They need a bigger holding area where people can just take queue number and wait for services. Now you need to queue for a while before you can take a queue number. Many are old folks waiting in line. I asked a staff why do we need to queue to take a queue number, and her answer was that they need to control number of people in holding area, which is quite empty when I went in.
The self help lobby is redundant. Whoever can self help there can probably self help on the web. Perhaps a better use of space is to change the self help lobby into a holding area.
Whatever it is, just does not make a lot of sense.
