Public Sectors & Institutions

The gradual restoration of all economic and social activities in a post-pandemic era can only be effectively achieved if it becomes safer for both public employees and citizens. Citizens flow management and physical distance are both prerequisites for a smooth reintegration into the normal rhythms of social and economic activity.

Key issues

Government, targeting the successful resumption of its operation, is required to resolve three key issues related to physical distance:

The number of citizens during the stay in the Public Services points
The number of citizens during their stay in the Public Service point must be monitored and controlled systematically, as it is limited and calculated based on its area (square meters). The number of citizens entering and leaving the service must be recorded in order not to exceed the permitted limit.
Queuing at the entrance
Reducing the number of citizens in the Public Service place may create huge queues at the entrance, increasing the risk of spreading the virus and significantly reducing the citizen service experience.
The capability of redirecting citizens to other service channels such as a website, a call center or another nearby branch office of the public services. .
Public Services due to workload and ease of service need to redirect a number of citizens to online solutions or other channels in order to reduce -as much as possible- the physical contact in the office.

Actual and expected results

Current data provided by the World Scientific Community show that, through optimal queue management, the possibilities of spreading Covid-19 can be significantly reduced due to limited physical contact time and a limited number of people in a place. Public Services can maintain their revenue streams through secure crowd flow management. Customer experience is improved as citizens themselves can remotely register in the queue in an easy way and can be notified of their arrival time, improving both health safety as a whole and operating waiting time.

In addition, in the post-pandemic period our lives and our social habits will not be the same. Citizen health safety will be more important than ever. Redirecting channels as a solution is expected to lead citizens to increasing use of digital channels. The digital queue for some services in Public Services point (such as receipt of public records and other internal services) will help Public Services themselves ensure the safest solution for citizens, but also saving citizens time to carry out their transactions with the respective Public Service.

Solutions

The Q-edis platform provides the following solutions:

Crowd control management in the Public Service office

For each Service, a digital queue with a maximum number of citizens is defined and it is not allowed to be exceeded. Through a mobile app each citizen who enters and leaves the service area is recorded.

Queue management at the entrance

Consumers can register on the digital queue right away or remotely and will be notified when their turn comes (e.g. via SMS or e-mail).

Manipulating citizens

The digital queue platform can be used to offer citizens alternative electronic channels (website, call center, mobile app, etc.)