Desenvolvimento de uma plataforma web para gerenciamento de filas online para bancos

Abstract

This study presents the development of a web platform for online queue management in banking environments, aiming to minimize on-site waiting times and improve customer experience. The system allows users to obtain tickets remotely, provides real-time waiting time estimates, and organizes the queue based on priorities, such as regular and priority tickets. The methodology adopted was exploratory and descriptive, using an incremental and iterative approach to software development. Technologies such as Java with Spring Boot for the backend, ReactJS for the frontend, Apache Kafka for messaging, and WebSocket for real-time communication were implemented. The platform was deployed in the cloud (Google Cloud) with simulated data, validating the main workflows and the integration between services. The results show that the solution helps reduce crowds, optimize service, and provide a more predictable and satisfactory experience for users. Future work includes integration with physical triage systems, user authentication, and the inclusion of ticket display panels.