To fix the problem, Cabarrus County DHS partnered with Northwoods to do a Solution Optimization, where Northwoods evaluates how well software and business processes are working to meet business needs.
To improve customer service, Cabarrus County DHS redesigned the confusing and inefficient lobby flow to decrease wait times and reduce client frustration.
1. When clients walk in, they immediately speak to a greeter, who electronically checks them into Compass Appointments on a tablet and directs them to one of three areas: Express Center, window, or the caseworker.
2. Clients heading to the Express Center or window bypass waiting in the lobby.
3. Clients meeting with a caseworker are added to a specific queue based on what services they are applying for and wait in the lobby until their appointment time.
4. Monitors in the lobby show clients their place in line, then ding and light up when their caseworker is ready.