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Fed up with queuing? You won’t have to wait more than seven minutes here

New passport within the hour. Take a queue ticket and get married. Stay in your car and get drive-in service. In Georgia’s capital Tbilisi, the 14,000 people who visit Public Service Hall every day wait no more than seven minutes to get their business dealt with by 400 operators working at maximum efficiency.

Sounds like utopia, doesn’t it? But this is already a reality in the small country of Georgia, where the Public Service Hall agency has a presence in 16 cities. Just imagine having the passport authority, tax office, employment office and social services all under one roof, in an architecturally stimulating building that is a far cry from the dull public authority edifices you’re used to. Tbilisi’s Public Service Hall, for example, looks like a mushroom forest, while in the city of Mestia the building resembles a collection of large harps leaning towards one another.

Customer satisfaction levels are high – 94 percent are very happy with the service they get with the help of Qmatic’s platform Orchestra, which includes queue management, work force allocation, customer journey analysis and customer surveys.

“Georgia has a population of just 3.7 million and in terms of GDP it’s smaller than countries like Libya, Estonia and Botswana. Public Service Hall has been a success in Georgia, where the aim has been to offer everyone access to the best service, no matter where they live,” explains Oskar Fajerson, Senior Vice President of EMEA APAC at Qmatic.

“We can use Orchestra to continually measure and monitor services, to make further improvements. Effective cooperation with our distributor in Georgia, NGT Group (Next Generation Technology), has enabled us to do good business in the country, where NGT has 95 percent of the market.”

Oskar Fajerson sees major potential and an exciting future for these kinds of services both in Georgia and in other parts of the world.

“We’ve already started in Dubai, which is also investing in public service centres. I’m seeing a definite trend around the world when it comes to gathering public services under one roof. It’s important for the government to provide its citizens with the opportunity to get help with all kinds of public services quickly and seamlessly.”

The trend with Public Service Halls will primarily be developed in countries where citizens do not make their affairs online.

“We believe the trend of public authorities increasingly coordinating their services is here to stay. Such a solution becomes more appealing as services are improved and made more efficient,” concludes Oskar Fajerson.

Tbilisi’s Public Service Hall in Georgia is rather unusual looking. The architecture plays an important role here.

You don’t have to wait for months to get a new passport here. At Tbilisi Public Service Hall, it takes just one hour. And if you want to get a bite to eat while your passport photo is being processed, you can get lunch in the building’s restaurant.

“We have 14,000 visitors every day needing various kinds of assistance,” says Mariam Latsabidze, Deputy CEO at Tbilisi Public Service Hall.

Qmatic’s platform Orchestra is the world’s most robust solution on the market. In Tbilisi, Orchestra’s services manage IT security, payments and processing, video surveillance, cash handling and queue management. Meanwhile, 400 operators ensure the service runs as smoothly as possible.

Come in and get married! Public Service Hall in Tbilisi has a fast-track service for anyone who fancies getting married.

If you’re in a real hurry, you can use the Just Drive drive-in service. “Welcome!” say Oskar Fajerson, Senior Vice President of EMEA APAC at Qmatic and Mariam Latsabidze, Deputy CEO at Tbilisi Public Service Hall.

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Videocare means everywhere and anytime

Videocare means everywhere and anytime

A visit to the doctor over the internet gives more people access to care regardless of time and location. It’s not the end of having “a physical”, but it’s a great complement.

You know what it’s like, trying to get help from your local hospital for yourself, your kids or your elderly parents.

You need to take time off from work (stressful), there’s travel time (traffic horrors), you have to expose yourself to the waiting area (kids sneezing and noses running), it takes time (boring and stressful), you’re there because you do not feel great in the first place and now you feel terrible, you run into your neighbor and have to explain (possibly embarrassing). And…

It. Takes. For. Ever.

It doesn’t have to be like this, and in fact, things are looking promising. With video conferencing re-purposed for healthcare many consultations can be handled online via your smartphone or computer, especially for people suffering chronic conditions where the underlying problem has already been diagnosed.

Not only does this alleviate some of the frustrations of visiting a hospital for the patient, it also takes some of the strain off the thinly stretched resources of the clinics and hospitals. And it allows better use of resources overall, allowing medical professionals to see patients while dedicating the rest of their time to research. On top of this, it makes resources available regardless of geography balancing uneven demand and supply between regions at different times.

Video visits are quickly gaining ground globally. Here are some examples from the US and Sweden:

Setting up the structure to handle customer flow and customer journeys seamlessly between online and offline is an interesting technological and administrative challenge that Qmatic has been exploring for quite some time now. And we are happy to report; it is all looking good!

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Customer Journey: The flow of citizens, managed by PSA

Customer Journey: The flow of citizens, managed by PSA

 The Public Services Agency launched a new electronic citizen management system on April 21st, based on the virtual e-ticketing line.

The application passed the first test at the launch of the Ocniţa Multifunctional Center, and the managers concluded that this is “a modern, useful and accessible method”.

