Category: Government and NGO’s

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. The Challenge Kenya Power and Lighting Company (KPLC) had long struggled with crowded waiting areas and unpredictable service times at its regional offices. Customers often faced winding lines and manual ticketing systems that made service slow and confusing. Without a formal way to gather feedback, staff lacked insight into customer satisfaction and had few tools to streamline complaint resolution. The overall experience was frustrating for both customers and employees, underscoring the need for a modern, efficient solution. The Solution 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 roll out at eight key regional service centres, spanning Nairobi, Mombasa, Kisii, and Thika. Staff across all locations receive hands‑on training and a full system handover, ensuring every team member fully leverages the new technology. With the QMS in place, the system replaces traditional lines with an intelligent token‑based process. Customers simply pick a digital ticket, track their queue position on wall‑mounted screens, and automatically get called to the next available counter. This approach eliminated disorderly queues and dramatically cut waiting times. Meanwhile, the Customer Feedback Portal provides customers with an instant way to share feedback after the service: they can submit satisfaction ratings and comments through in-branch kiosks or via a link on their mobile devices. Managers at each centre can then view this real-time data to pinpoint any issues and continuously improve service quality. The Transformation The impact of the new systems has been striking. By digitising the queue and service operations, branches now run with a much smoother and organised flow of customers. Gone are the chaotic queues; instead, people relax and wait their turn in order, reducing service turnaround times across the board. At the same time, the CX Portal’s feedback loop has empowered both customers and staff. Customers feel heard when they share and rate their experience on the spot, and managers use these Voice of Customer (VoC) insights to refine processes in real-time. 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. Now, customers and staff of KPLC can enjoy modernised customer service, with smoother operations and a delightful experience across all touchpoints.

We are excited to share that 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 a smooth and orderly immigration processing. 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.  We are honored to contribute to IOM’s vital work, providing the technology that enables them to serve communities better and fulfill their objectives. Our partnership with IOM is a clear indication of the positive impact Q-SYS Queue Management can have on service delivery and operational management.  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. 

In a remarkable stride towards efficiency and customer satisfaction, the International Organization for Migration (IOM) Nigeria successfully installs and commissions 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 underscores its dedication to providing high-quality services to its clients. By embracing technological advancements, the organization is well-positioned to continue meeting the evolving needs of migrants and communities across the country. About 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.

When it comes to reliable queue management and customer experience solutions with custom features, then Q-SYS is your one-stop Partner. The UNHCR knows this well-kept secret all too well, so when they needed a full-proof solution to manage human traffic in their camps, they came to us. 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. The brief For some time, we have offered superior queue management solutions to the United Nations High Commissioner for Refugees (UNHCR) agencies in Nairobi, Kakuma, Cameroon, Niger, and Somalia. However, they wanted a custom queue management system with intelligent features that would streamline queues and capture the user’s biometric information this time around. Our design team took the challenge in their stride. After carefully analyzing the client’s needs, Our team designed and developed a Queue Management system designed to meet UNHCR workflow requirements. Some Key Features Touch screen monitor – The touch screen monitor makes it easy to provide round-the-clock service, ensuring a user-friendly experience. It comes with a touch screen enclosure to protect the display from physical damage. Fingerprint Scanner –This is a biometric device that utilizes a combination of hardware and software techniques to identify the fingerprint scans of an individual. The scanner is specifically incorporated to ensure that the integrity of the data is not compromised when dealing with refugees. Iris Scanner- The iris scanner complements the fingerprint scanner to capture accurate human verification and authentication information using pattern recognition technology. The Iris scanner is adjustable to suit people of varying heights whilst ensuring the easy verification of the persons. Four HDMI ports – the kiosk comes with a minimum of four ports to allow for easy connection with other computers and facilitate easy data exchange among users at different locations. Sturdy Design – The Kiosk design is strong to withstand harsh conditions and cannot be easily tampered with. The sturdy design is critically important because the solution is intended for use in harsh environments. Other features that are important for the system’s smooth operation include call pads used by the service personnel to call the next client in queue. Also incorporated into the system is digital signage that displays useful information and keep the clients engaged as they wait in line. With this achievement, Q-SYS steps closer to being a market leader in providing future-ready queue management and customer experience solutions. 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 your clients whilst gaining insights into customer behavior.