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Queue Management in Government
Steps
Staff can easily manage appointment slots. Visitors are able to see available slots and select their preferred service time. The appointment module can be integrated effortlessly into various tools.
Send status updates and location-specific information via texts (SMS) or an app-like mobile website and encourage visitors to take action. To collect useful data, ask them to fill out a digital form while waiting.
After service, consultants can log which services were provided. All service times are tracked for later analysis.
Staff can easily manage appointment slots. Visitors are able to see available slots and select their preferred service time. The appointment module can be integrated effortlessly into various tools.
In the self-service terminal, a visitor selects from the list of departments and specifies the reason of visit. A visitor then receives a printed ticket with a number on it. It is also possible to come with appointment.
Send status updates and location-specific information via texts (SMS) or an app-like mobile website and encourage visitors to take action. To collect useful data, ask them to fill out a digital form while waiting.
When a consultant is ready, the information screen shows when it’s time for a visitor to come to a desk.
After service, consultants can log which services were provided. All service times are tracked for later analysis.
Visitors are asked to give post-service feedback. Gathered data and statistics can be used for reporting and continuous visitor journey improvement.
Benefits
Reduced administrative costs
The point of service can manage its capacities and visitor flow, which leads to smaller administrative costs and reduced stress for the employees.
Departments grouping
Group complex departments, provide decision trees, and simplify check-in at self-service terminals.
Improved visitor experience
Boost experience with real-time updates via SMS, email, or app-like mobile interface.
Online digital forms
Before the visit or while waiting, visitors can fill out digital forms. These dynamically generated forms are an easy way to get valuable data.
Informational terminals
To display useful information to visitors, large information screens can be set up in various areas.
Omni-channel communication
Appointments can be booked and managed via multiple channels.
Data collection
Captured data can be sent to the data warehouse.
Visitor navigation
Instructions are delivered by multiple communication channels, ensuring easier visitor navigation in the building.
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