Queue Management System
Government and Ministries are considered as most crowded places in terms of customer footfall and are amongst the earliest public sectors which have implemented queuing systems to manage the queue in an efficient manner. However, there are always challenges of not only managing the crowd but also offering better quality of service to the public ensuring pleasant waiting time as well as fast and fair service time.
Governments across the world are transforming public services and moving towards digitalization. UAE’s efforts for high quality smart services (smart UAE) has especially eased the services for the public. This has improved the overall image of the public services. Our smart queue management system is aligned to the vision of smart UAE and global transformation to the smart initiatives.
Our long-term experience with the public sector by implementing Jacky’s queue management system in different organizations in UAE, M.E and Pakistan have proven benefits and yielded successful results to our customers in this sector. Jacky’s queue management system (QMS) is one of the registered queuing systems with UAE PMO Happiness meter, integrated with UAE Prime Minister Office (PMO) Happiness Meter in ministries and UAE Federal organizations.
Our queue management system is integrated with Emirates ID and can be integrated with POS, CRM, mobile app, website and many other third party applications and devices providing multi-channel services to the customers to streamline the customer’s journey from pre-arrival to post services. The system with enhanced workflow optimization provides customers a pleasant waiting experience through segregated queues based on their segmentations such as senior citizens, ladies and people of determination (people with special needs).
Are you looking for Queue Management System for government sector in UAE, Oman or Pakistan? Please inquire for POC and case studies of our widespread implementation of Queue Management Systems in public sector in UAE, ME and Pakistan.
Reduce waiting time
Integration with student management system
Emirates ID enabled
E-ticket and appointments
Useful statistical and forecast reporting
Jacky’s Business Solutions is one of the biggest suppliers of queue management systems in UAE providing advanced queueing solution from more than past two decades, assisting organizations of any size improve their customer flow by managing queues for basic as well as complex needs. Our commitment is to ensure the implementation of tailored and best fit advanced queue solutions according to the organization’s needs. This is possible by managing the customer flow from pre-arrival to post-services using intelligent queue system mannerism techniques.
Jacky's Business Solutions LLC is the authorized representative and supplier of the QMS brand by GMS (General Microsystems) - Malaysia.
The queue system is simple and easy to control the visitor’s management in any public dealing office; it is a user friendly system, which is easy to understand for people visiting the office, as well as for staff who wish to serve the visitors efficiently, to derive total satisfaction.
We work closely with our customers in gathering the requirements, the analysis phase up to the project implementation phase and post project delivery services offering our expert consultation and excellent services with an aim “To work with our clients as a team, and provide excellent services for their business customers” . We actually make it possible to control customer traffic, in a smooth and easy way, with a user friendly, easy to operate Queue Management System. This is available according to the organization’s need as both Centralized / Enterprise Queue Management and Branch Queue Management System such as:
Queue Management System Highlighted Features:
The branches are controlled and maintained by Corporate QMS. It consolidates the status and data of the branch systems into a centralized location. The web-based interface modules provide HQ users to monitor the queue status and produce queue reports. The modules are listed as follow. • Live Status Monitor and dashboards • Report • Maintenance • Content Management • And many other centralized integrations with multi-channel applications such as Mobile App, Web and any 3rd party apps
The QMS is a total web-based solution. System monitoring, reporting, maintenance, and control can be performed remotely via standard web browser. No software installation is needed. Future software upgrade is easier as it only involves the main system controller. Web interface also offers ease of use and shorter learning time.
Real time queue status of the branches i.e. number of counters opened, number of tickets issued, number of tickets waiting, waiting time information, serving time information, average waiting time, average serving time, number of counters opened, longest waiting time, estimated waiting time, etc.. Furthermore, the branches can be filtered by branch group (Zones, regions, types and etc.) In Corporate QMS the branches’ status is shown on the map.
Live dashboards are personalized to the user’s own required selection as centralized, zones or branch level. Few of the powerful Q-Widgets are Average Waiting Time Gauge, Average Serving Time Gauge, Target Waiting Time Monitor Gauge, Target Serving Time Monitor Gauge, Queue Information, etc. And each widget can be configured according to the criteria of selected branches, services and etc.
