Best practices book - Flipbook - Page 56
TO:
Major Jurisdiction Committee, International Accreditation Service
FROM:
City of San Antonio, Development Services Department
SUBJECT:
Best Practice Submission Update – CityPass Customer Queuing System
DATE:
April 16, 2021
Contact Information:
Jorge Rafael Manzano
Administrator, Support Services Division
Jorge.Manzano@sanantonio.gov
(210) 207-0345
Development Services Department
City of San Antonio
PO Box 839966
San Antonio, TX 78283-3966
Program Description:
Development Services deployed an improved customer queuing system (CityPass, powered by
QLess) in February 2021.
Cost/Benefits:
The new queuing system provides multiple improvements over the previous department
customer engagement process and benefits customers and DSD staff alike in a variety of ways.
In the past, customers would need to physically visit our facility and speak to our Meet & Greet
staff in order to obtain a paper ticket to be seen by permit counter staff. Our new system allows
for customers to queue ahead of time from the web, via SMS text, from the QLess app available
on the Apple App Store or Google Play Store, from a touchscreen kiosk, or from our Meet &
Greet counter. The system provides customers anticipated wait times prior to joining a queue,
and provides SMS status updates (e.g. “you’re next in line!”) so that they can manage their time
better and encourages social distancing (important in our current climate) by reducing the need to
be in the building waiting to be seen. Once customers are waiting in our lobby, large lobby
displays and audio notifications route customers to the right service area.
The department benefits greatly from the new system with enhanced reporting capabilities.
Managers and supervisors have real-time dashboards to monitor customer queues and respond to
staff requests for assistance or workload rebalancing. Historical reporting options have also been
improved, allowing for more granular detail and ad hoc reporting to track customer queue trends,
staff performance, and assessment of department customer-centric key performance indicators.
Attached Documents:
CityPass DSD Web Queue Display
https://www.youtube.com/watch?v=pmbiM5dBwlY&t=23s
https://www.sanantonio.gov/GetConnected/CityPass
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