Solutions · public administration
Digital citizen services that work. With Smart NexCX.
Smart NexCX is the customer journey management platform for citizen services: online appointment booking around the clock, visitor management on site, reporting and AI-supported communication through Smart Connect AI. Public authorities and administrations bring every step of a visit together in one system — from the booking made at home to the analysis at the end of the month.
Where things stand
What is citizen service up against today?
Three developments meet at the same time in public administration: citizens expect service beyond opening hours; staff numbers are falling while case numbers are not; and the German Online Access Act requires digital procedures with a demonstrable result. Appointment management is not a side issue here — it is the point at which utilisation becomes plannable.
Waiting times in the public area
Without managed arrivals, mornings peak and afternoons run empty. Anyone waiting without knowing how much longer it will be experiences the same wait as considerably longer.
Staff who are needed elsewhere
Booking appointments and answering questions by phone takes working time that case handling needs. Every process that runs without a member of staff takes load off the counter.
Digitalisation has to be evidenced
Procurement in public administration has to be justified in a way that can be followed. That includes verifiable figures on usage, on utilisation and on the accessibility of the procedures in use.
The platform
What does Smart NexCX do for a public authority?
Smart NexCX covers the complete course of a visit in one platform: the booking beforehand, the management on site and the analysis afterwards. There are no modules to license separately — every standard function of the appointment and call-up system is part of the platform and can be switched on at any time.
Beforehand · online
The appointment is made at home
Visitors choose their concern, see the free slots and book bindingly — on the website, in the chat or by phone.
- Online appointment booking around the clock
- Booking in the chat, in natural language
- AI phone assistant that books during the call
- Reminder and note on the documents to bring
On site · at the office
The visit runs in order
On site, Smart NexCX takes over the check-in, the order of service and the call-up to the right desk.
- Self-service terminal for check-in and walk-ins
- Live ticket with waiting time and position on the visitor’s phone
- Call-up screens and call-up desks
- Reception and call centre looking at the same calendar
Afterwards · analysis
The day becomes figures
Every process is documented. That is what staff planning and the record of results are built on.
- Dashboard with a real-time view of utilisation and waiting time
- Reporting and business intelligence per site and tenant
- Automated reports with a recommended action
- Central administration and rights management
Functions
Which functions does Smart NexCX include?
The functions of Smart NexCX are grouped by the three roles that meet in citizen service: visitors, staff at the counter and the people steering the organisation. All of them work on the same data — an appointment booked online is the same process at the terminal, on the call-up screen and in the reporting.
For citizens
The channels a visit begins through.
- Online appointment booking — bookable around the clock, without a call and without opening hours
- Self-service terminals — check-in with an appointment, or a choice of concern without one
- Live ticket — joining the queue by phone, with waiting time and position
- Mobile info — status and call-up on the visitor’s own device
For staff
The workplaces in public-facing operations.
- Reception — check-in, assignment and information at the front desk
- Call centre — booking and information by phone, on the same data
- Call-up desk — calling forward, handling and documenting at the advice desk
- Resource coupling — rooms, devices and qualifications tied to the appointment, no double booking
- Outlook synchronisation — two-way: appointments in your own calendar, absences block the booking
For management
The view of utilisation and results.
- Dashboard and operations — a real-time view of visitors being served and of waiting time
- Reporting — figures for efficiency, usage and capacity planning
- Business intelligence — analysis across sites, tenants and periods
- Administration — opening hours, services and rights maintained centrally
Appointment logic
How does Smart NexCX make sure an appointment can really take place?
Two functions of Smart NexCX decide whether a booked appointment holds in daily operation: tying the required resources to the type of appointment, and two-way synchronisation with the staff calendar. Both are part of the platform and available without an add-on module.
Resource coupling
A type of appointment is only offered for booking when every resource it needs is free at the same time: staff with the right qualification, the room and the device. Double bookings no longer occur.
- Staff qualification tied to the service
- Rooms and devices as resources of their own, with their own availability
- Appointment types with special needs, such as a wedding or advice with an interpreter
- If a resource drops out, the slot disappears from the offer
Two-way Outlook synchronisation
The sync runs both ways: appointments from Smart NexCX appear in the staff Outlook calendar, and meetings or absences from Outlook block the booking in return. Staff still keep only one calendar.
- Booked citizen appointments land in the personal calendar automatically
- Leave, training and meetings block the times concerned
- Changes take effect in both systems, with no duplicate upkeep
- Supports Microsoft 365 and Google Workspace
Who it is for
Which authorities and institutions is Smart NexCX suited to?
Smart NexCX is the customer journey management platform for cities and municipalities, districts, jobcentres, immigration offices, vehicle registration offices and universities. It steers booking, visitor flows and citizen communication wherever heavy public traffic meets limited resources.
Cities and municipalities
Citizen offices, registration offices and registry offices struggle with full waiting areas, no-shows and staff shortages.
Smart NexCX offers online booking around the clock, call-up and visitor management on site and utilisation reporting — multi-tenant for every office of a city. Reference: the state capital Hannover.
Districts and district administrations
Many departments — youth welfare, social services, driving licences — sit at scattered sites, each with its own appointment logic.
