Solution Brief: Reimagining government services for the digital age

Modernize check-ins, queues, and service delivery

Government agencies are under immense pressure. Tight budgets, administrative staffing shortages, and rising citizen expectations are straining resources. That's why forward-looking agencies are turning to Elo's durable self-service kiosks and Qmatic's intelligent queue management platform to enable greater efficiency, reduce administrative burden, and provide a better overall service experience.

Common challenges include:

• Missed appointments and inefficient check-ins
• Disorganized waiting areas and extended delays
• Lower throughput and declining citizen satisfaction

What is a queue management system?

A queue management system (QMS) is more than just a digital line, it's a science-backed strategy to optimize service delivery, reduce wait times, and guide citizens through government services efficiently.

Using real-time data, it dynamically adjusts flow, allocates staff, and ensures each visitor has a clear, transparent experience from entry to exit.

Qmatic's value

• Queue management platform: Advanced system for digital queuing and appointment scheduling
• Mobile alerts & virtual queueing: Allows citizens to wait from their car or outside the facility via SMS notifications
• Real-time dashboards: Provides staff with live visibility into traffic flow, wait times, and service demand
• Data & reporting: Backend analytics support process optimization and better resource allocation

Elo's value

• Self-service kiosks: Durable, ADA compatible touchscreen displays for citizen check-in and information access
• Form completion & ID scanning: Enables visitors to complete forms or scan IDs at the kiosk, reducing manual processing at the counter
• Front-end efficiency: Speeds up intake by digitizing high-volume, repetitive tasks to free up staff for complex needs
• Proven partner in self-service: Elo brings 50+ years of innovation to secure, scalable self-service hardware

"Combining Qmatic's flow intelligence with Elo's interactive technology enables a seamless, human-centered experience from arrival to service — designed to reduce friction, elevate satisfaction, and deliver measurable impact."

—Paul Paez, Vice President of Sales, Americas

Proven operational gains

• Elo's kiosks reduce repetitive workloads, allowing staff to focus on more complex, human-centric support.
• Agencies report that the average wait times at their office were reduced by 75 percent.
• Queue transparency and better workload balance have improved staff morale and reduced burnout.
• The system enables agencies to do more with fewer people, freeing skilled staff from routine administrative tasks so they can focus on the work that truly matters.

The hidden costs of inaction:

• Delayed payment and permit processing can lead to significant revenue loss.
• Manual, inefficient workflows strain staff and reduce service quality.
• Lack of queue visibility and control erodes citizen trust and satisfaction.

Why Elo + Qmatic

This is transformation, not just tech. Elo and Qmatic empower state and local governments to enhance the citizen experience across every touchpoint, maximize staff output without hiring more headcount, and preserve (and grow!) fee-based revenue through improved throughput. These solutions set a new standard for citizen service— digital, human-centered, and future-ready.

To learn more about Qmatic's queue management platform, please visit qmatic.com

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