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Published April 4, 2023

Government Digital Transformation: Implementation of Queue Management System

The Government of UAE and other local governments are proactively adopting to digital technologies and modern solution in fact the government’s vision is to completely eliminate the paper and go fully digital. For that the government of UAE and local governments have taken several initiatives, and established a framework for all government offices, ministries, and departments. The digital transformation is one of the several revolutionary steps taken by the UAE government to improve the service quality and increase the access to the ordinary citizens.

We all knows that the government offices, ministries and departments are the busiest places with large footfall. The higher volume of visitors not only cause problems for the visitors but also for the staff. Therefore a solution is required to streamline the footfall and customer flow. The queue management system is a great tool to organize and manage the customer flow and customer experience, it also help reducing the workload of the employees and enhance their performance.

The UAE government and local governments also emphasizes on delivering excellent customer experience. The public also demand quality service and quicker delivery which put digital transformation at the top of the agenda for UAE and all local governments. The government departments and offices want to provide excellent customer services, comforting waiting experience and higher customer satisfaction. The large footfall is not the only problem, some offices and departments are also short on staff, some have multiple shifts and some have other limitations which are causing issues with adopting to modern queuing methods.

However, a digital queue management system can be game changer, it can streamline customer flow, organize the queuing process and it can minimize the waiting time while improving customer waiting experience and employee performance at the same time. In this blog we will discuss how a queue management system can significantly enhance government’s digital transformation.

Implementation of Queue Management System

A queue management system is a digital solution based on software and hardware components. A standard queue management system consist of a core software application which is usually hosted on servers or cloud. There are dedicated user dashboards for different user groups such as service agents, administration, branch managers, etc. The customers/citizen interact with the system through a self-service interactive kiosk which also dispense the tickets. There is an audio-visual announcement system which is used to make multi-lingual announcements. A regular queue management system can significantly improve customer experience and it can also help improving employee efficiency which also impact the customer happiness.

The queue management system also offers centralized administration and management features. Which allow the head office to monitor and control all connected branches. The branch managers and local administration can have their own localized access, but the head office can access the entire network. Such features are great to support the internal workflows and processes of a government department, ministry or office.

Benefits of Implementing a Queue Management System

The queue management system is a digital solution which is capable of integrating with other systems and tools to maximize the customer experience and performance of the queuing process. The centralized administration and management also enable queue management system to integrate with other systems and databases which is helpful in offering innovative features to enhance the customer experience and to improve the administrative capabilities of the management. The queue management system also help government offices and department to integrate modern communication channel and tools to allow customers and visitors to sign-up using multiple channels which make the process simple.

The queue management system automatically manages the customer flow and customer journey, which help reducing the customer wait time and it also significantly improve the customer flow. The digital queue management system also capture valuable data and provide management with insight and better understanding of customer behavior and trends which help them improve their internal processes and take steps to maximize the efficiency of the queuing process.

Here are the key benefits of implementing a digital queue management system:

