Case Study: Orange County Tax Collector achieves 35% fewer people waiting in line with QLess

QLess helps Florida county government offer virtual check-in for faster service and shorter wait times

QLess partnered with the Orange County (FL) Tax Collector to replace the traditional “take-a-number” process with a virtual check‑in system that schedules appointments, sends notifications, and captures service feedback. The county’s goal was a single, cost‑effective solution to reduce long lines and improve citizen service across multiple branch offices.

After a 90‑day pilot, QLess was rolled out to all seven offices, enabling citizens to book via smartphone, PC, or kiosk, receive text/voice updates, and change appointments without losing their place. The rollout cut the number of people waiting at any time by 35%, dramatically shortened lines, and generated more than 13,000 survey responses — a 10× higher response rate than previous methods, with 82% of respondents saying they would recommend the system.

Orange County Tax Collector

Jim Cochrane

Chief Information Officer