Customers that were interviewed by Monitor recently expressed appreciation of the new system that has dramatically improved service. The department's poor provision of vehicle registration, driving licences, change of ownership and related services had for long been its bane, attracting public indignation.

Visiting the two centres has ceased to be the pain it used to be. On arrival, the customer is promptly issued with a ticket reflecting the token number, the type of service required, and estimated waiting time. The department's acting director, Raveendran Nayar noted that,"by deviating from the traditional way of standing in a queue, now the customer may be seated in the waiting area until their turn comes." Their turn's notification is conveyed simultaneously through the flashing of numbers on a display screen and the audio system. The QMS has eliminated the queue jummping menace, and operates strictky on the trusted principle of first come, first served. Among the advantages of the new system, as enumerated by Nayar, include affording the customer the opportunity of going straight to the right counter for service, in addition to giving them a clear indication of the waiting time. "Management can closely monitor how many customers aew waiting for a particular service, if necessary they can be transferred to other counters. This is also a tool for measuring waiting time of each service as well as to measure the performance of each officer.
"Management can also know how many customers are served in a day for each type of service and if necessary make changes at the counter for efficiency of service provision," explained Nayar. Nayar further disclosed plans to roll out the QMS next year to other busy stations auch as Maun, Francistown, Selibe Phikwe, Lobatse, Gaborone Fairground Mall, Mogoditshane and others, "subject to availability of funds."
The DRTS' new system can be easily replicated in other government establishments with high public interaction such as public hospitals, registration at the University of Botswana, immigration, post offices, banks and others.