« For social workers, the computerized solution structures the reception process by making it objective: there are no longer any conflicts regarding the order of arrival. The next beneficiary is called using their number, so there is no doubt. »
Context
The CPAS (Public Social Action Center) of Ganshoren assists residents of the municipality of Ganshoren (Brussels region) in their needs of social support.
In an effort to ensure fairness and seamless access for beneficiaries, the CPAS decided to professionalize its reception with ESII solutions
Testimonial
Ludovic Quelderie, Director of Social Action at CPAS Ganshoren, explains the reasons for choosing ESII and the benefits observed:
“As a public administration, the CPAS of Ganshoren has modernized and aimed to strengthen its efficiency, particularly in its reception area.
Until now, visitors were received without any structured order, simply according to their arrival. This informal approach showed its limits as the number of beneficiaries increased. It became imperative to structure the flows to ensure a smooth reception.
When we moved, we wanted to modify our reception area to make it more professional. We wanted to implement queue management and prioritize waiting times.
With ESII, we organized the reception area with two possible entrances: either by appointment or for a walk-in to request information or make an appointment. A kiosk was installed at the reception area, allowing people to select the The reason for their visit is displayed on the screen. This system facilitates orientation and streamlines the care process.
The main benefit for beneficiaries is that the reception is now clearer and more objective. This generally reassures visitors during the wait, eliminating uncertainties related to the order of arrival.
For social workers, the computerized solution structures the reception process by making it objective: there are no longer any conflicts regarding the order of arrival. The next beneficiary is called using their number, so there is no doubt.
Furthermore, the person is automatically directed, thanks to the call screen, to one of the five booths where they will be received. This saves the social worker from having to get up to find the next person, which improves working comfort and the efficiency of the service.”
Benefits
For visitors:
- Clear and structured reception: no more stress related to the running order.
- Seamless direction: kiosk at reception and call on a clear screen.
For social workers:
- Fair reception: no more conflicts over who comes in.
- Automated call: time saving as staff no longer need to fetch the next visitor.
- Efficiency: social workers focus on service rather than waiting logistics.