![\"ontario](\"https:\/\/www.wavetec.com\/wp-content\/uploads\/2020\/06\/ontario-dmv-wavetec.png\" "\\"drivetest")
<\/a><\/p>\nOverview<\/b><\/h2>\n
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.<\/span><\/p>\n 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.<\/span><\/p>\n DriveTest Ontario faced several operational challenges that directly impacted customer experience and staff efficiency:<\/span><\/p>\n These challenges created pressure on staff, reduced throughput, and led to customer dissatisfaction during peak operating hours<\/span><\/p>\n Wavetec delivered a comprehensive, integrated queuing\u00a0 ecosystem designed to support multiple service flows while maintaining full visibility and control across DriveTest centres.<\/span><\/p>\n Solution Components Implemented:<\/b><\/p>\n DriveTest Ontario operates three distinct customer flows, each designed to support specific service requirements while maintaining a consistent and efficient customer experience.<\/span><\/p>\n 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\u2013connected 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\u2019s turn approaches, the system initiates a Call & Serve action, notifying the customer to proceed to the designated service counter\/workstation for service.<\/span><\/p>\n 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.<\/span><\/p>\nThe Challenge<\/b><\/h2>\n
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The Solution<\/b><\/h2>\n
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Customer Journey<\/b><\/h2>\n
Customer Flow 1: Join the Line<\/b><\/h2>\n
<\/a><\/p>\nCustomer Flow 2: Scheduling In Service (SIS)<\/b><\/h2>\n