Municipal & Public Service Offices 

Enable citizens to schedule appointments with clarity, fairness, and real-time availability

The Challenge

City halls, tax departments, licensing bureaus, and immigration offices often struggle with long lines, unpredictable visitor loads, and low appointment adherence. Citizens expect digital-first services, yet many government offices still rely on walk-ins or outdated call-based scheduling.

The Opportunity

A mid-sized municipality implemented Infini Schedule across 9 departments (including civil affairs, permits, tax, and social services), giving citizens the ability to book, cancel, and reschedule appointments online or in-office via kiosk.

The ISG Solution

ISG supported the rollout with:
• A citizen-facing booking portal branded to the municipality
• Support for both walk-ins and pre-booked visits integrated with Infini-Q
• Role-based dashboards for department managers to track appointment load
• Calendar controls for blackout days, emergency overrides, and mobile staff
• Email/SMS confirmation, rescheduling, and queue ticket integration

Results Achieved

• 78% of appointments booked online within the first 3 months
• 30% drop in citizen complaints about long waits
• Improved staff load distribution, reducing overbooking by 45%
• Offered after-hours appointment booking, improving accessibility

Integration Variables

• Identity verification system (CRIB, national ID, social number)
• Service catalog mapping per department (e.g., driver’s license, birth certificates)
• Kiosk sync for hybrid scheduling/check-in
• Role-based API endpoints for IT admin, finance, and audit teams