Trusted by Central Government and Local Authorities

Council contact centres and customer service desks face increasing demand from citizens seeking support, advice, and updates. BookingLive’s Customer Service & Public Enquiries booking system helps councils reduce call volumes, manage footfall, and deliver seamless citizen experiences – whether online, by phone, or in person.

 

 

 

Transform How Citizens Access Council Services

From housing enquiries to licensing questions, citizens expect quick answers and convenient booking options. BookingLive enables residents to choose times that suit them, automatically routes enquiries to the right department, and provides staff with real-time visibility of upcoming appointments.

  • 24/7 online appointment scheduling and rescheduling
  • Queue and walk-in management with real-time updates
  • Integration with CRM and case-management systems (e.g., Salesforce, Granicus, Dynamics 365)
  • Automated confirmations, reminders, and follow-up messaging
  • Fully WCAG 2.1 AA compliant and mobile-friendly

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Purpose-Built for Council Customer Service Teams

Designed for the complex needs of local government, BookingLive helps councils centralise all public enquiries into one digital platform – improving response times and data accuracy across departments.

  • G-Cloud listed & ISO-certified for security and compliance
  • Role-based dashboards for customer service agents and managers
  • Multi-channel support for in-person, online, or phone bookings
  • Reporting and analytics for enquiry trends and resource planning
  • Scalable across contact centres, civic offices, and shared-service hubs

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How Councils Use BookingLive for Customer Service & Public Enquiries

General Enquiry Appointments

General Enquiry Appointments

Citizens book one-to-one sessions for council services, reducing call waiting and counter queues.

 

Contact Centre Call-Backs

Contact Centre Call-Backs

Automate scheduling of follow-up calls to reduce hold times and manage peak demand.

 

In-Person Counter Visits

In-Person Counter Visits

Manage civic-centre footfall safely with time-slot access and queue visibility.

 

Service-Specific Enquiries

Service-Specific Enquiries

Route bookings directly to housing, licensing, or benefits teams for faster resolution.

 

Document Drop-Off or ID Verification

Document Drop-Off or ID Verification

Allow residents to book secure time slots for in-person verification or submission.

 

Community or Outreach Events

Community or Outreach Events

Promote and manage booking for public information sessions or community drop-ins.

General Enquiry Appointments

General Enquiry Appointments

Citizens book one-to-one sessions for council services, reducing call waiting and counter queues.

 

Contact Centre Call-Backs

Contact Centre Call-Backs

Automate scheduling of follow-up calls to reduce hold times and manage peak demand.

 

In-Person Counter Visits

In-Person Counter Visits

Manage civic-centre footfall safely with time-slot access and queue visibility.

 

Service-Specific Enquiries

Service-Specific Enquiries

Route bookings directly to housing, licensing, or benefits teams for faster resolution.

 

Document Drop-Off or ID Verification

Document Drop-Off or ID Verification

Allow residents to book secure time slots for in-person verification or submission.

 

Community or Outreach Events

Community or Outreach Events

Promote and manage booking for public information sessions or community drop-ins.

Customer Service & Public Enquiries Appointment Booking Software

Booking Journey Calendar

Booking Journey Forms

Customer My Account

Admin System Calendar

Admin System Reports

Admin System Booking Record

What Customers Say

Strategic Projects Manager - Cambridgeshire County Council

"I was truly impressed with the level of support that we received from BookingLive. We were allocated our own Project Manager to support us through the initial implementation phase. He was always available and highly responsive, nothing was ever too much trouble and the few problems we did experience were quickly resolved. After the first month, we were directed towards BookingLive’s helpdesk to resolve issues and have continued to receive the same high level of support."

★★★★★

Commercial Manager - Stockton-on-Tees Council

"Excellent from start to finish. We selected BookingLive.com after reviewing the majority of the web UK based ticketing software providers. They stood out amongst the rest and were able to simply and easily configure their solution to the needs of our businesses AirTrail and GoClimb. They are professional, provide excellent service and I would definitely recommend them."

★★★★★

Systems Development & Business Support Officer - East Lothian Council

"We use the booking app for numerous activities and services within the local authority. This booking app has offered a service we previously have been unable to offer to our customers and we have taken a huge volume of online bookings and additional revenue."

