The Benefits of Queue Line Systems for Government Services
Two men walk by a agovernment building
Any business that requires appointments can use a queue line system, but government offices stand to benefit a substantial amount when they implement a more efficient way to manage both their lines and their interactions with the citizens they serve. No one enjoys queuing up, but the majority of complaints tend to revolve around wait times for government services. It’s understandable. The citizens who visit the DMV, city hall, and other local and federal government buildings are taxpayers. They thus feel entitled to a certain level and quality of service, which is a reasonable expectation. Unfortunately, it can be difficult to offer swift service for a variety of reasons, such as the tedium of paperwork, the nature of the agency, and the lack of enough employees to handle the load. In all of those situations, a management system for queues and customer service can help.
Shorter Wait Times
A man reads a newspaper, people wait at a train station, and others walk through the station
The biggest benefit of a queue line system for a government agency is how substantially the system cuts down on wait times. Talk to anyone who does business at a government office, whether it’s a local or federal office. The most common complaints revolve around wait times. Many agencies don’t allow citizens to make appointments because they don’t believe that it’s practical. A person may not come fully prepared with the correct paperwork, may have questions, or may need help that takes a long time. The idea has always been that appointments simply won’t work. Unfortunately, that belief usually leaves visitors sitting and waiting for hours at a time. It’s not hard to understand the frustration that comes from a lengthy wait. The problem is that it frustrates the citizens, and it isn’t a peachy situation for government employees, either.
QLess erases the conundrum entirely. With the system in place, government agencies can accept appointments. Citizens can make them. FlexAppointments allows citizens to choose a time that’s convenient for them. They can see which slots are open and act accordingly. The QLess system removes the need for a waiting game or a guessing game about wait times, for that matter. Using the system, visitors to a government building can get updates in real-time that reveal about how long it will take them to see an agent. If someone is running late, they can use the management system to send a text asking for extra time. Similarly, should a citizen need to step out of line and return at a later time, they can send a text relaying that information, as well.
Improved Communication with Citizens
Citizens want to be informed and they appreciate transparency, especially from the government employees working on their behalf. The QLess management system allows employees to interact with people even before their appointments. In case of delays, lateness, or newly opened time slots throughout the day, it’s easy to update the system. Employees can text customers directly, call them, or use the QLess monitors and kiosks installed at the location. The ability to receive up-to-the-minute news has a profoundly positive effect on visitors, no matter where they have to do their business for the day. Communicating changes also allows government agencies to announce closings, which can come in handy during inclement weather or other local happenings.
The ability to switch between texting and making voice calls is a bonus. The dual attempts to get in touch with citizens is a sure way to get their attention, ensuring that they receive pertinent information about their business, when they can come in for an appointment, and even what they need to bring. Communicating in this manner not only increases the chances of getting in touch with citizens, but it also lets you do so 15 percent faster than what’s possible with just calling or texting.
A Boost in Employee Productivity
Being able to serve citizens with the help of the cloud-based queue line system results in a morale boost for employees. They’re often the recipients of the anger and frustration felt by irritated, impatient customers. They’re the people who have to deal with lagging wait times and disgruntled citizens who just want to go about their day. The queue system has everything they need to allocate their resources more efficiently. They can also make better use of their time. Instead of constantly playing catch-up, government employees have more control over the flow of customers. They don’t have to rush through their dealings with each visitor to try to get the line moving faster. The organization of the system can further speed up the process because employees can gather everything they need before meeting with each citizen by going over the details of each appointment.
The QLess system boasts a dashboard that updates in real-time and includes detailed reporting. In turn, that creates a helpful basis for employee KPIs. It works with the FlexAppointments feature, which is such a boon to citizens who need something from the permit office or the DMV. However, it’s also an unbeatable tool for the staff. In addition to giving visitors a chance to choose their own appointment times, the system reduces lag for employees. All too often, government employees experience times that are relentlessly busy, followed by hours when they barely see anyone. The QLess manager fills those empty gaps automatically. Employees won’t have to wait around for someone to show up because the next appointment is already on the schedule.
Better Employee Morale
It’s impossible to do your job well and with enjoyment when everyone around you is unhappy and complaining. Moreover, trying to catch up when you’re behind schedule is difficult, sometimes to the point of impossibility. The fact that government employees bear the brunt of unhappy citizens can affect their ability to do their jobs to the level that citizens expect. One only has to think of how enthusiastically and voraciously people complain about the DMV, for example, to empathize with the employees who work at government agencies.
The QLess queue line system boosts employee morale by giving them the tools they need to do their jobs at a higher standard. Employees working with the QLess system are, de facto, more prepared and able to manage their time more efficiently. Citizens will notice that at once. Realizing that they’re able to get in and out as quickly as possible will put visitors into happier moods, which will then improve their interactions with employees.
Employee morale spikes when staff members know that they’re making a difference. Enhanced customer interactions and successful meetings will both have an impact on the staff. Knowing that they’re excelling in their positions and genuinely helping the tax-paying people who visit them will have a monumental effect on employee behavior.
People need government services on the daily, but they’re necessary after natural disasters and other issues. During such critical times, government agencies are choked with requests for assistance. In trying to deal with a crush of people who need help, it takes no time at all to fall woefully behind, which is not just frustrating but potentially dangerous, depending on the disaster in question and what kind of aid citizens need.
QLess systems takes over during troubled times. Visitors can secure their place in the virtual queue so that they aren’t stuck in a waiting room or lobby when they have other things to deal with. The system will also keep track of the number of hours the staff has to work and how many people they’ve seen. That can help when it comes time to request additional money for the budget. It also reveals real-time proof of overtime.
Tracking behaviors helps government offices. QLess provides real-time analytics of citizen behavior and employee tasks. You can find out when citizens get tired of waiting, how many walk away from their appointments, and gain deep insight into their behaviour. Discover which times of day are busiest versus the hours that are most likely to be empty. You can also request feedback from citizens to see if there are any other areas that need improvement. Understanding how visitors react, what they want, and when they reach their breaking point is essential not just for changing day-to-day behaviors, but also for changing the way the office reacts to disasters and emergencies.Every government agency can embrace efficiency and customer service with the help of a queue line system from QLess. Citizens expect a certain level of help and satisfaction from their government services. Taking proactive steps to improve wait times and customer interaction will please your visitors. The result is happier, more successful employees who will enjoy coming to work every day to serve their communities. Inquire about a demo to see how QLess can change the way your agency accomplishes its goals.