A Three-Tier Integrated Queue Management System: Optimized Service Delivery for Land Transportation Clients

Optimization of client satisfaction and faster services are the main goals of any service-oriented government organization. However, the land transportation agency in Eastern Visayas Region of the Philippines experience challenges in the management of its flow and processes, as the methods applied are static and traditional. This study aimed to streamline these challenges encountered by clients and employees through the implementation a three-tier queue management system utilizing the agile model incorporating iterative phases of planning, design, development, and testing, with inputs from users’ feedback. The evaluation comprises 115 participants composing supervisors, information and communication technology experts, staff, and service clients; mixed quantitative surveys with qualitative usability feedback for user-centric improvement using technology acceptance model and ISO-9126-4 frameworks. The results showed a consistently high score on key criteria, namely, perceived ease of use, structure & layout, relevance, functionality, interactivity and completeness with scores ranging from 4.65 to 4.80, which falls into the highly effective level. Findings represent the strength of the system and design strategy toward reduction of wait times, enhanced transaction flow and processes, and improved transparency. Further findings showed that the three-tier queuing system is beneficial to land transportation agency in fine-tunning their operational processes and increasing revenue.