★★★★★

Senior Instructor & Administrator - Wokingham Borough Council

"Since we adopted BookingLive in 2017 to replace our previous booking system we've been very satisfied. The software works very well and I have nothing but praise for the support team when speaking with them. The project was delivered on time and budget and has proven to be a cost saving exercise and a considerable saving on our previous booking fees. I'd thoroughly recommend using the scheduling software. It's the right price, the right product and is like Ronseal - it does exactly what it says on the tin."

★★★★★

Senior Operations - Hampshire County Council

"The majority of our bookings are now made by customers in the evening, something which wouldn't have been possible if we hadn't engaged with BookingLive and launched their scheduling software. We have now used the booking app for the activity centre and elsewhere in the Council for making appointment bookings such as green spaces and BBQ pitches."

★★★★★

Head of Central Government Sales - Insight

"The way all booking apps should be done. If you can think of a scheduling or resourcing process you have internally that is currently managed by a person using a spreadsheet or any other form of static record that needs to be manually update and therefore isn't a real-time appointment booking system you need to engage BookingLive to demonstrate the way booking apps should be done."

★★★★★

ICT Business Manager - Guildford Borough Council

"BookingLive have been great from the start - our appointment and scheduling system went live on time and worked immediately. The team have understood that some of our needs are slightly different to their other clients and have configured our booking system app accordingly"

★★★★★

Head of Product, Digital - Barnet Council

"We think it's a good system for a reasonable price. The support network is much more streamlined. We are interested in helping to push the booking app across the borough as we think other services here could really benefit from it."

★★★★★

Business Development Manager - Nottinghamshire County Council

"We're happy with the day-to-day functioning of BookingLive. Our website is great and stable, if there ever are any problems they get rectified quickly - communication has definitely improved. The booking app has loads of great features. As well as being extremely powerful I think the admin system looks good. Although this isn’t important in terms of how the system runs, it’s important to me to have a system which looks nice. It’s very user friendly.”

★★★★★

Digital Transformation Outcomes for
Charnwood Borough Council

The benefits of implementing our appointment scheduling software for managing bookings are vast. In a recent digital transformation report the BookingLive customer Charnwood Borough Council saw substantial benefits and cost savings for internal departments and the access to services for the local constituents they serve.

 

Improved Citizen Engagements

Charnwood Borough Council’s digital transformation report showed 85% of citizens were satisfied or very satisfied with the new BookingLive Solutions – no one was dissatisfied. 91% of those that answered were satisfied or very satisfied with the ease of booking. 88% rated the service good and above. Considering the needs of all citizens, the BookingLive solutions focus on accessibility is not an afterthought, but a core principle of our development process that is designed from ideation through to delivery.

Discover how to increase citizen engagement and save costs with online booking automation.

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Data Driven Growth

  • 93% of bookings were completed online
  • 68% drop in phone calls – freeing up admin time
  • 50% continued decrease in administrative tasks
  • 67% more Wild Card memberships sign-ups
  • 29 hours reduction in required resources from CC advisors
  • The robust database is updated in real-time
  • Large decrease in human-related errors and data errors

After Charnwood Borough Council adopted our software solution, they saw amazing results. For example, one customer booked 28 different activities with the council in one transaction. This transaction took 30 minutes and was made out of standard office hours. This order would have previously taken one officer the majority of the day and several contacts with the customer. We continue to help local authorities and governments achieve success.

 

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BookingLive scheduling and booking system

Complex Systems - Elegantly Secure & Simple

BookingLive helps local authorities and central government to build large, complex solutions that fit within their internal processes. BookingLive’s software boasts a comprehensive range of capabilities without being complicated. It’s simple user experience puts the customer first and provides a streamlined digital experience. With robust data security policies, we hold accreditation by ISO 27001 – the international standard for information security, PCI compliance and Cyber essentials plus.

Our booking app also has an open API framework. This allows organisations to integrate with existing calendars, POS systems, payment gateways, CRMS and more. This provides the consolidation of data and a holistic view of your citizens and users.

