Châteauroux City Hall has recently launched a project to digitize its queue management system, with the goal of modernizing its services and improving the user experience.
By adopting our solution, the city hall is transforming the way it handles citizen flows. Gone are the endless waits for essential document requests such as passports, ID cards, and other administrative services.
Efficient Queue Management
Our solution has significantly improved the handling of walk-in visits, which are often unpredictable. Citizens who come to city hall without an appointment are no longer left waiting indefinitely or overlooked. They are now integrated into a digital queue where they receive an estimated wait time. This approach ensures that everyone is served in an orderly and efficient manner.
The system adapts in real time to slot availability, providing a level of flexibility that was previously impossible. It helps reduce frustration due to long waits and allows spontaneous requests to be handled alongside scheduled appointments.
Here are a few limitations of relying solely on scheduled appointments:
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If a service takes less time than expected, the time slot remains empty, even though the counter could accommodate another person before the next appointment. However, it must wait for the next slot to proceed;
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If someone fails to show up, the reserved time remains unused, which is inefficient;
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If someone arrives early, the following time slots aren’t adjusted accordingly, potentially creating gaps in the schedule.
This is where walk-in management and our real-time algorithm come into play. It enables optimization of appointments and increases the total number of people served.
Conclusion
The example of Châteauroux City Hall shows how digitizing public services is a real and necessary shift. It not only improves the quality of service provided to citizens but also enhances administrative efficiency. By facilitating access to appointments, optimizing the number of daily consultations, and reducing wait times, the city hall has successfully responded to the needs of its residents.
The result: more citizens are satisfied, able to quickly retrieve essential documents in a more organized and less stressful environment.
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