A modern city is a smart city. In a typical city hall or other municipal building, there are numerous areas where people have to wait in line for face to face services, such as building permits, tax payments, train and bus stations etc.
Customers hate waiting in line at the best of times. They hate it even more when they’re just trying to fulfil a simple administrative or bureaucratic task. Reducing the wait will reduce stress, increase public safety, and provide a superior experience.