The touch screen ticket machine besides allowing a customer to obtain a queueing ticket of selected service by touching the screen selection, also has other useful functions such as form filling, identifying customer priority level, advertising contents and displaying waiting length etc. It incorporates several advanced features like barcode and QR code reading and identifying customer priority multi card reader such as smart cards, bank cards and Emirates ID etc. Different sizes and models are available suitable to the available locations at the branch. • The desktop model is for reception desk and window location at the entrance. • The wall mounting ticket printer is the best choice for space saving. Few of the examples are emergency section in the hospital, corridors, small money exchange centers and typing centers etc. • The free-standing models are available in different screen sizes and features.
Special appointment system allows the customers to book an appointment for any convenient available day and time slot so that customer will visit the branch on his/her appointment time and will be served as per the booking schedule. The queue appointment system is available with API to be integrated with multichannel applications such as mobile app and web portal and online appointment can also be integrated with any third-party appointment booking system.
The queue system is much more flexible in terms of customization and integration. It is very much possible to be customized any time and at every stage as per the organization’s business requirements and for any future enhancements. Our queue system is equipped with many built-in web APIs for different modules of the queueing such as issuing electronic coupon/ticket, customer calling, live and statistical data for BI (Business Intelligent) etc, so that it can be integrated with any third party applications. Some of the examples are integration with POS, HIS, HIMS, UAE PMO (Prime Minister Office) happiness meter, third party digital signage and many others.
Green ticket is a paperless queue ticket obtained digitally as an electronic ticket or virtual ticket via multichannel platforms. Our queue management system provides web API to be integrated with multichannel platforms such as mobile app, web portal etc. for electronic queue ticket, online appointment booking and customer survey. The QMS has a SMS ticket module that has the capability to be integrated with any third-party SMS gateway. This facilitates the customer to obtain queue ticket via SMS (SMS ticket). Apart from issuing green ticket it provides a digital customer experience, streamlines customer journey from pre-arrival to post service customer feedback, notifying the customer regarding approximate wait time, his/her ticket status and current serving ticket number.
The centralized customer feedback system is built-in with our queue management system. The system has instant alerts feature on negative feedbacks and the ratings are tied to the actual customers. The devices are easy to use touch screen terminals and are more than just a customer survey directing customer to a free counter. They also display targeted promotional materials with cross-selling features.
The queue management system has special features and setup for people of determination. The solution is equipped both in hardware and software modules facilitating queues for people of determination.
Handling different types of customers with various priorities is professionally managed through our intelligent queue management system. The QMS identifies customers in many ways through smart cards, employee cards, bank cards, employee id, phone numbers and registration number. Few of the examples are: The queue management system in UAE is identifying customers by their Emirates ID and handling different priorities for senior citizens, people of determination and ladies. Similarly customers in banks are served through identification of their bank debit/credit cards, employee cards in HR sections and patient registration numbers in hospitals and clinics.
Interactive reports is the advanced analysis tool allowing the user to view branch queue performance, drill down the information and sort data based on different KPIs.
The queue system has more than 52 types of standard reports on daily, monthly, periodical and yearly basis. Apart from standard reports, it empowers the user to design their own report by selecting the desired QMS metrics and groupings. The user is allowed to arrange the sequence of the fields in the report.
All the hardware equipment such as ticket printer, touch screen ticket machine, kiosks, counter display, calling terminals, customer feedback devices etc. have dual connectivity capability i.e. Ethernet/Wi fi.
The QMS has multi-language support for all its modules.
The QMS has automatic service optimization feature that can be enabled during the day queue operation at the branch. This feature is based on the AI in queue management system.
This is the forecast reporting ; historical queue data collected over a period of time can be used to perform data simulation predicting the performance of the queue at the branch during different timings or festive periods based on some input parameters. This is useful to predict the outcome if the number of counter staff has increased or decreased during specific periods for different services.
