Case Study: City of Minneapolis achieves more accessible, inclusive public services with Qmatic

The city of minneapolis service center reimagines the public experience with qmatic

The City of Minneapolis Service Center needed a better way to manage more than 250 services in one public-facing location while reducing long wait times and making access more equitable for residents and businesses, including people who speak languages other than English or need accessibility support. To meet those needs, the city worked with Qmatic and its Qmatic Orchestra platform to improve ticketing, queue management, appointments, and customer flow.

Qmatic implemented a more inclusive omnichannel service model with self-service kiosks, mobile tickets, online appointment booking, digital signage, and virtual meetings with Teams integration. The results included more accessible and multilingual service, better staffing and resource planning, more efficient and personalized meetings, and the ability to support a hybrid workforce during the pandemic. In just 10 months, the City of Minneapolis Service Center served over 13,000 customers, exceeding its expectation of 1,000 per month.

City of Minneapolis

Breanna Phelps

Service Center Manager