January 28, 2020
The City of Mill Valley will soon implement a new system at City Hall called “QLess,” an automated queuing system to reduce wait times for patrons of the Planning and Building Department. Coming soon in February, this new customer engagement system aims to increase transparency by providing updates via text messaging and on-screen monitoring in City Hall’s lobby.
Once the system is launched, customers can join a virtual queue online, using their mobile phone with text or voice message, or at an on-site kiosk when they visit City Hall. Customers are then given a personal wait time forecast, which allows them to wait in a location of their choosing, perhaps at a nearby coffee shop or while running other errands. Timely notifications will alert customers with accurate wait times as they move to the front of the queue, so they’re free to tend to other business, instead of waiting in line in the lobby. The City anticipates that patrons will appreciate a more effective system that frees up their time, and that City staff will be able to provide better customer service.
The team at City Hall have completed the basic set-up procedures and are in the process of training staff. Stay tuned for more information as we roll out the new system.