Public sector

Citizen experience management for public sector

Digitally transform and integrate your citizen services online and onsite with omnichannel experience management solutions

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Provide better citizen experience and more efficient services with omnichannel solutions

Qmatic solutions are designed to bring your services online and combine them with an efficient onsite experience. Make it easier for citizen to book appointments, reduce their onsite waiting times, and get vital business intelligence to better plan your resources to deliver excellent services.

Councils and city halls

Bring calm and structure for citizens to navigate their way and get their needs done, while increasing operational efficiency. Manage visitor flow with appointment scheduling and virtual queuing, and gain insights through data analytics.

DMV offices

Keep visitors informed every step of the way and create a balance between booked appointments and walk-ins for better efficiency. Get insights into your operations with analytics to make data-driven decisions.

Colleges and universities

Provide excellent omnichannel services for students, who as digital natives expect quick and seamless services through the channels of their choices.

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Provide flexibility and accessible services for residents

Qmatic’s omnichannel solutions enable you to support in-branch services but also offer outstanding remote assistance, making your services accessible to all residents.

Give accessible options for all citizens – let them choose how and when to schedule an appointment, check in, and where to wait
Enable alternatives to in-branch services, including Mobile Ticket for remote waiting with real-time updates, virtual meeting platform for remote services, and online feedback

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Improve communication and transparency

Create a calm, relaxed environment by reducing wait times and eliminating uncertainties.

Help citizens prepare for their visit with booking confirmation, reminders, and notifications
Keep citizens informed at every touchpoint with regular updates and automated notifications through messaging services, Mobile Ticket, or digital signage.
Enable citizens to monitor their place in the queue, reducing the perceived waiting time

Increase operational efficiency

Manage staff workload with automated admin tasks, streamlined workflows, and self-service options for residents
Distribute workload evenly during the day, and plan resources in advance
Create automated visitor and queue segmentations
Let staff take a proactive approach in managing visitor flows with a real-time dashboard and statistics, giving them a clear view of service demand and quality, feedback and waiting times
Create a better balance between booked appointments and walk-in visits with appointment management

Get actionable insights from all touchpoints

Get detailed data and insights to optimize your operations, along with extensive statistics and reports on the entire organization to help you improve your operations. Qmatic Business Intelligence include:

360 overview of your visitors
Real-time dashboards
Average wait time and transaction time
Appointment data, including: no show-rate, early and late arrivals, and numbers of appointment vs walk-in visits
Staff and branch performances
Historical insights and demand forecast

Focus on the quality of citizens' experiences

See how our solutions can help you combine online to onsite experiences to reduce long waiting times, improve your staff’s workloads, and give residents’ the services they demand. Qmatic’s omnichannel solutions includes:

Appointment scheduling

Let citizens schedule their appointments online. Distribute staff workload evenly throughout the day and regulate visitor flow for better efficiency.

Self check-in

Allow citizens to check in online with their mobile phone, or on-premise with a self-service kiosk, relieving some of the workloads from the staff for them to focus more on delivering excellent services.

Virtual queuing

Let citizens wait from anywhere with Mobile Ticket, with a real-time view of their place in the queue and notifications when it's their turn to be served.

Virtual meetings

Serve citizens remotely when they are not able to make it in person. Enable a hybrid workforce and offer accessible services to residents with both physical and virtual delivery.

Reporting and analytics

Gain insights with up-to-date analytics and reports to make data-driven business decisions, and get actionable information to improve your operations with a real-time dashboard.

Staff application

Equip staff with the right information on resident visits to increase efficiency and service quality. Using any gadget, staff can have live information at hand while being mobile to greet or serve citizens.

Messaging services

Keep citizens updated at all touchpoints with automated text messages and emails, so they know what to expect and what to do. Send appointment confirmations, reminders, and other notifications before their visit.

Digital signage

Make it easy for visitors to find their way around on the premises, and keep them informed and entertained while waiting.

Resources

The Citizen Journey Management Guide

Learn how you can bring structure to your services and increase operational efficiency by improving staff engagement amid challenges such as tightening budgets and increased demand volume.

Get the guide

The City of Minneapolis Service Center Reimages the Public Experience with Qmatic

Learn how the City of Minneapolis increase equity and accessibility to all citizens, reduce wait times, adapt to a hybrid workforce, and improve efficiencies.

Three ways to reduce government wait time and create a more efficient visit

Learn how government agencies can improve efficiency by managing the citizen & employee experience, reducing wait time, and providing helpful information.