National Land Administration launches new “Qme” queue management system – Firstlook

The National Land Agency (NLA) has launched the Qme queue management system which will enhance customer service at its land title department. The new service aims to eliminate queues at customer service areas, giving customers more freedom to plan their time more efficiently.
The service was launched on March 25, 2019 and will be implemented in two (2) phases. In the first phase of Qme, customers will be placed in a virtual queue with a customer service representative upon arrival at the land title department. Once in the Qme queue, customers will receive updates via text message about their estimated wait time and their position in the queue. As the time to speak to a customer service representative gets closer, customers will receive notifications every 30 minutes and every 6 minutes thereafter. All text message charges will be borne by the NLA.
Customers can access the following services in Qme Phase 1:
 Application Desk
 Customer service
 Scheduling
 Search station
The second phase of the service will be rolled out in the 2019/2020 financial year, when clients will be able to queue virtually through the agency’s website www.nla.gov.jm or at self-service kiosks located at land title departments. Clients who choose to use Qme through the agency’s website will be able to make an appointment to speak to our in-house lawyers or to deal with matters related to simultaneous filings. Clients who queue through the self-service kiosks will have access to the first phase of the service.
“The day-to-day customer service operations of our Land Title Department required the State Land Office to implement a system that would meet the needs of our customers. Their transactions are multi-faceted, so we needed a system that could manage the day-to-day complexities of the department. Qme was able to achieve this because it is more sophisticated than the traditional “get a ticket or get a number” system that many have become accustomed to. Our customers can now plan their time more efficiently because once they register with Qme, they do not have to wait in the office as they will receive real-time updates on the status of their respective appointments via text message. Qme ushers in a new era of public sector customer service and the State Land Office is excited to be a pioneer in this regard,” said Nicole Hayles, Acting Senior Director of Business Services.
By eliminating the physical queue, Qme allows customers to join the queue at their convenience, making more efficient use of their time.