FORM 2
THE PATENTS ACT. 1970
(39 of l970)
&
THE PATENT RULES, 2003
COMPLETE SPECIFICATION
(See Section 10 and Rule 13)
Title of invention:
A SYSTEM AND METHOD FOR QUEUE MANAGEMENT AND
OPTIMIZATION
Applicant
TATA Consultancy Services Limited A company Incorporated in India under The Companies Act, 1956
Having address:
Nirmal Building. 9th Floor.
Nariman Point. Mumbai 400021,
Maharashtra, India
The following specification particularly describes the invention and the manner in which it is to be performed.

FIELD OF THF, INVENTION
The present invention particularly relates to a field of (process optimization) data processing. More particularly, the invention relates to a customer queue optimization in a service delivery centre by determining an estimated waiting time,
BACKGROUND OF THE INVENTION
The advancement in technology has resulted in increased the dependency on centers delivering service on customer's demand. Such service delivery centers are compelled to meet the quality standard by delivering services in a faster and convenient manner. The service delivery centers generally include businesses from banking, call centers, hospitals, help lines or any public private institutions serving to customers directly. In corporate e-governance initiative, customers are suggested to be served remotely, telephonically to save on human time value, fuel and resources. However, some services still remain confidential services which need to be attended in person by a customer e.g. banking,, hospital, police investigations, etc.
Hence, apart from saving physical resources, the saving on human time value (attributed to customer delight) still remains the challenge because of large number of customers that are kept waiting in the physical queues stationed at the site waiting to be served. Conventionally and ironically: all these service delivery centers have a plurality of queues in front of each service desk. These queues may last for many hours, during which the customer merely shuffles along until the service is obtained thereby resulting in huge wastage of human time value. The unmanaged queues reduce the efficiency of the service provider as the large customer queues create lot of impatience, confusion and frustration. Furthermore, customers find it frustrating to spend an overwhelming proportion of their time standing in queues. The customer's satisfaction is of prime importance in achieving a high market value. From business point of view, management of queue is a process that ensures business efficiency at

the expense of customer's time and convenience. Thus, it is desirable to reduce the waiting time of a customer by providing a means for proper management of queue.
For management of customer queues, conventionally a token issuance system is used. A queuing and scheduling process for such token issuance system is adopted thai issues an advance ticket or token with a particular token number so that a customer may get an approximate idea of the waiting time. However, such system is unsuccessful when there is a malfunction, a cancellation or a delay in providing the service itself. In addition to necessitating a physical presence of a customer at the service delivery centre, the conventional token issuance systems are further devoid of alternative communication channels with the queued customers except for a token display device that is generally used for this purpose.
The conventional token display device flashes a token number and delivery terminal number and the concerned customer is required to report immediately at the displayed terminal so that such linearized queue arrangement may not get disturbed. Most of the token issuance systems provide linearized token issuance for queued customer, however they do not teach management of adaptive queuing and scheduling of customer requests,
Therefore, an adaptive queue management and scheduling system is required at a service delivery centre for managing the customer requests and queues both
physically and remotely.
OBJECTS OF THE INVENTION
It is the primary object of the invention to provide a management of the customer queue in a service delivery centre.

It is another object of the invention to provide a system and method for generating a token with respect to the input provided by the customer.
It is yet another object of the invention to provide a system and method for calculating an estimated waiting time for the customer waiting in a queue for obtaining the service.
It is yet another object of the invention to provide a system and method for transmitting an updated estimated waiting time remotely in case of any cancellation or delay in the services.
It is yet another object of the invention to provide a system and method for booking an advance appointment remotely for obtaining the service for a privileged customer.
SUMMARY OF THE INVENTION
The present invention discloses a system for a customer service queue optimization in a service delivery centre. The system comprises of a token processing apparatus configured to generate at least one token. The token processing apparatus comprises of a user interface adapted to receive one or more service requests from the customer. The system further comprises of a queue managing component coupled with the token processing apparatus for placing the service request of the customer in an ordered queue. The queue managing component comprises of a calculation module for calculating an estimated waiting time for each waitlisted customer such that the token generated by the token processing apparatus includes the estimated waiting time, a token number and the service requested by the customer. The system further comprises of a front end storage means communicating with the queue managing component and is adapted to store one or more inputs received from the customer for generating the token, a communication means for transmitting at least one service delivery status message to the customer's wireless device, the message

