Kenya’s National Electricity Distributor Kenya Power Transforms Customer Experience with Digital Queueing and Voice of Customer Tools Client Background Client Requirements Our Approach End Results Kenya Power and Lighting Company Kenya Power and Lighting Company (KPLC), the national electricity distributor in Kenya, has taken a huge step forward in transforming its customer experience with new queue management and customer experience feedback systems installed at its regional service centres by RIANA Group’s Q-SYS. As the national electricity distributor serving millions of customers across Kenya, KPLC recognized the need to modernize customer service delivery at regional offices spanning key locations including Nairobi, Mombasa, Kisii, and Thika to meet contemporary service expectations. Client Requirements Kenya Power and Lighting Company had long struggled with crowded waiting areas and unpredictable service times at its regional offices creating frustration for both customers and employees. Customers often faced winding lines and manual ticketing systems that made service slow and confusing, while staff lacked insight into customer satisfaction without formal feedback gathering methods. Without systematic tools to streamline complaint resolution and measure service quality, the overall experience remained suboptimal across regional service centres. The company required modern, efficient solutions to eliminate disorderly queues, dramatically cut waiting times, and establish transparent feedback mechanisms enabling continuous service improvement while maintaining operational efficiency across all locations. Modern queue management system replacing traditional lines with intelligent token-based process eliminating disorderly queues and dramatically cutting waiting times comprehensively. Solutions addressing crowded waiting areas and unpredictable service times at regional offices creating frustration for both customers and employees consistently. Formal feedback gathering methods providing staff with insight into customer satisfaction and tools to streamline complaint resolution processes effectively nationwide. Digital ticketing systems replacing manual processes that made service slow and confusing ensuring customers could track queue positions transparently. Technology enabling customers to pick digital tickets, track queue positions on wall-mounted screens, and automatically get called to available counters. Customer experience feedback systems providing instant ways to share satisfaction ratings and comments through in-branch kiosks or mobile device links. Our Approach To tackle these issues head-on, KPLC partnered with RIANA Group’s Q-SYS team to install a customised Queue Management System (QMS) and a Customer Experience (CX) Portal. These solutions rolled out at eight key regional service centres, spanning Nairobi, Mombasa, Kisii, and Thika. Staff across all locations received hands-on training and full system handover, ensuring every team member fully leveraged the new technology. With the QMS in place, the system replaced traditional lines with an intelligent token-based process where customers simply pick digital tickets, track their queue positions on wall-mounted screens, and automatically get called to the next available counter. The Challenge Addressing crowded waiting areas, unpredictable service times, and lack of formal feedback mechanisms across eight regional service centres. 1 Queue Management System – Intelligent token-based process replacing traditional lines where customers pick digital tickets and track positions on wall-mounted screens automatically. 2 Customer Experience Portal – Instant feedback system allowing customers to share satisfaction ratings and comments through in-branch kiosks or mobile device links. 3 Staff Training & Handover – Hands-on training provided to staff across all locations ensuring every team member fully leveraged new technology for optimal utilization. Our Installation Digital Ticketing Kiosks Self-service stations allowing customers to pick digital tickets and receive queue numbers eliminating manual ticketing systems completely. Wall-Mounted Display Screens Real-time queue status displays showing current positions and calling customers to next available counters automatically reducing confusion. In-Branch Feedback Kiosks Customer experience portal stations providing instant ways to share satisfaction ratings and detailed comments after service delivery. Mobile Feedback Links SMS-based feedback system enabling customers to submit satisfaction ratings and comments via mobile devices post-service for convenience. End Results The impact of the new systems has been striking across all eight regional service centres. By digitising the queue and service operations, branches now run with a much smoother and organised flow of customers, with disorderly queues completely eliminated. Service turnaround times have been reduced significantly across the board, allowing customers to relax and wait their turn in order rather than standing in chaotic lines. The CX Portal’s feedback loop has empowered both customers and staff, with customers feeling heard when they share and rate their experience on the spot. Managers now use these Voice of Customer (VoC) insights to refine processes in real-time, identifying issues and implementing improvements promptly. Overall, Kenya Power’s adoption of these technologies has enhanced the customer journey and established a benchmark for customer experience in the public sector in Kenya, with both customers and staff enjoying modernised service delivery. The Transformation Kenya Power’s successful implementation demonstrates how public sector organisations can leverage modern technology to transform customer experience fundamentally. The combination of digital queue management and real-time feedback collection has created smoother operations and delightful experiences across all touchpoints, setting new standards for service excellence. Transform your customer service operations today by contacting Q-SYS via +254 785 925000 or visit our website at www.qsys-ea.com. You can also contact us using [email protected] to schedule a consultation and discover how our smart solutions can revolutionize your operations. Download PDF Related Case Studies Boost customer experience with self-service kiosks for quick payments and organized queues—minimizing wait times in retail and service centers. Lifecare Hospitals Deploy Q-SYS Eldoret Hospital Joins The Q-sys Family Riana Group Enhances Healthcare Delivery At Cedarcrest Nigeria Through Innovation And Patient-centricity SONAR IMAGING CASE STUDY: A COMMITMENT TO STREAMLINED CARE Mater Misericordiae Hospital Revolutionizes Patient Flow With Q-SYS Queue Management A Model of Efficiency: How Aga Khan Hospital Transformed Patient Experience with Q-SYS  Queue Management System Installation at IHK Ccare Hospital How Q-SYS Transformed Lifecare Hospitals’ Patient Flow in Kenya?

