Case Study: DCRA achieves 25% shorter wait times and 20% faster transactions with Qmatic Orchestra

DCRA Increases Productivity and Gains Key Data Insights

The Department of Consumer and Regulatory Affairs (DCRA) in Washington, D.C., which issues licenses, permits and inspections, faced long, frustrating wait times and an unstructured, manual queuing process that made fair and efficient service delivery difficult. To address this, DCRA turned to Qmatic and its Orchestra customer journey management platform to better manage varied service requests and improve the visitor experience.

Qmatic implemented Orchestra with self-service kiosks, online appointment and inspection booking, and live dashboards for real-time staff and KPI monitoring. As a result of Qmatic’s solution, DCRA saw a 25% decrease in wait times, a 20% reduction in transaction time, increased customer satisfaction, greater staff productivity through dynamic reallocation, and measurable positive impacts on operational efficiency and the bottom line.

DCRA