A smart mobile system for the real-time tracking and management of service queues

Abstract

This paper proposes a solution to the problem of client dissatisfaction with long waiting times associated with some services. This solution is a smart queue management system that provides real-time visual and audio updates to service requests via a smartphone app. Users receive digital tickets and are free to leave the waiting area until it is their turn to be served. If they choose to remain in the area, they have the option of listening to the signal of the television set that is typically muted for a better experience. The system comprises connected units forming a web of things. There are units for ticket registration and verification, audio capturing and streaming, queue management, and user units as smartphone applications. We have tested this system to ensure its functionality and report our results and possible improvements.