Case Study: Federal Authority for Identity and Citizenship achieves shorter wait times and centralized branch control with Wavetec's Spectra Queue Management System

Federal Authority for Identity and Citizenship - Customer Case Study

The Federal Authority for Identity and Citizenship (FAIC) in Dubai, serving across 58 branches, faced a major operational transition after its reorganization and needed to ensure customer happiness despite massive and variable customer influx. To gain control over distributed operations and optimize service, FAIC partnered with Wavetec to deploy a Queue Management System and Spectra enterprise software across 95+ systems.

Wavetec’s Queue Management System powered by Spectra integrated with peripherals and centralized reporting to streamline workflows, provide real-time business intelligence, and enable customizable setups and live dashboards. As a result, Wavetec helped FAIC reduce customer waiting times, monitor KPIs (average service time, average waiting time, number of people waiting), track staff performance remotely, optimize service areas and staff productivity, and centrally monitor and control branch operations.

Federal Authority for Identity and Citizenship