CA2187798A1 - Check-in, queuing, visa, paging and assessment systems - Google Patents

Abstract

A check-in guidance system for guiding passengers (4) who are checking in to a transport service in an environment having a passenger waiting area (18) and a plurality of check-in points (2) operated by check-in point operators (10), the check-in guidance system comprising: passenger information input means (12) at which passengers (4) who wish to check in to the transport service register their arrival, and input information relating to then travel requirements; display means (20) for displaying information to passengers waiting in said waiting area; a plurality of operator information input means (34), each located at a respective check-in point (2), at which check-in point operators (10) input information relating to the checking in of passengers (4); and computing means for sorting passengers (4) who have input information into said passenger information input means (12) into a priority sequence according to the order in which they should he checked in, and for controlling, in response to information received from the passenger information input means (12) and the operator information input means (34), the information displayed on the display means (20) so as to direct passengers (4) from the waiting area (18) to the check-in points (2) in accordance with said priority sequence.

Description

~1877~8 Check~ , Queuing, Visa, Paging And A Syste ns FiPlr7 of thP TnYP7.1tinn The furst aspect of the invention relates to check-in guidance systems for guiding passengers who are checking m to a transport system, and ~lLi~Luly, although 5 not ~A~h~ ly, for guiding passengers who are checking in at an airport.
" ~ rl of the InvPntion Passerlgers arriving at an auport are required check in themselves and their baggage before being allowed to board their plane. Normally, if a number of different airlines operate at the airport, each airline provides a number of check-in points, staffed 0 by check-in point operators, at which passengers travelling on that airlme can check in.
Passengers present their flight tickets to the check-in point operators, and are im turn provided with boarding passes which allow them to board the flight. Passengers' baggage is also checked in at the check-in points and, after being weighed, is placed on a moving baggage belt which conveys it to a baggage handling section. If a passenger's 15 baggage exceeds a specified limit and the passenger is required to pay excess baggage charges, the passenger is usually directed to a separate sales centre which has a number of service points, staffed by service point operators. The sales centre then issues the passenger with a boarding pass once any excess baggage payment has been made. The sales centre often provides a number of other services, in addition to the collection of 20 excess baggage payments, such as reissuing tickets, ticket sales, flight bookings, and providing general;, c~", -~ on flights and services provided by the airline.
A number of problems arise in the operation of such a system. For example, long queues can build up at the check-in points and at the service points of the sales centre. Such queues have a number of dia~l~ ,, effects. First'ly, long queues 2s obstruct the free movement of people around the airport, and lead to ~onVpctir~n The queues can also have the effect of obscuring other check-in points from view and/or making otber check-in points difficult to reach, with the result that certain check-in points become under-used, thus reducing the overa'l efficiency of the system.
Secondly, long queues also, of course, result in frustration and annoyance of 30 F~ccpn~prc, which can cause passengers to be less likely to travel with the same airline again.
Thirdly, long queues mean that there is a substantial delay between a passenger arriving at the airport and checking in his baggage. Such a delay can prove disastrous if the passenger has arrived late amd his flight is about to depart. If the passenger pushes 3s to the front of the queue, or is allowed to jump to the front of the queue, other passengers may become resentful, IJalLi~ ly if they are not aware of the late passenger's situation.
-wo gs/27949 2 1 8 7 ~ ~ ~ PCT/~Ug5/002l0

- 2 -A funher di~ v of such a system is that, in order to provide a faster service for furst and business class passengers, It is necessaFy to provide one or more separate check-in points which are dedicated to the service of frst and business class r~Ccpnv~pr~c If queues foFm at the dedicated check-in points, then first and business 5 class passengers are, m any case, obliged to wait.
Another ~ia.ll~ L~v. of such as system is that, if a passengeF at the front of aqueue has a problem which takes some time to sOn out with the check-in point operator, there is no " ,. .1.~ . " for 1 ".. r_" ;..v the other passengers in that queue to other check-in points in an orderly and fair manner.
If a late passenger is required to pay excess baggage charges, then even if he is able to proceed quickly through the check-m procedure, he may be delayed in queuing at the sales centFe. Again, such a delay could prove disastFous if the depanure of his flight is imminent.
A still funher di~ u~ of such a system is that, although an aiFline is aware of which passengers have already checked in to a panicular flight, it is not aware of which, or how many, passengers have already arrived at the airpon but are still waiting to check in.
The invention seeks to overcome at least some of the problems of the prior an.
S-lmm~rv of ~hP TnvPntion zo Accordmg to the first aspect of the invention there is provided a check-m vQuidance system for guidmg passengers who are checking in to a transpon seFvice in an ~UVilUIIIIl~... having a passenger waiting area and a plurality of check-in pomts operated by check-in point operators, the check-m guidance system C~
passenger i"r,., .,. -~;.,.. input means at which passengers who wish to check in to 25 the transpon seFvice register their arrival, and input ;, r~ 1ll relating to their travel lC:UUilUII~II a, display means for displaymg i.,r.-, ~ ,. to passengeFs waiting in said waiting aFea;
a plurality of operator iu~rUI~ Liu~ input means, each located at a respective 30 check-ill poillt, at which check-ill poillt operators illput i" ro" " - l ;"" relatillg to the checking in of r~ and computing means for sorting passengers who have input i. r." ", - i, ." into said passenger ;,.c~,,,, j,,,, input means into a priority sequence according to the order in which they should be checked in, and for controlling, in response to i,.r.,....~,i....
35 received from the passenger illrullll~liiul. input means and the operator i"r...., -~ i.." input means, the i"r..". - i.,.. displayed on the display means so as to direct passengers from the waiting area to the check-in points m accordance with said priority sequence.

Such a check-in guidance system provides a numbe} of benefits. There is no need for passengers to form long queues at each check-in point, and congestion and frustration are thereby avoided. In addition, first and business class passengers can be given priority over other passengers without the need for separate dedicated first and s business class check-in points. When a first or business class passenger registers his arrival at the passenger i, r." ,..- ;~,.. input means, the computing means can assign the first or business class passenger a higher position in said priority sequence than other rllCcPrl~rg. and cause the display means to direct the furst or business class passenger to the next available check-in poimt that becomes free. This process can take place"lLIy to the other r~Ccf-rl~rc, who remain unaware that another passenger, arriving later than themselves, has been granted a higher priority, and has effectively jumped the queue.
r~ wl~, a late passenger can ~ltn n~ti~ llly be given a higher priority than other passengers of the same class who are checking in for a later flight, without the other passengers being aware that the late passenger has effectively jumped in front of them.
Preferably, each operator i Cvll.l~Liu.~ input means comprises a respective paging means which, on actuation by the col.~u~Jing check-in point operator, causes the next passenger in said priority sequence to be directed by the display means from the 20 waiting area to the CulI-~*)Uiill~ check-in point.
This feature allows the check-in point operator to control the length ûf the queue, if any, at his or her check-in point. The check-in poimt operator can keep the queue down to a reasonable number, for example two or three p~C~n~erC, while at the same time ensuring that there is never a period when there are no passengers waiting to 2s be checked m at the check-in pomt of the check-in point operator.
Adv ~ 'y, each operator ;~f ~ input means comprises commence-serve means which, when actuated by the check-in point operator, informs the computing means that the check-im point operator is beginning to serve the next passenger, so that the computing means knows who is being served at any given check-im point at any given time.
One advantage of such a commence-serve means is that it allows the computer to generate statistics on the operation of the check-in guidance system. For example, the computmg means can calculate the average time that it takes any given check-in point to check in a passenger, or the average time between paging and service.
3s Preferably, each operator ;~f ~ input means comprises no-show means which, when actuated by tbe check-in pûint operator, informs the computing means that a passenger who has been directed to the check-in pomt by the display means has failed to show at the check-in point, so that the computmg means can decidç whether, and if so when, to allow the passenger to be repaged.
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WO95/27949 2 ~ ~ ~7 9~ PCT/AU95/00210 It will be C~ ' ' ' that there are a number of possible ways in which this could be done. For exam~ple, such a no-show passenger could be simply returned to a lower position in the priority sequence, and repaged in the normal way when he or she again reached the top of the priority sequence. Alternatively, the no-show passenger 5 could be allowed to be repaged after a fixed time intenal following actuation of the no-show means.
Preferably, each operator i,.rO~ ;. . input means comprises on-duty means which, when actuated by the check-in point operator, informs the computing means that the check-in point is operational and can have passengers directed to it by the display o means.
Similarly, the operator i. ,f~ ." - -~ i. ,., input means also preferably comprises off-duty means which, when actuated by the check-in point operator, informs the computing means that the check-in point is no longer r~p~rAtir nAI and can no longer have passengers directed to it by the display means.
These features allow check-in point operations to leave check-in points, for example in order to take a tea break or to perform other duties.
In one; ' " of the invention, the operator i"r~., ." ~;r... input means comprises return-to-queue means which, when actuated by the check-in point operator, informs the computing means that the passenger who is currently being served at that 20 check-m point is to be returned to the waiting area to await repaging.
Such a return-to~ueue means can be used when a passenger enters incorrect i"r..l..,-~i,.,. atthepassenger ;.,r..,..--~i.... inputmeans Forexamp1e, if aneconomy class passenger specifies at the passenger h~rulll~Liul~ input means that he is a first class passenger, then the check-in point operator has the discretion to return the passenger to 2s the waiting area, and to correct the erroneous ;l.r.., Il~ lll entered by the passenger, so that the passenger is then paged at the correct time. Of course, if the check-m point operator feels that the passenger's rnistake is genuine then the check-in point operator has the discretion to check in the passenger and not actuate the return-to-queue means.
Preferably, the operator r ' input means comprises frrst transfer-30 request means which, when actuated by the check-in point operator, informs the computing means that all passengers at that check-in point other than the passenger currently being served are to be transferred to one or more other check-in pomtsThe frrst transfer-request means is particularly useful in the case where there is a problem with the checking in of a passenger, and the check-in point operator foresees 35 that the problem will take some time to resolve. ~fter actuation of the first transfer-request means, the other passengers can be redirected to otber check-in points by means of the display means. rulLI~ IIlu~, if more than one passenger is to be transferred, the computing means can ensure that the priorities of the passengers are preserved in the transfer.

Wo 95i27949 ? ¦ ~ 7 7 9 ~ pcTl~ussloo2lo In a preferred .., .1,~,.1:" ,...~ of the invention, tbe operator;..r.., .. -~ ;.... input means comprises second transfer-request means which, when actuated by the check-in point operator, informs the computing means that the passenger who is currently being served is to be transferred to another check-in point.
The second transfer-request means can allow the check-in point operator to specify where the passenger is to be transferred to.
For example, the check-in point operator may wish to transfer the pæsenger to a supenisor station if the check-m point operator is unable to deal with a particular problem.
In the cases of both the frrst and second transfer-request means, if there are i..~..rri. :. .,1 free check-in pomts available, the computing means returns passengers to the waiting area to await redirection by the display means.
Preferably, the operator ;,.r....,.-~i..,. input means comprises operator display means which displays ;,,c~,, ", ;"" to the check-in point operator under the control of the computmg means.
For example, the operator display means can display il~u~ a~iOII identifymg the check-in points to which passengers are to be transferred aher actuation of the first or second transfer-request means.
In that case, the operator display means allows the check-in point operator to tell the passengers in the queue for that check-in point where they are being transferred to, so that the passengers do not haYe to rely entirely on the display means.
The first and second transfer-request means can also be used in the event of thefailure of a luggage belt. If the luggage belt serving a particular group of check-in pomts suffers a breakdown, then the check-rn pornt operators for those check-in points can request that all passengers waiting at their check-in pomts are transferred to other check-in potnts, and at the same time actuate their off-duty mPa~ ~i~i6a~.e ~'~at .hleir check-in points are no longer operational.
Preferably, the operator display means displays il~UIlllaLiu~ which informs the check-in point operator which ~cCPngPr~, if any, have been paged but not yet served.
30 In such a case, the check-in point operator always knows how may passengers should be in the queue for the check-in point.
Preferably, each check-in point is provided with a respective display device which displays ;.. r".. -~;.. to passengers at the check-in point under the control of the computing means, and the ;,.r.,.... ~;n.. displayed by the display device confrms to 35 passengers arriving at the check-in point that they are at the correct check-in point.
Preferably, the passenger il~UllllaiiOll input means allows passengers to specify their flight number, the class they are travelling, and/or the number of people in their group.
_ _ _ _ _ ., . _ .. . .. . . . . . . _ . . . _ _ .

2~ ~37~8 WO 95127949 6 PCTI~U95100210 CUII~ LIY. the passenger ;~r~ input means comprises a machine reading device for machine reading r '- , such as that specified above, from media provided by p~lccpn~erc For example, in the case of an airport, air tickets can be provided with a 5 magnetic strip or bar code adapted to be read by the machine reading device.
Additionally or al.~ .,l.y, the passenger il~lllla~iOII input means can be provided with a touch sensitive screen for allowing passengers to input illrUlllldLiCIII.
In that case, the touch sensitive screen can display a plurality of areas, each area labelled with a respective letter of the alphabet, and the required; ~f~.". -';.)" can be tO input by touching each area in Lurn, the letter ~,UIIC~JUIIdill~ to each area bemg displayed on the screen each time the c... ,c~l.. .".1;,.~ area is touched so that the user can view the i.,r.."" ~;..,. being entered.
In one ~ .,I.oll;,,l 1~ of the invention, the passenger ;.,r~., . -~i,.., input means comprises a voucher dispenser for dispensing vouchers to r-~CC~n~rC, each voucher bearing one or more identifymg letters and/or nymbers which can be displayed by the display means to guide passengers to the correct check-in pomts.
In the case of a group of passengers who are travellmg together, the voucher dispenser dispenses a single voucher to the group, and the group is treated as a single entity as it passes through the system.
It should be c",~,c ' that the check-in guidance system is designed to handle both smgle passengers and groups of passengers, and the word ",u~a~c~ l" above should be interpreted as referring to either a single passenger or a group of l~ccrn~l~rc Thus, for example, if a check-in point operator, while checking im a group of p~c~f~n~rc, actuates the second transfer-request means, the whole group of passengers is ~5 transferred to another check-in pomt.
The voychers which are dispensed by the voucher dispenser can be provided with additional ~ designed to assist passengers through the check-in guidance system.
For example, the voucher can specify where the d,l)~JlUlJl' ' waiting area is located, and the time by which passengers should arrive at the waiting area. This allow passengers to malce maximum use of their time. For example, passengers may wish to make purchases or eat and drink before checking in.
If required, the passenger illfUlll~.iUII input means can be adapted to receive and validate money from passengers, and to dispense a voycher only if a required fee is paid.
Such a system could be used, for example, to collect departure tax at an airport.
If the transport service requires to collect excess baggage payments from passengers whose baggage weight exceeds specified limits, amd if said ~IIVilUIIIII~ . is ~ WO 95127949 2 ~ ~ 7 7 q 8 PCT/AU95/00210 provided with separate service points at which excess baggage payments are collected, the check-in guidance system can cornprise second display means for displaying ;~lr~ under the control of the computing means~ to direct each passenger who is waiting to make an excess baggage payment to a specified one of the service points, in 5 an order ~lPfprnlinpd by the computing means Such a system has the advantage of allowing certain r~ccPn~Prc, for example first and business class passengers and late passengers to proceed through the senice points at a faster rate.
If, as is commonly the case, the senice points provide other services in addition to collecting excess baggage payments, for example providing sales ', . r. " ", - ;. " ' then the check-in guidance system can further comprise a senice point voucher dispenser for dispensing vouchers to people who wish to use a service point but do not require to make an excess baggage payment, each voucher bearmg one or more identifying numbers and/or letters which can be displayed by the second display means to guide people to the service points .
The check-m guidance system can further comprise service ,, c~" ". -~;.", input means to allow people to specify the service they require, or the nature of their enquiry.
Where there are passengers who do not require to check-in physically or lodge baggage, ticket reading means can be provided at which passengers can present machine 20 readable flight tickets.
The ticket reading means may read a magnetic stripe or other form of ,"r",,..-l;.", encoded on the ticket, and verify its validiy for a particular airline, date, flight and class.
Then the ticket reading means may 'Iy notify a reservation system 25 that the particular passenger has arranged at the au~port or city terminal or airport bus terminal (by the ~JIC.~ iUII of his/her ticket) and is about to be issued with a valid flight boarding pass.
Preferably, the ticket readmg means then marks the ticket or removes the relevant ticket or portion of ticket from any attendamt ticket sachet or other stapled or 30 attached portions.
Thereupon, the ticket reading means can 'Iy issue a boardmg pass which itself may be encoded to allow automatic entry through machine readmg hl)u~ to the p~ leading to the respective aircraft if such access is desired.

