Deliver faster, transparent, and efficient citizen experiences

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Watch Success Story from Lambeth Borough Council

Our long-term client shares their story of how Queue Management and Appointment Scheduling help streamline customer flow and improve customer experience.

Our system ensures customers are able to book their appointment online and be in control of their own time. 


Connect citizens

ACF Technologies wants citizens to feel comfortable at any public building. Whether it’s a DMV, a courthouse, or a city, state, or county government, they should deliver a pleasant experience. Together, we can utilize queueing solutions, appointment management, digital signage, omnichannel customer journeys, and automated customer flow to transform the way citizens connect with the public sector.

Create an efficient and relaxed environment at every touchpoint by improving communication and reducing wait times. Our queue management software eliminates lines, prioritizes individuals that are waiting, transfers citizens across departments, and facilitates online transactions.

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Local Government Guide to creating operational efficiencies and improving CX

With a customer-first focus, various communication channels can be used for more positive citizen interactions – and improved efficiencies. Adding value to these interactions with technology platforms allows citizens to select how and when they want to communicate. Citizen experiences and interactions improve because they feel more comfortable with communication options that align with personal preferences.

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Reduce wait times and boost productivity

  • Allow citizens to schedule and manage appointments online.
  • Provide citizens with real-time updates about their estimated wait times (get out of line or request more time).
  • Match citizens with skilled employees to improve customer service.
  • Offer citizens the opportunity to give immediate post-service feedback.
  • Display informational videos and public service announcements on digital displays.
Application view of ACF Technologies online appointment
Application view of ACF Technologies surveys

Improve operational efficiencies

  • Improve employee satisfaction by automating customer flow and eliminating unnecessary steps.
  • Maintain a relaxed environment and improve the quality of service.
  • Improve resource allocation and productivity with real-time predictive data.
  • Eliminate unnecessary tasks and automate workflow for quicker transfers and process completion.
  • Reduce costs by decreasing duplication through integration with 3rd party software.

Security and certifications

ACF Technologies one of the select few Customer Experience Solution providers to the Department of Defense (DoD) that has obtained the prestigious Authority to Operate (ATO). This authorization allows our products to seamlessly operate within existing DoD networks, ensuring secure, efficient, and effective customer experience management.

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2022 ACF Government Northampton Council Logo

The overall customer satisfaction was superb, as we were able to reduce waiting times dramatically. We used Q-Flow for our drop in service once the appointments were implemented and this had the greatest impact on service delivery, as we could successfully inform customers of the delays expected and spread the footfall throughout the day. The team were under less pressure which made a much better working environment and we could successfully plan resources accordingly. The Q-Flow system had proved to be totally stable and reliable as we have had zero down time since the implementation several years ago.

Ken McAlindon, Customer Service Team Leader
Northampton Borough Council
2022 ACF Government Portsmouth City Council Logo

The advanced queue management system provided by ACF allows us to effectively manage our customers to provide the customer service excellence we committed to delivering. In addition to this, the system provides comprehensive reporting abilities to allow us to analyse our performance, identify peak contact times and efficiently plan staff resource to meet both our service commitments and business demands

Nina Martin, City Helpdesk Manager
Portsmouth City Council
2022 ACF Government Buncombe County Logo

ACF has been a great partner, incredibly responsive and adaptive as we made adjustments. Q-Flow is the ‘crown jewel’ example of effectively managing county dollars. Other counties now visit our offices, just to see the system at work.

Buncombe County
Department of Health and Human Services
2022 ACF Government Lewisham homes Logo

ACF’s Queue Management solution allows us to manage our walk-in customers efficiently, reducing their waiting times and increasing customer satisfaction. In particular, being able to view real-time information on numbers of customer queuing allows us to effectively manage our staff resource.

Faye Agbalaya, Head of Income & Tenancy Support
Lewisham Homes

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