Case Study: Portsmouth City Council cuts wait times and boosts customer satisfaction with ACF Technologies

ACF improves operational efficiency for Portsmouth City Council in the UK using Q-Flow

Portsmouth City Council, the unitary authority serving a 230,000+ community, was facing rising wait times and poor visibility of customer demand at its busy service centre. To deliver consistent service levels, manage multiple queues and set clearer expectations for visitors, the council engaged ACF Technologies to address peak-time congestion and improve front‑line operations using an advanced queue management solution based on the Q‑Flow platform.

ACF Technologies implemented kiosks with printed tickets, branded digital signage, audio calling and a web‑based Q‑Flow user interface for staff and managers, hosted locally on the council’s servers. The deployment reduced average wait times, increased the number of customers served per day, improved customer satisfaction by making progress visible, enabled quick‑query tracking and unified routing, and delivered actionable reporting to plan staffing and improve performance.

Portsmouth City Council

Nina Martin

City Helpdesk Manager