 

Approved Government Suppliers

Our team of experts at BookingLive are thrilled to supply central and local government with our booking services. Our scheduling systems have been approved by multiple government frameworks.

G-Cloud Approved

Our comprehensive software solutions and services have been approved by the government through the G-Cloud 10 framework. From this, public sector organisations can purchase our software solutions with both ease and confidence. Our amazing team of experts have over 10 years of experience to deliver secure systems. BookingLive’s work has accelerated the efficiency of operations within government and local authorities.

 

digital outcomes and specialist BookingLive Supplier

Digital Outcomes & Specialists Approved

The Digital Outcomes and Specialist framework (DOS) RM1043 have approved BookingLive’s comprehensive services. Alongside other frameworks in the Digital Marketplace such as G-Cloud, the DOS is at a high level in due diligence and prior vetting of suppliers. The DOS framework allows digital teams such as us at BookingLive to deliver advanced online booking and reservation systems.

 

microsoft-preferred-supplier-booking-system

Microsoft Approved

We are part of the Microsoft Preferred Supplier framework. To achieve this recognition, we met the highest modernised standards with a focus on business goals, expanded visibility and the agility to adapt in order to stay relevant as business needs change.

 

G-Cloud Approved

Our comprehensive software solutions and services have been approved by the government through the G-Cloud 10 framework. From this, public sector organisations can purchase our software solutions with both ease and confidence. Our amazing team of experts have over 10 years of experience to deliver secure systems. BookingLive’s work has accelerated the efficiency of operations within government and local authorities.

 

digital outcomes and specialist BookingLive Supplier

Digital Outcomes & Specialists Approved

The Digital Outcomes and Specialist framework (DOS) RM1043 have approved BookingLive’s comprehensive services. Alongside other frameworks in the Digital Marketplace such as G-Cloud, the DOS is at a high level in due diligence and prior vetting of suppliers. The DOS framework allows digital teams such as us at BookingLive to deliver advanced online booking and reservation systems.

 

microsoft-preferred-supplier-booking-system

Microsoft Approved

We are part of the Microsoft Preferred Supplier framework. To achieve this recognition, we met the highest modernised standards with a focus on business goals, expanded visibility and the agility to adapt in order to stay relevant as business needs change.

 

Compliance & Accreditations

 

 

 

pci-dss-booking-system
ISO9001-2015-booking-system
iso_27001_02-booking-system
Cyber_Essentials_PLUS-booking-system
microsoft-preferred-supplier-booking-system

Local Government Client Case Studies

Wokingham Borough Council | Case Study

Buckinghamshire Local Authority | Case Study

Other Local Government Appointment Scheduling Software Solutions

Government Recycling & Waste Centre Booking System

Government Courses & Classes Booking System

Government Leisure Booking System

Government Appointment Booking System

How we do it

Step 1 - Scope & Discovery

First of all, we will hold discovery workshops. In this exercise, your key stakeholders will review your business needs and requirements with our enterprise success manager and senior analyst. After this discussion, we will provide you with a Statement of Works including wireframes and technical specifications. To move forward to the next stage, both parties must agree on the deliverables to ensure that your software solution is a success.

Step 2 - Project Delivery

Next, our success manager will use the project plan and Statement of Works to set up your unique booking app and import any customer and booking data if applicable. Our experts will carry out complete user acceptance testing and deliver specific training to your team; we will show you around the booking software at your own pace and are on hand to help with any queries.

Step 3 - Testing & Assurance

During the third stage, we run multiple tests to make sure that everything is running smoothly. This includes manual User Acceptance Testing against the Statement of Works and any custom development. Numerous automated and functional testing is also carried out across the booking platform. All key stakeholders will be welcomed to complete a quality assurance review in order to achieve go live sign off.

Step 4 - Go Live

And then we’re ready to go live! Once you are comfortable with using the software, our tests are complete and you have received booking app documentation, your success manager will start the countdown for the site to go live. This smooth four step process allows you to rapidly return to business as usual. Following go live, our team is still there to support you so we may perform quality assurance reviews and IT audits in the future.

Contact Our Sales Team Today

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