Western Cape Government
The Lowdown
Being an agile, flexible and competitive service provider, we are able to offer the Western Cape Government complete customised solutions to their varying requirements at Citizen walk-in centres across the province.
5 Questions Survey Pads
Survey pads pose key performance-based questions in a simple and easy format with our Citizen Feedback Pads, providing a convenient and unobtrusive way for their visitors to give insight into their experience.
Virtual Queue Management
Custom designed to create order at WCG walk-in centres, providing Citizens with numbered tickets that are called audibly and visually, in the order in which they arrived for the specific service, by the next available agent who is able to assist with the Citizen’s enquiry.
Our Cloud Queue Management System helps WCG improve their visitor flow and increase staff performance at their First Thursday events, laying the groundwork for an excellent Citizen experience!
The Cloud system is fully mobile and accompanies the Premier on outreach events in various communities. In addition to the on-site benefits, we operate an event feedback survey and provide this information to the relevant stakeholders.
Detailed Reporting
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.
Management can now see the analytics for each store which transformed by the manner in which staff scheduling and engagement with management takes place.
Maximum and acceptable waiting time thresholds are set for all walk-in centres. Should Citizens in any store breach the maximum waiting time, an alert is sent to the walk-in centre manager and relevant area and regional managers notifying them of the issue, giving them the opportunity to act quickly and manage the situation.
Overall Improvements & Benefits
Data, which was previously unavailable to WCG management, highlights important metrics from various walk-in centres such as waiting times, assist times, and number of visitors per service. In conjunction with Citizen Feedback data, this gives WCG management the tools to ensure they are providing the best possible experience to Citizens at all times.