There's no denying that despite their necessity, some governmental offices face a lack of efficiency when it comes to crowded branches, as the absence of more digital/automated services wastes time for their staff as well as affecting the citizen journey, as they will be expecting long queues and crowded, high-traffic areas.
While there's no question that offering as many online services as possible is the best option, there are instances that require citizens to visit governmental offices in person, and this is where digital branch transformation comes into play.
The good news is that adopting comprehensive citizen management solution including queue management and self-service solutions isn't difficult and dramatically enhances the digital branch transformation experience.
A Comprehensive Queue Management System
Smart governments today are adopting queue management solutions that can empower citizens to book appointments via a mobile app or website, scan QR codes, issue queue tickets from a kiosk, and even get guided on the spot by a meeter & greeter to the right service counter while avoiding to wait and maintaining social distancing.
By implementing a comprehensive queuing system, governments can provide a seamless journey, empower citizens to avoid waiting in line, save the time and effort of staff, and control branch capacity. Here’s what a comprehensive queue management system can cover:
o Make the Citizens’ Life Easier with an Appointment Booking App
The citizen journey can start even before they head to the governmental office. A comprehensive Queue Management Solution can include a mobile appointment booking application that helps citizens book appointments in advance. Instead of waiting in line, the mobile app issues e-tickets. Once they book an appointment, the citizen will automatically go into the queuing system, which reserves their place in line.
The appointment booking app can guide users to the nearest governmental office or self-service machine. It also allows people to provide feedback on the experience right after their appointment. This timely feedback can enable government offices to measure the level of satisfaction citizens have with mobile-booked services and enhance those services moving forward, if necessary.
o Unleash touchless experience with QR Code Queuing
Another fantastic feature to improve your service quality is to implement a QR code queuing; a QR code works well for walk-in citizens who don’t have or want to use your mobile application. They can easily join the queue once they arrive to your branch, by scanning a QR code that is fixed outside the branch or on the kiosk. A list of all your services will instantly appear on your citizen’s mobile phones, enabling them to select the service they want and check-in though their mobiles, providing them with a convenient and touchless experience.
A queue management system can streamline between pre-booked and walk-in citizens, ensuring a seamless citizen journey.
o Guide citizens to the right service point with a meeter & greeter
For walk-ins who might forget their smartphones in the office, house or car; or even for senior citizens /the elderly who feel uncomfortable using technology, they can join the queue seamlessly through a greeter employee who can guide them to the right service point whether to a service counter or a self-service machine to avoid waiting in lines.
o Deploy ticketing kiosks in your governmental offices
An integral part of classical queuing systems is ticketing kiosks which are installed in the branches, empowering walk-in citizens to get a queuing ticket instantly from the kiosks. The system can also incorporate digital screens, allowing citizens to remain informed about the queue status through the system’s digital screens and be called to be served through audio announcements. Moreover, the digital signage system can be used to display information about governmental news and announcements, to keep citizens updated.
Queue management provides the ability to assign priority to specific citizens, such as VIPs, the elderly, and people with physical challenges. The road to implementing digital solutions isn't a straight line, and it often takes many components to ensure the new system runs smoothly.
Integrating Self-Service Solutions
The integration of digital solutions, including self-service kiosks, can ensure the availability of specific governmental services 24/7. Typically installed in designated self-service zones at governmental office locations or in public areas such as shopping malls, citizens can access services that are otherwise only available during working hours.
As mentioned, some services automate well, while others require human interaction. Governmental office self-service solutions work well with the following:
- Issuing governmental cards, such as driver and vehicle licenses and ID cards;
- Scanning specific documents needed to issue ID cards;
- Making instant automated payments;
- Connecting through a video call with a remote agent for assistance if needed.
Another feature that self-service kiosks can offer is Know-Your-Customer (KYC) verification, where citizens can scan documents and validate their passports, ID cards, driving licenses, etc. They can also validate identify through a video call with a remote agent.
The availability of various services through self-service machines will inevitably reduce the workload for governmental staff and, in the long run, operating costs. It is clear that implementing digital services can provide a superior citizen journey.
Offer a Smooth Digital Citizen Experience with SEDCO
SEDCO remains dedicated to helping public sectors improve through digital branch transformation. As a global leader in digital branch transformation solutions, we thoroughly understand the best options for government offices and how to add digital components that will work in favor of citizens.
SEDCO can successfully provide your government office with every service mentioned here and much more. While our solutions are very much rooted in making things easier for consumers, in this case, citizens, we're also on the side of the business.
Our solutions are empowered with business intelligence capabilities, including live monitoring dashboards, statistics, and advanced reporting, providing deep insights that will help your government organization enhance digital and overall performance, thereby transforming the experience of every person who passes through your office. The BI tool empowers you to:
- Monitor performance in your organization at various levels: branch, counter, employee, transaction, service, down to citizen appointments level, with the ability to customize your dashboards according to your business needs.
- View how each branch is performing in a map that is easy to read.
- Spot any technical issues in any branch from your head office and act immediately.
SEDCO can efficiently help you with these crucial business components:
- Reducing citizen waiting time;
- Improving service efficiency;
- Cutting operational costs;
- Creating seamless customer journeys;
- Monitoring analytics in real-time;
- Providing instant citizen feedback.
Evolve Your Current Methods
SEDCO is all about evolving. We will help your government office move forward digitally. Our solutions run in over 10,000 offices across the globe, and we can assist you in streamlining your citizen journey from the beginning of their visit to the end.
Taking the digital leap has never been more necessary, and at SEDCO, we'll make it easy for you. Get in touch with us today if you'd like to hear more about our digital branch transformation solutions for your government office. Our team is waiting to help!
