Defence Housing Authority Islamabad Rawalpindi is one of the largest housing societies in the twin cities. Matters pertaining to property transfer as well as other resident services are managed through their customer facilitation center.  

The challenge: Manage a growing footfall

With launch of new projects, the footfall in their customer facilitation center kept increasing over time. Customers would visit for transfers, payments, documentation and thus the footfall increased with every new project. With 300 visits a day, DHA needed a solution to manage a growing number of clients with existing staff efficiently without compromising on the level of service.

Solution

Having successfully managed customer flows at a number of DHAs across the country, S-Tech was approached to streamline the customer flow. After studying the requirements and mapping the customer journeys, S-Tech’s Qmatic experts designed a process flow that successfully tick all the boxes.

The customer journey now starts at a Qmatic Intro 17 Kiosk. This 17″ touch screen kiosk displays all services offered at the facilitation center.

DHA Islamabad Qmatic

After getting a ticket from the kiosk, customers wait comfortably until their number pops at one of the Qmatic displays. Some services involve multiple steps. The Qmatic solution allows the same number to be automatically forwarded to the second desk where the process is to continue. This simplifies the task for staff and saves time as well.

The waiting area is equipped with the waiting area display. Each counters have specific counters to display the number at concerned counter. They normally call waiting customers through web terminals which is accessible through any available browser on machine. Web terminals have all the basic features like transfer the ticket from one queue to another queue, Walk Direct, Close the counter, Recall ticket number etc. They can monitor live queues status, waiting time, transaction time through web access.

Results

  • Improved customer experience and increased productivity among staff.
  • Increased capability of serving clients with existing resources.

About DHA Islamabad

DHA Islamabad-Rawalpindi has a vision of changing the face of living concepts in Pakistan through a holistic yet progressive concept of “DHA Community System” by extending a total experience in living, housing and different levels and options for investments and commercial activities under a controlled and dependable environment.