The Linn County Board of Supervisors held a formal session on December 18, 2024, where significant discussions centered around the transition from the Qmatic appointment system to a new provider, No Wait Inside. The meeting highlighted ongoing challenges with Qmatic, particularly regarding customer service and system reliability, which have led to increased wait times and customer dissatisfaction.

Deputy Treasurer Jennifer Hebert and Motor Vehicle Deputy Lacey Hastings presented the case for switching to No Wait Inside, citing its user-friendly interface and lower costs. The current Qmatic system has been in place since 2011 but has faced issues since the support contract lapsed in 2021, resulting in delays and inefficiencies. The proposed No Wait Inside system would allow for more immediate adjustments and better customer service, with a significantly lower initial setup cost of $21.06 compared to Qmatic's $40,000.

The new system is designed to streamline appointment scheduling for title transfers and walk-in customers, aiming to reduce lobby congestion and improve staff working conditions. The deputies emphasized that the transition would not only enhance customer experience but also alleviate stress on employees, which has contributed to turnover.

The board discussed the potential for integrating additional language options to accommodate non-English speakers and the system's ability to adjust appointment availability based on no-shows. They also addressed concerns about how the system would handle office closures due to weather, ensuring that customers would be notified and able to reschedule appointments easily.

Overall, the board's discussions reflect a proactive approach to improving service delivery in Linn County, with plans to implement the new appointment system in phases, starting with the most complex transactions. The transition is seen as a necessary step to enhance operational efficiency and customer satisfaction in the county's motor vehicle services.