West Northamptonshire Council is the local authority responsible for delivering essential public services in Northampton, England. Serving a population of more than 200,000 residents, the council operates from its one-stop customer service centre in the iconic Guildhall building in Northampton town centre.
ACF helped West Northamptonshire Council overcome its queue management challenges by aligning people, processes, and technology. With deep expertise in public sector queue management, ACF enabled the council to implement the right tools, deploy appropriate hardware including kiosks, ticketing, and digital signage, and ensure staff were equipped to use the technology effectively. The result was a more efficient, data-driven, and customer-focused service environment.
Key outcomes included:
Clearer customer expectations from the start of the visit.
Improved transparency with visible waiting time progress.
Reduced average customer wait times.
Higher daily customer throughput.
Improved overall customer satisfaction.
Better operational insight through reporting and analytics.
Simplified customer tracking and routing through a unified case management system.
Improved staff engagement and service centre performance.
A complete overview of all waiting customers and the services they require.
Live visibility of waiting times for each customer.
Faster decision-making to improve service and prioritise customers who have been waiting longer.
One-click customer calling, with the system automatically prioritising the queue order.