3~ Cull~ tly, the ticket reading means illl~Ul~JI ' means to enable the passenger selecting automatic issue of a boarding pass to make a choice as to seating position e.g. window or aisle - smoki~g or non-smoking.
Further, havmg obtained a boarding pass by this means, a passenger can ~:UII~ ly approach the ticket reading means to change seatmg position. In such .. . . . ..

9S/27949 8 ~ PCT/AU9S/00210 event, tbe passenger can re-insert the boarding pass. This would be: ~iy checked.
The passenger may notify (by means of a keyboard, luu~h~.~c~.., etc) any change required. If the desired seating is available, the changes to the records of the seating reservation system would be made and a ~ u~ ~L boarding pass Allt~m-~ir:~lly issued.
The Ouidance system can further comprise a boarding pass which when iUI~.ll o ' ' by a signal at a checkpoint is triggered into ~responding with its encoded date. Such a ~ boarding pass can be of any suitable material, and can embody its own IlliI_lUlJIU~i~Ul . It can be self powered (e.g. electric cell or battery of cells; IJIlUlU,~IL_i~, type energy acceptance from ambient light sources) or powered by any form of stored energy. For example, the boarding pass may convert some or all of the energy received from ihe iULclluoGii O signal and gain sufficient energy by this means to transmit its code response.
The invention also j" ~ 1y provides a touch sensitive screen for allowing a user to input,..F~",..,li..,. into a computing means, the touch sensitive screen being divided into a number of regions, and each region displaying a respective letter of the alphabet so that act~iation of any one of said regions by the user causes the letter associated with that region to be displayed at another location on the touch sensitive screen.
It will be dp~ ' ' that such an A. .A .,. ~1 allows a touch sensitive screen to double as a keyboard and screen, thus removing the need for the user to use aseparate mPr~ rAl-type keyboard to input i"f".... -:;",. Such an A..,...~,.."..,I can also serve as a ,,,l,1~i1i,~,.-1 keyboard, in which case after the user has specified the language required, the number of regions on the touch sensitive screen can change if the required alphabet has a different number of letters. Of course, additional regions of the touch sen3itive screen can be allocated for ~ numbers and other functions.
A second aspect of the invention relates to a queue . ~ . .,1 system.
The traditional method of queuing involves clients standing in a line one behindthe other. It is well known that queuing in this maimer can be a frustrating and tiring i~nrr, especially if the queue is long and slow moving. In addition, such a method of queuing can also be inefficient, p~ ,ulAlly in the case where it is necessarv for clients to form several different queues for different services If a client finds himself iu~d~.,.t ldly in the wrong queue he may find that, having worked his way to the front of that queue, he is then forced to join the back of a different queue. This simply frustrates the client further, and wastes time.

2 1 ~77~
wo ss/27s4s 9 Pcr/AU95/00210 Ful th~ , once the client reaches the f}ont of the queue it is sometimes necessary for him to identify himself to a member of staff, and for the member of staff to search for inforTn:lti2m that relates specifically to that particular client. This process takes time, which can lead to longer queues or to the need to employ additional 5 members of staff.
In addition, if statistical i F 11~11 -l ;. 1. is required on the use of the service, such ir,formation can be time consuming and costly to prepare, ~ uLllly if it involves sortmg through manual records.
The mvention seeks to overcome or ameliorate such problems, and to provide a number of other benefits, as will be described below.
According to the second aspect of the mvention there is provided a queue system c~ ; v-a service device for providing people with; ,.r~ ;.., the service device ~ at least a screen for displaying ;..r,.... - ;~... to users of the service device;
15 an device for ~ ~.. ;.. ;.. ~ whether people who wish to use the service device are authorised to use the service device;
a waiting area in which people wait after identifying themselves at the first .l...,;ri. -:;.... device;
display means for displayrng; c~,, ",..,;",, to people waiting in the waiting area;
20 and computing means for controlling, in response to ;..r(.. ,,..2;rl.~ received from at least the 1.." ;~ device and the service device, the r ~' displayed on the display means so as to direct only those people who are authorised to use the service device sequerltially from the waiting area to the service device, in an order ~2.~tr~ninrr.2 by the computing means, so that the service device is used by people from the waiting area one after the other.
Such a system avoids the need for people to stand in a queue, and allows them to wait in a more relaxed manner in a waiting area, which can for example be provided with chairs.
The system also provides the advantage of allowing the computing means to nn~2ir~l1y keep track of how the system is being used, and to ~ ~ly provide statistical ill~)llll~liiUII on the use of the system.
- The~.11.. i~l;.. 1-devicecancompriseafirsti1 ir~ ir-~ devicefor identifying people who wish to use the service device in order to determ,ne whether 35 they are authorised to use the service device.
Additionally or alternatively, the i...ll.... i` 'i.. ` device can comprise a payment device for accepting a payment from people wishmg to use the service device, and said d ...i.. -~i.... of whether said people are authorised to use the service device san depend on whether or not a required payment is made.
, . . , _ . ~ _ .. .. . . . ... . ... ..

21~7~9~
W09~/27949 - 10- PCT/AlJ95/00210 Preferably, the queue ~ system further comprises a second i r~ ." device at the location of the service device (regardless of whether or not the system also comprises said first ;.1. ..l;r;. -:;..., device) for identifying people who wish to use the service device, and allowing use of the service device by only those s people who have been directed to the service device by the display means.
In one . ..,1,.:..1;.". ..1 of the invention, the service device is connected to, and controlled by, the computing means.
The computing rneans can collect statistical data not only on such things as the numberandrateofpeopleusmgthesystem,butalsoonwhat;,r..,.,.-~;.,..isbeing o supplied to people using the service device.
It will also be d~J~)I' ' ' ' that a number of benefits flow from the fact that the identity of each user of the system is identified by the first and second ;.1. . ~ir;. ,;....
devices. For example, the senice device is able to provide ;"r..". -~;.... which is specific to each user of the system. In addition, the computing means is able to collect statistical;.. rl.. " ;...; on each individual user, rather than simply on the use of the system as a whole.
The system can also include a staffed service point operated by a member of staff, and the display means can display ;1 .1r. " " -: ;l ... to direct people from the waitmg area to the service pomt, in accordance with U~Liùllb sent to the display means by the computmg mearls.
In this case, people can be directed to the service pomt before, after, or instead of, being directed to the service device.
r~lLI~ u.u.~, the computmg means can decide, on the basis of the identity of each person as determined by the first i-l .~;r, ~ device, where each person should ~s be directed by the display means.
There can be more than one service device, and more than one service point.
If there is more than one service device, each senice device can be provided with a respective second ' ~ device.
In addition, the service devices and service points need not be identical, and different service devices and service pomts can be adapted to provide different services to users of the system.
In this case, the computer means cam decide, on the basis of the identity of each person as determined by the first i.'. :ir, -~;"" device, to which service device or service pomt each person should be directed by the display means.
Additionally or alternatively, the ~ ;- device can be provided with input means for allowing the user to specify which of a range of services is required, and the computing means can decide where to direct the person on the basis of the choice that person has made at the mput means.

2~ ~7~
Wo 95/27949 1 1 pcTlAu9sloo2lo The system can f rther comprise a ticket dispenser for dispensing tickets to people who are determined by the ~ device to be authorised people, the tickets bearing one or more identifymg numbers or letters, and the display means cam be adapted to display said identifying numbers or letters in order to direct such authorised s people to a service device or service point.
The ftrst and second; ~ ;r, ~;-,.. devices can be provided with machine reading devices for machine reading personal j 1~ .~; ri ~ ;. .., cards presented to the frrst amd second ;.1. ~;r~ dèvices by users.
For example, the personal ' 5 cards can be provided with bar codes or magnetic strips.
In one ~...1~-1;.. ~ .1 of the invention, the ticket dispenser dispenses ticketswhich are provided with bar codes, and the second ;~ iri~ -I;.,.. devices are provided with bar code reading devices for readmg the bar codes on the tickets when the tickets are presented to the second; 1 ,I;ri -~;.. devices, in order to allow use of the service 15 devices by only those people who have been directed to the service devices by the display means.
The service devices can be provided with one or more printing devices for providing users with hard copies of ;.,r,.. ,...-;.....
A third aspect of the invention relates to an automatic visa issuing device.
According to the third aspect of the invention there is provided an automatic visa issuing device, comprismg applicant ;..~ ;.". input means at which an applicant for a visa inputs i..r,..,., ~i..,. relatmg to the applicant's request for the visa; computing means for stormg and processimg the ;, c~" ~ mput by the applicant; and visa issuing means for issumg the visa to the applicant if the computing means determines that the applicant is entitled to the visa.
The visa issuing means can be an automatic stamping device for stamping the applicant's passport with a stamp lr~ , the visa.
The visa issuing means can also comprise a sticker dispensing device for dispensing a visa sticker to the applicant, which can be stuck in the applicamt's passport.
The applicant ;~f~ input means can comprise a display screen for displaying general i,.r", ..,-~i.,.. to the applicant, prompting tbe applicant for required ;..r... ", ~ , and/or displaying ;..r~.".,~1;.... mput by the applicant.
Ideally, the issuing device fLrther comprises a camera, and the display screen is adapted to display an image of the applicant produced by the camera.
In that case, the screen can be a touch sensitive screen, preferably of the type(displaying the alphabet) described above.

21 8779~
woss/27949 - 12- Pcr/AllsS/00210 Preferably, tbe automatic Yisa issuing device further comprises payment means for accepting a payment from the applicant before issumg a visa, the issuance of the visa berng dependent on the rayment made.
For exainple, the payment means can comprise a coin and note validation 5 device, and/or a bank card reader for debiting the applicant's bank account directly.
Ideally, the automatic visa issuing device comprises a passport reading device for reading, for example optically or m:lEnp~ir~lly~ ;,.r, .. ", - ;~ ". from the applicant's passport before issumg a visa, the issuance of the visa being dependent on the il~LllldtiOll read.
o Additionally or r' ' ' ' ~ .,ly, the automatic visa issuing device can comprise image recording means for recording an image of the applicant, and providing thecomputing means with a digitised rinage of the applicant, so that the computer means can compare the digitised image with a digitised image of the owner of the passport presented to the passport readrng device, and determine whether the applicant is the true owner of the passport.
The digitised image of the owner of the passport can be read by the passport reading device from a r~ in the passport, or can be stored in memory amd accessed by the computmg means on the basis of other i . '~ ;l l., read from thepassport.
A fourth aspect of the invention relates to a queue .. c,.. ~ system.
The traditional method of queuing mvolves clients standing in a line one behind the other. It is well known that queuing in this manner c m be a frustrating and tiring PsrPriPnr~P, especially if the queue is long and slow moving. In addition, such a method of queuing can also be inefficient, p.lllil_ul~ly in the case where it is necessary for 25 clients to form several different queues for different services. If a client finds himself i~d~,.Lclllly in the wrong queue he may fnd that, having worked his way to the front of that queue, he is then forced to join the back of a different queue. This simply frustrates the client further, and wastes time.
r~llLll.,.~ , once the client reaches the front of the queue it is sometnmes 30 necessary for him to identify himself to a member of staff, and for the member of staff to search for ;..rl." -~ that relates specifically to that particular client~ This process takes ti}ne, which can lead to longer queues or to the need to employ additionalmembers of staff.
In addition, if statistical; r~ is required on the use of tbe service, such 35 i.,r." ,. ~ ;, .., can be time consuming and costly to prepare, ~l Li~,ul~ly if it involves sorting through manual records. If any kind of automated queuing system is employed, a further problem can arise if the system is to be used by clients who speak differen~

21 ~779~
WO 95/27949 - 13 - PCT/AU9!;/00210 languages, some of whom may fmd it difficult to follow the ihl~.l u.Liul s for use of the system.
The invention seeks tû overcome or ameliorate such problems, and to provide a number of otber benefits, as will be described below.
Accordmg to the fourth aspect of tbe invention there is provided a queue system ~
a service point for providing people with ;..r""~- -,;.", an arrival device which people who wish to use the service point are required to operate on arrival at the system;
a ~ .IAI instruction dispiay device, COlll,uli~i~ at least a screen and being located at or near the arrival device, for displaying illr~ on how to use the system in a pluraiity of languages;
display means for displaying; r,.... -~;.... to people waiting in the waiting area;
amd computing means for controlling, in response tû i.~l-.~Liun received from at least the arrival device and the service point, the illru--L~Lion displayed on the display means so as to direct people who have operated the arrival device sequentialiy to the service point, in an order determined by the computing means, so that the service point is used by people one after tbe other.
CU~ LIY~ the system further comprises a waiting area in which people wait after operating tbe arrival device, and the display means directs people sequentially from the waiting area to the service pomt.
Such a system avoids the need for people to stand in a queue, and allows them to wait in a more relaxed manner in a waitmg area, which can for example be provided with chairs.
The system also provides the advarltage of allowing the computing means to y keep track of how the system is being used, and to ~ y provide statistical ;..r~ .... on the use of tbe system.
The arrival device can comprise an All~ ;O~ device for .1~ ~
30 whether people who wish to use the service point are authorised to use the service point.
Preferably, the .. 1;;1; ~L,.. AI instruction display device comprises a touch sensitive screen, or a screerl with buttons arranged alongside it, to enable users to make choicesorenter ;..r.,... ~;. mresponseto;..f~ ...displayedbythescreen.
For example, the mllltilin~ ll instruction display device can allow the user to 35 select in which language ;..r.- .. -; - . is displayed by the ~ AI instruction display device.
The device can comprise a first i(l 1;ri -li.- device for identifying people who wish to use the service point in order to determine whether they are authorised to use the service device.
. . . _ .

