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System of queue management ATENEO

  • Summary:
    Management system of open source software for use in Public Administrations
    Target audience:
    AGE
    Responsible Agencies:
    Ministry of finance
    Secretariat of state for finance
    National tax administration agency
    Usage:
    Product installable
    Contact:

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

    Type of Solution:
    Implementation of Open Sources
    State of the solution:
    Introduction
    Organic Área:
    State
    Technical Área:
    Web sites, electronic headquarters and citizen attention
    Functional Área:
    Government and Public Sector
    License:
    EUPL (European Public License)
    Interoperability level:
    Organizational
    Programming language:
    JAVA
    Operating system:
    Windows

    Description

    Ateneo is an application for assistance in the service of attention to users adaptable to different work environments, through a flexible and effective use of the queue management and collection of information regarding the activity. Allows you to improve both the satisfaction and comfort of users as of personnel involved in their care, providing tools for analysis and control of the service. The application can be used in all types of organizations, which can be adapted by setting to existing needs.

    Thus, according to the physical characteristics of places for the public, may be installed into small spaces with few operators or deployed in large spaces with a multitude of posts, defining one or more waiting rooms and one or several areas of focus. You can even use without queue management, in order to obtain activity data from the operator. Equally, when it comes to organising the tails you can choose to meet demand to users, use hours set appointments (management of holes) or use an appointment (that is not part of the project). Each tail decides how it will be managed, even of mixed form between the earlier possibilities. For the issuance of ticket to users can install one Manager attended by a person, and also use a device, you'll so that the user can manage your appointment. Once granted, users are directed to a waiting room where await with comfort to be addressed through automatic calls on the monitor, with possibility of use of voice. All the screens that use the user may be translated, both a quarry and 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 by modifying aspects of real-time operation such as the opening/closing of queues, allocation of queues to operators, etc. keeps information about the activity of both service of the day as historical data, providing statistical tools for analysis. This information may be remitted to centralized locations for comparative analysis with those of other offices. In any case, in deciding the model of organisation of the office have to take into account the specific needs and make a preliminary analysis of the possibilities offered by The Ateneo, to make appropriate choices before installing and configuring final.

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