Case Study: Schenectady County Department of Social Services reduces no-shows with Wavetec Queuing System

Schenectady County Department of Social Services reduces no-shows by 30% with Wavetec

The Schenectady County Department of Social Services (DSS) faced the challenge of efficiently managing over 10,000 residents monthly across 12 departments, requiring coordination of both walk-in and appointment-based visitors. They needed a unified system to handle multiple customer entry channels, reduce bottlenecks, and provide staff with greater visibility into queue activity and wait times. To address this, they deployed a queuing system from vendor Wavetec.

Wavetec implemented an integrated Queuing System using its Spectra platform as the central orchestration point. The solution included self-service kiosks, digital signage, web ticketing, and online appointment scheduling. This provided a unified customer-flow environment, resulting in a measurable 30% reduction in no-shows and improved operational visibility for the DSS staff.

Schenectady County Department of Social Services