The Department of Lands and Physical Planning has introduced a new Smart Queue System to improve client service and reduce long queues at its office.
The system, supported by a Qmatic self-service kiosk at the customer service counter, requires clients to obtain a queue number and wait for their number to be displayed on the digital screen before proceeding to the designated counter.
DLPP Secretary Benjamin Samson announced the initiative during the Department’s Independence Day celebration on Tuesday, 15th September 2026.He said the new system will transform how clients access services, with all clients to be served at the customer service counter instead of moving throughout the building.
“We now have a Qmatic self-service machine up at the customer service counter. My challenge to all divisional directors is to make sure and ensure that your customer service officers must always be present at the respective counters,” Samson said.
“No more clients will be entering the building. Everybody must be served at the counter, because we are transforming this place to serve our people, and it has to be a one-stop shop for everyone,” he said.
According to the Department, the introduction of the Qmatic system is part of its broader efforts to improve client service, strengthen the flow of people accessing services, and create a more organized and professional service environment.
The Department is encouraging all clients to follow the Qmatic process and wait for their allocated number before proceeding to the relevant service counter.
DLPP says it remains committed to transforming service delivery and ensuring a more efficient and organized customer service experience for people accessing lands services.
