Qmatic has won a six-way tender to provide Wakefield Council with a new queue management system at its new Customer Access Point, which will provide a one-stop-shop to local services.

More than 1100 employees have been relocated into Wakefield’s new fit-for-purpose building, ‘Wakefield One’ as well as a number of local council services including Council Tax and Benefits; Licensing; School Admissions; Planning and Building Control; General enquiries and street scene services. The reception services in the Customer Access Point will also provide front-of-house signposting, reporting and general visitor management.

The contract, which is in excess of £100,000, plus a five year support package is to provide Qmatic’s full suite of customer flow technology, which includes customer journey management, account adviser bookings, self-service, ticketing, displays and management reporting.

Planning and configuration is already underway, using a PRINCE II planning process, to ensure a seamless customer journey from the moment they enter the new council offices to being seen by a customer advisor, through to resolution of enquiry.

Debbie Joyner, Customer Services Improvements Manager at Wakefield Council comments: “Our next step is to consider the type of management information we need from the system. We have targets in terms of waiting times, but to date there has been little in the way of recording this information. The Qmatic system should be able to help us analyse queue times, average time to handle an enquiry and ascertain peak customer flow where we may need to deploy extra advisers.”

David Anahory, CEO of Qmatic commented: “Many local councils are moving towards joined-up services. As a result, more services are being relocated into Council offices which leads to an increased number of visitors. This is one of several installations we have carried out recently which enables local councils to manage customer flow and evaluate their service levels with accuracy.”

www.qmaticsolutions.co.uk