Smart Public-Service Hall Solution

Coordinate the full visitor journey through queueing, guidance, hall operations, connected monitoring, and remote assistance.

SOLUTION OVERVIEW

Solution overview

Designed for public-service halls and community service centres, this solution coordinates the complete visitor journey—arrival, consultation, ticketing, waiting, service delivery, feedback, and departure—across software, terminals, and ongoing operations.

Original public project archive · Service counters and service terminals in an operating government service centre

Delivery scope and practical service journeys

Connect reception, queues, integrated counters, self-service, and daily operations into a clear visitor journey. Define the staff, systems, and handover at each service area before selecting terminals and management software.

Delivery scope and responsibilities

Service stageResponsible usersSystems and equipmentOperational output

Reception | identify the service needed

Reception staff clarify the request, check the service and documents, and help visitors who cannot use a terminal independently.

Service guides, document-example displays, and guidance channels show approved eligibility rules, required documents, and service locations.

The visitor knows which service to request, what documents are missing, and where to go next, including an accessible staffed counter when self-service is unsuitable.

Ticketing and waiting | join the relevant queue

Visitors select a service or confirm an appointment; reception staff handle incorrect tickets and assistance for visitors with additional needs.

The appointment and queue system connects ticketing terminals, calling displays, and counter workstations using the hall’s service groups and check-in rules.

A ticket identifies the queue, waiting area, and call. Counters receive the configured service groups rather than an undifferentiated line for every request.

Integrated counters | coordinate documents and processing

Counter staff check documents, explain requirements, and process authorised requests; visitors review the information shown and the processing outcome.

Counter calling, an integrated workstation, dual-screen display, and selected feedback, signature, or document-capture devices support the authorised business system.

Staff explain the acceptance result, any additional documents, and the collection method; service records are linked through the interfaces agreed for the project.

Self-service area | route suitable tasks away from counters

Visitors use available queries, printing, or service transactions; assistance staff explain operation and refer complex requests to a specialist counter.

Authorised self-service terminals and document-query or printing devices are selected after confirming eligible services and the necessary interfaces.

The visitor receives a query result, printed document, or transaction receipt, with a clear staffed route for failure, missing documents, or an unsupported request.

Hall management | give operating issues a clear owner

Hall managers review queues and counter allocation, service supervisors review quality, and maintenance staff investigate connected-device faults.

Hall management, statistics, and displays present workloads, queues, counter status, and feedback from the data sources actually connected.

Managers can decide on counter allocation, visitor guidance, and maintenance using defined reporting rules, viewing permissions, and staff procedures.

WORKED EXAMPLE

Medical-record booklet printing: connecting guidance, self-service, and staff

At reception, the visitor asks to print a medical-record booklet; staff identify the exact service and its requirements.
Staff check the required identity documents, point out the relevant self-service terminal, and assist with operation when needed.
At a terminal authorised for the task, the visitor selects the service and completes the identity check required by the business system.
The visitor reviews the information and requests printing. If the terminal cannot proceed or staff review is required, reception routes the visitor to the appropriate counter queue.
Counter staff handle the referred issue when the ticket is called; a task completed at self-service does not need a duplicate counter visit.
The visitor collects the document or receipt, receives any next-step explanation, and can provide feedback through the configured channel.

What the service producesThis example explains hall routing and collaboration; it does not change healthcare-service requirements. Eligible terminal tasks and direct printing depend on the local system’s authorisation and site configuration.

How this works in real projects

PROJECT IN PRACTICE

District-level pilot implemented, community affairs acceptance service center relocated and renovated

The public project report from 2026 describes a relocated centre with coordinated reception, integrated counters, self-service, and waiting areas, alongside home visits and remote counters.

Reception staff check documents in advance; seven integrated counters cover more than 200 tasks across 11 service lines, including social security, healthcare insurance, and civil affairs.
The self-service area provides authorised terminals for tasks such as social-security queries and payments, medical-record booklet printing, and electronic-document retrieval.
The centre uses intelligent queue calling and provides virtual counters, a Yangtze River Delta remote counter, and home assistance for residents with limited mobility.

These are facts reported for this centre. The image is a project-site photo, not a software screenshot. Counter counts, eligible tasks, and service arrangements are not default specifications for other projects.

