Queue management system at the Lower Silesian Voivodeship Office
Efficient and well-organized citizen service is the foundation of effective public administration. To meet the needs of Lower Silesia residents, the Lower Silesian Voivodeship Office in Wrocław has implemented a technologically advanced queue management system. Designed and delivered by Dasoft Technologies, this solution improves the flow of visitors, reduces waiting times, and enhances conditions for both citizens and staff.
The new infrastructure allows visitors to conveniently collect tickets from kiosks or reserve appointments online. The entire process is streamlined: screens throughout the office display live queue updates, eliminating uncertainty and helping visitors navigate more easily. Introducing digital visitor management is not only an investment in service quality but also in building the image of a modern, citizen-friendly administration.
How the queue system improves service at the Lower Silesian Voivodeship Office
Long queues and lack of clear communication are common frustrations for public service users. To improve the citizen experience, the Lower Silesian Voivodeship Office introduced an innovative queue management system that automates and structures the appointment process.
Citizens can easily obtain a ticket from an on-site kiosk or register in advance online. Informational displays throughout the building indicate which desks are available and when service will begin. This brings greater transparency, reassures waiting visitors, and gives them a better sense of control over their appointment.
The system also segments visitors by service category, directing them to the appropriate desks. This reduces overall processing time and helps staff focus on providing efficient support instead of manually managing queues.
Smarter operations for office staff- digital visitor flow management
The digital system allows clerks to instantly assign citizens to service desks based on their ticket type. This eliminates misrouting, reduces confusion, and shortens service time.
Staff also gain access to real-time data on current visitor load, helping managers dynamically adjust staffing and open desks based on demand. This flexibility improves service delivery and reduces stress caused by unpredictable visitor volume.
As a result, both visitors and employees benefit from a more organized, predictable workflow. With technology as an enabler, the office becomes more functional, efficient, and citizen-focused.
Intelligent queueing in public administration
Modern visitor management goes far beyond just taking a number. The system introduced in Wrocław supports the entire service journey, from registration and automatic desk assignment to live updates on service status.
Visitors can register online or use the on-site kiosks, while large, clearly visible screens provide real-time updates. This allows people to track their position in the queue and prepare for their appointment. The system also monitors queue volume and adapts automatically to prevent congestion.
For staff, the benefits are equally clear: streamlined task management, reduced desk overload, and better work ergonomics. Access to real-time analytics gives office leadership the insights needed to optimize resource planning and day-to-day operations.