~ 1 87~9~
wo 95/27949 1 4 Pcrl~.uss/002l0 Additionally or alternatively, the d. ,ll.. " i~-~ i.... device can comprise a payment device for accepting a payment from people wishing to use the service point, and said ,l. . . ".;" ~ of whether said people are authorised to use the service point can depend on whether or not a required payment is made.
Preferably, the queue ~ system further comprises a second i.1. . ., i r, ~ device at the location of the service point (regardless of whether or not the system also comprises said first i~l. ..iri, ~i..., device) for identifying people who wish to use the service pornt, and allowing use of the service point by only those people who have been directed to the service point by the display means.
The service point can be a staffed senice point operated by a member of staff.
Alternatively, the service point can be a service device cr-~rri~in~ at least a screen for displaying i..r, .., -~i. ., . to users of the service device.
In that case, the service device can be connected to, and controlled by, the computing means.
The computing means can collect statistical data not only on such things as the numberandrateofpeopleusingthesystem,butalsoonwhat i.,r.".,~;i.". isbeing supplied to people using the service point.
It will also be ~JI/IG ' ' that a number of benefits flow from the fact that the identity of each user of the system is identified by the first and second i.l. .,liri. ~i....
20 devices. For e~ample, the service point is able to provide il~ulll~lioll which is specific to each user of the system. In addition, the computing means is able to collect statistical i,.r,.. ~ on each individual user, rather than simply on the use of the system as a whole.
The system can comprise both a staffed service point and a service device.
In that case, people can be directed to the staffed service point before, after, or instead of, being directed to the service device.
r.~ lllul~, the computing means can decide, on the basis of the identity of each person as determined by the frrst i.l. "ir,- -li.... device, where each person should be directed by the display means.
There can be more than one service device, and more than one staffed service point.
If there is more than one service point, each service pornt can be provided witha respective second i.l. ..lir. ~ device.
In addition, the various service devices and staffed service points need not be 35 identical, and different service devices and staffed service points can be adapted to provide different services to users of the sysoem.
In tbis case, the computer means can decide, on the basis of the identity of each person as determined by the first i.l. ;ir -~i.... device, to which service device or staffed service pornt each person should be directed by the display means.

095/27g49 - 15- PCT/AU95/00210 Additionally or alternatively, the ~. :1,. " ;~ -~ ;. ." device can be provided with mput means for allowing the user to specify which of a range of services is requ¢ed, and the computing means can decide where to direct the pe}son on the basis of the choice that person has made at the ir~ut means.
Such an input means can be provided by the mll1ti1in~l~1 ¢Istruction display device.
The arrival device can be provided with a ticket dispenser for dispensing tickets to people operat¢g the arrival device, the tickets bear¢ng one or more identifying numbers or letters, and the display means can be adapted to display said identify¢ng numbers and/or letters ¢n order to direct people to a service device or staffed service point.
In that case, the ticket dispenser can be adapted to dispense tickets to people who are ~ prminl~d by the ~ device to be authorised people.
The f¢st and second i~i. ..lir;. -l;.~.. devices can be provided with machine reading devices for machine reading personal ' ~ ca¢ds presented to the f¢st and second i i.. ;1 ;. -~;.... devices by users.
For example, the personal; 1 ..I;ri. ~l;.... cards can be provided with bar codes or magnetic strips.
In one / .l-oll;l~ of the invention, the ticket dispenser dispenses tickets which a¢e provided with bar codes, and the second i.~ devices are provided with ba¢ code }eading devices for reading the bar codes on the tickets when the tickets are presented to the second; ~ l;."~ devices, in order to allow use of the service points by only those people who have been directed to the service points by the display means.
The service points can be provided with one or more print¢ng devices for providing users with hard copies of; ,~,... -~;....
A fifth aspect of the invention relates to pagmg devices for use in queue l systems.
The check-¢n guidance system and various other queue ~ systems 30 described above make use of paging devices for enabl¢ng staff members to page the next client, or more generally user, of the system. In the check-in guidance system described above, the operator module 34 can be regarded as the pag¢ng device. In the other queue .. ~.. ~,~.. 1 systems described above, the paging devices are not specifically illustrated in the a~u.~ -g figures, but reference is made to buttons (not shown) which are 35 provided at the staffed service points 6, and which can be rega¢ded as paging devices.
It should be noted, however, that this aspect of the invention is not limited to paging devices for use in the particular queue ...~ . c,. - ' systems described above.
.

~ 1 87~98 wo gs/27949 - 16 - PcT/Aus5/00210 A problem which arises generally in the installation of paging devices for queue systems is that each paging device must be electrically connected by a cable to the computer or computers which is or are controlling the queue .,.,.. ,~.. , system. Typically, such a computer controls a display device which directs clients to the ~ u~ staffed service points in response to operation of the paging devices at the staffed service poimts by the members of staff who are operating the service points.
Generally, each staffed service point is given a number, indicated by a position marker which is displayed by the display device in order to drrect users to that staffed service pornt.
o It will be a~ ' that the installation of cabling commecting the pagrQg devices can involve a substantial amount of labour, ~ iuuLIlly if there are a large number of cables which must be routed across floors in an aesthetically pleasingmanner, which is also safe and does not present a hazard to users of the system.Accordmg to the fifth aspect of the invention there is provided a paging device for use in a queue _ system having a number of service points for providing people with a senice, each service point being operated by a staff member, the paging device ~
a paging unit, the operation of which by a staff member causes the next user of the system to be paged to that staff member;
zo at least one cable cormecting the pagmg unit to a computer controlling the queue ,.,,".. ~.. l system; and guide means for guidrhlg at least a portion of said cable from a ceiling above the paging unit to the paging unit, the guide means being provided with ceiling attachment means for attaching am upper portion thereof to said ceiling.
It will be ~ IIC ' ' ~ that such a paging device allows cables from the paging device to be routed through the sealing of the building in which the queue l~l~llA~.~Il.
system is in operation, thus providing a substantial reduction im the labour involved in installimg such cables.
Preferably, the paging unit comprises a display for displaying i~ ., to the staff member operating the paging unit. For example, the display can display the ticket number of the next client in the case where the queue " ".. ,..~ ~ ., ....l system involves dispensing numbered tickets to clients arriving at the queue l"..,.. ~,...,.., system.
Cu~ "lly, at least a part of the paging unit, such as the display, is 35 supported at the lower end of the guide means. This feature provides the advantage of removing the paging unit, or at least a part thereof, from the desk of the staff member, thus increasing the useable area of the desk.

2~87798 Ad-, ,, '~r, the pag5ing unit, or part thereof, supported at the lower end of the guide means is rotatably mounted to the guide means to allow its orientation to be adjusted to suite the staff member operating the paging unit.
Additionally or alternatively, the guide means can be of adjustable length to 5 allow the paging unit, or part thereof, at the lower end of the guide means to be adjusted in height.
The paging device can further comprise a number identifier supported by the guide means for idenvifying dle number of the staffed service poimt at which the paging device is located.
o The sixth aspect of the invention relates to automated ~ccPccmPnt According to the sixth aspect of the invention there is provided a method of assessing the ability of a person in a particular field, cv".~,i,i"g displaying a plurality of questions on a screen controlled by computing means, recording the responses of the person to said questions, and using the computing means to carry out an analysis of said responses.
If the questions are displayed serially, that is one after vhe other, the methodpreferably further includes measu}ing the time taken by the person to answer each question.
It will be ~p,~ ' vhat the time taken on each question is valuable additional Illl'Vllll~liiVll, which can be included in said analysis.
The method can further include the step of d"' " ~ ;' r 1'y movmg on to the nextquestion if the person has not responded to a question within a ~ ,.,; ,I time interval.
In this case, different ~ time intervals can be used for different questions. For example, the time allowed for each question can be made to depend on the likely difficulty of the question to the person.
If the questions are displayed more than one at a time, the computing means cam include, as a factor in said analysis, the order in which the person chooses to answer the questions.
In one r~ bvd.. -~.. t of the invention, the method includes the step of stopping the test if an answer is given to a question which is i"~ with an answer alreadygiven to a previous question.
The invention also provides an assessment device adapted to carry out the above method, c~ computing means, a screen for displaying the questions, and 3s imput means for enabling the person to input responses to the questions.
Cvll~ LI.y, the screen and input means are combined in the form of a touch sensitive screen, or a screen with adjacent keys or a keyboard.

21 ~l79~
WO 9~i/27949 PCTtAU95/002J0 The invention also provides a client ~ system comprising one or more service points for providing clients with a service, and the assessment device described above, which people wishing to use the service pomt(s) are required tooperate before proceeding to the service point(s), wherein the client ~ system 5 further comprises ~ ' ;.... means for c v at least some of the results of said analysis to the service point(s).
The invention further provides a client v system comprising a plurality of service poimts ~or proYiding clients with a service, and the assessment device described above, which people wishing to use a service point are required to operate before proceeding to the service point, wherem clients, after having operated the assessment device are required to proceed to one of the service points, in .l. ~,....l~ .., on the results of said analysis.
The service pornts mentioned above can be either staffed service pomts, automated service devices, or a .:...,.~. - -';.... of both.
~5 In either of the client v systerns described above, the questions presented to the client by the assessment device are preferably related to the senice which is being provided by the service point(s) so that the client is not necessarily aware of the fact that he is being assessed by the assessment device.
If the assessment device is adapted to stop testing in the event of an answer bemg given by a client which is i . .~ l with an answer already given to a previous question, m tl1e malmer described above, the client is preferably directed to a service point as soon as the test is stopped.
It will be ~,u,ul~-hl.2,1 that this reduces the time which the person has to spend at the assessment device.
2s The invention also provides a client v system compriSmg an automated service device for providing clients with a service, the service device being adapted to also operate as an assessment device of the type described above, and a queumg system for directing people wishing to use the service device to the service device one after the other.
The service device can, for example, be adapted to carry out literacy and/or pay~llul~ Lli~ testing using the method described aboYe.
Brief D~c~ rin~i~m of the DrawiT~F~
F...l.nll;..,.. ~ of the various aspects of the invention are described below, by way of example only, with reference to the ~u~ lyi~V drawings, in which:
Figures 1 to 11 relate to the first aspect of the invention;
Figure 12 relates to the second aspect of the invention;
Figure 13 relates to the third aspect of the invention;
Figure 14 relates to the fourth aspect of the invention;

2 ~ ~77~
W0951~7949 ~9 PCT/~I~9~ ~1 Figure 15 relates to the fifth aspect of the invention; and Figures 16 to 19 relate to the sixth aspect of the invention.
Pref~rred F~ n.1;"....1~ Qf th.- Inventinn An ....I.o.l i..~. ~ of the frrst aspect of the invention will now be described, by s way of example only, with reference to Figures 1 to 11 of the a~ul,l,u~iug drawings, in which:
Figure 1 shows a check-in guidamce system in operation at an airpûrt;
Figures 2 to 4 show three different layouts of a touch sensitive screen;
Figure 5 shows part of a computer controlled display board;
o Figure 6 shows a check-in pomt operator serving a passenger at a check-m point; and Figures 7 to 10 show various r " displayed on the display of an operator module.
Figure 11 shows a touch sensitive screen r '' ~ as an 1 5 keyboard.
Figure 1 shows a number of check-m pomts 2 for checking in passengers 4 at an airport. The check-in points 2 are arr~mged around a luggage conveyor belt 6 which conveys passengers' luggage 8 from the check-in points 2 to a baggage handling area (not shown). _ach check-in point 2 is staffed by a check-m point operator 10 whoexamines passengers' tickets and issues passengers with boardmg passes.
When passengers arrive at the airport they are directed by a~lU~lidt~ signs (not shown) to a passenger j"c~" ,.. ,;"" mput kiosk 12, which is provided with a number of touch sensitive screens 14, at which passengers input ;. r., ,. -~;..,. identifying their flight number, class and group size in a marlner which will be described below.
~s The kiosk 12 then ~.. ,. -~;. ~11~y dispenses a voucher to the passenger, which is printed with a four digit voucher number (other numbers or digits can of course be used). In the case of a group of passengers who are travelling together, a smglevoucher is dispensed, printed with a single voucher number, so that the group ofpassengers passes through the check-in guidance system as a single entity. The voucher 30 is also printed with other useful ;~ ~ r~ l l . including the part of the ai~port to which the passenger should proceed in order to check m, and the earliest and latest times by which the passenger should arrive to check in.
The passenger i lfullL~Liull input kiosk l2 is also provided with an ;llr~
screen 16, which simply displays useful; c~ ;"" to passengers amd is not used for 3s ;..r~ input. The ;.,r.~ ..... screen 16 can display i~lu~liOllS for using thepassenger ;. ,r." ." -~i.", input kiosk 12, current ;, r- .., ~ .n.~ on flight delays and check-in times, and other useful iUliUlllloiiull.

wo gsl27949 ~ 1 ~3 7 7 ~ ~ pCT/AU95100210 Once the passenger has received a voucher from the kiosk 12, the passenger is directed from a waiting area 18 to one of the check-in points 2 by a display board 20 which is controlled by a central computer (not shown), and which is mounted at an elevated location so that it is visible to all passenge}s waiting in the waiting area 18.
5 Although only one waiting area 18 and one kiosk 12 are shown in Figure 1, in other ,ù.~ a number of waiting areas 18 can be present, each provided with one or more kiosks 12. In such a case, each waiting area is provided with at least one display band 20.
A portion of the display board 20 is shown in Figure 5. The first line 22 specifies the flight number. The ;" r, .. . - - ;. ." on the display board 20 is divided up according to flight number, so that passengers for a particular flight only have to look at a particular portion of the display board 20. The first Irne æ can be offset from the followmg; r, .. . - - ;., SQ that it stands out to passengers viewing the display board 20.
In addition, a number of different colours can be used for different ;. ,r. ,. " ~ ;. " . on the display board 20 in order to make the ;,.~'~" " -~;.,., easier to read The lines 24 of illfUiUl~iiVII ' " ' 'y below the first line 22 each specify a four digit voucher number followed be a two digit check-in point number. This ;llrl ll ll~ l directs a passenger or group of passengers having a particular voucher number to the check-rn point 2 having the number which is displayed alongside the ZO Cv~ vlldiu~ voucher number. The number identifying each check-in point 2 isdisplayed on a check-in point number identifier 26 located at each check-in point 2.
The remaining lines of infnrn~inn 28 each contain a voucher number followed by the word "NEXT". The purpose of these lines of u~VLlll~liiVn is to alert those passengers who are shortly to be directed to one of the check-in points 2.
The touch sensitive screens 14 of the kiosk 12 display various pages of ;"r... ,1,,,l;.l,. to passengers in order to obtarn the required ' The first page is shown in Figure 2. The passenger is required to touch one of boxes 30 in order to specify his flight number. The page shown in Figure 3 is then displayed to the passenger, and the passenger is required to touch one of the boxes 32 in order to specify 30 the class which he is travelling. Once he has done this, the page shown in Figure 4 is displayed, and the passenger is required to input the si~e of his group. If the passenger is travelling alone, he simply enters one.
In an alternative non-illustrated rll,l..~.i;.". l of the invention the passenger is required to input additional il~llllGLiv.l, for example ;,.r...., -~ identifying hrmself.
35 In a further alternative ~ , the passenger; F~ input kiosk 12 is provided with devices for readirlg bar codes or magnetic strips, thus allowing the ;"r.,..., -~;.", to be input quickly and easily without the need for the passenger to use a touch sensitive screen.