Q-SYS Expands Presence across Africa with Successful Deployment at IOM-UN Migration in Harare Client Background Client Requirements Our Approach End Results International Organization for Migration (IOM) – Harare The Q-SYS Queue Management System is now operational at the International Organization for Migration (IOM) branch in Harare, Zimbabwe. This milestone is a testament to the growing trust and satisfaction of IOM across Africa in our ability to streamline operations and enhance queuing experiences. Our advanced Queue Management System was designed and customized to optimize service delivery by managing the flow of visitors efficiently and ensuring smooth and orderly immigration processing at this vital humanitarian organization location. Client Requirements The International Organization for Migration in Harare required modern queue management solutions to handle the complex flow of visitors seeking immigration services efficiently and professionally. The organization needed systems that would optimize service delivery by managing visitor flow efficiently while ensuring smooth and orderly immigration processing across all service points. IOM required technology that would provide faster, more reliable and transparent service, reflecting commitment to supporting humanitarian missions effectively. The solutions needed to empower the organization with tools improving operational efficiency and enhancing service quality while maintaining the dignity and professionalism expected in humanitarian service delivery contexts for vulnerable populations. Advanced Queue Management System designed and customized to optimize service delivery by managing flow of visitors efficiently and professionally consistently. Solutions ensuring smooth and orderly immigration processing across all service points providing faster, more reliable and transparent service to visitors. Technology reflecting commitment to supporting humanitarian missions effectively while maintaining dignity and professionalism expected in immigration service delivery contexts. Systems empowering IOM with tools improving operational efficiency and enhancing service quality across all visitor touchpoints throughout the facility comprehensively. Solutions managing complex flow of visitors seeking immigration services efficiently while maintaining organized, dignified service environment for vulnerable populations consistently. Queue management technology supporting IOM’s vital work providing tools enabling them to serve communities better and fulfill humanitarian objectives more effectively. Our Approach By implementing the Q-SYS Queue Management System, the IOM in Harare can now provide faster, more reliable and transparent service, reflecting our commitment to supporting organizations in delivering their missions effectively. The successful deployment at IOM in Harare is part of a broader strategy to support IOM branches throughout Africa, empowering them with the tools they need to improve operational efficiency and enhance service quality. Our partnership with IOM is a clear indication of the positive impact Q-SYS Queue Management can have on service delivery and operational management in humanitarian contexts requiring sensitive, efficient service delivery. Supporting Humanitarian Service Excellence Customized queue management solution designed specifically for humanitarian immigration processing ensuring efficient, dignified service delivery for vulnerable populations. 1 Customized Queue Management System – Advanced system designed specifically for immigration processing managing visitor flow efficiently while maintaining dignity and professionalism throughout service delivery. 2 Operational Efficiency Enhancement – Tools empowering IOM with capabilities improving operational efficiency and enhancing service quality across all visitor touchpoints and service areas. 3 Africa-Wide Deployment Strategy – Successful implementation part of broader strategy supporting IOM branches throughout Africa with modern queue management technology solutions. Our Installation Visitor Flow Management System Digital queue management infrastructure optimizing service delivery by managing flow of visitors efficiently throughout facility. Immigration Processing Optimization Specialized configuration ensuring smooth and orderly immigration processing across all service points with transparent queue status. Service Quality Enhancement Tools Technology providing faster, more reliable and transparent service reflecting commitment to supporting humanitarian missions effectively. Operational Management Platform Comprehensive system empowering IOM with tools needed to improve operational efficiency and enhance service quality