Queue Management System

Summary and scope

TMR has implemented customer flow management and reporting solutions at all of our 70 Customer Service Centres (CSCs) throughout Queensland to respond to increasing pressures within our face-to-face service delivery network. The current solution used by the TMR issues customers with tickets, and assists staff to manage customer queues, using a combination of self-service and concierge-managed options. Additionally, the solution provides operational reporting and statistical reporting, via data to our cloud business intelligence environment. The department is now investigating opportunities and options for replacement of the existing solution throughout the entire network of TMR Customer Service Centres because: some of the hardware currently in use is nearing end of life since installing the current system, the technology and the functionality available in this space has changed. This RFI will provide TMR with information and pricing of available solutions and technologies that address today’s continuously changing, customer-focused environment. The solution will need to meet current requirements as well as provide the flexibility to cater for future needs.