A city-wide appointment and queue orchestration platform for Melilla's public information offices that unifies booking, ticketing, and on-site flows. Citizens schedule appointments from the web or mobile app and receive confirmations and reminders; on arrival, bookings sync instantly with physical kiosks that print tickets and with large-format screens that display real-time queue status and counter calls. Staff get a dedicated console to manage calendars, call the next citizen, handle walk-ins, and reassign appointments between desks or offices without losing track of service order. All offices operate under a single coordination layer with shared service definitions, opening hours, and capacity rules. The system captures rich operational data—no-show rates, service times, bottlenecks by office and hour—so managers can adjust staffing and improve service levels. Performance was engineered from the ground up: native SQL queries, tuned indexes, carefully shaped payloads, and targeted caching deliver sub-second interactions even during peak footfall. The result is a consistent, transparent experience for citizens and a calmer, more predictable workflow for staff, with the resilience required for public-sector environments.
Synchronizing bookings, ticketing, screens, and staff consoles across multiple locations in real time is complex—especially when networks are variable and the human element (walk-ins, late arrivals, changing priorities) creates constant churn. We needed to prevent double bookings, keep queues fair, and make it trivial for staff to move citizens between services without breaking the flow. Accessibility standards had to be met across the citizen-facing apps, kiosks, and displays. A further challenge was meeting strict performance targets under sustained concurrency: more than 100 employees online simultaneously and upwards of 10,000 appointments each month. We leaned on native queries and deeper database profiling to extract predictable performance, and designed the UI so new staff could learn it quickly with minimal training.
The administration now runs a single, reliable system for appointments and queue management across all public information offices. Citizens enjoy shorter waits and clearer guidance—book at home, check in on arrival, see their progress on the screens—while staff coordinate seamlessly across desks and locations. Managers benefit from live capacity metrics and historical analytics to balance workloads and tune opening hours. Thanks to aggressive optimization, the platform comfortably supports 100+ concurrent staff users and more than 10k monthly appointments with consistent response times. Service quality has improved, operational stress has decreased, and the city has a scalable foundation for expanding digital public services.