~ WO 95/27949 2 1 ~ 77 ~ PCT/AU95/00210 If additional il~'v~ iu, is required, the touch sensitive screen 14 can display an ~ ' ;I~ keyboard on part of the screen, as shown in Figure 11, and the passenger can type in the required il~V~ Liull by touching the key areas 31 on the screen 14. Prompts 33 and illrUIl~ liuu typed by the passenger appear on the upper part 5 of the screen 14.
All :.. r, ., .~- - ;. ". which is collected at the kiosk 12 is fed to the central computer which sorts the passengers into a priority sequence, and determines which passengers should be allowed to check in next.
Any .'Jlll.d~iOll displayed at the kiosk 12 can be displayed in a number of 0 alternative languages, as specified by the passengers usmg the kiosk 12.
The kiosk 12 is alsû provided with a coin and note validation (not shown) for collecting a departure tax from r"Cc~n~r~ The departure tax must be paid before a voucher is issued.
In an alternative "l .o~ of the invention the display board 2û displays the 15 surname ( or a portion of the surname) andlor the ticket number of each passenger, rather than a voucher number for each passenger. It will be d~ ' ' ' that, in such an ",l,~.l;,.. l the kiosk 12 need not dispense vouchers.
Figure 6 shows one of the check-in points 2 in operation. Each check-in point 2 is provided with an operatûr module 34, which is comnected to the central computer.
zo Each operator module 34 is provided with a number of buttons 36, and a display 38.
The operation of the operator module 34 will now be described.
The operator module 34 is provided with buttons which are labelled ON-DUTY, OFF-DUTY, PAGE, COMMENCE-SERVE, NO-SHOW, RETURN-TO-QUEUE, TRANSFER-FIRST, and TRANSFER-OTHERS (not specifically shown in Z5 Figure 6). Although the .."1,.-,1;"....: being described uses a number of separate buttons 36, it will be ~ UI~ ' that there are any number of other ~ .,.",,. .~ which would perform the same function. For example, the buttons 36 could be replaced by a computer keyboard and/or mûuse, and Lhe display 38 could be replaced by a cull~,lLiull~d computer VDU, or a touch sensitive VDU. Such an - ".""_." ,l is 30 plllLi~ul~ly suitable if the system is; ~i lr , , d using a Local Area Network.
The ON-DUTY button is used by the check-in point operator lû to indicate to the central computer that he is on duty, and that passengers may be drrected to the - check-in point 2 by the display board 2û under the control of the central computer.
Similarly, the check-in point operator 10 presses the OFF-DliTY button when he is 35 gomg off duty. The central computer then knows that no furLher passengers shûuld be directed tû that check-in point 2.
When the check-m point operator 10 wants the display board 2û to direct another passenger to hi,c check-in point 2 he actuates the PAGE button. It will be ~,ulc~;...-l that the check-in point operator 10 cam use the PAGE button to control the _ _ , . . .. . .. . . .... . . _ _ . . .

~ 1 87798 Iengfh of the queue at his check-in point 2, and to ensure that there are always at least some passengers waiting to be served at his check-in point 2. At the same time, the check-in point operator 10 is able to keep the size of his queue down to a minimum so as to avoid cr~n~i cfi~n and also to avoid frustration of r lcc,-n~.rc The COMMENCE-SER~E button is used by the check-in point operator 10 each time he begins to serve a new passenger or group of r~cc~r~rc The purpose of the COMMENCE-SERVE button is to keep the central computer informed of who is being served at amy given check-in pomt 2 at any given time, and to allow the central computer to generate statistics as has been described above.
o If a passenger has been paged but fails to show up at the check-in point 2, the operator 10 presses the NO-SHOW button in order to indicate this fact to the central computer. Tbe central computer can then decide when the passenger should be allowed to be repaged, as has been described above.
The RETURN-TO-QUEUE button allows the operator 10 to return the passenger who is currently being served to the waiting area 18 to await repaging. This might be necessary if the passenger has entered fhe wrong i~f ~ at the kiosk 12.For example, the passenger may have mdicated that he is travelling first class, when in fact he is travelling economy.
Under certain ~ the operator 10 may wish to transfer the passenger who is being served to another check-m point 2 which is being operated by a supervisor or a more senior check-m point operator 10. This would be the case if there is aproblem in the checking in of the passenger which requires to be dealt with by a more senior person. In such a case the operator 10 can press the TRANSFER-FIRST button, which informs the central computer that the fir t person in the queue, namely the person 2s who is currently being served by the operator 10, is to be transferred to another check-in point 2. The operator module 34 can mclude provision for allowing the operator 10 to specify where the passenger is to be transferred to.
Under other ~ the operator 10 may wish to transfer all of the passengers in the queue, except who is currently being served, to one or more other check-in points 2. This is done by pressing the TRANSFER-OTHERS button. An example of an instance where the TRANSFER-OTHERS button is used is when there isa problem with the checking of a passenger and the operator 10 foresees that theproblem may take some time to resolve.
As has been explained above, in the event of a crisis situation, such as the 3s failure of the luggage conveyor belt 6, the operator can press both the TRANSFER-FIRST and the TRANSFER-OTHERS buttons in order to transfer all of the passengersin his queue to one or more other check-in points 2. In such a case, the operator 10 would also press the OFE~-DUTY button so as to ensure that no further passengers are directed to his check-in point 2 until the crisis situation has been resolved.

2~ ~7798 _ W095/27949 PCTIAU95/00210 Figures 7 to 10 are schematic drawings showmg some examples of il~~ iun displayed on the display 38 of the operator module 34. Figure 7 shows the case where an operator 10 has just come on duty and has pressed the PAGE button. It will be seen that;, r, .. " ,- ~ relating to the passenger who has been paged is displayed on the lower 5 of two Imes 40 on the display 38. In the example, the central computer has decided to page a smgle passenger havmg voucher number 2523, who is travelling economy on flight number QFl01.
When the passenger having voucher number 2521 arrives at the check-in point 2, the operator 10 presses the COMMENCE-SERVE button and again presses the PAGE button. The display 38 then displays the ;,.f(l,. -'il... shown in Figure 8 in which the ;llrl)~ l relating to the first passenger moves up to the upper line of the display 38, and ;.. r"", - ;.-,. relating to the passenger who has been paged appears on the lower line. When the operator 10 has finished serving the passenger with voucher number 2523, he again presses the PAGE and COMMENCE-SERVE buttons, and the 5 i. ,rl",~;.,on the display 38 changes to that shown in Figure 9. In the example, the check-in operator 10 then ~ ; a problem with the checking in of the passenger having voucher number 3552, and decides that the problem is likely to take some time to resolve. The operator 10 therefore presses the TRANSFER-OTHERS button and thecomputer transfers the next group of two passengers (having voucher number 3567) to check-in point number 25. In such a case the display board 20 indicates that the two passengers having voucher number 3567 should proceed to check-rn pomt number 25.However, the check-in point number to which the passengers are bemg transferred is also displayed on the display 38 of the operator module 34, as shown in Figure 10, so that the two passengers who are being transferred can be told by the check-in point operator 10 where they are being transferred to, and do not have to rely entirely on the display board 20.
Although Figures 7 to 10 show a display 38 havmg only two lines 40, the display 38 can have any number of lines. Ideally, the display 38 has sufficient lines to display the details of all passengers who have been paged to that check-in point 2.
The check-in point number identifier 26 also comprises a computer controlled display which is controlled by the central computer to display the voucher numbers of all passengers who have been paged to the ~:UII~ )UIIdil~ check-m point 2 but not yet served The display is not shown in Figure 6 because it is located on the reverse side of the number identifier 26. The display performs the function of verifying to passengers who are arriving at the check-in point 2 that they have come to the correct check-in point 2 It will be a~ t~ that at all times the central computer controls the order m which passengers are checked in. The greatest prioriy is given to frst class F~ccrn~lqrc, followed by business, frequent flyer and economy passengers in that order.
, , _ _ _ . . ..

wo 9sl27949 2 ~ 8 7 7 9 8 p~lAU9~,002l0 The system avoids the need for dedicated f~rst amd business class check-in poimts 2, since any of the check-in points 2 can be used to check in any class of passenger.
I~UIIII~ 1IUIC, the central computer can allow late passengers to pass quickly through the check-in procedure in order to avoid missing their flights.
s Figure 1 also shows a sales centre 42 provided with a number of service poimts 44, each staffed by a service point operator 46. If a passenger is required to make an excess baggage payment, he is directed from the check-in point 2 to the sales centre 42 by the check-in point operator 10. The passenger is then served by one of the service point operators 46, who gives the passenger a boarding pass on payment of the excess baggage charge. The sales centre is provided with a second display board 48 which is controlled by the central computer, and operates in the same way as the display board 20 to direct each passenger to a particular service point 44, the service points 44 being identified by number identifiers 50. Again, the central computer gives priority to the passengers waiting at the sales centre 42 im accordance with their class, and also gives a higher priority to late F~cc~rlg~rc Other people, besides passengers requiring to make excess baggage payments, can use additional services provided by the sales centre 42 by obtaining a service voucher from a voucher dispenser 52 located in the sales centre 42. Each servicevoucher is printed with a voucher number which allows the person holdmg the service voucher to be directed to one of the service points 44 by the second display board 48.
The voucher dispenser 52 also comprises a touch sensitive screen 54 at which people can specify the particular service which they require from the sales centre 42. In the past, instances have arisen where a passenger requiring to make an excess baggage payment has missed a flight because a sales centre has had long queues of peoplerequiring various services. It will be A~)IJIC ' ~ that the present system overcomes such a problem and allows a late passenger to pay his excess baggage payment quickly even if there are a large number of other people waiting to use the sale centre 42. In addition, the central computer gives priority to passengers making excess baggage payments according to their class of travel.
30 Once again, any i.,r." II.AI;II.. displayed by the touch sensitive screen 54 of the voucher dispenser 52 can be displayed in a number of different languages as specified by the person using the touch sensitive screen 54.
The foregoing describes only one ~ .o~i;.,. -1 of the first aspect of the present invention, and ""~.l;ri. -l;,..,~, obvious to those skilled in the art, can be made thereto 35 without departing from the scope of the present invention.
One ~ of the second aspect of the invention will now be described by way of example only, with reference to Figure 12, which shows a queue " - -, c,... ,.. , system in operation.

W095/27949 ~ - 25 - PCr/~Us5/00210 The queue " IA ~ system 2 which will be described is for use by an UIL, ' '' which assists people to find .lu~lvy~ , and comprises ten automated service devices 4, three staffed service points 6, a display device 8 and a first r~ device lo. The queue ~ r,. ~ : system is set up m an office l l of the 5 ~ Ati~ll as shown in the drawmg.
Each client of the ul~tAluoAliull is issued with a personal j~l. - iril Ali~lll card on which the client's identity is recorded by means of a magnetic strip. On arriving at the office 11 of the Ul~ AiiUll, the client starts at an i~r~ board 12 on which the first i-l. ..: ir~ device 10 is mounted. The ~ board 12 is entitled "WHAT
TO DO", and displays written illollu~liullo on how to use the system. The client must first insert his personal i~ iri -l;-", card into the first i~ r~ device 10 in order to identify himself to the system. The frst i~i. ,;;ril -li.,.. device 10 is connected to a central computer (not shown) which controls the operation of the system and alsorecords statistical ;" r". ,., - i"" on the use of the system.
When the client inserts his personal j~r ~ card mto the frst .. iri~ _lir~-~ device 10, the first i~ iri~ device 10 determines the identity of the client, and informs the computer d~uldiul~ ly. The message is then displayed on a small screen 15 provided on the first i~l ;iri~ device 10 informing the client that he has been correctly identified, and asking the client to provide i~r~ lll on what service is 20 required. The client may then enter i~Cullll~A~iun, using a keypad 13 provided on the first i~1 ir~ dcvice, specifymg the service or services that he requires. For e~ample, the client may choose whether to use one of the automated service devices 4 or to go to one of the staffed service points 6.
Alt.,.l~li~.ly, the client may specify what r ~ he requires amd the 25 computer may decide whether the client needs to attend one of the staffed senice poimts 6 or whether the i~r~ ll that the client requires can be obtained from one of the automated service device 4.
In either case, the computer checks whether the client is authorised to use the requested service and informs the client d~ul~ y by means of i..rl.... -~i.... displayed 30 on the screen 15.
In a further, non-illustrated L -l)Oll -l -~1 of the queue .. ~ .... .. system 2, the first i~ ir~ device 10 is provided with a visual display urlit (VDU) for displaymg ill[Ollll-liiUII on how to use the system in a range of alternative languages, thus making the system readily accessible by people of different l. -~ " ~ . The VDU
35 can be provided with a touch sensitive screen for allowing the user to make selections and choices, and to request further i~r.~
Once the client has correctly identified himself amd made the relevant choices at the first i.l. ~iri- -l;l~l~ device lû usmg the keypad 13, and the computer has checked that the client is authorised to use the requested senice, the first i.l...liri, ,i.... device 10 . _ _ _ . . .. .

