Lambeth Council implements the Q-Flow platform for Appointment Booking

September 23, 2024

Lambeth is a borough in South London, England, which forms part of Inner London. Lambeth Council offers a range of public services to support a population of more than 300,000 residents from the Lambeth Civic Centre in Brixton.

The Challenge

All of Lambeth Council’s services used to be offered on a walk-in basis. That led to packed waiting rooms and long lines every day of the week. Citizens would regularly have to wait in the service center for hours at the time, sometimes without being served in the end. This was frustrating for both customers as well as staff.

In 2014 Lambeth implemented Q-Flow® as a queue management solution. This brought some order to the queues and helped ensure more citizens were served in time. Over the years, Lambeth Council had regular conversations with its Account Manager at ACF and eventually decided to take the step towards appointment-based services rather than queue-based services. This meant Lambeth started using Q-Flow for booking and managing appointments. The council also added online appointment booking to its website to empower its citizens to book their own appointments. Today, the council no longer has to deal with unmanageable queues in its service center.

We identified that we needed to help Lambeth to:

  • Make the most of internal resources
  • Work more efficiently – and reduce operational costs
  • Make the services Lambeth offers more visible to its citizens
  • Dramatically improve the citizen experience
  • Improve customer relationships, customer satisfaction, and net promoter scores
  • Deliver ongoing solution support to ensure best-in-class service 24/7
Safeguarding Citizen Information_ Local Government and Data Security

Solutions

ACF worked with Lambeth Council to implement an enterprise Appointment Booking System and the following, tailored solutions for this local council:


The results

The experience of booking and waiting for an appointment with their council has now been transformed for Lambeth’s residents. The days when they had to turn up to the Civic Centre and hope they were going to get seen within a few hours – if at all – are long gone. Instead, they simply book online and arrive when their appointment reminders tell them to.

Ultimately, Q-Flow has:

  • Reduced wait times
  • Reduction in average booking time
  • Increased overall staff efficiency for booking and serving appointments
  • Improved staff satisfaction with the booking system
  • Improved visibility of data and insights using the reporting suite
  • Increased overall customer satisfaction for appointment booking journeys

 

This has drastically improved the appointment booking experience for both Lambeth’s residents and the council’s staff.