Note: Descriptions are shown in the official language in which they were submitted.
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SYSTEM AND METHOD FOR AUTOMATING A VEHICLE
RENTAL PROCESS
2. FIELD OF THE INVENTION
f
The present invention relates to the field of telematics systems applied to
the
movement of goods and people. More particularly, it relates to the automation
of
the vehicle rental process within a wide mobility network.
3. BACKGROUND OF THE INVENTION
From as far back as 1967 (GB 1208791), efforts have been made to automate the
vehicle rental activity usually with an intent to provide better service,
improve
productivity and favor the emergence of new forms of urban mobility. However,
the process of renting a vehicle from start to finish is relatively complex by
nature:
it involves assets of high value, complex behaviors on the part of users and
significant safety or securifiy issues. All of these factors contribute to the
difficulty
of automating the entire vehicle rental process reliably.
New expectations for vehicle rental consumers and governments
Despite of these difficulties, users have shown a need to access vehicle
rental
services around the clock and in an ever-increasing number of locations
throughout the world while hoping to encounter as little language barriers or
service incompatibility as possible in the process. Users have also expressed
a
desire to come in and out of vehicle rental systems swiftly, effortlessly and
often
with little or no advance reservation. Furthermore, users have shown a growing
need to access and return their rental vehicles closer to their community,
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workplace, transportation network or firtal destination; often wanting to drop-
off
vehicles in a different place than their departure point.
As a consequence, users are now expecting to rent vehicles almost on a daily
basis but for very short periods of time or very short distances and to pay
only for
those hours of actual usage andlor actual traveled distances. Understandably,
users of such short-term rental systems do not want to be burdened with time
consuming refueling procedures every single time they rent a vehicle. Many
users
also look for ways to permanently free themselves from the costs and
inconveniences that come with continuous ownership or leasing of private
vehicles
as the rise of carsharing clubs demonstrates.
Some users are looking at frequent and on-demand short-term rentals as an
alternative to provide for their everyday mobility needs. This signals a
departure
from the prevalent mobility pattern exclusively centered on privately owned
vehicles. Indeed, it is hoped that a new mobility model would enable the
traveling
public to combine more freely the various transportation modes during a single
journey and to reduce the hassles related to parking and protecting vehicles
when
they are not in use. Users would then also be free to adapt the size or type
of
vehicle according to their travel and cargo needs through such emerging forms
of
individualized public transport.
Communities and governments have generally been very supportive of such
emerging modes of vehicle rental - often called carsharing - because they can
significantly reduce the impact of private vehicles on traffic congestion, the
environment and transport infrastructures. Ultimately, widely available low-
emission rental vehicles are considered by some as a means to encourage the
combined use of public and private transportation, improve air quality, reduce
parking space requirements and influence urbanization.
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New challenges for providers of rental vehicles
However, from the vehicle rental service providers' point of view, the
possibility of
responding to this type of mobility revolution has been limited by several
factors.
Firstly, this form of vehicle rental generates shorter rental periods, the
consequence of which are less revenue and higher transactional costs per
contract. Furthermore, many locations where a need for service is currently
expressed cannot be supported economically with the current art because of the
combined requirements in manpower, occupancy and capital expenditures being
disproportionate with the anticipated volume of activity. On-request urban
mobility
can also imply numerous widely dispersed service locations and unbalanced
flows
between those due to an increase in one-way itineraries. One-way itineraries
are
especially difficult to accommodate for service providers who do not have a
service location at the desired destination or if vehicles from difFerent
service
providers get mixed into the same fleet, a common occurrence within the road
vehicle rents( industry for instance.
Partial solutions to these difficulties have been proposed throughout the
years and
in particular with the advancement of telematics. For example, US patent
6,006,148 proposes a method to accelerate the part of the rental process when
a
vehicle is returned. However valuable, such systems only apply to a relatively
minor portion of the entire vehicle rental process and they are generally not
designed to radically alter the cost structure or method in which vehicles are
rented today.
Other more systemic solutions have proposed systems that rely on significant
in-
vehicle monitoring apparatuses. Although such methods can theoretically
provide
accurate measurements, it is believed that a high level of in-vehicle
customization
has discouraged the market acceptance of some systems.
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In fact, it can generally be said that the prior art which relies on numerous
in-
vehicle sensors and customized circuitry to gather the necessary information
to
process a rental transaction poses significant difficulties for the majority
of service
providers. Indeed, the world's leading vehicle rental service providers
typically
hold their vehicles for less than a year. Thus, they are constantly buying and
selling vehicles in order to adjust to user demand and to properly manage the
quality and value of their fleet. Therefore, systems that require a great
amount of
cabling, calibration and skill to install generate unacceptable costs and
delays to
the majority of service providers. Furthermore, it is common for vehicle
manufacturers to void their warranty if the electrical wiring within a vehicle
has
been tampered with, thus causing additional risks for the rental vehicles
providers
that use cabled systems.
Meanwhile, other solutions that have been proposed require people to radically
alter their mobility habits. Some solutions also rely on an idealistic
behavior of
system users.. These systems are attractive from a conceptual point of view
but
experts in transportation studies and many years of trial have amply
documented
the fact that most private vehicle users are reluctant to voluntarily trade
off a
fraction of their personal freedom in exchange for an improved collective
transportation system.
It is also well known that within the vehicle rental industry hired vehicles
are
frequently subjected to abusive, negligent or criminal behaviors.
Consequently,
service providers have been reluctant to adopt systems that fail to properly
address the liability, regulatory, security and safety issues associated with
the
vehicle rental process. For instance, some carsharing organizations have honor-
based systems whereby the ignition keys for several road vehicles can be
accessed at once by any of a multitude of registered members. It is a concern
that
within such systems, an act of theft, negligence or an equipment malfunction
could
have grave consequences. As a matter of fact, an increase in the level of
security
measures and legislation targeted at the vehicle rental activity has become
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noticeable over the past decade. As an example, some service providers are now
installing remote tracking devices in their fleet to locate abandoned or
stolen
vehicles. Also, several legislatures are now requiring service providers to
hold
operating permits and follow mandatory procedures to reduce the risk of rental
5 vehicles being used improperly.
It is also known in the road vehicle rental industry that a significant
proportion of
users do not report nor assume the notices for traffic violations that fihey
receive.
This in turn, results in a complicated and unaccountable rapport between
vehicle
rental service providers, users and the traffic violations issuing bodies.
It is also known within the vehicle rental industry that some users make
reservations for a rental vehicle and fail to cancel them when their plans
change or
do not materialize. Often, some users also fail to bring rental vehicles back
on due
time. Additionally, it is generally believed that a minority of users causes
the
majority of damages on rental vehicles.
In all those cases, very significant costs are added to the vehicle rental
activity
because of many users' behavior being less than ideal. Particularly, the
impact of
unreliable reservations is exacerbated in short term rental systems since the
same
vehicle is scheduled to be rented out several times a day and since each
different
user is dependent on the adherence to the reservation schedule of all prior
users
on that day. In fact, it is very difficult for a vehicle rental service
provider to
accommodate such user behaviors with the prior art without being forced to
reduce the utilization rates of its fleet, which in turns threatens the
economic
viability of short-term rental systems.
With the current art, most service providers also have no reliable method to
encourage good behavior on the part of users apart from creating lists of
unwanted users or charging penalties for lost revenue and damages at the risk
of
a dispute. This creates a difficult balancing act between fleet protection or
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utilizafiion objectives and good customer service, fihe consequences of which
are
lower utilization rates or overbooking risks as well as higher costs in fleet
maintenance and/or damage recovery disputes.
It is also known in the vehicle rental industry fihat last minute changes are
often
made with regards to the class of vehicle thafi users will actually get
compared to
the class of vehicle that was reserved; this is particularly the case in the
road
vehicle rental market. Sometimes, such change is encouraged by the service
provider to obtain more revenue on upgraded rental vehicle classes or to
compensate for a shortage in one class of vehicles against another. On other
occasions, users requesfi such change to accommodate revised travel and cargo
needs or as a result of a preference for a particular vehicle model. This
apparently
simple operation is quite difficult to automate and has so far eluded fihe
efforts of
known prior art automated systems.
Some other telematics systems have also combined alternative energy
management with automated vehicle rental. For example, some early patenfis
call
for a vehicle rental system that requires a dedicated infrastructure for
electrical
battery powered vehicles. However desirable from an environmental point of
view,
such systems are incompatible with already deployed distribution networks of
vehicle energy, i.e. mostly petroleum fuel stafiions. Therefore, such
exclusive
systems are exposed to significant acceptance delays because they are unsuited
for the vast majority of road vehicles currently available and require very
large
infrastructure investments in new energy distribution networks.
Many systems also require users to pay for fuel or energy refills by
fihemselves, to
take note of such expenses, then present physical receipts and further request
a
credifi for the unused portion of fuel or other energy. Yet, other systems
require
users to always fill up the vehicle with energy before returning it. However
simple
and inexpensive from a technology standpoint, such systems reduce the freedom,
speed and efficiency of the rental experience for a user, they create
substantial
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opportunities fior unaccountable mistakes, neglect or fraud and add a
significant
administrative or control workload for users, service providers and third
parties.
It is also known that most telematics systems will be subject during the
course of
their useful life to some form or another ofi network, or connectivity
problem,
unauthorized system tampering, obsolescence, incompatibility or other forms of
process-critical issue. It is also known thafi real time communications
between
central systems and vehicles can generate significant telecommunications costs
and be subject to radio-frequency interference and bandwidth or geographical
limitations. For these reasons, some prior art systems that have relied
exclusively
on centralized information structures and intensive real-time data transfers
between vehicles and base for their core operations have experienced important
difficulties in actual deployment.
Service providers have also noted that while users appreciate methods to
improve
the efficiency of their vehicle rental experience, they can also become
uncomfortable if the human contact is entirely losfi in the process,
especially when
unexpected problems arise. Users also have a tendency to prefer simple
technologies that can be used across several service providers, makes of
vehicles
and transportation networks. Difficult situations have arisen in the past with
some
automated vehicle rental systems fihat did not sufficiently take into account
such
human behaviors and preferences.
Many prior unmanned vehicle rental systems also have no fully automated
reservation methods. Yet, others use reservation systems that are not fully
integrated with the actual physical moving assets; a situation which requires
additional human iterations to match vehicles and which cannot provide an
absolutely certain confirmation that the theoretical fleet count matches the
true
physical count at a given location. Others also use an automated reservation
method that simply matches a reservation with a specific vehicle, indicating
an
available vehicle with a green light, a reserved one with a yellow light and
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unavailable vehicles with a red light for example. In some cases, users may
have
to walk from one vehicle to another in a trial and error manner or must deal
with
yet another equipment, such as a parking lot computer terminal or a key
delivery
mechanism to find a free vehicle and match it with its parked location. It is
also
common for many prior art systems to require users to report the parked
location
of a vehicle upon return, adding further delays and opportunities for errors
to the
rental experience. While it can be said that such systems are sufficient in
locations with only a few vehicles; it is abundantly clear that they become
almost
impossible to administer in large rental locations where a great number of
diverse
vehicles are present. For example, if a user enters an unmanned location where
200 randomly parked vehicles are simultaneously present and if 199 of those
vehicles are already reserved, it may become extremely frustrating to find the
one
available vehicle within the fleet.
Furthermore, it has been noted that most users feel isolated and uncertain
while
attempting to gain automated access to vehicles on unmanned premises. In fact,
there is typically little information or no information communicated from
vehicles to
users while users are standing outside a vehicle and awaiting access during
the
initial period of the rental process.
In some cases, users are left wondering during several seconds if their access
requests has been received, denied or is in the process of being treated while
standing outside a vehicle. Such situation can lead users to abandon a first
vehicle while their access request is still being processed and to try
accessing
another vehicle. Additionally, there has been no reliable method for users to
determine with certitude which vehicles actually correspond to the class of
vehicle
that they have reserved when entering an unmanned rental location with a
multitude of randomly-parked vehicles of various sizes and features. For
example
in the road vehicle rental industry, the difference between a sub-compact car
and
a compact car may not be obvious to the average user, causing uncertainty,
delays and possible misunderstandings in the process.
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It is also common for consumers and vehicle rental service providers to rely
on a
variety of worldwide, national or local automated information networks to
generate
or facilitate transactions between themselves. Examples of those public and
private automated information networks are provided by Internet travel portals
or
corporate websites, travel agent networks or global distribution systems
(GDS),
central reservations systems (CRS), vehicle maintenance or sales networks,
insurance claims processing or mass transit traveler information systems. It
is also
known that many public records such as motor vehicle registers are gradually
becoming remotely accessible by way of computers. Prior art systems that do
not
provide for a sufficient interface with the above-mentioned networks are in
effect
disconnecting vehicle rental service providers from established information
networks that are already responsible for processing billions of reservations
and
information updates annually.
It is also known that the United States of America Government has announced
that it will not interfere anymore with the Global Positioning System (GPS)
signal
emitted by its satellites, a decision which results in a significant
improvement of
the accuracy of the GPS measures. It is also known that vehicle and
telecommunication equipment manufacturers have begun developing standards
such as IDB, Bluetooth, LIN, Most and AMI-C that will bring about
compatibility
between various equipment on board vehicles regardless of their makes or
functions.
It is also known that people who rent cars frequently need directions, up-to-
date
information on traffic conditions and are also big consumers of tourism and
telecommunication-related services. Furthermore, it is time consuming and
rather
inefficient for rental vehicle providers to administer the distribution of
information
that is not directly relevant to the actual rental process.
It is also known that some of the vehicle rental automation solutions
currently
offered to the public require users to hold a wide variety of cards, club
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memberships and personal electronic devices that are subject to added costs,
theft, losses and delays.
It is also a fact that a large proportion of users do not read the actual
detailed
5 rental agreements before signing it and accumulate a fair amount of
documents,
receipts and contracts Through the rental process, most of which ending up as
waste.
Thus what is needed is an integrated, universal and reliable automated vehicle
10 rental system which can optimize the entire vehicle rental process; which
is easily
understandable and accessible by users; which encourages responsible behaviors
and yet is not over-dependent on new infrastructure or in-vehicle investments.
4. SUMMARY OF THE INVENTION
It is therefore a main object of the present invention to bring together
logical
intellectual processes and practical means to enable the entire rental process
to
take place easily between users, vehicle rental service providers and third
parties
in less time, with less cost and more reliability. Third parties may include
other
transportation, travel, vehicle rental or information networks, regulatory
entities,
credit or payment facilitators or any regular participant in the vehicle
rental activity.
It is an advantage of the present invention in that it eliminates much of the
labor
costs and delays throughout the entire vehicle rental process in 3 ways:
1) by removing the need for some tasks to be performed,
2) by delegating some tasks to unmanned systems and
3) by delegating other tasks onto users.
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Especially, it enables the delegation of those tasks within the rental process
that
typically do not require human judgement, fail to motivate human operators,
cause
delays or abrupt workload fluctuations, are repetitive, are prone to error or
more
efficiently performed by information systems or users themselves. Therefore,
it is
an advantage of the invention in that it provides access to rental vehicles
almost
instantaneously, 24 hours a day, 7 days a week and in an economically viable
manner for even the briefest of rental periods.
