Electronic visitor queue
Customer
Pension Fund of Ukraine
Years of implementation
2019 - present
Industry
Govtech
Services and solutions
The Electronic Visitor Queue is a software and hardware complex designed to manage visitor flows, control queues, organize service, and distribute visitors at the Service Centers (SC) of the Pension Fund of Ukraine (PFU).
The purpose of the automated electronic queue system is to manage queues and balance workload among Service Center staff, improve visitor service quality, and collect data on SC operations for evaluating and enhancing service levels.
Functional Capabilities:
- Dynamic allocation of visitors by working hours and Service Center operators
- Visitors can select the type of inquiry they have at the SC and receive a ticket with a queue number for service
- Queue monitoring on information displays showing the current client number and the number of the employee providing service or calling the visitor
System Architecture
- PFU Central Server — maintains up-to-date information about all Service Centers equipped with electronic queue hardware, including unique terminal numbers, work schedules, and addresses.
- Service Center Terminals — provide visitor registration for the electronic queue and issue tickets directly on-site. Visitors can also pre-register, check their appointment status, and receive tickets online via the PFU Electronic Services Web Portal.
- Information Displays (Monitors) — inform visitors when they are called to the appropriate service window.
- Automated Workstations (AWS) for Service Center Staff, which allow them to:
- — Select the list of service questions before starting reception
- — Begin and end visitor appointments
- — Call the next visitor
- — Mark no-shows
- — Take breaks during work
Analytics and Reporting
The software generates detailed statistical reports, including:
- Number of scheduled appointments per day
- Current number of people in the queue
- Number of completed appointments (including those for the current day)
- Number of unattended appointments due to visitor no-shows
- Number of active operators currently serving visitors
- Average waiting time in the queue
- Average service time per visitor
The electronic queue system significantly enhances convenience and comfort for citizens receiving services at the Pension Fund. At the same time, it streamlines service-related processes, increases the transparency of Service Center operations, and provides management with valuable analytical data to support decision-making aimed at improving the Fund’s overall efficiency.
LLC "RPE "Medirent"
Ukraine, Kyiv city,
86-D Kazymyr Malevich str.
