Tshwane metro introduces system to tackle long queues

NATIONAL NEWS - The metro launched a Queue Management System on Monday to reduce queues at its customer centres.

“The system is one of the interventions introduced by the city to improve the efficiency and effectiveness of customer relations management in customer engagements,” said finance MMC Mare-Lise Fourie.

Fourie said the metro had partnered with VNQ Systems on the system as “a response to the frustration that both employees and customers felt with regard to the manual administration and unsystematic old queuing processes”.

She said the service flow of the system would be as follows:

The customer enters the walk-in centre, selects the required service from the kiosk and receives a ticket.
The customer goes to the relevant waiting area, sits and waits for service;
The customer ticket number is called to the service counter;
The ticket is closed unless the customer is put on hold to escalate the particular complaint or to transfer the complaint to another service or counter;
The first-in-first-out principle will apply when a customer is transferred to another counter;
Customers can then give feedback and rate the service received if they so wish.

“The system will enhance the customer experience throughout the value chain but it has the added benefit of championing an organisational culture to drive customer centricity,” said Fourie.

She said the system would soon be rolled out in Centurion- Region 4, Akasia and Soshanguve – Region 1, Temba- Region 2; Bronkhorstspruit,- Region 7 and Mamelodi -Region 6 but not the CBD yet.