Ipswich City Council
A concierge welcome. Service where customers are.
A concierge-led queue management approach that helps council staff organise arrivals and bring service to the customer.
THE SERVICE NEED
The challenge
Council visitors arrive with a wide range of requests. A concierge-led approach helps identify the required service and give each visitor a clear next step.
The QRight solution
Ipswich City Council uses QRight for concierge queue management. Its configuration document centres on a staff-move-to-customer model: concierge identifies the service needed, creates a ticket and records the customer’s location so staff know where to attend.
The customer journey
A visitor approaches concierge, explains their request and is directed to a seat or service location. Staff use the queue information to attend the customer. The documented workflow also provides for transferring complex enquiries to a specialist service area.
What changed
The service model connects the concierge welcome with staff assistance at the customer’s location. The configuration specifies reporting on waiting, service and transfers; detailed requirements and outstanding changes remain subject to implementation confirmation.