Use case · Local government
A wasted passport slot is three more weeks for someone else
A city of 47,000 residents issues identity documents, certificates and school registrations by appointment. The advertised wait is three weeks — and yet nearly one appointment in five is a no-show, and the freed slot helps nobody.
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The starting point
The wait is not a capacity problem
The city does not have too few slots: it loses them. One appointment in five is a no-show and nobody is told, so the slot stays empty while the queue grows. Reminders exist — they are made by hand, by one officer, when she has time.
- 18% no-shows, with no systematic reminder
- A slot cancelled the day before is never reallocated
- The switchboard is saturated with "I'd like to move my appointment"
- Municipal communications go out from another tool, with another contact base
What gets deployed
Make the appointment self-service
- 01
Online booking, by reason
Each reason carries its real duration and rules: a passport does not take the time of a certificate copy. The resident picks a slot on a public page, with no account to create.
- 02
The reminder goes out by itself
SMS 48 hours ahead, email the day before, with a one-click link to move or cancel. That link is what changes things: cancelling becomes easier than not turning up.
- 03
The freed slot goes back to the public
A cancellation republishes the slot immediately. Someone else takes it instead of it sitting empty.
- 04
Resident communications on the same base
Roadworks, exceptional closures, school registrations: email and SMS campaigns go out from the same contact base, with consent tracked channel by channel.
What it moves
What the setup targets
- ≈ 18% → 7%
- of appointments not honoured
- ≈ 100
- slots recovered every month
- −3 weeks
- off the advertised wait, at constant capacity
- 1
- contact base, appointments and comms included
Go further
The building blocks used
Booking page
Your availability bookable online, in your colors, on your domain.
DiscoverAppointment reminders
Email, SMS and a notification on the Wallet card — no-shows melt away.
DiscoverSMS campaigns
The channel read in 3 minutes — custom sender and delivery receipts included.
DiscoverEmail campaigns
Block-based newsletters and campaigns, targeted at your CRM segments.
DiscoverVirtual phone system
The complete SMB switchboard: greeting, routing, queues and statistics.
DiscoverFAQ
Frequently asked questions
Does the resident have to create an account?
No. The booking page is public: name, reason, slot, contact details. That is what it takes for the least digitally confident residents to get to the end.
What about people without a mobile phone?
The reminder falls back to email, and both the counter and the switchboard can book on the resident's behalf. The online channel is added to the others, it does not replace them.
Can we keep offline slots for the counter?
Yes. Each reason can reserve a share of its slots for the counter or the phone, and the split can be changed without technical work.
Is resident communication GDPR-compliant?
Consent is tracked per channel — email, SMS, phone — with its source and date. A public-interest communication and an optional one do not rest on the same legal basis, and the tool tells them apart.
What happens if the resident does not turn up?
The slot frees itself on cancellation and becomes bookable again. Email and SMS reminders go out before the appointment, and the attendance confirmation link answers in one click — that is what makes lost slots shrink.
Another question? Write to us — a human will answer.
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Comparisons
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