!t is also an advantage of the present invention in that it eliminates much of
the
occupancy costs and infrastructure investments currently required to hold a
vehicle rental activity such as on-site customer service facilities, expensive
retail
space, fenced lots, key delivery areas and so on. Therefore, it is an
advantage of
the present invention in that it lowers the threshold at which a rental
location is
economically viable and enables service providers to bring rental vehicles
much
closer to users in more numerous, smaller and widely dispersed locations.
It is also an advantage of the present invention in that it enables an
automated
vehicle rental process to be held in a legally compliant, financially secure
and
insurable manner whereby all parties are protected from the most common forms
of abusive, negligent or criminal behaviors.
It is also an advantage of the present invention in that it provides users
with a
quasi-instantaneous method to reserve, enter and exit a rental vehicle without
the
need for physical document manipulation, yet, still creating a legally binding
rental
agreement. It is also an advantage of the invention in that it provides users
with
clear and universal means to quickly identify available vehicles, understand
the
status of their vehicle access requests and identify those vehicles that
belong to
their preferred vehicle class. Additionally, the invention eliminates the need
for
vehicle allocation systems such as key delivery mechanisms and parking
coordination methods to be put in place at rental locations.
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It is an advantage of the present invention in that it does not require
intensive and
customized in-vehicle circuitry to derive its information on the traveled
distance,
energy consumption and vehicle behavior. Therefore, it is an advantage of the
present invention in that it can be installed into a vehicle or transferred
from one
vehicle to another in little time and at minimal cost.
It is also an advantage of the present invention in that it provides users and
vehicle
rental service providers with the ability to compatibly exchange information
with
third party systems such as departments of motor vehicles, travel networks,
credit
organizations and others.
It is also an advantage of the present invention in that it delegates to users
the
task of refueling vehicles on an accountable and effortless basis. In
particular, the
invention can be used in most forms or makes of terrestrial, naval or airborne
vehicles regardless of their energy source.
It is also an advantage of the present invention in that it enables the use of
one
single means to identify the user, access the vehicle and pay for the fuel or
energy
refills in rental vehicles. Moreover, the invention eliminates the risk of
error or loss
as well as the additional workload that come with manual handling of receipts
for
energy expenses made by users.
It is also an advantage of the invention in that it considerably speeds up,
documents and prioritizes the dispatching of field or repair technicians as
well as
the subsequent treatment of vehicle problems and insurance claims.
It is also an advantage of the present invention in that it delegates the
responsibility of summary vehicle inspection to the user and provides for a
clear
transfer of responsibility between the vehicle rental service provider and the
user.
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It is also an advantage of the present invention in that traffic fines are
matched
automatically with responsible users, documented and collected in an automated
and defensible manner.
It is an advantage of the invention in that it adapts automatically to the
language of
the user in most circumstances and applications, providing added comfort and
safety throughout the rental process.
It is also an advantage of the invention in that it provides for the rapid
detection,
tracking and resolution of problems that may have arisen with a particular
user,
vehicle or rental operation. The invention also enables service providers and
users to efficiently communicate with each other in a multilingual and
documented
manner to resolve complaints or problems.
It is also an advantage of the present invention in that it recognizes the
existence
of imperfect user behavior and provides users with incentives to act
responsibly
and disincentives to act fraudulently or irresponsibly.
It is also an advantage of the present invention in that it provides users and
vehicle
rental service providers with the incentive and control means to balance
vehicle
inventories between distant locations.
It is also an advantage of the present invention in that it enables rental
vehicles
with different ownership or coming from different but compatible rental
systems to
mix freely within a same location as a result of one-way rental itineraries.
Yet, this
apparent chaos is conducted in a highly organized, legally-compliant and
accountable manner with each moving asset carefully controlled and maintained
throughout its migration outside its original zone of service.
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Ifi is also an advantage of the present invention in that it provides users
and vehicle
renfial service providers with the means for last minute changes in reserved
vehicle
class without human intervention.
It is also an advantage of the present invention in that it enables complex
telematics operations and remote software updates as well as vehicle-
reservations
to be conducted in a less expensive, more reliable and priority sensitive
manner.
It is an advantage of the invention in thafi it provides rental vehicle
providers with
the ability to monifior the condition of use of their vehicles and especially,
to detect
risky behaviors such as speeding.
It is an advantage of the invention in that it eases and automates the process
of
finding parking spaces for rental vehicles as they travel to and from rental
locations.
It is also an advantage of the present invention in that each vehicle's on-
board unit
has substantial autonomy over its telematics network, providing the vehicle
rental
process with an increased reliability and efiFectively shielding the user from
the
most common forms of network failures.
It is also an advantage of the present invention in that a remote service
provider's
operator can take over the vehicle on-board processor when it is located
within
range and in case of unexpected circumstances.
In accordance with the invention, these and other objects are achieved with an
automated vehicle rental system for a fleet of rental vehicles, said vehicles
being
geographically distributed, each of said vehicles being normally locked when
not
rented, at least one of said vehicles, when not in use, being parked in an
unguarded location; said system comprising:
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vehicle communications means for enabling communication to and from the
vehicle, user-carried electronic devices, or other readers, and for
interfacing
with said user;
an on-board unit (OBU) located on each of said vehicles for interfacing with
5 said vehicle communications, and with a door unlocking mechanism;
a central reservations, management and location system (CRMLS) in
communication through a communications network with each of said OBU,
said CRMLS performing all reservations and management functions, said
CRMLS being linked to a database containing a location and availability of
10 each of said vehicles and a rate for rental, said CRMLS also being provided
with an allocation manager system for geographically allocating vehicles;
and
a key for accessing said vehicle, said key being borne by said user.
5. BRIEt= DESCRIPTION OF THE DRAWINGS
The present invention and its advantages will be more easily understood after
reading the following non-restrictive description of preferred embodiments
thereof,
made with reference to the following drawings in which:
Figure 1 is a schematic view of the major components of a system according to
a
preferred embodiment of the present invention;
Figure 2 is a schematic representation of the access control means for
accessing
a vehicle according a preferred embodiment of the invention;
Figure 3 shows the vehicle communications module and a variety of screen shots
of interaction with a user;
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Figure 4 is a schematic representation of the data flow when a user approaches
a
vehicle;
Figures 5A and 5B are schematic representations of the system architecture
according to a preferred embodiment of the invention;
Figure 6A is a flow-chart of updating of information regarding rental
location;
Figure .6B shows the process when reversing the availability status of a
vehicle
class;
Figure 7A is a view of an interface device for a field technician;
Figure 7B is the variety of interface view for the field technician;
Figures 8A and 8B are flow-charts of the registration process;
Figure 9A and 9B are flow-charts for reservations process for unregistered
users;
Figures 10A and 10B are flow-charts of obtaining availability and rates for a
user;
Figures 11A, 11 B and 11 C are flow-charts of operational processes according
to
the present invention;
Figures 12A and 12B are flow-charts of a rental fleet monitoring process;
Figures 13A, 13B, 13C, 13D and 13E are flow-charts for billing and other
transactions;
Figures 14A, 14B and 14C are flow-charts for in-vehicle dialogues;
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Figures 15A and 15B are flow-charts of processes while the vehicle is in use;
Figure 16A is a graph showing an intra-day forecast of inventory fluctuations
in a
3-station location group with a total combined fleet of 50 vehicles; and
Figures 16B and 16C are flow-charts for a vehicle inventory control;
Figure 17A and 17B are flow-charts illustrating responses to special events;
Figures 18A, 18B and 18C are flow-charts for energy management;
Figure 18D is a flow-chart for storage management; and
Figures 19A, 19B, 19C and 19D are flow-charts for fleet and parking
management.
6. DESCRIPTION OF THE PREFERRED EMBODIMENTS
The invention is mostly related to the backbone process management of the
rental
activity and to some particularly avant-garde embodiments. Due to varying
levels
of technology acceptance, crime rates and communication capabilities
throughout
the world, the invention is meant to be used across various platforms and
through
a variety of embodiments in order to reach all users in any vehicle. In the
text that
follows, the invention is described using mostly road vehicles in areas with
good
cellular radio coverage and average crime prevalence.
6.1 MAIN COMPONENTS AND ENABLING CONDITIONS
6.1.1 Enabling conditions for the user (FIGURE 1 )
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As will become clear further on, the following means are not vitally essential
but
should preferably be available to users in order to enjoy the full
functionality of the
invention:
~ Access to the Internet (1) (2) or to a dedicated computer terminal installed
by a
vehicle rental service provider (3) or some other similar form of data
communication means.
~ An information card or a sticker, for example on the reverse of an access
card
(4) to explain the meaning of the various pictograms to users and in their
language of choice.
~ Regular access to a telephone (2) to ,perform the most common reservations.
~ Credit card, debit card or any other forms of instantly verifiable means to
establish a user's credit worthiness.
6.1.2 Access control means (FIGURE 2)
Vehicles must be locked to deter unauthorized access. In the preferred
embodiments of the invention, any one of the following user-carried means can
be
used to gain access to vehicles for hire:
~ An electronic microchip equipped card, often called smart card (4)(9), or
any
similar small personas electronic means that the user carries with him and
where information such as secret code, names, allowed credit and preferred
language or programs are stored and can be retrieved by a smart card reader
or comparable apparatus. Such smart card means would typically be issued to
a new user upon registration specifically for the vehicle rental activity or
in
other cases it may already be in the possession of a user after being issued,
for example by a public transit or credit provider.
In a preferred embodiment, such smart card is contact-less and does not
require any physical contact to be read by the card reader. In one preferred
embodiment, said smart card is also used to perform other functions such as
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purchasing fuel for rental vehicles and in such case, the said smart card may
also feature contact points or a magnetic stripe to be compatible with
existing
retail card reading devices (4).
~ A mobile phone (10), an Internet-enabled mobile phone and any similar or
hybrid personal communication device (11).
~ An Internet-enabled personal digital assistant (PDA) (12) or any similar
computing device with personal wireless-communication capabilities.
In a preferred embodiment where personal electronic means may not be desired
or compatible or widely available, the following means can be used to access
vehicles for hire without the need for user-carried personal electronic means:
~ A numerical or alphanumerical keyboard may be affixed to a vehicle or to the
inside of a vehicle window in a clearly visible manner and in a way that a
user
can enter an alphanumerical combination by simply touching or activating the
relevant keys from the outside (13). Said keyboard being connected to the
system in a wired or wireless manner to be explained further.
~ Other digital or access control means where users need not carry any
personal
electronic means may also be used such as fingerprint, signature, or voice
recognition as well as other biometrics recognition means for special high
security applications such as granting access to a restricted vehicle.
6.1.3 Vehicle communications and positioning means
As will be described further in the preferred embodiments, all vehicles should
be
equipped with one or several of the following equipment or system to enable
communications to and from the vehicle as well as to acquire the relevant
signals
from the available positioning systems or from user-carried electronic
devices:
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~ In-vehicle data/voice telecommunication system ideally equipped for hands
free operation and linked to the vehicle positioning system in order to
provide
geographic location while communicating.
~ Software to enable and control the optional use of said data/voice
5 telecommunication system by users wanting to rent it for their own use.
~ RF modem if required or infrared device.
~ On board display, side-window-display (15) and keyboard or so-called touch-
screen (16) display for user and the service provider to exchange graphic and
text information.
10 ~ Electronic antenna (smart card reader) (17) to generate and read the data
signal from embedded-chip contact less cards (smart cards).
~ Transponder or Dedicated short range communication device (DSRC) (31)
~ Anfienna (33) and receiver system to acquire and treat the signal emitted by
space-borne global positioning systems (5) such as the American
Government's Global Positioning System (GPS) or from other sources such as
mobile radio communication networks (6).
6.1.4 In-vehicle equipment for electrical, physical and control operations
As mentioned earlier, the invention relies on as little cabling and customized
circuitry as possible in its simpler forms and can be installed in a wide
variety of
applications and vehicles. In its preferred embodiments for road vehicles, it
has
no physical customized cabling for outputs our inputs to and from the vehicle
in
order to enable vehicle rental service providers to quickly transfer the
devices from
one vehicle to another. However, the following is a list of various components
that
may be required:
~ On-board unit or OBU (35). This is the central processing unit inside the
vehicle. It captures and retrieves all information from the vehicle, the user
or
the network, processes if and delivers it to the appropriate device, platform
or
communication channel. In one embodiment, this OBU is installed as an after
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markefi component and flakes its power from a readily accessible electrical
source in the vehicle such as the lighter housing connection. In another
embodiment, this OBU comes with the vehicle as original equipment by the
manufacturer (OEM) and the processes described in this patent application are
simply executed on the OEM's OBU. A "dock-in" system that enables a
portable personal electronic device such as a mobile telephone or a PDA fio be
coupled to an in-vehicle stafiion can also be combined into an integrated in-
vehicle system to form an OBU and/or a telecommunications system.
~ Door unlocking mechanism. (18)
~ Vehicle ignition circuit breaker or any similar anti-theft device to
immobilize a
vehicle elecfironically. (18)
~ Control device to activate the engine starter. (18)
~ Alarm sysfiems against intrusion.
~ Picfiograms display visible from outside the vehicle (14)
~ Solar panel and battery pack fio supply power to some of the equipment that
may be installed in various parts of the vehicle. Such autonomous battery
power can avoid the need for a fiime-consuming and warranty-voiding
connection to the in-vehicle electrical system.
~ Camera (34). In some high security applications, cameras that take the
picture
or recognize the facial features of a given user can be installed.
~ Scanner (36). In jurisdictions where vehicle rental service providers are
required to verify entitlement means such as drivers' licenses, it may be
necessary to install an in-vehicle scanner for users to present and transmit
their entitlement means to a remote cusfiomer response center.
~ Short range, high frequency wireless communication devices to enable data
firansfers between the various in-vehicle equipment or, in a less advantageous
embodiment, cabled connections beteveen said equipment.
~ Miniature radio-transmitter to trigger the door unlocking mechanism without
fihe
need for special cabling.
~ Map database or remote access to a map database.
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~ Speech recognition/voice synthesizer system.
~ Biometrics equipment.
~ In-vehicle computer printer.
~ Motion, vibrations, heat detector, e.g. optoelectronic sensor.
6.1.5 CRMLS (Central reservations, management and location system)
As will become clear in the description of the system processes, powerful and
secure information processing means are required to manage all the past,
present
and future data generated by vehicles, users and third parties.
~ Central computer server where all reservations and management functions are
performed.
~ Internet computer server.
~ Interactive Voice Response systems (IVR) and/or Dual Tone Multi-Frequency
(DTMF) server (also known as touch-tone signal processing).
~ Base Station Systems (BSS) (may be required in some circumstances) (7)
6.1.6 Enabling administrative, technical and commercial conditions
In its preferred embodiments, the system is exploited within the framework of
administrative or commercial agreements and uses common communication
protocols with the following entities:
~ Energy distribution networks such as fuel stations (52).
~ Credit verification service providers or credit card providers (51).
~ Authorities responsible for issuing and controlling the entitlement means
such
as drivers' licenses (46).
~ Providers of insurance records or other types of public records to qualify
users
of the automated vehicle rental processes (51).
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~ Providers of content to mobile customers such as travel, traffic, navigation
or
weather information (50).
