Government

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Finding ways to make best use of resources to offer the best possible customer experience and meet centrally set targets is a top priority everywhere. From city halls and tax offices to embassies and consulates, the challenge is the same. We have been working in the public sector for many years and have identified four main challenges that you will probably relate to.

 

Our Customer Flow Management methodology helps you meet these challenges so that everybody benefits – staff and customers alike


• Improving efficiency
• Improving customer experience
• Increasing staff satisfaction

• Using MI to make operational improvements

 

Our methodology for managing the flow of people will help you overcome these challenges for the benefit of all.

 

We deliver solutions across the world and know that every challenge is unique. To see how Customer Flow Management can make your process better, talk to us.

Branch Self Check-In and Verification

Improve the experience of the first touch-point with your branch.

 

The public sector has raised the bar for customer service and citizens expect the same from governments. Restoring citizens' confidence in public institutions means demonstrating competence in providing better value for their hard-earned tax money.

 

Today, citizens visiting government branches and other public institutions must be manually checked-in to the facility via reception desks and personnel. Significant utilization requires excess staff to administer, causing backlogs, customer dissatisfaction, and additional costs.

Qmatic Branch Self check-in relieves congestion and provides more efficient use of staff, more customer empowerment and satisfaction, and reduced costs. The solution also provides means for verification of the arriving customers matching service requirement with the right process, staff interaction and follow-up.

KEY BENEFITS:

  • Improved customer satisfaction by a better queuing experience.

  • A more efficient process freeing up time and resources.

  • Improved operational efficiencies by better staff utilization.

  • Improved quality of service due to initial data capture.

Appointment Management

Control and steer the flow of customers.

 

Waiting is a waste of time. Having staff ready to serve every customer that might turn up is a waste of resources.

 

Creating a situation with long waiting times for tax paying citizens with increased demand for better service builds frustration and potential political issues when citizens exercise their right to speak up. From city halls and tax offices to embassies and consulates, finding ways to make best use of resources to offer the best possible customer experience and meet centrally set targets is a top priority.

 

Qmatic Appointment Management provides the means to interact with citizens before they physically visit the branch, by allowing them to book appointments online before arrival. This reduces the time spent waiting by the customer and hence has a positive impact on the customer’s service experience. For the service provider this is a tool to control and steer the flow of customers away from peak hours to less busy parts of the day. It is also a powerful tool that delivers the pre-visit data required for the service provider to staff more appropriately and deliver better customer service.

KEY BENEFITS:

  • Improved customer experience thanks to mobile empowerment and reduced time waste.

  • Better utilization of branch space and staff thanks to optimized customer flow.

  • Improved service thanks to staff being better prepared before the visit.