Lobby Management

About the Program

Category: Human Services (Best in Category)

Year: 2014

The County of San Bernardino, Transitional Assistance Department (TAD) Lobby Management initiative was implemented to improve customer service and maximize efficiency and productivity in response to increasing lobby traffic. Prior to implementation, customers frequently waited in long lines to check in for appointments, request supportive services, or drop off required documents and obtain a receipt. Extended wait times led to customer frustration, complaints and crowded lobbies. Under Lobby Management, when customers enter the lobby, an Eligibility Worker (EW) greeter offers them the option to drop off documents, check in for appointments, or request supportive services at a Self Service Kiosk. This allows customers to be checked in timely and have a seat while waiting, rather than standing in a long reception line. An EW greeter may also use a Wireless Barcode Reader (WBR) to “work the line” outside the office before, during or after normal business hours to prevent long customer wait times. The greeter reviews documents for completeness, scans the barcode which designates it as “received”, and gives the customer a receipt. This expedites the processing of incoming mail, reduces the need for additional customer contact, or return office visits, and prevents discontinuances due to incomplete or unsigned documents.