WO 9S/27949 ~;) 3 ~ PCT/~U9~/00210 dispenses a numbered ticket to the client, and the client takes a seat in the waiting area 14. The tickets can be provided with a bar code. The waiting area 14 contains a number of chairs 16 which face the display device 8 which is suspended from the ceiling of the office 11.
Alternatively, if the person is a new client who does not yet have a personal . .,; r ~ card, or an existing client who has lost his ' ~ card or whose ir. ~ ." card has expired, he presses a specified button on the keypad 13 which causes the computer to register the fact that the person needs to be issued with a personal ;rl. ..~;r -~i,.. card. The first ' L ~ device 10 then issues the person o with a ticket in the normal way, but the computer makes a note that that person should be directed, by the display device 8, to the one of the staffed service pomts 6 where he can be issued with a personal i.l. . ;r. -~;~. . card.
The;, ~ " ., . ~ displayed by the display device 8 is controlled by the computer, and is used to direct clients from the waiting area 14 to the automated service devices 4 and staffed service points 6, which are numbered using position markers 18.
As can be seen from the drawing, the display device 8 displays both the ticket number and the number of the .IAU~IU!JI position marker 18.
It will be seen from the drawing that some of the automated service devices 4 are mounted at standing height for use by clients while standing, and others are moumted at sitting height for use by clients while sitting in a chair or wheel chair.
All of the automated service devices 4 are connected to the computer, and the computer is thus aware of which automated service devices 4 are in use, amd which are available, at any given time. The computer is therefore able to direct clients to free service devices 4 as they become available.
2s EIowever, the computer need not necessarily direct clients to free service devices 4 im ~he same order in which the clients identified themselves at the first i.l. ..,ir. ~li,.,- device 10. For example, if a client indicated at the first j~l. .,lir. ~
device 10 that he was disabled and im a wheel chair, the computer can wait until one of the sitting height service devices 4 becomes available, rather than directing that client to 30 the first available standmg height service device 4. ru~L~ ul~ dlfferent service devices 4 can perform different, specialised functions, in which case the computer directs clients to the ~ ,lul service devices 4, rather than to the first available service devices 4.
Similar ..",~: l .,.li...l~ apply to the staffed service poimts 6. Each staffed 3s service point 6 is provided with a button (not shown) which is conmected to the computer, and wbich the staff member 20 operates when his service point 6 becomes free. The computer then decides which client to direct to the free service point 6.
Instead of using such buttons at the staffed service points 6, each staffed service point can be provided with a computer keyboard and/or mouse and computer VDU (not ... . . , . . ... . . _ _ _ . _ .

WO 95/27949 ~ ~ ~8 ~ PCT/AU95100210 shown), to enable tne staff member 20 to morlitor the operation of the queuing system and/or to feed ;. ~r~ ll l llA; il l" to the computer or computers contro~ling the sysoem. This is particularly d~)ll I ' ' if the system is controlled by, or LIl~Ulp~ ' a local Area Network. The staff members 20 can by use of a poimting device such as a mouse ors cursor keys or individual keys on the keyboard identify to the system that they wish to page a client or recall a client for further se~vice. In the case of paging, it~tially the staff member would move a cursor or pointer or press an A~ ' button and inform the system that that staff member 20 wishes to page a client to that particular position within the office or working ~.IVLlVL~ Llt. When the client or customer to be served arrives for service the respective serving staff member 20 would press a button dp~JLul ' to inform the system that a service is being c~.".... .~ c.1 At the end of such service the staffmember can press an d~lUIU~ ' ` button to identify the end of that service or the c..~ of anotber service or that tbey are leaving their position etc. By similar means, a staff member 20 can log on to the queuing system and log off 5 at the end of their duty time. Further, by this facility the serving staff members 20 can look into the recall registers of the system to establish individual clients' ticket numbers who require further onwards service. Sitnilarly, any staffmember can access the system statistics. Monitor screens using Lou~L~L~ technology with touch sensitive screens or similar devices that perform a similar role can also be employed. All of the 20 monitor screen can be devoted to the queue _ j~,c~" ,., ~;.-., whilst such facility is required being able to revert to other uses of the computer and the Local Area Network as dlJ~)lUU ' ' in i...~lV~IL' lg times e:g. during serving of an individual client where a client's personal records or otber ;~ r ~ ir-~l may need to be brought up on screen from an internal database from a Local Area Network fileserver or a linking 2~ through modem or other means to a mainframe located elsewhere. Alternatively, it is possible to devote a portion of the screen to queue operations whilst the balance of the screerl is used for normal offfice access to whatever i..r.,.... -:;r~ - might be maintained by the office in ~ ' with the queue , system or ;."lrl~r .,.1. ..lly of the queue .- . -~. .-. I system. A further variation of this A~0 is a, .-. . .l . . . -~ i. .l. of a separate keypad with onscreen i . .r~ .. . - ;.-. . m relation to the queue operations or the mversion of this ~ being if lr~ntifiqi~l~ keys on the Local Area Network computer or terminaL keyboard with ticket number displaysseparately provided by way of liquid crystal or light emitting diode displays etc located on or near or in view of the staff member 20 operating at that position. An advantage 3~ of these variations is the ability to enter client names or other ;~ r ~ i- l- such as the type of service that a particular clierlt has required or what documents are being lodged as part of a client's arrlirAAtir)n and how many documents are being lodged.
Each service device 4 is provided with a visual display unit ~VDU) Z2 for displaying i. r~" .. . -: i~... to the client. The client may interact with the service device 4 wo gs/27949 - 28 - ,~ ~ 7 ~7 ~ ~ PCTIAUgS/00210 by means of any suitable interface, including a touch sensitive screen, or a keyboard, or keypad. This provides marly advantages. For example, the i ~ . r. .. " -; -" displayed by the VDU 22 can be displayed in one of a large range of languages, at the request of the client, thus allowing the system to be used by people of rnany different ,,-l;.-,,~lil;., s without the need to employ specialist translators. Fu~ll..,.-llu~f, the VI)Us 22 can be used for a variety of purposes other than providing the client with requested liùll. For example, ~J~y~:llu.~Lri~, or literacy testing can be carried out using the VDUs æ.
An advantage of the system is that, because the computer is aware ûf the identity of the client, specific; "r." ."~';. ,. . relating to the client can be displayed by the service devices 4. For e~ample, the computer can control the senice device 4 to provide ;,~r... ~ ;n.~ on only those jobs which relate to specific ~ r- I;n..~ or are located in specific areas which are suitable for the particular client using the service device 4.
Each service device 4 is also provided with a respective second ;.l. - ;r. -1;--device 24 adapted to receive the personal ;.l...~irl -li.... card, or the bar coded ticket, of the client in order to check that the client trying to use the service device 4 has been directed to the senice device 4 by the display device 8. If a client goes to the wrong service device 4, the computer instructs the service device 4 to ask the client to proceed 20 to the correct service device 4, or to return to the waiting area 14.
Eacll service device 4 is also provided with a respective printing device (not shown) for providing the client with a hard copy of ;.\~ ....,-~i.~ ~ displayed on the VDU
2~, at the request of the client.
In an alternative, non-illustrated ...~ I~o~ of the queue l.~ system 25 2, the first if ~ ; r.. ^: ;. " . device 10 is provided with a coin and note validating device for accepting a payment from clients arriving at the i.. r.. -~;.,.. board 12. The amount charged for ~se of the service can be a flat fee, or can depend on the identity of the client. In the latter case, the client must first identify himself andlor specify the service required at the first i~l -;r. ~;.. device 10, and then he will then be informed by the 30 screen lS of the amoumt, if any, required.
The foregoing describes orlly one r.l.llOfl;.ll. .. of the second aspect of thepresent invention and .,.f~.l;ri. ~lif~ ~c, obvious to those skilled in the art, can be made thereto without departing from the scope of the present imvention.
An rll.l.o.l;.. l of the third aspect of the invention will now be described, by 35 way of example only, with reference to Figure 13 of the ~uCf~ lyillg drawings, which shows an automated VISA issuing device 2.
The issuing device 2 is provided with a passport insertion slot 4 into which a person wishing to obtain a VISA must insert his or her passport. Also provided on the 21 87~9~
wo gs/27949 PCT/AU95/00210 front of the issumg device 2 is a coin slot 6 for receiving coins, and a note validation slot 8 for receiving bank notes, which may be required if there is a fee attached to the issue of the VISA. Below those slots is a card slot 10 adapted to receive a bankirlg card, such as a credit card, or smart card, in order to provide an alternative form of payment.
At the top of the issuing device 2, there is provided a camera 12 for producmg an image of the applicant on a screen 14. Although only one camera 12 is shown, there may be a number of cameras, including for example stereo of multiple camera lenses.
Lights 16 are also provided for ill ' " 7 the face of the applicant.
Below the screen 14, there is provided a keyboard 18, which allows tne applicant to input the necessary; " r"., . - ;. .,~, for example in response to questions displayed on the screen 14. As an alternative to the keyboard 18, the screen 14 may be touch sensitive. Beside the keyboard 18 there is provided a signature device 20 for obtaining a signature from the applicant. The signature device 20 moves out a piece of paper or card 22 which the applicant is required to sign, and then retracts the paper or card 22 back into the issuing device 2 m order to prevent fraud. lt will be ~),UI~ ' ' ' that by requiring an original signature on the paper or card 22, the issuing device 2 avoids the possibility of an applicant presentmg an I ' d copy of some other persons signature to the issumg device 2 for ~,.irl~aliull.
The issuing device 2 carries out various checks im order to determine whether or not to issue the applicant with a VISA. In particular, the issuing device 2 compares the signature on the applicant's passport witb the signatnre of tbe applicant on the paper or card 22. The issumg device 2 also compares the image of the applicant's face obtained via the camera 12, and displayed on the screen 14, with an image of theapplicant stored in an ~I,U,UIUI ' ' database, or with an image of the applicant obtained from a ~ on the applicant's passport. It will be .I,U,UI~ ' ' that these procedures mvolve Cull~llLiu~l methods of digitising and comparmg i~ages using ~)I.IIUl '' software.
If the issuing device 2 determmes that the applicant is entitled to a VISA, the issumg device 2 either presents the applicant with a prmted u ~ .". or lly stamps, or applies a sticker to, the applicants passport. In the case of issuance of a prmoed ~ ;- , the applicant must take the printed ~ l to the relevant authorised officer in order to obtain a VISA. The issuing device 2 is linked to a central records facility by a local area net~vork, wide area network or modem as 3~ II,UIJIl, ' ' It will be ~!~/,UIG~.;dt~,d that this provides the ability to ~llfnm~fir~liy deoect certaim persons, such as known terrorists. Similar, if the issuing device 2 determines that fraud is likely, ~l,u~ulu,ul;at~ members of the VISA issuing ol~ Liùll may be alerted allfnm~firDlly, ... . , . . .. . _ . _ 2 ~ ~7q8 wo ss/27s4s PCr/AUsS100210 - 30 - _ It is also possible to use the issuing device 2 in a semi-automatic mamne}, in which images of the passport and of the applicant are i ' in real time to an officer ulld~,l ldLiulg ,UIII~ .UII. Voice . l " " " " ., ~ i. ", can be provided between the officer and the applicant, who may be located at separate locations in a building, or s even in separate coumtries.
The issuing device 2 can also perform the function of taking passport or similar,l,c upon payment of a fee In this case, the applicant or customer requirmg such a ~ "l-J~ has the U~JUliUlliLy to check his or her personal appearance and presented view by observing the image on the screen 14 before activating the cameras o digitised storage ability by the pressing of a button or key as d,U,UlU,U ' Alternatively, there may be two separate cameras, one being the electronic imaging camera 12 which provides an image on the screen 14 (which can be a Cull~ iull~l cathode ray display or a liquid crystal display), and the other being a camera which exposes cull~ iull~l film in order to provide the customer with prints. In such a case, the respective lenses are 15 preferably placed '~, adjacent each other irl order to obtain the closest l~ullr~;ll ~1l.l. ..~ t of views. Alternatively, the lenses can be co-located via mirrors, or accept incident light reflected from the subject through a single lense. For example, a twm lense reflex ~ can be used to enhance the image definition, personal ~rr~r~nr~ andlor clarity means can be provided to allow the customer to adjust the zo brightness of the facial ill-lm~ fi~m device and/or the direction or directions from which light from the ;ll., ,:. - ;., device illuminates tbe subject's face.
The issuing device 2 can also be provided with a hand-print profile recording device which records, measures and compares the shape and size of a hand.
Additionally or al.~,ll~iiv~,ly, a finger print ':""'l' ;~ ~ device or other means of 25 comparing physical attributes of a VISA applicant with i"r(...,.~;.". contained in their passpQrt Qr othçr reGor~, can also be prQYidçd.
Onç ~"-1.~l;"l. .,l of thç fourth aspect of the invention will now be described by way of example only, with reference to Figure 14, which shows a queue l .. ~ " ;~.. , system in operation.
The queue, . -, . ~ , system 2 which will be described is for use by an UIL, ' '' which assists people to fmd ~ul,ulu~ ll, and comprises ten automated seryice devices 4, three staffed service points 6, a display device 8, a first ;.i. .. ;; I ;. ~- ;. ."
device 10, and a mlllfilin~l~l instruction display device 10a. The queue " ........... ~, .".
system is set up m an office 11 of the ~ ,. ~". ., ~ ;. ", as shown rn the drawing.
Each client of the Ul~ liUII is issued with a personal ;~l ,1;1; -l;~................. ~ card on which the client's identity is recorded by means of a magnetic strip. On arriving at the office ll of the l ..,~ -- --" the client starts at an ;~C~-l l-l ~;l-.l board l2 0n which the first ;.1. .1~ ... device 10 and ""~ "l instruction display device 10a are wo95/27949 2 3 ~ 7~ PCT/AU95/00210 mounted. The i,-r~ board 12 is entitled "WHAT TO DO", and displays brief written i~LIuuLiul~ in different languages directing the user to the first irl~ ..I;ri. ~
device 10 and the ~ li- c,- l instruction display device 10a. The client must first insert his personal i ~ iri ~ , card into the first i ~ iri- a i-ll` device 10 in order to 5 identify himself to the system. The first irl- ir~ lll device 10 is connected to a central computer (not shown) which controls the operation of the system and alsorecords statistical i~r~ ll on the use of the system.
When the client inserts his personal illF- ~ir~ ll card into the frrst i.1~ ."iri~ device 10, the first i-l. ..~ir~ device 10 determines the identity of the client, and informs the computer accu~ ly . The message is then displayed on a small screen 15 provided on the frrst ' - device 10 informing the client that he has been correctly identified, amd asking the client to provide i~r~ lll on what senice is required. The client may then enter r '' , using a keypad 13 provided on the first i-l- lir~ ir~ - device, specifymg the senice or services that he requires. For s example, the client may choose whether to use one of the automated service devices 4 or to go to one of the staffed senice points 6.
Alternatively, the client may specify what i.-r"-, li~lll he requires and the computer may decide whether the client needs to attend one of the staffed senice points 6 or whether the ;"r " ~ - that the client requires can be obtairled from one of the 20 automated service devices 4.
In either case, the computer checks whether the client is authorised to use the requested senice and informs the client a.-,ul~i~ly by means of i-if~ displayed on the screen 15.
The ~ 1l;1 L" 1 instruction display device 10a is located beside the frrst 25 i-l- .~iri~ -:i--.- device 10, and is provided with a visual display unit (VDU) for displaying il,rU~ Liull on how to use the system in a range of alternative languages, thus making the system readily accessible by people of different T` ~tirt-~liti~5 The VDU is provided with a touch sensitive screen 15a for allowing the user to make selections and choices, and to request further i,.r....- ~i.",. For example, the user can specify in which 30 language i. ,r.." 'i. . is to be displayed on the touch sensitive screen. The touch sensitive screen can be of amy suitable type, and can, for exarnple, operate by means of the il~ U~,Liul. of crossmg infrared beams located just above the surface of the screen.
In a further, non-illustrated - ' - ' of the mvention, the frrst iri. ..liri-- ~;,...
device 10 and the ~ v~ l instruction display device 10a are combined to form a- 35 single unit, so that use of the ,.. ,llili."" -~ instruction display device 10a is conditional on the user first identifying himself. In this case, the small screen 15 and keypad 13 C4n be replaced by the touch sensitive screen 15a.
Once the client has correctly iderttified himself and made the relevant choices at the frst ;.l - ;r~ device 10 using the keypad 13, or the touch sensitive screen 15a . ~

