Design and Implementation of an Automated Queue Management System

Abstract

Managing queues remains a common service-delivery problem, particularly when the number of people requesting services temporarily exceeds the available service capacity. Conventional physical lines and manual ticketing may result in prolonged waiting, congestion, uncertainty regarding queue position, inconsistent service allocation, and inadequate administrative records. This study presents the design and implementation of a web-based Automated Queue Management System (AQMS) developed to automate user registration, sequential queue-number assignment, queue-status monitoring, and administrative reporting. The system adopts a three-tier architecture consisting of presentation, application, and database layers. It was implemented using HTML5, CSS3, JavaScript, Bootstrap, jQuery, PHP 8.1.12, Apache 2.4.54 through XAMPP, and MySQL Server 8.0. User, service, queue, and reporting information is maintained in the database, while authentication, ticket generation, monitoring, and reporting are handled by the application layer. Functional testing covered registration, login, queue-number generation, queue monitoring, and report generation, and all five documented test cases were successfully passed, representing a 100% pass rate. However, the project did not include measured before-and-after waiting-time observations, server response-time benchmarks, or large-scale concurrency experiments. Consequently, this study does not claim a numerical percentage reduction in waiting time. The prototype nevertheless demonstrates the practical feasibility of replacing manual queue procedures with a structured, traceable, and data-oriented web-based workflow (Maister, 1985; Katz et al., 1991).