continuously. End Results The successful deployment demonstrates the positive impact Q-SYS Queue Management can have on service delivery and operational management in humanitarian contexts. IOM in Harare now provides faster, more reliable and transparent service to visitors seeking immigration assistance, with the queue management system ensuring smooth and orderly processing throughout the facility. The implementation empowers staff with tools improving operational efficiency while maintaining the dignity and professionalism essential in humanitarian service delivery. As part of the broader strategy to support IOM branches throughout Africa, this deployment reinforces Q-SYS’s commitment to providing technology that enables organizations to serve communities better and fulfill their humanitarian objectives. The partnership with IOM is clear indication of growing trust in our ability to streamline operations and enhance queuing experiences across complex humanitarian service environments. Q-SYS Commitment to Africa Q-SYS remains committed to pushing the boundaries of what is possible in queue management technology. We look forward to continuing our collaboration with IOM and other organizations across Africa, ensuring exceptional service at every touchpoint while supporting vital humanitarian work. Transform your organization’s service delivery today by contacting Q-SYS via +254 785 925000 or visit our website at www.qsys-ea.com. You can also contact us using [email protected] to schedule a consultation and discover how our smart solutions can revolutionize your operations. Download PDF Related Case Studies Boost customer experience with self-service kiosks for quick payments and organized queues—minimizing wait times in retail and service centers. Lifecare Hospitals Deploy Q-SYS Eldoret Hospital Joins The Q-sys Family Riana Group Enhances Healthcare Delivery At Cedarcrest Nigeria Through Innovation And Patient-centricity SONAR IMAGING CASE STUDY: A COMMITMENT TO STREAMLINED CARE Mater Misericordiae Hospital Revolutionizes Patient Flow With Q-SYS Queue Management A Model of Efficiency: How Aga Khan Hospital Transformed Patient Experience with Q-SYS  Queue Management System Installation at IHK Ccare Hospital How Q-SYS Transformed Lifecare Hospitals’ Patient Flow in Kenya?

Riana Group Breaks New Ground in Lagos at International Organization for Migration (IOM) Nigeria Client Background Client Requirements Our Approach End Results International Organization for Migration (IOM) Nigeria The International Organization for Migration (IOM) is a leading inter-governmental organization dedicated to promoting humane and orderly migration for the benefit of all migrants and refugees. IOM works closely with governments, civil society, and other stakeholders to address a wide range of migration challenges, including providing humanitarian assistance to migrants, supporting the integration of migrants into their new communities, and promoting safe and orderly migration across diverse contexts and populations worldwide. Client Requirements In a remarkable stride towards efficiency and customer satisfaction, the International Organization for Migration (IOM) Nigeria required modern queue management solutions to transform their organization’s operations at the Lagos branch. The organization needed systems to streamline service processes, reduce wait times, and foster a more customer-centric approach to serving migrants and refugees. IOM Nigeria required technology with intelligent queue management algorithms ensuring clients are served in fair and efficient manner, prioritizing those with urgent needs while minimizing overall wait times. The organization’s commitment to adopting innovative solutions underscored its dedication to providing high-quality services to clients while embracing technological advancements to meet evolving needs of migrants and communities. Modern queue management system transforming organization’s operations through streamlining service processes, reducing wait times, and fostering customer-centric approach comprehensively. Intelligent queue management algorithms ensuring clients are served in fair and efficient manner, prioritizing those with urgent needs effectively. Systems minimizing overall wait times while maintaining dignity and professionalism essential in humanitarian service delivery contexts for vulnerable migrant populations. Technology supporting organization’s commitment to adopting innovative solutions underscoring dedication to providing high-quality services to clients and communities consistently. Solutions embracing technological advancements to meet evolving needs of migrants and communities across Nigeria ensuring effective humanitarian service