Case Study: Lambeth Borough Council cuts wait times and boosts citizen experience with ACF Technologies' Q-Flow

Lambeth Council implements the Q-Flow platform for Appointment Booking

Lambeth Borough Council (Lambeth), serving more than 300,000 residents in South London, faced chronic overcrowding and hours‑long waits because services were only offered on a walk‑in basis. After initially using Q-Flow® for queue management, Lambeth worked with ACF Technologies to move from queues to an appointment‑based model to better manage demand and improve the citizen experience.

ACF Technologies implemented an enterprise Appointment Booking System on the Q-Flow platform—featuring online booking across devices, real‑time staff availability, rota management, automated reminders, local hosting, and reporting/dashboard insights. The solution eliminated unmanageable queues, reduced wait times and average booking time, increased staff efficiency and satisfaction, and improved customer satisfaction and visibility into performance (appointments served, average service times, SLA comparisons and calendar utilization); ACF Technologies continues to provide ongoing support and account management.

Lambeth

Nigel Partridge

Customer Service Manager