Citizen journey

Enhance the user reception

Providing better service to citizens, refocusing the agent on his main job and optimizing the reception and citizen journey are part of the challenges faced by the public sector.

Secteur Public EN
Used by:
  • cma hauts de france logo

Citizen journey by ESII in video

https://youtu.be/aIQ3nisBAG4
online appointment

Online appointment making

Ease administrative procedures for your citizens by making appointments online. For ID & citizenship, garbage & recycling, housing & buildings, offer 24/7 online appointment making for a better organization and planning of your resources.

twana keo

Reception and identification

Easily manage reception, identification and orientation of citizens coming with or without appointment thanks to our range of interactive kiosks. Engage with them upon their arrival and guide them according to the reason of their visit.

digital ticket esii

Digital ticket

Offer your citizens a new way to wait. Allow your visitors to register into a virtual queue by taking a digital ticket on their smartphone from anywhere, for a modern and digital citizen journey!

ESII Phygital kiosk

Remote reception

Easily manage reception of your remote visitors via video kiosks. Connect your citizens with an agent from main office or another branch to make your services accessible in all territories.

The digital video conference ticket is also a reception solution accessible directly from a smartphone. Indeed, it allows citizens to connect with an agent by scanning a QR code with a smartphone wherever they are.

twana xl

Fight against computer illiteracy

To reduce digital gap in the territories, offer a self-service Internet access to all citizens. Thanks to a multi function kiosk, citizens can browse public services websites to complete forms and procedures, they can also  easily scan and print documents.

In addition to overcoming the lack of personal equipment, this kiosk also offers the possibility for a dedicated agent to support citizens suffering from computer illiteracy in their digital approach.

esii display interactiv

Digital signage

Display all your information (news, official announcements, statements, celebrations…) during waiting and call. Update your communication in a few clicks to keep your visitors informed in all your locations.

Ask for the brochure

Fill out this form to receive our brochure dedicated to the public sector.

The purpose of ESII solutions is to optimize queuing and facilitate the citizen journey. They adapt to all types of administrative services (city halls, tax offices, consulates, embassies, etc.), regardless of the number of visitors.

After having equipped more than 4,200 sites in the Public Sector, ESII enjoys a genuine know-how in improving and optimizing user journey. We can offer you solutions for citizens and agents to develop a close relationship and user satisfaction :

  • Online or phone appointment making
  • Reception and identification on interactive kiosk
  • Orientation in the premises thanks to dynamic communication
  • Call by ticket number, by name…
  • Satisfaction survey
Improve citizens reception

An expert in visitor reception for public sector will call you back.

>>Benefits of citizen journey management

citizen journey
Offer connected services
ticket dispenser
Reduce waiting times
kiosk
Better digital relationship with your citizens

ESII’s commitments in terms of user journey

  • A reception management solution in SaaS mode to adapt to your needs.
  • A centralized and multi-site platform that meets official requirements.
  • Open and connected solutions for all your e-services.
  • Made in France softwares and kiosks.
  • Phenol-free paper tickets.
  • Ticketless solutions.

ESII’s key figures

1 million
booked appointments in one year at The Dutch Tax Offices
12 million
visitors received by the Health Agency
3 million
booked appointments in one year at the Children & Families Agency

Our customers talk about it

  • CPAM France
    « The French health insurance (CNAM) offices need to manage significant flows of visitors.The CNAM wanted to equip every reception, all… »
  • Tax Federal Public Service Belgium
    « The ticketing system installed by your company at Liège’s Financial Tower totally satisfies us. Agents dedicated to visitor reception appreciate… »
  • City of Edmonton
    « We have found ESII to be a tremendous selection for our Service Centre. The ease of the training required to… »

The French health insurance (CNAM) offices need to manage significant flows of visitors.The CNAM wanted to equip every reception, all over France, with a modern and unique queue management system (QMS).

The hardware and software solution offered by ESII meet the needs expressed in the tender. ESII provided specifics developments to connect the QMS with our customer relation software developed in-house and installed in every office. Thanks to this integration, it’s possible to match the data from the QMS with the data from the medical insured database: this integration has a real interest in sharing and ensuring consistency of information, it is essential for customer relationship service. The interface of the ESII’s solution with the appointment application allows, on one hand, a customized reception of visitors during the appointment, and on the other hand, an extension to receive visitors called in by the medical service.

The deployment of the solution of ESII was run through a long period because of the huge number of offices to install (more than 600) and in good conditions.

CPAM France
Catherine DUYCK BAGOT Project manager, CNAM

The ticketing system installed by your company at Liège’s Financial Tower totally satisfies us.

Agents dedicated to visitor reception appreciate this system, which greatly eases their work. Managers also like it as the software provides them with analysis and statistics tools that enable them to optimize visitor flow management. At last, visitors also enjoy this more professional approach of queue management.

Tax Federal Public Service Belgium
Serge DEMBLON Tecnical unit agent, SPF Finances (Liège, Belgium)

We have found ESII to be a tremendous selection for our Service Centre. The ease of the training required to become a user of the system is very beneficial as the system is designed to be straight forward and very user friendly. The ability of our customers to interact with a kiosk allows them less waiting time and are able to be directed to where they need to go on the onset of their visit.

We were looking at a self-service model and the kiosks offered us that solution. From the kiosks we can provide instant updates with informational messaging as well as links with a QR code for information on our services the customer can explore while they wait.

The ability to add SMS text messaging was also a great benefit. At times we are very busy and close to a mall, our customers do not have to wait at the Service Centre; they can wander and be notified by text message when they are about to be seen.

City of Edmonton
Brian JENNERICH Analyste qualité

Photos of installed sites