recording an estimated wailing time for the assigned token number of the service requested by the customer and a service delivery terminal communicating with an administrative module. The administrative module configures the services available in the service delivery centre. The service delivery terminal adapted to deliver the service requested by the customer. The system further comprises of a display in communication with a display module for controlling the operation of the display. The display adapted for displaying the token number of the customer waiting in the queue for obtaining the service along with the service delivery termina) number and for displaying current assigned token number and next token number to be served at each service delivery terminal. The system further comprises of a communication gateway to enable communication between the queue managing component, the front end storage means, the service delivery terminal and the display.
The present invention also discloses a system for a remote customer queue optimization in a service delivery centre. The system comprises of a web connected interface adapted for receiving one or more input provided by a customer for selecting a service to be obtained at the service delivery centre and a token processor configured for generating a token according to the one or more input provided by the customer. The token processor is further configured to transmit details of the token to the customer at the web connected interface in real time. The system further comprises of a queue managing module communicating with a backend storage means such that the backend storage means stores the input provided by the customer through the web connected interface. The queue managing module is configured to place the service selected by the customer in an ordered queue. The queue managing module comprises of a reservation module for booking an appointment for the customer with respect to the service selected by the customer at the web connected interface and a validation module configured for validating the one or more input provided by the customer in order to authenticate the token processor for generating the token after validating the availability of service requested by the customer. The

system further comprises of a communication means for transmitting at least one service delivery status message to the customer's wireless device, the message recording the date and time of the appointment booked and the assigned the token number for the service requested by the customer, a service delivery terminal communicating with an administrative module adapted to communicate with the queue managing module and the front end storage means for delivering the service to the customer and a communication gateway to enable communication between the backend storage means, the token processor, the queue managing moduie and the service delivery terminal.
The present invention also discloses a method for a customer service queue optimization in a service delivery centre. The method comprises of processor implemented steps of receiving one or more inputs from the customer for each service request, generating a token in response to each service request of the customer, each token comprising a token number, service code and an estimated waiting time and calculating the estimated waiting time according to requested service type, means of pending work requests, means of service delivery efficiency and an adaptive variance. The method further comprises of generating the token by placing the service request in an ordered queue, the token comprising token number, estimated waiting time and the service requested by the customer, transmitting a digital token and subsequent updated estimated waiting lime messages to the customers' wireless communication device and updating a queue counter, upon exhausting the service request token number.
The present invention also discloses a method for a remote customer service queue optimization in a service delivery centre. The method comprises of processor implemented steps of receiving one or more inputs from the customer for each service request for booking an appointment, validating the one or more inputs provided by the customer to authenticate the generation of token after validating the

availability of service requested by the customer and generating the token for the booked appointment by placing the service request in an ordered queue. The token comprises of the token number, date and time of the booked appointment and the service requested by the customer. The method further comprises of transmitting a digital token via a message for confirming the appointment booking and for updating subsequent modification in the date and time of the booked appointment to the customers' wireless communication device, an d updating a queue counter, upon exhausting the service request token number.
BRIEF DESCRIPTION OF DRAWINGS
Figure 1 illustrates the architecture of the system in accordance with an embodiment
of the system.
Figure 2 illustrates the architecture of the system in accordance with an alternate embodiment of the system.
Figure 3 illustrates the process flow of the system in accordance with an embodiment of the system.
DETAILED DESCRIPTION OF THE INVENTION
Some embodiments of this invention, illustrating its features, will now be discussed: The words "comprising", "having", "containing", and "including", and other forms thereof, are intended to be equivalent in meaning and be open ended in that an item or items following any one of these words is not meant to be an exhaustive listing of such item or items, or meant to be limited to only the listed item or items. It must also be noted that as used herein and in the appended claims, the singular forms "a", "an", and "the" include plural references unless the context clearly dictates otherwise. Although any systems, methods, apparatuses, and devices similar

