Perth & Canberra Passport Offices
A virtual queue for passport services.
A customised queue workflow for DFAT, giving visitors mobile queue updates as passport demand returned after international borders reopened.
THE SERVICE NEED
The challenge
Following the reopening of international borders, passport offices experienced long physical queues. DFAT engaged QRight to help manage the waiting experience at the Perth and Canberra locations.
The QRight solution
The QRight team designed a customised virtual queue workflow with live mobile queue status, estimated wait information and SMS updates. Display screens helped visitors identify the ticket being called and the relevant counter.
The customer journey
Visitors join the appropriate service queue, follow their place and receive queue updates. The workflow reduces the need to remain in a physical line while keeping visitors connected to the service point.
What changed
The project introduced a mobile waiting experience supported by customer calling and display information at both passport offices.