Wish it would bbe adopted in many public offices KQ at BArclays plaza have this system in place its awesome On Thu, Aug 2, 2012 at 8:58 PM, John Kariuki <ngethe.kariuki2007@yahoo.co.uk

wrote:

James, You are right. There is too much unnecessary hustling in queues in this country.Such hustling,in my view, is incompatible with our own VISION 2030 as time wasted could be used more productively. So, if we have no better idea,it may help to just copy and paste from those institutions who already have such a system. I know of two,CHARTIS Insurance and Air-Tel, Sarit Centre.

John Kariuki

*From:* James Kagwe <kagwejg@gmail.com> *To:* ngethe.kariuki2007@yahoo.co.uk *Cc:* KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> *Sent:* Thursday, 2 August 2012, 18:50 *Subject:* [kictanet] RRA queuing system

Evening all,

I watched the Rwanda ICT documentary last night on Citizen and was mesmerized at the simple queuing system they have put in place at RRA. The system is quite interactive and people just print their queue numbers using a touch screen by themselves. One may choose to wait for number to be called or may take off and do other things as long as he's back before his queue number is reached. I wish this could be adopted in public offices in Kenya especially KRA, immigrations, registration of births etc where people waste many hours queuing everyday.

regards, James

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Mark, On 8/3/12 10:38 AM, Mark Mwangi wrote:

Throwing technology at a human problem will not make it go away.

Is the glass half-full or half-empty?. I would prefer to say, "using technology to improve efficiency" is the objective. Efficiency is two way; 1. From the walk-in customer point of view i. How long does it take to be served 2. From an organizational point of view. ii. Efficiency of service delivery In the absence of such systems, it is difficult to enhance efficiency in such a workplace. Such systems can provide you useful data such as; 1. What are most issues being resolved about 2. What are the average wait times 3. Are the resources provided adequate (HR, computing, etc...) 4. etc It is through such information that an organization can make improvements and adjustments to better serve its customers. For instance, it would be possible to know if there are fewer agents at the counters and what times of the day. It would be a simple option where an extra agent is brought it to assist during the peak times. The impact that would have would be priceless to the organization. Regards, Michuki.

Mark/Michuki You are both right (Sort of). Technology definitely helps in the efficiency part and analytics that measure so that you can improve processes. The human factor is also critical because technology is an enabler not the silver bullet for poor customer service. It doesn't matter how good the technology deployed is to handle processes. If the human factor is missing then it would not be worth the investment. Self-service however is another matter. Take Google for example, with their fully automated Ad Network. You don't need any human interaction to place your ads, track them and measure ROI. But guess what? You still have to go through a tutorial which is usually done through a video on YouTube. And you guessed right...Its humans behind the video. I think the big issue here is that we suffer from deplorable customer service across most industries in Kenya. It's like we have come to accept it as a matter of course and this must stop (and all of us have a role to play in this). I always like to give the example of a Kenyan company that seems to have gotten it right. Auto Assured, a vehicle rescue company. Over the 7+ years I have used them I have always gotten consistent good service. And here is the Holy Grail of customer service - CONSISTENT GOOD SERVICE. They do it almost effortlessly. I once asked the MD what the secret is. His answer:- The right culture, incentives and Training, Training, Training. My two cents Ali Hussein On Fri, Aug 3, 2012 at 5:19 PM, Michuki Mwangi <michuki@swiftkenya.com>wrote:

Mark,

On 8/3/12 10:38 AM, Mark Mwangi wrote:

...

Throwing technology at a human problem will not make it go away.

Is the glass half-full or half-empty?.

I would prefer to say, "using technology to improve efficiency" is the objective.

Efficiency is two way;

1. From the walk-in customer point of view i. How long does it take to be served

2. From an organizational point of view. ii. Efficiency of service delivery

In the absence of such systems, it is difficult to enhance efficiency in such a workplace.

Such systems can provide you useful data such as; 1. What are most issues being resolved about 2. What are the average wait times 3. Are the resources provided adequate (HR, computing, etc...) 4. etc

It is through such information that an organization can make improvements and adjustments to better serve its customers.

For instance, it would be possible to know if there are fewer agents at the counters and what times of the day. It would be a simple option where an extra agent is brought it to assist during the peak times. The impact that would have would be priceless to the organization.

Regards,

Michuki.

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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.

-- *Ali Hussein|Managing Partner* * *Telemedia Africa Azania Technology Group Chaka Court, Argwings Kodhek Road P O Box 14556-00100 Office: +254 737 751409 Cell: +254 773/713 601113 *Nairobi, Kenya* Twitter: @AliHKassim Skype: abu-jomo "You generally hear that what a man doesn't know doesn't hurt him, but in business what a man doesn't know does hurt.". - E. St. Elmo Lewis, member, Advertising Hall of Fame