or equivalent to those described herein can be used in the practice or testing of embodiments of the present invention, the preferred, systems and parts are now
described.
Hie disclosed embodiments are merely exemplary of the invention, which may be
embodied in various forms.
The present invention discloses a system and a method for a customer service queue optimization in a service delivery centre. The invention calculates an estimated waiting time before generating a token for providing the service selected by the customer. The selection of service is performed at the service delivery centre or through a web connected interface. The system also provides the regular update to the customer regarding the current waiting time and the token details.
In accordance with an aspect, referring to figure 1, the system (100) comprises of a token processing apparatus (102) configured for generating a token and includes a user interface (104) for receiving one or more input from the customer. The token processing apparatus (102) is electrically coupled to a queue managing component (106) which is configured for placing the service requested by the customer in an ordered queue. The queue managing component (106) further comprises of a calculation module (108) which calculates the estimated waiting time left in obtaining the service requested by the customer. The system (100) is also provided with a front end storage means (130) for storing the one or more input provided by the customer.
The token processing apparatus (102) receives one or more input from the customer by means of its user interface (104). The input provided by the customer includes and is not limited to type of transaction, number of transactions, type of service. transaction amount (wherever applicable) and contact miniber of the customer. The token processing apparatus (102) accepts this input and processes it. The token

processing apparatus (102) then forwards the input of the customer to the queue managing component (106). The queue managing component (106) then calculates the estimated waiting time for providing the service selected by the customer by means of its calculation module (108).
The calculation module (108) for calculating the estimated waiting time includes a plurality of components (not shown in figure). The calculation module includes an identification module for identifying the input provided by the customer and will put it into a list by means of a listing module. The recording module of the calculation module (108) will record all the calculations performed inside the calculation module (108). The counting module will count, add or subtract by means of a counting module, an adder and a subtractor respectively.
The token processing apparatus (302) again communicates with the queue managing component (106) for receiving the estimated waiting time for generating the token. The token generated by the token processing apparatus (102) includes a token number, estimated waiting time and the service requested by the customer. The customer then waits for obtaining the service as per the estimated wailing lime mentioned on the token.
In accordance with an embodiment, by way of specific example, the token processing apparatus (102) facilitates the selection of the service out of a list of banking operations. These banking operations include but are not limited to cash
deposit, cash withdrawal, new account opening, passbook update, general services or a combination thereof.
The front end storage means (110) is in communication with the queue managing component (106) stores the input of the customer. The front end storage means (110) supports the use of the input for all necessary future actions needed at the service delivery centre (101).

The user interface (104) of the token processing apparatus (102) includes an input means for providing input manually. This input means may include a button or a touch screen or a combination thereof. The input through the input means is stored in the front end storage means (110).
The system (100) further comprises of a Communication means (112) for transmitting a message to the customer's wireless device. The message includes the details of the generated token and estimated waiting time left in obtaining the service. The message is transmitted at a regular interval in order to update the customer regarding the updated waiting lime left in obtaining the service. By way of a specific example, if the estimated waiting time mentioned in (he token is 3 hours and token number is CD70, a message will be transmitted to the customer's mobile phone for providing a confirmation of the generated token number and the estimated waiting time. Now: if 10 tokens are cancelled then the updated estimated waiting time will be calculated by the calculation module (108) automatically. Accordingly, an updated message will be transmitted to the customer's mobile phone at some regular interval for confirming that the current waiting time is 2 hours 30 minutes and the token number is CD70.
In accordance with an embodiment, the communication means (112) is selected from a group of and is not limited to LAN. GPRS. witi, internet or a combination thereof. The communication means (112) may also update a customer by sending an electronic message.
In accordance with an aspect, the system (100) further comprises of a service delivery terminal (114) for providing the service selected by the customer. The service delivery terminal (114) communicates with queue managing component (106) and the front end storage means (110) in order to receive and transmit details of service delivered and selected by the customer. The front end storage means (110)

