When the waiting becomes the problem.
A counter that overflows is not a staffing problem but a flow problem. Four months to treat it as one.
The assignment
Bringing order to what played out in the queue.
CARMI receives beneficiaries daily whose reception played out in a queue with no established order. ETL Expertise put in place a system to manage those flows automatically.
The assignment deployed a programmer, a human resources specialist and a supervisor, in association with Splendid Talent.
The aim was not only to cut waiting times: it was to make reception predictable, for the beneficiaries as much as for the staff.