delivery. Queue management infrastructure promoting humane and orderly migration service delivery for benefit of all migrants and refugees seeking assistance comprehensively. Our Approach The International Organization for Migration (IOM) Nigeria successfully installed and commissioned the Q-SYS Queue Management System at their Lagos branch. This innovative solution is poised to transform the organization’s operation through streamlining service processes, reducing wait times, and fostering a more customer-centric approach. The system’s intelligent queue management algorithms ensure that clients are served in a fair and efficient manner, prioritizing those with urgent needs while minimizing overall wait times. IOM Nigeria’s commitment to adopting innovative solutions like Q-SYS queueing system underscores its dedication to providing high-quality services to its clients while embracing technological advancements. Transforming Humanitarian Service Delivery Innovative queue management solution designed for humanitarian migration services ensuring fair, efficient client service with intelligent priority algorithms. 1 Intelligent Queue Management System – Advanced algorithms ensuring clients are served in fair and efficient manner, prioritizing those with urgent needs while minimizing wait times. 2 Customer-Centric Service Approach – System fostering more customer-centric approach to serving migrants and refugees through streamlined service processes and reduced waiting periods. 3 Technological Innovation Adoption – IOM Nigeria’s commitment to adopting innovative solutions like Q-SYS underscoring dedication to providing high-quality services to clients consistently. Our Installation Service Process Optimization Q-SYS Queue Management System successfully installed and commissioned transforming organization’s operations at Lagos branch comprehensively. Wait Time Reduction System Innovative solution streamlining service processes, reducing wait times, and fostering more customer-centric approach throughout facility. Fair Service Distribution Intelligent queue management algorithms ensuring clients served in fair and efficient manner with priority for urgent cases. Client-Focused Technology System embracing technological advancements to meet evolving needs of migrants and communities across Nigeria with high-quality service. End Results The successful installation and commissioning of the Q-SYS Queue Management System at IOM Nigeria’s Lagos branch has transformed the organization’s operations comprehensively. The innovative solution streamlines service processes, reduces wait times significantly, and fosters a more customer-centric approach to serving migrants and refugees seeking assistance. The system’s intelligent queue management algorithms ensure that clients are served in a fair and efficient manner, prioritizing those with urgent needs while minimizing overall wait times for all visitors. IOM Nigeria’s commitment to adopting innovative solutions like Q-SYS underscores its dedication to providing high-quality services to clients while embracing technological advancements. By implementing this modern queue management system, the organization is well-positioned to continue meeting the evolving needs of migrants and communities across the country, promoting humane and orderly migration service delivery. Riana Group Expansion in West Africa This milestone marks Riana Group’s successful expansion into West Africa, demonstrating the growing trust in our ability to streamline operations and enhance queuing experiences for humanitarian organizations across the continent. We remain committed to supporting organizations in delivering their missions effectively through innovative technology solutions. Transform your organization’s service delivery today by contacting Q-SYS via +254 785 925000 or visit our website at www.qsys-ea.com. You can also contact us using [email protected] to schedule a consultation and discover how our smart solutions can revolutionize your operations. Download PDF Related Case Studies Boost customer experience with self-service kiosks for quick payments and organized queues—minimizing wait times in retail and service centers. Lifecare Hospitals Deploy Q-SYS Eldoret Hospital Joins The Q-sys Family Riana Group Enhances Healthcare Delivery At Cedarcrest Nigeria Through Innovation And Patient-centricity SONAR IMAGING CASE STUDY: A COMMITMENT TO STREAMLINED CARE Mater Misericordiae Hospital Revolutionizes Patient Flow With Q-SYS Queue Management A Model of Efficiency: How Aga Khan Hospital Transformed Patient Experience with Q-SYS  Queue Management System Installation at IHK Ccare Hospital How Q-SYS Transformed Lifecare Hospitals’ Patient Flow in Kenya?