Reduce Customer Wait Time: The customer wait time is one of the most crucial factor in customer journey, the queue management system streamline everything, and automatically handle the customer flow which help maximizing the efficiency and reduce the customer waiting time. It also help improving the employee performance by allowing them to focus only at their primary tasks, which improves their happiness.
Streamline Customer Flow: The government offices and departments always have large customer flow, during peak hours it become difficult to effectively manage the queues. However, with the queue management system everyone is issued with a ticket hence everyone knows when their turn came, and people also don’t rush to enter in random queues, instead people prefer to wait in waiting area which help organizing the queuing process.
Online Appointment Booking: The modern queue management system allow businesses to integrate online appointment booking module and offer customers easy-access to booking portal. The portal is integrated so the customers can also view additional information which help them to choose the right time, date and service. A planned visit help reducing customers’ frustration and it also enable customers to arrive just before their booked slot and get instant service.
Enable Virtual Queuing: The virtual queuing is one of the most modern queue management method, it allow customers and visitors to utilize multiple remote channel to sign-up for the queue, such as online, booking portal, website, mobile applications, SMS, email, WhatsApp, etc. The customers are not required to physically present in the waiting lines, instead they get live queuing information on their preferred channels and are free to arrive only when their turn came.
Improve Communication: A queue management system offers various integrated channels to enhance communication. When customers arrive at a government office they need information the same information can be provided using the digital signage screens, remote channels such as Email, SMS, mobile apps, online portals, etc. The communication is a key to customer satisfaction, providing them relevant information can significantly improve their experience and happiness.
Centralized Administration: The centralized administration is great for government departments and ministries as such institutions have multiple branches and offices so the centralized administration keep every branch aligned and allow the head office to monitor and control every connected branch in real-time. The queue management system also support internal processes, administrative hierarchies and workflows which significantly improves administration.
Improve Employee Performance: The employee performance is effected by large footfall, poorly organized waiting lines, unbalanced workload and problems inherent by manual queuing. The queue management system on the other hand not only eliminates all problems but also help reducing the workload of the employees as well. Employees get support with their tasks, they can focus on their primary tasks without any interruption which improves their performance.

The digital queue management system is a great tool for digital transformation of the government departments, offices and customer service centers. The queue management system not only help improving the customer journey but it also help maximizing the overall performance of the entire branch and help reducing the operational cost. Thanks to smart AI based software algorithms which enable queue management system to process data in real-time and take decisions.

All the features of a queue management system maximize the employee efficiency, help management to effectively utilize resources and reduce the need of several additional staff which results in serious cost-reduction and help optimizing the operational cost. The smooth experience, excellent quality service and innovative features of the modern queue management system help improving the image and perception of the government entity and in fact the entire government.

Conclusion

The government offices and departments are places where people have to visit for essential services, most of the time we found these places crowded. The large footfall is common, on top of that the peak hours and in some cases peak days could bring huge influx. Such scenario cause problems for both the customers and the employees. That is why the queue management system is an ultimate answer to all those problems, in fact it is a great tool to support government’s digital transformation policy. The UAE government and the local government all are stressing on importance of happy customer experience and quality of service. The queue management system help them achieve their goals and also help them reduce their operational cost by leveraging the digitalization and automation which reduce staff’s workload and improve the customer flow. Overall the customer journey is reduced, their experience is enhanced and the staff performance also improved as they can easily focus on their primary tasks instead of solving queuing problems and answering to unhappy customers in the waiting lines.

In this blog we have discussed the benefits of a modern queue management system, if you want to learn more about it or if you want our help to implement a modern cost-effective queue management system at your government office or at your business, please feel free to contact us through our Contact Us page or leave comment in the comment box below and we will get in touch with you soon.

Published April 28, 2021

Impacts of Queue Management System on Employee’s KPIs

Employees KPIs (key performance indicators) are used to assess and evaluate the performance of an employee. Some of the KPIs are set only for individual employees to assess their performance so that the organization can take accurate decisions about the employee such as salary and packages, transfer, training programs, bonuses, increments, promotions and termination. A queue management system is a great aid to the customer service and support agents. It helps to streamline the customer flow and reduce the workload of the staff. This results in overall improved efficiency and productivity of the entire branch.

These days queue management systems are most widely used in Dubai, UAE. No matter how big or small your facility is if you are welcoming customers and visitors then you should have a digital queuing solution to manage the customer flow. The queue management system also reduces the wait time and improve service delivery time and quality which is great in improving customer experience and customer journey. A good customer journey improves customer satisfaction which helps business in customer retention and building up their brand image.

If we talk about the Performance Management System or even the Employee Performance Management and customer service KPIs a queue management system have a very positive impact on employee’s performance and KPIs. As the queue management system automates the various process and significantly reduce the workload of the server or agent, the efficiency and productivity automatically get increased for each individual employee.

