In 2022, the Department of Work and Pensions introduced a ‘Don’t call us, we’ll call you’ scheme as an attempt to reduce phone line waiting times, however, it wasn’t exactly deemed a success.
The fact remains that face-to-face appointments and phone call discussions are constantly being delayed due to the establishments not operating successfully.
If citizens choose to visit your centre to receive assistance, they need to be prepared to wait an average of 45 minutes, after their scheduled appointment time before being seen or spoken to, leading to unsatisfied citizens and stressed-out staff.
Implementing the QHERE app into JSA centres can revolutionise the way these appointments are carried out. Management can add the available hours offered by the professionals, weeks in advance, and citizens can use the appointment booking system to select a time that suits them; reducing the risk of late arrivals and queues.
As most citizens are seen on an appointment basis, the app can be used as a workforce management solution, allowing you to oversee pre-booked appointments and ensure you have enough staff on hand during busy periods.
Equalling in complete workforce management and increased customer experience.