~ Insurance, vehicle repair or other referring organizations that frequently
direct
users to vehicle rental service providers (49).
~ Global Distribution Systems (GDS) (44) such as Sabre, Amadeus or similar
networks that are widely used for worldwide reservations of rental vehicles or
similar connectivity to Internet-based travel portals such as Travelocity.com,
Expedia.com and other similar information delivery organizations.
6.1.7 Other special equipment, contracts and procedures
~ Smart cards must be programmed before their issuance to each individual user
and special equipment and security procedures are required for such operation
to take place.
~ In order for vehicle rental service providers employees to inspect vehicles
and
confirm their odometer reading or fuel gauge levels, a master code or a
specially programmed smart card must be issued to them to allow for certain
operations to take place.
~ In order to ensure the proper allocation or' legal responsibility when users
take
possession of rental vehicles in unmanned locations and through an electronic
process, it is considered an enabling condition for service providers and
users
to agree and refer to a "general or master" rental agreement.
~ Throughout the processes that will be described further, encryption
techniques
or other comparable network security measures that are known to people
skilled in the art of computer networking are used extensively.
~ To enable the system to retrieve and send users' electronic messages using
their preferred email address, a registering user must have the relevant
information concerning said user's Internet Service Provider. For example:
user id, password, mail server address, DNS, etc. Alternatively, a user can
authorize the vehicle rental service provider or system manager to obtain such
information on said user's behalf.
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~ In order to assure users of the integrity of a rental process involving
average
speed, elapsed time or distance determination based on various equipment
and logical processes, it may be required to obtain an independent
certification
of the data accuracy or integrity from an independent and impartial third
party
in some jurisdictions.
6.2 SYSTEM ARCHITECTURE AND -COMMUNICATION METHODS
6.2.1 Data and voice communications between CRMLS and vehicles
In order for activities such as vehicle reservations, usage billing and fleet
management to take place, the invention relies on communications between 2
essential system components: the CRMLS (41) and an on-board unit (OBU) (35)
which is installed in each and every vehicle of a fleet (8). As was seen
previously,
said CRMLS is comprised of one or several networked computer servers capable
of rapidly processing a high volume of operations.
Depending on factors such as costs, location, radio spectrum availability and
proximity of the Public Switched Telephone Network (PSTI~!) (6) in a given
application, said communications between CRMLS and OBUs (35) may be
advantageously carried out through an additional system component which is the
local base station system (BSS) (7) (43). Said BSS can be connected to the
PSTN and installed within radio frequency (RF) range of a rental location to
communicate with vehicles when they are picked up or returned for example (8).
A BSS is a semi-permanent apparatus comprised of a processing unit such as a
portable computer connected to the CRMLS and a RF transceiver, which enables
a BSS to communicate with OBUs within vehicles. It can be advantageously
moved from one location fio another as a vehicle rental service provider
reacts to
changes in its commercial environment.
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The introduction of a BSS as an intermediary component can be advantageous
where there is no reliable cellular radio coverage available or as a means of
reducing telecommunications costs. A BSS would typically use a combination of
the PSTN lines and inexpensive short-range wireless communications as an
5 alternative to cellular radio networks (Figure 1 ).
The BSS can also be used advantageously within a vehicle rental network to
transfer large amounts of data such as when remotely transferring maps and
updating the database or software within a particular vehicle's OBU.
In fact and as can be seen on Figure 5, the invention allows the CRMLS and
OBUs to use a variety of communication architectures as long as they can
exchange information between themselves. For instance, such methods can be as
direct as having one or several worldwide CRMLS (41) entering in direct
communications with any given vehicle anywhere in the world where there is a
cellular radio network. In practice, it should be expected that each
particular
application would find its own balance between the advantages and
disadvantages
of a direct and centralized communication architecture by carefully analyzing
the
wireless communications environment. ~ .
To also accommodate the varying priority levels of communications between the
CRMLS and the OBUs, the invention provides for a combination of data and voice
transmission channels, techniques and protocols to be used. In an application
where a service provider would use the invention for vehicle rental activities
on 5
continents for example, then a CRMLS network could be formed with 5 similar
continental CRMLS interconnected by methods such as an integrated services
digital network (ISDN) (41). On each continent, CRMLS and vehicles could then
communicate by combining instantaneous connections for high priority content
and delayed Internet-supported data transfers through a BSS for low priority
information exchanges such as updating software running on the OBU of a given
vehicle. According to the volume of activity and the local conditions of a
given
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rental location, components of the system will be programmed to use the most
appropriate channel within such options as ISDN, BSS connected to the PSTN or
third party cellular radio networks.
6.2.2 Connectivity standards of in-vehicle components
As telematics and other electronic systems become more prevalent in vehicles,
initiatives have recently been taken by equipment suppliers, vehicle
manufacturers
and other organizations to agree on open and universal connectivity standards
such as Bluetooth, LIN, MOST, AMI-C or IDB in order to facilitate the
connectivity
between said systems. In the preferred embodiments of the invention, the OBU
and its related components make extensive use of such universal standards to
reduce installation costs, improve performance and to take advantage of
components already preinstalled by OEMs to measure the distance or speed pulse
for instance.
In fact, it is considered likely that in future embodiments of the invention,
many of
the in-vehicle components described in sections 6.7.3 and 6.1.4 will be
factory
installed by OEMs and the invention will ~ then mostly deliver its benefits at
the
process management level.
6.2.3 Third party access gateways
With the simultaneous emergence of a wide variety of mobile communication
devices and services for mobile customers, several organizations have recently
been created to effectively act as gateways as well as telecommunication,
application and billing intermediaries between providers and users. In one
preferred embodiment, data and voice communications between CRMLS and
vehicles as well as substantial elements of the processes to be described
further
can be contracted out to such organizations using a variety of different
networks
and communication methods to achieve the same objectives.
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6.3 RECaISTRATION-RELATED PROCESSES
The invention provides new users with means to securely, autonomously and
electronically register or update their personal information with a vehicle
rental
service provider, such as address, telephone number, special conditions,
desired
rate and incentive options, preferred vehicle class and information related to
payment or entitlement means.
6.3.1 On-line or Internet-based user registration or profile update
In a preferred embodiment, the registration is performed direcfily by the new
user
through one or several multilingual Internet sites controlled by a vehicle
rental
service provider or an interconnected third party. It should be noted that in
its
preferred embodiment, the invention does not require but still enables a human
operator to intervene during the registration process. In the course of this
process,
the user will also be selecting a secret code and/or agreeing on some other
security procedures, a cornerstone of the system protection.
As can be seen in FIGURE 8A, said registration can take place from any
Internet
enabled device in the world including the OBU of a rental vehicle itself
through a
regular remote-connection or wireless Internet session with the CRMLS.
6.3.2 Spontaneous registration by interfacing with vehicle equipment
In a preferred embodiment, the invention provides new users with means to
register or open an account with a vehicle rental service provider with no
advanced registration whatsoever and through an immediate and direct interface
with the actual vehicle that they are wanting to rent.
As seen in section 6.1.2, said process can be enabled by having a side-window
display (15) and a keyboard (13) affixed to the inside of a vehicle window in
a way
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2$
that a user can activate the relevant alphanumerical or symbol keys from the
outside. In such embodiment, summarized user instructions or advertising means
may be posted in a manner that can be read from outside the vehicle and in the
main languages where the vehicle is ofFered (14) (15).
After assimilating said instructions, said new users would then be requested
to go
through a minimal security procedure before being granted access to the
vehicle.
This procedure could involve the user entering one verifiable personal
information
from outside the vehicle such as a driver's license number, a special code
obtained in advance or a credit card number. After performing satisfactory
verifications, the OBU unlocks the door. Using the vehicle communication means
such as the display and keyboard, the new user is then able to continue the
registration session, if required, in the comfort and relative privacy of the
vehicle,
directly entering the additional information required until the registration
process is
complete.
6.3.3 Spontaneous registration using a personal communication device
In a preferred embodiment, the invention provides for new users to register
with a
vehicle rental service provider by simply dialing a special CRMLS number
advertised on a vehicle from their personal communication device or from a
public
phone. Said new users would then be prompfied to precisely identify the
vehicle
they are looking to rent by entering the selected vehicle's assigned number.
Said
new users would then be requested to go through a minimal security procedure
such as entering one verifiable information over the. phone and continuing the
registration session in a manner much similar to the one described in section
6.3.2. Upon successful completion, the CRMLS would then instruct the OBU to
unlock the doors.
6.3.4 Spontaneous registration using a general-purpose smart card
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In yet another embodiment, the invention provides for users to spontaneously
register by presenting a widely distributed personal electronic means already
in
their possession for other applications without the need to have any prior
relationship with the vehicle rental service provider. Said electronic means
can be
a general-purpose electronic purse or a national social security smart card or
a
credit card equipped with a chip card for instance. After the information
contained
on said smart card has been verified, the new user would then be granted
access
to the vehicle in order to complete the registration process in a manner much
similar to the one described in the previous sections.
6.3.5 Verification of the user-provided information
As can be seen in Figure 8A and before enabling a new user to actually use a
rental vehicle, the system verifies that the information submitted by a
particular
user is correct and acceptable without or with minimal human intervention.
Depending on the level of security and credit verification desired, said
verification
could be more or less thorough. In a preferred embodiment, fully automated
database queries are made from the CRMLS to the remote entity responsible for
regulating the use of the appropriate category of vehicles in a given
jurisdiction;
e.g. drivers' license issuing office. Such automated verifications can confirm
if the
public records for a new user match or closely match the information that has
been
submitted and if a user is entitled to operate a given class or form of
vehicle. The
system then automatically verifies that the credit card information submitted
matches the information registered with the credit card issuer and that the
card is
valid. Upon confirmation that all information given is correctly correlated in
the
queried databases and/or is acceptable in relation to the service providers'
system
criteria, the new user ID or account number is generated.
In one parkicularly secure embodiment where spontaneous registration methods
are not allowed, the system can be programmed to voluntarily .delay the moment
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when it verifies the information submitted by a new user in order to allow
sufficient
time for stolen credit or entitlement means to be reported. After the
verification
has completed and if a personal electronic access means such as a smart card
is
also used said means is then issued for mailing to a new user or for retrieval
at a
5 retail point. Therefore, in such secure embodiment a criminal would need to
have
unreported access to the secret code, the entitlement and credit means as well
as
physical possession of the personal electronic access means to register
falsely
and access the system. In practice, it is expected that operators of the
system will
balance the use of such security features with other commercial and legal
10 requirements.
Yet, in an even more secure embodiment and when provided with confirmation of
the appropriate legal or system manager authority, the system can also
automatically verify a new user's standing with various reporting entities
such as
15 credit agencies, insurance bureaus or other relevant public records (51).
The system also provides for all above verifications to be repeated at
selected
intervals or occurrences according to defined criteria to ensure that
registered
users have maintained their good standing, entitlement or payment means, e.g.
20 only upon registration or on an annual basis or for every single
transaction.
In the case where automated queries have been unsuccessful, e.g. due to a
denied access or incompatible connectivity with the concerned remote
databases,
it is provided that the present invention will produce a request for manual
25 intervention to a human operator.
If this occurs during registration, the system will then withhold the
authorization to
activate a new user until such manual intervention has been completed and
reported back to the system or until an authorized system manager overrules
the
30 holding pattern. It is also provided that each user registration is
compared with the
existing database to prevent double registration or registration attempts by
past
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users with revoked access privileges. This explanation of the verification
process
is only provided as an example as several difFerent security levels and
embodiments are possible to achieve comparable goals. As per current vehicle
rental practices, most service providers that operate through manned retail
counters are usually satisfied with semi-automated telephone credit card
verifications and a visual verification of their customers' entitlement means
before
granting access to a vehicle.
According to the invention, such human verification can replace or be combined
with the above described automated processes in order to instantly deliver a
secret code and the corresponding access means when such retail points are
available and if such a security level is acceptable to a service provider.
6.3.6 Remote visual verification of the user entitlemenfi means
In some jurisdictions and for some applications, the law requires that vehicle
rental
service providers make a visual verification of the driver's license presented
by a
user before granting them access to a rental vehicle. In a preferred
embodiment
to deal with said requirements the rental vehicle is additionally equipped
with a
scanner (36) and a camera (34). When a user is seated in the vehicle, he is
prompted to insert a valid driver's license into the in-vehicle scanner. The
picture
file and the scanned document file are then sent to a customer service and
response center for authorization. Said visual verification process can be
added to
the previously described registration processes in order to comply with said
laws
or to increase the security level of the rental system.
6.4 RESERVATIONS-RELATED PROCESSES
6.4.1 Querying the system for availability and pricing (Figure 9A)
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All updated information concerning the availability of vehicles and their
pricing can
be found within the CRMLS. In order to continuously and automatically answer
queries, process reservations and distribute the relevant information to
actual and
potential users, the invention is able to use both an internal information
network
and an external information distribution system.
In a preferred embodiment, the internal information network is comprised of
several computer servers dedicated to the vehicle rental service provider's
Internet
sites, DTMF (touch-tone) or interactive voice response systems (IVR) that are
part
of the CRMLS. Users can access said internal information network from any
telephone, computer or Internet enabled device in the world including the OBU
within rental vehicles.
External systems are made up of third party computer servers that are directly
or
indirectly linked to the CRMLS. In a preferred embodiment, such external
systems
are made up of Internet travel portals and Global Distribution Systems (GDS)
(44)
such as those used by travel agents and which can automatically query the
CRMLS for availability, pricing and reservation confirmation numbers. Such
external systems are known to people skilled in the art of networking
computers in
the travel and transportation industries and no further explanation is
provided on
the intricacies of such information networks.
6.4.2 Reserving a vehicle for future use
The invention provides for optional, multilingual and automated reservations
to be
made and confirmed around the clock and from/to any part of the world. In a
preferred embodiment, the invention provides for registered and experienced
users to make basic vehicle reservations on the IVR or DTMF system. The
invention also provides for registered and unregistered users to make more
complex reservations over the Internet. For instance, the Internet would be
the
preferred reservation mode for a user wanting to reserve a special vehicle at
an
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international rental location and to obtain a geographical map at the same
time
(Figure 6A).
6.4.3 Vehicle allocation and standard rate determination
As can be seen in Figures 10A and 10B, the reservation process takes into
account various elements such as user-provided duration (24), involved rental
locations, vehicle class and bookings on-hand to determine if a rental vehicle
can
be reserved for a user. The system also provides for standard rates to be
applied
to rental transactions depending on the advance notice given by the user. For
instance, reservations placed 24 hours before an actual rental may be billed
at a
different rate than reservations placed only 1 hour prior to rental.
It should also be noted that the system manager has the possibility to
establish
criteria beyond which reservations will be declined. As will be seen further,
the
system also employs special processes to modify said criteria in order to
react to
changing conditions such as an imminent vehicle shortage.
6.5 SPECIAL RESERVATIONS-RELATED PROCESSES
Some already known issues in the daily or weekly vehicle rental industry
became
exacerbated in the context of repetitive hourly rentals and the invention
provides
for added functions to address those.
6.5.1 Repeat reservations (Figure 9B)
The system provides for quasi-permanent repeat reservations to be made in one
operation. For example, frequent same location users may book a vehicle for
every Monday morning for the next month and will be prompted to renew this on-
going reservation before the end of the term.