Innovating Solutions: Q-SYS Delivers Custom Queue Management System & Customer Experience Solutions for UNHCR Kenya Client Background Client Requirements Our Approach End Results United Nations High Commissioner for Refugees (UNHCR) Kenya Q-SYS, a subsidiary of the RIANA GROUP, has and continues to be at the forefront of providing best in class queue management solutions to leading institutions across Africa. For some time, Q-SYS has offered superior queue management solutions to the United Nations High Commissioner for Refugees (UNHCR) agencies in Nairobi, Kakuma, Cameroon, Niger, and Somalia. When it comes to reliable queue management and customer experience solutions with custom features, Q-SYS is your one-stop partner, as UNHCR knows well. Client Requirements UNHCR required a custom queue management system with intelligent features that would streamline queues and capture users’ biometric information for refugee camps across multiple African locations. The organization needed a full-proof solution to manage human traffic in their camps while maintaining data integrity when dealing with refugees. UNHCR sought technology specifically incorporating biometric verification to ensure accurate human verification and authentication information using pattern recognition technology. The solution needed to accommodate people of varying heights whilst ensuring easy verification of persons. Additionally, UNHCR required sturdy design strong enough to withstand harsh conditions and cannot be easily tampered with, as the solution was intended for harsh environments requiring reliable, secure infrastructure. Custom queue management system with intelligent features streamlining queues and capturing users’ biometric information for refugee camps across multiple locations. Full-proof solution to manage human traffic in camps while maintaining data integrity when dealing with refugees ensuring secure verification comprehensively. Biometric verification technology specifically incorporating fingerprint and iris scanners ensuring accurate human verification and authentication information using pattern recognition technology. Solutions accommodating people of varying heights whilst ensuring easy verification of persons with adjustable iris scanners suited for diverse populations. Sturdy design strong enough to withstand harsh conditions and cannot be easily tampered with as solution intended for harsh environments. Technology ensuring data integrity is not compromised when dealing with refugees through secure fingerprint scanner hardware and software combinations effectively. Our Approach After carefully analyzing the client’s needs, the Q-SYS design team took the challenge in their stride. The team designed and developed a Queue Management system specifically designed to meet UNHCR workflow requirements across their agencies in Nairobi, Kakuma, Cameroon, Niger, and Somalia. The solution incorporated touch screen monitors making it easy to provide round-the-clock service, ensuring user-friendly experience with touch screen enclosure protecting displays from physical damage. The system included fingerprint scanners utilizing combinations of hardware and software techniques to identify fingerprint scans, complemented by iris scanners capturing accurate verification using pattern recognition technology with adjustable features for varying heights. The Brief Custom-designed queue management system incorporating biometric verification for secure refugee identification across harsh camp environments in multiple African locations. 1 Biometric Integration Technology – Fingerprint scanners utilizing hardware and software combinations identifying fingerprint scans with iris scanners complementing accurate human verification using pattern recognition 2 User-Friendly Interface – Touch screen monitors with enclosures protecting displays from physical damage making it easy to provide round-the-clock service consistently. 3 Harsh Environment Design – Sturdy kiosk design strong enough to withstand harsh conditions and cannot be easily tampered with critically important for camp environments. Our Installation Biometric Verification Kiosks Touch screen monitors with fingerprint and iris scanners capturing accurate biometric information ensuring data integrity for refugee identification. Multi-Location HDMI Connectivity Kiosks with minimum four HDMI ports allowing easy connection with computers and facilitating easy data exchange among locations. Service Personnel Call Pads Call pads used by service personnel to call next client in queue with digital signage displaying information. Digital Information Displays Digital signage incorporated displaying useful information and keeping clients engaged as they wait in line throughout facilities. End Results With this achievement, Q-SYS steps closer to being a market leader in providing future-ready queue management and customer experience management solutions across Africa. The queuing systems designed for the UNHCR agencies across the continent are testament to the fact that queues are not always a challenge but rather an opportunity to create a lasting impression on clients whilst gaining insights into customer behavior. The custom solution successfully manages human traffic in refugee camps while maintaining data integrity through secure biometric verification systems. The sturdy design withstands harsh conditions in camp environments while providing round-the-clock service through user-friendly touch screen interfaces. The system’s intelligent features streamline queues effectively while capturing accurate biometric information ensuring proper refugee identification and authentication. Q-SYS continues to demonstrate its capability to deliver innovative, customized solutions meeting complex humanitarian requirements. Q-SYS: Your One-Stop Partner for Custom Solutions Q-SYS remains committed to providing best in class queue management solutions to leading institutions across Africa, delivering custom features that meet unique client requirements. Our innovative approach transforms challenges into opportunities for creating lasting impressions while maintaining highest standards of data security and operational efficiency. Transform your organization’s operations today by contacting Q-SYS via +254 785 925000 or visit our website at www.qsys-ea.com. You can also contact us using [email protected] to schedule a consultation and discover how our custom solutions can revolutionize your operations. Download PDF Related Case Studies Boost customer experience with self-service kiosks for quick payments and organized queues—minimizing wait times in retail and service centers. Lifecare Hospitals Deploy Q-SYS Eldoret Hospital Joins The Q-sys Family Riana Group Enhances Healthcare Delivery At Cedarcrest Nigeria Through Innovation And Patient-centricity SONAR IMAGING CASE STUDY: A COMMITMENT TO STREAMLINED CARE Mater Misericordiae Hospital Revolutionizes Patient Flow With Q-SYS Queue Management A Model of Efficiency: How Aga Khan Hospital Transformed Patient Experience with Q-SYS  Queue Management System Installation at IHK Ccare Hospital How Q-SYS Transformed Lifecare Hospitals’ Patient Flow in Kenya?