Organize in-person service with intelligence and full control.
SGAE (Electronic Service Management System) digitizes in-person citizen service, from the kiosk to the counter: electronic tickets, automatic priorities and real-time monitoring, with data for managers to decide based on evidence.
Developed by Central IT · 25+ years in technology for the public sector · Integrated with CITSmart X
The current scenario
Long queues, no visibility into operations, and decisions made without data.
In-person citizen service is still, in many agencies, a manually run process: paper slips, visual queue control, no traceability and no reliable data for management. The result impacts the citizen, the agent and the manager in different but equally harmful ways.
Queues with no control
Without an electronic system, queue management depends on the attendant's perception. There's no visibility into actual wait times or the ability to redistribute demand across counters.
Priorities not enforced
Without automated control, priority service depends on individual judgment. Seniors, pregnant women and people with disabilities aren't always served in the correct order.
Operation with no standard
Each branch and each agent operates with different criteria. Without a single flow, the citizen experience is unpredictable and auditing the operation is unfeasible.
Flying blind
Without data on average service time, volume by service type and performance by unit, managers make decisions based on perception, not evidence.
SGAE solves these problems at every layer of the operation: the kiosk organizes citizen intake, the counter panel structures the agent's work, and the dashboard gives the manager back the visibility that was missing.
The solution
A system that organizes intake, structures service and informs management.
SGAE operates in three integrated layers: the Service Kiosk, the Counter Panel and the Management Dashboard. Each layer solves a specific problem. Together, they transform the operation end to end.
Service Kiosk
Citizen withdraws the ticket: Standard, Priority or Scheduled
CitizenCounter Panel
Agent calls, records and closes each service with full control
AgentManagement Dashboard
Manager tracks queues, times and performance in real time by branch
Manager"More efficiency for those who serve. More respect for those who need service."
The flow
Service from start to finish, organized at every step.
From the citizen at the kiosk to the manager's report, every step is controlled and recorded by SGAE.
Arrival and ticket withdrawal
The citizen approaches the kiosk with the branch's logo and a personalized greeting. They choose between Standard, Priority (5 categories) or Scheduled with CPF/CNPJ confirmation.
Receiving the ticket
They receive the printed ticket or a QR Code for their phone. They wait to be called on the branch's electronic display.
Pre-service at the counter
The agent selects the branch and counter, which is automatically locked for other users. They view the queue with wait time updated in real time.
Calling and service
The agent calls the next ticket according to the configured priority rules. Once finished, the system automatically generates the attendance certificate.
Ticket actions
The agent can resume a service in progress, reactivate an inactivated ticket with priority on the next call, and generate a certificate at any time.
Visibility and decision-making
The manager monitors in real time: volume by ticket type, wait queue, average time and performance by agent and branch. Reports available by period, branch and service.
What the system does
Features for every layer of the operation.
Service Kiosk
Where the citizen starts
- Branch logo, greeting and city name
- Standard, Priority or Scheduled ticket
- Priority with 5 categories: 60+, 80+, pregnant, PCD, infant in arms
- Category selection (CPF or CNPJ) and service type
- Integration with Agenda.DF to confirm appointments
- Printed ticket or QR Code for mobile phone
- Automatic return to the home screen after inactivity
Counter Panel
Where the agent operates
- Branch and counter selection with automatic locking
- Wait queue with time updated in real time
- Counter of tickets issued by type
- Calling with configured priority rules
- Resuming a service in progress
- Reactivating an inactivated ticket with priority
- Automatic generation of attendance certificate
- History of tickets served with search and filters
Dashboard and Reports
Where the manager decides
- Real-time productivity indicators
- Completed Services report by period and branch
- Average Service Time by service, agent and unit
- Performance and volume by operator (Users by Branch)
- Status monitoring: waiting, in service, completed, absent
- Filters by month, year and branch for historical analysis
Portal and Support
Where the team gets help
- Knowledge base with content and operating manuals
- Training videos by user profile
- Comments and questions area
- Support ticket creation with media attachments
Visibility for management
Real data for real decisions.
