Zurich Passport Office digitizes visitor flow management with Qsome

The Zurich Passport Office is the responsible contact point for Swiss citizens residing in the Canton of Zurich when it comes to issuing a passport or a combined passport and identity card offer. Provisional passports can also be issued for short-notice travel.

To modernize visitor flow management and make internal processes more efficient, the Zurich Passport Office decided to introduce Qsome, the flexible solution for modern customer flow and appointment management from e-nov8.

Initial situation

The Zurich Passport Office was looking for a future-proof solution to modernize its existing visitor flow management and sustainably improve customer reception processes. The aim was to introduce a powerful, user-friendly and flexibly adaptable platform that meets both the requirements of employees and the expectations of visitors.

What was implemented with Qsome?

With Qsome, a comprehensive solution for digital visitor flow management and customer information was introduced. As part of the project, the following components, among others, were implemented:

• Replacement of the previous Qmatic legacy solution with Qsome as a modern customer flow management system
• Mapping of different departments and services including processing profiles with rules for specializations and priorities
• Introduction of modern self-service terminals for simple and efficient check-in
• Information screens for visitors for transparent on-site communication
• Equipping counters with Qsome software for efficient service
• Direct ticket issuing at selected counters for additional operational flexibility
• Use of Qsome as a digital signage solution to display relevant, independently maintainable content in addition to counter calls
• Single sign-on with Azure integration for secure and convenient access
• Preparation for digital counter screens as a basis for further expansion steps

Smooth collaboration and flexible implementation

From the needs analysis stage onward, e-nov8 demonstrated a clear understanding of the Zurich Passport Office’s requirements. The project was supported in a partnership-based manner, and the implementation was flexibly adapted to the organization’s specific needs.

The implementation went smoothly and confirmed the ambition of not only providing a powerful standard solution with Qsome, but also tailoring it precisely to individual processes.

Result: More efficient, more flexible and more user-friendly

The result fully met the expectations of the Zurich Passport Office. The solution’s high level of user-friendliness and the ability to carry out many configurations independently were particularly appreciated. As a result, the organization benefits from noticeable time and cost savings while also gaining flexibility in day-to-day operations.

Future enhancements can also be requested and implemented easily – an important advantage for public institutions with changing requirements.

Customer testimonial

“The collaboration with e-nov8 and Qsome was professional, solution-oriented and trust-based from the very beginning. Our requirements were understood very well and efficiently implemented in a flexible, practical solution.”