Case Study: San Diego County PDS improves permit center flow with Wavetec Queue Management System

San Diego County PDS cuts permit center wait time to 27 minutes with Wavetec

San Diego County Planning & Development Services needed a more reliable, accessible, and transparent way to manage customer flow at its busy permit center. Their challenges included long wait times, crowded lobbies, and complex multi-service visits. To address this, they partnered with Wavetec to implement an integrated queue management system.

Wavetec implemented its Spectra Queue Management System, which included ADA-compliant M-13 self-service kiosks with dual printers for redundancy, Lobby Leader software for staff, Donatello digital signage for wayfinding, and SMS notifications. The solution also integrated real-time queue status and wait times with the County website. This led to an average wait time of 27 minutes, a 97.14% ticket-served rate, and improved operational visibility and customer communication for over 1,000 daily visitors.

San Diego County Planning & Development Services