Case Study: New York City Department of Transportation achieves streamlined, nearly paperless permit processing and improved customer experience with Q-nomy's Q-Flow

New York City Department of Transportation - Customer Case Study

The New York City Department of Transportation (DOT), which oversees thousands of miles of roadways, bridges, signals and permits across five boroughs, faced long lines and a confusing multi-ticket permit process during a major office relocation. Permit applicants frequently had to manage many separate tickets and paperwork, creating delays, lost documents and inefficient staff workflows that hampered service and transparency.

Q-nomy implemented its Q-Flow system—customer flow, back-office workflow, digital signage and customized permit management screens—so each visitor receives a single ticket that tracks all permit sub-processes, routes requests to the correct queues, and documents approvals digitally. The new nearly paperless process reduced confusion and printing costs, improved customer experience and staff productivity, and gave DOT managers live visibility to monitor performance, identify bottlenecks and speed processing (with plans to offer remote permit status checks in the future).

New York City Department of Transportation