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Video analytics for service centers and municipal sites
See how many people are in the administrative service center (TsNAP) hall right now and every hour, how long they wait, and which service windows are free. The same cameras report vehicles at the entrance and the perimeter of your sites at night as event cards with a frame. It runs on-site at the institution, in your own cloud, or in our secure cloud. We agree the purpose, retention periods and signage with your data protection officer before launch.
- Hourly occupancy of the waiting area and an alert when people outnumber seats
- Wait time and service window utilization for every hour and day of the week
- Event cards with a frame for people and vehicles on the perimeter of municipal sites at night
Where the industry hurts
Problems we have seen at sites in this industry.
The ticketing system sees only part of the queue
The terminal knows how many tickets were issued and when each number was called. It does not count people standing at the information desk, companions, or visitors who left before their turn.
Waiting area seats are planned by daily averages
The TsNAP Model Regulations tie the size of the waiting area to daily visitor numbers and recommend a seat count by community size. Few centers measure how many people actually stand in the hall at 10 a.m. on a Monday. CMU Resolution No. 588 of August 1, 2013, TsNAP Model Regulations, cl. 9
The regulations require preventing queues
A center must take steps so that queues do not form and must manage any queue that does. Staff can open another window in time only when they learn about the queue in time. CMU Resolution No. 588, cl. 23
Cameras in public places need a legal basis
In 2021 the Ukrainian Parliament Commissioner for Human Rights noted that current law does not specifically regulate personal data processing by video surveillance systems. The Commissioner advised assessing the proportionality of each camera before installation. Recommendations of the Ukrainian Parliament Commissioner for Human Rights on video surveillance in public places, 2021
Municipal sites go unwatched at night
Boiler houses, warehouses and garages of municipal companies have cameras. Staff review the footage in the morning, after they already know something happened.
What the camera will notice
Every event reaches the person in charge as a card with a frame, and the log keeps the history.
| Event | What you get | Who acts |
|---|---|---|
| How many people are in the service center now and every hour | An hourly picture: how many came in and left, and how many people were in the hall at once, for the day and week | Service center manager |
| More people in the waiting area than seats | Alert to the administrator when people outnumber seats for longer than your norm | Duty administrator, service center manager |
| Wait time | How long a person waits on average before reaching a window, for every hour, without identifying anyone. Together with your ticketing system the picture is even sharper | Service center manager |
| Service window utilization | For each window: whether the administrator is there, whether a visitor is being served and for how long. How many windows actually worked each hour | Service center manager |
| Crowding at the queue terminal | Event card with a frame when more people than your norm gather at the terminal and a consultant is needed right there | Duty administrator |
| Reception room occupancy | How many people wait in the reception room by hour on reception days | Chief of staff |
| People in the building after closing | Event card with a frame if a person is in the hall or at the staff entrance after closing | Security, duty officer |
| Vehicles at the entrance and in the staff parking lot | Log of service vehicle entries and exits with plate and time, visitor parking occupancy by hour | Facilities department, security |
| People and cars on the perimeter of a municipal site at night | Event card with a frame when a person or a car appears in a set zone at night or a gate is left open | Security, municipal company dispatcher |
| Unattended object in the hall or at the entrance | Event card with a frame when a bag or package stays with no person nearby longer than your norm. We train an AI model for your institution | Security |
| Number of people on the square in front of the building | Hourly headcount on the square without identifying anyone, and an event card when it goes above your norm. Only after a proportionality assessment and with a sign on the square | Head of the institution, security service |
| Person lying on the floor | Event card with a frame to the duty officer when a person is lying on the floor. We train an AI model for your task | Duty administrator |
| Camera went offline or was moved | Event card when a camera goes dark, the picture freezes or the camera has been moved | Technician responsible for the system |
Camera map
Typical site: service center with 8 service windows and a parking lot. Select a camera to see what it covers.
Regulations and requirements
What they mean for video monitoring. This is not legal advice.
- Law of Ukraine No. 2297-VI «Про захист персональних даних» (Law of Ukraine “On Personal Data Protection”)The purpose of processing must be set out in the institution's documents, data must not be excessive and must not be kept longer than needed (Art. 6). People must be informed of the data controller and the purpose (Art. 12). In government and local self-government bodies, a dedicated unit or a responsible person organizes personal data protection (Art. 24).
- Resolution of the Cabinet of Ministers of Ukraine No. 588 of August 1, 2013 «Про затвердження Примірного регламенту центру надання адміністративних послуг» (“On Approval of the Model Regulations of an Administrative Service Center”)The waiting area is set up based on visitor numbers and, where needed, equipped with an automated queue management system (cl. 9). The center prevents queues and manages them (cl. 23–26). Hourly hall occupancy and wait times put numbers to these requirements.
- Recommendations of the Ukrainian Parliament Commissioner for Human Rights on respecting the right to privacy when installing and using video surveillance systems in public places (2021)Before installing cameras, the Commissioner advises assessing proportionality, risks to people's rights, the number and type of cameras, the need for extra functions such as video analytics and face recognition, and retention periods. The video surveillance notice should be the first thing a person notices in the recorded area, with the purpose and the contacts of the responsible person.
- Regulation (EU) 2016/679 (GDPR), Art. 35GDPR requires a data protection impact assessment for large-scale systematic monitoring of a publicly accessible area. GDPR does not apply in Ukraine. For cameras in public space, we still suggest preparing a similar assessment before launch.
What we measure
- Peak hall occupancyThe most people in the waiting area for each hour, shown next to the seat count
- Wait timeHow long people wait in the hall each hour and which hours have the longest waits. With the ticketing system: time from ticket to call
- Working windowsHow many windows had an administrator present each hour, compared with the schedule
- Overcrowded hoursNumber of hours per week when people in the hall outnumbered seats, and what happened with the windows during those hours
- Camera uptimeShare of time each camera delivered a live frame, per day and per month
FAQ
Have you worked with service centers or government bodies before?
Yes. Service centers run on the same proven platform: people counting in zones, dwell time, license plates at the entrance and perimeter monitoring. Every event arrives as a card with a frame, your staff review it in one click, and we train the AI model for your institution.
Does the system identify visitors?
No. Queues and occupancy do not require identity, so the system counts people and time in the zone without face recognition. We read license plates only at the service vehicle entrance, and only if this purpose is recorded in the institution's documents.
What needs to be done before installation?
Record the purpose of each scenario, assess proportionality and risks to people, set retention periods and access rights, appoint a responsible person and put up signs. The Human Rights Commissioner recommends these steps. Your data protection officer prepares the documents; we provide a description of the processing and a camera map.
Can analytics run on a square or in a park?
Only with a clear purpose that a less intrusive method cannot achieve, and with a sign in the recorded area. Even then we suggest counting people without storing faces or keeping frames longer than needed. The institution decides after an impact assessment.
Where does the video go?
Wherever the institution chooses: on-site, in your own cloud, or in our secure cloud. Frames never leave the chosen perimeter. Only staff you designate get access to the panel.
What if the system gets it wrong?
Every event arrives as a card with a frame, and your staff member decides in one click whether it is real. We review false alarms and tune the rule for your institution.