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This enables a user to rely on a vehicle always being available at the same
location, at the same time and without time-consuming iterations.
6.5.2 Preferred rate determination and user compliance incentives
The invention provides the means to rate and encourage users' compliance with
the rental agreement upon which the contract is formed between service
providers
and users. It also encourages users to utilize the rental system frequently.
In a
preferred embodiment, each user is rated against factual behavior/volume
criteria
(BV) which are defiermined from a formula taking into account the number and
gravity of reported incidents against a user as well as the number of times
said
user has rented vehicles within the system (mainly Figure 10B and as part of
several other processes).
Examples of said incidents are
a) lack of punctuality against reserved vehicle access and return times
b) users returning rental vehicles in untidy or damaged conditions
c) users returning vehicles in a different location than originally booked
d) unreported traffic violations
e) failure to show up for or to cancel an active vehicle reservation
f) moving the rental vehicle outside an authorized radius (28)
The invention provides for said incidents to be marked against a user up to a
certain threshold (e.g. BV = 1 ) beyond which penalties or rate increases are
applied, messages are sent or other actions may be taken automatically or
manually (Figure 10B and 17B). Inversely, users who consistently rent vehicles
with low incident occurrence can automatically receive encouragement messages
and reduced rates.
To understand the vital importance of such mechanisms in an automated short-
term rental system it should be understood that vehicles will normally be
rented
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out several times a day to different users and that there is usually no
technicians
to verify or correct the condition of vehicles in between rentals. It is known
from
economic models that even marginal improvements in user compliance with
reserved times as well as reductions in vehicle downtime have a very
significant
5 impact on the economic viability of a rental system'. For example, it is
easy to
understand that important utilization losses and poor fleet planning will
result for
the service provider if too many users exaggerate - even by half a day only -
the
length of their required rental period or fail to show up for a reserved
vehicle. It is
also obvious that important shortages, customer complaints and poor fleet
10 planning will result if vehicles fail to return within the expected rental
duration, if
they are returned at the wrong location or unfit to be rented again as a
result of
careless behaviors.
6.5.3 Providing users with information on rental locations (Figure 6A)
With the help of various means, such as voice instructions over IVR and/or
DTIVIF
systems and Internet sites, the user is able to find any rental location in
the system
register and obtain related maps, directions and link to services.
As was seen previously, said locations require no or very little
infrastructure to
enable vehicle rental service providers to create, modify or remove a rental
location at very little cost in order to respond to varying market or seasonal
conditions or other. In order to ensure that users afiFected by such changes
are
kept informed the invention provides for an automated diffusion of the
information
to relevant users when the location register is updated. As an example,
relevant
users may be defined as those having chosen the location being modified as
their
default location or users having used said location in the past.
As can be seen in Figure 6A, it should also be noted that the system manager
must allocate each new location to a group of locations. Such locations groups
are used in various processes, including "Vehicle Inventory Control".
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6.5.4 Preventing duplicate reservations
To prevent large scale-vehicle theft and invalid reservations, it is important
to block
users from placing multiple conflicting reservations. Therefore, it is
provided that
the system will compare new reservations made by a user with existing
reservations previously made by same said user (See Figure 12A). In the case
where such duplications are detected, the user is automatically notified and
the
reservation is cancelled. Note that this rule does not apply for ancillary
services as
described in section 7.3.3.
6.5.5 Billing users for unused reservations
As can be seen from the various processes, a reservation made by a user can
cause the system to refuse other reservations or proceed to vehicle
relocations
within the network. As a result, lost opportunities and unnecessary costs can
be
incurred when users fail to use their reservations and neglect to modify or
cancel
them. Therefore, the system can automatically bill and update behavior/volume
ratings for users who have failed to use their reservations after a system
manager
defined grace period has expired. Said billing can be established based on
past
user track record as can be seen in Figure 13A.
6.5.6 Allowing users to cancel or modify existing reservations
It is provided that users may call or log into the system at any time to
modify a
reservation. For instance, such communication may be established directly from
an OBU in a rental vehicle, an Internet-enabled device or a telephone. It is
also
provided that said modification can generate fees if it is made beyond a
certain
system-manager defined advance notice period and if the vehicle rental service
provider chooses such option. Figure 13B provides an example of such process.
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6.6 PROCESSES PRIOR TO THE VEHICLE RENTAL
6.6.1 Random allocation of rental vehicles (Figure 6B)
In a preferred embodiment, vehicles are allowed to park at random to maximize
the utilization of space and a pictogram (14) or message display (15) visible
from
outside the vehicle informs the user or passerby if a vehicle is available. No
specific vehicle is allocated to a given reservation and reservations are
treated on
the basis of the vehicle class (see sections 6.8 and 7.1 for exceptions to
this rule).
Therefore, all vehicles within a same class at a given location are shown as
available as long as there is still at least 1 vehicle available for rent (See
Figure
6B). fn this manner, users can enter a parking area in no particular order and
choose the vehicle that is most conveniently located or that best corresponds
to
their taste of the moment.
Said pictogram (14) or side-window display (15) can also be used to
communicate
various other information before a user accesses a vehicle such as applicable
rental conditions, available services, maximum rental period allowed, one-way
trip
availability, equipment on board and so on.
It should be noted that the above-described allocation process does not apply
to
one-way inter-city rentals (6.8.8) or automated inspection scheduling of
vehicles
on sale (7.1.5) and that in such particular cases, a specific vehicle may be
allocated to a specific user.
6.6.2 Securing payment before granting the use of vehicles
In most applications, the system deals with numerous retail users of varying
creditworthiness and from which payment must be secured before granting access
to a vehicle in order to protect vehicle rental service providers. Also,
instruments
such as credit cards and access cards can be stolen from users and it is
important
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to prevent vehicles from being entered by illegitimate card bearers. Figure
12A
shows how such verification is made when users have an advance booking or
Figure 11A in the case of a spontaneous rental. As can be seen from Figure 12A
and in the case when the system is unable to secure payment from a user
holding
a reservation, said user will be notified in advance and will have an
opportunity to
rectify the situation.
6.6.3 System-prompted modifications to the demand for rental vehicles
As indicated, vehicle rental systems are subject to sudden peaks in demand. As
can be seen in Figure 16A, shortages may easily occur at one rental station
(Station B at period 4 in this example) even if there are several unused
vehicles
elsewhere in the network.
Since users come to depend very much on said rental systems, they may suffer
significant consequences when a reservation is not honored or when a vehicle
cannot be rented spontaneously at their preferred location. Thus, there is a
benefit in optimizing the management of this process.
As will be seen further, many vehicle inventory imbalances can be avoided by
taking early corrective actions but for those that cannot be avoided, there is
also a
benefit in informing users about the problem as early as possible.
Therefore, it is provided that the CRMLS constantly monitors the rental fleet
and
automatically communicates with the relevant group of users in order to
provide
advance warning and modify the demand for vehicles when facing an actual or
imminent vehicle imbalance in the network. Figure 12B provides an illustration
of
the following examples:
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a) If a location is likely to experience a shortage in a particular vehicle
class but
has a surplus in a superior vehicle class, the user may automatically be
upgraded to the next vehicle class and be notified of such minor change (30A).
b) If a location is likely to experience a shortage of vehicles in all vehicle
classes,
the system will post a message on the Internet to influence future
reservations.
Furthermore, it wilt send a message to the group of users already holding
reservations at the affected location to offer them an incentive to postpone
or
modify their existing reservations.
c) If a location is positively experiencing a vehicle shorfiage, the system
will
automatically cancel the reservations it cannot honor and attempt to contact
the relevant users to provide them with as much advance notice of the problem
as possible.
The system-prompted modifications here described can be summarized as an
attempt to reduce the gap between demand and offer by making modifications in
the demand pattern for rental vehicles. As will be seen further, other methods
are
also used to reduce said gap by making modifications in the offer pattern for
rental
vehicles. Although voluntary modifications to reservations represent an
inconvenience to most users, it is believed that an incentive-based method
which
provides alternative options is an acceptable compromise which can
substantially
contribute to rental fleet optimization and overall user satisfaction.
6.7 PROCESSES DURING VEHICLE RENTAL
6.7.1 Granting access
Depending on the technology and communications network that are prevalent
where the invention is deployed, users may access vehicles with any of the
access
means described in 6.1.2 and illustrated in Figure 2.
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It is also provided for the OBU and the CRMLS to open a communication link
when a user is requesting access to a rental vehicle. This is for 2 reasons:
a) to
reduce the risk of illegitimate users accessing a rental vehicle and b) in
order to
inform the CRMLS that said rental vehicle will become engaged into a rental
5 transaction.
Figure 11A shows an example of the process in the case of a smart card access
means.
10 6.7.2 Advance verification and instant access for users bearing
reservations
Because users are often exposed to the elements while attempting to access
rental vehicles and since the absence of human assistance can be intimidating
at
times, there is a benefit to unlock the doors of a rental vehicle as quickly
as
15 possible for legitimate users. Also, in the case where a user has already
made a
reservation, it is useful to spare the user from having to reenter again the
information related to the rental transaction such as the drop-off time and
location.
Such benefits are achieved by moving most of the reservation information from
the
CRMLS down to the vehicle level (Figure 11A).
As will be seen later, every time a vehicle returns to a rental location, its
OBU
enters into a dialogue with the CRMLS and it is provided that the system take
opportunity of this communication to update both the OBU and the CRMLS.
During said communication session, the CRMLS communicates the updated list of
approved reservations to the relevant OBU. For example, the list of
reservations
for the next 24 hours at the relevant location can be stored in the OBU at
thafi
moment. As was seen in section 6.6.1, all vehicles within the same class at a
given rental location should receive such reservation information since all
are likely
to be chosen by a reservation bearer.
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In those circumstances where a reservation is already stored on the OBU's
memory, the doors can be unlocked instantly to provide an improved service to
the
user (figure 11A). In those circumstances however, it should be noted that the
OBU still simultaneously verifies with the CRMLS to ensure that the same
reservation number is not being used twice. That would be the case for
instance if
a user walked from one vehicle to another and presented a smart card access
means to several vehicles.
6.7.3 Access control for spontaneous rental
In the case of spontaneous rental requests without prior reservations and by
presenting access means such as smart cards, it is provided that the system
will
immediately query fihe CRMLS to obtain an authorization prior to granting
access
fio a user. As explained previously, it is important for users to be kept
informed of
the status of their access requests during the few seconds while they wait
outside
a vehicle and for this reason, a pictogram display (14) or side-window display
(15)
will acknowledge the request in process for users' added comfort. Once the
authorization has been received from the CRMLS, the doors are unlocked by the
OBU (Figure 11 B).
In the case of spontaneous rental requests by using access wireless
communications access means such as a mobile telephone, it is provided that
the
CRMLS will first conduct the verifications and then instruct the OBU of the
concerned vehicle to grant access to the requesting user. During this process,
the
CRMLS will keep users informed as to the status of their access request via
the
IVR, DTMF, Internet or live operator mode that is being used.
6.7.4 Graceful degradation of the access control mode
As can be seen in Figure 11A and in case of a network failure; it is provided
that
most access requests triggered by an autonomous access means such as a smari
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card can still be processed to prevent users from being stranded next to an
inoperative rental vehicle.
In the case of access requests coming from access means that are dependent on
a wireless network such as a mobile phone, a network failure or overload would
effectively prevent a user from accessing a vehicle. However, it is provided
that a
BSS telecommunications structure can be used in areas where communications
are subject to more interference or less reliable networks. As can be seen
from
Figure 5B, a BSS is a semi-autonomous unit that does not depend on a third
party
wireless network. In most cases, it uses a combination of the PSTN and a
vehicle
service provider's own independent communication method such as short-range
radio, effectively shielding the process from public wireless network
difficulties. A
simplified user register is also stored on the BSSs memories to enable the BSS
to
carry out the authentication process in case of a CRMLS network failure.
6.7.5 Moving users to a different vehicle class at the rental location
As was seen in section 6.6.3, it is sometimes required to move users to a
different
vehicle class (generally higher). As users may not be reached on time by the
CRMLS, it is also provided for users to be informed of this change through the
side-window (15) and/or pictogram display (14) from any vehicle at the
relevant
location. As can be seen in Figure 12A, all vehicles within a location are
always
informed of all outstanding reservations and they can also display a specific
message to said upgraded users to direct them to the appropriate vehicle and
in
their preferred language (30A).
6.7.6 Vehicle inspection
Prior to entering the vehicle and within the conditions of the general rental
agreement, it is provided that the user is responsible for making a
superficial
inspection of the rental vehicle's condition. Such inspection is confirmed by
the
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user (21) prior to transferring the legal responsibility of the vehicle. See
Figure
14A for process.
6.7.7 Confirming fuel level and odometer reading
As will be seen further, the system may often use reckoning methods to
determine
the fuel level if a universal connection with the vehicle instruments is not
available.
Thus and in relevant applications, the OBU requests users to enter or confirm
the
fuel level and odometer reading prior to the rental vehicle being released as
a
verification procedure (21A). As will be seen further, such confirmation is
helpful
in tracking down energy-related fraud (e.g. fuel theft) and in providing a
proof of
the user's acceptance of the fuel quantities and distance-related charges.
6.7.8 Language adaptation for international users
Rental vehicle users are often foreign travelers who are not familiar with the
language in use within a national rental system. Because users' convenience
and
safety very much depend on their ability to understand the rental process, get
directions, abide by local regulations or obtain services while traveling,
there is a
great benefit to customize any user interface to their preferred language.
Therefore, it is provided that the system will request users to enter their
preferred
language upon registration See Figure 8A. Due to translation costs and other
legal aspects, it is also provided for users to enter a second language of
choice for
those circumstances where delivering the service in the preferred language is
not
possible. Upon registration, the system will attribute a permanent language
code
that will always follow the user anywhere in the world thereafter. Following
the
system acquisition of said language code it is provided that a language code
verification routine be part of any process running on any platform, system or
device in order to ensure that the system always communicates with a user in
hislher preferred language. See examples of said routine in Figure 9B, Figure
11 B
or Figure 12A.
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6.7.9 Confirmation of the rental agreement prior to releasing the vehicle
Once a user has gained access to a vehicle, it is provided that the system
will
prompt said user to input and/or confiirm the parameters on which the rental
agreement will be based such as drop-off time and location (24). Also see
Figure
14A for an example of the process.
6.7.10 User authentication prior to releasing a vehicle
It is advantageous from a security standpoint to confirm that a user's
identity is
genuine before finally releasing the vehicle for hire. In a preferred
embodiment,
the system requests that a user enters a secret code (20) or follows a
personal
identification process such as answering personal questions to confirm said
user's
identity (19). Alternatively, voice recognition (22) or fingerprint, signature
or any
other authentication means may be used. Upon positive authentication, the OBU
(18) releases the ignition of the vehicle (23). Also see Figure 11A.
It should also be noted that if a vehicle was accessed instantly and wifihout
a
remote verification of the user and reservation with the CRMLS (See AAA in
Figure 11 B), the OBU must have completed its verification with the CRMLS
befiore
releasing the ignition. The purpose of such verification is to prevent users
from
generating multiple transactions (starting multiple vehicles) with a single
reservation, a situation that could potentially lead to confusion or large-
scale theft
of vehicles.
