Sistem Antrian Layanan Kas

• 1. Long Waiting Times: Public service queues can result in significant waiting times, leading to customer dissatisfaction and inefficiency in handling large volumes of visitors.

  2. Crowd Management Issues: In high-traffic environments, managing crowds manually can lead to confusion, disorder, and potential safety risks, particularly during peak hours or crises.

  3. Lack of Real-Time Data: Manual queue systems don't provide real-time insights into customer flow, wait times, or service bottlenecks, making it difficult to optimize operations and manage customer expectations.

  4. Challenges in Ensuring Security and Proper Identification: Verifying the identity of individuals in public service queues manually can be time-consuming, prone to fraud, and may raise security concerns.

  5. Overburdened Staff and Resource Constraints: Staff members may be overwhelmed by the complexity of managing queues manually, leading to stress and inefficiency, especially during peak hours.

  6. Fragmented Service Points: Multiple service points and different processes may create confusion, leading to a fragmented experience for the public, with no clear direction or structure for service delivery.

• 1. Reduce Waiting Times: To shorten customer wait times by organizing and optimizing the queue flow, improving overall customer satisfaction and reducing congestion.

  2. Improve Crowd Management: To manage and control crowds effectively, minimizing disorder and ensuring safety, especially during high-traffic times or emergencies.

  3. Provide Real-Time Insights and Data: To collect real-time data on queue status, wait times, and customer flow, allowing for better decision-making and adjustments to improve service delivery.

  4. Ensure Fair and Transparent Queueing: To create a transparent and orderly queueing process, ensuring fairness in the distribution of service and eliminating bias or confusion.

  5. Increase Security and Customer Identification: To incorporate smart card technology to securely verify customer identity, ensuring that services are provided to the right individuals.

  6. Support Scalable Operations: To develop a system that can handle increasing numbers of customers and scale with growing demand, ensuring the system remains effective over time.

  7. Enhance Customer Satisfaction: To improve overall customer experience by providing a faster, more organized, and more predictable service process, which contributes to higher levels of satisfaction.

• 1. Average Wait Time: Measure the reduction in average wait time for customers. A decrease in waiting time would indicate the system’s effectiveness in streamlining queues.

  2. Queue Throughput: Track the number of customers served within a specific time frame. An increase in throughput would suggest that the system efficiently handles a larger volume of customers.

  3. Customer Satisfaction Score: Collect feedback from customers regarding their experience with the queue system. Higher satisfaction scores would reflect improved customer experience and reduced frustration.

  4. System Uptime and Availability: Monitor the percentage of time the KIOSK system is fully operational without downtime. Higher uptime would indicate system reliability and robustness.

  5. Queue Process Efficiency: Measure the time it takes to process each customer from ticket generation to service completion. A reduction in processing time would indicate that the system is improving operational efficiency.

  6. Adoption Rate of Smart Cards: Measure the percentage of customers using smart cards for identification and queue management. A high adoption rate would suggest the success of the smart card integration and its appeal to customers.

  7. Real-Time Data Utilization: Assess how effectively real-time data (e.g., queue length, wait times) is being used for operational decision-making. Better decision-making based on real-time data would reflect the system’s value in improving operations.

  8. Queue Abandonment Rate: Monitor the number of customers who leave the queue before being served. A decrease in the abandonment rate would indicate that the system is improving service speed and customer engagement.

BI internal team and public

Some snips of what has been accomplished

Available only on BI's kiosk infrastructure