With only a traditional queuing system in place and high volumes of foot traffic, the Stellenbosch Traffic Department found itself experiencing long queues and delayed client response. They were relying on a linear queuing system that consisted of people waiting in different queues for a variety of services. This system led to confusion and long waiting times.
"A linear queuing style refers to solutions where you physically wait and stand in line, relying on a call-forward system. This is the oldest and most common way to manage queues and is used in retail environments where there is usually only one service with shorter transaction times," explains Emerge Queue Managing Director Eugene Swanepoel.
The Stellenbosch Traffic Department currently offers five different services and needed a priority system to handle the high volume of clients, all of whom have different requirements. The Section Head of Speed and Electronic Enforcement, Bennie Fourie, estimated that the Fine Payment Counter often had no customers for more than 80% of the time, while the other services were inundated. It was obvious that they required something more than simply installing rope lines to direct customer traffic.
Emerge Queue, in partnership with Qmatic, identified these issues and managed to effect a major improvement through the introduction of a virtual queuing solution using the Orchestra system, which immediately enabled increased efficiency in customer flow and enhanced the customer's service. Virtual queuing simply means the customer is identified on arrival and placed in a virtual queue. The customer is not confined to any particular waiting spot and does not have to stand in a line behind other customers.
The Orchestra Solution creates a relaxed lobby atmosphere with a controlled and fair ticket-based waiting process. This results in a far more pleasant office-type setting, a quieter lobby and work area, happier and more satisfied customers and a less stressful work environment for staff. Managers also enjoy analytical and statistical reporting capabilities that assist in planning resources, increasing efficiency and reducing costs.
The last decade saw the banking and telecommunication sectors enjoy the advantages of virtual queuing, and it is exciting to see the public sector investing in the appropriate systems to ensure the highest level of service delivery.
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