The centralized content management is built-in into our queue management system allowing the user to manage screens and GUI of ticket printer/kiosk, customer feedback devices, LCD counter display and digital signage players (controlling the TV screens in the waiting areas). The module is designer friendly having a scheduler, track and alert tool managing different type of media contents such as videos, images, HTML and ticker messages.
1) What is Queue Management System?
The Queue Management System is the system to control the visitor’s flow, managing the waiting time and enhancing visitor’s experience in any public dealing office.
The system with enhanced workflow optimization streamlines customers from pre-arrival to post services. The customer can get waiting ticket via multi-channel services without the physical visit to the centers.
QMS is Queue Management System from General Microsystems, Malaysia and Jacky’s Business Solutions LLC, Dubai is the authorized representative and supplier of the QMS brand in UAE, Oman and Pakistan. For more details, kindly visit our website.
The QMS offers the type of solution according to the organization’s need as both Centralized and Branch Queue Management System. The solution can be on-premise or cloud-based. Below are few of the examples of QMS modules:
Virtual Queuing – a touchless solution
Online Appointment (Multi-channel)
Electronic Queue Ticket – Omnichannel, a paperless solution (Mobile, Web, SMS, WhatsApp)
Touchscreen self-service Ticket Machine
Built-in Customer Feedback System for counters and organization
2) What is the purpose of a Queue Management System?
The purpose of Queue Management System is to manage the crowd in any organization with offering better quality of service to the public ensuring pleasant waiting time as well as fast and fair service time.
3) What are the benefits of Queue Management System (QMS)?
User friendly for staff and visitors:
The queue system is simple and easy to control the visitor’s management in any public dealing office; it is a user-friendly system, which is easy to understand for people visiting the office, as well as for staff who wish to serve the visitors efficiently, to derive total satisfaction.
The intelligent queue system provides different types of dashboards and reports on a daily, monthly, and periodical basis allowing the management to analyze the performance of their counter staff and the overall customer journey. In addition, it helps the management to analyze and increase the productivity, efficiency and quality of the services ensuring the satisfaction of customers. Moreover, it can improve customer services by minimizing the serving time.
4) Where is the Queue Management System used?
The Queue Management System is used in any organization where the public dealing is involved. The QMS use cases for few of the possible sectors are:
5) Why is a Queue Management System important for the Government sector?
A Queue Management System is crucial in the Government sector as it helps streamline service delivery, improve customer satisfaction, optimize resource allocation, and ensure a fair and organized process for citizens interacting with various government departments.
6) How does a Queue Management System work in Government premises?
A Queue Management System typically involves the use of digital tools such as kiosks, mobile applications, and display screens. Customers can request services, receive tickets, and track their queue position through these systems. Government staff can monitor queues, manage resources, and efficiently call customers for service.
7) Can citizens access Queue Management Systems remotely?
Yes, many Queue Management Systems in the Government sector offer remote access options. Citizens can often book appointments, join virtual queues, or request services through online portals or mobile applications.
8) How does a Queue Management System ensure fairness in service delivery?
Queue Management Systems follow a first-come, first-served principle, ensuring fairness in the order of service. The system assigns unique ticket numbers or queue positions to customers, eliminating biases and favoritism.
9) Are there any privacy and data security measures in place for Queue Management Systems?
Yes, Queue Management Systems in the Government sector adhere to strict privacy and data security regulations. Personal information is handled in accordance with relevant laws and guidelines to protect citizen data.
10) How are citizens notified about their turn in the queue?
Queue Management Systems use various methods to notify citizens, such as display screens, digital signage, SMS alerts, or push notifications through mobile applications. These notifications inform citizens about their current queue position or when their turn is approaching.
11) Can citizens provide feedback or complaints regarding the Queue Management System?
Yes, most Queue Management Systems provide channels for citizens to provide feedback or lodge complaints. This feedback helps the Government sector identify areas for improvement and address any issues related to the system's functionality or service quality.
12) Is the Queue Management System accessible to people with disabilities?
Queue Management Systems are designed to be inclusive and accessible to all citizens, including people with disabilities. Features like alternative formats, assistive technologies, and designated service points cater to the specific needs of different individuals.
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