Land Transport Authority (LTA) Fiji
SMARTQUEUE® has replaced LTA’s existing queue management system and successfully eliminated its inefficiency.
It ORGANISES queues effectively, gives the ASSURANCE of appropriate service and makes waiting more ENJOYABLE!
–One of LTA’s customer service centre
Responsible for Fiji’s land and transport system, LTA’s mission for 2010 was to rebrand themselves as community supportive, honest, safety conscious, and service oriented organisation. The goal at LTA was to reduce customer service waiting time at LTA customer service centres to 10 minutes for 80% of customers by 2011.
The Problem
Prior to its upgrade in 2010, LTA operated a basic Queue Management System (Q.M.S)™. This included a number display that was connected to a push button, where once a visitor had had their enquiry resolved, the next visitor would be called out by a staff member.
The old system was inhibiting visitor flow and reducing staff efficiency and visitors would often complain about the lengthy waiting time and could not see/ hear their number.
The need for an effective solution to streamline their customer influx was very much visible. The process of standing in queues lead to confusion and an absence of accurate statistical data lead to inefficient operations. Management could not forecast the volume of visitor levels at particular times of the day or year and as a result they could not allocate their resources efficiently.
Eventually, customers resorted to standing in queues as they could no longer withstand the inefficiency of the basic Q.M.S. Many customers became easily infuriated by the system’s inability to manage queues effectively, which led to the distress of many LTA staff.
The Problem
Prior to its upgrade in 2010, LTA operated a basic Queue Management System (Q.M.S)™. This included a number display that was connected to a push button, where once a visitor had had their enquiry resolved, the next visitor would be called out by a staff member.
The old system was inhibiting visitor flow and reducing staff efficiency and visitors would often complain about the lengthy waiting time and could not see/ hear their number.
The need for an effective solution to streamline their customer influx was very much visible. The process of standing in queues lead to confusion and an absence of accurate statistical data lead to inefficient operations. Management could not forecast the volume of visitor levels at particular times of the day or year and as a result they could not allocate their resources efficiently.
Eventually, customers resorted to standing in queues as they could no longer withstand the inefficiency of the basic Q.M.S. Many customers became easily infuriated by the system’s inability to manage queues effectively, which led to the distress of many LTA staff.
Soon after its implementation our customers became familiar with the system in operation. THEY LOVED IT as it organised things better and they could now relax in an environment where WAITING WAS MORE ENJOYABLE.
The Improvement
LTA has, with the assistance of SMARTQUEUE® Integrated Multimedia Queue Management System improved:
- Overall waiting environment for visitors
- Average waiting times
- Clarity and reduced anxiety through audio and visual ticket display
- Efficiency as visitors are now seen to by a customer service officer who has the most appropriate service skills
- Productivity of service officers
- Accuracy of data levels for management
- Flexibility in the queuing process
- Resource distribution, i.e. reallocation of staff when necessary
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