Example setups · Public offices, banks and money
Passport and document centre
For a private document service centre where applicants arrive with a file of papers, most have a booked slot, and every one of them walks through four counters.
The setup
Lines and what people choose
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Document check walk-in + bookings
About 8 min each · up to 60 waiting
- New application
- Fresh passport 10 min
- Renewal 8 min
- Police clearance certificate 8 min
- Attestation of documents 6 min
- New application
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Photo and biometrics walk-in
About 6 min each · up to 40 waiting
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Final check walk-in
About 10 min each · up to 30 waiting
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Collection walk-in
About 3 min each · up to 30 waiting
- Collect documents 3 min
- Ask about an application 5 min
Desks
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Check 1
Calls from Document check
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Check 2
Calls from Document check
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Biometrics booth
Calls from Photo and biometrics
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Final check desk
Calls from Final check
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Collection counter
Calls from Collection
Team
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Centre owner Owner
Sets up the lines, the hours and the team.
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Centre supervisor Manager
Watches the Live Board, checks in a booked applicant whose phone has died, and changes which lines a desk calls from when the document check fills.
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Document checker × 2 Staff
Checks papers at Check 1 or Check 2 and sends the applicant onward.
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Biometrics operator Staff
Takes the photograph and fingerprints.
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Final checker Staff
Reads the completed file once more before it is submitted.
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Reception Staff
Adds applicants who have not booked, answers what to bring, and reminds booked applicants to press I am here on their phone.
Ticked: Front desk
Visits with several steps
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Fresh passport application
A fresh application goes from the document check to biometrics and then to the final check, each step called in order without the applicant joining a line again.
For Fresh passport
- The service itself
- Go to Photo and biometrics
- Go to Final check
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Renewal
A renewal needs no new photograph unless the old one is rejected, so after the check the clerk chooses whether biometrics comes first.
For Renewal
- The service itself
-
Choose one
— the desk that finishes the step before chooses
Straight to final (default)
- Go to Final check
Photo again
- Go to Photo and biometrics
- Go to Final check
The day
Hours, the TV and the poster
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Opening hours
Monday to Saturday, 9:30 am to 5:30 pm; Sunday closed.
Add public holidays and days when the centre has a systems shutdown as closed days. Anyone who booked on those days is listed so you can cancel or keep each one.
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TV display × 2
The token being called and the counter to go to, for every line.
In the waiting hall, facing the rows of chairs.
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QR poster
At the entrance and on the reception counter, with a line telling people to bring their original papers.
Tips
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Let people book a slot for the document check.
Document check takes bookings for today and the next six days, and walk-ins on the same line. A booked applicant presses I am here on arrival; until then Call Next passes over them. Walk-ins fill the gaps between booked people.
How it works → -
Run the three steps as one visit.
A process takes the applicant from check to biometrics to final check. The next desk sees them as soon as the one before completes, and the applicant's page says where to go.
How it works → -
Use a second TV for the biometrics area.
Show the same tokens on a second screen near the booth, so people sitting outside the hall still see their number.
How it works → -
Booked applicants are reminded in the app.
A booked applicant gets a reminder in their inbox in the customer app, the evening before and an hour before. Do not promise a text message; tell them to keep their page open.
How it works →
The plan
Fits on Standard
The smallest plan that holds this setup, worked out from its size and what it uses.
- Lines 4 of 30
- Desks 5 of 15
- People 7 of 30
- TV screens 2 of 5
- Uses booking Plan Basic and up
- Uses managers Plan Basic and up
- Uses the Front desk, Urgent and Run desks abilities Plan Basic and up
- Uses waiting times in Insights Plan Basic and up
- Uses multi-step visits Plan Standard and up
How to set this up
From sign-up to your first visit
- Sign up from this page and step 1 opens with Something else already picked. Set up your business
- At step 2, name your lines: Document check, Photo and biometrics, Final check, Collection. Set each one's type and usual time. Lines, services and desks
- At step 3, add your people and desks: Check 1, Check 2, Biometrics booth, Final check desk, Collection counter. Your team, roles and leave
- Open Set up › Services and build each line's menu as above. Lines, services and desks
- Open Processes and build Fresh passport application and Renewal . Processes: visits with several steps
- In Settings, set Opening hours and add closed days. Opening hours, closures and special days
- Open Displays, pair the TV and choose what it shows. TV displays
- Print the poster from Settings › QR code and poster and put it up. Posters, links and QR codes
Set up your passport and document centre today
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