Fair Turn
Queue trust by centre and shift: where customers say someone was served first.
The job
Spots where customers feel others jumped the queue or were favoured, by centre and shift, and separates official priority rules from unexplained jumps. Helps fix the process behind them and prove that trust in the queue came back.
The moment
Feedback where customers say someone was served before them is scored by service centre and shift. Each of the 41 centres is shown as a printed queue ticket.
Three centres print red tickets, all on the morning shift. All three turned red the week the ticket kiosk was bypassed for a walk-in counter.
The kiosk rule is restored.
Six weeks later the three new tickets read like the other 38 and are stamped "fairness restored". That page of the committee pack 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 complaints per 1,000 feedback items by centre and shift, the share of process changes confirmed as restoring fairness within six weeks, and how much queue trust adds to each centre's star rating or satisfaction score.
Built for
- Compliance, complaints & legal
- Branch, store & field managers
