Optimizing Customer Experience: Digitizing Queuing System for LGU Alaminos City

This study examined the enhancement of customer experience in LGU Alaminos City through the development and implementation of an advanced queuing system. The system was designed to streamline processes, minimize wait times, and improve service efficiency. By integrating modern technology and strategic design, the study assessed its impact on customer satisfaction and operational effectiveness. A mixed-methods approach was used, incorporating quantitative data from wait-time analysis and system performance metrics, along with qualitative insights from customer satisfaction surveys and staff interviews. This comprehensive evaluation measured improvements in service flow, transaction efficiency, and overall customer experience. The findings revealed a significant reduction in wait times and an increase in customer satisfaction. The system enhanced workflow efficiency, allowing LGU personnel to manage transactions more effectively and prioritize urgent cases. Respondents reported a more organized, transparent, and user-friendly queuing process, contributing to a positive public service experience. This study highlights the importance of technology-driven innovations in optimizing government service delivery. The advanced queuing system proved to be an effective solution for improving service accessibility and efficiency. The insights gained can serve as a model for other local government units seeking to modernize their queuing systems and enhance customer service.