Case Study: Utrecht Municipal Office achieves a seamless, touchless citizen journey with Qmatic

The City of Utrecht Creates a Seamless Citizen Journey with Qmatic

Utrecht Municipal Office consolidated more than 30 dispersed locations into one 65,000 m² central facility serving up to about 2,000 visitors a day. To ensure the new site was "visible, findable and accessible," Utrecht Municipal Office partnered with Qmatic, deploying Qmatic Orchestra, Qmatic Intro self‑service kiosks, digital signage and appointment management to tackle wayfinding, streamline check‑in, and give staff the tools to manage appointments efficiently.

Qmatic implemented an integrated Customer Journey Management solution—Orchestra plus self‑service kiosks and QR‑based touchless check‑in—tied into appointment booking and the municipality’s back office. The result: one central platform to manage visitor streams, seamless QR check‑in, appointment capabilities, real‑time data and detailed reports, improved staff preparedness and faster turnaround at departments, and enhanced communication via digital signage—demonstrably guiding thousands of visitors each day and removing the previous service fragmentation. Qmatic delivered the operational visibility and customer experience improvements Utrecht sought.

Utrecht Municipal Office

Corrine van Veldhuisen

Public Service Programme Manager