Efficient Visitor Management in Bern – Qsome Enhances Citizen Services

A Modern System for Optimized Customer Flow

Cities and government agencies increasingly face the challenge of managing large visitor flows efficiently while minimizing wait times. The citizen services, migration, and foreign police (EMF) department of Bern has addressed this issue by implementing Qsome’s tailored visitor management solution. This comprehensive system, combining hardware and SaaS, enables smart visitor flow control and seamless communication between authorities and citizens.

The Challenge: High Visitor Numbers & Complex Processes

Every year, the EMF department of Bern serves over 100,000 citizens, answers 67,000 phone inquiries, processes 40,000 emails, and handles 12,000 foreign police cases. These tasks include residence registrations, permit approvals, and fraud prevention across various sectors.

To improve service quality, the city of Bern sought an innovative customer guidance system and partnered with Qsome to streamline visitor management. The goal was to create an efficient and modern customer journey, reducing wait times and increasing service efficiency.

The Solution: Qsome Visitor Management System

The Qsome system integrates on-site consultation with digital self-service options. Key features include:

• Self-service terminals – Citizens can register and access information independently.
• QR-code ticketing & mobile support – Digital tickets enable flexible processing.
• Customer information displays – Six screens across waiting areas show real-time queue positions, enhancing transparency.
• Appointment scheduling for in-person & remote consultations – Easy booking for in-person or video consultations.
• Personalized notifications – Updates via email or SMS keep citizens informed.
• Broadcasting of important messages – Authorities can display urgent announcements on self-service terminals and queue screens.
• Service catalogs & decision trees – An intuitive system helps users navigate services efficiently.
• Multiple service options – Citizens can either receive assistance with a ticket or access information directly at the terminal.
• Thermal printers at information stands – Instant ticket issuance for smooth queue organization.
• Digital signage with Qsome Digital Signage – Professionally displayed, up-to-date information from multiple sources.
• MyTurn – Mobile App – Real-time waiting time updates for a better citizen experience.
• Detailed analytics & reporting – Comprehensive data insights to improve service operations continuously.

The Benefits for the City of Bern

By adopting Qsome’s visitor management system, Bern has significantly improved service efficiency. Transparent communication reduces inquiries, while digital appointments and self-service features lessen staff workload. Citizens benefit from shorter wait times, intuitive processes, and real-time service updates.

Conclusion – A Satisfied Client Speaks

«With Qsome, we have optimized our visitor management, improving both customer experience and operational efficiency. Citizens benefit from clear workflows, while our employees experience reduced workload. This is a future-proof solution we wouldn’t want to miss.» —

Ott Alexander
Citizen Services, Migration, and Foreign Police of the City of Bern
Head of Police Inspectorate (Co-Lead)
Head of Foreign Police of the City of Bern
Co-President of VSED

Learn more about Qsome customer guidance system on our features page.