Regina Police Services cuts service times by 48% with WaitWell

About the project

Enhancing Service Delivery at Regina Police Services (RPS)

Since its establishment in 1982, Regina Police Services (RPS) has been a vital force in Saskatchewan’s capital city. RPS needed to improve their management of walk-ins and appointments across multiple service types. In January 2022, RPS partnered with WaitWell to digitize their service operations, cutting service times by nearly half and improving overall efficiency. The result was not only a reduction in customer wait times but also a significant drop in no-shows, contributing to better staff productivity and enhanced customer experiences.

Overview

RPS faced growing operational challenges, particularly managing customer interactions and service workflows. To meet these demands, RPS implemented WaitWell’s queue management system, which provided efficient digital workflows, data analytics, and tailored solutions for public services.

WaitWell is a partner that offers a powerful, simple platform with a team dedicated to customer success.

Matthew Carleton
Business Systems Analyst, Regina Police Services

The partnership has transformed RPS’s approach to handling both appointments and walk-ins, making their service delivery more efficient and modern.

Challenge

Managing growing public service demands post-pandemic

RPS needed to address service bottlenecks due to the pandemic-related surge in demand and evolving public expectations. Their previous system lacked customer support, data collection, and robust workflow tools. Staff struggled with managing public services such as criminal record checks and customer interactions, necessitating a solution that would enhance both service efficiency and data reporting.

Solution

Tailored queue and appointment management with WaitWell

WaitWell’s solution was implemented to streamline RPS’s customer service operations. By integrating walk-ins with appointment scheduling and offering a virtual queue system, WaitWell provided a seamless transition to digital workflows. The system’s flexibility allowed RPS to offer tailored public services while reducing front-desk workloads and improving staff efficiency.

Results

Impressive efficiency gains and reduced wait times

The integration of WaitWell at RPS led to immediate results. Service times were reduced by 48%, and no-shows dropped by 66%, thanks to automated appointment scheduling and virtual queues. Administrative tasks became more manageable, reducing stress for the front-desk team. The business analytics provided by WaitWell empowered RPS to make decisions, improving overall customer satisfaction and operational efficiency.