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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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