Case Study: West Northamptonshire Council reduces wait times and boosts customer satisfaction with ACF Technologies (Q‑Flow)

ACF Helped West Northamptonshire Council Reduce Wait Times

West Northamptonshire Council, which serves more than 200,000 residents from a single one‑stop‑shop at Northampton’s Guildhall, faced high daily footfall, long queues and uneven demand that harmed customer experience and strained staff. To address needs‑based routing, wait‑time visibility and appointment handling, the council engaged ACF Technologies and implemented the Q‑Flow queue management and appointment booking solution.

ACF Technologies deployed kiosks with printed tickets, digital signage, a web‑based customer service UI and manager dashboards (locally hosted) to route customers, display live wait times and book appointments. The result was a dramatic reduction in average wait times, higher customer satisfaction, improved staff engagement and more efficient customer flow — including the ability to spread footfall across the day — with zero downtime reported since implementation.

West Northamptonshire Council

Ken McAlindon

Customer Service Team Leader