2 1 ~779~

as the case may be, and the computer has checked that the client is authorised to use the requested service, the first i-l~nrifi~ tinn device 10 dispenses a numbered ticket to the client, and the client takes a seat in the waiting area 14. The tickets can be provided with a bar code. The waiting area 14 contains a number of chairs 16, which face the 5 display device 8 which is suspended from the ceiling of the offfice 11.
Alternatively, if the person is a new client who does not yet have a personal i ri. ~ card, or an existing client who has lost his i 1~ .: i r~ i. .., card or whose i.l~ .,liri. -li.." card has expired, he presses a specified button on the keypad 13 (or touch sensitive screen 15a) which causes the computer to register the fact that the person tO needs to be issued with a personal ;-l~ :;r~ card~ The first i.i. ~"ir~ i.,.. device 10 then issues the person with a ticket m the normal way, hut the computer makes a note that that person should be directed, by the display device 8, to the one .of the staffed service points 6 where he can, for example, be issued with a personal i~ ,liri. ~;....
card Alterrlatively, the person can be directed by the display device 8 to one of the 5 automated service devices 4~ It will be ~ ` ' that the first i~l iri. ,..i..,. device 10 can therefore be regarded, in a general sense, as an arrival device which must be operated by a person before using the system. That is to say, m the case of a person who does not have an i~ iri -l;.,., card the person is still directed by the display device 8, even though the person has not been identified~ In addition, it should be ~J~/IC~ ,d zo that a member of staff could be provided to operate the arrival device on behalf of clients wishing to use the system~
The i., r.... -- i.." displayed by the display device 8 is corltrolled by the computer, and is used to direct clients from the waiting area 14 to the automated service devices 4 and staffed service points 6, which are numbered using position markers 18 As can be seen from the drawmg, the display device 8 displays both the ticket number and the number of the ~ ` position marker 18~
It will be seen from the drawmg that some of the automated service devices 4 are mounted at standing height for use by clients while standimg, amd others are mounted at sitting height for use by clients while sitting in a chair or wheel chair.
All of the automated service devices 4 are commected to the computer, and the computer is thus aware of which automated service devices 4 are im use, and which are available, at any given time. The computer is therefore able to direct clients to free service devices 4 as they become available However, the computer need not necessarily direct clients to free service devices 4 in the same order m which the clients identified themselves at the first ;.l~ ..liri. -li.... device 10. For example, if a client indicated at the first i~ iri. -li.~,~
device 10 that he was disabled and in a wheel chair, the computer can wait until one of the sittmg height service devices 4 becomes available, rather than directing that client to the first available standing height service device 4 rulLh~.".~l~, different service ~ WO 95/27949 2 ~ ~ 7 7 ~ ~ PCTIAU9S/00210 devices 4 can perform different, specialised functions, m which case the computer directs clients to the a~ u. service devices 4, rather than to the first available service devices 4.
Similar . ~...~i l~ .,-l;....~ apply to the staffed service points 6. Each staffed s service point 6 is provided with a button which is conmected to the computer, and which the staff member 20 operates when his service point 6 becomes free. The computerthen decides which client to direct to the free service point 6. As described above, such buttons can be replaced by a computer keyboard and/or mouse, and a computer VDU,which can be touch sensitive. This is ~lLi~,ul~lly ~)IU. ' if a Local Area Network o is used, as described above.
Each service device 4 is provided with a visual display unit (VDU) 22 for displaying illl'Ulln~liiUI~ to the client. The client may interact with the service device 4 by means of any suitable interface, including a touch sensitive screen, or a keyboard, or keypad. This provides many advantages. For example, the ...r.,..., ~ , displayed by 5 the VDU 22 can be displayed in one of a large range of languages, at the request of the client, thus allowing the system to be used by people of many different n ~inn~litirc without the need to employ specialist translators. r.l~Lh~,.lllul~, the VDUs æ can be used for a variety of purposes other than providmg the client with requested i, -r ,- , - -: ;- -, - For example, I~y~llu~ Llil, or literacy testing can be carried out using the 20 VDUs 22.
An advantage of the system is that, because the computer is aware of the identity of the client, specific ;., r. " " - ~ ;. ", relating to the client can be displayed by the service devices 4. For example, the computer can control the service device 4 toprovide ;.-r ,- -,. - ;.,., on only those jobs which relate to specific ~ lifir~tion5 or are 2s located in specifc areas which are suitable for the particular client using the service device 4.
Each service device 4 is also provided with a respective second ~ ;r;. -~;..n device 24 adapted to receive the personal i-l. :;r; -1;.. - card, or the bar coded ticket, of the client in order to check that the client trymg to use the service device 4 has been 30 directed to the service device 4 by the display device 8. If a client goes to the wrong service device 4, the computer mstructs the service device 4 to ask the client to proceed to the correct service device 4, or to return to the waiting area 14.
Each service device 4 is also provided with a respective printimg device (not shown) for providmg the client with a hard copy of ;.,r." ..,~li.,.. displayed on the VDU
35 22, or other ;., F~ . . ".1 ;i . ., at the request of the client.
In an alternative, non-illustrated ~ l,ù~ of the queue ~ ...l~ .l system 2, the first j 11 . .l;ri. l ;.,. . device 10 is provided with a coin and note validating device for accepting a payment from clients arriving at the i r " ~ board 12. The amount charged for use of the service can be a flat fee, or can depend on the identity of the .... ... . ., . _ . , .. , , .. , . .. _, , .. _ . ,, ,, . _ , . , ~1 ~77q8O 95127949 - PCT/A1195100210 client or the service required. In tbe latter case, the client must first identify himselfand/or specify the service required at the first i.l~ ..I;Ii. -1;.... device 10, and then he will then be informed by the screen 15 of the amount, if any, required.
The foregoing describes only one ....1..~.1;...~ ..1 of the fourth aspect of thes present inver2tion and ,..,..1;1~;. -1;....~, obvious to those skilled in the art, can be made thereto without departing from the scope of the present invention.
For example, the queue I~ I..g~ -.` '11 system can comprise only staffed servicepoints 6, amd no automated service devices 4 Any of the queue ..- -...L,.... .~ systems described herein can be used to control access into a private or d.~ ;v~ office or interview room or similar secure Vilulllll.,lll through a two door "Man Trap" or similar access device.
Many offices, ~lii~,UI~ in embassies and other ~ ill have a two door sequential access facility with an airlock in between the two doors such that a person can be provided with access from a public area through the first door into the 5 airlock. When this first door is closed a further door cam be opened to allow onwards progress by the person being admitted to the secure area. However, this facilityprevents ....- ,1l.... ;~,.1 people following the person through a single door to perhaps enter without d~ll.... ;~ li....
The queue ~ invention provides additional and very special features to the existimg concept of "man trap" type two door sequential access paths.
The outer door being the nearest one to the public area, say a waiting room or similar ~IIVil UIIIII~ , can be equipped as part of the queue I l l~ .1 system such that when a client's ticket number is being paged it may be paged to the "man trap" security access passage.
Such door to the public access area may be equipped with a number identifier or similar device which may be visual, aural or both to guide a person to service at that door. For the currency of the paging time span or some other controllable time frame selectable in the controls for the queue --,- . ~L,.. .2 system such door would be 2irs211y unlocked to allow the person or persons passage through the first door into the air lock.
When the outer door is closed behind the person or persons entering the airlock, the staff member on the secure side of the secondary door can press a release button to allow the visitors or clients to pass through the second door into the secure area.
Normally, such inner door t2as security glass so that a staff member on the secure side can see or observe the incorning clients. However, such facility may be ;...1,l1 ..- -1~.l by closed circuit television or other means, such as one-way gla$s.

~ WO gsn7949 2 ~ ~ 17 f ~ PCTIAU9S/00210 Alternatively, the secondary door can be actuated by the staff member pressing the serve button as part of hhe queue ~ system to identify that the correct client is being taken into the secure area for interview or other~vise as _,UUIU,Uli..'~,.
The normally fitted security glass in the secondary entrance door facilitates a 5 client showing their ticket number through the glass before the staff member presses the serving button or actuating the door lock release by other means to allow passage into the secure area by the incoming client or clients.
As a further variahion, the client can have in hand a ticket issued by the queueII.AIIA~ .llf 1l system with bar-code to provide access by identifying that particular ticket o at the entrance door as further .. 'i", -'i.. at the secondary door before passage would be allowed into the secure area. Other means, such as smart-card or magnetic encoded cards, could be similarly employed.
F ula~ lhùlc, in any of the queue ,, systems described herein, instead of wires or other conductors being used in the i..,~ of the queue s . . . ~,. . ,. . .l system, the various necessary devices within the queue . . . ~ - ~Af,. . ' ~ ~I system can .. ", ,.t,. with each other via infM-red or other radiation such as lasers etc, or via radio ~ on discreet frequencies in the local ~IVilUl~ lL. Al~lllaiiv~ly, such devices may ~ as part of a cohesive queue ~ .f,. . 1l system by il.ll~l. .,.~llli.,~ additive or subtractive voltage signals ~u~lhll~,oscd upon the natural sine-20 wave wave form of the reticulated electricity supply within an office such that the devices could readily plug m to the nearest geneMI power outlet (power point) and apply and retrieve their various signals from the electricity supply cabling. In the case of infra-red or similar ~ the benefit in the use of this technology in a system would be hhe avoidance of complex cable runs to convey the signals through difficult to z5 get at structure or portions of a building. The significant benefits provided by radio a6aiiou and reception witbin a particular office or similar ellvi u- u~lll are the complete freedom within that space where the signals can be l,. - --;l. ~ and/or received not requiring any cabling to link the various necessary ~ together as part of the system and also the freedom for particular officers or staff members to carry with 30 them their particular operational control units that, with other r.r,",l"",. ~ y within the overall system.
An clllb~dil~ l of the fifth aspect of the mvention will now be described, by way of example only, with reference to Figure 15 of the dC~u~ uyil~g dMwings.
Figure 15 shows three adjacent staffed service points 6a, 6b and 6c which are 3s provided with a queue " ,s~, ..-. .-l system for directing clients to à~J~IUI~li,. ~ staffed ser~fice points at ~ Jlu~ ~ times in any of the maumers described above. Each service point 6 is provided with a respective desk 8a, 8b, 8c opeMted by a respective staff member (not shown).
.

wo ss/27949 - 36 - 2 ~ ~ ~7 ~CT~AU95~002l0 SerYice point 6a is provided with a paging device Cu~ ;llg a control unit lûa and a display unit 12a provided with a display 14a. The control unit lOa is used by the staff member to page clients, and to send other relevant ;~r~ '~1;(111 to a computer controlling the queue IIIA~ 1 system. The display 14a displays the ticket number5 of the next client tû the staff member.
The control unit lOa and display unit 12a are connected to the rest of the queueL~ .1 system by a cable 16a, the upper portiûn of which is supported within a guide conduit 18a. The display unit 12a is supported at the lower end 20a of the guide conduit 18a. The cable 16a, a portion 22a of which may be coiled, and a pûrtion 24a of which may be enclosed within a flexible outer sheath 26a, connects the display unit 12a with the control lOa.
The display unit 12a is rotatably mounted to the guide conduit 12a so as to be able to swivel about a vertical axis to suit the position of the staff member operatmg the senice point 6a. In addition, the guide conduit 18a is formed from upper and lower s parts 28a and 30a IC~ ,ly, which are ~ lly connected together to form adjustable friction joint 32a which allows the height of the display unit to be adjusted.
A bracket 34a connects the upper part 22a of the guide conduit 18a to the sealing 36 above the senice points 6a, 6b and 6c. The upper part 28a of the guide conduit 18a extends through the sealing 36a, and it feed at its upper end by wires 38 which combine 20 to form the cable 16a.
The second service point 6b is provided with a paging device 9b which combines a control unit lOb with a display 14b. The paging device 9b is comnected by a cable 16b to the wires 38 above the sealing 36, without the aid of a guide conduit.
However, a guide conduit can be used to guide the upper part of the cable 16b, in the 25 mammer described in relation to the first service point 6a.
The third senice point 6c is provided with a paging device 9c which illCUI~/~ ' a control unit lOc and a display 14c.
The paging device 9c is rotatably mounted at the lower end 20c of a guide conduit 18c, in the manner described in relation to the first senice point 6a. The guide 30 conduit 18c is again ~ l - ulJ:, lly adjustable, and also supports a number of identifier 14 which identifies the third senice point 6c to users of the system. In this example, the third service point 6c is senice point number 3, as indicated by the number identifier 40.
Ellll,~,lilll.,.lt~ of the sixth aspect of the invention will now be described, by 35 way of example only, with reference to the: . J illg drawings, in which:
Figures 16 to 18 show three u~c~,...ive screens used in a method of literacy and Figure 19 shows a client ~ system ill ul,uul~Lillg the assessment method.
The literacy assessment method is capable of bemg carried out on an ordinary personal computer having a touch sensitiYe screen 50, shown in Figures 16 to 18. The s touch sensitive screen may be of any type, including a type using a crossing beams of cl~L u"~ ,;,, radiation located just above the surface of the screen.
The screen 50 is controlled by the computer to present a person to be tested with a series of questions, examples of which are shown in Figures 16 to 18. When the first question has been answered by pressing one of the regions 52, labelled Yes and No, the screen 50 displays the next question, shown in Figure 17, and so on for subsequent questions. The system also has the capability to deterrnine what questions are ;~ ly asked on the basis of answers given to previous questions. In this way, the answers given to questions can determine what "path" the client followsthrough a branching network of questions.
The computer records not only the answers given to each question, but also the time taken by the person to answer each question. This provides useful additional i"r." " . -~ i. ,.. which can be used m an analysis of the anSwers given carried out by the computer. rulL~I~L.Ilulc, if the person fails to answer a question within a given ~l~d~; ' time period, the screen SO: "~/ moves on to the next question.
20 The ~ul~ ".;,-~ ~1 time interval for each question can be adjusted in a~l~uldd~ with, for example, the difficulty of each question.
In a further (non-illustrated) ~llll,l " t, some or all of the questions, together with tbeir associated answers, are displayed '~/ on the screen 50, and the person is allowed to answer the questions in the order which he chooses. In this case, it 2s will be d~ ' ' that the order in which the person chooses to answer the questions may also provide valuable additional ;"c~ . which can be included in tbe analysis carried out by the computer. For example, it can be expected that difficult questions would often be attempted last, and the order in which the questions are attempted is, therefore, likely to give some indication of the order of difficulty which the person fnds 30 with the questions.
r~lh~l-l.o-~, in the case of both the serial method and the Cim-llt~nf ollc method described above, the computer is adapted to stop the test in the event of an answer being - given to a question which is i,. ".~ with an answer already given to a different question. Thus, in the exemplary questions shown in Figures 16 to 18, if the person 3s answered no to the first question, namely, "Have you been employed before?", and ly gave the answer "Over 3 years ago" to the third question, namely "When did you last work?", the computer would stop the test. That is because, having established that the person may have a literacy problem, it would be u~ to ask further questions.
_ _ . ... .. . . . .. _ . . .

