Defiant Software

As the Pacific Queue trial reaches its halfway benchmark, we are pleased to announce that the system successfully captured the services provided by the Ministry of Justice during the week of 20th April to 24th April 2026.

Despite power outages that contributed to the Civil Registry system being temporarily down, all services that remained operational at Ministry of Justice were still accurately recorded through Pacific Queue.

We remain excited to continue working alongside the frontline staff at the Ministry of Justice - Tonga and acknowledge their ongoing commitment and efforts to improve service delivery to the public - the people of Tonga.

The frontline staff served a total of 477 customers, with the average waiting time being 16.6 minutes. An average serving time of 3.0 minutes. With only 19% of 477 waiting > 15 minutes (90 customers).

Defiant Software remains committed to enhancing public service delivery. Defiant Software thanks the Ministry of Justice - Tonga for their continued focus on serving the people of Tonga. Emphasising their efforts to the public. Strengthening Tonga's public services and their commitment to the people of Tonga.

The first week of Pacific Queue implementation at the Ministry of Justice - Tonga has been successfully completed. Between April 7th - April 14th 2026, Pacific Queue was able to capture in real-time a total of 1,058 customers being served, capturing valuable insights into waiting, queuing, and service times at frontline counters. The average waiting time was 9 minutes and 36 seconds, while the average service time was 2 minutes and 6 seconds.

Defiant Software is proud to collaborate with the Ministry of Justice - Tonga throughout the month of April. We extend our sincere appreciation to the frontline staff for their dedication and commitment to improving service delivery by reducing queue lengths and waiting times for the public.

A key feature of the system allows customers to leave their contact number and step away from the premises without losing their place in the queue. When their turn is approaching, they receive a text message prompting them to return to the waiting area, while still remaining a priority for service. This approach enhances convenience while maintaining efficiency in service delivery.

Pacific Queue officially commenced its one-month trial at the Ministry of Justice on 7th April 2026. During this period, we are able to closely monitor customer waiting times, queue flow, and frontline service efficiency.

We are proud to partner with Ministry of Justice - Tonga in driving this initiative forward—enhancing service delivery and improving queue management for the public.

Since the trial began, it has also been great to see familiar, friendly faces from customers who experienced the Pacific Queue trial at the Ministry of Infrastructure.

As March 2026 comes to a close, Defiant Software is excited to announce we had met with the Deputy Prime Minister of Tonga, Hon. Dr Villiami Latu, who also serves as the Minister of Justice and Minister of Trade and Economic Development. During this meeting, the Deputy Prime Minister agreed to run a trial of Pacific Queue at the Ministry of Justice after Easter Monday - on Tuesday April 7th 2026.

As stated by the Prime Minister of Tonga - Hon. Lord Fakafānua :

“We’re trying to shorten the queues. We’re trying to shorten timelines to getting products and services across to the public, and that depends on each ministry.”
— 12:12 pm, 9 February 2026, Radio New Zealand (RNZ), Pacific Waves (hosted by Susana Suisuiki)

Defiant Software is grateful for this opportunity to collaborate closely with the Ministry of Justice to streamline services, reduce wait times, and enhance the delivery of public services more promptly. We look forward to working together on this initiative to make a difference in the lives of the people of Tonga.

We are mid-way through the one-month free trial of Pacific Queue. Defiant Software is pleased to share customer's feedback on the innovative application, highlighting its positive impact on service delivery and queue management.

We thank the frontline staff at the Ministry of Infrastructure who continues to champion the initiative to shorter queues and efficient service.
With honest user reviews reinforcing its effectiveness, Defiant Software believes Pacific Queue is aligned with the Prime Minister’s 100-day vision to reduce waiting times and improve frontline service efficiency.

As stated by the Prime Minister of Tonga - Hon. Lord Fakafānua :

“We’re trying to shorten the queues. We’re trying to shorten timelines to getting products and services across to the public, and that depends on each ministry.”

— 12:12 pm, 9 February 2026, Radio New Zealand (RNZ), Pacific Waves (hosted by Susana Suisuiki)

Defiant Software is proud to be working alongside the Ministry of Infrastructure of Tonga.

The Ministry of Infrastructure is the first ministry to trial Pacific Queue, an innovative application designed to improve service efficiency. The system registers individuals and notifies them when they are called to the counter.

While waiting, the application tracks public wait times and counter service times, helping to streamline operations. This approach reduces queues and ensures counters are accountable for service efficiency, ultimately enhancing the overall customer experience.

As the Ministry of Infrastructure has extended their hours from 8am - 8pm Monday to Friday from the 23rd of March to the 3rd of April, we encourage the public to come in and see for yourself the shorter queues and the quicker service.

We are grateful to the frontline staff at Ministry of Infrastructure for using Pacific Queue.

We thank the customers who shared their first-hand experiences using Pacific Queue.

'Ofa Atu

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We are proud to share the biggest project we’ve delivered to date — and a very special one, as it was our first app built for a client.

The Concierge App for Bank of South Pacific was initially developed here in Tonga, at the BSP Nukuʻalofa branch in 2022. Since then, it has grown and been adapted for use across the Pacific.

Today, the app is used by over 1,500 staff, supporting daily operations in 89 branches, (including 48 branches in Papua New Guinea alone). The app assists BSP to serve over 25,000 customer daily across

🇨🇰 Cook Islands
🇫🇯 Fiji
🇵🇬 Papua New Guinea
🇼🇸 Samoa
🇸🇧 Solomon Islands
🇹🇴 Tonga
🇻🇺 Vanuatu

The Concierge App provides real-time insights into customer waiting times, service times, and overall branch performance, delivering reliable data to improve in-branch service at scale.

Special thanks to Marcellina Wolfgramm Haapai, who created the vision and served as our champion on the inside — her vision and support were key to bringing the project to life.

What began in Tonga is now being used across the Pacific, and we are proud to have contributed to this transformation.