MyTurn

MyTurn grew out of the Senhas.pt portal into a full public-service product, with appointments and queues running in the same system. People book a time or take a ticket, staff serve from the digital desk, screens call the next number and management sees waiting times in real time. In production at hospitals, banks, municipalities and contact centres.

For the citizen

• Senhas.pt service portal: find the desk, take a digital ticket and follow the queue on the phone
• Printed ticket at the dispenser, or digital with QR — or both at once
• Online booking with confirmation, reminder and check-in on arrival — in person or by video call
• Your-turn alerts by SMS, email or on the phone itself
• Satisfaction survey at the end of service

The ecosystem

• Dispenser/kiosk printing tickets, on existing or new hardware
• Calling TV with chime and voice, plus multimedia content between calls
• Operator station for the front desk
• Service rating terminal
• Video appointments, so the citizen does not have to travel
• Mobile app with no install: opens in the browser, the QR code links the ticket to the phone
• Management back office and client/licence panel

For the organisation

• Operator station: call, transfer to another service, breaks and history
• Calling screens on TV or signage, with scheduled multimedia content
• Queues per service with priorities and automatic routing between services
• Multi-entity and multi-site management, with a consolidated view across desks
• Estimated waiting time and resource allocation from historical data
• Real-time statistics and reports by service, desk and operator
• Back office for services, schedules, users and access profiles
• Cloud or on-premises, integrating with existing dispensers and equipment