wo 95/27949 2 1 8 7 7 9 8 PCT/AUg5/00210 -38- ~--It has been found that people with literacy p}oblems will often answer questionsof the type shown in Figures 16 to 18 by simply selecting, for example, the top button for eYery question, or some other button, such as the middle button or bottom button.
The answers to the questions are therefore arranged in such a way that anyone adopting 5 such an approach will necessarily give ;..~ . ..; answers. Thus, for example, if the person selects the bottom button (No) on the first question, and then also selects the bottom button (Part Time) on the second question an ;" ~ ' y will arise which suggests that the person may have a literacy problem. Similarly, an i..~ .... y will arise if the person selecOE the top button for each of the frst two questions.
o It will also be noticed from Figures 16 to 18 that each question is provided with a different number of answers. Thus, for example, it is impossible for a person to simply choose the centre button for each question, since, in the examples given,questions l and 3 have no centre button. This feature also helps to overcome theproblem of people of poor literacy simply selecting the same button for each question~
A further aspect of the invention will now be described, by way of example only, with reference to Figure 19, which shows a client IIIAI C,.. ~1 system in operation. In this exemplary ~ r~ , &e client . -l ~;............. .l system is in the form of a queue " ,_ . ~s c,.... ,.. ,l system 2.
The queue I I ~A I ~. .C,. . .1. . ~1 system 2 which will be described is for use by an U16~111ia~liUII which assisOE people to find CIII,UIU.y t, and comprises ten automated service devices 4, three staffed service pomOE 6, a display device 8 and a fIrsti,l.."iri. -1;.... device 10. The queue IIIA.~..~;...1..~1 system is set up in an office 11 of the ul6alf,D~.liull as shown in the drawing.
Each client of the Ul~, '- is issued with a personal ;.l. ..liril -l;--.- card on 25 which the client's identity is recorded by means of a magnetic strip. On arriving at the of fice 11 of the ul~;~uliao.iiull, the client starts at an ;, c~ AI ;1 l l board 12 on which the first i.l.. I;r~ ;.. - device 10 is mounted. The i.~r.. -~i.. board 12 is entitled "WHAT
TO DO", and displays written hlalluuliulla on how to use the system. The client must firs~ insert his personal i~ ;r~ card into the first i l :iri. -:;..,. device 10 in order 30 to identify himself to the system. The frst i l .l ;r~ device 10 is comnected to a central computer (not shown) which controls the operation of the system and alsorecords statistical i..r... n. ';.... on the use of the system.
When the client inserOE his personal i.l. :iri- Al;~lll card into the frst ;.l. .,l;ri. -~;.,.. device 10, the first ;.l. .,liri. ~i,... device 10 determmes the identity of the 35 client, and informs the comFuter l~,Luldi~61y. The message is then displayed on a touch sensitive screen 15 provided on the first ;,l, .I;ri, l;.. device 10 informing the client that he has been correctly identified, and asking the client to provide i.. r.. ~;.. on what service is required. The client may then enter; r - ~ , by lu.l~.l;ul6/yl~ ,iulg the touch sensitive screen 15, specifying the service or services that he requires. For 2~ 8779~
wo ss/27s4s Pc~lAlAu9sloo2lo exâmple, the client may choose whether to use one of the automated service devices 4 or to go to one of the staffed service points 6.
AP,~llla.i~ ~ly, the client may specify what i, .r. ~ 1 " ;1111 he requires and the computer mây decide whether the client needs to âttend one of the staffed service points 5 6 or whether the; 1 l r. ,... - ;. ,., thât the client requires can be obtained from one of the automated service device 4.
In eitber case, the computer checks whether the client is âuthorised to use the requested service ând informs the client â~ul~ ly by means of illrUllllaliUII displâyed on the screen 15.
The screen 15 is controlled by the computer to ask the client â series of questions of the type described aboYe with reference to Figures 18 to 16 in order to detect whether the client may have a literacy problem. It will be _yyl~ ' that, because the questions relate to the service which is being provided, the client will not necessary be aware that his literacy is being assessed by the system. If the computer 15 detects, on the bâsis of the answers provided by the client, that the client may have a literacy problem, the computer makes note that the client shûuld be directed to a particular staffed service point 6. .AI''-- 'lS, or ~ ali~ly, the member of staff operating the staffed service pomt 6 to which the client is directed can be informed by the computer that the client may have a literacy problem. The member of staff can, for 20 example, be informed by means of ;,.r..l . -~ displayed on a VDU located at the staffed service point 6, or by means of ' prmted on the ticket issued to the client. Itwillbea,uyl. 'thatthis;...C...,.-~;....isofparticular . La,l~inhelpingthe client to find an ~yylul form of ~I.lyluylll~lll. Thus, all of the principles described âbove with reference to Figures 16 to 18 cam be applied to the operation of 25 screen lS, so that screen 15 can, in effect, operate as an assessment device.In a further, non-illustrated ~.lllbUllilll~.ll~ of the queue .. - .~;~.... .l system 2, the first i.l...~iri ~;.... device 10 is provided with a visual display unit (VDU) for displaying ;..r.... - ;.." on how to use the system in a r~mge of alternative languages, thus making the system readily accessible by people of different ~ The VDU
30 can be provided with a touch sensitive screen for allowing the user to make selections and choices, and to request further ;~f --~
Once the client has correctly identified himself and made the relevant choices atthe first i.l...liri. -li.... device 10 using the touch sensitive screen 15, and/or a keypad 13, and the computer has checked that the client is authorised to use the requested service, - 35 the first i.l.. l;ri. -~;.. device 10 dispenses a numbered ticket to the client, and the client takes a seat in the waiting area 14. The tickets can be provided with a bar code. The waiting area 14 contains a number of chairs 16 which face the display device 8 which is suspended from the ceiling of the office 11.
,, , , _ . . .. .. . . ..... _ . . .

wo gs/27949 40~ 7 ~ ~ PCTIAU95/00210 Alternatively, if the person is a new client who does not yet haYe a personal ;.1. ..~ i ri. -I ;. card, or an existing client who has lost his ' ~ card or whose ill. .,;ri. -1;. . card has expfred, he presses a specified button on the keypad 13 or the touch sensitive screen 15 which causes the computer to register the fact that the person s needs to be issued with a personal i~i~ . I;r~ ;... card. The frst i.i. . ~;r~ .. device 10 then issues the person with a ticket in the normal way, but the computer makes a note that that person should be directed, by the display device 8, to the one of the staffed service points 6 where he can be issued with a personal ;~ iri. ~i..,. card.
The ;., F~ displayed by the display device 8 is controlled by the computer, and is used to direct clients from the waiting area 14 to the automated service devices 4 and staffed service points 6, which are numbered using position markers 18.
As can be seen from the drawing, the display device 8 displays both the ticket number and the number of the 4~ ul position marker 18.
It will be seen from the drawing that some of the automated service devices 4 5 are mounted at standing height for use by clients while standmg, and others are mounted at sitting height for use by clients while sitting in a chair or wheel chair.
All of the automated service devices 4 are comnected to the computer, and the computer is thus aware of which automated service devices 4 are in use, and which are available, at any given time. The computer is therefore able to direct clients to free 20 service devices 4 as they become available.
However, the computer need not necessarily direct clients to free senice devices 4 in the same order in which the clients identified themselves at the first i.l~ ..~ir; -li... device 10. For example, if a client indicated at the first i.l. ..,iri. 1;. .
device 10 that he was disabled amd in a wheel chair, the computer can wait until one of 2s the sitting height service devices 4 becomes available, rather th m directing that client to the first available standimg height service device 4. r~.~Lll~ lul~;~ different service devices 4 can perform different, specialised functions, in which case the computer directs clients to the alJ~Iu~ ' ' service devices 4, rather than to the first available service devices 4.
Similar ~.... - l. .,-~;.l.l~ apply to the staffed service points 6. Each staffed service poimt 6 is provided with a button which is comnected to the computer, and which the staff member 20 operates when his service pûint 6 becomes free. The computerthen decides which client to direct to the free service point 6. As described above, such buttons can be replaced by a computer keyboard amd/or mouse, and a computer VDU,3s which can be touch sensitive. This is ~uLi~.ul~ly ~ IU~I ' ' if a Local Area Network is used, as described above.
Each service device 4 is provided with a visual display unit (VDU) 22 for displaying ;..ru~ 'i.... to the client. The client may interact with the service device 4 by means of a~y suitable interface, including a touch sensitive screen, or a keyboard, or .

2 ~ 87798 WO 95127949 - 41 - PCI/AU9~/00210 keypad. This provides many ad~ ~ For example, the infi rn~ir)n displayed by the VDU 22 can be displayed in one of a large range of languages, at the request of the client, thus allowing the system to be used by people of many different . -~;.".~
without the need to employ specialist translators. r~ h~ lul~, the VDUs 22 can be s used for a variety of purposes other than providing the client with requested illrUllll~liiUII. In particular, p~,llulll.lli~, literacy and/or other testing cam be carried out - using the VDUs 22. Any ûr all of the principles and features described above in relation to Figures 16 to 18 can be used in any testing which is carried out at the service devices 4.
An advantage of the system is that, because the computer is aware of the iderltity of the client, specific i.. r.. - i.", relating to the client can be displayed by the service devices 4. For example, the computer can control the service device 4 toprovide i . . r. " . . . - ;-., . on only those jobs which relate to specific ~ ; r~ or are located in specific areas which are suitable for the particular client using the service 5 device 4.
Each service device 4 is also provided with a respective second i~l~"liri, ,;""
device 24 adapted to receive the personal ;~. ~ i ri- -~ ;. ., . card, or the bar coded ticket, of the client m order to check that the client trying to use the senice device 4 has been directed to the service device 4 by the display device 8. If a client goes to the wrong 20 service device 4, the computer instlucts the service device 4 to ask the client to proceed to the correct service device 4, or to return to the waitmg area 14.
Each service device 4 is also provided with a respective printing device (not shown) for providing the client with a hard copy of ;, ~ ;. ., . displayed on the VDU
22, at the request of the client.
2s In an alternative, non-illustrated ~ ' of the queue .. ~.. ~,. ,.. l system 2, the first i,l. .~iri, -~i.. device 10 is provided with a coin and note validating device for acceptmg a payrnent from clients arriving at the r " board 12. The amount charged for use of the service can be a flat fee, or can depend on the identity of the clier~t. In the latter case, the client must frrst identify himself and/or specify the service 30 required at the first i 1 ..liri. -l;-,~. device 10, and then he will then be informed by the screen 15 of the amount, if any, required.
The foregoing describes or~y preferred, ...I.~.li..,. ,~ of the sixth aspect of the present invention and ~ -~ li ri~ :; , C obvious to those skilled m the art, can be made thereto without departing from the scope of the present invention.

Claims (76)

- 42 -

1. A check-in guidance system for guiding passengers who are checking in to a transport service in an environment having a passenger waiting area and a plurality of check-in points operated by check-in point operators, the check-in guidance system comprising:
passenger information input means at which passengers who wish to check in to the transport service register their arrival, and input information relating to their travel requirements;
display means for displaying information to passengers waiting in said waiting area;
a plurality of operator information input means, each located at a respective check-in point, at which check-in point operators input information relating to the checking in of passengers; and computing means for sorting passengers who have input information into said passenger information input means into a priority sequence according to the order in which they should be checked in, and for controlling, in response to informationreceived from the passenger information input means and the operator information input means, the information displayed on the display means so as to direct passengers from the waiting area to the check-in points in accordance with said priority sequence.

2. A check-in guidance system as claimed m Claim 1, wherein each operator information input means comprises a respective paging means which, on actuation by the corresponding check-in point operator, causes the next passenger in said priority sequence to be directed by the display means from the waiting area to the corresponding check-in point.

3. A check-in guidance system as claimed in Claim 1 or 2, wherein each operator information input means comprises commence-serve means which, when actuated by the check-in point operator, informs the computing means that the check-in point operator is beginning to serve the next passenger, so that the computing means knows who is being served at any given check-in point at any given time.

4. A check-in guidance system as claimed in any preceding claim, wherein each operator information input means comprises no-show means which, when actuated by the check-in point operator, informs the computing means that a passenger who has been directed to the check-in point by the display means has failed to show at the check-in point, so that the computing means can decide whether, and if so when, to allow the passenger to be repaged.

5. A check-in guidance system as claimed in any preceding claim, wherein each operator information input means comprises on-duty means which, when actuated by the check-in point operator, informs the computing means that the check-in point is operational and can have passengers directed to it by the display means.

