Implementation of Queue Management System for Enhanced Customer Service and Operational Efficiencies

About the Program

Category: County Administration and Management (Best in Category)

Year: 2018

The customers of the Miami-Dade County Department of Regulatory and Economic Resources (Department) include individuals and businesses in the regulated community requiring licenses, permits, or other approvals to comply with the various codes/regulations, as well as those needing to resolve enforcement actions when a violation has occurred. Customers need to be treated fairly and expeditiously, and provided clear instructions and a process that enables compliance and minimizes confusion. The Queue Management System (QMS) serves the goal of enhancing customer service by eliminating the need to stand in line for common services that include requesting a meeting with Building Trade Inspectors, Building Trade Inspection Supervisors and Plan Review Supervisors of multiple review disciplines. QMS allows registered users and guests to sign up for these services and reserve their place in the queue, all without standing in line. Customers are notified by text and/or email when next in queue and are being called to the service. Additionally, monitors are available throughout the facility for customers to view their order in the queue. This interactive program enhances not only customer service, but staffing efficiency as automated reports are generated to reflect peak flows plus average wait times, thus allowing for necessary coverage and staff rotations.