Illustrative · Illustrative scenario · government & public services
Service-charter commitments that are measured, not just published.
Public agency · citizen service centres
A public agency running citizen service centres uses digital tokens, counter operations and SLA reporting to evidence service-charter compliance, publish waiting times and remove informal queue-jumping.
Illustrative scenario. Built from how DeepQ is deployed; the bank and the figures are representative, not a measured customer result. Ask us for a reference call with a bank running DeepQ.
Service charter compliance · Transparency
Service-charter commitments that are measured, not just published.
Public agency · citizen service centres
100%
Cases timed against the charter, representative target
Per centre
Compliance reported to oversight, representative model
Audited
Every figure traceable to its records, representative design
Representative figures, not a measured result.
Representative figures · illustrative scenario
100%
Cases timed against the charter, representative target
Per centre
Compliance reported to oversight, representative model
Audited
Every figure traceable to its records, representative design
The challenge
- Published service-charter commitments could not be evidenced, because no system recorded how long each case took.
- Long physical queues at counters, with no fair or visible order and frequent disputes.
- Citizen complaints arrived through separate channels and could not be tied back to a specific visit or officer.
- Oversight bodies asked for centre-by-centre performance that took weeks to assemble manually.
What DeepQ put in place
- Digital tokens issued at kiosk, counter or mobile, with a visible calling order and multilingual displays and notices.
- Counters mapped to service categories and officers, so each case is timed from issue to completion and attributed correctly.
- SLA thresholds per service drawn from the published charter, with breaches alerted to the centre supervisor.
- Scheduled compliance reporting per centre and per service, with role-based access and a full audit trail behind every figure.
What changed
- Charter compliance is reported per service and per centre from recorded case times, not estimates.
- The calling order is visible to everyone in the hall, which removes disputes and informal precedence.
- Feedback is captured at the end of the visit and attached to the case, so complaints can be investigated.
Run the same pilot in your branch.
A pilot branch is typically live within weeks. We agree the measures first, so the result is a number, not an opinion.