also stores all the details of the services provided at the service delivery terminal (114). The queue managing component (106) automatically places the token in an ordered queue based on the type of service requested and the estimated waiting time calculated by the calculation module (1 OS).
In accordance with an embodiment, the system (100) comprises of a plurality of
service delivery terminals (114). All these service delivery terminals (114) are meant for providing a particular type of service selected by the customer.
The service delivery terminal (114) communicates with an administrative module (116). The administrative module (116) is adapted to configure the services available at each of the service delivery terminal (114) in the service delivery centre (101). The administrative module (116) stores the performance of each service delivery terminal (114) in terms of time consumed by the service delivery terminal (114) in providing the specific service to the customer. This time and the type of service are transmitted to the front end storage means (110) for calculating the efficiency of a teller providing the service at the particular service delivery terminal (114). This time is also used by the administrative module (114) for generating one or more performance report of the teller serving at each of the service delivery terminal (114). The report is transmitted to one or more monitoring branch for future analysis.
In accordance with an embodiment, still referring to figure 1, the system (100) may include a branch server which may host a plurality of modules at the particular service delivery centre (101). The plurality of modules include and is not limited to the token processing apparatus (102), the queue managing component (106), the administrative module (116) and the display module (131). The administrative module (116) may be accessed by a branch administrator via a special login.
In accordance with an embodiment, still referring to figure 1. the branch server of each service delivery center (101) is integrated with a Core Banking Solution (CBS)

via LAN/internet or some alternate communication channel. This integration will update the status of a service delivery terminal (101) about the number of token generated which are to be processed in a day and type of service requested by the customer. The status may be used for generating a status report by an administrative module (116).
The system (100) further comprises of one or more display (118) for displaying the token number and the estimated waiting time for the customer waiting in the queue for obtaining the service. The display (118) is in communication with a display
module (119) which is configured for controlling the operation of the display (119). The display (118) may also reflecl the number of the service delivery terminal (114) where the service will be provided. The display module (119) communicates with the token processing apparatus (106) so that the display (118) may reflect the updated estimate waiting time in case any token is cancelled or the number of service delivery terminal (114) number is reduced.
The system (100) further comprises of a communication gateway (120) to enable the communication between the queue managing component (106). the front end storage means (110), the service delivery terminal (114) and the display (118). The communication gateway (120) includes and is not limited to internet, GPRS or a combination thereof.
Jn accordance with another aspect, referring to figure 2, the system (100) also comprises of a web connected interface (122) for receiving one or more input provided by the customer to book an appointment for the customer remotely. The web connected interface (122) facilitates the prior token generation by means of a token processor (124). The token processor (124) generates the token based on the' input provided by the customer for obtaining the service before a fixed preset time period. When the token is generated, the details of the token are transmitted to the

customer at the web connected interface (122). The number of token generated for a particular day will be limited to a value. This value will be predefined, based on the availability of an active service delivery terminal (114). The generation of token will also depend on whether the day is a working day, half day or a holiday.
In accordance with an embodiment, by way of a specific example, the input from the customer includes and is not limited to a date and time for booking an appointment, type of service for which the appointment will be booked, type of transaction (home branch or non home branch), number of transactions to be performed, financial or non financial transaction, amount range for cash transaction and contact details of the customer. The contact details may include contact address of the customer and an email address of the customer.
The customer may also modify or cancel the booked appointment p rior to the scheduled date for example one day prior to the scheduled date.
In accordance with an embodiment, the web connected interface (122) facilitates the booking of an appointment for a privileged customer. The privileged customer is that customer who is given priority in providing a service at the service delivery terminal (114). The web connected interface (122) will then communicates with the Core Banking System (CBS) for booking an appointment for the privileged customer. The appointment confirmation details will be provided to the privileged customer at the web connected interface (122). A confirmation message will also be transmitted to the customer's wireless device. The message will be in the form of an SMS or an email or both.
The system (100) further comprises of a queue managing module (126) for managing a virtual queue formed due to generation of the plurality of token by the token processor (124), The queue managing module (126) places the service selected by the customer in an ordered queue so that next token can be generated by the token

