Fair Turn
Queue trust by centre and shift: where customers say someone was served first.
The job
Detect perceived queue-jumping and favouritism by centre and shift, separate stated policy priority from unexplained jumps, fix the process that allows them, and prove that trust in the queue came back as one audited driver of the published rating.
The moment
Of 41 centres, three print red tickets, all on the morning shift, and all start the week the ticket kiosk was bypassed for a walk-in counter. The kiosk rule is restored. Six weeks later the three after-tickets come out of the committee pack stamped fairness restored, reading like the other 38, and that page goes to the minister.
What it does
- Open a private fairness case
- Refer privately to integrity and the centre director
- Log a process change
- Record the verdict
- Send the committee pack
What you see
Queue-ticket printouts per centre with a fair-turn index, a private case and change register, and a committee pack of stamped before/after tickets (PDF link)
What it moves
Unexplained fairness claims per 1,000 service-centre feedback items, by centre and shift. Also the share of process changes that verify as 'fairness restored' within six weeks, and the queue-trust driver's contribution to the centre's star rating or satisfaction score.
Built for
- Compliance, complaints & legal
- Branch, store & field managers
