Case Study: Pennsylvania Department of Transportation improves citizen service and reduces wait times with Qmatic Orchestra

Pennsylvania Department of Transportation streamlines 12 million registrations with Qmatic

The Pennsylvania Department of Transportation (PennDOT) faced significant challenges at its driver license centers, including extremely long wait times for citizens and a lack of tools for management to track employee productivity. To modernize the citizen experience and improve internal operations, PennDOT partnered with vendor Qmatic to implement a solution.

Qmatic implemented its Orchestra system, which included appointment management and self-service kiosks. This allowed citizens to receive SMS alerts for their turn in line, granting them more freedom while waiting. For management, the system provided statistics and real-time alerts to track staff. The solution decreased perceived wait times and revolutionized customer service for PennDOT.

Pennsylvania Department of Transportation