Citizen-centric public services in the Western Balkans: Webinar 3 - Setting service standards and monitoring, 5 July 2022. Presentation on North Macedonia.

1. Photo by Matteo Vistocco on Unsplash
MIOA QMS
Photo by Brian McGowan on Unsplash
Queue Management System
Use of monitoring to
improve services in single
points of services
Developed by thinker.io

2. State advisor for information systems
and technologies
Ministry of Information Society and
Administration,
Republic of North Macedonia
linkedin.com/in/nikolanikolovit
nikolanikolovit@gmail.com

3. AGENDA
1. IT Systems Overview
2. QMS Overview
3. System Architecture
4. Appointments
5. Ratings
6. Monitoring
7. Reports
8. Future work

4. IT Systems Overview

5. IT Systems Overview

8. QMS OVERVIEW
MIOA QMS is a system developed for the Ministry of Information Technology and
Administration to be used in the Single Point of Service institutions for clients
queue management
It is highly scalable solution intended to be used in almost every government
institution that require client queue management
MIOA QMS has multiple modules including on-premises client queue
management, appointment booking, service quality rating, extensive reports about
workers performance and real time monitoring of location and counter utilization

9. SYSTEM ARCHITECTURE
● The system is divided in to separate applications
i.e. public and private application
● The private application is intended for system
administrators, counter workers, security guards
and observers, while the public application is
intended for clients where they can view info
about the institutions and their services, book an
appointment, rate the service quality and overview
some simple cumulative reports about ratings
given from the clients
● The system is hosted on cloud and a simplified
diagram of the system architecture is presented
on the image below

11. APPOINTMENTS
● Clients can make appointments using the public web
and mobile application
● Appointment creation requires sign in via national SSO
system (eID)
● There are many configuration properties for the
appointment module that gives the administrators of
the system ability to tailor the flow of appointments for
each location separately
● Appointments are managed by the system in a way
that appointments have precedence over tickets
printed on-premise

13. RATINGS
● After the ticket / reservation has been served
(finalised), every client can leave rating for the
service quality that they received
● Users can rate the service quality by scanning
the QR code printed on their tickets
● If a user was served by creating appointment,
he/she can leave rating by logging in the system
and checking out their reservations
● Rating questions and type of responses can be
configured by the administrators of the system
● The results from the rating can be examined in
the reporting module of the system

14. MONITORING
● Administrators of the system can monitor counter workers and service
utilization in real time using the monitoring module
● Monitoring module presents in real time data about:
○ Active counters
○ Information about logged in counter worker
○ Last summoned ticket as well as time it was summoned
○ How many clients are waiting for specific service
○ How many clients have been served
● Graphical real-time representation of the location state such as counter
workers performance over time and count of tickets generated and served

15. REPORTING
● System supports generation of many extensive reports about tickets
generated in the system and their state change, as well as performance of
counter workers and services utilization
● Many report types with extensive filtering
● The system supports multiple exporting format so administrators can make
additional analysis using other analytics softwares

16. FUTURE WORK
● Integrations with other government services
● More detailed reports and monitoring about efficiency and performance of
counter workers
● Implementation in all government institutions

17. Questions?
linkedin.com/in/nikolanikolovit
nikolanikolovit@gmail.com