Case Study: Pennsylvania Department of Transportation achieves reduced wait times and modernized customer experience with Qmatic

Qmatic Helps Modernize the DOT Experience in Pennsylvania

The Pennsylvania Department of Transportation (PennDOT), which issues more than 8.9 million driver’s licenses and registers over 11.9 million vehicles annually across 71 driver license centers and 26 photo centers, struggled with long waits, poor appointment management and no way to track staff productivity—resulting in hours-long lines at locations such as Norristown. To modernize the citizen experience and gain better operational visibility, PennDOT engaged Qmatic and its customer journey management solutions.

Qmatic deployed its Orchestra Enterprise platform—including Appointment Management, SMS queue updates and the MyFunWait gamification app—so citizens can book online, receive texts when their turn is near, and managers can access real-time productivity statistics and alerts. The Qmatic solution reduced perceived wait times, optimized scheduling, improved internal operations and accountability, and made Norristown the first U.S. motor-vehicle site to use Qmatic’s gamified waiting app, modernizing service across PennDOT’s statewide network.

Pennsylvania Department of Transportation

Leslie Richards

Secretary