processor (124). The queue managing module (126) further communicates with a backend storage means (128) configured for storing the one or more input provided by the customer at the web connected interface (122). The backend storage means (128) stores all the details for future analysis.
The queue managing module (126) further comprises of a reservation module (130) for booking an appointment with respect to the service selected by the customer at the web connected interface (122). The queue managing module (126) further comprises of a validation module (131) configured for validating one or more input provided by the customer. The validation module (131) validates whether the date and time requested by the customer and type of service requested by the customer are available or not. After validating the availability, the validation module (131) authenticates the token processor (124) to generate the token. The validation module (131) which is a part of the queue management module (126) is integrated with the Core Banking Solution (CBS) checks the availability with a plurality of service delivery centers (101).
In accordance with an embodiment, the validation module (131) also validates the one or more input provided by the customer for identifying whether the customer is a privileged customer. The privileged customer will be a category of customer given priority in delivering the service. The privileged customer will be predefined by a particular type of the service delivery centre (101).
The communication means (112) transmits a confirmation message to the customer's wireless device at a regular interval of time in order to update the details of the date and time of the appointment booked for obtaining the service selected by the customer and the token number assigned to the customer. The communication means (112) also transmits the details of the appointment booked to the service

delivery terminal (114) so that the service delivery terminal may schedule according to the list of the booked appointments.
The branch server communicates with the queue managing module (126) of core banking solution for getting the services booked in advance through the web connected interface (122). The service delivery terminal (114) communicates with an administrative module (116) for configuring the services available at each service delivery terminal (114) and for generating one or more performance report based on the time taken by each of the service delivery terminal (114) in providing the service to the customer at the service delivery centre (101).
In accordance with an embodiment, the service delivery terminal (114) is connected to a branch server. The branch server in the service delivery centre (101) is integrated with the Core Banking Solution (CBS) by which information about number of appointments booked for a particular day are transmitted by the communication means (112) to that particular service delivery centre (101) for providing the service to the customer.
The communication gateway (120) also enables communication between the backend storage means (128), the token processor (124); the queue managing module
(126) and the service delivery terminal (114).
In accordance with an aspect, (he present invention also provides the method of customer service queue optimization in a service delivery centre (101) comprises of that the customer provides one or more input to the interface of the token processing apparatus if he is present at the service delivery centre (101). This input is processed and a token is generated with respect to the service selected by the customer by calculating the estimated waiting time through the calculation module (108).

The estimated waiting time is calculated by first identifying the type of service requested by the customer. When the service is identified, the calculation module (108) will identify the respective service delivery terminals (114) where the service can be provided to the customer.
The calculation module (108) then prepares a list of services to be provided at each of the service delivery terminal (114) by means of the listing module. The recording module of the calculation module records the number of tokens generated for each of the service delivery terminal (114) and the type of service requested by the customer. The recording module present inside the calculation module (108) will also record and store one or more preset information related to one or more teller present on each service delivery terminal (114) on how much time will be consumed in providing a particular type of service lo the customer. By recording this, the measurement module will measure the efficiency of each teller present for providing the service.
The calculation module (108) further determines an average time which will be consumed at each service delivery terminal (114) in providing the service. The counting module of the calculation module (108) then counts the total number of tokens generated by the token processing apparatus (102) or the token processor (124) to be processed for providing the service at each service delivery terminal (114). The average time calculated above for each service delivery terminal (114) is multiplied with the number of tokens generated by means of the multiplication module present in the calculation module (108). The value obtained after the multiplication is further divided with the number of tellers present at each service delivery terminal (114) which are active for providing the service to the customer by means of the division module. The division will result in remainder if the number of tokens is odd in value. This remainder will be multiplied with the determined average time value to be consumed at each service delivery terminal.

