Virtual Queueing Puts Customers First for the Virginia DMV
In an incredibly short period of time, COVID-19 has had an immense impact on the way in which businesses and state agencies interact with their customers. Almost overnight, organizations have had to reassess and transform the way in which they have historically operated in order to address evolving health concerns as a result of the virus. One of the major concerns of COVID-19 is the increased potential for viral spread when people densely populate an indoor space. This concern has had significant impact on businesses and government institutions.
To maintain the expected level of service, while addressing capacity management of its locations, the Virginia Department of Motor Vehicles (DMV) needed to rapidly augment their existing scheduling tool. Specifically, the DMV wanted to send constituents SMS appointment notifications when it's their turn to enter the location for scheduled appointments, and to notify constituents when appointments are delayed.