{"id":92875,"date":"2026-09-02T12:31:01","date_gmt":"2026-09-02T12:31:01","guid":{"rendered":"https:\/\/www.wavetec.com\/?post_type=portfolio&p=92875"},"modified":"2026-10-13T12:11:59","modified_gmt":"2026-10-13T12:11:59","slug":"schenectady-county-dss-queuing-system","status":"publish","type":"portfolio","link":"https:\/\/www.wavetec.com\/it\/case-studies\/schenectady-county-dss-queuing-system\/","title":{"rendered":"Schenectady County DSS, USA"},"content":{"rendered":"

Wavetec’s Queuing System at Schenectady County DSS\u00a0<\/span><\/h1>\n

\"Resident<\/a><\/h1>\n

Executive Summary<\/span><\/h2>\n

The <\/span>Schenectady County Department of Social Services<\/span><\/a> (DSS) serves more than 10,000 residents each month across 12 service departments, managing this volume requires more than moving people through a waiting line. Residents may arrive without an appointment, check in for a scheduled visit, require a specific caseworker, or need assistance from a department with its own service availability and operating requirements.<\/span><\/p>\n

To support this environment, Schenectady DSS deployed Wavetec\u2019s integrated <\/span>Queuing System<\/span><\/a>, with <\/span>Spectra<\/b><\/a> serving as the central queue orchestration and analytics platform<\/b>. The deployment includes two <\/span>ADA-compliant<\/span><\/a> M-13 self-service kiosks<\/b>, featuring 17-inch capacitive touchscreens and dual thermal ticket printers for ticket-issuance redundancy. The kiosks support configurable service selection and accessible self-service check-in.<\/span><\/p>\n

Spectra<\/b> manages queue and service logic across the deployment, synchronizing visitor tickets, appointments, service progression, and operational data. <\/span>Lobby Leader<\/b><\/a> provides staff with real-time control of active queues, ticket calling, service routing, and visitor flow, while <\/span>Donatello Digital Signage<\/b><\/a> and <\/span>Counter Display Units<\/b> communicate queue calls and direct residents to the appropriate service point.<\/span><\/p>\n

The system also extends queue access beyond the physical lobby through <\/span>web ticketing and online appointments<\/b><\/a>, with Ventek appointment integration connecting scheduled visits to the queue workflow. SMS and email notifications provide automated updates throughout the customer journey, while <\/span>Feedback Forms Plus<\/b><\/a> captures post-service feedback that can be analyzed alongside operational data to identify service trends and improvement opportunities.<\/span><\/p>\n

The result is a unified customer-flow environment that connects residents, frontline staff, and management from check-in through service and feedback. The system supports both walk-in and appointment-based visits while giving DSS real-time visibility into queue activity and operational performance. The deployment has also delivered a measurable 30% reduction in no-shows, while supporting service delivery for more than 10,000 residents every month.<\/span><\/p>\n

What Challenge Was Schenectady DSS Facing?<\/span><\/h2>\n

Government service environments present a unique customer-experience challenge. Residents often visit to access essential benefits, documentation, assistance, and other public services, making clear communication and accessibility especially important. Unlike a single-service waiting line, a social services office must manage multiple service categories, appointment types, staff members, and visitor needs at the same time.<\/span><\/p>\n

The key challenges Schenectady DSS was facing included:<\/span><\/p>\n