6.7.11 Securing a credit card reserve
It is standard practice for vehicle rental providers to reserve a certain
monetary
amount on users' credit card accounts when opening a rental agreement. Such
practice serves to encourage users' compliance with the rental agreement and
to
avoid costly procedures to recover small amounts in the case of damages to the
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vehicle or other disputes. Thus, it is provided for the system to make such
reserve
prior to the vehicle being released and to reverse it only when the vehicle
used by
a given user has met certain conditions. For instance, when the vehicle
provider
has inspected the relevant vehicle or when said vehicle has been rented again
a
5 certain number of times or for a certain period of time with no incident
being
reported.
6.7.12 Transfer of responsibility and CRMLS/OBU handshake
10 It is provided that once a reliable authentication method has been used
that the
user associated with said exclusive authentication becomes responsible for the
vehicle (within the limits of the rental agreement) until the user has been
discharged of this responsibility by another user or by the system manager. As
can be seen in Figure 11 B, once a vehicle ignition has been released the OBU
will
15 establish a communication link with the CRMLS in order to update the
Vehicle
Inventory and Reservations register and launch the Rental Fleet Monitoring
Process for the relevant vehicle.
6.7.13 Rental agreement on board
Although the vast majority of users very seldom read or use rental agreements
in
the normal course of their rental transactions, there are circumstances where
said
agreements need to be produced. As an example, some jurisdictions require
drivers of rented road vehicles to hold a copy of their rental agreements in
case
they would need to demonstrate to authorities that they have legitimate use of
the
rental vehicle in their possession.
In the prior art, it is most common to prepare, manipulate, print and exchange
paper documents for every single transaction regardless of the fact that those
documents will usually not be used and be discarded. To avoid such waste of
resources, it is provided that rental agreements can be viewed on request (26)
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either on the OBU's display (16) or on the side-window display (15) or on a
local
printer within rental vehicles if appropriately equipped. To enable such
localized
display or printing, the CRMLS remotely downloads a template of the rental
agreement into the OBU's memory and the OBU need only merge said template
with the specific information concerning the relevant user when prompted to
print
or display.
6.7.14 Vehicle documents on board
There are also circumstances where vehicle insurance and registration
documents
need to be accessed. In the prior art, it is common for such documents to be
left
in the rental vehicle or manipulated at every single rental transaction.
To avoid such an opportunity for theft or loss, it is provided that vehicle
documents
can be viewed on request either on the OBU's display (16) or on the side-
window
display (15) or on a local printer within rental vehicles if appropriately
equipped. To
enable such localized display or printing, the CRMLS remotely downloads a
template or image of the documents into the OBU's memory and the documents
can be electronically retrieved at will (26).
6.7.15 Direct voice/data communication and automated vehicle location
There are circumstances such as emergencies when instant voice or data
communication is required or desirable between the user and the Customer
Service and Response Center (CSRC) (25). For this reason and if desired by the
system manager, it is provided that a communication link may be established
instantly with the CRMLS by pressing a single button on the OBU keyboard or
display (16) or by following the complaint process as will be seen further.
Upon
establishing such link, the OBU transmits along the last recorded GPS position
so
that the CSRC may instantly and precisely locate the vehicle without the
user's
participation.
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6.7.16 Exchanging geo-referenced and translated text messages
As the radio-communication bandwidth, personnel requirements and
telecommunications costs are much greater to hold live conversations between
users and CSRC than to exchange standardized short text messages, a system
manager may limit the use of direct voice communications to emergencies and
deal with other requests via a short message system. Furthermore, there may
also be circumstances where same users are not fluent in the languages) spoken
by the Customer Service and Response Center representatives (CSRC) within a
national rental system. For those reasons, it is provided that users and CSRC
may exchange pre-configured text messages and that said messages be
automatically converted in the relevant language so that parties may
communicate
more easily.
Such exchanges may be particularly useful to users who request travel
information
(29) or as will be seen further, for those who wish to modify and place a
reservation or forward complaints to the CSRC.
It is also provided for some selected services to be automatically billed to
users
through this type of exchange as illustrated in Figure 13C.
For safety and convenience reasons, it is also provided that all
communications
exchanges between OBU and CRMLS/CSRC are accompanied with the
geographic position such as the last GPS reading in order to improve the
relevance and accuracy of the exchanged information (Figure 14C).
It should also be noted that the above-mentioned communications are made safer
and greatly facilitated by the use of an optional speech recognition/voice
synthesizer system as can be seen in Figure 14C.
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6.7.17 Internet access on board
In many circumstances, users know where to find the information they are
looking
for and the wireless Internet is well suited for their searches.
In those circumstances and as can be seen from Figure 14C, it is provided that
the
OBU can give access to the wireless Internet by digital or voice activation.
6.7.18 Renting air time on the communication system
As can be seen from Figure 14C, users may use the communication system within
rental vehicles for their own personal use and be billed for it.
6.7.19 Electronic mail capability
As can be seen from Figure 8B and as mentioned in section 6.1.7, users are
prompted to provide their preferred electronic mail (email) address upon
registration along with the relevant Connection details. Thereafter and during
the
use of any equipped rental vehicle anywhere in the world; it is provided that
a user
may automatically retrieve emails from his own preferred email address by
simply
requesting such service through a one-step digital or voice command. This is
made possible by the CRMLS and/or the OBU having stored the user's mail server
address and access methodology upon registration.
As can also be seen in Figures 14C and 13C, the system enables vehicle rental
service providers to bill users for such electronic messaging service.
6.7.20 Registering additional users/drivers on board
A user may occasionally want to share the burden of driving a rental vehicle
v~rith
one or more traveling companions) (in the case of a road vehicle for example)
In
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order to allow said additional drivers) to operate legally the rental vehicle
and in
cases when a full registration of the additional driver is not convenient, it
is only
required that minimal information be entered by said additional userldriver.
Said
information may comprise name and driving license number provision for past
record verification or insurance purposes. To do that, the OBU enters into a
dialogue with the additional driver to capture and retransmit the relevant
data to
the CRMLS, which in turn verifies and communicates back its authorization.
6.7.21 Showing accruing rental costs during the rental transaction
As can be seen in Figure 15A, the OBU constantly monitors the distance,
elapsed
time, energy consumption and miscellaneous costs to constantly provide the
user
with real-time information on the rental transaction.
6.7.22 BSS independence from the network
In order for transactions to proceed swiftly and since most users will usually
request vehicle rentals within the same geographical area. It is provided that
all
BSS's within a given area will be loaded with basic information on the users
most
likely to request services within said area. Thus, in the case of a network
failure, it
is provided that dramatic system shut down can be avoided and that basic
rental
operations can be carried out between users and service providers.
6.7.23 Real-time monitoring of user compliance with schedule
It is important to ensure that users comply with their scheduled rental
periods in
order to optimize the use of the rental fleet and to provide for the early
detection of
stolen or abandoned vehicles. As can be seen from Figure 15B the system
provides for automated electronic or voice messages to be communicated on
board a rental vehicle to inform users of the expiration or imminent
expiration of
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the reserved rental period and to offer them the option of extending their
rental
period.
As can be seen from Figures 13D, 15B and 17A, the system can also be
5 programmed to levy a penalty, update the behavior/volume rating and verify a
user's credit card upon defection of an overdue rental vehicle.
Additionally and in the case of an overdue rental where the user is not
communicating with the CSRC, the system locates the vehicle for the relevant
10 authorities to intervene. As can be seen in Figure 17A, it is provided that
the OBU
can immobilize the vehicle based on its own system manager's criteria and on a
CSRC or CRMLS command when said vehicle is idle.
6.7.24 Requesting time extension or other modifications
As can be seen from Figure 15B, the invention also provides for users to avoid
any
penalty, notification or immobilization of the vehicle by reporting delays and
changing their rental period. Said changes can generate a fee.
6.7.25 Oeo-fencing and tracking unauthorized operation
When the OBU detects an unauthorized movement corresponding to. a vehicle
theft, it initiates a tracking process much similar to the one described in
section
6.7.23 for the service provider and relevant authorities to locate and
retrieve the
stolen vehicle.
Additionally, the system provides for system managers to program a perimeter
within which vehicles are allowed to operate. The OBU warns users when they
are exiting the authorized rental zone such as when crossing a border into a
territory where the vehicle is not authorized (28). As can be seen in Figures
15B,
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said action to bring a rental vehicle out-of bound generates a monitoring from
the
CSRC as well as optional billing and user behavior/volume updating.
6.7.26 Geo-referenced traveler information
As can be seen in Figure 15B, it is provided that the system can deliver
system
manager defined messages to users when entering an area of particular
interest.
As an example, the geographic locations corresponding to areas of high theft
risk,
parking restrictions, construction delays, special tourist attractions or
transportation nodes can be entered in the OBU's memory and trigger said
messages. As another example, a rental vehicle's OBU entering an airport
perimeter could automatically display or read information to the user such as
a
terminal-referenced airline directory
6.7.27 Customizing the vehicle to users
In a preferred embodiment and in specially equipped vehicles, it is provided
that
the OBU can recognize a user's preferred adjustments for vehicle accessories
such as seats, mirrors and radio stations and then instruct the vehicle to
adapt to
those automatically. Such user-specific data can be read either from the smart
card if applicable or from the user register in the CRMLS.
6.7.28 Renfial vehicle on a ferry boafi
In order to prevent the OBU from calculating and generating a charge for the
distance traveled by a rental vehicle when it is carried by a ferry boat or
other
transportation means, it is provided for the OBU to monitor its position in
relation to
such transportation means. As can be seen in Figure 15B, the OBU continuously
compares its location with its database and stops adding to the traveled
distance
when it recognizes that the vehicle is travelling over a corridor which
corresponds
to a waterborne segment or, more generally, that does not correspond to a
road.
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The positions corresponding to said corridors could be entered by the system
manager using methods that are wel! known to those who are familiar with the
art
of digital mapping.
6.7.29 Vehicle speeding and suspected accidents
Although there is a general privacy protection provided by the system to
ensure
that users' information is not used inappropriately, there may be
circumstances
and vehicle types (e.g. freight vehicles with special content) where it is
justified for
service providers to control the speed at which rental vehicles are operated.
Furthermore, a brutal variation in speed can also be an indicator of an
accident
and there may be a need to associate such variations with the location where
they
occurred for future reference. There is also a greater consumption of energy
at
higher speeds and the vehicle rental service provider being responsible for
the
payment of said energy, there is an interest on its part to optimize the
energy
utilization.
As can be seen in Figure 15A, the speed control function can be activated by
the
system manager and be correlated to a digital map database to determine if a
vehicle is exceeding the speed limit on a given segment.
If and when speed excess or a brutal deceleration is detected, the position
and
speed corresponding to the event will be logged and communicated to the user
register at the time of return.
Additionally, a real time message can be notified to speeding users, an
insurance
surcharge can be levied and a modification of the user's behavior/volume
rating
can be performed as well.
6.7.30 Requesting and encouraging users to refuellenergize
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As can be seen in Figures 15A and 18A, the OBU constantly monitors the energy
level in the rental vehicle. In the case of a vehicle equipment where the
energy
(eves can be read from the vehicle instruments (e.g. through open
specifications
and protocols such as AML-C, IDB, MOST, LIN), it is provided for the OBU to
obtain the exact energy/fuel level at all times. In the case where a universal
interface is not available and to avoid costly calibrations, it is provided
for the OBU
to reckon the energy level through a logical process which computes the energy
consumption at various speed levels, the energylfuel tank capacity) and the
refueling gains. It should be noted that in the case where reckoning methods
are
used and if the last user has defrauded the system, there is a possibility for
the
OBU to operate with a false fuel Level measure temporarily. As will be seen
further, such errors become immediately apparent and are corrected when the
following user enters the accurate fuel level. Indeed, where the reckoning
method
is used, it is provided for the user to enter the fuel level or confirm an OBU-
suggested fuel level upon retrieving a vehicle in order to track down
defrauding
users and defend the system integrity. In the case where perfect accuracy is
needed and if the fuel level is read from the vehicle instruments, then there
is no
such opportunity for error but calibration or universal interface connections
with the
specific vehicle are required. When comparing the 2 methods, it should be
remembered that absolute accuracy in fuel levels measurement is not desirable
at
any cost. In fact, even with direct measurements of a fuel tank, there is
still a
significant variance between readings depending on the inclination of the
vehicle
for instance. In practice, it should only be required if a rental vehicle
provider
wishes to invoice for fuel separately as opposed to factoring its average cost
into
distance and time charges.
As can be seen from Figure 18A, when the OBU detects that the energy level is
below the system-manager defined criteria in a rental vehicle, it sends a
message
requesting that the energy reserve be refilled. If the incentive function is
in place,
the OBU will display the advantage (e.g. monetary) which will be granted to
the
user for performing the task of refueling the vehicle to other users' benefit.
Upon
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confirmation that the user has supplied the vehicle with energy, the OBU then
deducts the applicable rebate from the rental transaction in progress to
materialize
the ofFered incentive. Such method is required because users have little
incentive
to refuel vehicles when they are only using them for a short period. In fact,
they
will have a tendency to pass this responsibility onto the next user as long as
there
is energy left, often returning vehicles with a desperately low energy level.
6.7.31 Entering a refuelinglenergy station
As can be seen in Figures 15B and 18A, the OBU can detect when a rental
vehicle
is entering a geo-location corresponding to an energy/refueling station if it
is
programmed to do so. If the OBU recognizes that said station is an authorized
service point, it can send a message to the user requesting that the vehicle
be
filled up completely and specifying the appropriate grade or type of energy.
If said
station is not authorized, the OBU will indicate to the user that it is not
possible to
re-supply at that service point. If desired, the OBU can also enter into a
dialogue
with the user to confirm the quantity of fuel and the completion of the
refueling
process.
6.7.32 Paying for the energy/fuel
In the prior art model, it is customary for users to retrieve vehicles when
they are
full of energy using one refueling/payment method or another. However, such
methods generate one refueling action per rental, which is often an
inconvenient,
costly and inefficient use of time for short-distance rental customers and
rental
vehicle providers. The invention can also function within the prior art model
but in
a preferred embodiment, it is provided for the system to bill users on the
basis of
any distance, time or fuel combination without the need to begin each rental
with a
full fuel reserve. The system can either factor the cost of energy into the
distance
and time rental costs or, alternatively, measure the exact amount of energy
used
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and separately charge for it. Thus enabling several users to use a rental
vehicle
for short distances without having to refuel said vehicle every single time.
In order to do that without burdening users with reimbursemenfi claims, it is
5 provided for the rental vehicle provider to be directly responsible for the
energy
costs and to pass those onto users through the rental transaction. As for the
actual payment, there are 2 methods favored to execute it depending on the
available infrastructure and the development of open standards and technology.
In one embodiment, each rental vehicle is equipped with a vehicle-specific
10 transponder (31 ) that can directly communicate with the energy supplier
using a
radio-frequency identification communication RFID for instance. In such
embodiment and within the refueling operation, the vehicle and the energy
station
exchange payment information, fuel grade and quantity data and authorization
codes between themselves. Thus, users who have been requested to refuel
15 vehicles do not have to manipulate any document or card and the bill is
sent
directly from the energy supplier to the rental vehicle provider (See Figure
18B).
