The City of Llodio in the Basque Country (Spain): Online Appointments and Reception Management

Located in the Basque Country in northern Spain, Llodio is the second most populated city in the province of Álava, with around 18,000 residents. As a result, the City Hall is a busy place, welcoming a large number of citizens every day.

To better organize public reception, make visitor journeys clearer, and reduce waiting times within its facilities, the municipality turned to ESII Ibérica.

To meet the needs of the City of Llodio, the Orion solution was deployed in SaaS mode. It allows citizens to plan their visit to City Hall by booking an appointment directly through the municipality’s website.

An interactive Keo kiosk enables visitors with an appointment to check in upon arrival. Walk-in visitors can take a ticket for the service of their choice by selecting it on the kiosk’s touchscreen, available in both Basque and Spanish.

In addition, a video display screen allows staff to call citizens to their service desk.

Thanks to this setup, reception is now clearer and better structured, with an easy-to-understand order of service. Uncertainty about who will be served next is eliminated, along with concerns about being skipped in line.