Although the JMPD has utilised the Qmatic customer flow and queue management solution for over 10 years, Emerge Customer Flow Management (Emerge Queue) has been supporting the JMPD since Emerge Queue became the sole solution provider for Qmatic within South Africa and surrounding countries.
The Qmatic system was originally installed at Loveday Street, in October 2001. The Loveday branch was applauded by both government and the public for the improvement in customer service after the implementation of the Customer Flow Management solution by Qmatic.
The Qmatic system was decommissioned when the department moved its office to Langlaagte in 2011.
Emerge Queue sponsored the move of the Qmatic system from the Loveday branch to the Langlaagte branch, as part of its social responsibility.
Eugene Swanepoel, Managing Director at Emerge Customer Flow Management, stated: "JMPD is one of the oldest Qmatic clients in SA. Emerge Queue assisted them in the move of the system to Langlaagte because of their budget constraints. Qmatic's quality and longevity of their hardware has proved itself with this installation. The initial installation of all the Qmatic hardware at Loveday Street was completed in 2001, and to date, no hardware has even been replaced and is still currently in operation at Langlaagte. JMPD was also the first licensing department in SA that runs on the best practice model on document and client flow processes."
Karlie Heidt, Head of Licensing at Langlaagte Licensing, adds: "I would like to express my appreciation to all from Emerge involved in the removal from the Loveday Street offices and the reinstallation at Langlaagte testing station offices of the rather antiquated Qmatic Queue Management System. When we initially started with the project, I had serious doubts that you would get the system to operate; however, after much persistence, a lot of hard work and a little luck, the system is now operating close to perfectly. This is a credit to Emerge and their professional team. After having worked with Emerge for approximately 10 years, I could expect nothing less."
The Customer Flow Management system is currently installed and operational on the ground floor, which processes documents, tickets, vehicle registration and licence renewals.
With LED displays and voice announcements, customers are always informed as to the process and their queue position. Estimated waiting times are also displayed at the information desks.
With 11 counters installed in the queue management system, clients are serviced quickly and efficiently.
On the first floor at Langlaagte, there are an additional 16 counters servicing drivers' licence renewals, card collections, licence bookings and cashiers. The first floor is currently in the process of "going live".
Share
Editorial contacts