OPLAN SOFT HEART: AFAB Launches Queuing System to Improve Service Delivery

MAJOR TARGET: Installation of Queuing Management System
SCOPE: AFAB Administration Building, FAB, Mariveles, Bataan – Administrative Services Department and Community Services Department – Labor Center
PROJECT COST: P989,200.00
a.) Two (2) Metal Wireless Kiosks
b.) Two (2) Full HD 55” Smart TV
c.) Public Address Amplifier
d.) Eight (8) Channels Line Audio Mixer
e.) Wall Mounted Speakers with Multi Tapping

The Authority of the Freeport Area of Bataan (AFAB) consistently develops measures to improve client service levels and enhance customer experience. AFAB takes another step forward to this goal through its recently launched Queuing Management System (QMS) that provides clients with a smoother access to Bills and Payment Services, FAB residence services, Issuance of FAB Vehicle Stickers, Gate Pass and FAB I.D., among others.

The Queuing Management System boasts its Application Base feature that permits the cashier to have access to real time transaction using the QuickServ application and a notification feature for pending clients to ensure service efficiency. The system also increases client confidence with its Transaction Forwarding feature that allows shift of service using the same number (e.g. payment to releasing), decreasing the clients’ waiting time. And above all, it is very user-friendly as it calls the attention of the client using clear speech audio and blinking effect on the information display through its Voice Announcement feature.


The QMS shall organize the queue of clients after they have selected the services they need by pressing the configurable service buttons in the monitor of each kiosk for automatic issuance of the numbered queue ticket.

Moreover, the implementation of good queue management procedures can make a real difference to any client-facing environment. The obvious benefits of Queuing Management systems include organized queues, optimized staff efficiency and productivity, reduced perceived waiting time, and enhanced client experience.

The first kiosk of the Queuing Management System, which caters Bills and Payment Services, has been operational since 05 July 2019 and the second kiosk for the frontline services of the Community Services Department (CSD) shall be launched once the construction of the new FAB Labor Center is completed. Continuous improvements shall be observed and implemented even after the project to ensure the equipment’s stability and longevity.

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