The long lines at the one-stop stores of one of the largest subdivisions of the National House of Social Insurance – the Botanica local house – are no longer a reality. Over half a year ago, the ‘electronic line’ system was implemented here by which the visitors choose the wanted service, get a ticket and wait their turn, when their ticket number is indicated on an electronic panel.

In an interview quoted by IPN, Botanica local office head Maria Zagarniuc said the local house of social insurance of Botanica district now serves 38,000 pensioners, almost 22,000 economic entities and about 5,000 recipients of benefits intended for families with children. The house’s 40 specialists work based on the Front Office (work with the clientele) and Back Office (processing of applications) principles. The staff is regularly rotated from the Front Office to the Back Office and vice versa. “It is a very good practice allowing the specialists to know the whole working process, in both directions,” stated Maria Zagarniuc.

She also said that the implementation of the ‘electronic line’ system allowed creating a maximally comfortable atmosphere for visitors, while the staff was provided with more favorable conditions for efficient work. The visitors welcomed the new system given that they now do not need to stand in line for hours. The implementation of the new system allowed reducing to a minimum the number of conflict situations in the hall and the waiting time.

The working program of the employees of the Botanica local office of social insurance is flexible and the clients are served continuously, with no lunch hour. The house serves daily 400 to 500 persons or even about 800 persons when the economic entities present the monthly reports.