Lambeth Council implements the Q-Flow platform for Appointment Booking

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

The Results

The experience of booking and waiting for an appointment with Lambeth Council has been significantly improved for local residents. Previously, residents often had to visit the Civic Centre in person and wait in hopes of being seen, sometimes for several hours. Today, residents can book appointments online and arrive at the Civic Centre at the scheduled time indicated in their appointment reminders.

The implementation of Q-Flow has delivered several measurable improvements:

• Reduced waiting times for residents
• Reduced average appointment booking time
• Improved staff efficiency when booking and delivering services
• Higher staff satisfaction with the appointment booking system
• Improved access to operational data and insights through the reporting suite
• Increased overall resident satisfaction with the appointment booking experience

These improvements have significantly enhanced the appointment booking journey for both Lambeth residents and council staff.