It may be hard to believe that something as simple as a web-based queue management system can change the structure and flow of your government office or organization, but it's true. You may have to see it to believe it, and that's perfectly fine. QLess happily offers demos of its queue platforms and management systems. The first step to accepting the line management options of the future is to become familiar with what it means to go queueless. For government offices, you have the opportunity to transform the very environment of your office. That, in turn, will improve the attitudes of the employees who work in your organization and the citizens you serve.
You have to consider the citizenry. Think about the reputation of your office. Do people look forward to coming in for a permit, to register their vehicles, or to submit building plans? The odds are not in your favor. Most people avoid visiting government agencies unless they have no other choice. That attitude doesn't set up anyone for success. Not only are visitors displeased, but their negativity affects your employees. Organizing the office by way of a queueless system can banish all of the common problems that plague government offices. QLess is here to explain how.
Standing in a Virtual Queue
Lines and wait times: that's what people think about when they envision a trip to a government office. That's also why many citizens attempt to do as much as they can online before making a trip to the physical agency. Who can blame them? It's no secret that wait times can get out of hand, particularly in offices that are short-staffed or dealing with funding issues. Every day, employees can look forward to crowded waiting areas, lines that seem a mile long, and customers who are impatient the second they walk through the door.
A web-based queue management system can do away with those issues, however. Citizens can claim their place in a virtual queue from anywhere. They don't have to come to the building until the appointed time. Better still, the system sends text messages reminding visitors of their place in line, informing them of how much time they have to wait, and letting them know when their appointment time arrives. At that point, the system also instructs the visitor which building and office number to visit, which reduces confusion.
Foolproof Service Selection
The QLess system is designed to simplify life for government employees and members of the community. The virtual queue is immensely helpful to citizens, but so is the platform itself. Visitors who head to your website to reserve an appointment can also choose their reason for coming. For example, someone who visits their local DMV website can select the service that best describes their need for coming, such as taking the road test or written exam, switching a vehicle title, or renewing a license. From that point, the system can let people know about any documentation or forms that they need to bring with them.
Allowing citizens to select the reason for their visit is beneficial to employees, too. The QLess web-based queue management system organizes reservations so that every employee scheduled for the day has a steady stream of appointments. Each day's workload is as balanced as possible. Agents can check the queue dashboard to learn what's on the agenda and who's coming to the office.
Thanks to the service selection, government agents have the chance to prep for each visitor. If there are any forms that employees need to gather or other prep to accomplish beforehand that will make the appointment go smoothly, then they have ample time to get it done. Citizens will appreciate the efficiency and the speed of a well-organized office.
Communication is a two-way street with the queue management system. Employees can send messages via the dashboard. They have the option of placing a call, sending a text, or shooting off an email. The latter two forms of communication increase your chances of reaching the citizens who plan to come in that day. Send notifications that alert visitors about delays, backed up schedules, and appointment times.
The citizenry can reach out, as well. Rather than losing their place in the virtual queue because they're running late, they can send a message. Visitors can also reschedule their appointments for a different day and make inquiries about the forms they need to bring.
A Productivity Boost for the Staff
Staff productivity is sure to experience an upswing following the introduction of a web-based queue management system. The employees know what they're doing, they know the details of their upcoming appointments, and they get to offer genuine help instead of profuse apologies for lengthy wait times. Because they aren't always fighting the clock to catch up from behind, they have more than enough time to focus on each citizen. That has a valuable impact on customer satisfaction, too.
Streamlined Office Operations
The queue system tracks the behavior of citizens and employees. The in-depth analysis illuminates problem areas within the office, such as cancellations and walk-outs, as well as operational issues. For example, in a town or neighborhood filled with young professionals, it might be prudent to stay open an extra hour or two a few days of the week to accommodate the average schedule of the community.
Government agencies have to stay up-to-date with the latest technological advances for the office. An effective web-based queue management system is easy for both employees and citizens to use and understand. It takes away the guesswork for visitors while allowing the staff to assist the community instead of wasting time mediating angry tirades and making up for lost time. If you haven't seriously considered using a queue platform to improve the efficiency of your office, then it's time to get on board with QLess.