Lambeth Council implements the Q-Flow platform for Appointment Booking

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.