Public institutions provide citizens with various services where smaller or larger queues appear. Avantech-QMS, in addition to organizing the queues and the process of serving citizens waiting in line to be served, enables every citizen to assess the quality of service provided by scanning the QR code printed on the slip with the ordinal number. The service quality assessment generated by the Avantech-QMS provides sufficient parameters to determine the true cause of dissatisfaction or satisfaction of the citizen / client who performed the assessment based on data concerning the type of service provided, waiting time for the client to be served, time which was required for the officer to serve the client and the name and surname of the officer who served the client.