Better Workflow and Queue Management for Public Offices

Optimize service delivery at municipal, permit, police and motor vehicle offices

Trusted by 400+ locations, including these public offices:

Streamline service delivery at your government office

Government offices are busy places. It can be a challenge to maintain order when there are so many visitors with diverse needs. Long lines and crowded waiting areas make staff feel stressed.

That is where WaitWell comes in. WaitWell replaces lineups with virtual queue and online appointment booking.

Visitors have several options for joining the line or making an appointment:

  • QR code
  • Website
  • SMS text
  • On-site kiosk
  • WaitWell app
  • Staff member

Visitors join the line using their mobile device or an on-site kiosk. Visitors can even make an appointment to be first in line on a future date and time. Customers with appointments receive a text just before their appointment. They check themselves in by replying to the text. Staff manage both walk-ins and visitors with appointments from an intuitive queue screen.

Happier visitors. Happier staff. Plus service analytics that administration can use to make data-driven decisions about staffing & operations.

How WaitWell makes work better for motor vehicle administration staff

East Calgary Registry uses WaitWell to get more Google Reviews and increase sales


“WaitWell supports ECR in addressing staffing issues, communicating with customers, and praising staff for a job well done.”
OMAR ABOU SHALEH
ASSISTANT MANAGER, EAST CALGARY REGISTRY

Government offices that use WaitWell experience:

Eliminate lineups and reduce crowding

Multi-channel join

You decide how visitors join your line. Options include join by SMS text, scan a QR code, join from home on desktop or use an on-site kiosk.

Automate updates

Your visitors will never have to ask, “How much longer?” Customize your status page with all the details customers need to know.

Two-stage wait

Set a capacity for your waiting area. WaitWell notifies visitors when there is space for them to wait inside.

Achieve load balancing

Even out the “peaks and valleys” of demand by letting visitors view the current wait times online so they can plan the best time to arrive.

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Integrate appointments with walk-ins

Free up staff time

WaitWell makes it simple for visitors to make, change and cancel their own appointments, even outside office hours.

Fill schedules, not lobbies

WaitWell combines the predictability of appointments with the flexibility of walk-ins. Fill open time slots with walk-in visitors. Serve more visitors every day without filling your waiting room.

Self-serve check-ins

Visitors with appointments respond to a text 10 minutes before their appointment to confirm arrival, adding them to your queue screen.

Automate reminders

Decrease your no-show rate with automated appointment reminders. Cut average service time by using communication templates specific to each service type to make sure visitors arrive prepared for service

Automate workflow to make work less stressful for staff

Replace sticky notes

WaitWell Notes means staff can share critical details with co-workers without having to leave their computer. Keep everyone on the same page.

Put visitors on hold

Sometimes customers arrive unprepared for service. With WaitWell, you can put them on hold and they can put themselves back in queue when ready for service.

Transfer tickets

WaitWell makes it simple to transfer tickets to the service provider best able to help. You can even transfer tickets between locations.

Splash Pages

Put key messages in front of clients when they join by adding a splash page to the kiosk or join page. Use for urgent notices, advertising or cross-promotion.

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Improve operations with actionable service data

Customer reviews

Track visitor feedback by service provider, service type and location. Feedback is attached to ticket history, making these ratings and reviews actionable.

Real time dashboard

Get real-time data that managers can use to see staff performance and customer experience at-a-glance. View data for one location or aggregate by region or company.

Sort & Export

All data is sortable by service provider, type, location and region. Filter by date or time range for exact reporting. Export to .csv or talk to us about our integrations.

Powerful reports

WaitWell makes it simple to uncover trends related to service times, wait times, ticket volumes, balk rates, no-shows, cancellations and much more.

Gain powerful customer insights

Two-way SMS text

Send and receive in-app or SMS messages from customers before, during or after service. Staff send and reply to messages directly from the queue screen.

Waivers & Intake Forms

Automate and streamline collection of information you need to complete services efficiently. Set up workflows to triage clients and collect information specific to selected service.

View Visitor Details

Context is important when providing great service. WaitWell allows staff to see ticket history for the current visit as well as historical visitor data.

Customized communication

Tailor communication based on service type, service stage, time and location with automated notifications. All of our communication templates are fully customizable.

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We have had overwhelming positive customer feedback. Having customers less anxious or frustrated makes for a better work day and overall positive experience for both sides.

Donna Johnson, East Calgary Registry

A solution you can trust

Don’t just take our word for it. Municipalities, police departments and DMVs all trust WaitWell to streamline service delivery. We offer US or Canadian data residency and meet strict data privacy and security requirements. Learn more about our Privacy Policy and Data Security. Get in touch to learn how WaitWell can help your organization to make work better for service providers in your organization.