ISO 9001 · ISO/IEC 27001 · ENS MEDIUM category · CVE Numbering Authority

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Appointment booking and queue management software

Enjoy your time. Don't waste time queuing.

Organise your organisation's public services, in person, by phone and online, from a single platform: appointment booking via web, phone and messaging, waiting-room queues, self-service kiosks, call displays and video service. Software and kiosks developed by our own team.

Request a demo How it works
CIGES self-service kiosk with touchscreen and ticket printer

What is CIGES? What it is for

An appointment booking and queue management system that optimises in-person services at public bodies, improving efficiency and resource management, with nationwide coverage.

CIGES covers the entire service cycle: from the moment citizens book an appointment or take a ticket until they are served, rate the service and your organisation analyses the statistics. It spreads the workload better across desks and offices and gives you data to size the service.

  • Appointment booking and waiting-room queues in the same tool
  • Configuration of offices, services, opening hours, public holidays and desks
  • Interface in Spanish, Catalan, Valencian, Galician, Basque, German and French
Smiling woman being served at a public service office

What is our Goal?

To improve operational efficiency, reduce waiting times and increase user satisfaction.

What are its Benefits?

  • Shorter waiting times.
  • More efficient resource management.
  • More organised and safer service.
  • Accessible from anywhere, at any time.

How does it work? In just three steps

A quick, simple way to give out appointments safely and in an orderly fashion, without anyone wasting time.

  1. Hand using a mobile phone to book an appointment

    Book your appointment

    Online, via WhatsApp, Telegram, the mobile app, by phone or in person.

  2. Mobile phone showing an appointment's QR code

    Receive your confirmation

    You receive confirmation of your appointment with a QR code to validate it on arrival.

  3. Hand pressing «Validate QR» on the touchscreen of a CIGES kiosk

    Validate your appointment at the kiosk

    Come to the office, validate your appointment at the kiosk and wait for the display to call your number, in an orderly and safe way.

Book through the channel each citizen prefers

All channels share the same calendar: an appointment booked by phone takes the same slot as one booked online, and citizens receive the confirmation and reminder through the channel of their choice.

  • Citizen website

    Book, check and cancel appointments from any browser.

  • Android and iOS app

    Appointments from your phone, reminders and a QR code for validation.

  • On-site kiosk

    Walk-in ticket or appointment on the spot, with a printed ticket.

  • Phone (IVR)

    Automated switchboard with synthesised voice prompts.

  • WhatsApp and Telegram

    Messaging bots to book and manage appointments.

  • SMS and email

    Confirmations, reminders and cancellation notices.

  • Service desk

    Staff can also book appointments from their panel.

  • Video service

    Remote service by video call and chat.

Features of the queue management software

  • Appointment booking

    Calendars by office and service, time slots, waiting lists, required documents, citizen validation, reminders and cancellation.

  • Real-time tickets and queues

    Ticket issuing, desk assignment, calling, referral between services and live queue status, to reduce waiting times.

  • QR validation

    Citizens validate their appointment with the QR code on arrival and the system knows they are already in the waiting room.

  • Service desk

    Employee panel to call, serve and close tickets and appointments, record follow-up actions and print proof of attendance.

  • Control panel

    Configuration of offices, services, opening hours, kiosks and displays from an intuitive web application.

  • Statistics and reports

    Dashboards, comparisons, scheduled PDF reports by email and export to Excel and CSV.

  • Satisfaction surveys

    Post-service surveys and analysis of the results by office and service.

  • Case tracking

    Assignment and tracking of each citizen's cases among the employees involved.

  • Tailored installation

    Each of the 14 modules is activated according to what you contract, with the interface in seven languages.

CIGES self-service kiosk with touchscreen, ticket dispenser and reader

Our kiosks Custom-built hardware

We develop the CIGES hardware ourselves, just like the software, optimising cost and performance so that everything fits together without adapters.