In a second embodiment, every single user is given a card upon registration
which
can be used to charge energy payments directly onto the rental vehicle
provider's
account (4), in a much similar way then fuel-related corporate credit cards
are
20 used by employees on behalf of their employers. Upon re-supplying rental
vehicles with energy, users are authorized to present said cards for energy-
related
payments on behalf of rental vehicle providers.
6.7.33 One single card for access and fuel
Since users want to carry as few cards or other access means with them as
possible, there is an interest in having the access card and the fuel card
merged
into one. It is provided for the entire rental process to be enabled from one
single
user card (e.g. a contact-less smart card that can trigger the doors to unlock
(4)
and also serve as a payment instrument using the magnetic stripe or the card's
electronic chip.
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6.7.34 Preventing energy-related fraud
Transponders and fuel credit cards are in effect credit instruments at the
disposal
of users to pay for items on behalf of the rental vehicle provider.
Consequently,
there is a significant opportunity for fraud if their use is not controlled:
List of main risks:
~ User putting all or portion of the acquired fuel into an illegitimate tank
~ User getting unauthorized items added to the energy bill such as food items.
~ User scheming with a fraudulent merchant to get a kickback on overpriced
energy or falsified quantities.
~ User siphoning fuel from a rental vehicle while engaged in a rents(
transaction.
~ Credit card falsely reported losfi or stolen with an intentional delay.
For this reason, a series of methods are used to make it unattractive for
users to
defraud the rental vehicle provider. Said methods are as follows:
~ Daily limits enforcement: Each card in circulation can only be used a
certain
number of times per day and for a limited monetary amount.
~ Product category enforcement: Cards can only generate charges for relevant
items (e.g. Grade A fuel is authorized while food items are not).
~ Linking open rental contracts with energy payments: See 6.7.35.
~ Impossible or highly unlikely fuel consumption detection: See 6.7.36
~ Prolonging the credit card reserve for fuel charges: See 6.7.37
~ Verifying re-supply patterns against statistics: See 6.7.38
~ Read/write capability on the smart card: See 6.7.39
~ Associating users with suspicious fuel events: See 6.7.40
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6.7.35 Linking open rental contracts with energy payments
Instant method: When a user presents the fuel card for payment at an
authorized
merchant, it is a standard practice for said merchant to electronically verify
the
validity of said card and obtain a number confirming its creditworthiness for
the
requested amount and the type of product beirig acquired.
Thus, it is provided for the CRMLS to be linked to the server of the Energy
Supplier or its sub-contracted financial organization responsible for such
authorizations. As can be seen in Figure 18B and upon receiving such request,
the Energy Supplier's server than interrogates the CRMLS to verify that the
user is
currently engaged in a rental transaction and can logically be authorized to
use the
payment instrument. Should the user corresponding to the credit card being
verified not be engaged in a rental transaction at the time or should it have
acquired unauthorized products, then the authorization would be automatically
denied and the attempted fraud detected.
Delayed method: If such an instant link is not possible between the Energy
Supplier and the CRMLS, the Energy Supplier will still transmit the various
charges regularly (e.g. weekly) and those transmissions can be made using EDI
(Electronic Data Interchange) supported methods (e.g. ANSI X12 standards). It
is
customary for each charge to be associated with a time, date and a coded
location
on such electronic statements. Using a logical comparison method, the CRMLS
can then compare its register of transactions with the charge and single out
any
transaction that is not positively matched. Through a manual action, the
rental
vehicle provider can then investigate and take appropriate action in case of
fraud
or coding error.
6.7.36 Impossible or highly unlikely fuel consumption detection
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As was seen previously, fiuel theft can occur when a user siphons energy out
of a
rental vehicle or when the fuel acquired on behalf of the vehicle provider is
not fully
re-supplied into the rental vehicle. An example of this is provided by a user
normally engaged in a rental transaction who would acquire fiuel on the rental
vehicle provider's account and physically put some of the fuel in a personal
jerrican or in a friend's vehicle.
Although such fraud has limited consequences and also requires a certain
amount
of planning, handling and storage on the park of users, the risk is there for
systematic abuse of an unmanned system if minimal control methods are not in
place.
Fuel level measured from the vehicle instruments: As can be seen in Figure
15B, it
is provided for the system to detect a sudden variation in the fuel level as
measured directly from the instruments. If the fuel variation corresponds to a
brutal reduction, it would logically indicate a theft by siphoning and trigger
a
warning message to the CSRC. Likewise, if the fuel variation corresponds to a
gain, it would logically indicate that the vehicle has been refueled, thus
enabling a
highly accurate comparison between the energy provider's stated quantity and
the
measured fuel gains and again contacting the CSRC in case of significant
discrepancy.
Fuel level reckoned from logical processes: However, in the case where
reckoning
methods are used to avoid cabling and calibration, it is provided for other
methods
to be used to prevent blatant fuel theft.
A returning vehicle's fuel level should logically correspond to the initial
level when
the journey began, minus the actual or estimated quantity of fuel consumed
during
the journey plus the refueled quantities (losses such as evaporation
notwithstanding). As the fuel consumption during a rental transaction can be
estimated fairly accurately and as users provide a confirmation of the fuel
level
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reading when beginning a rental transaction (see 6.7.7), the OBU can easily
compare the stated fuel levels against the expected fuel level and signal any
significant discrepancy.
Although it is known that road surface, traffic conditions, vehicle payload,
terrain,
weather, use of accessories such as air conditioning and aggressive driving
behavior do have a significant impact on consumption, the order of magnitude
of
such variance is still relatively limited. For instance, in the case of light-
duty
vehicles such as automobiles, there is credible evidence that the combined
impact
of aggressive driving behavior and air conditioning on fuel consumption does
not
exceed 30% ' even in the worst scenarios and is generally in the 10% range of
variance 2. Thus, the OBU could be programmed to report variances in excess of
50% to the CRMLS, providing plenty of room for varying conditions of use. Now
it
should be noted that although such tolerance margin may seem easy to abuse, it
is in fact quite effective when related to the actual quantity of fuel that
could be
stolen without detection. First of all, one should bear in mind that in order
to steal
fuel without detection, a user needs to open a rental contract and pay for it
(as
opposed to a simple break-in crime against which there is no more protection
than
for any other vehicle in circulation). Secondly, fuel/energy theft is a
relatively
cumbersome and petty enterprise and a significant quantity must be stolen for
fraudulent users to gain from it or for the vehicle provider to suffer
material
consequences. Using the example of a vehicle with a fuel reserve of 17 US
gallons or 65 liters and a consumption of 23 miles per gallon or 10-Iiters/100
km,
the average autonomy of the vehicle would be 400 miles or 650 km. Should a
user wish to steal a mere 4 gallons or 16 liters of fuel from a vehicle, he
would
need to pay for a rental vehicle over a distance of 200 miles or 325 km in
standard
conditions for the theft to go unreported 3. Thus, such approximate method
based
' See United States Environmental Protection Agency, Air and radiation, EPA420-
D-99-002a,
March 1999, pp. 20-22.
z See European Conference Of Ministers of Transport (ECMT) Workshop on In-Car
technology,
Delft, 1996 Dr. J. Vancke: Techniques for Influencing Driving - The Driver's
view. pp.2-4.
3 At 50% of the vehicle's autonomy, the standard consumption is 8.5 gallons or
32.5 liters. A 50%
tolerance level would enable the fraudulent user to "show" a 12.75 gallons or
48.75 consumption at
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on reckoning still provides for effective deterrent against most forms of
systematic
and significant fuel theft.
6.7.37 Prolonging the credit card reserve for fuel charges
5
As an additional fraud prevention method, it is provided for the system to
maintain
the credit card reserve on a given user's credit card (see section 6.7.11 )
until the
fuel charges authorized by said user have been reconciled and approved as
legitimate.
6.7.38 Verifying re-supply pattern against statistics
As can be seen in Figure 18A, users should normally refuel vehicles when
prompted to do so by the system (See section 6.7.30). There may be cases
where users will volunteer to refuel vehicles without incentive, for example
users
that are particularly prudent and like to have a full fuel reserve before a
long trip.
However, frequent refueling may be a sign of fraud and the system detects
abnormal re-supply patterns such as refueling vehicles much more often per
traveled distance than the average user (ex: 50% of rentals result in a
refueling
operation for a given user Vs a 10% average). Although a rare occurrence, the
opportunity for merchants to collude with users to exploit an automated system
must also be controlled. Thus, the system can also signal suspicious same
location refueling patterns as defined by the system manager to assist in
fraud
prevention activities.
6.7.39 Read/write capability on the smart card
Smart cards have the ability to be read from and written onto as a result of a
dialogue through an electronic antenna and it is possible for the rental
process to
that point, providing an opportunity to steal approximately 4 gallons or 16
liters without being
detected if the vehicle has been driven in standard conditions.
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require users to present their smart cards both upon entry and exit to
complete a
rental transaction. As a substitution to the methods described in section
6.7.32, it
is possibi~e 'For an OBU to activate the fuel charge function on a smart card
upon
the beginning of the rental transaction. Similarly, the OBU can deactivate
said
smart card's fuel charge function when the user is signing off electronically
at the
end of a rental transaction, thus ensuring that users only charge fuel on the
providers account when they are engaged in a rental transaction. Furthermore,
it
is also possible for smart cards to be uploaded with electronic money provided
the
necessary protocols and administrative agreement exist between the vehicle
provider and the Energy supplier.
6.7.40 Associating users with suspicious fuel events
As was seen in sections from 6.7.34 to 6.7.38, fraud prevention methods signal
suspicious events or discrepancies and said suspicions may be unfounded or
merely the resulfi of coincidence. However, the probability of fraud
significantly
increases when said suspicious events are repeated. Thus, it is provided for
the
system to register each event in the relevant user file and to trigger a
warning
when the number of events reaches a certain manager-defined level (e.g. 3
suspicious events within 25 rental transactions).
6.7.41 Complaint management
Users can forward a complaint, comment or suggestion to the rental vehicle
provider at all times using the OBU (Figure 14C).or the Internet. Such
complaint
mechanism can be used to report mechanical problems or untidy vehicles for
instance. As can be understood from Figure 17B, fibs complaint mechanism's
main purposes are to:
. provide faster reactions to dangerous or unsatisfactory conditions
~ compensate users for degraded service conditions
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6z
~ channel users' comments constructively in a multilingual environment
~ discourage delinquent behaviors through peer-conducted verifications
~ guide and structure the field personnel's maintenance interventions
6.7.42 Live communications in case of emergency or mechanical problems
As can be seen in Figure 17B, it is provided for the system to automatically
establish a voice communication between the user and a live operator in the
CSRC in order to provide a near-instantaneous response to incidents that are
coded as a high-priority such as accidents, major damages or unsafe vehicles.
6.7.43 Removal from inventory
As can be seen in Figure 17B, vehicles that are the subject of a complaint are
automatically removed from the pool of available vehicles.
6.7.44 Automatically directing users towards the nearest replacement vehicle
In the case where a user encounters sub-standard conditions upon or during a
rental transaction, it is important from a customer service standpoinfi to
offer said
user alternatives as quickly and reliably as possible. For instance, if a user
has
unfortunately rented a malfunctioning vehicle, it is important to provide said
user
with a replacement vehicle as soon and as near as possible. As was seen in
section 6.7.15, the system is equipped with an automated vehicle location
function
or AVL. Thus, it is provided for the CRMLS to compare the position where a
relevant complaint comes from with a digital map of locations and the Vehicle
Inventory and Reservations Register in order to find the nearest available
vehicle.
Upon, completion of such process, the information is sent directly into the
vehicle
for the user to review and accept or reject. Upon acceptance, the CRMLS
automatically sets a vehicle aside at the selected location and provides
directions
to the user through the OBU.
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6.7.45 Coded field reports delivered through the Internet
As soon as a complaint is filed, it is provided for the CRMLS to automatically
generate a message or a service request to the field department of the rental
vehicle operator or a third-party service organization. Such message includes
the
precise location of the vehicle and complaint code as well as other relevant
information (Figure 7A). The message is either sent to the nearest
geographical
service center (e.g. an affiliated repair center) or, as will be seen further,
it can be
sent to the nearest service vehicle in the area using AVL equipped service
vehicles. The service personnel can then inspect the affected vehicle, prepare
a
field report and take the necessary actions to resolve the issue. To ensure
that
said field reports are efficiently handled at later stages, it is provided for
the field
technicians to electronically record pictures, comments and codify the
incident
(Figure 7B).
The field reports are then filed electronically through a standardized
Internet
dialogue between the field staff and the CRMLS. As will be seen further, the
field
reports can then be automatically reused and transmitted for other purposes.
6.7.46 Sorting incident by code
As can be seen in Figures 7A, 7B and 14C, the codification of complaints and
field
reports enables complex information to be processed automatically to the
relevant
department within a rental vehicle provider's organization and for human
interventions to be targeted where they are most valuable. For instance, it is
provided for the system to sort incidents between various categories such as:
~ Purely mechanical and technical issues such as an engine malfunction
a Compiex issues that require human judgement such as a road accident
~ Trivial issues that do not justify a contact with users (e.g. untidiness)
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6.7.47 Compensating users for degraded service conditions
In the case where a user has been forced to use or return a sub-standard
vehicle
and after the related complaint has been verified by the field personnel, the
system
can automatically issue a credit in favor of the affected user if applicable
and
based on the incident code (Figure 17B).
6.7.48 Discouraging delinquency through messaging and probability analysis
As there is no inspection of returned vehicles, unmanned rental systems can be
subject to increased user negligence. However and as was seen in section
6.7.6,
ifi is provided for users to take a limited responsibility and confirm the
prior
inspection of a rental vehicle upon initiating a transaction. Thus, users
become de
facto vehicle inspectors. Because such process is subject to mistakes or
malicious complaints and as there can be no cerfain proof that a complaint
should
be linked to a specific user, it is provided for the system to only allocate a
probable
responsibility and to inform users of such incidents. Thus and as can be seen
in
Figures 7A, 7B and 17B when an incident is reported and the field technician
confirms the strong presumption against a particular user (e.g. the previous
user)
or group of users (e.g. all users that have rented the vehicle since the last
field
technician inspection), a message is sent to the relevant user(s). The
complaint is
then associated to each relevant user in the User Register only to monitor the
frequency of occurrence and show the trend for a given user. Such messaging
serves as a deterrent insofar as it communicates the fact that although
apparently
unmanned, the automated rental system is still subject to regular human
supervision by peer-users and staff.
As can be seen in Figure 17B and if the incident is coded as serious or if a
given
user has been subject to more incidents than the system-manager allowed
threshold based on a probability calculation, it is provided for a manual
intervention to occur.
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However, if the incident is coded as minor, it is provided for the system to
automatically generate warning messages and to log the incident into the
relevant
user files. Additionally, users are informed of the fact that a complaint has
been
logged into their file and are provided with an opportunity to file an
opposition to
5 the complaint. In this manner, it is not possible to strictly enforce good
user
behavior on every single rental but when the complaints against a specific
user are
repeated, the probability becomes sufficiently high to justify a special
investigafiion
on the part of the vehicle provider. If desired, the behavior/volume rating
can also
be modified, a message sent and a charge levied as a result. It should be
noted
10 that in the case of user opposition to a complaint, there is no human
reading of
such response until the specific user is subject to an investigation but an
automated acknowledgement is sent electronically.
