The Technology Public Services Must Utilise to Deliver Better Service Provision

Public services ─ such as healthcare facilities and government institutions ─ are vital to any country and region; they promote the general welfare and are an essential part of living in modern society. Despite their importance, many citizens often find accessing these services comes with challenges, such as long wait times and unsatisfactory services. Fortunately, technological advances offer a solution by allowing governments to streamline public service processes while enhancing these services for visitors. Therefore, government agencies and businesses can ensure they provide the best possible service to the public.

How Customer Experience Solutions Benefit Public Services

First and foremost, customer experience solutions, such as virtual queues, appointment booking systems, and business intelligence tools, enable public services to reduce waiting times for visitors while increasing experience and accessibility. For example, the implementation of customer experience solutions in government institutions allows visitors to easily take care of various needs without having to spend their time waiting in line at the government premises all day. Furthermore, customer experience solutions also enable staff to accommodate visitors’ needs effectively while keeping crowd levels within areas at bay, which will help enhance the customer experience.

The next advantage that customer experience solutions bring to public services is the improvement in service quality and efficiency. Public services usually have a large number of daily visitors, which makes queueing inevitable. For businesses that have so many visitors, managing queues manually can be difficult. However, utilising customer experience solutions can help public services manage it better by bringing automation to the queueing process. Consequently, it reduces the amount of time staff spend on dealing with queues and enables them to focus on providing a better service instead.

Finally, customer experience solutions enable public services to identify areas of improvement by providing insights into public services’ operational processes through vital data and statistics. Not only will it help minimise potential problems, but it will also help public services make informed decisions. That way, they can maintain excellent service provision and provide a positive experience for visitors. Doing so will increase brand image and customer retention, which will lead to increased revenue.

Choose SMARTQUEUE® Customer Experience Solution and Reap All the Benefits

(Image from CANVA)

To aid public services in providing a seamless customer journey and excellent service provision, Business Smart Solutions (BSS) has developed an omnichannel customer flow management system called SMARTQUEUE®. As a queue management system, SMARTQUEUE® focuses on customer care and continuous business growth. It offers various advantageous features, including:

– Various check-in options for visitors (virtual queueing, self-service ticketing kiosks, and concierge), which enables visitors to choose how they want to acquire queue tickets. By offering more than one option, queue congestion and bottlenecks can be avoided so that visitors will have a better experience. SMARTQUEUE®’s virtual queue also facilitates your visitors with informative details (including their queue status, how many people are ahead of them in line, and the estimated waiting time) that can be accessed by visitors on their mobile devices after they check-in.

– Virtual caller, which enables public services to transfer visitors from one service or touchpoint to the next seamlessly.

– Business intelligence tool, which is able to generate vital data and statistics, including waiting and serving time, customer volume, service quality, and staff performance. That way, public services can pinpoint areas of improvement to further improve their services for visitors.

– Appointment booking system (SMARTAPPOINTMENT), which is SMARTQUEUE®’s additional module that enables visitors to schedule appointments ahead of time through their own devices. It can be integrated seamlessly with the public service’s website to provide a professional and positive experience for visitors.

– Notification system, which is another SMARTQUEUE®’s additional module that will inform your visitors via SMS when their turn is almost due, or when they have an appointment scheduled on a certain day or time. With this notification system, the no-show rate can also be reduced significantly.

Click here or reach us at info@bss.com.au to learn more about SMARTQUEUE® and how it can help public services thrive.