DMV takes tech step to reduce waits
LOREN BENOIT/Press Hayden resident Susanne Adkins fills out her information on one of the new kiosks at the Department of Motor Vehicles office Wednesday morning in Coeur d’Alene. The kiosk and the phone app QLess aim to help reduce wait times, cut waiting room crowds and give customers more flexibility to schedule appointments.
Kootenai County Department of Motor Vehicle has collaborated with QLess to reduce wait times at both Post Falls and Coeur d'Alene offices. The QLess app allows customers to schedule an appointment through their smart phone or home or PC which will help reduce wait room crowds and improve customer service. (LOREN BENOIT/Press)
By BRIAN WALKER
Staff Writer
COEUR d'ALENE — Cody Messerly spent minutes, not hours, waiting to be assisted at Kootenai County’s Division of Moter Vehicles office in Coeur d'Alene on Wednesday.
The Coeur d'Alene man gave a thumbs up to the office's new, free QLess app and in-house kiosk system to schedule appointments in lieu of the traditional "take-a-number-and-wait" method. QLess is an appointment platform integrated with walk-in traffic.
"I like how it texted me the estimated wait time," said Messerly, who showed up just a few minutes before he was assisted. "If you need to run an errand, you can do that instead of waiting here."
The automated system, aimed at reducing wait times and the frustrations that come with them, was launched last month, at DMV vehicle licensing offices in both Coeur d'Alene and Post Falls. Customers can schedule appointments from the on-site kiosks in DMV waiting areas or from their mobile devices using the QLess app.
The system is planned to go live at the Coeur d'Alene Drivers License Office on Tuesday and at the Post Falls Drivers License Office on May 15. A programming hiccup delayed the launch at those offices.
"We ran into a few issues along the way with the system recognizing each individual office as its own entity," said Kootenai County Sheriff's Office Capt. Andrew Deak. "The system assumed all drivers licensing and vehicle offices were located in the same office … (unlike in Idaho)."
Customers can choose to have their estimated wait times texted, emailed or both.
The automated messaging system to your mobile phone alerts you as your time draws near and provides an opportunity to schedule a time up to 30 days out or re-schedule your appointment times. Customers can view the wait times in both Coeur d'Alene and Post Falls to choose which office to go to. It also doesn't allow customers to schedule a time on days or hours the offices are closed, thereby eliminating the scenario of them showing up when the office is closed.
If customers do not have a cellphone, they will be printed a ticket at the kiosk with the wait time.
Messerly, who used the system for the first time on Wednesday, was enlightened when he noticed a screen in the DMV office that showed his estimated wait time and first name.
He said he realizes new technology isn't for everyone, especially at first.
"I can see how some people may not like it, but I don't mind it," he said.
The system cost $32,700, which is being split between the four offices. The total yearly maintenance cost will be $24,000.
Coeur d'Alene's Michael Beckett, who also did business at the Coeur d'Alene DMV office on Wednesday, said he believes the system was a good use of funds. He said a few tweaks may be needed.
"The 'Next' button needs to be highlighted (on the kiosk)," he said, adding that he noticed the lack of visibility slows some people down and can cause a line backup.
As with any new system, it will take getting used to for some. One woman was reading a book when the last four digits of her number sounded over the automated system, but she didn't realize it was her turn until an employee later had to call her name.
Holly Thompson, DMV manager, said she had to ask one customer to refrain from banging on the ticket printer at the kiosk while she was waiting for it to come out. She said some customers are skeptical of the system until they learn how easy it is to use and see the advantages.
Thompson said many veterans and senior citizens have used similar systems at other government service offices, so they're already familiar with the technology.
Rich Houser, chief deputy assessor whose office oversees the DMV, said the system is working well.
Houser said some people have had concerns about inputting their own information into the system, but there's a way around that, he said.
"They don't need to use their name or phone number; they just need to remember what name and number they placed in the system, so when the system calls them up, they come to the counter," he said.