6.7.49 Prolonging the credit card reserve in case of incident
As can be seen in Figure 17B and in the case of a reported incident, it is
provided
for the system to automatically maintain the reserve on the credit cards of
all
relevant users (e.g. past 5 users or users in the past 24 hours, see section
6.7.10).
This is done as soon as the incident code is received by the ~RMLS to minimize
the risk of collection problems and provide the vehicle provider enough time
to
proceed to a field investigation. Upon a condemning inspection, the system
automatically debits a responsible user's credit card to collect the insurance
deductible. franchise if this is allowed by the general rental agreement
(section
6.1.7). .
6.7.50 Notifying insurers (Figure 17B)
As the treatment of vehicle damages represents a substantial activity for
vehicle
rental providers, there is a substantial benefit to be gained in managing
insurance
claims more efficiently. Moreover, a damaged vehicle does not generate
revenues
until it is returned to the active fleet and any reduction in vehicle downtime
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produces substantial gains. Thus, once the fundamental facts surrounding an
incident have been acquired from the field technician and the relevant user
and
coded with sufFicient details, it is provided for the system to automatically
inform
the insurer of the precise incident circumstances and of the location of the
vehicle
for inspection.
6.7.51 Notifying service organizations and keeping track of service orders
As was explained previously, it is crucial for a damaged vehicle to return to
the
fleet as quickly as possible. In a preferred embodiment and as can be seen in
Figure 7B, the field technician (or contracted third-party) is empowered to
take the
necessary actions with a sub-standard or damaged vehicle and then transmits a
coded account of such actions to the CRMLS. For instance, in the case where
the
vehicle has been sent to Repair Shop ABC using Towing Co. XYZ, the CRMLS will
create a manifest of such actions for the subsequent incident management and
accounting of vendor invoices.
The CRMLS then transmits a repair or purchase order or any other desired
message to the relevant parties (e.g. Repair Shop ABC) reusing the field
report
information without additional data manipulation as can be seen in Figure 17B.
6.7.52 Exceptional circumstances and system problems
In the case of exceptional circumstances such as a forgotten smart card access
means or a wrong distance measurement reported by the user, the CSRC can
remotely take over the OBU and manually command it to execute all the basic
functions that should normally be automated (e.g. door unlock). Thus, it is
provided for OBU to give precedence to any incoming CRMLS data transmission
over most other OBU processes.
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6.7.53 Reducing operator distraction as a safety precaution
There is evidence that an OBU's visual, tactile or voice interface can
distract a
rental vehicle operator and create a safety hazard. Thus, it is provided far
the
OBU system to monitor the vehicle speed throughout most processes and for its
display to be automatically shut down or for the voice commands to be limited
to
simple operations when the vehicle is in motion (Figure 14C).
6.7.54 Measuring the traveled distance without cabling or calibration
As indicated in section 6:2.2, the distance traveled by a vehicle can be
directly
measured frorn the vehicle instruments, especially when the data bus carrying
such information is accessible by universal means and provides a standardized
signal that can be read without the need for costly calibration. However, in
the
present state of car manufacturing technology, such common standards are not
the norm and there are no signs that this standardization will occur in a near
future
with other vehicles such as boats, tr ucks or airplanes. Thus, another method
is
used to obtain the distance measurement' quickly and with a reasonable
accuracy
when cabling. As can be seen in Figure 15A, the OBU constantly receives a data
stream from the GPS antenna and receiver. By frequently sampling such GPS
coordinates (e.g. 3 times per second), and processing it further, the OBU is
able to
determine with good accuracy the distance traveled by the vehicle. To further
guarantee the integrity of the positioning data, it is also provided for the
OBU to
frequently reference (dead reckon) sampled GPS coordinates against another
measuring system such as a digital road map featuring actual distances.
6.7.55 Returning vehicles
As can be seen in Figure 15A, it is provided for the system to constantly
compare
its position to the rental locations' geographical coordinates in its memory.
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As can be seen in Figure 15A and as soon as the OBU detects that the vehicle
is
idle within a rental location perimeter, it prompts the user to confirm
whether or not
the vehicle is being returned (as opposed to being temporarily parked at the
location for later use). Upon confirmation, the OBU transmits the rental
transaction data to the CRMLS for further treatment and billing.
6.7.56 Locking doors automatically
As users can forget to confirm the end of a rental transaction or to lock the
doors
of a rental vehicle, it is provided for the OBU to initiate a time countdown
when it
detects that the vehicle has entered a rental location (Figure 14B). On
failure to
respond after the countdown has elapsed, the OBU automatically orders the
doors
locked.
6.8 INVOLVING USERS IN THE RE171STRIBUTION OF VEHICLES
As was seen before, planning and optimizing the distribution of vehicles
within a
rental system is a complex and dynamic process, especially when, spontaneous
one-way rentals are allowed. In section 6.6.3, several methods to modify the
demand curve for rental vehicles were proposed to prevent or reduce vehicle
imbalances between locations. The concept behind such demand-side measures
is to redistribute users to match a given vehicle distribution without
incurring the
cost of physically relocating vehicles. However, demand-side measures only
provide part of the solution and it is normally required to physically
redistribute
vehicles to match the user distribution and through the use of offer-side
measures.
Traditionally, vehicle operators either pay employees to move vehicles between
stations or simply refuse reservations or spontaneous rentals when a iocatioro
is
sold out, even if other locations have a surplus.
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However, such methods greatly impact fleet costs, user satisfaction and
parking
space management. Moreover, in the case where several hundred vehicles are
rented on an hourly basis and allowed for one-way trips between dozens of
locations in a city, the cost of not optimizing the fleet or of balancing it
through
employees becomes prohibitive and parking issues can become unmanageable.
Thus and according to the present invention, mosfi of the responsibility to
move
vehicles between locations is passed on to users as a resulfi of system-
prompted
measures. if all demand-side and offer-side measures are still insufficient,
only
then does the system turn to field technicians to execute vehicle movements.
In a preferred embodiment, the CRMLS constantly compares the most probable
demand curve against the most probable offer curve for a system-manager
defined set of vehicles, locations and time range (see Figure 16A for an
example).
As can be seen in Figures 12B and 16B, as soon as the CRMLS detects an
imbalance in the making, it progressively adopts one or several of the
following
corrective measures to reduce the gap between offer and demand:
a) Launch demand-side measures (already seen in 6.6.3)
b) Restrict one-way rentals out of the affected locations (6.8.1 )
c) Offer incentives for users to move vehicles on behalf of the provider
(6.8.2)
d) Order field technicians to move vehicles (6.8.3)
It should be noted that the order of the above-listed measures can be changed
and that the measurement of the total demand curve refers to all the demand
components as can be seen in Figure 16C. This would include for instance the
anticipated spontaneous rentals at the out-of-balance location based on
historical
trends. Thus, an anticipated shortage of vehicles is not necessarily certain
to
materialize and the system takes into account the severity of the shortage in
the
adoption of the following countermeasures.
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6.8.1 Restrict one-way rentals out of the affected locations
As can be seen in Figure 16B, when the CRMLS detects that the risk for a
5 forecasted imbalance to materialize is greater than a system-manager defined
threshold (e.g. risk factor 1 ), it then ceases to accept spontaneous or
reserved
one-way rentals out of the affected location.
6.8.2 Offer incentives for users to move vehicles on behalf of the provider
As can be seen in Figure 168, when the CRMLS detects that a particular station
is
facing possible shortages (e.g. risk factor 2), it automaticaNy sends an
incentive
offer to selected vehicles travelling within or in the direction of 'the
location group
(30). The selection of vehicles is made on the basis of various logical
criteria and
group broadcasts, for instance the offer is initially sent to vehicles for
which the
programmed drop-off location is within a certain radius of the rental station
affected by the shortage. Such gradual and narrowly targeted transmission
method is intended at reducing telecommunications costs and unnecessary
disturbance of users engaged in a rental transaction. Relocation incentives
are
also published on the Internet site of ahe provider for other "shopping users"
to see
even when they are not engaged in a rental transaction.
Users who respond to such offer receive a confirmation from the CRMLS that
their
reservation has been updated to reflect the new drop-ofF location. The
monetary
incentive is then deducfied from their invoice in progress. It should also be
noted
that such offers do not require a response from uninterested users and are not
sent to users who have chosen not to receive said ofiFers in their profile
(e.g. upon
registration Figure 8A). To avoid an "over-correction" of the shortage that
would
create a new imbalance somewhere else in the location group and generate
unnecessary incentive payments, the CRMLS only accepts the amount of
favorable responses that it needs from users on a first in, first accepfied
basis.
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Beyond such amount, users who have responded favorably to the incentive offer
are sent a message informing them that enough relocations are already in
progress and that there routing need not, be changed (Figure 16B).
It should be noted that the above-described user-incentive approach is
particularly
applicable where rental stations are connected between each other by
alternative
transportation means, e.g. public transit. The underlying theory being that
the
lesser the inconvenience to users, the more inclined they will be to trade the
time
lost in the fleet relocation process for incentive payments.
It should also be noted that relocation offers are reissued when a vehicle is
rented
again. In fact, the OBU always verifies if relocation incentives are available
as part
of the normal CRMLS query when initiating a new rental transaction.
6.8.3 Order field technicians to move vehicles
It has been said previously that when demand-side and offer-side measures have
been insufficient to correct a problem, that the vehicle movements are then
conducted by employees as in the prior art. However, it should be noted that
even
in the case of employee-conducted movements, it is provided for the CRMLS to
dispatch its fleet balancing instructions automatically and much faster and
more
reliably than what is known today. As can be seen in Figure 16B, as soon as a
vehicle imbalance exceeds the system-manager defined tolerance threshold, a
request is sent to the relevant field technicians with no human intervention.
6.8.4 Billing users who drop-off vehicles at the wrong location
The failure for a user to bring the vehicle back to the chosen drop-off
location can
trigger a chain reaction in the system and impact several users. Thus and as
can
be seen in Figures 13A and 16B, the return of a vehicle at a location
different then
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the programmed one is a coded event which generates a notification of the
delinquent user and, optionally, a surcharge to the account or credit card.
6.3.5 Returning foreign vehicles and managing split revenue
There is a well-known vehicle inventory category within the vehicle rental
industry
that is often referred to as "foreign vehicles". This category represents
vehicles
that have entered the vehicle fleet of Service Provider A but in fact belong
to
Service Provider B. The main reason for such "foreign vehicles" to enter the
fleet
of another operator is related to one-way rental movements. Quite typically
said
one-way movements occur on inter-city trafFic between different service
providers
trading under the same national franchise banner. It is also customary for
said
foreign vehicles to be rented in turn by the host operator (e.g. Service
provider A)
and for a compensation to be paid to the legal vehicle owner (e.g. Service
Provider
B). This compensation is often referred to as split revenue.
Some real limitations arise from the above-described practices and are well
exemplified by the high price that is currently charged for one-way car
rentals in
most parts of the world. For example:
~ A significant administrative and transactional workload is generated to
administer split revenue schemes, especially when providers use different
information systems or do not belong to the same national franchise.
~ One-way rentals between unaffiliated entities require piecemeal negotiations
between parties and are uncommon, thus preventing small or medium-size
operators from easily forming a national network with their peers.
~ Returning foreign vehicles back to their origin generally requires employees
fio
perform a manual vehicle allocation after receiving a system notification.
~ i/ehicle owners may wait for a long period of time for their vehicles to be
returned from a foreign location and have little control over the timing of
such
retur ns unless they incur the cost of moving the wanted vehicles themselves.
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~ Different vehicle providers have different maintenance procedures and it is
difficult to keep track of damages, maintenance and transactions conducted by
others on behalf of the owner in a fair, accurate and defensible manner.
In order to overcome such limitations, it is provided for the system to:
~ Automatically administer and distribute split revenues (8.8.6).
~ Facilitate the free flow of vehicles between unafFiliated locations (6.8.7).
~ Automatically allocate foreign vehicles for return to origin (6.8.8).
~ Automatically promote one-way rentals between locations (6.8.9).
~ Promote one-way rentals to locations where vehicles are sold (6.8.10)
~ Enable automated Dutch auctions (6.8.11 )
~ Enable automated foreign vehicle recall or expulsion (6.8.12).
However, it should be noted that for some of the above-mentioned functions to
be
enabled between unaffiliated providers and locations, it is preferable for a
third
party to operate the CRMLS and act as an access gateway and clearinghouse
between each said providers. As the formation and operation of a CRMLS is a
substantial undertaking, it is expected that such third party providers will
become
common as the invention is deployed.
6.8.6 Automatically administering and distributing split revenues
As can be seen in Figure 13E, it is provided for the CRMLS to verify the
ownership
of a vehicle upon closing a rental transaction. As can be seen in Figure 19A,
once
the CRMLS has detected that a charge has been generated by a foreign vehicle,
it
automatically interchanges relevant electronic invoices and payments with the
owner (EDI).
6.8. i Facilitating the free flow of vehicles between unaffiliated locations
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As can be seen in Figure 19A and in circumsfiances where a fihird party is
operating the CRMLS, it is provided for the system to act as a neutral
observer, an
access gateway and a clearinghouse befiween vehicle rental providers. Thus,
vehicles' QBUs and CRMLS automatically report the relevant information such as
traveled distance, damages, complaints, maintenance entries, generafied
charges
and other relevant information both fio fibs acting operator and owner of the
vehicle. ~/ehicle owners can then keep track of their fleet in real time,
depend on a
reliable audit trail without unnecessary labor or effort even when part of
their fleet
is mixed and dispersed in foreign locations.
6.8.8 Automatically allocating foreign vehicles for return to origin
As can be seen in Figure 19A, the system can direct a user towards a specific
vehicle when it has detected an opportunifiy fio return a foreign vehicle to
its origin
or to a locafiion group that is close to its origin. It should be noted thafi
this specific
allocation of a rental vehicle goes against the allocation method of section
6.6.1
and is only applicable to one-way rentals with foreign vehicles.
6.8.9 Automatically promoting one-way rentals between locations
It is known from the current vehicle rental industry that a significant
category of
users reacfi to special promotions. Said users are often willing to modify
their time
of travel and destination in order to save money.
In order fio take advantage of such factor it is provided for the CRMLS to
automatically publish a lisfi of vehicles that the provider is interested in
moving
from one location to another. These vehicles can either be foreign vehicles
that
need to be returned (Figure 19A) or inventory surpluses that the provider
wishes to
firansfer to another location group. Whenever fibs CRMLS recognizes a foreign
'~0 vehicle or a fio-be-transferred vehicle in a fleet, it automatically posts
a customized
promotion fer a one-way rental with fibs specific vehicle and to a specific
location
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or location group. Such promotions are priced automatically by the CRMLS in
accordance with the system manager criteria.
6.8.10 One-way rentals to locations where vehicles are sold
5
A large proportion of rental vehicles end their duty cycle in specialized
vehicle
aructions or retail locations designed to sell a high volume of vehicles
rapidly.
