VIGATEC installed self-service customer service kiosks

Customers: Ministry of Social Development

Solution: Self-service kiosks

Since 2013, Vigatec has installed self-care modules in offices of the Ministry of Social Development and municipalities throughout the country. Implementing this system has an 86% approval by the citizens, as they considerably decreased the procedures’ management time.

The technology offered by Vigatec, aims to contribute to the institutions’ operational efficiency for the services it delivers. In this case, through self-care solutions to deliver an average of 116 thousand monthly documents, required for state procedures.

The Scenario

Applicants to various state subsidies, for example, housing, elderly bonus, bonus per child, permanent social contribution, family allowance, pregnancy, among others, require a Social Protection or a Social Household Registry to obtain some of these benefits. The applicant, in many cases pregnant women or children, had to attend the Ministry of Social Development offices at the regional level or municipal offices and carry out this procedure, having to wait for several hours.

The Vigatec Proposal

The Ministry of Social Development required a technological solution to eliminate waiting times for this process. To achieve this, Vigatec proposed the installation of self-service kiosks with One Touch technology, which consists of digital fingerprint and identity card recognition. With this formula, the operation is performed safely and the applicant can acquire the document more expeditiously

This tool has an approval of 86% by citizens, who process an average of 116 thousand cards per month, nationwide. The project began with 70 pieces of equipment in 2013 and over time, the ministry acquired more, reaching the 215 that are currently installed.

The kiosk has software designed by Vigatec especially for this equipment, and it stores all of the Institution’s basic information. In this way, they guarantee updated data as the user provides new information through their procedures.

This self-service module is very useful, as it can issue many different types of certificates and doesn’t require much interaction or computer skills. It’s a touch device and only requires an identity card and fingerprint.

The challenge

Like all projects, Vigatec has had to overcome several challenges so that the solution’s implementation works as expected by the client, in this case, some attention points didn’t have the internet quality required for optimal function.

To solve it, Vigatec, along with the Ministry of Social Development, moved based on the established plan and concluded that the best option was to install the modules in sites that would have the required connection speed and which were also convenient for the public. Thus, from a social point of view, the benefit is still being delivered, even though it meant a significant change in the initial plan for Vigatec.

Currently, the kiosks represent an operational resource and agility optimization example. With this implementation, the Ministry of Social Development has reduced the users’ waiting times and has improved its employees’ productive capacity.

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