Optimizing High-Volume Service Delivery with Wavetec’s Queuing System at DriveTest Ontario, Canada

Overview

Serco is a global services provider founded in 1929, operating across multiple sectors including transport, justice, immigration, and government services. In Ontario, Canada, Serco manages DriveTest Centres, which are responsible for conducting driver licensing and road tests for thousands of customers every day.

With high daily footfall, time-sensitive services, and strict regulatory requirements, DriveTest Ontario required a scalable and intelligent queuing system to streamline customer flow, reduce congestion, and improve service transparency across its locations.

The Challenge

DriveTest Ontario faced several operational challenges that directly impacted customer experience and staff efficiency:

• Overcrowded branches and long wait times due to unmanaged walk-ins
• Manual appointment handling leading to errors and slow processing
• No real-time visibility into branch capacity or queue status
• Customers arriving too early or too late with no automated validation
• Limited communication with customers, no SMS alerts, digital updates, or remote queuing
• Disconnected systems resulting in inconsistent and fragmented customer journeys

These challenges created pressure on staff, reduced throughput, and led to customer dissatisfaction during peak operating hours

The Solution

Wavetec delivered a comprehensive, integrated queuing  ecosystem designed to support multiple service flows while maintaining full visibility and control across DriveTest centres.

Solution Components Implemented:

• M-13 Self-Service Kiosks: Enabled customers to check in independently, scan licenses, and enter the queue efficiently with ADA-compliant access.
• Spectra Controller: Served as the central system managing appointments, queues, and service logic across all customer flows.
• CDU Counter Displays: Provided clear visual guidance at service counters to direct customers accurately during service calls.
• Donatello Media Player: Powered in-branch digital displays showing queue status, appointment progression, and service instructions.
• ActiveHub: Enabled centralized monitoring, reporting, and system health management across multiple locations.
• WaveSphere: Delivered analytics and operational insights to help DriveTest Ontario optimize resource allocation and service performance.

Customer Journey

DriveTest Ontario operates three distinct customer flows, each designed to support specific service requirements while maintaining a consistent and efficient customer experience.

Customer Flow 1: Join the Line

In the Join the Line flow, customers remotely enter the queue prior to arrival through web ticketing. Upon arrival at the facility, the customer presents a QR code at the entrance, which is scanned by a guard or staff member using a Lobby Leader–connected scanner to validate their presence. Once validated, the customer waits virtually and receives real-time SMS and email notifications with queue status updates and arrival reminders. When the customer’s turn approaches, the system initiates a Call & Serve action, notifying the customer to proceed to the designated service counter/workstation for service.

Customer Flow 2: Scheduling In Service (SIS)

In the Scheduling In Service (SIS) flow, customers or agents schedule appointments through the web portal or directly via the Spectra dashboard, receiving automated SMS and email confirmations. The system automatically checks customers prior to arrival while Lobby Leader enables staff to monitor and manage branch capacity in real time. Queue and appointment status are displayed on in-branch digital signage powered by the Donatello media player, providing clear visibility of service progression. When service becomes available, staff use Lobby Leader to direct customers to the assigned service counter/workstation, with ceiling-mounted LED Customer Display Units guiding customers to the correct location.

Customer Flow 3: Drive Test

In the Drive Test flow, customers or agents schedule drive test appointments through an ADA-compliant web portal. Upon arrival, customers check in using M-13 self-service kiosks equipped with clearly labeled license scanners and ADA-compliant access, or they may receive manual check-in assistance from an agent. Customers then receive queue updates through SMS and email notifications along with real-time on-screen updates. Lobby Leader manages the queue throughout the process, while wall-mounted LED Customer Display Units and real-time counter displays guide customers through each stage until service completion.

Results

The implementation of Wavetec’s queuing solution delivered significant operational improvements across DriveTest Ontario locations:

• Reduced overcrowding through controlled arrivals and virtual waiting
• Improved service accuracy by eliminating manual appointment handling
• Real-time visibility into queue status and branch capacity
• Better customer communication through automated SMS and email notifications
• Consistent and connected customer journeys across all service flows
• Enhanced staff efficiency through centralized control and analytics

Conclusion

By partnering with Wavetec, DriveTest Ontario successfully transformed a high-volume, complex service environment into a structured, transparent, and customer-friendly operation. The integrated queue management ecosystem enabled Serco to improve operational efficiency, reduce wait times, and deliver a more predictable and reliable service experience across its centres in Ontario.

Want to Improve Queue Flow?

Whether you operate a government service center, transport facility, testing center, hospital, university, or any other high-volume service environment, Wavetec’s Queue Management Solutions help you manage customer flow efficiently while improving service visibility and control.