The adder present inside the calculation module (108) will add the value obtained after division performed above to the value obtained after multiplying the each remainder with the determined average time to provide a resulting sum. The calculation module (108) will then round off the sum to nearest 5 minutes for obtaining a final value. The recording module then records this final value as the value of estimated waiting time. This estimated waiting time will be present on the token generated by the token processing apparatus (102).
In accordance with an embodiment, the updated estimated waiting time is automatically calculated when one or more token is cancelled though the interface (104). The subtractor of the calculation module (108) will then subtracts the reduction in estimated waiting time and will determines the updated estimated waiting time. If any of the service delivery terminals (114) is deactivated, the calculation module (108) further calculates a delay in the estimated waiting time. The adder of the calculation module (108) then adds an increased value to the estimated waiting time.
The confirmation message is transmitted to the customer's wireless device providing him all the details of token number and time for obtaining the service at the service delivery centre (101). The message is transmitted at a regular time interval in order to update the customer about the updated waiting time if any token is cancelled or the service delivery terminal (114) is reduced.
In accordance with an aspect, the present invention also relates to the method for
providing one or more input through the web connected interface (122). The customer may request for booking an appointment for obtaining a service remotely. The web connected interface (122) receives the details from the customer and forwards the same to the token processor (124) within the core banking solution. The

token processor (124) generates the token based on the customer's request and provides its details to the customer at the web connected interface (122).
With the increasing number of token generation a virtual queue will be formed. This queue will be managed by the queue managing module (126). The backend storage means (128) of the queue managing module (126) stores all the details provided by the customer. The reservation module (130) of the queue managing module (126) books the appointment for the customer before a preset time. By way of specific example, this preset time may be one day before which a customer may book an appointment.
The appointment is booked or the token is generated by the token processor (124) after the inputs received by the customer are validated by the validation module (131). The validation module (131) checks for the availability of date, time and type of service for which the appointment is to be booked for the customer. After checking the availability, the validation module (131) authenticates the token processor (124) io generate the token for booking the appointment. The token generated may contain date and time of the booked appointment, token number and the type of service requested by the customer.
The appointment booking confirmation is also transmitted to the customer's wireless device in the form of an SMS or en electronic message.
In accordance with an embodiment, the privileged customers also obtains the service at the service delivery terminal (114) with respect to the service requested by them or appointment booked by them at a particular branch of the service delivery centre (101) at a particular day and time.

BEST MODE/EXAMPLE FOR WORKING OF THE INVENTION
The process illustrated for a customer service queue optimization in the above paragraph can be supported by a working example showed in the following paragraph; the process is not restricted to the said example only:
Example 1: Let us consider a customer A visits the bank of his area at 11 am for
depositing a cash or Rs. 10.000/- in his savings account. He also wants to have a consultation for opening a fixed deposit account in the same bank. He provides the required inputs and selects both these services through the user interface (104) of the token processing apparatus (102) for generating a token. The token processing apparatus (102) generates two tokens for providing both the services. The token will mention token number CD25 for depositing cash after 30 minutes i.e. at 11:30 am and token number EQ26 for providing consultation after 50 minutes i.e. 11: 50 am. At the same time, the customer A will receive an SMS on his mobile phone confirming the token number and the time.
In the meantime, a customer B who's number was in display reflecting service delivery terminal (114) 15 for obtaining the service left the bank due to some reason. At the same time the teller of that service delivery terminal (114) will make an entry which will directly reach to the queue managing component (106). This queue managing component (106) through its calculation module (108) will calculate an updated waiting time for all the customers to be served after the customer B. The updated estimated waiting time will be transmitted to all the customers by maintaining a gap of 15 minutes so that the other customers may get some time to reschedule accordingly. Now the customer A will receive an SMS on his mobile phone for confirming an updated estimated waiting time 11:15 am.
Example 2: Let us consider a customer A sitting at a hotel in Mumbai. He wishes to
make an appointment after a week with the State Bank of India at branch Pune. Let

