Virtual Queueing Puts Customers First for the Virginia DMV

“Dealing with unprecedented circumstances due to the COVID-19 pandemic, the Virginia DMV needed to fill a critical gap in its new appointment system in very little time. CapTech was able to stand up the needed solution to allow DMV offices to restart operations safely within the required deadline.”

Charlie Sheldon
Deputy CIO
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.

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 notifications when it was their turn to enter the location for scheduled appointments, and to notify constituents when appointments were delayed.

DMV engaged CapTech to design, build, and deploy a lightweight solution that could provide these notifications. In a matter of two weeks, CapTech designed a low-cost solution that seamlessly integrated with DMV’s scheduling tool to notify customers when their appointment was confirmed, ready to begin, delayed, or needed to be rescheduled or cancelled.