Smart NexCX brings every site and department together in one platform: central administration and cross-site analysis with business intelligence.
Jobcentres and employment agencies
High case numbers, mandatory appointments and many follow-ups: every gap in the schedule costs advisory capacity.
Automated booking and reminders reduce the no-show rate. Chat-based booking through Smart Connect AI closes a booking in about 30 seconds.
Immigration offices
Backlogs of months, a multilingual public and heavy pressure from statutory deadlines shape daily operation.
Multilingual online booking and the AI phone assistant Smart Connect AI Voice make appointments available around the clock and in the visitor’s language; on site, queue management keeps the order fair.
Vehicle registration and driving licence offices
Peak times with long queues, many short standard transactions and a mix of dealer and private customers come together here.
Appointment types per transaction, self-service terminals and the live ticket for joining the queue by phone flatten the peaks and separate customer groups cleanly. Reference: North Wilmington License Plate Agency, North Carolina.
Universities and student services
Enrolment, the examination office and student finance advice create peaks tied to the semester.
Smart NexCX scales booking for peak phases, offers self-service on campus and reporting for staff planning per semester cycle.
Social services, tax offices, municipal utilities, chambers and other institutions with public traffic rely on Smart NexCX too.
Request a demo for your administrationTrust
Which requirements of public administration does Smart NexCX meet?
Smart NexCX is built for the conditions of public administration: accessibility to BITV 2.0 and WCAG 2.1 AA, data processing under the GDPR, ISO 27001 certified processes, operation in the cloud with hosting in Germany or on-premises in your own data centre. Multi-tenancy and multilingualism are part of the platform, not extra options.
Accessibility
BITV 2.0 · WCAG 2.1 AA
Contrast, keyboard operation, visible focus states and text alternatives in every citizen-facing interface.
Data protection
GDPR · ISO 27001
Certified processes, delivery over a CDN, availability strengthened in line with Article 32 GDPR.
Operation
Cloud in Germany or on-premises
The administration decides where it runs. Data sovereignty stays in your own hands.
Organisation
Multi-tenant
Departments, branch offices and affiliated houses managed separately, analysed together.
Languages
Multilingual, up to unlimited
Citizen interfaces and AI dialogue in several languages, depending on the package chosen.
Interfaces
REST · GraphQL · MCP
An open API, webhook routing for events and a way to connect your own AI assistants.
References
Which administrations work with Smart CJM?
With Smart CJM, the state capital Hannover connects online booking with digital building navigation in its service centre. The Austrian public employment service runs the solution in 70 offices, IKK classic in around 160 service centres, and the municipality of Oegstgeest in the Netherlands in its citizen office. Results from more than 200 sites are available in total.
Frequently asked
Questions from administration and procurement
Is Smart NexCX accessible?
Yes. The citizen-facing interfaces of Smart NexCX are designed to BITV 2.0 and WCAG 2.1 AA: sufficient contrast, full keyboard operation, visible focus states and text alternatives for every control. Figures and labels are real text in the document, not graphics.
Can citizens book appointments through AI or a chatbot?
Yes. Through Smart Connect AI, visitors book their appointment straight on the authority’s website, in dialogue and in natural language. A booking takes about 30 seconds; no form is needed.
Does booking by phone work with AI as well?
Yes. Smart Connect AI Voice answers calls around the clock, holds the conversation in several languages and books the appointment directly in the system. The call ends with a binding confirmation.
Does the solution run on-premises?
Yes. Smart NexCX runs in the cloud with hosting in Germany, or on-premises in the administration’s own data centre. The choice of operating model is the organisation’s.
Can appointments be synchronised with Outlook?
Yes, both ways. Appointments from Smart NexCX appear in the staff Outlook calendar, and absences or meetings entered there block the booking in return. The synchronisation runs through Microsoft 365 and Google Workspace.
Can Smart NexCX tie rooms and devices to an appointment?
Yes. With resource coupling, an appointment is only offered when staff, room, device and the required qualification are available at the same time. For appointment types with special needs — a wedding at the registry office, an advice room with an interpreter — that prevents double bookings.
How is personal data processed?
Under the GDPR. Smart CJM is ISO 27001 certified, the SaaS instances are hosted in Germany and delivered over a CDN. You connect the AI model yourself: through the OpenAI-compatible interface any provider is possible, including European-hosted services or a model of your own.
Is Smart NexCX suitable for small municipalities?
Yes. Smart NexCX scales from a single citizen office to administration-wide use across every department and site. It runs in the cloud with hosting in Germany or on-premises in your own data centre.
Can jobcentres allocate appointments automatically?
Yes. Smart NexCX allocates appointments automatically, sends reminders and additionally takes bookings through the chatbot and the AI phone assistant of Smart Connect AI. That reduces the no-show rate and takes load off booking by phone.
Does the software support multilingual booking?
Yes. Online booking and the AI phone assistant Smart Connect AI Voice hold the dialogue in several languages. How many are available depends on the package chosen; in the Professional package it is unlimited.
How long does the introduction take?
That depends on the scope. Because every standard function is part of the package, there is no licence negotiation per module; a rollout usually begins with one site and is then extended to further sites and tenants. The state capital Hannover is an example of a step-by-step expansion.
Details of the solution — as of August 2026