At the IPS (Identity and Passport Service) a new approach to customer service including a Q-Matic appointment booking system has made a huge difference for both staff and customers.
Prior to the introduction of the Q-Matic appointment booking system customers simply turned up at a passport office and waited their turn.
In busy offices such as in London, it was not uncommon for customers to wait for three to four hours before being served. However, refurbished offices and new technology including the automated appointment booking system has made all the difference at IPS.
Happier staff
"The staff are much happier with the new system as customers are more relaxed when they don't have to wait for too long," said Gerald Hedger, former Regional Manager at UKPS. "The staff also feel that we are now providing a much more professional service to the customers and this improves morale," he said.
Seen within 20 minutes
With the new system IPS are able to offer half-hourly appointment blocks for customers. The number of appointments per block varies, allowing managers to match staffing availability to customer demand. As a result, managers at IPS can confidently set and regularly achieve a target of seeing 92 per cent of customers within 20 minutes of their appointment time.
In addition, the system provides a management information package including real life and historic information about customer waiting times and transaction times.
Real life information
"From a management perspective the ability to control customer service processes and to have online information available to all managers has enabled us to take a more proactive approach to customer management," Gerald said.
As customers phone the call centre, an advisor books an appointment for one of seven regional offices. The information is scheduled to update twice daily so that local offices can view the appointment list. As soon as the customer arrives, the front office advisor can call up their details on the system. The customer is asked a set of pre-qualifying questions and then directed to the waiting areas.