The Municipality of Regensdorf modernizes citizen services with Qsome

Improved customer guidance, self-service and efficient appointment processes for a modern municipal administration

The Municipality of Regensdorf, with around 20,000 residents, is one of the largest municipalities in the Zurich Unterland. As part of the renovation at Watterstrasse 116, the ground floor was comprehensively redesigned: the former counter areas were transformed into a modern public meeting zone for citizens and employees.

With waiting areas, a cafeteria, four central counters, meeting rooms and digital service offerings, the foundation was created for a contemporary, service-oriented administration. A central part of this modernization is Qsome, e-nov8’s digital solution for customer flow management systems, appointment management, self-service and digital signage.

Initial situation: New meeting zone with digital requirements

As part of the renovation, all existing counters were dismantled and replaced by four central counters on the ground floor. The new spatial concept was intended not only to impress architecturally, but also to simplify processes for citizens and employees.

The Municipality of Regensdorf needed a flexible solution that supports both spontaneous on-site requests and appointments booked online. At the same time, it had to be possible to digitally map different departments, services, priorities and availabilities.

The aim was to make waiting times transparent, involve employees in a targeted way, manage appointments efficiently and offer citizens a modern service experience.

Solution: Qsome as the central platform for citizen requests

With Qsome, a comprehensive digital solution was introduced that combines the municipality’s various requirements in one platform. The system supports both online and on-site citizen requests and enables structured, prioritized and service-oriented processing.

The implemented functions include:

• Qsome as a customer flow management system for online and on-site requests
• Digital mapping of different departments and services
• Processing profiles with specializations, priorities and responsibilities
• Modern self-service terminals for on-site check-in
• A large outdoor touchscreen with information and appointment check-in
• Information screens for citizens
• Counter displays with Qsome displays and Qsome software
• Digital signage for self-managed display of relevant information
• Single sign-on with Azure integration
• Room management for counters and meeting rooms
• Digital forms for citizen requests with secure transmission and attachment verification
• Direct booking of responsible employees for selected services
• Automatic availability checks and room reservations
• Automatic calculation of the required consultation time depending on the service and number of people
• Greater efficiency for administration and residents

By introducing Qsome, the Municipality of Regensdorf can manage citizen requests more efficiently while also increasing service quality. Citizens benefit from clear information, simple check-in options and transparent guidance throughout the visit process.

Qsome also creates tangible internal benefits: employees can process requests in a more targeted way, plan resources more effectively and independently adjust configurations. This simplifies workflows, saves time and increases flexibility in day-to-day administrative work.

The ability to independently manage digital forms, securely check attachments and automatically coordinate appointments with suitable employees and rooms is particularly valuable. This creates a seamless digital process, from the request through to personal consultation.

Collaboration with e-nov8

Already during the needs analysis, e-nov8 demonstrated a clear understanding of the Municipality of Regensdorf’s requirements. The implementation went smoothly and was flexibly adapted to the administration’s specific needs.

The result meets the municipality’s expectations: the solution developed is user-friendly, flexibly configurable and supports the municipality in sustainably modernizing administrative processes. Further developments can be easily initiated and implemented.

Quote

“With Qsome’s ticket and appointment booking system, we were able to successfully modernize our processes and make them more efficient. Thanks to the option of submitting documents already when booking an appointment, we can optimally prepare requests and significantly reduce counter time for our customers. The collaboration with e-nov8 was professional, solution-oriented and tailored to our needs from the very beginning. Ideas and optimization suggestions were always discussed openly and implemented very quickly.” Michelle Teucher, Head of Residents’ Services

Conclusion: Digital administration with personal service

With Qsome, the Municipality of Regensdorf is relying on a modern, flexible and future-proof solution for citizen services. The combination of customer flow management, appointment management, self-service, digital signage, form processes and room management creates added value for citizens and employees.

The project shows how digital solutions can simplify administrative processes, make resources more usable and at the same time strengthen personal consultation on site.