The main reason why business stress so much about employee performance is because it can directly impact the customer experience and customer journey and the brand reputation is a direct consequence of how a brand treats its customers. This is why having a great customer journey and experience can portray a positive image of the brand and vice versa. Here are some important KPIs that could directly get impacted by the queue management system:

Average Customer Served

This is the very basic KPI for any customer service or support agent. This indicator measures the quantity of the customers served by any agent on daily basis. This is very important for a business to assess the productivity of their employees and the entire brand or department. Without a queue management system, this factor remains low, as the agent and server are also focusing on managing the queues along with the other staff. Once a queue management system is in place, it automatically manages the customer flow and customer routes, the queuing system significantly reduces the wait time of the customers and visitors, which means that more customer is available for each employee/agent.

The queue management system also reduces the workload of the employees which makes it easier for each employee to be able to serve more customers. The queue management system can significantly improve this KPI for any employee.

Customer Experience Indicators

Customer experience indicators are not a single KPI but it is a group of a lot many KPIs which monitor and measure a lot of inputs. Without a queue management system, the customers might not be much happy, as they would have to wait in long unorganized queues to reach the counter, once they reach there they are already emotionally stressed out, they could easily get annoyed with the employees which result in poor customer experience and it also reflects in employees KPIs. With a queue management system in place, the customer journey is mostly controlled and managed from it.

This not only reduces the wait time but the queue management systems are also capable of improving customer’s waiting experience by providing real-time queuing updates, announcements, and in some cases multimedia content too. These all things keep the customers engaged and relaxed, when a customer arrives at the counter, they are in a calm state of mind which help the employees to serve them better hence the customers get a good experience and the employees KPIs also reflect that.

Average Service Delivery Time

This indicator is used to determine the average serving time of an employee. As the customer experience is very important and any delay in service delivery could impact that, which indirectly impact the overall performance of the employee as well. With the help of a queue management system, the employees’ tasks and workload can be reduced. Which let them finish the process more quickly. Above all the integration and automation provided by a queue management system also plays a vital role in quicker service delivery time. Which is a direct performance indicator for employees.

The queue management system provides an agent portal or dashboard which provide comprehensive controls and links it with the other systems and tools. This further reduces the service delivery time. For example whenever a customer is arriving the employee needs to fill in some data from the customer, which can be fetched automatically from the customer database by enabling data synchronizations, and other methods, the same works for the internal ERP or Customer Support Software.

The queue management system can authenticate the customer using any unique identifier at the time of sign-up for example Emirates ID and fetch the data from the customer database and push it to the ERP or Customer Support Dashboard so when a customer reach the counter the data is already filled. Such features and a lot many other features can significantly reduce the service delivery time. Which also reflects in the employee’s performance indicators.

See More: How Queue Management System Helps to Provide Better Customer Service

Average After-Service Work Time

Most of the time when the customer got served the agent has to do some work such as filling in forms, or submitting data or updating anything in the systems. Sometimes it could take up to 5 minutes which cause a delay of 5 minutes in the next customer call. This time is known as ‘average after-service work time’. Without a queue management system, these times are added up in the waiting time of the next customer which not only reduces the number of ‘average customers served’ by an employee in a day but also impacts the customer experience.

If we calculate the total after-service work as an average of 3 minutes for a customer and the entire service delivery time as 10 minutes then at the end of the day the average after-service work time is one-third of the total active service delivery time. Which is huge. A queue management system with its capabilities of automation and data synchronization can reduce this time to a few seconds or it can completely eliminate this factor.

This not only improves the customer experience but also increases the average number of served customers by a single employee. This also helps during the employee performance assessment and it can boost the employee performance.

See More: How Performance Management System helps in Customer Journey improvement?

Customer Happiness Response

That is another great indicator to assess the employee’s performance. The customer happiness response and customer surveys are always a good source of vital business intelligence data. Customer feedback help organizations to understand their needs, demands and expectations from the brand. Basically, a customer happiness meter or customer rating scale is a great indicator to assess employee’s behavior towards the customers and visitors. Mostly queue management systems have a built-in customer happiness scale or customer feedback module.

