tenant data in conjunction with tenant historical database  314 . A tenant services representative associated with the property owner communicates over the Internet to archive personnel &amp; system-generated communications. Such documents might be stored in electronic documents database  316 .  
      Third party property module  368  provides a sales and marketing function and, in conjunction with 3rd party property database  318 , targets new tenancy and property ownership. Real estate brokerage services module  369  and broker activities database  320  drive leasing of the properties. The efficacy of these activities are tracked and reported to the property owner.  
      In summary, what has been provided is an improved, networked-based property management system employing various software modules. Each of the various modules described above act together to add value, provide goods and services to the tenant, and consequently increase the proportion of non-traditional income (and reduce the proportion of lease-related income) provided to the owner.  
      That is, the income stream from tenant to owner has two components: one component (a traditional income stream) derived from a rental obligation of the tenant, and a second income stream (a non-traditional income stream) is derived from the property management system&#39;s coordination of the plurality of providers in response to a request received from the tenant system. The ratio of income received by the owner from the traditional component is preferably much smaller than that received via the non-traditional component, preferably less than half, and most preferably about zero. This ratio is driven by a number of factors, including whether and to what extent the tenant registers for the various concierge services.  
      Although the invention has been described herein in conjunction with the appended drawings, those skilled in the art will appreciate that the scope of the invention is not so limited. Modifications in the selection, design, and arrangement of the various components and steps discussed herein may be made without departing from the scope of the invention as set forth in the appended claims.