Ticketless ID Operated Queue Management Optimization with SMS Notification and Voiceover Feature

This research investigated the feasibility and effects of deploying a hybrid Queue Management System (QMS) at the Jose Rizal Memorial State University-Dipolog Campus in the 2023–2024 academic years. The study addressed long-standing inefficiencies in the manual queuing processes of the Registrar and Cashier offices, which had led to long waiting times, crowded service areas, and communication gaps that hampered administrative operations and student satisfaction. It did this by using a developmental research design and by drawing on the work of Ramasamy and Chua (2012). A ticketless Student ID-Operated Queue Management Optimization system was created in response, incorporating voiceover announcements through the Public Address (PA) system, a live dashboard, an admin control panel, and real-time SMS notifications. The system was rated highly in terms of sustainability, efficiency, compatibility, usability, security, maintainability, and portability after being assessed using surveys and descriptive statistics. The outcomes show that the technology improved service delivery and efficiently streamlined queuing processes. The solution, which was created using Agile methodology and was based on Queueing Theory, optimized queue lengths, reduced waiting times, and enhanced user experience, establishing both theoretical soundness and practical functionality. These results imply that operational responsiveness and service quality in academic contexts can be greatly enhanced by strategic digital solutions catered to institutional demands. For smooth system engagement, the study suggests updating hardware, especially touch screen components. Additionally, it supports the system's potential as a scalable model for queue management in comparable institutional environments by promoting future research to increase the system's adaptability across different deployment contexts.