Case Study: Large Constitutional Offices achieve reduced queue times and improved citizen experience with ACF Technologies' Q-Flow online appointment scheduling

ACF Reduces Queue Times Across State Government Facilities

Large Constitutional Offices, a large midwestern state government agency with roughly 4,000 staff across 120 offices, faced chronic overcrowding and long outdoor queues of up to 300 people because it had no appointment scheduling system. The pandemic amplified the problem—social distancing forced citizens to wait outside for hours—so the agency engaged ACF Technologies and its Q-Flow online appointment scheduling to address citizen frustration and reduce wait times.

ACF Technologies extended its Q-Flow platform to provide online and phone booking with a unified interface for citizens and staff (including accessibility adaptations for call-center agents), enabling a hybrid model of appointments and limited walk-ins. Since rollout, the ACF Technologies solution has handled well over half a million appointments in six months, cut sprawling queues to roughly 20 people being served at a time, sped up service delivery, and improved staff morale and operational efficiency.