Overcrowded Waiting Areas
Citizens sometimes queue for over an hour – outside, in any weather, without information about their waiting time.
For citizen offices, town halls & public authorities
Digital Queue for Public Authorities
The call-up system for citizen offices: citizens take a ticket number on their smartphone via QR code or are entered at the counter. Call-ups appear on the monitor in the waiting area – no ticket printer, no IT project.
Well-Known Challenges in Citizen Services
Queues, dissatisfaction and inefficiency – every day.
Low Public Trust
Long waiting times and lack of transparency lead to frustration and negative feedback in press and social media.
Inefficient Processes
Staff coordinate queues manually – time that could be spent on actual case processing.
How the call-up system works in a citizen office
SmartWaiting is software by HareemIT that citizen offices and other public authorities use to manage walk-in visitors with ticket numbers. Citizens take the number on their smartphone or are entered at the counter; call-ups appear on the monitor in the waiting area.
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Take a ticket number
A poster with a QR code hangs at the entrance. Citizens scan it and join the queue without an app or account; anyone without a smartphone is entered at the counter.
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Wait where you like
The smartphone shows how many people are ahead. Citizens can stay in the waiting area or step out briefly instead of standing in the corridor.
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Call-up at counter and monitor
The clerk calls the next number and selects the counter. The monitor shows number and counter, never a name; several waiting areas can be combined on one screen.
Live in 3 Steps
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Create Account
Free for 14 days – no IT department needed. The form takes a few minutes; activation follows within one to two working days.
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Create Waiting Rooms
Create a waiting room for each counter or department and start it.
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Print QR Codes
Place QR code at the entrance, open TV display link on monitor – done.
How SmartWaiting Modernises Your Citizen Services
Easy to set up, instantly usable – no IT project needed.
Digital Registration
Scan QR code or open link – citizens are in the queue in seconds, without app or registration.
The current state
Citizens see how many people are still ahead of them – the page refreshes itself every twenty seconds. In the meantime they can run errands.
TV Display Board
Calls appear automatically on a monitor in the waiting area – transparent for everyone without individual conversations.
Multiple Counters
Manage multiple counters or departments as separate waiting rooms – each with its own QR code.
Prioritisation
Give people with special needs priority when entering them at the counter, or call them directly – no explanation in the waiting area.
Calling without names
The screen shows only the number — no citizen's name on the screen and none in the room.
Frequently Asked Questions About Digital Queues for Public Authorities
Can citizens also book an appointment online?
Yes, in the Full and Enterprise plans. Citizens book on their own booking page; with an email address they receive a confirmation. On arrival your team enters them with one click, and they get an appointment number (T1, T2 …) with priority over walk-ins. Walk-in visitors still take a ticket number.
Do citizens need a smartphone or internet access?
For digital registration, yes. Alternatively, your staff can register citizens manually – the system supports both approaches.
Can I manage multiple departments or counters?
Yes. Up to 3 waiting rooms with SmartWaiting Full, up to 10 with Enterprise – each with its own QR code and queue. Within a waiting room you set up the counters people are called to.
Is SmartWaiting GDPR compliant?
Data is processed on servers in Germany. We store the ticket number, an optional name and – only for the optional WhatsApp call-up – a phone number; entries are deleted after thirty days. The monitor shows only the number, never a name. You do not have to switch on the WhatsApp call-up via Meta.
How much does SmartWaiting cost for a public authority?
Free for 14 days. Then from €59.95/month (SmartWaiting Full, 3 waiting rooms) or €79.95/month (Enterprise, 10 waiting rooms) plus VAT, cancellable monthly – or cheaper with an annual licence. For larger organisations please contact us directly.
Can SmartWaiting be embedded in the town or municipality website?
The online appointment booking can: as an element or iFrame, from the addresses you approve in the back office. For the queue, a link to your waiting area's sign-in page is enough. There is no integration with specialist administrative software.
Modernise Your Citizen Services
Try free for 14 days – no credit card. Then cancel monthly – or take twelve months at the annual price and save two monthly fees.