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System of management of queues ATENEO

  • Summary:
    Management system of open source queues for use in Public Administrations
    Target audience:
    AGE
    Agencies Responsible:
    Finance ministry
    Secretariat of State of finance
    State Agency for tax administration
    Usage:
    Installable product
    Contact:

    Luis Joe Utrera Molina. R.Informatica.Andalucia@correo.aeat.es

    Type of Solution:
    Open source application
    Status of the Solution:
    Introduction
    Organic Area:
    State
    Technical Area:
    Websites, electronic headquarters and attention to the citizen
    Functional Area:
    Government and the public Sector
    License:
    EUPL (European Public License)
    Interoperability level:
    Organizational
    Programming language:
    JAVA
    Operating system:
    Windows

    Description

    Ateneo is an application for assisting the helpdesk adaptable to different work environments, through a flexible and efficient use of the queue management and obtaining information concerning the activity. Allows To improve both the satisfaction and comfort of users as personnel involved in your care, providing tools of analysis and control of service. The application can be used in all types of organizations, which can be adapted through configuration to the needs.

    Thus, according to the physical characteristics of sites for the attention to the public, may be installed in small spaces with few operators or deployed in large spaces with a multitude of posts, defining one or several waiting rooms and one or several areas of focus. You can even use without queue management, with the aim of activity data from the operator. Similarly, when organising queues you choose to meet demand to users, use appointments hours (management of holes) or use an agenda of previous appointment (which is not part of the project). Each queue is decided as will be managed, including mixed form between the previous possibilities. For the issuance of ticket to users can be installed a post manager attended by a person and also use a device self-service, so that the user can manage your appointment. Once obtained users are directed to a waiting room where await with comfort to be cared for by automatic calls on the monitor, with possibility of use of voice. All screens that uses the user can be translated, both in a quarry as in the monitor, as well as the phrases using voice.

    It is also important to the possibility of control of the activity of the service and react modifying aspects of real-time operation such as the opening/closing of queues, allocation of queues to operators, etc. are retains information about the activity of the service of both the day as historical data, providing statistical tools for analysis. This information can be sent to centralized locations for its comparative analysis with other offices. In any case, when deciding the organizational model of the office will have to take into account the needs and carry out an analysis of the possibilities offered by Theatre, cultural centre to make appropriate choices before starting your installation and configuration final.

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