Social Distancing Queue Management Guidance

Your Shortlist

0 items

Social Distancing Queue Management Guidance

This is a summary of important considerations to make when planning a queuing system in compliance with social distancing guidelines. The primary source for this information has been the guidelines published by the City of Westminster in the document Guidance for Queue Management with Social Distancing, with additional reading from the sources listed at the bottom of the page.

Considerations

These are important considerations to make when planning your queuing system.

Capacity – store capacity needs to be calculated with social distancing measures in mind. It is advised that the methodology used should be to count from zero rather than work back from standard operating capacity.
Entry/Exit Points – where possible a store should have separate doors for entry and exit and operate a one-way-system. Where this is not possible then a 2m marking needs to be made that will separate those entering and those exiting. If this too is not possible then a member of staff will be required to manage the flow and ensure compliance with social distancing.
Queue Capacity – the queue should be monitored to ensure that it does not exceed its capacity at any time, therefore consideration must be given to the expected footfall, arrival rate and dwell time to calculate a suitable queue capacity.
Staffing – a member of staff or steward should be present to oversee the queue and ensure that customers are compliant with social distancing guidelines. This member of staff should be trained to manage the queue effectively and show empathy towards customers to reduce frustration and anxiety.
Demographics – consider the demographics of your customers. Families and groups prefer to stand together, the elderly may struggle to stand for long periods, etc. Also, give consideration to the mobility of certain demographics.
Signage – the queuing system should be clearly marked by signage so that most people can identify it without issue. However, care must be taken to cater for those with hidden disabilities such as visual impairment or deafness.
Sanitation Stations – the entry and exit of the queue are ideal locations to be able to situate hand sanitising gel.
Anxiety – it should be expected that there will be heightened anxiety around queuing with social distancing measures in place. It is advised that businesses create reassurances that there is compliance with Government guidelines and that staff are briefed to show understanding with customers.
Frustration – long wait times can lead to frustration, which will only worsen the anxiety. Consider managing expectations by providing customers with information about estimated queuing times or mechanisms to enhance the queuing experience itself.
Begging & Suspicious Activity – queues can be a draw for beggars. Staff should monitor the queue to prevent this activity before it becomes established. Staff should also keep an eye out for suspicious activity and customers advised to keep their bags close.

This is only a short summary of considerations and should not be taken as an exhaustive list. It is strongly advised to read the full documentation for your relevant authority. Further reading can be found in the links at the bottom of the page.

ZND Social Distancing Queuing System

Setting up and managing an effective queuing system is a huge task. We have developed a unique queuing system that has been designed to help businesses effectively manage their queues in compliance with local authority guidelines. Take a look here.