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WORC Installs New Qlogik Customer Service System

Local News 23 Oct, 2023 Follow News

WORC Installs New Qlogik Customer Service System

Customers using the services at Workforce Opportunities & Residency Cayman (WORC) now use a new ticketing system that allows for more efficient service.

This new ticketing system called Qlogik, was launched 1st September to help track service delivery times and streamline the footpath of customers while providing a high-level overview of the number of customers served within a month. The system also provides information that will better equip WORC’s leadership to implement any necessary operational changes to best serve internal and external stakeholders.

The system is user-friendly; once a customer enters the WORC office lobby, the customer selects an option from the five (5) available services in the Qlogik system. The five (5) service options a customer can select include; general queries, JobsCayman, multiple payments, single payments, and endorsement stamps. Once an option is selected, a ticket is generated, starting the timer. The customer is then guided to have a seat and is able to see the progress on the Qlogik dashboard screen. When the customer is ready to be served, the Qlogik system calls the number and directs them to the relevant workstation to be served. When the transaction is complete, the ticket is closed and the system calls another customer to be served.

During the soft launch in September, over a period of twenty-one (21) days the Qlogick dashboard report showed six thousand nine hundred and seven (6,907) customers served with an average wait time of nine minutes and forty-six seconds (9:46) and five minutes and twenty-eight (5:28) average transaction time. Reducing the customer time to complete services at an average of fifteen minutes and fourteen seconds (15:14).

Deputy Director for Business Operations, Allison Lovinggood said “Customers have shared positive feedback about the new system stating that it now feels similar to other Government offices who use similar systems. They like that they know where to go next and when they will be served. The system allows us to be more efficient in our customer service. For those who are not able to use some of our services online, we want to ensure they are in and out of the office quickly so they can continue on with their day.”

Customers who are registered on the JobsCayman portal can make payments online by visiting www.worc.ky .

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