Case Study: Botswana Unified Revenue Service achieves streamlined queues and improved customer experience with Wavetec Queue Management Solution

Wavetec Deploys Queue Management Solution for Botswana Unified Revenue Services

Botswana Unified Revenue Service (BURS), the government agency responsible for tax assessment and collection in Botswana, faced high footfall of business representatives and stakeholders that created irregular queues, long waits and a need to better measure staff performance at customer service points. To address this, Wavetec was engaged to deliver a technology-driven customer experience solution using its Virtual Queue Management System alongside Donatello Digital Signage and Opinion Plus for feedback.

Wavetec designed and deployed a turnkey queue management solution—dual-printer touch-screen kiosks issuing virtual tickets, branded kiosks at customer touchpoints, Donatello LCD signage, on‑spot feedback via Opinion Plus, and centralized live dashboards and reports. The Wavetec system gave BURS real-time business intelligence to track customer flows, waiting times and staff performance, capture 360° customer feedback, and produce actionable reports used to streamline service areas, monitor branch performance and forecast daily footfall.

Botswana Unified Revenue Service