Self-service check-in kiosk Elo Wallaby Pro

Efficient appointment and queue management

Leuven City Office focuses on optimising visitor flow

Leuven City Office, strategically located right next to the central station, is the hub for all civic services. With an average of 800 visitors a day, efficient appointment and queue management is crucial to ensuring a smooth flow of visitors. By using Qmatic software, the City Office is committed to providing accessible and efficient services.

Digital transformation

Smart visitor flow

Accessible services, streamlined processes and efficient reception formed the basis of the digital transformation of queue and appointment management at Leuven City Office. “In the past, we had a single central waiting room, and a visit without an appointment was a straightforward process. Citizens would come in, take a ticket and wait their turn”, explains Kris Torfs, Director of Citizen Services for the City of Leuven.

“In 2008, we moved to our current location and went from one waiting area to five. And, a few years later, we decided to operate on an appointment-only basis for many services. This created the need for efficient queue and appointment management, and we soon came across Qmatic.”

Self-check-in kiosk

Smart ticketing system

The installation of four Elo self-service kiosks at the reception ensures that visitor flows are managed efficiently and queuing times at the counters are kept to a minimum. Visitors book an appointment online, check in via the kiosk and receive a ticket directing them to the correct waiting room.

“Of course, we still have peak times just as before, but thanks to the appointment system, we have much greater control over the visitor flows. Also, thanks to the back-end management system, our staff always have a clear overview of current waiting times. This enables them to intervene more quickly if they notice waiting times getting too long, for example by opening an extra counter”, says Kris. “In short, the Qmatic system reduces stress for our staff and increases customer satisfaction among our citizens!”

It’s great to have a direct line of communication again now that DOBIT is a Qmatic Premier Solution Partner. If we have any questions or issues, we receive prompt assistance; although technical issues have been limited so far, which is obviously good news.

Kris Torfs

Director of Citizen Services

Reduce the perceived waiting time

Digital signage

In addition to the self-check-in kiosks, the City Office is focusing on digital communication throughout the building. Both at the reception and in the various waiting areas, the City Office provides visitors with relevant information.

Furthermore, the digital screens in the waiting areas are linked to the ticketing system. When a member of staff calls the next ticket, it appears on the screen, allowing citizens to see at a glance when it is their turn and at which counter they should proceed.

The analytics tool in Qmatic provides clear insights into waiting times, processing times per case and peak periods. This enables users to adjust staffing levels for example and identify any gaps more quickly.