I.T. Co. has developed an electronic queue management system for the Pension Fund Department in St. Petersburg Kalininsky district of the Russian Federation. The system is now operating commercially, and the first days of its operation have already brought substantial positive results as the new platform makes the everyday routine harmonious and orderly.
The Kalininsky district is the most highly populated one in St. Petersburg. The state-owned enterprise, the Pension Fund Department in St. Petersburg Kalininsky district is one of the largest in the Northern Capital as it serves about 140,000 retirees and 26,000 individuals and legal entities. More than 700 persons contact the Department every day on numerous issues.
The decision to implement an electronic queue management system was taken by the Department authorities to make the services offered to the citizens more efficient. Among the advantages of this solution, one can name the possibility to tune up the client flow management algorithm, gathering statistical data of the operators' work and the flow intensity, creating new client service techniques based on the data gathered, etc. The social driver is of equal value as the electronic queue management system makes it easier for the people to communicate with the public servants. It should be also taken into consideration that the clients of this state department are golden age people, who can't bear physical and moral stress.
The contractor was chosen by competition. Taking into account all the parameters, the I.T.'s proposal was considered the best one: it proposed to implement the electronic queue management system based on the solutions developed by Q-MATIC, a well-known Swedish company.
In the framework of the project, the I.T. specialists installed in the presence chambers of the Department a customer terminal device for printing out queue coupons, 28 small monitors (for each operator), and 4 large screens displaying the general information. It took the developers a little more than a month to put the queue management system into commercial mode. The overall project cost was 2 million roubles.
“The electronic queue management system has expedited receiving and serving the clients and removed the customers' and employees' emotional stress distributing the workload evenly between the operators and providing public service more convenient”, says Vitali Filippov, head of the Administrative Group of the Russian Federation Pension Fund Department in St. Petersburg Kalininsky district.