  • Large touchscreenEasy to use, with clear display of content.
  • Accessible heightCompliant with accessibility regulations.
  • Recessed slotTo validate the ticket and avoid unwanted glare.
  • High-quality printerIssues tickets simply and efficiently, with templates per device and status monitoring.
  • Smart card readerIn addition to reading the appointment's QR code.
  • Robust, elegant designIn kiosk mode: users cannot leave the application and the kiosk connects only over HTTPS, without opening any ports on your network.

How we design our custom hardware

Waiting-room displays Real-time ticket calling

  • On-screen ticket calling with an audible alert, in real time
  • Multimedia playlists and messages for the waiting room
  • They work with any screen or player with a web browser
ATISoluciones technician in front of a wall-mounted CIGES queue display

Web application Intuitive control panel

CIGES has its own web application to manage the system simply and efficiently. From the control panel you configure the walk-in appointment kiosks and how each service works.

  • Multiple offices in the same instance, with permissions by office and by role
  • Roles: front-desk staff, service manager and administrator
  • Statistics by office and comparisons between offices
  • Service incident manager and audit of actions
CIGES panel on a desktop, laptop, tablet and mobile next to an appointment kiosk

Our own native app Manage your appointments from your phone

Appointment booking app for Android and iOS smartphones and tablets, so that citizens can manage their appointments without having to travel.

  • Book appointmentsFrom your own phone, at any time.
  • RemindersNotifications before each appointment.
  • Validation QR codeIn the app itself, to show at the kiosk.
Smiling woman checking her appointment on her mobile phone

Video service and chat

Remote appointments by video call, using WebRTC or Zoom, with a virtual waiting room and chat with the employee.

Automated switchboard (IVR)

Citizens book or cancel their appointment by phone. Voice prompts are generated by speech synthesis and the system connects to your switchboard via a SIP trunk.

Benefits For users

  • Peace of mind knowing when they will be served.
  • Organised, fair service.
  • Appointment booking online, via the mobile app or in person.
  • Appointment booking via WhatsApp and Telegram.
  • Appointment booking by phone (IVR).
  • A more convenient and predictable experience when managing their time.

Benefits For the organisation

  • Efficient management of human and material resources.
  • Statistical data for accurate service planning.
  • Better quality of service.
  • Adaptable to different services and administrative units.

Enjoy your time Don't waste time queuing

  • 31public bodies manage their services with CIGES
  • 82self-service kiosks installed
  • 90TV screens installed
  • 166displays installed

Ideal for Organisations with public-facing services

  • City councils

    Citizen service offices, registry and municipal services, at one or several locations.

  • Provincial councils and public bodies

    Offices spread across the province with shared calendars and statistics.

  • Universities

    Registrar's offices and student services on different campuses.

  • Other organisations

    Public companies, medical practices and any office that needs to organise its waiting times.

Available integrations

All optional and always through encrypted interfaces.

  • LDAP / Active Directory
  • SSO SAML 2.0
  • REST API
  • Google Calendar
  • Nextcloud
  • SMS providers
  • WhatsApp Cloud API
  • Telegram
  • Zoom
  • Amazon Polly
  • reCAPTCHA

They trust CIGES Universities, city councils and public bodies

  • University of Granada
  • University of Cadiz
  • Pablo de Olavide University
  • Granada City Council
  • Seville City Council
  • Huelva City Council
  • Córdoba City Council
  • Zaragoza City Council
  • Marbella City Council
  • Estepona City Council
  • Pozuelo de Alarcón City Council
  • La Cistérniga Town Council
  • Seville Provincial Council
  • Regional Government of Castile and León
  • Government of the Principality of Asturias
  • Palma de Mallorca Municipal Transport Company (EMT)
  • Diagnostic centre

How we implement CIGES In your organisation

Seven stages, and none is closed without a deliverable approved by your organisation. Decisions affecting the network, identity or security are first validated with your IT department.

  1. Kick-off and analysis

    We agree with you on the offices, services, channels and integrations.

  2. Design

    Architecture, risk analysis, ENS categorisation and Statement of Applicability.

  3. Build

    We set up your pre-production instance and the agreed adaptations.

  4. Testing

    Functionality, performance, security and integration from your network.

