NEWS

System Improves Customer Service

Waiting and service times have been greatly reduced at five of the Land Transport Authority customer service centres. This was after the installation of the Queue Management System, or Qmatics.
05 May 2017 11:00
System Improves Customer Service

Waiting and service times have been greatly reduced at five of the Land Transport Authority customer service centres.

This was after the installation of the Queue Management System, or Qmatics.

The equipment has been strategically placed because they are the biggest and busiest branches nationwide, said to LTA manager customer services Reginald Karan.

The system is fully operational at LTA Valelevu, Nakasi, Lami, Lautoka and Labasa.

The Qmatic machine automatically issues tickets to customers on arrival on a first come first served basis.

“There is no more waiting in line as a digital board announces the customer ticket number who is then served immediately,” Mr Karan said.

“Prior to the installation of the ticketing system, it used to take up to three hours or even half a day of waiting before a customer was served.

“Now, customers come in, pick a ticket, and can be served within 20 minutes.”

“These waiting times reduced even further for certain transactions. We’ve seen customers being served within two minutes for driving license renewals or paying of fines.”

The automated system also allows the LTA to monitor how long a customer is being served by a Customer Service Officer (CSO).

“Through the system, CSOs are now receiving information that can improve their service to LTA customers,” said Mr Karan.

Another innovation at all LTA major outlets is the return counter that allows customers already assisted, but may have been directed to another section, to be served without having to be re-ticketed.

LTA plans to install more Qmatic machines at its remaining 18 locations throughout the Northern, Western, and Central/Eastern divisions.



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