Managers who depend on manual reports make decisions with a lag. SGAE delivers real-time indicators and reports structured by branch, period, service type and agent.
Real-time indicators
- Tickets waiting by type and by counter
- Current average wait time by branch
- Services in progress and completed for the day
- Status of each counter: available, in service, inactive
Operational reports
- Completed Services by period, branch and service type
- Average Service Time by service, agent and unit
- Volume and performance by operator (Users by Branch)
- Filters by month, year and branch for historical analysis
With this data, managers identify operational bottlenecks, redistribute capacity between branches, evaluate team performance and justify resource allocation decisions with evidence, not perception.
Administration
Full control over configuration, without relying on the vendor.
The agency's own administrator configures and maintains the system: registers branches, defines counters, creates ticket types and manages users, with no need for a technical support ticket for routine operational adjustments.
Branch Management
Registration and editing of branches with active or inactive status. Linking counters and services by unit.
Counter Management
Registration and editing of counters by branch. Availability configuration and operator assignment.
Ticket Types and Services
Creation of ticket types with priority rules. Categories and services configurable by branch (CPF/CNPJ, IPTU, IPVA, ICMS, ISS and others).
Screens and Panels
Registration of screens with associated videos and displayed services. Control of multimedia content by unit.
User Management
Registration and management of users with profiles: Agent, Branch Supervisor, COATE Supervisor and Administrator.
Security
Built to operate in demanding public-sector environments.
Public agencies handle citizen data and specific regulatory requirements. SGAE was developed with the controls needed to meet that level of rigor.
Role-based access control
Four profiles with distinct permissions: Agent, Branch Supervisor, COATE Supervisor and Administrator. Each user accesses only what their profile allows.
Branch restriction by profile
Branch supervisors see only their unit. COATE supervisors have a consolidated view. Automatic segmentation, with no manual configuration per service.
Action traceability
Logs of every action: counter selection, ticket calling, reactivations, certificates and closing of services, with user, date and time recorded.
Secure integration with external systems
Native integration with Agenda.DF to confirm appointments. Architecture ready for integration with the CITSmart X ecosystem.
Developed by Central IT with the same infrastructure and security standards that have served government, healthcare and financial-sector agencies for more than 25 years.
Where it applies
In-person service operations that SGAE transforms.
Finance and Revenue Departments
Branches with high volume, multiple services (IPTU, IPVA, ICMS, ISS) and a requirement for priority control and attendance records.
End-to-end electronic flow, automatic attendance certificate and productivity data by branch for central management.
Citizen Service Units
Citizen service units with high daily flow, diverse citizen profiles and the need for standardization across units spread across the city.
Standardized service, control of legal priorities (seniors, people with disabilities, pregnant women) and centralized visibility with reports by unit.
Agencies with Integrated Scheduling
Agencies that already operate with a scheduling system (like Agenda.DF) and need to integrate the in-person flow with electronic ticket control.
The kiosk confirms the appointment by CPF/CNPJ and integrates the scheduled citizen into the priority queue, with no rework at the counter.
Networks with Multiple Branches
Departments or agencies with several units distributed geographically, where central management needs consolidated visibility.
Dashboard by branch, comparative performance reports between units and centralized management of users and settings.
FAQ
Frequently asked questions.
Does SGAE work only for finance departments?
How does priority service work?
Does the citizen need to print the ticket?
Does the system integrate with Agenda.DF?
How is control of multiple branches handled?
Can the manager monitor the operation remotely?
Does the system integrate with other Central IT products?
How long does implementation take?
Services
From diagnostics to operation, with Central IT by your side.
Specialized services to implement SGAE across your service network and evolve it as the operation grows.
Operation diagnostics
Mapping of branches, counters, services and service flows before implementation.
Kiosk and panel installation
Setup of self-service equipment and calling panels at the units.
Assisted implementation
Configuration of ticket types, priorities and the dashboard, with go-live accompanied by Central IT.
Integration
Connection with existing systems, such as Agenda.DF, and with the CITSmart X ecosystem.
Team training
Training for agents, supervisors and managers on flows, panels and reports.
Support and continuous evolution
Follow-up, SLA and platform evolution as the branch network grows.