Recommendation to Nigerian Banks — Managing The Long Queues
I was at the Bank this morning but couldn’t get anything done and had to leave because of the long queues. What was sad was the level of disorientation and ineptitude on how to handle the crowds. Even the security guards told me, “they are not listening to our ideas inside”. Social distancing WAS NOT OBSERVED, despite the armed policemen trying to coordinate.
Dear Banks, we can only imagine the pressure after a lockdown, however here are a few hacks that may help:
1. As individuals arrive, no matter the time (before opening), let the security guards issue out tally numbers. This means the tallies must be ready by the previous day and given to the guards or a trusted early bird. With the tallies, queues aren’t necessary and social distancing can be achieved.
2. Batch everyone in groups of 10 customers each:1–10; 11–20 etc.
3. Still within the batches, further segment individuals according to their banking needs. Deposit money, Collect ATM card, Withdraw money, International Transfers etc.
4. Assess your capabilities for the services required (number of staff available and who will handle what, including coordinators outside) and add some strategic thinking such as:
- Inviting or commissioning mobile money agents on-site and outside to handle deposit and withdrawal transactions maybe to a certain amount e.g. 100k and below. This will eliminate a significant number of people outside.
- Collating and batching certain requests such as the collection of ATM cards etc, take a group of requests to process inside so once the individuals get in, they get out immediately.
- Some people’s needs may even be impossible to meet that day, let them know early
- In all of the above, let the tally numbers be used to determine who is next, especially if some people will be serviced earlier due to the nature of their request
- I can go on and on, but you know your services.
5. Now, this is the most important point — observe the processing time for each batch and estimate how long it will take to clear the total number of tallies for that day. To do this, estimate the time it takes to service each batch for the first 3 groups and use the data to estimate the average time it takes to clear a batch. Therefore use this data (information) to project when to stop issuing out tallies for the same day. This will let people know upfront if they will be served before the close of business at 1/2 pm.
Spread this until it gets to the top, so we do not suffer for anything. Respectfully speaking, it is the branch managers that are failing to apply this pragmatic problem-solving technique. Banks, this is the time to live up to your “outstanding” adverts!
Well done, all the same, we know it is not easy.
I wish you, Goodspeed!
Emmanuel Tarfa.