Read the full project →

How to verify the delivered workflow

CheckWhat to testExpected evidence

From entrance to the correct counter

Walk through appointment check-in, on-site ticketing, and staff-assisted tasks; compare document guidance, queue, waiting area, and called counter.

A service-area and queue-group map, walkthrough records, and staff routes for incorrect tickets or unavailable self-service.

Counter activity matches the information displayed

Check ticket numbers, counter names, current services, and visitor-facing content; confirm that dual-screen information and feedback refer to the correct counter.

A counter-to-device list, display and feedback test records, and documented corrections.

Self-service has a result and a staffed fallback

Test queries or printing with authorised services; check messages and staffed alternatives for missing documents or an unavailable source system.

An eligible-service list, successful and exception test records, and instructions for on-site assistants.

Management figures can be reconciled with operations

Sample tickets, calls, processing, and feedback for the same period, and verify what hall managers, service supervisors, and maintenance staff can access.

Reporting definitions, a role-permission matrix, sampling results, and ownership of device issues.

Full construction brief

The retained construction material describes product options and reference projects. Historical figures and delivery periods apply to their original project scope, not a universal performance or delivery promise.

1. Queue calling and service evaluation

Connect central queue management, online appointments, counter calling, service records, and public feedback.

2. Intelligent guidance and wayfinding

Use hall guidance, information publishing, intelligent customer service, and indoor navigation to reduce uncertainty and repetitive enquiries.

3. Integrated hall management

Coordinate dynamic counter allocation, operational dashboards, and unified access across people, processes, and data.

4. Connected monitoring and IoT

Bring together dual recording, footfall, environmental conditions, and fire-safety alerts.

5. Remote assistance extension

Extend virtual service counters to neighbourhood committees and business parks to address the final distance to professional service.

Measured support

Queue times usually kept within 10 minutes, with average waiting reduced by 30%
Nearly 2,000 Shanghai neighbourhood committees and more than 10,000 monthly cases
Xinchuang certification and compatibility with Dameng Database and TongWeb

Delivery can be phased around the site, existing systems, and clear data and interface boundaries.

DELIVERY PRIORITIES

Delivery priorities

Define the workflow, staff responsibilities and existing systems, then select the products for each service stage.

Queue calling and service evaluation

Bring on-site tickets and appointments into managed queues, route calls by service group, and connect service records with immediate and post-service feedback.

Intelligent guidance and wayfinding

Coordinate entrance, waiting-area, and counter signage with service guides and document reminders. Staff assist visitors who need help using self-service devices.

Integrated hall management

View appointments, waiting, processing, and feedback by hall, service group, and counter. Use agreed reporting definitions to plan counters and service resources.

Devices and on-site operations

Manage connected terminals, displays, and monitoring feeds, with named owners for alerts and resolution. Configure counter recording within the authorised scope.

Remote assistance extension

Extend suitable consultation and document-guidance services to local community and business-park points, planning visitor devices, specialist workstations, and result collection together.

SERVICE JOURNEY

How the service moves from start to finish

The steps connect visitors, service teams, and configured systems.

01
Prepare before the visit
Use appointments and service guides to check eligibility, required documents, and the service location.
02
Check in and join the right queue
Confirm appointments or take a ticket, join the relevant service group, and follow signage or staff guidance to the waiting area and counter.
03
Process and collaborate at the counter
After the counter call, staff process the request using configured displays, document examples, signatures, and collaboration tools.
04
Collect feedback and review operations
Link feedback with counters and service records, then review queues, workloads, and device status for operational improvements.

PROJECT FIT

Plan around your setting and existing foundation

Suitable service halls

District public-service centres, subdistrict and community centres, and halls that need coordinated queues, counters, and operations.

Information needed before planning

Floor plan and counter layout, service groups, user roles, existing systems and devices, appointment and feedback interfaces, and the network environment.

How the components fit together

Start with queues, feedback, and counter collaboration; add self-service, guidance, remote assistance, or operations data as needed, assessing reusable devices.

What to verify at handover

Ticketing and calling rules, appointment flow, counter displays, feedback transmission, permissions, and staff procedures when a system is unavailable.

Images include service-hall sites and planning illustrations. They show product combinations and service settings; site layout, terminal models, and interfaces are confirmed in the project configuration.