Customer Experience Featured Article

Abu Dhabi Education Council's Finds Order with New Customer Management System

September 12, 2014

Does the idea of visiting of a government office make you nervous because of the long waiting time to reach the right person? The picture is more or less same around the world because of the high importance and demand of these places. It seems Abu Dhabi, the capital city of UAE, is all set to grow beyond the stereotype. In an effort to offer a hassle-free customer experience to the visitors at its ADEC office, the authorities have implemented a sophisticated Queue Management System in the office customer service area.

Abu Dhabi Education Council (ADEC) is the authorized body responsible for implementing and developing educational policies in the UAE. In addition, it also conducts researches and surveys to provide guidance to the educational institutions in their educational reform efforts.

Because of its tremendous importance, ADEC office experiences high footfall on a day to basis. The office is reportedly visited by the representatives of reputed institutions as well as other stakeholders. Irregular queues and long waiting time are what turn their visits into ordeals for the ADEC visitors. Then due to the crowd, it becomes difficult for the authority to evaluate staff performance regarding their interactions with the stakeholders.  The authorities hope that with the newly implemented queue management system, they will be able to properly address these customer experience shortcomings at the ADEC office.

Designed and installed collaboratively by Wavetec and Viosionaire, the new solution is comprised of a complete Wavesphere customer flow management solution. According to Wavetec website, the solution includes a range of customer touch points such as printer and touch screen kiosks that help organize, engage and measure the customers’ entire journey from the point it enters the service area to the point when the customer leaves.

ADEC officials said that the customer service kiosks at the reception area attracted a lot of attention from the existing and prospective clients.

Also appreciated was the Pitch 4 Video Wall that has been designed to display information and high resolution images in bright and high contrast hues.

The touch screen kiosks allow customers to collect a ticket for appointment. Equipped with multifunctional software, the kiosk allows the visitors to easily choose a service category they are interested in.

The kiosk lets the visitors register their names and upon registration, they are automatically placed in a virtual queue. Each visitor is provided with a unique identification number.

When their turn comes, the visitors’ names are announced through LED display as well as ceiling speakers. For the waiting customers to learn about their queue status, there is a plasma screen

Key to the functioning of this customer flow management system is its Auto-next capabilities to govern the customer calling algorithm. The Auto-next feature allows the operator to maintain an automatic and seamless flow of customers, ADEC officials said in a statement.

The solution comes complete with a comprehensive reporting system which enables the officials to track and enhance their operational efficiency.

The solution was implemented in a weeks' time and now allows ADEC to manage the flow of their customers in a much organized manner, officials acknowledged in a news statement.

Edited by Alisen Downey

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