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The Smart Queue Management System (SQMS) is a digital solution developed to address the common problem of long waiting lines in service-based environments such as hospitals, banks, government offices, educational institutions, and service centers. Traditional queue systems require people to stand in physical lines for extended periods, leading to overcrowding, confusion, and inefficient service management.

The proposed system replaces conventional queues with a digital queue management platform that allows users to join service queues using their smartphones. Upon arriving at a service location, users scan a QR code displayed at the entrance. This directs them to a web interface where they enter basic information such as their name and the service they require. Once submitted, the system generates a unique digital token that represents the user’s position in the queue.

After receiving a token, users can monitor their queue status in real time through their mobile devices. The system displays information such as the token currently being served, the number of people ahead in the queue, and the estimated waiting time. These updates are dynamically adjusted based on actual service durations and queue movement.

As the user’s turn approaches, the system sends notifications prompting them to move toward the service counter. This eliminates the need for customers to physically stand in line and allows them to wait comfortably until their service time arrives.

Service staff use a dedicated interface to manage the queue by calling the next token, skipping absent customers, or handling priority cases such as elderly or emergency visitors. Display screens located in waiting areas also show the current token being served and the counter number to ensure clear communication.

The system can support multiple service stages where users automatically move from one queue to another after completing a service step. For example, in a hospital setting, a patient may progress through registration, consultation, billing, and pharmacy queues in an organized sequence.

Administrators can monitor queue activity through an analytics dashboard that provides information such as average waiting times, queue lengths, and peak service hours. This data helps organizations optimize staffing and improve operational efficiency.

By integrating digital token generation, real-time queue tracking, automated notifications, and intelligent queue routing, the Smart Queue Management System enhances service management while improving the experience for both customers and service providers.