Seven top tips for improving your Citizen Flow Strategy

Seven top tips for improving your Citizen Flow Strategy

Anna Oom |July 3 2019 5 min

Public service users’ expectations are rising. We recently undertook a global research survey of over 600 decision makers across healthcare and public services – and 54% said citizens are complaining more about waiting or queuing than they were a year ago.

But if you have skills shortages, increased efficiency targets and budget restraints, it can feel impossible to deliver the level of service required. 71% of respondents also said there are more demands on their time than there was a year ago.

That’s why it’s vital to remove the barriers to your own productivity, reduce unnecessary admin, and enable citizens to exercise choice. Read on to discover how to improve your citizen flow strategy – and enhance experiences for every service user.

Put your citizens in control

If you give citizens the ability to see where they are in the queue through their smartphone, they’ll feel in control of their experience. Instead of sitting in the waiting room for a long period of time, they’ll be free to go and get other things done while they wait. That means less strain on your staff and your facilities, and higher levels of satisfaction among service users.

Optimize from start to finish

Provide tools that enable service users to pre-book, get securely connected to the systems they require, and be allocated to the staff member with the right skills for their needs. This approach can dramatically improve the efficiency and personalization of service delivery, while reducing budgetary pressure.

Gain visibility – improve service

The better your visibility of demand, the better you can allocate resources. With that in mind, consider using tools that allow you to see how many people are expecting to use your services over the coming days and weeks.

Once you have this information, you can calculate expected waiting times and move staff around to meet demand.

Relieve the daily pressures on staff

Journey management tools can reduce waiting and assisting times, enable self-service, and minimise workloads. For example, if you give citizens the ability to check themselves in when they arrive for their appointment, your reception staff will be free to focus on other administrative tasks, or help out other service users who are in greater need.

Access insightful feedback

Real-time management dashboards and reporting can provide you with a clear view of citizen feedback. With the lines of communication open between you and your service users, you can react accordingly and optimize your services according to their needs.

Whether their waiting time was longer than expected, or a staff member didn’t have the expertise to solve their issue, you’ll be able to address common issues and enhance the quality of delivery.

Integrate well

It goes without saying that you’ll want to use technology solutions that are secure and budget-friendly. But it’s also vital to invest in platforms that can be integrated with your other public services systems, such as CRM or appointment booking. That way, you’ll be able to fully optimize your services and leverage your investment.

Scale according to your needs

Your services could grow rapidly in the future. So it’s important to implement future-proof solutions that you can scale according to your everyday needs. Find a solution that’s modular, so you can make short-term improvements today and start building the foundations for your complete journey implementation.


Qmatic offer all of the expertise mentioned above, and more with our omnichannel citizen journey management solutions. Download the guide for free to learn how to choose a solution that fits you, and a checklist of what to consider.

Download the guide and checklist


Anna Oom

Anna Oom

Global Content Marketing Manager.

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