Qmatic optimizes citizen service in the Mislata City Council

Mislata Town Hall (Valencia) install the Qmatic Solo Virtual system to improve citizen service.

The project, Disproin has been responsible for its implementation, technological partner of Qmatic, includes a touch terminal, where citizens can select the service for which they wish to carry out their procedures and obtain a shift ticket; and a call screen, through which they can see the order number and the service table that corresponds to them.

With this solution, an attempt was made to regulate and manage the traffic of citizens who went to the town hall to carry out different procedures.. “We opted for the Qmatic system because we saw that it was the most logical when it came to serving the public.. Placing the dispenser in the passage area meant that users would pass by it, and thus we avoided access to other floors of the town hall. Therefore, “The queue manager has also helped us re-educate users”, explains David García, computer technician of the Mislata City Council.

The system offers tickets for both the Citizen Service Office, with five positions available, as for Executive Collection, with three positions available. According to Javier Medina, Qmatic Business Development Director, “The city council can customize the terminal and adapt it to the available citizen service positions, as well as establishing what type of procedures each table handles”. The call screen can also be adjusted, depending on the needs of each moment, and offer texts, photographs, videos, PowerPoint presentations or, even, a connection to a news television channel.

On the other hand, Using the MyQmatic plugin you can easily reset settings and location services. Besides, The solution collects and reports on activities such as the number of customers served, the services requested and how much average waiting time they have had.

This project has allowed the town hall to be modernized, improve the efficiency of services and optimize citizen service. Those responsible for the City Council have already planned to take the next step and incorporate new municipal procedures to this office next October.