Since such final movements to the auction or to the retail location often
require a
freight carrier to haul the vehicles at great cost, it is provided for the
system to
10 promote a final one-way rental when disposing of a vehicle.
Thus, the system manager is able to code the auction or retail location as a
station
within a location group and as can be seen in Figure 19A, the system can
automatically trigger the promotion of a one-way rental to the nearest auction
or
15 retail location when a vehicle has reached the end of its duty cycle.
6.8.11 Automated Dutch auctions
Since inventories of available-for-rent vehicles are comparable to time-
sensitive
20 goods, there is an interest in correcting a fleet unbalance as quickly as
possible
and ifi may be preferable to relocate a vehicle at a financial loss rather
than
maintaining it in a location that has a surplus. Unlike common auctions where
the
price is pushed up from below, the auction method known as the "Dutch auction"
starts with a high price set by the auctioneer, in this case the rental
vehicle
25 provider. The price then drops until a buyer accepts to rent the vehicle
from the
advertised location to the location where it is most needed. Thus, it is
provided for
the system to actively promote the rental of foreign or to-be-transferred
vehicles by
regularly reducing the fare until it finds a user willing to bring it where it
is most
needed. As can be seen in Figure 19A, said fare reduction is executed by the
30 CRMLS within system-manager defined monetary increments and time cycles
until
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a minimum threshold is met. The fare reduction is automatically adverfiised on
the
Internet and/or sent electronically to users who have subscribed to this
service.
An example where such automated auctioning may be used is found in inter-city
travel where a one-way automobile rental could be competing with airline
service.
By instantly and automatically advertising one-way rentals (Figure 19A) and by
reducing the price at regular intervals, the rental vehicle provider improves
his
chances of quickly finding a user willing to rent a vehicle for a one-way trip
to the
desired destination.
6.8.12 Automated foreign vehicle recall or expulsion
There are circumstances where vehicle owners require their vehicles back from
a
foreign location. By logging into the CRMLS from their location and via the
Internet (not shown), owners or host operators are able to activate the
vehicle
recall or expulsion function. According to the invention, each time a foreign
vehicle is returned from a rental transaction the CRMLS verifies if the owner
has
recalled the vehicle or if the host operator has requested for the foreign
vehicle to
be expulsed from its fleet. In both oases and as can be seen in Figure 19A,
the
system then triggers the Dutch auction to expedite its return if the function
has
been activated and in accordance with system manager criteria.
6.9 AUTOMATED PARtrCING ASSISTANCE
6.9.1 Informing users of parking conditions at destination
In road applications, the availability of parking space is a critical element
in inner-
city vehicle usage, especially for users initiating a one-way rental.
As the CRMLS constantly projects the vehicle inventory through time at all
stations
(See Figure 16A), it is able to determine if a parking space will be available
at
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destination at a given time. Thus and upon initiating a rental transaction in
relevant areas, the OBU can be programmed to ask the user (27A) i~F a parking
space will be needed at another rental station or at destination. As can be
seen in
Figure 19B, the user can also trigger such parking reservation process.
It should be noted that the display can show a specific location's parking
availability at a given time or a location group could be displayed on a
digital map
for a user to select the nearest available space.
6.9.2. Remote parking control
As can be seen in Figure 19B and in the case where roadside equipment or
parking enforcement staff are used, it is provided for the OBU to transmit the
reservation request to the relevant station equipment or stafF. If used, the
roadside
equipment can then automatically display the parking allocation pattern as can
be
seen in Figure 4.
6.9.3 Obtaining a fee for parking reservations
As can be seen in same Figures 19B and 13C, the process provides for the OBU
to calculate a fee for parking reservations and actual parking usage time.
Thus, it
is possible for users to rent a vehicle, reserve a parking space before
getting to a
station and pay for said space without handling any coins or apparatus.
7.0 OTHER PROCESSES
7.1 Fleet management
7.1.1 Automatically triggered buy and sell decisions
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~$
buying and selling vehicles at the right time and with the right usage is a
critica9
success factor within the entire vehicle rental process. In fact, vehicles are
often
acquired or leased on some form or another of program and must be sold or
returned within specific mileage and time parameters: As can be seen in Figure
19D and in order to optimize the administr ation of such activities, it is
provided for
the CRMLS to check each vehicle against the system manager parameters at
specific intervals (e.g. on return from a rental transaction). The GRMLS then
checks whether a vehicle should be sold or not. In the affirmative, a message
is
automatically sent for the relevant parties to activate the sale of the
vehicle and
the one-way yenta! promotion to the retail location can be initiated as was
seen in
section 6.8.10.
7.1.2 Automatic registration of vehicles
As can be seen in same Figure 19D, the CRMLS automatically registers new
vehicles with the relevant entitlement authorities (e.g. Department of Motor
Vehicles) where system compatibility and remote connections allow it.
7.1.3 Automatically firiggered vehicle maintenance
As can be seen in same Figure 19D, the CRMLS automatically notifies the
maintenance crew when a vehicle has reached a certain threshold of time or
mileage to optimize and facilitate reliable maintenance. Along with the
service
request, the position of the vehicle is sent and the relevant vehicle becomes
unavailable to users. In a preferred embodiment, the availability status is
communicated to users through the side-window display (15) and reversed after
the maintenance is completed.
7.1.4 Automated promotion and documentation
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A substantial portion of rental vehicle providers' profits is typically made
or lost on
selling vehicles. At times, said providers wilt sell vehicles at reduced
prices and in
large auctions volumes while at other times they will seek to get the most
value out
of a vehicle by selling it at retail conditions. In the current art, the
process is
almost entirely conducted in a manual fashion and it is quite a task for
rental
vehicle providers to dispose of vehicles by themselves. According to the
invention
and as can be seen in Figures 19C and 19D, the system enables rental vehicle
providers to offer their vehicles for retail sale prior to sending vehicles to
the
auction and in order to maximize the selling price. In a preferred embodiment,
such offers are communicated to users mostly through the Internet or other
similar
diffusion mode including the OBUs. Users also have access to the full vehicle
maintenance history as it is automatically made available by the CRML.S to
prospective buyers.
7.1.5 Automated inspection scheduling of vehicles on sale
In a manner similar to the specific allocation of vehicles described in
section 5.8.8
and contrary to the general allocation method described in section 6.5.1,
buyers
interested in testing and inspecting the vehicles offered for sale can reserve
the
use of a specific vehicle through simplified registration and reservation
processes.
Following such reservation, users can then inspect and test the vehicle by
simply
booking it online in a similar manner then they would to place a normal
reservation
as can be seen in Figure 19C. '
7.1.6 Making an offer through the OBU o.r the Internet
Once a user is satisfied with a vehicle for sale and wants to acquire it, the
OBU
allows said user to make an offer immediately from the vehicle's OBU (15). As
can be seen in Figure 19C, the offer is then transmitted to the CRMLB for
manual
or automated treatment.
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Upon manual or automated acceptance of the offer, other processes such as
automated credit card billing for the deposit and manual/verbal confirmations
then
take place.
5 7.2 Billing and Other Transactions
7.2.1 Dealing with fines
Upon agreeing to the rules of the general rental agreement, users typically
accept
10 responsibility for fines that result from parking or other traffic-related
charges.
However, in practice, it is often cost inefiFective or difficult to properly
enforce said
rules and administer the related claims. According to the invention, it is
provided
for said administration to be greatly simplified and expedited through
automation.
As can be seen in Figure 19C, it is only required for an operator to enter the
date,
15 time and vehicle license plate related to an infraction ticket and the
user's credit
card is then automatically debited and the registers updated.
7.2.2 Paying commissions to agents
20 It is frequent for vehicle rentals to be booked through travel agents or
other similar
intermediaries. As can be seen in Figure 13E, the system automatically
recognizes
a commission to the relevant agents when applicable. Furthermore, it
automatically prepares the credit memo for the payment of said commissions to
enable batch processing of a large volume of small transactions.
7.2.3 Paying commissions to landholdef-s
One of the benefits of the invention is to allow rental vehicles to be easily
deployed
on any property that is within cellular radio coverage. The value of such land
can
be recognized through commission payments to the landholder in a similar
manner
to section 7.2.2. As can be seen in same Figure 13E, the CRMLS always verifies
if
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a commission should be paid to a landholder upon completing the billing
process.
In the affirmative, it automatically issues a commission credit memo to the
landholder fior batch processing.
7.2.4 Automated processing of insurance replacement transactions
One of the largest rental vehicle markets is often referred to as the
insurance
replacement market. This market is essentially composed of policy holders who
have sustained damages to their own vehicles, rental vehicle providers and
insurers who accept to pay for replacement vehicles during a given period of
time
and within certain guidelines. Considering the high transactional cost of
processing insurance claims and the benefit for insurers to direct the policy
holder
towards an approved rental vehicle supplier, there is a benefit in making the
entire
process as easy as possible from the initial authorization to the payment ofi
the
replacement costs.
Since policyholders (system users) can rent vehicles only when they need them
and from small and widely dispersed locations, the present invention provides
insurers with additional cost saving opportunities and better suited vehicle
replacement options for their policyholders. Thus and as can be seen in Figure
8B, it is provided for the CRMLS to establish an automated link with insurers'
databases before turning a policy holder into a system user. Depending on its
preference, an insurer can then issue an authorization number for the CRMLS to
verify against the insurer's parameters if a policy holder has indeed the
permission
to rent a vehicle on said insurer's account. Alternatively, insurers may
simply
grant access to their database for the CRMLS to check the policy number
against
a certain policy holder profile. As can be seen in Figure 13E, the CRMLS can
automatically bill insurers for pre-approved rentals upon completion of a
transaction or a series of transactions and send the resulting invoices
through EDI.
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7.2.5 Automated invoice distribution
As can be seen in same Figure 13E, the system automatically distributes
invoices
and statements through EDI, fax, email or other comparable electronic means.
In
so doing, the system greatly reduces the amount of human and material
resources
required to complete the billing process.
7,3 Special storage functions
7.3.1 In-vehicle storage compartment
In some applications, it is believed that the present invention may be used
advantageously in carsharing, shared-leasing or shared-ownership applications.
As an example of said shared-usage applications, one can imagine a situation
where a given user has the responsibility of a vehicle in his/her morning and
evening commute and during weekends while other users, work colleagues for
instance, may use the vehicle during the day. Another example may be provided
by a group of 5 users living in the same building and sharing the same
specific
vehicle for a prolonged period of time.
In these types of applications, users may find it cumbersome to always carry
certain personal effects in and out of vehicles especially since they always
use the
same assigned vehicle. As a remedy to this inconvenience, the present
invention
provides for one or several special locking compartments) (37) to be installed
within vehicles and to be connected to the OBU. Upon recognizing a given user
through the authentication process, the OBU then unlocks the resewed
compartment for the appropriate user, allowing him/her to store persona!
effects in
the vehicle in a private and secure manner.
7.3.2 Automated compartments unit (AGU) for on site storage (39)
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It is common for rental vehicle providers to offer ancillary services and
equipment
such as infant seats, ski and bicycle racks, furniture dollies, boxes and so
on.
Normally, such special equipment is not stored in vehicles permanently and
needs
to be handled on a case by case basis.
In the case of an unmanned system open 24 hours a day, there is a need to find
alternative methods to reduce costs and maintain the service. According to the
present invention, it is provided that some rental locations will be supplied
with
locked compartments on the rental premises and for said compartments to be
accessible automatically. Using the same access means required to enter a
vehicle (6.1.2), users are then able to obtain the required equipment directly
from
the premises and without human intervention (Figure 18D). In an alternative
method, users may request special equipment from the vehicle's OBU and the
OBU then contacts the ACU through the CRMLS.
7.3.3 Reminding users of the presence of special equipment
Since users who retrieve special equipment such as infant seats may forget to
bring them back, it is provided for the system to remind users of the presence
of
special equipment when they return a vehicle. As can be seen in Figure 18D,
once a user has retrieved an equipment from an ACU, said ACU (39)
communicates with the CRMLS to associate the equipment rental to the vehicle
rental as well as to trigger other monitoring and billing functions. The CRMLS
in
turn communicates with the rented vehicle to notify its OBU that there is an
open
ACU record on file. Once the user completes fihe related vehicle rental
transaction,
the OBU automatically reminds said user to bring back the equipmenfi to the
automated compartment (27).
7.3.4 Automatically billing users for the use of special equipment
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As can be seen in Figures 13C and 18D, as soon as an ACU compartment is
activated by a user and the equipment return process is completed, the ACU
communicates with the CRMLS and triggers the automated billing of the service.
7.4 System upgrades, software dowel~ads and manual verifications
7.4.1 Information downloads
As can be seen in Figure 14C, users may request services from the OBU such as
downloading a map, obtaining weather forecasts or find hotel locations. Upon
receiving such requests, it is provided for the OBU to contact the CRMLS and
download the necessary data over wireless networks.
7.4.2 Software upgrades
As can be seen in Figure 19D, the CRMLS verifies if a specific vehicle's OBU
need to be updated with more recenfi software or data at specific intervals
(for
instance, a new digital map or communication protocol could be added to the
OBU). If the answer is yes, it automatically sends a 'message to the relevant
maintenance crew or it triggers a wireless download (not shown).
7.4.3 CRMLS precedence over the OBU
In some circumstances, it is possible that the OBU may not be able to perform
some of its programmed tasks for various reasons (e.g. electronic antenna
unable
to read a user's card). In order to resolve such situations expeditiously, it
is
provided for the CRMLS to have precedence over the OBU in all communications
in order to reset it or command it to perform a task.
7.4.4 hJlanual confirmation of the OBU is?formation
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In order to prevent the OBU from becoming out of true, it is provided for the
maintenance crew to enter a master code on the OBU and to confirm the
odometer and fuel gauge reading in rental vehicles upon regular maintenance or
washing of vehicles. In this manner, the CRMLS and the system manager can
5 have recorded confirmations of the vehicles' reading and have a defensible
reference in case of dispute or erroneous billing for instance.
8.0 MANUAL PROCESSES AND REDUCED AUTOMATION OPTIONS
10 In the previously described embodiments, there are a number of applications
and
circumstances where the automated ~ processes would be advantageously
supported by personal interactions between people, especially in the case of
dealings with users that are not familiar with,technology.
15 Throughout the description of fihe preferred embodiments and in the
accompanying drawings, it should be understood that most of the described
processes can be replaced, supported or complemented by manual or person-to
person interactions. In the case of smart cards deliverance for instance, they
obviously have to be physically manipulated in order to be mailed to users or
20 made available for retrieval at physical retail counters.
Obviously, the use of any automated function previously described is entirely
optional and the invention provides for the system to operate without it if
such
functionality is not required. This is especially the case when incentive
25 mechanisms or monitoring functions are used in circumstances and
applications
that may raise unacceptable ethical issues. .
9.0 OTHER INFORMATION
30 The previous description, of preferred embodiments relates to the main
functions
of the system taken in its entirety. It should be understood that most modules
or
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functions previously described are not essential to the functioning of the
system
and that there are as many embodiments as there are combinations of said
modules and functions.
,~Ithough the system is designed for complex vehicle rental applications, some
of
its functions can also be used in much simpler fleet management applications.
