Customer story

City of Torrance

A queue system to manage visitors engaging with the public sector

City of Torrance
Qminder is definitely an upgrade from our old system.

Jennifer Gruezo

GIS Engineering Technician III – Community Development Department







The City of Torrance’s Permit Center is a one stop center where public patrons can obtain several services from various divisions within the Community Development Department. It is open Monday-Thursday with every other Friday closed.


Types of services


Staff members


So many services, so little time

The City of Torrance has 75 staff members with rotating front-desk duties. The attention is split between several key services — from building permits to code enforcement, to business licenses.

This means there are a lot of customers signing in for wildly different services throughout the day.

Additionally, the waiting area is not ideal to accommodate large crowds of visitors, which puts additional pressure to serve efficiently and fast.

All of this makes a queuing system a necessity rather than a luxury.

The first queuing software that the Torrance staff have used was riddled with different problems, often resulting in misplaced visitor tickets and confusion.

It was decided to look for a different queue system, one that could:

  • Enable self-check-ins to lighten the load on employees
  • Provide remote queuing and waiting
  • Give precise numbers about the service
City of torrance

The City of Torrance wants to minimize the crowding in their waiting area and give the tools to their staff that automate the waiting process.


Flexible queue management

One of the deciding factors for choosing Qminder was its user-friendliness and flexibility in terms of customization.

Compared to other queuing systems, Qminder was found to be more intuitive. Previously, the staff had to always contact the technical support team for troubleshooting, which could take days to resolve.

With Qminder, it only took two people from the in-house staff to set up and configure everything.

Now, visitors check in by themselves using iPad kiosks and have the option to wait outside in the comfort of their vehicles or a covered outdoor area. When the time to call them up is approaching, they receive an SMS.

This simple layout eliminates a lot of pain points for both the visitors and the staff.

City of torrance

Qminder features used

kiosk

Waitlist TV

SMS messaging

Service dashboard



Playing the numbers game

One of the more obvious results from implementing Qminder were drastically improved service and wait times.

The staff at the City of Torrence stay connected to their visitors via SMS, ensuring that they are waiting in the correct line and have everything they need for quick service.

Having a detailed visitor history helps better understand specific needs of a particular customer, and see all of their previous service interactions (whether they are being served for the first time, moved to another line, assigned to a service agent, etc.).

The fact that this could be done from a mobile device means that the staff is always in control of their queues.

Concrete numbers and reports are something that the City of Torrance finds especially useful about Qminder. They can now accurately measure the changes in their average stats and adapt their service strategy accordingly.

City of Torrance

Learning points

The City of Torrance puts many of Qminder’s features to good use — from real-time reporting to two-way SMS communications.

Apart from improving the situation for their visitors, the staff has experienced a dramatic improvement in their life as well.

The self-check-in feature has lightened the load, and the reporting has made it possible to base business decisions on hard numbers.