Case Study: Chicago Public Schools achieves shorter wait times and improved staff satisfaction with QLess

Chicago Public School District Curtails Wait Times for Prospective and Current Employees

Chicago Public School District’s Staffing Services Center — which supports hiring and staffing for more than 44,000 current and prospective employees across the nation’s third-largest school district — struggled with chronic overcrowding and lengthy paper-based lines. During peak months the office handled as many as 600 visitors a day and wait times reached up to eight hours, creating stress for customers and requiring staff to spend significant time managing the queue instead of serving clients.

In June 2014 CPSD implemented QLess: kiosk-based appointment registration with text updates and automated queue management so visitors could leave and return for their scheduled time. The system sharply reduced waiting-room crowds and service times, freed staff to focus on customer needs, improved employee and customer satisfaction, and allowed the office to operate effectively in a smaller space; the district is now exploring adding feedback and communications features.

Chicago Public Schools

Angela Mason-Johnson

Director of Staffing Services