Tulare County Partners with Wavetec to Improve Resident Experience & Modernize Public Services

Wavetec expands its U.S. public-sector footprint, announcing a new partnership with Tulare County, California, to modernize local governance with public service delivery. 

The County is introducing Wavetec’s digital queue management and appointment scheduling technology to make it easier for residents to access public services, manage their time and navigate visits to County offices. The solution accumulates virtual queuing, online appointment scheduling, SMS notifications and Lobby Leader to create a more convenient and organized experience for residents and County staff.

Wavetec, a global customer experience and digital transformation provider, with deployments across 30+ U.S. states, all Canadian provinces and more than 80 countries worldwide which includes; 

• Spectra
• Queue Management System 
• Mobile-Q 
• WhatsApp Queuing 
• Donatello Digital Signage
• Self-service kiosks 
• AI-enabled operational analytics

Wavetec enables organizations to manage hectic customer journeys across government, healthcare, banking, aviation, telecommunications and retail through bespoke hardware manufacturing and software development. 

The engagement with County of Tulare reflects a broader shift among U.S. government agencies toward modernizing automated public services while preserving the personal assistance residents often need.

That’s where virtual queuing comes in. Automating the….*describe what it will do in context of Tulare county only, no need for definition as that will be covered in the ai overview box below*

Virtual queuing solution gives residents another option. Instead of waiting in a physical line, visitors can join a virtual queue from their mobile device and receive SMS updates about their place in line. This allows residents to spend their time more freely while they wait rather than remaining in a crowded waiting area. They can receive updates as their turn approaches and return to the office when they are ready to be served.

Online Appointments Through the Tulare Website

Wavetec’s online appointment scheduling solution will be integrated with the County of Tulare’s website, giving residents a convenient way to schedule services before visiting a County office.

Residents will be able to select the service they need and choose an available appointment time through the County’s existing website. Connecting online appointments with in-person visits can help the County better manage both scheduled appointments and walk-in visitors.

The two way Automated SMS systems can also keep residents informed before their appointments, helping reduce missed appointments and unnecessary crowding at County facilities.

The combination of digital scheduling and in-person service reflects an important direction in public-sector modernization. Deloitte’s 2025 Government Trends research suggests that governments are increasingly combining digital and physical services to improve public service delivery, particularly for services where the human element remains important.

How does Check In With Lobby Leader work in the office?

When residents arrive at a County office, Wavetec’s Lobby Leader solution will give frontline staff a mobile tool to help visitors check in and find the right service. Staff can welcome visitors, identify what they need and place them in the appropriate line or service queue. Residents who need additional assistance can receive support directly from staff rather than having to navigate the check-in process independently.

This assisted approach can be particularly useful for visitors who have accessibility needs or simply prefer speaking with a staff member when they arrive.

Data and Analytics for Better Public Service Decisions

Modern queue management is not only about managing lines. It also gives government agencies access to operational information that can help them understand how their facilities are performing. Wavetec’s government solutions include real-time dashboards and analytics designed to help managers monitor service performance and make data-informed operational decisions.

In addition to providing operational visibility, the next generation of Wavetec’s Spectra analytics platform, Spectra 2.0, introduces AI-powered traffic forecasting and simulation. These capabilities allow branch and operations managers to anticipate demand instead of responding only after congestion develops. Using historical customer and service data, Spectra 2.0 can project future traffic, test different staffing and public service scenarios, and identify potential bottlenecks in advance, helping teams plan capacity and customer flow more effectively.

Building on Wavetec’s U.S. Government Experience

The County of Tulare engagement builds on Wavetec’s experience supporting public-sector organizations in the United States.

Other notable public sector deployments by Wavetec include San Diego County Planning & Development Services and Clackamas County Courthouse

These deployments demonstrate how the same underlying approach can be adapted to different public service environments: give residents more control over when and how they wait, while giving government staff better tools to manage demand.

Modernizing Public Services in California

The County of Tulare’s partnership with Wavetec reflects a growing focus among U.S. government agencies on making public services easier to access, more convenient and more responsive to residents.

For county offices, modernization does not have to mean replacing personal service with technology. Instead, digital tools can give residents more choices while allowing staff to provide personal assistance when it matters.

Wavetec also incorporates accessibility into its self-service technology. Its ADA-compliant kiosks can support features including headphone connectivity, Braille guidance and physical controls, with kiosk designs that consider wheelchair users’ height and reach.