Case Study: Department of Motor Vehicles doubles citizen satisfaction and cuts wait times with QLess

QLess Transforms State DMV by Cutting Queues and Reducing Wait Time for Citizens

QLess partnered with one of the largest state Departments of Motor Vehicles that was struggling with long lines, high citizen frustration, and staff tied up managing queues instead of serving customers. The DMV needed a technology solution to cut wait times, improve service flow, and boost both citizen satisfaction and employee productivity.

QLess implemented a virtual queuing system accessible via mobile, web, or on-site kiosks, with real-time text updates and staff tools to reallocate resources and manage demand. The solution delivered analytics for operational tuning and shifted staff focus to serving customers — doubling citizen satisfaction, increasing citizens served by 50%, reducing no-shows by 35%, and significantly improving staff productivity and morale.