BISA Queue Management
Complete guide for Super Admins, Facility Admins, Front Desk Staff, and Patients. Use this documentation for demos, onboarding, and training.
1. System Overview
BISA is a multi-tenant queue management platform designed for healthcare facilities — clinics, hospitals, pharmacies, and specialist centres. It eliminates long waiting lines by giving patients a numbered ticket and a real-time view of how busy a facility is, whether they are physically present or booking from their phone.
Facilities manage their own departments, service queues, and staff through a shared web dashboard. Patients use a lightweight Progressive Web App called SeeMe to browse facilities, check congestion, and book a queue slot online before they arrive.
What BISA solves
- ✓ Patients no longer queue for hours at the gate
- ✓ Facilities know exactly how many people are waiting
- ✓ Online pre-booking reduces walk-in congestion
- ✓ Every ticket is tracked from issue to service
- ✓ Clinics can define their own services and rules
How it works (in brief)
- Facility opens its queue for the day
- Patient gets a ticket (kiosk or SeeMe app)
- Front desk calls next patient by ticket number
- Patient is served and ticket is closed
2. Roles & Key Concepts
Manages the entire platform. Adds facilities (tenants), creates facility admin accounts, and controls global system settings and lookup values.
One per facility. Configures departments, service categories, operating parameters, and staff accounts for their clinic.
Day-to-day staff. Opens queues each morning, monitors the live queue, calls patients, records service, and closes the queue.
Uses the SeeMe app to find facilities, check live congestion, and book a queue slot online. Can also walk in and use the kiosk.
Key Concepts
3. Super Admin Guide
3.1 Adding a New Facility (Tenant Onboarding)
Each client organisation is a facility in BISA. Follow these steps to onboard a new clinic or hospital.
Go to Facilities
In the left sidebar click Facilities. You will see a list of all registered tenants.
Click "Add Facility"
Click the Add Facility button in the top-right corner of the page.
Fill in the facility details
Save
Click Save. The facility is now registered and appears in the list. It has no staff or departments yet — the facility admin will add those.
3.2 Creating the Facility Admin Account
Every facility needs at least one Admin user who can configure it. You create this account from the Facility detail page.
Open the facility
From the Facilities list, click the facility name to open its detail page.
Go to the Staff tab
Click the Staff tab inside the facility detail view.
Click "Add Staff"
Fill in:
Share credentials
Send the facility admin their email and temporary password. They should change it on first login. Login URL: bisa.tiwaak.com
4. Facility Admin Guide
4.1 First Login & Password Change
Visit bisa.tiwaak.com
Enter your email and the temporary password you received.
Change your password
Click your role label in the bottom-left of the sidebar → Change password. Set a strong personal password.
Explore the admin menu
You will see: Live Queue, Departments, Service Categories, Staff, and Facility Params in the sidebar.
4.2 Setting Up Departments & Service Categories
Think of departments as the sections of your facility, and service categories as the specific things each section does.
Example:
Department: Outpatient Department (OPD)
↳ Service: General Consultation — prefix: A, avg. time: 15 min
↳ Service: Child Health — prefix: B, avg. time: 10 min
Department: Pharmacy
↳ Service: Prescription Dispensing — prefix: P, avg. time: 5 min
Creating Departments
Click Departments in the sidebar → Add Department.
Fill in: Name, Code (short tag shown on kiosk, e.g. OPD), Type, and Display Order (order shown on kiosk screen).
Save. Repeat for each department.
Creating Service Categories
Click Service Categories in the sidebar → Add Service.
Fill in:
Save. Repeat for every service the facility offers.
4.3 Facility Parameters
Parameters let you tune how the system behaves without touching code. Click Facility Params in the sidebar.
4.4 Creating Staff Accounts
Add every person who will use the dashboard — front desk staff and providers. Click Staff in the sidebar.
Click "Add Staff"
Fill in the form
Share login credentials
Staff log in at bisa.tiwaak.com with their email and password.
5. Front Desk Staff Guide
5.1 Opening a Queue for the Day
Queues are opened fresh every morning. No queue = no tickets can be issued. Patients and the kiosk will show services as CLOSED until you open them.
Go to Live Queue
Click Live Queue in the sidebar. You will see all the services configured for your facility.
Click "Open Queue" next to a service
Each service has an Open Queue button. Clicking it creates a new queue for today and immediately allows patients to receive tickets for that service.
Open all services you will run today
You can open one service at a time. If a service will not run today, simply leave it closed.
5.2 Operating the Queue (Calling & Serving Patients)
The Live Queue screen is your main workspace during the day. It shows everyone waiting, the currently-serving ticket, and the full history.
Call the next patient
Click Call Next. The system picks the next WAITING ticket and marks it as CALLED. The patient's name (if provided) and ticket number are displayed prominently.