  5. Deployment

    Go-live with a rollback plan and installation of kiosks and displays.

  6. Training

    Manuals and sessions for administrators and front-desk staff.

  7. Operation

    Maintenance, backups, monitoring and regular service reports.

Ready for public tender specifications

We have a CIGES technical proposal that responds, section by section, to what public sector tender specifications usually require, and we adapt it to each tender.

  • Work stages, functional scope and modules included
  • Logical and physical diagrams of the solution
  • Technology, integration and security requirements
  • Proposed security categorisation under the ENS
  • Licences required and their cost, if any
  • Coordination with your network and systems department

Made by ATISoluciones

Innovation that streamlines service

CIGES was born in our R&D&I Division to manage waiting queues more efficiently. The web platform, the kiosk software and the kiosk itself are designed in Granada, and support is provided by the same team that developed it.

Security and compliance

Designed for the ENS MEDIUM category

CIGES processes citizens' identification and contact data, so it is delivered configured in its most secure mode: only the contracted modules active, no generic accounts or default passwords, and audit logs running from installation.

ATISoluciones is certified under the Spanish National Security Framework (ENS), MEDIUM category, for the systems supporting the development and maintenance of software applications, and to ISO/IEC 27001: the product is designed, coded and maintained within an audited management system.

  • ENS MEDIUM category
  • ISO/IEC 27001
  • ISO 9001
View our certifications ENS compliance for your organisation

ENS measures (Royal Decree 311/2022)

  • op.accNamed accounts, roles and permissions by office, two-factor authentication, LDAP or SAML 2.0 SSO and lockout after failed attempts.
  • op.exp.8Logging of successful and failed logins, logouts and actions on data.
  • op.nub.1Hosted on AWS, certified under the ENS at HIGH category, in a European Union region.
  • mp.comMandatory HTTPS with TLS 1.2 or higher and HSTS; VPN only if your internal network is integrated.
  • mp.s.2Security headers, rate limiting, CAPTCHA and CSRF protection.
  • mp.info.6Daily encrypted off-server backup of the database and files, within the EU.
  • mp.sw.1Secure development life cycle, static code analysis and separate environments.

Frequently asked questions Common questions about appointment booking with CIGES

What is an appointment booking and queue management system?

It is the platform that organises public-facing services: citizens book an appointment or take a ticket through the channel they prefer, staff call them from their desk, the waiting-room displays announce each ticket and the organisation gets statistics on waiting times and services provided. CIGES brings together appointment booking, waiting-room queues, kiosks, displays, video service and phone service in a single application.

Does CIGES comply with the Spanish National Security Framework (ENS)?

CIGES is designed for the ENS MEDIUM category and is developed and maintained within our management system certified to ENS MEDIUM category and ISO/IEC 27001. At the design stage we give you a proposed categorisation of the system and the Statement of Applicability, which your Security Officer then approves.

Where is citizens' data hosted?

On Amazon Web Services, in a European Union region (preferably Spain), with a separate instance and isolated data for each client. Backups are encrypted and also stored in the EU. When the contract ends, we give you a full export of your data in an open format.

Are there any additional licence fees?

Not for basic operation: the core components are open-source software and the right to use CIGES is included in the service fee. Only the third-party services you activate, such as SMS sending, WhatsApp Business or IVR speech synthesis, are charged on a usage basis.

Does it integrate with our directory and systems?

Yes. Staff can log in with their corporate username via LDAP or Active Directory, or with SAML 2.0 single sign-on. CIGES also offers a REST API to connect with case management systems or other applications, and integrates with email, the telephone switchboard and messaging services.

Can we use our own screens and equipment?

The waiting-room displays work with any screen or player with a web browser, and staff only need an up-to-date browser. For self-service you can use our own-design kiosks or a touchscreen PC on which we install the kiosk software in kiosk mode, with a ticket printer and QR reader.

More solutions

Other ATISoluciones solutions

They all come from the same software and electronics development team, and they can be combined with each other or adapted to what your organisation needs.

Contact us To take your project to the next level

We'll show you CIGES in action and prepare a proposal for your organisation.

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