Case Study: Department for Work and Pensions achieves scalable, high-performance appointment booking across 500+ locations with ACF Technologies' Q-Flow

Department for Work and Pensions - Customer Case Study

The Department for Work and Pensions (DWP), the UK’s largest government department serving around 20 million customers, needed an enterprise appointment and diary management system for its Universal Credit (UC) teams to handle rapidly growing appointment demand and complex routing rules. In 2018 DWP chose ACF Technologies’ Q-Flow Appointment Booking to provide an API-driven, scalable, location-based solution with a simple user interface that could enforce UC’s internal booking rules and manage real-time availability.

ACF Technologies implemented Q-Flow remotely across 500+ locations, delivering intelligent appointment routing, a Diary Manager for complex working patterns and support for 15,000+ individual calendars via a high-performance API. The solution supports over 100,000 appointments per day, delivered significant efficiency gains and improved staff satisfaction, provided important operational insights, and is backed by 24/7 support and ongoing training from ACF Technologies.

Department for Work and Pensions