The interface is very simple, it is 3 or 5 smileys or a rating scale from zero up to ten. In order to encourage more customers to submit their feedback, the happiness meters are built for the simplest interaction. All a customer has to do is touch on the small tablet, or kiosk screen to rate their experience. The queue management system can automatically fetch all the required customer data and information. As when a customer is at the counter only then they will be able to access this touch screen so the whoever customer was being served at the time of feedback submission can be easily identified.

This is a great way to assess employee’s behavior with the customers using a queue management system. If an employee is very good with the customers they will be compelled to leave a positive response and if an employee is not so good or failed to satisfy the customers most of such customer will leave negative feedback on the happiness meter.

See More: Employee Performance Management is a small part of Performance Management System

Employee’s Average Active Time

Employee’s average active time is a very important indicator for an organization. The organization can assess the output and productivity of an employee on the basis of this indicator. A queue management system can feed very accurate data for such KPIs. The queue management system can log the time interval between one customer served and the second customer call. Which will be the inactive time of the employee. Like I mentioned earlier this time could be consumed by the after-service work activities but those activities are already defined and the time required for such activities can easily be measured.

Therefore any time more than that of which is consumed for after-service work will be considered and recorded as an inactive time of the employee. This time is very important as it will later contribute in the overall assessments of the employee to determine how productive they are, and how much they are costing to organizations and how much they are returning or generating for the organization. Not only that this data can also be fetched into other indicators.

For example, if your organization have a capacity of deal 10 customers simultaneously or has 10 counters, in the waiting area there are 40 customers and for each service delivery the maximum time is 15 minutes, ideally all the customers should be served by one hour, but if one or two of the counters are inactive for 15 minutes each then all 40 customers will take more time than the expectations.

This not only impacts the customer experience but it also impacts the overall performance of the organization or this particular branch. Hence the KPIs should be set to identify which employees are causing this and only they should be held responsible for that and not the entire branch.

See More : Importance of KPIs to Improve Employee Performance in Dubai

Conclusion

A queue management system is a very powerful corporate tool, it helps businesses and organizations to improve their customer’s experience and brand reputation. The employee’s KPIs are used to assess and review the performance of the employees as well as their contribution in achieving the overall organizational goals and objectives. A queue management system can provide crucial data and inputs for various KPIs which can help to assess the performance of the employee. Having an efficient queue management system can significantly improve employee efficiency and customer experience.

The data and monitoring from the queue management system is very accurate and detailed. Those inputs can be utilized in almost all sort of employee KPIs. The queue management system enables the organizations to monitor and measure various indicators such as the number of served customers by an employee, average service delivery time of an agent, customer happiness and satisfaction indicators, average of active and inactive time of the employee and the customer feedback scale or happiness meter. Sometimes more descriptive surveys can be used too to collect feedback from the customers.

The queue management system also improves employee performance by reducing their workload, automation of various processes, efficient customer flow management and reduced wait time. This enables the employees to serve more customers in less time, which hugely impact the employee’s performance. If you are looking for a comprehensive solution to improve your customer journey as well as boosting and monitoring employee performance? Feel free to reach us through our Contact Us page. RSI Concepts is a leading queue management system and employee performance management solutions provider in Dubai, UAE.

Published December 11, 2019

Queue Management System for Medeor Hospital

Medeor Hospital is currently implementing Queue Management System provided by RSI Concepts.

Medeor Hospital is a well reputed name in the healthcare sector providing premium services since more than 15 years in different parts of UAE. The management aim to provide a friendly environment with highly skilled staff available 24/7 for patients. The Medeor Hospital have also made into highlights many times by implementing the latest high-tech medical equipment& practices to provide all sort of healthcare solutions under one roof to facilitate patients. Medeor hospital is also well-known in implementing latest & sophisticated technologies in industry.

