ABVV Unemployment Brussels

The Challenge

The unemployment service of ABVV Brussels (FGTB Bruxelles) is the crucial link between members and the RVA (National Employment Office). They compile unemployment files, ensure the payment of benefits, and guide members through availability checks. With 9 offices spread across the entire Brussels Region - from Anderlecht to Schaerbeek, from Molenbeek to Etterbeek - they serve thousands of members who need support with their benefits.

Before the implementation of the appointment system, service delivery was largely based on walk-in visitors. This led to long waiting times, unpredictable busy periods, and stress for both members and staff. Each office serves specific municipalities, but there was no efficient way for members to reserve a time slot in advance.

Core Problems:

• No central overview of availability across all 9 offices
• Long waiting times for members who came without an appointment
• Unpredictable busy periods made staff planning difficult
• Members often didn’t know which office to visit for their municipality
• Staff couldn’t prepare for specific cases
• Bilingual service (NL/FR) required throughout Brussels

Our Approach

We developed a central appointment system that connects all offices and easily guides members to the right location.

Phase 1: Office Structure & Routing

The system was built around the 9 offices, each with their specific municipalities. Members first select their municipality and are automatically directed to the correct office. The specific artist service, for members with artist status, was also integrated into the system.

Phase 2: Booking System & Capacity Management

For each office, an appointment system was set up with configurable time slots, capacity limits per time block, and automatic confirmations. The system takes into account opening hours per office and prevents overbooking. Administrators can easily adjust availability in case of illness, leave, or exceptional circumstances.

Phase 3: Bilingual Implementation

Given the Brussels context, the complete system was rolled out bilingually (Dutch/French). Members can navigate in their own language and receive confirmations in the chosen language.

The Result

The appointment system has grown into an essential part of the daily operations of ABVV Unemployment Brussels.

• 135 appointments per day - On average, 135 appointments are scheduled daily through the online system
• Shorter waiting times - Members with appointments are helped immediately without long queues
• Better preparation - Staff know in advance which members are coming and can prepare cases
• Correct routing - Members automatically end up at the right office for their municipality
• Efficient staff planning - Predictable busy periods enable better staffing
• 24/7 accessible - Members schedule appointments when it suits them, even outside office hours

Technologies Used

• WordPress with bilingual support (NL/FR)
• Online booking system with multi-location support
• Automatic email confirmations and reminders
• Admin interface for capacity planning
• Responsive design for mobile and desktop