Patient arrives — mark as Served
When the patient presents themselves, click Served. This closes the ticket and moves to the next in line.
Patient does not show — mark as No-Show
If a called patient does not appear within a reasonable time, click No-Show. Their ticket is closed and you can call the next person.
5.3 The Kiosk (Walk-in Ticket Machine)
The kiosk is a touch-screen tablet or monitor placed at your facility entrance. It runs the BISA Kiosk PWA and automatically shows all open queues for your facility.
Setting Up the Kiosk Tablet
On the tablet browser, navigate to kiosk.bisa.tiwaak.com.
Tap the browser menu → Add to Home Screen to install it as an app (works on Android and iOS).
Open the installed app. You will be prompted for a Facility ID and Kiosk PIN. Get these from your Facility Admin (the PIN is set in Facility Params).
Once configured, the kiosk is ready. Place it in landscape mode at the entrance.
How Patients Use the Kiosk
Patient taps the department they need (e.g. OPD).
If the department has multiple services, they choose the specific service.
They optionally enter their name and tap Get My Ticket.
The screen shows their ticket number (e.g. A-007), their position, and estimated wait. They note it down or print it (if a printer is connected).
5.4 Closing the Queue at End of Day
When the last patient has been served, go to Live Queue.
Click Close Queue next to each service. This stops new tickets from being issued (kiosk and SeeMe app will show the service as CLOSED).
6. Patient Guide — SeeMe App
6.1 Getting the App onto Your Phone
Android (Chrome)
Open Chrome and go to seeme.bisa.tiwaak.com.
Tap the three-dot menu in the top-right.
Tap Add to Home screen.
Tap Add. The SeeMe icon appears on your home screen.
iPhone / iPad (Safari)
Open Safari and go to seeme.bisa.tiwaak.com.
Tap the Share button (box with arrow) at the bottom.
Scroll and tap Add to Home Screen.
Tap Add. The SeeMe icon appears on your home screen.
6.2 Creating an Account
You only need an account to book a ticket online. You can browse facilities and see queue congestion without signing in.
Your phone number is your identity — there is no email required.
Open the SeeMe app. Tap the Account tab at the bottom.
Tap Create account.
Enter your phone number in international format (e.g. +233501234567), an optional name, and choose a password (at least 8 characters).
Tap Create Account. You are automatically logged in.
6.3 Finding a Facility
Browse all facilities
The Explore home screen lists all registered facilities. You can search by name using the search bar at the top.
Find facilities near you
Tap Near me and allow location access. The app will show facilities within 50 km sorted by distance.
Read the congestion indicator
Tap a facility to see its services
The facility detail page shows all open services with live stats: currently serving number, people waiting, and estimated wait time. This refreshes every 30 seconds automatically.
6.4 Booking a Queue Ticket Online
Online booking lets you secure a place in the queue before you leave home. You still need to physically arrive before your check-in deadline.
Find the service and tap "Book My Spot"
The button only appears for open queues. If the button shows Queue is closed, the facility has not yet opened that service today.
Log in or create an account if prompted
Booking requires a SeeMe account. After logging in you will be taken straight back to the booking confirmation screen.
Review and confirm
The confirmation screen shows facility, service, estimated wait, and your name. Tap Confirm Booking.
Receive your ticket
The app shows your ticket number (e.g. A-012), your position in the queue, estimated wait, and a check-in deadline. Screenshot or memorise your ticket number.
⚠ Important — Check-in Deadline
Your ticket has a deadline by which you must physically arrive at the facility and show your ticket number to reception. If you do not arrive by the deadline, your ticket is automatically cancelled and your spot is forfeited.
The deadline is calculated as: your estimated call time + the facility's grace period (typically 30 minutes).
6.5 Arriving at the Facility & Checking In
Arrive before your deadline
Check your ticket deadline in the SeeMe app under My Tickets. Plan your journey accordingly.
Show your ticket number to reception
Show the front desk your ticket code (e.g. A-012) from the My Tickets screen. The front desk will confirm your check-in.
Take a seat and wait
The front desk will call your ticket number when it is your turn. Keep an eye on the display screen (if the facility has one) or listen for your number to be called.
6.6 Managing Your Tickets
Tap My Tickets in the bottom navigation to see all your tickets.
You are in the queue. Your position and estimated wait are shown.
The front desk has called your number. Go to the desk immediately.
Your visit is complete.
You missed your check-in deadline. The ticket was cancelled automatically.
Cancelling a Ticket
If your plans change and you cannot attend, tap Cancel Ticket on any WAITING ticket. This frees your spot for other patients. You can only have one active ticket at a time — cancel an existing one before booking another facility.