Case Study: London Borough of Harrow achieves reduced waiting times and improved customer experience with Q-nomy

London Borough of Harrow - Customer Case Study

Harrow Council’s Access Harrow One Stop Shop serves around 230,000 residents as the first point of contact for face-to-face, phone and online council services. Faced with high footfall, long waits and a need to improve fairness, first-contact resolution and resource use, the council invited Q-nomy to introduce new queuing and self-service technology to enhance the customer experience.

Q-nomy implemented touch-screen self-service kiosks, a ticketing system with skills-based routing and real-time management reporting for appointments, queue status and staff performance. The result was shorter wait times, improved first-contact resolution and customer satisfaction, better staff productivity and training insights, and clearer management visibility for rostering and peak-time planning — with the system flexible enough to support special events like elections.

London Borough of Harrow

Griselda Colvin

Benefits Manager