Example setups · Public offices, banks and money
RTO (transport office)
For a transport office where licence applicants, vehicle owners and agents all want the same few counters, and nobody can tell which window a token belongs to.
The setup
Lines and what people choose
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Licence walk-in + bookings
About 8 min each · up to 80 waiting
- Learner's licence 8 min
- Driving licence 10 min
- Licence renewal 6 min
- Duplicate licence 6 min
-
Vehicle registration walk-in
About 10 min each · up to 60 waiting
- New vehicle registration 12 min
- Transfer of ownership 10 min
- Change of address 6 min
- No objection certificate 8 min
-
Tax and fees walk-in
About 4 min each · up to 80 waiting
- Road tax 4 min
- Application fee 3 min
- Fine payment 3 min
-
Test track walk-in + bookings
About 10 min each · up to 40 waiting
- Two-wheeler driving test 8 min
- Four-wheeler driving test 12 min
-
Document verification walk-in
About 6 min each · up to 50 waiting
-
Enquiry and help walk-in
About 4 min each · up to 40 waiting
- Application status 4 min
- Forms and guidance 5 min
Desks
-
Licence window 1
Calls from Licence
-
Licence window 2
Calls from Licence
-
Registration window 1
Calls from Vehicle registration
-
Registration window 2
Calls from Vehicle registration
-
Cashier 1
Calls from Tax and fees
-
Cashier 2
Calls from Tax and fees
-
Test inspector
Calls from Test track
-
Verification desk 1
Calls from Document verification
-
Verification desk 2
Calls from Document verification, Enquiry and help
-
Help desk
Calls from Enquiry and help
Team
-
Office in charge Owner
Sets up the lines, the hours and the team.
-
Licence section head Manager
Watches the licence and test lines and changes which lines a window calls from when one falls behind.
-
Registration section head Manager
Watches the registration and tax lines.
-
Licence clerk × 2 Staff
Calls tokens at a licence window and completes each application.
-
Registration clerk × 2 Staff
Handles registration, transfers and certificates.
-
Cashier × 2 Staff
Takes fees and tax at the cash window.
-
Test inspector Staff
Calls booked test takers and walk-ins to the track.
-
Verification clerk × 2 Staff
Checks originals against copies.
-
Help desk Staff
Adds people who arrive without a phone and points them to the right line.
Ticked: Front desk
Visits with several steps
-
Driving licence, test and fee
After the licence window takes the application, the applicant is sent to verification, then the test, then the fee, as one visit that moves from desk to desk.
For Driving licence
- The service itself
- Go to Document verification
- Go to Four-wheeler driving test on Test track
- Go to Application fee on Tax and fees
-
Transfer of ownership
After the registration window takes the transfer, the owner waits for the document check and the fee at the same time, and is called to one desk at a time until both are done.
For Transfer of ownership
- The service itself
- At the same time
- Go to Document verification
- Go to Application fee on Tax and fees
The day
Hours, the TV and the poster
-
Opening hours
Monday to Friday, 10 am to 5 pm; Saturday and Sunday closed.
Add public holidays and any day the test track is shut as closed days. Test track bookings on those days are listed so you can cancel or keep each one.
-
TV display × 2
The token being called and the window to go to, for every line.
One in the main hall for licence and registration, one outside the cash windows.
-
QR poster
At the gate, on the help desk and at the entrance to each section.
Tips
-
Give each section head their own lines.
Managers can be limited to the lines they run, so the registration head sees registration and tax and not the test track.
How it works → -
Book the driving test, take the rest as walk-ins.
The Test track line takes bookings so most applicants arrive for a time, and an applicant the process sends on from verification joins it too. A booked applicant presses I am here on arrival. The licence line takes both bookings and walk-ins.
How it works → -
Let one verification desk help the help desk.
Verification desk 2 calls from two lines. When the help desk is quiet it takes verification and the other way round.
How it works → -
Show people the expected wait, not a promise.
The customer's page shows an estimate such as about 30 to 40 minutes. It is a range, so do not tell people it is exact.
How it works → -
Review the busiest days each month.
Insights and the Visits report show which days and hours the lines are longest. Export the visits as CSV for your own records.
How it works →
The plan
Fits on Pro
The smallest plan that holds this setup, worked out from its size and what it uses.
- Lines 6 of 60
- Desks 10 of 30
- People 13 of 100
- TV screens 2, no limit
- Uses booking Plan Basic and up
- Uses desks across several lines Plan Basic and up
- Uses managers Plan Basic and up
- Uses the Front desk, Urgent and Run desks abilities Plan Basic and up
- Uses every Insights report Plan Standard and up
- Uses a CSV export of visits Plan Basic and up
- Uses multi-step visits Plan Standard and up
- Uses managers limited to their own lines Plan Pro 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: Licence, Vehicle registration, Tax and fees, Test track, Document verification, Enquiry and help. Set each one's type and usual time. Lines, services and desks
- At step 3, add your people and desks: Licence window 1, Licence window 2, Registration window 1, Registration window 2, Cashier 1, Cashier 2, Test inspector, Verification desk 1, Verification desk 2, Help desk. 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 Driving licence, test and fee and Transfer of ownership . 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
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