Queensland Transport Warwick Customer Service Centre manager Tracey Hamill with the new Q-Matic system.
Queensland Transport Warwick Customer Service Centre manager Tracey Hamill with the new Q-Matic system.

Transport customers log into line

IF you have rushed into Queensland Transport recently and were baffled by a computer at the entrance it is just the new system to manage customer flow.

Not all customers have been receptive of the change, especially if there are no other customers in the room.

“It just seems to be a waste of time if there is only one other person in there,” Rose City resident Peter Wright said.

“If it is really busy it probably makes sense but when there is no one else there it just seems stupid.”

But Warwick Customer Service manager Tracey Hamill said it was important to use at all times for their statistics and to educate customers for the occasions it was really busy.

“The Q-Matic system is a customer flow management tool,” Mrs Hamill said.

“It is a part of a statewide roll out and Warwick was one of the first in our region.

“If they don't get their ticket we find they are getting lost.”

Ms Hamill said the touch screen system was very easy for customers to select what service they required and then they were supplied with a ticket.

“It definitely has its benefits...it's very easy and user friendly which allows people not to have to queue,” she said.

She said they had elderly customers collapse in busy periods where they were waiting in line for 15 minutes or more.

The system allows Ms Hamill to track what inquiries come through, the amount of customers each day and also manage how long customers wait for service.

“There have been negative responses unfortunately to the customer service representatives,” she said. “It is just the unknown for people who aren't technology focused.”

Another highlight of using the machine is for customers who have a quick inquiry like renewing registration they can get fast-tracked through the system.



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