CASE STUDY
QLess Transforms State DMV by Cutting Queues and Reducing Wait Time for Citizens
QLess solution allows citizens to enter a virtual line to complete DMV business quickly and efficiently.
OVERVIEW
QLess helped one of the largest Department of Motor Vehicles in the country to significantly reduce wait times, improve citizen satisfaction, and increase overall efficiency and economy of its operations while also boosting staff productivity and morale.
Instead of queuing up in endless lines, citizens join a virtual line via mobile device, the DMV website, or at an on-site kiosk and then are notified by text when it’s their turn.
KEY POINTS
- A busy DMV was struggling to manage their queues and motivate staff members
- Citizens were unhappy with the amount of time they spent waiting for their turn
- QLess allowed citizens to join virtual queues and wait elsewhere, dramatically improving citizen satisfaction and retention.
- Staff is now able to focus on helping more citizens and study important queueing trends, leading to much higher productivity.
BUSINESS CHALLENGE
Long lines and lengthy waits at the DMV frustrate everyone – from the citizens applying for and renewing licenses and vehicle registrations, to the government employees attempting to operate an efficient and economical operation.
“With QLess, our citizens enter the queue remotely through mobile or web check-in and they only come into the DMV when it's their turn. This has revolutionized how our citizens view their driver license experience.”
—Deputy Assistant Director
Long lines intensify citizen irritation levels as they wait to complete DMV business, while government staff spends too much time managing traffic and dealing with complaints about the long wait times. The DMV needed a technology solution that would cut wait times and allow citizens and employees to complete transactions quickly.
SOLUTION
With the QLess solution, citizens can reserve their place in a virtual line via mobile device, the DMV website, or at an on-site kiosks when they first arrive at the DMV. As their turn approaches, citizens receive real-time text updates with their estimated wait time and can text to request more time if they’re running late or reschedule if they need to come back later.
DMV officials can communicate with citizens through text messages, voice calls, and on the monitors on location with updates, and the solution even allows the DMV to alternate between voice and text messages, ensuring that they capture their citizens’ attention and respond 15% faster than they would through a single medium.
The QLess solution provides in-depth analytics of customer behavior and service metrics on no-shows, walk-aways, service duration and customer profiles, allowing the DMV to fine-tune its operations for even better performance.
RESULTS
Since implementing the QLess solution and significantly reducing wait times, the DMV has doubled citizen satisfaction. Additionally, with citizens experiencing the noticeable difference it takes to complete their DMV business, there has also been a massive boost in staff productivity and morale.
Insightful analytics provided by QLess allows the DMV to make adjustments to its operations for even greater efficiency. By enhancing the overall economy of the DMV’s operations, the number of citizens served increased by 50%, while the number of no-shows decreased by 35%.