Overview

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.

Challenge

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.

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

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

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%.

“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

QLess takes the hassle out of the DMV line. Their foolproof queue management software has helped to radically reduce wait times in one of the country’s largest DMV facilities. Facilities like the DMV can easily become bogged down with long wait times and dissatisfied clients due to the versatile services they provide. This is why they opted to implement QLess as a tech solution to overcrowding, long lines, and other DMV challenges.

QLess’s simple interface makes it easy to integrate into the workforce. Their largest draw is the analytics feature. This enables the DMV to see data on walkaways and other client behavior. Analytics like this help with restructuring the service process in a way that leaves clients satisfied. Streamlining DMV line service is efficient and easy with QLess. The software can manage the vast influx of appointments scheduled despite challenges and a vast pool of daily clientele.

QLess isn’t just a management software, it’s a one-stop-shop for improving efficiency. Since the DMV has implemented this cutting edge technology, they’ve seen a vast reduction in client complaints. Analytics is key in streamlining and transforming an inefficient process. With QLess, the DMV has instant access to analytics based on client behavior. The data reports allow for improved strategies for engagement and communication with clientele.

Using the QLess management software at the DMV line leads to a decrease in walkaways and an increase in client satisfaction. Mobile check-in is fast and simple for users. It helps the clients to waste less time and the DMV facility to improve productivity and reputation. The biggest DMV challenge is the wait time. When a client has to wait several hours for service, they are more likely to negatively rate the reputation of the DMV. QLess’ virtual queue allows clients to skip the long wait times and still get the service they need.

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