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The QLess Blog

Online Appointment Booking for Government Offices

Aug 14 By Qless Admin

man sits in an empty waiting room

What's the biggest complaint citizens have when they need to pay a visit to a government office? They despise the wait times. The second most common complaint involves the perceived disorganization of government systems. People have grown accustomed to visiting the DMV, the town office, or the permits department and waiting for an hour or more. They're used to being told that they don't have the proper paperwork and have to come in again, wasting more of their valuable time and resources. In short, taxpayers sometimes feel disrespected, as if their time is just up for grabs. Implementing an online appointment booking system can alleviate those woes and improve the reputation of your government facility.

Government offices exist to help citizens. What visitors don't understand is that the city clerk, the offices for the Labor Department, and the Register of Deeds don't always have the resources they need to assist all of the people in their community promptly. Budgetary issues can interfere with the employees' ability to stretch their resources. Under-staffing is also a problem at numerous government offices, particularly in smaller counties and towns.

All the same, taxpaying citizens come in expecting a service. They believe they deserve to be helped in a timely manner because their tax dollars are instrumental in funding government services. That's understandable, but how do government employees streamline their office processes and focus their resources where they need to be? The short answer is the QLess system. Online booking is convenient, effortless, and practically foolproof. It offers a way to eliminate clogged waiting rooms and snaking lines. Not only that, but it's easily affordable no matter what the size or function of your office. QLess offers several payment options to ensure that you can start using the system immediately. The faster, the better, as far as your community is concerned.

Appointments from Anywhere

woman using a laptop and smartphone

Online appointment booking software allows citizens to schedule an appointment no matter where they are. Once a government office implements the QLess system, then all a person has to do is download the app and input the information for the government facility they need to visit. They also have the option of heading to the office's official website, where they can likewise use the QLess system to create an appointment. QLess goes a step farther than that, however. Government facilities can choose to have our kiosks installed onsite. At that point, citizens can come in, use the kiosks to make an appointment, and then leave until it's time to meet with an employee.

That's the most vital aspect of a queueless system. Citizens don't have to wait around until an agent can see them. There's no actual line. Instead, it's entirely virtual. After choosing the time slot that works with their daily or weekly schedule, citizens are free. Rather than showing up at noon and hoping for the best, they can pick out a specific appointment time. Until that time arrives, they're free to live their lives. They can run errands, go to work for a few hours, have lunch, or take the time to prepare their paperwork.

Seamless Scheduling and Reorganization

Using an online appointment booking platform is beneficial for the employees at government offices, as well. Agents won't run into scheduling snafus, nor will they get behind as often due to a lack of resources and an influx of visitors. The system is responsible for staying up-to-date with open time slots, booked appointments, and walk-ins. Whereas walk-ins usually throw a wrench in the works or they end up waiting longer than anyone else, the system adapts for people who haven't booked an appointment online. They get the earliest available spot, which means that walk-ins never replace visitors who have a reservation.

The system works to alert incoming citizens about what's happening in the office, as well. There's no denying that schedules don't always hold. Even the most organized work environment can deal with unforeseen circumstances that cause appointments to run late. Visitors who have a reservation receive regular updates. In addition to sending reminders of each meeting, up to the time it takes place, QLess will let citizens know if their appointments get pushed back 15-20 minutes. The result is that no one has to waste time.

Refocused Resources

All of that being said, offices that use online appointment booking aren't at risk for running behind, at least not compared to facilities that don't use a queueless system. There's no reason for anything to run more than a few minutes late. That's mainly because the employees have the energy and the time to fulfill their professional responsibilities.

It's a tremendous waste of resources to spend the day soothing ruffled feathers. That's not the job of government agents, whether they work at the Public Works Department or with the traffic department. With a steady stream of citizens who are happy and prepared, agents can focus on what they're supposed to do. People aren't filling in for other departments or spotting their colleagues.

Efficient Workflow

In the same vein, an online appointment booking system improves the flow of the office. Once again, the employees get to focus on their job title. They don't have to run all over the place trying to assist impatient community members who aren't sure what to do or where to go.

Many government offices are in small spaces. It doesn't take long for it to become overfull if there are too many people hanging around, regardless of if they're in line or taking up space in the waiting area. The crush of people combined with the noise of an impatient crowd can make it impossible to be heard or to accomplish tasks on time.

People aren't always sure about what they need when they visit a government office, either. Unprepared citizens often jam up the workflow, through no fault of their own. Nevertheless, they have to waste time visiting the office, being informed that they don't have the right paperwork, and then returning to the office. That takes up the valuable time of employees, as well.

The QLess system eliminates the crowds and lines. Between the app and the kiosks, citizens also have ample opportunities to find out which forms they need before their appointment. In fact, if they visit the office first, they can use the kiosks, which will print out the necessary forms. That means that employees don't spend their hours on the clock searching for paperwork and handing out documents.

Open Communication

woman makes an appointment on a smartphone

One of the reasons citizens are in favor of the QLess system, in particular, is that it opens up the lines of communication between the office and the community members in need of its services. You already know that the online appointment booking system sends out reminders about upcoming reservation times, along with alerts to let visitors know that their appointments have to be pushed back a few moments. What you may not realize is that visitors can get in touch with the agents at the office, as well. Sometimes, citizens run late, even if they have an appointment. Through the QLess system, they can notify the office that they need a different time slot or that they have to reschedule for another day.

Citizen Analysis

All of these features are advantageous to a government office as both a government agency and as a business. The bonus is that the system also tracks the behaviors of the citizens who visit you. You're aware of who they are, where they live, and why they need your services. From there, you can also track how they use the system, when they seem to prefer appointments, and when they miss an appointment or walk out of the office before seeing someone. By analyzing why you can change the way your office works. Perhaps your employees need to stagger their lunches more efficiently, or maybe your community would be better off if you extended your hours a few times a month.

The transition to online appointment booking is instant. Introduce the QLess system today, and your office will see results by tomorrow. Every feature in the queueless line system is designed to benefit both government employees and the community members who visit their offices. Once your employees are no longer tasked with refereeing angry visitors who are impatient with long lines and unorganized processes, they can do the jobs for which they are hired. As a result, the citizens don't have to wait as long as a matter of course. They come into the office knowing what they need with the necessary forms and paperwork in hand. Can you imagine the atmosphere in a workplace where the employees and the visitors aren't agitated and disgruntled? Turn to the QLess system to streamline your office and to improve the way you assist the citizens who need you.

To learn how to transform your government office and boost operational efficiencies, read our whitepaper, The Digital Citizen.

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