April 2009: When Far East Organisation required a system to enable its estate management staff to provide quality customer service to residents and guests, it turned to Innova's eConcierge system.

The requirement is comprehensive and complex, including the implementing of an access control and security monitoring technology to provide secure, real-time access to all estate management information and systems through an easy-to-use interface available anywhere on site through mobile and handheld devices.

The eConcierge system replaced a manual system that used log books and printed lists that must be updated daily, and walkie-talkies and phone calls to communicate and coordinate the actions of staff members. The old system was error-prone, and gave a poor impression especially when staff didn’t have up-to-date information to assist residents and guests.

With eConcierge in place, staff are fully informed about which guest is expected to arrive, who they are seeing or what event they are attending.

Innovative solution

eConcierge is the first system to bring control of all the sub-systems needed to support the day-to-day operations of a residential estate under a unified, consistent interface.

Images are used wherever possible. For example, licence plate cameras automatically identify vehicles and guests as they enter. Photos of residents and guests also help staff to identify their customers and anticipate their needs.

Security alerts include photos of the potential intrusion, helping the security officers to quickly assess and follow up on the threat.

In day-to-day operations, the estate staff are not tied to their desks. They can be out where the action is, solving problems on-the-spot. This is possible via the use of mobile devices connected to the eConcierge system.

Technology

eConcierge is built around an SQL database with real-time access to all the information needed to support day-to-day operations. The database is enhanced with links to media objects (such as photos) supporting richer communications.

Estate staff member accesses the eConcierge system using notebook computers at the station, or handheld Web tablets for mobile security officers on patrol. The eConcierge user interface is implemented as a Rich Internet Application that can be delivered via a network connection or run locally when network connectivity is not available.

Integration

The system is fully integrated with other site systems, including an Intelligent Monitoring System for surveillance cameras; Kaba’s EXOS 9000 Access Control System managing access cards issued to residents and guests; the Licence Plate Recognition System using technology from A*Star; and the Smart Intercom/Communications Gateway where concierge staff can call residents in their units or via their hand phones, and send them SMS alerts.

More at http://innovaliving.com/