Vehicle Licensing Innovations Program Leads to Shorter Lobby Wait Times

About the Program

Category: County Administration and Management (Best in Category)

Year: 2018

In 2013, Larimer County Clerk and Recorder, Angela Myers, encouraged the Vehicle Licensing staff to use their imaginations and expertise to create innovative solutions for reducing lobby wait times. The result was numerous creative ideas and a comprehensive program yielding better than anticipated results. Program innovations included major elements – Updating the queuing system and kiosk ticketing system; wait time tracking to provide web-based, real-time wait-time information visible on a monitor for citizens waiting to be called and via the web for those planning their visit; deploying a citizen liaison to assist customers waiting in the lobby to ensure they were well informed and had what they needed before seeing a technician; creating a fully-automated appointment system; installing a back-office processing center for expediting paperwork and processing transactions by phone; and adding an online chat feature. These major elements, combined with many smaller changes have produced phenomenal results! Wait times, which before could exceed an hour for walk-ins, have been reduced to under fifteen minutes for those waiting in the lobby (often there is no wait at all). There is essentially no wait (under 5 minutes) for those with appointments, who call in, or who use our online chat feature.