6. A check-in guidance system as claimed in any preceding claim, wherein the operator information input means comprises return-to-queue means which, when actuated by the check-in point operator, informs the computing means that the passenger who is currently being served at that check-in point is to be returned to the waiting area to await repaging.

7. A check-in guidance system as claimed in any preceding claim, wherein the operator information input means comprises first transfer-request means which, when actuated by the check-in point operator, informs the computing means that all passengers at that check-in point other than the passenger currently being served are to be transferred to one or more other check-in points.

8. A check-in guidance system as claimed in any preceding claim, wherein the operator information input means comprises second transfer-request means which, when actuated by the check-in point operator, informs the computing means that the passenger who is currently being served is to be transferred to another check-in point.

9. A check-m guidance system as claimed in any preceding claim, wherein the operator information input means comprises operator display means which displays information to the check-in point operator under the control of the computing means.

10. A check-in guidance system as claimed in any preceding claim, wherein the operator display means displays information which informs the check-in point operator which passengers, if any, have been paged but not yet served.

11. A check-in guidance system as claimed in any preceding claim, wherein the passenger information input means comprises a machine reading device for machine reading information from media provided by passengers.

12. A check-in guidance system as claimed in any preceding claim, wherein the passenger information input means is provided with a touch sensitive screen for allowing passengers to input information.

13. A check-in guidance system as claimed in Claim 12, wherein the touch sensitive screen displays a plurality of areas, each area labelled with a respective letter of the alphabet, and the required information is input by touching each area in turn, the letter corresponding to each area being displayed on the screen each time the corresponding area is touched so that the user can view the information being entered.

14. A check-in guidance system as claimed in any preceding claim, wherein the passenger information input means comprises a voucher dispenser for dispensing vouchers to passengers, each voucher bearing one or more identifying letters and/or numbers which can be displayed by the display means to guide passengers to the correct check-in points.

15. A check-in guidance system as claimed in Claim 14, wherein the vouchers dispensed by the voucher dispenser are provided with additional information to assist passengers through the check-in guidance system.

16. A check-in guidance system as claimed in any preceding claim, wherein the passenger information input means is adapted to receive and validate money from passengers, and to dispense a voucher only if a required fee is paid.

17. A check-in guidance system as claimed in any preceding claim, wherein said environment is provided with separate service points at which excess baggage payments are collected, and the check-in guidance system further comprises second display means for displaying information, under the control of the computing means, to direct each passenger who is waiting to make an excess baggage payment to a specified one of the service points, in an order determined by the computing means.

18, A check-in guidance system as claimed in Claim 17, wherein the service points provide other services in addition to collecting excess baggage payments, and the check-in guidance system further comprises a service point voucher dispenser for dispensing vouchers to people who wish to use a service point but do not require to make an excess baggage payment, each voucher bearing one or more identifying numbers and/or letters which can be displayed by the second display means to guide people to the service points.

19. A check-in guidance system as claimed in any preceding claim, which further comprises service information input means to allow people to specify the service they require, or the nature of their enquiry.

20. A touch sensitive screen for allowing a user to input information into a computing means, the touch sensitive screen being divided into a number of regions, and each region displaying a respective letter of the alphabet so that actuation of any one of said regions by the user causes the letter associated with that region to be displayed at another location on the touch sensitive screen.

21. A touch sensitive screen as claimed in Claim 20, which serves as a multilingual keyboard, wherein, after the user has specified the language required, the number of regions on the touch sensitive screen change if the required alphabet has a different number of letters.

22. A queue management system comprising:
a service device for providing people with information, the service device comprising at least a screen for displaying information to users of the service device;
an authorisation device for determining whether people who wish to use the service device are authorised to use the service device;
a waiting area in which people wait after identifying themselves at the first identification device;

display means for displaying information to people waiting in the waiting area;
and computing means for controlling, in response to information received from at least the authorisation device and the service device, the information displayed on the display means so as to direct only those people who are authorised to use the service device sequentially from the waiting area to the service device, in an order determined by the computing means, so that the service device is used by people from the waiting area one after the other.

23. A queue management system as claimed in Claim 22, wherein the authorisation device comprises a first identification device for identifying people who wish to use the service device in order to determine whether they are authorised to use the service device.

24. A queue management system as claimed in Claim 22 or 23, wherein the authorisation device comprises a payment device for accepting a payment frompeople wishing to use the service device, and said determination of whether said people are authorised to use the service device depends on whether or not a required payment is made.

25. A queue management system as claimed in any one of Claims 22 to 24, which further comprises a second identification device at the location of the service device for identifying people who wish to use the service device, and allowing use of the service device by only those people who have been directed to the service device by the display means.

26. A queue management system as claimed in any one of Claims 22 to 25, which further includes a staffed service point operated by a member of staff, wherein the display means displays information to direct people from the waiting area to the service point, in accordance with instructions sent to the display means by the computing means.

27. A queue management system as claimed in Claim 26, wherein the computing means decides, on the basis of the identity of each person as determined by the first identification device, where each person should be directed by the display means.

28. A queue management system as claimed in any one of Claims 22 to 27, wherein there is more than one service device, and each service device is provided with a respective second identification device.

29. A queue management system as claimed in any one of Claims 22 to 28, wherein the authorisation device is provided with input means for allowing the user to specify which of a range of services is required, and the computing means decides where to direct the person on the basis of the choice that person has made at the input means.

30. A queue management system as claimed in any one of Claims 22 to 29, which further comprises a ticket dispenser for dispensing tickets to people who are determined by the authorisation device to be authorised people, the tickets bearing one or more identifying numbers or letters, and the display means being adapted to display said identifying numbers or letters in order to direct such authorised people to a service device or service point.

31. A queue management system as claimed in Claim 30, when dependent directly or indirectly on Claim 25, wherein the ticket dispenser dispenses tickets which are provided with bar codes, and the or each second identification device is provided with a bar code reading device for reading the bar codes on the tickets when the tickets are presented to the second identification device, in order to allow use of the or each service device by only those people who have been directed to the service device by the display means.

32. An automatic visa issuing device, comprising applicant information input means at which an applicant for a visa inputs information relating to the applicant's request for the visa; computing means for storing and processing theinformation input by the applicant; and visa issuing means for issuing the visa to the applicant if the computing means determines that the applicant is entitled to the visa.

33. An automatic visa issuing device as claimed in Claim 32, wherein the visa issuing means comprises an automatic stamping device for stamping the applicant's passport with a stamp representing the visa.

34. An automatic visa issuing device as claimed in Claim 32 or 33, wherein the visa issuing means comprises a sticker dispensing device for dispensing a visa sticker to the applicant, which can be stuck in the applicant's passport

35. An automatic visa issuing device as claimed in any one of Claims 32 to 34, wherein the applicant information input means comprises a display screen fordisplaying general information to the applicant, prompting the applicant for required information and/or displaying information input by the applicant.

36. An automatic visa issuing device as claimed Claim 35, which further comprises a camera, and the display screen is adapted to display an image of theapplicant produced by the camera.

37. An automatic visa issuing device as claimed in Claim 35 or 36, wherein the screen is a touch sensitive screen of the type claimed in Claim 20 or 21.

38. An automatic visa issuing device as claimed in any one of Claims 32 to 37, wherein the automatic visa issuing device further comprises payment means for accepting a payment from the applicant before issuing a visa, the issuance of the visa being dependent on the payment made.

39. An automatic visa issuing device as claimed in any one of Claims 32 to 38, which further comprises a passport reading device for reading information from the applicant's passport before issuing a visa, the issuance of the visa being dependent on the information read.

40. An automatic visa issuing device as claimed in any one of Claims 32 to 39, which further comprises image recording means for recording an image of the applicant, and providing the computing means with a digitised image of the applicant, wherein the computer means compares the digitised image with a digitised image of the owner of the passport presented to the passport reading device, and determines whether the applicant is the true owner of the passport.

41. A queue management system comprising:
a service point for providing people with information;
an arrival device which people who wish to use the service point are required to operate on arrival at the system;
a multilingual instruction display device, comprising at least a screen and being located at or near the arrival device, for displaying information on how to use the system in a plurality of languages;
display means for displaying information to people waiting in the waiting area;
and computing means for controlling, in response to information received from at least the arrival device and the service point, the information displayed on the display means so as to direct people who have operated the arrival device sequentially to the service point, in an order determined by the computing means, so that the service point is used by people one after the other.

42. A queue management system as claimed in Claim 41, which further comprises a waiting area in which people wait after operating the arrival device, and wherein the display means directs people sequentially from the waiting area to the service point.

43. A queue system as claimed in Claim 41 or 42, wherein the arrival device comprises an authorisation device for determining whether people who wish to use the service point are authorised to use the service point.

44. A queue management system as claimed in any one of Claims 41 to 43, wherein, the multilingual instruction display device comprises a touch sensitive screen, or a screen with buttons arranged alongside it, to enable users to make choices or enter information in response to information displayed by the screen.

45. A queue management system as claimed in any one of Claims 41 to 44, wherein the authorisation device comprises a first identification device foridentifying people who wish to use the service point in order to determine whether they are authorised to use the service device.

46. A queue management system as claimed in any one of Claims 41 to 45, wherein the authorisation device comprises a payment device for accepting a payment from people wishing to use the service point, and said determination of whether said people are authorised to use the service point depends on whether or not a required payment is made.

47. A queue management system as claimed in any one of Claims 41 to 46, which further comprises a second identification device at the location of the service point for identifying people who wish to use the service point, and allowing use of the service point by only those people who have been directed to the service point by the display means.

48. A queue management system as claimed in any one of Claims 41 to 47, wherein the service point is a staffed service point operated by a member of staff.

49. A queue management system as claimed in any one of Claims 41 to 47, wherein the service point is a service device comprising at least a screen for displaying information to users of the service device.

50. A queue management system as claimed in Claim 49, wherein the service device is connected to, and controlled by, the computing means.

51. A queue management system as claimed in any one of Claims 41 to 47, which comprises both a staffed service point and a service device.

52. A queue management system as claimed in Claim 51, wherein the computing means decides, on the basis of the identity of each person as determined by the first identification device, where each person should be directed by the display means.

53. A queue management system as claimed in any one of Claims 41 to 52, in which there is more than one service device, and more than one staffed service point, and in which the computer means decides, on the basis of the identity of each person as determined by the first identification device, to which service device or staffed service point each person should be directed by the display means.

54. A queue management system as claimed in Claim 53, wherein the authorisation device is provided with input means for allowing the user to specify which of a range of services is required, and the computing means decides where to direct the person on the basis of the choice that person has made at the input means.

55. A queue management system as claimed in Claim 54, wherein the input means is provided by the multilingual instruction display device.

56. A queue management system as claimed in any one of Claims 41 to 55, wherein the arrival device is provided with a ticket dispenser for dispensing tickets to people operating the arrival device, the tickets bearing one or more identifying numbers or letters, and the display means is adapted to display said identifying numbers and/or letters in order to direct people using the queue management system.

57. A queue management system as claimed in Claim 56, wherein the ticket dispenser is adapted to disperse tickets only to people who are determined by the authorisation device to be authorised people.

58. A queue management system as claimed in Claim 56 or 57, wherein the ticket dispenser dispenses tickets which are provided with bar codes, and the second identification device is provided with a bar code reading device for reading the bar codes on the tickets when the tickets are presented to the second identification device, in order to allow use of the service point by only those people who have been directed to the service point by the display means.

59. A paging device for use in a queue management system having a number of service points for providing people with a service, each service point being operated by a staff member, the paging device comprising:
a paging unit, the operation of which by a staff member causes the next user of the system to be paged to that staff member;
at least one cable connecting the paging unit to a computer controlling the queue management system; and guide means for guiding at least a portion of said cable from a ceiling above the paging unit to the paging unit, the guide means being provided with ceiling attachment means for attaching an upper portion thereof to said ceiling.

60. A paging device as claimed in Claim 59, which further comprises a display for displaying information to the staff member operating the paging unit.

61. A paging device as claimed in Claim 59 or 60, where at least a part of the paging unit is supported at the lower end of the guide means.

62. A paging device as claimed in Claim 61, wherein the paging unit, or part thereof, supported at the lower end of the guide means is rotatably mounted to the guide means to allow its orientation to be adjusted to suite the staff member operating the paging unit.

63. A paging device as claimed in any one of Claims 59 to 62, wherein the guide means is of adjustable length to allow the paging unit, or part thereof, at the lower end of the guide means to be adjusted in height.

64. A paging device as claimed in any one of Claims 59 to 63, which further comprises a number identifier supported by the guide means for identifying the number of the staffed service point at which the paging device is located.

65. A method of assessing the ability of a person in a particular field, comprising displaying a plurality of questions on a screen controlled by computing means, recording the responses of the person to said questions, and using the computing means to carry out an analysis of said responses.

66. A method as claimed in Claim 65, wherein the questions are displayed serially and the method further includes measuring the time taken by the person to answer each question.

67. A method as claimed in Claim 66, which further includes the step of automatically moving on to the next question if the person has not responded to a question within a predetermined time interval.

68. A method as claimed in Claim 67, wherein different predetermined time intervals are used for different questions.

69. A method as claimed in Claim any one of Claims 65 to 68, wherein the questions are displayed more than one at a time, and the computing means includes, as a factor in said analysis, the order in which the person chooses to answer the questions.

70. A method as claimed in any one of Claims 65 to 69, which further includes the step of stopping the test if an answer is given to a question which is inconsistent with an answer already given to a previous question.

71. An assessment device adapted to carry out the method of any one of Claims 65 to 70, comprising computing means, a screen for displaying the questions, and input means for enabling the person to input responses to the questions.

72. An assessment device as claimed in Claim 71, wherein the screen and input means are combined in the form of a touch sensitive screen.

73. A client management system comprising one or more service points for providing clients with a service, and an assessment device as claimed in Claim 71 or 72, which people wishing to use a service point are required to operate before proceeding to the service point, wherein the client management system further comprises communication means for communicating at least some of the results of said analysis to the service point.

74. A client management system comprising a plurality of service points for providing clients with a service, and an assessment device as claimed in Claim 71 or 72, which people wishing to use a service point are required to operate before proceeding to the service point, wherein clients, after having operated the assessment device are required to proceed to one of the service points, in dependence on the results of said analysis.

75. A client management system comprising an automated service device for providing clients with a service, the service device being adapted to also operate as an assessment device s claimed in Claim 71 or 72, and a queuing system for directing people wishing to use the service device to the service device one after the other.

76. A client management system as claimed in Claim 75, wherein the service device is adapted to carry out literacy and/or psychometric testing using a method as claimed in any one of Claims 65 to 70.