Medeor Hospital opened a tender for an intelligent and interactive Queue Management System to further improve their reception capabilities for the daily foot-fall of patients and to make the whole process swifter. RSI Concepts was one of the vendors who participated in this tender. The project was eventually awarded to RSI Concepts due to exceptional features availability in the queue management system and experience in the healthcare industry. The solution proposed was unique in a way that it reduce the total time from getting at the reception to getting the examination, doing the labs to returning back to the doctor and getting prescribed medication from the pharmacy.

The project execution process is bluntly admired at technical and administrative levels by the Medeor Hospital. Pilot project has already put in place by RSI Concepts and is rapidly advancing towards the full-fledged installation of the system, which is roughly expected to be completed by the end of December 2019. On this occasion Project Manager at RSI Concepts commented “We were very delighted to work with the highly cooperative IT professionals at Medeor Hospital. It was a fully collaborated effort that made it possible to complete the project in the given timeline. Medeor Hospital management is very happy with the Best Queue Management System we are deploying and they are hopefully that the full fledge system will help streamlining the queues and providing quick service to customers visiting hospital. We are very much excited to have another jewel in our clientele’s crown.”

In-time treatment for the patients is imperative and an efficient Queue Management System can help managers in the clinics and hospitals to improve patient waiting time and provide best in class service.

Checkout: Queue Management System for Union Coop

Published September 17, 2019

Kiosk for Queue System – Aster Clinic

RSI Concepts is honoured to supply Kiosk Machines for Queue System to brand Aster in the healthcare industry.

Aster Clinics is part of Aster DM Healthcare, a well-known and famous healthcare service provider in GCC. Widespread and easily accessible 101 clinics and 19 hospitals all over the world – Aster DM healthcare service provider is a pioneer in the industry serving millions of happy customers.

To serve the customers more efficiently and precisely – the brand has decided to facilitate the visitors with a queue management system. The primary device used in a queue management system is token machines or ticket printers to issue token or numbers to the customer so that they can wait in the queue for their turn. Aster has sourced Queue System ticket printer from RSI Concepts.

We specialize in a leading Queue Management System known as RSI Queue – having robust hardware and efficient software. Our hardware consists of Ticket Dispenser, Counter Screens, Customer Feedback Screens, Waiting for screens and Sound system. Aster has acquired ticket dispenser machines from RSI Concepts for this project and will have integrated software to facilitate gigantic footfall of customers in clinics and hospitals throughout the United Arab Emirates.

Fabricated in metal with spray paint, the queue machine is a beautiful device to attract customers and fulfil the interior design requirements of the premises. The signage on the ticket dispenser tells the customer to use device upon their entry.

The ticket dispenser is equipped with a thermal printer which can print on 80mm paper in width – having the capability of printing images and logos without ink cost is the most efficient printing mechanism that can accommodate loads of prints every day. The ticket dispenser of the queue system is also equipped with a built-in motherboard, a fast processor and a RAM to support the software functionality in a quick and fast manner.

The 15 inches capacitive touch screen of the ticket dispenser is fast and quick in response with a touch of the customer to quickly load the menus and options as required by the software functionality and features.

The entire Aster DM healthcare group will gradually implement Queue System in all the fronts where customers’ presence is expected – to facilitate them with the optimum customer journey and experience.

Checkout: Queue Management System for Union Coop

BLOG OF RSI CONCEPTS

Category: Queue System

Government Digital Transformation: Implementation of Queue Management System

Implementation of Queue Management System

Benefits of Implementing a Queue Management System

Conclusion

Impacts of Queue Management System on Employee’s KPIs

Average Customer Served

Customer Experience Indicators

Average Service Delivery Time

Average After-Service Work Time

Customer Happiness Response

Employee’s Average Active Time

Conclusion

Queue Management System for Medeor Hospital

Kiosk for Queue System – Aster Clinic