the customer A is a privileged customer for Delhi branch. The Customer A will login via a web connected interface (122). At the time of login only the validation module (131) shall check whether the customer is privileged customer or not. If yes. customer A will be allowed to book an appointment. The customer A shall book the appointment by providing inputs as type of service, date. time, amount, and branch where he wants to perform the transaction. The validation module (131) will then check for the availability of appointment for the respective date and the type of service requested and will generate a token through the token processor (124) confirming the appointment of the customer A at 12 pm at SB1 Pune branch. At the same time customer A will receive an SMS ON his mobile phone and an email confirming his appointment. The details of appointment will be transmitted to the respective branch so that for that reservation for that particular day service may be provided to the customer.

WE CLAIM:
1. A system for a customer service queue optimization in a service delivery centre, the system comprising:
a token processing apparatus configured to generate at least one token, the token processing apparatus comprising a user interface adapted to receive one
or more service requests from the customer;
a queue managing component coupled with the token processing apparatus for placing the service request of the customer in an ordered queue, the queue managing component comprising:
a calculation module for calculating an estimated waiting lime for each waitlisted customer such that the token generated by the token processing apparatus includes the estimated waiting time, a token number and the service requested by the customer;
a front end storage means communicating with the queue managing component and is adapted to store one or more inputs received from the customer for generating the token;
a communication means for transmitting at least one service delivery status message to the customer's wireless device, the message recording an estimated waiting time for the assigned token number for obtaining the service requested by the customer;
a service delivery terminal configured with an administrative module, the administrative module configure the services available in the seevice delivery centre, the service delivery terminal adapted to deliver the service requested by the customer;

a display including a display module for controlling the operation of the display, the display adapted for displaying the token number of the customer waiting in the queue for obtaining the service along with the service delivery terminal number and for displaying current assigned token number and next token number to be served at each service delivery terminal; and
a communication gateway to enable communication between the queue managing component, the front end storage means, the service delivery-terminal and the display.
2. A system for a remote customer queue optimization in a service delivery centre, the system comprising;
a web connected interface adapted for receiving one or more input provided by a customer for selecting a service to be obtained at the service delivery centre;
a token processor configured for generating a token according to the one or more input provided by the customer, the token processor is further configured to transmit details of the token to the customer at the web connected interface in real time;
a queue managing module communicating with . backend storage means such that the backend storage means stores the input provided by the customer through the web connected interface, the queue managing module is configured to place the service selected by the customer in an ordered queue. the queue managing module comprising:

a reservation module for booking an appointment for the customer with respect to the service selected by the customer at the web connected interface; and
a validation module configured for validating the one or more input provided by the customer in order to authenticate the token processor for generating the token after validating the availability of service requested by the customer;
a communication means for transmitting at least one service delivery status message to the customer's wireless device, the message recording the date and time of the appointment booked and the assigned the token number for the service requested by the customer;
a service delivery terminal configured with an administrative module adapted to communicate with the queue managing module and the front end storage means for delivering the service to the customer and for putting the next token in an ordered queue; and
a communication gateway to enable communication between the backend storage means, the token processor, the queue managing module and the service delivery terminal.
3. The system as claimed in claim 1. wherein the calculation module of the queue managing component further comprises of an identification module, a
listing module, a recording module, an efficiency measuring module, a counting module, a multiplication and division module, an adder and a subtractor.

4. The system as claimed in claim 1. wherein the calculation module of the queue managing component further calculates an updated estimated waiting time when the number of tokens generated are cancelled or the number of service delivery terminals providing the service are reduced.
5. The system as claimed in claim 1 and 2. wherein the token processing apparatus, the token processor and the service delivery terminal are integrated with a core banking solution (CBS).
6. The system as claimed in claim 1 and 2, wherein the service requested by the customer is selected from a group of banking operations.
7. The system as claimed in claim 2. wherein the communication means further transmits the details of appointment booked to the service delivery centre in real-time.
8. The system as claimed in claim 2, wherein the validation module further validates the customer by the input provided by him on the web connected
interface for identifying whether the customer is a privileged customer.
9. The system as claimed in claim 1, wherein the administrative module is configured to facilitate plurality of services at each service delivery terminal and interlinking the plurality of service delivery terminals and monitoring centers.
10. The system as claimed in claim 1, wherein the user interface includes a means for providing inputs manually.
11. The system as claimed in claiml, wherein the one or more input provided by the customer further comprises of type of service, transaction amount (wherever applicable) and contact number of the customer.

