Case Study: Kanton Basel‑Stadt achieves a tailored citizen experience and reduced wait times with Qmatic Orchestra by Qmatic

Residents’ Registration Office & Passport Office in Basel Uses Qmatic to Tailor the Citizen Experience

The Kanton of Basel-Stadt’s Residents’ Registration Office and Passport Office handle a wide array of citizen services under one roof and were struggling with heavy foot traffic and service bottlenecks. To improve the citizen experience and better manage visitor flow, the Kanton of Basel-Stadt deployed Qmatic’s enterprise platform Qmatic Orchestra along with self‑service kiosks.

Qmatic implemented Intro 17 self‑service kiosks, lobby LCDs, counter displays and queue/counter management tied to Qmatic Orchestra and its Business Intelligence module. The solution delivers real‑time data on queue and wait times, transaction times, customer feedback and staff performance, enabling bottleneck detection, better staff allocation and continuous ticket continuity—resulting in optimized operations, improved employee productivity and higher service levels.

Kanton of Basel-Stadt