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| Solution Scenario
The client
Interactive helpdesks for a government transport agency whose aim to facilitate road safety and general law enforcement by maintaining registers of drivers and vehicles, and to collect vehicle tax.
The technology
As motorist number increase, waiting time to see an adviser was long, typically in the region of 40 minutes per customer during busy month-end periods. The agency implemented kiosks across all its centres, using V212 wireless access clients to provide a touch-screen system. By utilising the wireless capabilities of these devices, the kiosks could be situated anywhere in the centre, without the need to install network cable. Each kiosk allowed a driver to work through a series of questions, quickly determining what action they need to take to resolve their issue.
The benefits
Drivers are able to use the system to check which documents they require before waiting, rather than having to speak to a staff member. This has improved efficiency as drivers no longer needed to wait, only to find they did not have the correct documents, or that they were required to complete further forms. As a result of deploying this technology, waiting times at busy periods have decreased considerably. By improving efficiency, staff costs have been reduced, enabling the agency to re-coup the initial investment in the system. |