12. The system as claimed in claim 2, wherein the one or more input provided by the customer further comprises of service delivery centre, appointment date and lime, type of service, transaction amount (wherever applicable) and contact details of the customer.
13. The system as claimed in claim 1 and 2, wherein the communication means is selected from a group of LAN. GPRS, wifi. internet or a combination thereof.
14. The system as claimed in claim 1 and 2. wherein the communication gateway includes internel. GPRS or a combination thereof.
15. A method for a customer service queue optimization in a service delivery centre, the method comprising processor implemented steps of:
receiving one or more inputs from the customer for each service request;
generating a token in response to each service request of the customer, each token comprising a token number, service code and an estimated waiting
time;
calculating the estimated waiting time according to requested service type. means of pending work requests, means of service delivery efficiency and an adaptive variance;
generating the token by placing the service request in an ordered queue, the token comprising token number, estimated waiting time and the service requested by the customer;
transmitting a digital token and subsequent updated estimated waiting time messages to the customers' wireless communication device; and

updating a queue counter, upon exhausting the service request token number.
16. A method for a remote customer service queue optimization in a service delivery centre, the method comprising processor implemented steps of;
receiving one or more inputs from the customer for each service request for booking an appointment:
validating the one or more inputs provided by the customer to authenticate the generation of token after validating the availability of service requested by the customer:
generating the token for the booked appointment by placing the service request in an ordered queue, the token comprising token number, date and time of the booked appointment and the service requested by the customer;
transmitting a digital token via a message for confirming the appointment booking and for updating subsequent modification in the date and time of the booked appointment to the customers' wireless communication device; and
updating a queue counter, upon exhausting the service request token number.
17. The method as claimed in claim 15, wherein the calculation of estimated waiting time further comprises of processor implemented steps of:
a. identifying type of service requested by the customer and the service
delivery terminal:
b. determining the number of service delivery terminals which are active
at a particular period of time;
c. listing the type of services provided at each active service delivery
terminal;

d. recording the number of tokens generated for providing the service at
each service delivery terminal and recording the type of service requested by the customer;
e. measuring efficiency of each service delivery terminal;
f. determining a mean time for each service delivery terminal with
respect to the service requested by the customer;
g. counting number of pending tokens due for processing at each service
delivery terminal; h. multiplying the mean service delivery time for each service delivery
terminal with the number of pending tokens due for processing at the
said service delivery terminal to obtain total waiting time; i. dividing the total waiting time with the number of tellers that are
active in providing the service at each service delivery terminal: j. calculating remainder value obtained after division when the number
of token are odd in value; k. multiplying each remainder with the determined mean service
delivery time; 1. adding the value obtained in step i with the value obtained in step k to
obtain a final sum time; m. rounding off the final sum time to nearest 5 minutes for obtaining a
final waiting time value; and n. recording the final waiting time value as the estimated waiting time to
be mentioned on the token.
18. The method as claimed in claim 15. wherein an updated estimated waiting time is automatically calculated for each cancelled or exhausted token and for each reduction in the number of active service delivery terminals,

19. The method as claimed in claim 16, wherein the method further comprises of validating the customer by the input provided on the web connected interface for identifying whether a customer is a privileged customer.
20. The method as claimed in claim 15 and 16, wherein the customer service request further comprises of type of service requested and contact number of the customer.
21. The method as claimed in claim 15 and 16. wherein the transmitted confirmation message is in a form of an Short Message Service (SMS), an electronic message or a combination thereof.