So, in order to obtain a virtual ticket from the system, the applicant must have a mobile phone to connect to the WI-FI network of the Center. Later, using the Google Chrome browser, enter the code “” and select the desired office and service.

The status information for the applicant in the system is updated online and can be viewed on the screen of the mobile phone within the coverage of the WI-FI network.

The Public Services Agency has so far opened four multifunctional centers on the territory of Moldova.

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A new level of collaboration

A new level of collaboration

After the effort made and a number of projects created according to European standards, as well as due to the considerable development of the IT field in the Republic of Moldova, Integrit Sistem has achieved the official status of a partner for the implementation of Qmatic solutions.
The company’s employees have obtained certificates confirming their ability to provide specialized services and are ready to offer them to their customers.
This promising partnership is the path to the company’s development by initiating new international projects and new services for state citizens

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Guarnieri Hospital optimizes patient journey with Qmatic Orchestra

Accredited by the Lazio Region, the Guarnieri Hospital is a multi-specialty center that provides inpatient and outpatient services (Day Hospital) focusing on various medical specialties

“We have optimized registration for our patients. Now we are focusing on new additions and the option of booking appointments from home, using your smartphone or through our website” says Giovanni Pica — Engineer and IT Manager for the Guarnieri Hospital.

The solution is based on Qmatic Orchestra with Digital Signage and Business Intelligence.

Read the full case study here (EN)

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Click & Collect helps ICA Maxi Karlstad grow e-commerce

ICA Maxi Karlstad (Sweden) is a grocery store within the Nordic retail chain ICA.
With the help of the Qmatic Click & Collect solution, ICA Maxi Karlstad’s e-commerce is increasing rapidly in popularity.

ICA Maxi in Karlstad initially ran the online store using their own solution for pick up, but have now switched to using the Click & Collect solution developed by Qmatic together with ICA Sverige AB. This spring, the stores drive thru area opened, making the process very smooth for online customers.

Store Manager Christer Johansson believes simplicity is the key. He says that the greatest benefit for the customers is that they don’t need to park and go into the store to pick up their groceries.

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University of Leuven optimizes ‘student’ journey with Qmatic

Belgium’s largest university, University of Leuven has decided to go for Qmatic Orchestra to provide better service to its many students.

Situated in Belgium, KU Leuven has been a center of education for nearly six centuries. Today, it is Belgium’s largest university and one of the oldest and most renowned universities in Europe. As a leading European research university, KU Leuven offers a wide variety of international master’s programs, all supported by high-quality, innovative, interdisciplinary research. These credentials attract students and the start of the year can be quite busy for the Central Student Administration. To be able to manage the inflow of new students and improve the ‘student’ journey the university decided to work with the Qmatic Customer Journey Management platform, Orchestra.

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Qmatic wins tender city hall of Breda

Qmatic has recently won the tender for a new solution, issued by the city hall of Breda (The Netherlands).

The cooperation between the city hall and Qmatic isn’t new but the municipality decided to look out for a new platform. Requirements were identified and soon it became clear that the functionality available in Qmatic’s Customer Journey Management platform, Orchestra, best met the listed requirements.

An important part of the Customer Journey Management platform is the Business Intelligence functionality which offers valuable insights into the operational performance, and customer journey management data allowing the municipality to identify key developments and trends.

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First city hall in the Benelux using robot to provide improved customer service

First city hall in the Benelux using robot to provide improved customer service

Qmatic supports the first city hall in the Benelux using a robot to provide service. Last month, Elvie Pepper (as the robot is called), started her first day at work at the city hall of Leidschendam – Voorburg.

In a five-month pilot, Qmatic will work with a partner, Decos, and the city hall to find out if the robot can help to improve interactions with the customers and also taking the customer experience to the next level.

“City halls are continuously looking for technical solutions to improve the customer experience. An excellent way to do this is by personally welcoming customers with a self-service kiosk. Robots are becoming increasingly important in this process.”

“We are thrilled to be involved in this project to support the city hall in achieving their innovation ambition and we are looking forward to an excellent result “, says Renze de Ruiter, Managing Director at Qmatic Benelux.

Unique solution

The robot Elvie Pepper is manufactured by SoftBank Robotics but the partnership between Qmatic, Decos and the city hall is what’s most remarkable’, says Roeland van Oers, Project Manager at Decos. “Thanks to this partnership we have been able to offer something truly unique. Although the robot is cute, the integration between the systems is the most important: the Customer Journey Management platform Orchestra, the customer contact system of Decos and the robot Elvie Pepper. This unique integration allows the city hall to really offer her citizens a revamped and improved experience.”

At the end of the pilot it will be decided if Elvie Pepper is offered a permanent contract.

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Personalized customer experiences with smart business apps from Qmatic.

Personalized customer experiences with smart business apps from Qmatic.

Empower your frontline staff and create better first impressions to ensure high quality, personalized customer experiences with smart business apps from Qmatic.

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