The Government Employees Medical Scheme (GEMS) is a medical scheme providing accessible and affordable benefits to qualifying public servants and their nominated beneficiaries. GEMS provides quality healthcare to over 720,000 members and 1.8 million beneficiaries through 18 walk-in centres across South Africa.
We are proud that GEMS was our very first-ever Queue Management customer! Service Systems was able to offer a customised solution that suited their needs and their budget, helping them stay within Scheme Guidelines on acceptable practice and offering them insight into members experience at their branches.
Visiting members are issued a numbered tag on arrival, which appears on a multi-purpose display. Members are called audibly and visually, in the order they arrived, by the next available agent who is able to assist with their specific type of enquiry. Valuable information is displayed to waiting visitors using the same display, such as new scheme benefits, or upcoming changes.
Maximum and acceptable waiting time thresholds are set for all branches. Should members at any branch exceed the maximum waiting time, an alert is sent to the branch and regional managers, notifying them of the issue and giving them to opportunity to act quickly and manage the situation.
Informative reports show KPI stats at a glance as well as trended information by date, period, and location.
Reports are generated on a daily, weekly, monthly or as frequently as required and sent via email or viewed on our web dashboard. This aggregated information gives management valuable information to strategically maintain exceptional service levels at all times.
Head office can now see the analytics for each store which are transformed by the manner in which staff scheduling and engagement with management takes place.
The Scheme Rules require the Service Provider, in this case Metropolitan Health, to operate within stringent guidelines such as optimal waiting times, maximum number of abandoned tickets, and member satisfaction levels, to name a few. Service Systems offered turnkey solutions to measure and manage each of these critical data points: from door sensors to monitor walk-in centre opening and closing times, to feedback pads to monitor member experience, to queue management systems to manage the flow of members through the facility and operate within guidelines, to the implementation of an SMS complaint line.