Day 1: Service-Point Readiness, Reception, and Triage

Assessing Reception-Point Readiness

• Check service systems/support before opening
• Prepare information for most requested services
• Identify support route per likely disruption
• Use a service-point opening checklist

Reception and Routing

• Recognize the requested service quickly
• Route customer correctly the first time
• Explain documents/next steps before waiting
• Prevent unnecessary movement between service counters

Initial Request Triage

• Distinguish complete from incomplete transactions
• Identify cases requiring priority or support
• Record reason for referral to specialist
• Apply triage card to varied cases

Day 2: Flow Management and Transaction Delivery

Queue and Time Control

• Monitor queue length and waiting time
• Redistribute work when pressure rises
• Give customers a realistic service-time estimate
• Apply priority rules consistently

Transaction Delivery and Verification

• Follow approved procedure without bypassing controls
• Verify data and documents before approval
• Confirm result before closing the transaction
• Record items requiring later follow-up

Case Handoffs between Employees

• Prepare concise summary of completed work
• Attach relevant evidence and documents
• Identify owner next step and deadline
• Avoid asking customers to repeat information

Day 3: Peak Demand and Operating Discipline

Managing Peak Demand

• Prioritize cases by urgency and impact
• Redistribute roles when demand increases
• Maintain calm and accuracy under pressure
• Activate alternative route during system disruption

Service-Point Operating Indicators

• Measure waiting time and first-contact resolution
• Monitor rework and unnecessary transfers
• Review indicators after service period
• Select operating action for next day

Running Service-Period Simulation

• Assign reception delivery and support roles
• Manage queue interruptions and priority cases
• Complete case handoffs between employees
• Conduct a concise after-action review

• Readiness and operating checklists used before a service period begins
• Triage and routing cases involving complete incomplete and priority requests
• A timed queue and case-handoff simulation involving several employees
• A daily operating board linking indicators with the next improvement action