Case Study: Reducing Wait Times with LobbyCentral in California
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Background
A bustling coastal city in California, was facing challenges in managing citizen services. With a growing population and a wide range of services, the city was struggling with long wait times and a lack of priority assistance for transferring citizens from department to department.
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Problem
The city’s traditional sign-in sheets and take-a-number systems were leading to long wait times and a lack of prioritization for citizens who were transferred from one department to another. This led to frustration among citizens who had to wait for extended periods, especially those who were transferred between departments.
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Solution
The city decided to implement LobbyCentral, a visitor sign-in software that simplifies and enhances the customer check-in experience. LobbyCentral provided a centralized platform to engage with citizens through three channels: Scheduling, Check-In, and Communication. It also offered a feature to prioritize transferred citizens, ensuring they received timely assistance.
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Implementation
The city rolled out LobbyCentral across all citizen service departments. Citizens could now schedule appointments online, reducing the need for walk-ins. On arrival, citizens checked in via the LobbyCentral Kiosk, providing their name, the reason for their visit, and the department they needed to see. This information was instantly available to the relevant staff member, allowing them to prepare for the appointment and reducing wait times. For transferred citizens, LobbyCentral’s system ensured they were given priority, further reducing their wait times.
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Results
The implementation of LobbyCentral led to significant improvements in the city’s citizen services:
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Reduced Wait Times: The average wait time was reduced by 35%, improving citizen satisfaction. The streamlined check-in process, combined with the ability to schedule appointments online, significantly cut down on wait times.
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Priority Assistance for Transferred Citizens: Transferred citizens were given priority, ensuring they received timely assistance and further reducing their wait times.
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Improved Efficiency: Real-time data on peak times allowed the city to adjust staffing levels accordingly, further reducing wait times and improving efficiency.
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Enhanced Citizen Experience: The reduced wait times and priority assistance for transferred citizens, combined with improved service delivery, led to a more positive experience for citizens.
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Conclusion
By implementing LobbyCentral, the California city was able to significantly reduce wait times for citizen services and provide priority assistance to transferred citizens, leading to happier citizens and more efficient operations. This case study demonstrates the potential of LobbyCentral as a powerful tool for local governments seeking to enhance their service delivery and improve the citizen experience.