Implementation of a Digital Queue Management System for ESUT Bursary Operations

Long and disorganized queues at university bursary offices remain a persistent source of frustration for students and staff in Nigerian institutions, including ESUT. This study implements a digital queue management system for the Bursary Department of Enugu State University of Science and Technology, aimed at streamlining service delivery and reducing waiting times. The system issues digital ticket numbers via a touchscreen kiosk, routes customers to designated service windows, and displays real-time queue status on mounted screens within the bursary hall. The backend was developed using PHP and MySQL, with a Raspberry Pi 3 serving as the processing unit for the kiosk and display subsystems. Development followed the Object-Oriented Analysis and Design methodology. System performance testing was conducted over a three-week period during peak registration season, with observation data collected from over 400 student visits. Results show that average waiting time decreased from 47 minutes to 18 minutes, representing a 62 percent reduction. Service window utilization efficiency improved by 38 percent, and student satisfaction scores increased from 2.6 to 4.2 on a five-point scale. The study concludes that digital queue management systems represent a practical administrative upgrade for Nigerian university service departments. Future enhancements should include SMS notification for queue position updates and integration with online payment verification workflows.