Monterey County Permit Center Introduces Line Management Technology
In a continuing effort to reduce wait times and improve the customer experience, the Resource Management Agency’s Permit Center has implemented a new line-management technology known as QLess. Using QLess, customers can schedule appointments or join a virtual queue from on-site kiosks, the RMA’s website, or from their mobile phones via text message or app.
“We are committed to improving the experience we offer at the Permit Center,” said Carl Holm, RMA Director. “Smart technology solutions like QLess are a huge benefit for our customers and our organization. By improving how customers experience wait times, we also provide a more productive and positive environment for our staff members.”
Serving nearly 10,000 customers per year, the Permit Center is a one-stop shop for all land use and construction permitting services in unincorporated Monterey County.
Once in the queue, Permit Center customers are free to attend to other business while they wait at home, in their cars, running errands or, if they so desire, in the Permit Center waiting room. QLess provides customers with text updates of the forecasted wait time and where they are in line. Text notifications alert customers as they move to the front of the queue and when it’s their turn.