Bhubaneswar: As part of efforts to further improve customer engagement and cut waiting time, the Odisha government has introduced smart queue management system in eight more Regional Transport Offices (RTOs).
The system, which was earlier introduced in 15 RTOs, has now been implemented at Malkangiri, Boudh, Gajapati, Nabarangpur, Phulbani, Rayagada, Baripada and Chandikhol RTOs, sources said.
The system ensures better customer engagement, less waiting time, catalysing higher customer satisfaction. This facility is the first of its kind in departments of Odisha government.
“It is hassle free and robust for the end-to–end automation to manage the queue of the customers who come to avail different services. The system simplifies and fast tracks the process of issuing licence, registration of vehicles and tax payment,” according to Dhananjaya Senapati, Additional Commissioner Transport (Technical)
The facility was implemented with an initial investment of Rs 2.18 crore in 15 RTOs. To begin with, the system was introduced in Bhubaneswar followed by Cuttack (Track) and RTOs in Balasore, Bhadrak, Angul, Ganjam, Sambalpur, Rourkela, Bolangir, Dhenkanal, Keonjhar, Bargarh, Jharsuguda, Deogarh and Sonepur. The work is under progress in more RTOs.
The system acts as an effective crowd management tool for the executives, reducing and effectively distributing their load. Proving its multifaceted characteristics, the system emphasises the ease of governance and the accomplishment of high customer satisfaction, an official said.
Under the system, when an applicant visits the office, a token is generated. The citizens need not stand in queue. They can comfortably sit inside the office for their turn. There would be display system at all the counters to announce the token numbers. The applicants can know the approximate waiting time for getting the service through predictive forecasting by the system. The citizens will receive notification for their service from time to time.
