Clackamas County Modernizes Public Services with Wavetec

Overview

Clackamas County Courthouse, serving one of Oregon’s largest and fastest-growing populations, partnered with Wavetec to modernize its public service operations and transform the visitor experience. The new facility, designed to serve over 430,000 residents, includes 16 courtrooms, 20 judicial chambers, and advanced public-facing service areas.

To enhance efficiency and transparency, the courthouse implemented Wavetec’s end-to-end Queue Management System, replacing manual queue handling with a fully automated, digital platform. The integrated system combines self-service kiosks, Donatello digital signage, and Spectra real-time dashboards, enabling the courthouse to improve visitor flow, reduce waiting times, and empower staff with live operational insights.

Challenge

As a high-traffic government facility, Clackamas County Courthouse faced ongoing challenges in managing large volumes of visitors. Key challenges included:

• Overcrowded waiting areas with no clear queue visibility.
• Manual service tracking, slowing down staff productivity.
• Uncertainty and frustration among visitors due to unclear waiting times.
• Lack of real-time data for performance monitoring and operational planning.

The courthouse needed a scalable, automated queue management solution capable of organizing walk-in visitors, streamlining service operations, and providing administrators with live visibility into daily activity and staff performance.

The Solution

To address these challenges, Wavetec deployed a comprehensive Queue Management System tailored specifically for public service environments. The solution integrated intelligent hardware, dynamic digital signage, and powerful analytics to create a connected, efficient, and citizen-focused service experience.

• TDU Self-Service Kiosks: Visitors can obtain a physical ticket from user-friendly 17-inch kiosks, automatically entering the virtual queue.
• LED Counter Displays: Clear, high-visibility displays installed at each service counter guide visitors to the correct location and reduce confusion.
• Lobby Leader: A centralized ticketing and call-forward workflow that ensures smooth service sequencing and optimized staff coordination.
• Donatello Digital Signage: Real-time visual and voice announcements keep visitors informed of ticket progress and direct them to counters efficiently.
• Spectra Dashboard: Wavetec’s analytics platform provides live data on queue performance, service duration, and staff utilization, allowing administrators to make informed, data-driven decisions.

Customer Journey

Wavetec’s Queue Management System redefined the courthouse’s visitor experience, ensuring every step of the journey was efficient and well-organized. This digital-first customer journey ensures that every visitor experiences clarity, reduced waiting, and improved service communication within the courthouse.

Results

The implementation of Wavetec’s Queue Management System delivered measurable improvements in efficiency, communication, and public satisfaction.

• Streamlined Service Flow: Automated ticketing and digital displays organized the service process, reducing congestion and ensuring consistent visitor handling.
• Improved Communication: Real-time voice and visual updates kept visitors informed, eliminating confusion in busy waiting areas.
• Higher Staff Efficiency: Centralized dashboards and automated queues allowed staff to serve more citizens in less time.
• Enhanced Visitor Experience: Citizens experienced shorter wait times, greater transparency, and a more professional environment.
• Data-Driven Operations: The Spectra Dashboard gave managers real-time insights to track performance, spot trends, and optimize resources effectively.

Media Recognition and Community Impact

The success of this transformation was also recognized in local media coverage, with Fox News and KGW News highlighting the courthouse’s modern design and the visible role of Wavetec’s queue management technology in improving the visitor experience.

[The following image is a screenshot from Fox 12 Oregon’s public news coverage, used here for informational and illustrative purposes only to acknowledge the media recognition received.]

Conclusion

Through its partnership with Wavetec, Clackamas County Courthouse set a new benchmark for public service efficiency in Oregon. By integrating self-service kiosks, digital signage, and Spectra analytics, the courthouse achieved greater transparency, faster service, and improved citizen satisfaction; showcasing the future of data-driven public service.