Citizens queued through the door for routine services, with long waits and no visibility. Staff spent time managing the line rather than serving.
The centre deployed SkipTheWaits across its service desks. Citizens join by QR code, track their place, and are called to the next free desk by notification.
“The queue used to snake out the door. Now people join from their phone and wait comfortably until they're called.”
Service centre supervisor — Representative example