Digital Customer Flow Management System for Public Administration – Graubünden Road Traffic Office

Digital Customer Flow Management System for Public Administration

How the Graubünden Road Traffic Office manages visitor flows efficiently, securely and with a citizen-centric approach using Qsome

The demands placed on public administrations continue to grow: citizens expect digital services, short waiting times and transparent processes, while authorities must simultaneously ensure legal compliance, efficiency and security. The Graubünden Road Traffic Office addresses these challenges through the implementation of Qsome, a comprehensive customer flow management system consisting of intelligent hardware and a scalable SaaS platform.

Initial Situation: The Need for Future-Proof Visitor Management

When replacing its existing system (Qmatic), the Graubünden Road Traffic Office pursued clear strategic objectives:

• Modernisation of visitor management through a future-proof digital customer flow management system
• Service orientation and citizen focus while maintaining high process quality and legal compliance
• Consistent digitalisation to enable services to be handled independently of location and time

As a cantonal authority with several departments and a high visitor volume, it was clear that the organisation needed more than a standalone solution. The goal was an integrated queue and visitor management system that is flexible, scalable and easy to administer.

Qsome provides a holistic platform for managing visitor flows – from arrival to service completion. At the Graubünden Road Traffic Office, a comprehensive range of features was implemented:

Overview of Implemented Features

• Self-service terminals at the main and side entrances
• Digital ticketing with QR codes and smartphone support
• Central customer information display in the waiting area
• Individual email & SMS notifications
• Broadcasting function for important announcements across all display channels
• Service catalogues & decision trees, flexibly managed by the customer
• MyTurn Mobile App with real-time waiting information
• Reporting & Analytics for data-driven optimisation
• Back-office screens with a transparent queue overview

This combination of self-service, omnichannel communication and real-time data creates a seamless visitor experience – for both citizens and employees.

Benefits for Administration, Employees and Citizens

Increased Efficiency and Reduced Workload for Employees

Clear visitor guidance, transparent queues and digital pre-information optimise internal processes and reduce the workload of front-desk staff.

Improved Citizen Satisfaction

Thanks to QR code ticketing, SMS notifications and mobile real-time information, visitors always know when it is their turn – eliminating unnecessary waiting times and uncertainty.

Security & Legal Compliance

A structured visitor flow contributes to on-site safety and supports the correct and traceable handling of all administrative procedures.

Scalability & Future-Proofing

As a SaaS solution, Qsome can be expanded, adapted and integrated into existing digital strategies at any time – a decisive advantage for public organisations.

Conclusion: Qsome as a Strategic Building Block of Digital Government

With Qsome, the Graubünden Road Traffic Office has implemented a modern, high-performance customer flow management system that goes far beyond traditional queue management. The solution combines digitalisation, service quality and efficiency and demonstrates how visitor management in public administration should be designed today.

For organisations seeking a scalable, digital and citizen-oriented visitor management solution, Qsome is a future-proof partner.

Customer Testimonial

“Thanks to Qsome’s customer flow management system, we can manage customer flows in the waiting areas of the Road Traffic Office in a targeted manner and respond flexibly to different needs. This reduces the workload of our employees and noticeably improves the visitor experience for our customers. Qsome makes a significant contribution to the digital modernisation of our office and serves as a management tool for the continuous optimisation of our processes.”
– Daniel Joos, Head of Services and Finance, Graubünden Road Traffic Office