Case Study: Islington Council achieves omnichannel service management and reduced waiting times with Qmatic

Islington Council Manages Omnichannel Services with Qmatic

Islington Council, the local authority for the London Borough of Islington serving 200,000 residents, needed to consolidate multiple face-to-face services into one building while managing high volumes of casual drop-ins, protecting confidentiality for sensitive meetings, and synchronising room bookings with appointments. To address these challenges the Council engaged Qmatic and implemented the Qmatic Customer Journey Management platform (Orchestra) with appointments capability to support omnichannel access and better reporting of footfall.

Qmatic deployed touch‑screen kiosks and ticket printers, integrated digital signage, audio announcements and room‑booking integration so visitors can self‑check‑in, join virtual queues and be routed to the right team and waiting area. As a result Qmatic enabled measurable improvements: reduced waiting times, optimized staff scheduling, centralized footfall reporting, synchronized room use (vastly improved space utilization) and successful channel shift to online services — ensuring residents see the right adviser at the right time.

Islington Council

Andrew Younger

Customer Operations Manager