How Appointment Theft Is Disrupting Public Sector Appointment Scheduling

In today’s digital-first world, institutions must offer services that are fast, accessible, and secure. But an invisible threat is putting that trust—and those services—at risk: appointment theft.

From consulates and visa offices to city halls, bots are stealing appointment slots intended for the public and reselling them in underground markets. The U.S. Department of State had to even shut down its online passport appointment system after scammers used bots to hoard slots and sell them for hundreds of dollars. This is no longer an isolated issue—it's a growing trend that directly threatens public service delivery.

The consequences are serious: frustrated citizens, disrupted operations, and a gradual erosion of trust in public institutions.

The Rise of Appointment Scheduling Theft

Bots Got There First

The problem came to widespread attention when the Immigration Office in Germany reported alarming patterns:

• Automated bots were snatching up emergency appointments within seconds of their release, contributing to fraudulent activities.
• These appointments were then sold online, often through messaging apps like Telegram.
• Citizens in desperate need of services (such as visa renewals or residence permits) were either left empty-handed or forced to turn to unauthorised sellers.

Why Institutions Are Particularly Vulnerable

• High demand: Essential services create urgency, leading to fierce competition for slots.
• Limited capacity: Appointment slots are finite and often in short supply.
• Outdated systems: Many institutions still rely on legacy software not built to counter modern automated threats.

Legacy Systems, Modern Threats

Unlike private businesses that can adjust services dynamically, public sector institutions must balance accessibility, transparency, and fairness. That makes defending appointment systems even more difficult.

At the heart of the issue is a simple need: fair, secure, and predictable access to public services.

The Hidden Costs of Appointment Theft

• Operational disruption: Staff face no-shows, fraudulent bookings, and increased citizen complaints.
• Increased inequality: Vulnerable groups without technical skills or resources are hit hardest.
• Loss of credibility: Institutions may be perceived as "unfair" or "corruptible".
• Legal risks: In some jurisdictions, unauthorised appointment reselling could lead to regulatory action.

The good news? Institutions can take steps now to prevent these consequences.

Introducing the TIMIFY Secure Citizen Scheduling Flow

At TIMIFY, we understand that securing appointment systems is a complex challenge — especially when citizen access must remain simple and fair.

That’s why we’ve developed the TIMIFY Secure Citizen Scheduling Flow: a multi-layered approach tailored for the needs of public sector clients.

While each implementation is customised to the institution’s infrastructure, here are some of the core security layers we can provide:

• Real Telecom Phone Number Validation
• Booking Limits Per Citizen
• Two-Step Confirmation
• Security Follow-up Codes
• Proactive Bot Control and Shielding

Protecting Public Trust, One Appointment at a Time

Each interaction a citizen has with public services either builds or erodes trust. When appointment slots become commodities sold in back channels, it’s not just an IT issue—it’s a challenge to public confidence.

Fairness Is the Foundation

By investing in secure, citizen-first scheduling systems like TIMIFY institutions can:

• Maintain fairness and accessibility
• Protect operational integrity
• Reinforce a reputation for transparency and excellence

Appointment scheduling may seem like a small process—but to your citizens, it reflects the values of the entire institution.