From the DMV to the paperwork involved in insurance claims, government services are known for being ineffective, slow, and outdated. It’s functioned the same way for years and, since the RFP process is long, there hasn’t been a push to update these systems. This makes crucial, everyday tasks difficult for citizens, as they become time-consuming and confusing.
Spurred by the pandemic, many government services offices have started using queue management solutions to improve the customer experience. These third-party solutions are easy to implement and can be customized to the needs of the government office. They are also extremely secure — having worked with government services before, they understand data privacy needs. Wondering how queue management can be used to improve your government services office? Check out some of the benefits our clients have seen, below:
Better Flow of Customers
Queue management software creates virtual queues, which reduces the number of customers in a waiting room at any given time. Citizens can either join the virtual queues from their personal device or a kiosk in the office. They can then choose where they wait — in the office, from the comfort of their own car or house, or while running errands — reducing the number of people in the office. At the same time, walk-ins can be integrated with appointment management software. Whenever there’s a gap in scheduled appointments or a customer service representative has free time, walk-in appointments can be integrated. This helps to reduce wait times for customers and helps customer service representatives better manage their time. Now, whenever there’s a no-show or a shorter appointment, customer services representatives can use their time to help citizens. This increases customer satisfaction and improves the flow of customers in the office.
In a typical government services office, the process to see a customer service representative goes as follows: figure out what line to be in, take a number, then sit and wait until the number is called. There are limited interactions with the customer service representative until the number is called, meaning that customers have to hope that they understand the process and are following it correctly. With queue management solutions, communication is built into every step of the process. If they’ve scheduled an appointment at the office, they’ll receive messages to let them know if their appointment is on time and direct them to the correct customer service representative. If they’ve joined a queue, it will keep them updated on their place in line and their estimated wait time. This helps customers plan their trip and improves satisfaction by keeping them updated on the process.
Improved Data and Scheduling
A huge benefit to implementing technology in government services is the data that these solutions provide. All data is secure and encrypted, of course, but it allows government services to use information and insights to make better decisions on how to run the office. If there are peak times when they see an increase in traffic, they can plan ahead and schedule more customer service representatives for these times. This helps government services offices better manage their time and preemptively plan for better customer services. Data collection has many other benefits, as well. It can be used to gather customer satisfaction information or to identify trends in the customer experience, such as no-shows or the duration of a typical transaction. All of the information gathered can help make the experience better for citizens and staff.
The benefits of queue management solutions were exemplified over the pandemic, but there’s no doubt that the need for these services will continue long after the pandemic ends. By implementing new technology through verified service providers, government services offices can start to shed their image of being out-dated and slow, and can start to prioritize the experience for their citizens.