Case Study: Midwestern Bureau of Motor Vehicles achieves reduced wait times and online appointment booking with ACF Technologies' Q-Flow

How Q-Flow Transformed This BMVs Operations

The Midwestern Bureau of Motor Vehicles faced chronic overcrowding and long walk-in wait times across its statewide offices and needed a way to let visitors book appointments and join queues virtually—requirements that became urgent with COVID-19 capacity rules. To solve this, the Bureau partnered with ACF Technologies and adopted Q-Flow, an online appointment booking and queue management solution.

ACF Technologies implemented Q-Flow across the BMV’s sites and web interface, adding online appointment booking, iPad check-in kiosks, digital signage, Q-Anywhere virtual queuing, SMS/email notifications, and real-time reporting (including appointments served and average service times). The deployment reduced average wait times and appointment cancellations, lowered lobby crowding, improved staff efficiency and satisfaction, and increased customer satisfaction through better visibility and communication. ACF Technologies continues to work with the BMV on upgrades—adding enhanced VCI Map features and a kiosk app—to drive further productivity gains.

Bureau of Motor Vehicles