Case Study: Tennessee DMV achieves shorter wait times and higher citizen satisfaction with Wavetec virtual ticketing

Wavetec transforms customer journey at 44 DMV stations in Tennessee with advanced virtual ticketing options for citizens

The Tennessee DMV faced long, unstructured waits, overburdened Examiner counters, and difficulty routing citizens to self-service kiosks or the right service windows while lacking backend integration and control over virtual queuing. Wavetec was engaged to address these issues using its customer journey management and virtual ticketing solution (including web/IVR/SMS ticketing, on-site kiosks and appointment modules).

Wavetec implemented a multi-channel virtual queue, ADA-compliant kiosks integrated with the DMV’s A-List backend, an online appointments module, workforce management, real-time displays and BI/reporting dashboards. After a 4-station pilot and rollout to 44 stations, Wavetec’s solution reduced waiting times by almost 20%, improved customer satisfaction and queue control, balanced workloads across counters and kiosks, and raised overall DMV operational efficiency.

Tennessee DMV