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How Visitor Management Systems Improve Experiences at Government Agencies

by Qtrac

Peak efficiency is likely at the top of your priority list as a leader in your organization. And a digital visitor management system is a great way to reach that goal. But visitor management systems and virtual queues achieve more than just streamlined success for your business or agency—they benefit everyone involved.

Virtual visitor management systems and queuing software streamline operations and encourage an easier, more efficient experience. Below, we show you how this technology benefits guests, staff, and managers alike.

What Is a Visitor Management System?

A visitor management system (VMS) keeps track of short-term guests at a facility or office. The VMS identifies “visitors” as anyone who is not directly employed by the organization—think service workers executing repairs, deliveries, inspections, or other third-party tasks as well as guests who need your office’s services.

A VMS provides temporary access to service workers and records guest information. This technology is vital to the safety of the organization in case of breaches, evacuations, or other emergency protocols.

Gone are the days of physical sign-in sheets and entry paperwork causing slowdowns in your staff’s day! Digital VMS offerings make this traditional system obsolete.

Benefits of a Visitor Management System

A VMS adds significant functionality to any government office. Any public service that requires waiting, queuing, or registering visitors can benefit from this type of management system. Some notable advantages include:

1. Visitor Satisfaction & Convenience
Custom features give managers more control over key touchpoints and a great opportunity to better personalize the guest experience. Agencies can also more easily gather feedback about each visitor’s experience with easy-to-access surveys, questionnaires, or review prompts. Operators can even automate these processes to include thank you messages, compensation, or other deliverables.

2. Integrated Data Organization
A VMS is great for uniting workplaces that have disconnected data, whether by distance or just the challenge of sharing pen-and-paper check-in information across locations. This integrated, secure data system allows individuals to access important information and files from virtually anywhere, including other associated locations or at home if necessary.

3. Contactless Check-In
Paper sign-in sheets are obsolete with virtual registration. More environmentally friendly and convenient, digital check-ins using smart devices streamline these repetitive processes. Mobile queuing programs even allow guests to check in using their own phone or personal device.

What to Look for in a Visitor Management System

Choosing the right visitor management system for your government agency can prove challenging. Ensure your system includes the following capabilities to provide the best experience for your visitors and staff alike:

  • User-Friendliness
    Ideal VMS software and hardware should be easy to navigate and modify without professional IT expertise. Every staff member should be capable of its basic operation, even if they won’t be using it every day. That’s why the Qtrac Help Center offers world-class technical support for every customer in addition to full support and training during onboarding.
  • Ease of Implementation
    Similarly, the ideal visitor management system doesn’t take time away from your staff’s work to implement. When choosing a VMS, look for one that’s been pre-vetted by the GSA. A GSA-schedule company will take less time in the contract stage and already be verified as a high-quality product before you start using it.
  • Data Encryption
    Most government agencies are responsible for protecting the public’s personal information. Verify that your possible VMS has secure storage and collection of all sensitive data, complete with end-to-end encryption. This precaution secures records in case of hacks, breaches, or other circumstances that could compromise data security.
  • Scalability
    Your VMS needs the ability to scale with ease as your workforce grows. Agencies must be able to use the same program or integration regardless of their location. Universal virtual access to resources completes the guest experience and simplifies tasks for your staff.

Government-Specific Uses for Visitor Management Systems

Maximum efficiency is crucial to government operations, but often challenging to achieve. Personnel must manage intake, identification, scheduling, approvals, and various other responsibilities at the same time. An ideal VMS helps tackle all of these challenges and more.

The capabilities of a successful visitor management system include but aren’t limited to:

1. Appointment Scheduling and Walk-In Management
Easily view and manage calendars to schedule and modify appointments with your visitor management system, and allow for simple integration of walk-in visits to fit within timeframes. Opt-in alert features can deliver reminders and confirmations. Notifications via text, email, or phone keep everyone on time.

2. Support for Guests with Accessibility Needs
Advanced VMS features allow for accessibility options. Color contrasting, screen reader compatibility, and other built-in functions encourage meaningful interactions in any setting. ADA and WCAG AA 2.0 compliant interfaces promote a positive experience for everyone.

3. Support for Guests of All Backgrounds
Government offices host diverse groups of people who may speak different languages. VMS technology can help eliminate this potential barrier, providing seamless service regardless of the language your customers speak. Agencies can customize features by geographic location or allow for language choices made by the user.

How Queue Systems Increase Service Efficiency at Government Offices

An effective VMS streamlines government processes for guests and employees alike.
This technology effectively saves time while securing the premises, thanks to the following features:

  • Keep the Facility Safe
    -Track and log all visitors, their visit purpose, contact info, and more for present or future reference.
    -Controlled access and live surveillance features improve security throughout the property.
    -Minimize the risk of dangerous interactions with identity verification and recording.
  • Save Time with Streamlined Sign-In
    -Visitors can check in more quickly and efficiently.
    -Securely store visitors’ information for future visits.
    -Allow employees to spend less time manually managing guests and dedicate more time to other crucial work.
  • Improve Guest Experience
    -Clearly communicate policies and store them all in one place for convenient access from anywhere.
    -Eliminate the need to make copies, file, or use physical documentation.
    -Improve accessibility for those with disabilities (e.g., screen text readouts for guests who are hard of hearing or instant translation for foreign language speakers).
    -Provide temporary internet access or wireless network passwords for portability and security.

Regardless of a government facility’s scale or function, visitor management tools help boost performance and client fulfillment. A VMS gives organizations the ability to prioritize safety and satisfaction simultaneously.

A VMS Encourages Efficiency While Improving the Overall Guest Experience at Your Agency

The right visitor management system significantly improves the guest experience while streamlining agency operations.

With the ability to easily provide feedback, convenient appointment scheduling, and contactless check-in, a VMS encourages better interactions. Plus, it speeds up internal processes, such as signing documents, verifying identities, and accessing repeat visitor information.

A great VMS allows you to prioritize productivity and create the ideal guest experience within your office—but not all systems are created equal. Visit our guide, How to Avoid the Hidden Costs of Purchasing a Queue Management System, to see how to best evaluate any system to meet your office’s needs.

virtually queue management

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