As one of the largest constitutional offices in the United States, a Midwestern state government office receives a significant number of visitors, surpassing most other state governments.
Due to the high demand for services, the agency sought an appointment booking system. Their goal was to reduce the challenges associated with long lines and become a model agency for citizen satisfaction.
This led them to implement Q-Flow online appointment scheduling with ACF Technologies.
This state agency has one of the largest and most diverse collections of responsibilities among comparable offices nationwide. These duties are divided across 20 departments employing approximately 4,000 people. Responsibilities include maintaining multiple office buildings, overseeing the state's network of libraries, preserving historical documents, and managing a wide range of citizen services.
For many citizens, the agency’s 120 offices are the place to obtain a new driver's license, ID card, or license plate. Historically, this process was often described as time-consuming and frustrating, largely because the state was one of the remaining states that did not offer appointment scheduling.
The pandemic accelerated the need for change. Social distancing measures meant citizens could not wait inside the offices. Instead, they were required to queue outside, often forming lines that extended around buildings and into nearby neighbourhoods. Citizens frequently waited outdoors for hours in extreme weather conditions to access essential services.
A dedicated project team was therefore tasked with reducing queues and improving wait and service times across the agency's offices.
As an existing customer, the agency worked with ACF Technologies to extend its Q-Flow platform to include online appointment scheduling. The project team also researched how other agencies had solved similar challenges and discovered the success of large-scale Q-Flow appointment scheduling deployments. This gave them the confidence to expand their investment in Q-Flow.
In 2014, the agency introduced a Q-Flow ticketing system that allowed visitors to take a ticket upon arrival and join the queue.
However, this model was not ideal when lobby areas regularly held up to 300 people. The need for a more structured solution became clear when social distancing restrictions forced hundreds of citizens to wait outside office buildings.
During their research process, the project team consulted other state agencies. Their goal was to identify a simple solution, learn from peer experiences, and implement a working system within 90 days.
The team determined that an out-of-the-box appointment booking solution capable of supporting both appointments and walk-ins would best meet their needs. This hybrid approach allowed priority groups such as seniors and VIP citizens to continue accessing services without an appointment.
Today, citizens visiting these offices no longer receive a ticket upon arrival. Instead, appointments are scheduled online or over the phone, allowing staff to better manage customer flow and prevent overcrowding.
To support this transition, the agency ensured that its website remained simple and easy to use, even for citizens who are less familiar with digital technology.
ACF Technologies helped develop an appointment management system with an identical interface for both citizens and staff. This allows call centre agents to easily assist citizens with booking and managing appointments because they are using the same system.
The platform was also adapted to support visually impaired call centre staff who handle more than 1,500 calls per day.
ACF’s technical teams collaborated closely with the agency to ensure the system aligned with their operational requirements while maintaining the simplicity of an out-of-the-box deployment.
The appointment scheduling solution implemented by ACF has successfully managed more than half a million appointments within the first six months of operation.
Queues of up to 300 citizens waiting outside offices have been eliminated. Instead, approximately 20 citizens are served at a time in a calmer, safer, and socially distanced environment.
Previously, citizens often had to take an entire day off work because they could not predict how long they would need to wait. Now, citizens arrive for their scheduled appointment and are served promptly, creating a significantly improved service experience.
This change has also improved the working environment for employees. Staff members who previously assisted citizens outdoors in queues are now focused on delivering services inside offices, resulting in improved efficiency and morale.
Is your organisation looking for a queue management system that can reduce wait times and improve service experiences?
ACF Technologies works with organisations to transform customer journeys and improve operational performance through intelligent appointment and queue management solutions.