The document discusses a case study of a queue management system implemented by the Ministry of Foreign Affairs in Romania to manage customer service at its consulates. The system aimed to offer the highest standard of service according to EU norms and provide a quick, half-automated service using web forms and passport identification. It resulted in a 38% decrease in waiting times, a 23% increase in staff efficiency, and the ability to serve 1/3 more customers daily across 50 countries on 4 continents, serving over 1.8 million customers a year. The system features touchscreens, printers, barcode scanners, and passport readers to automate processes like appointment booking, queuing, and customer identification.

1. MANAGING CUSTOMERS
from
WASHINGTON
TOKYO
to
MINISTRY OF FOREIGN AFFAIRS - ROMANIA
CASE STUDY
#GOVERNMENT & PUBLIC

2. PROJECT
PURPOSE
#1
#2
Offer the highest standard of service on
the Consulates of Romania according
the European Union norms.
Provide a quick and half-automated
service, using web-based form filling
a n d p a s s p o r t b a s e d c i t i z e n
identification.
„ FACTS
& FIGURES
4 continents
50 countries
More than 1.8 million customers in a year
Nearly 38% decrease in waiting time
More than 23% increase in staff efficiency
1/3 more customers served daily
Customer Service Representative - London, UK „
Service has become
faster, smoother and
more straightforward.
People are loving it.

3. HARDWARE
FEATURES
19” touchscreen display
3” thermal printer for queuing ticket printing
Barcode scanner for the pre-filled forms
Passport reader (with biometric chip reader)
for citizen identification
A4 document printer (optional)
Robust metal housing
SOFTWARE
FEATURES
Appointment booking
Service selection and ticket printing
Optimal distribution of the customers among staff
Customer identification (passport, barcode on the form)
Virtual queuing
Digital signage integration
Management reporting and statistics
Safe and secure communication

4. WE ARE THE EXPERTS
OF CUSTOMER SERVICES
ONLINET GROUP is a leading European
innovator of Queue Management Systems. We not
just design, develop and manufacture, but we shape
the future of this technology. Used on 4 continents,
from Washington to Tokyo, our systems creates
efficiency, improves productivity and increase sales.
We supply the Banking, Telecommunications, Retail,
Healthcare, Governmental, Hospitality, Transport and
Education sector.
www.onlinetgroup.com