Pennington County commissioners ask staff audit of treasurer office workflow after reports of long waits

Pennington County commissioners on Tuesday asked county staff to perform a process analysis of the treasurer’s public counter operations after the treasurer presented data showing longer customer wait times at the lobby queuing system compared with the same date in 2024. County Treasurer Annette Brant said staff have expanded training, brought more transactions online and plan to use the new Concourse facility to ease lobby crowding, but board members pushed for an independent strengths-weaknesses-opportunities-threats review to identify immediate fixes and whether the current queuing platform should be replaced. Brant told the panel the office had taken several steps to improve customer service and that staff morale and training have substantially improved, but that turnover and new software conversions (including South Dakota’s 605 Drive title system) had increased back-office workloads and transient training needs. Commissioners said they were hearing frequent constituent complaints about long waits, gave examples of customers waiting hours, and asked for objective analysis that could identify staffing, software and process changes — including how to split quick transactions from longer ones, accessibility for seniors and consistent staff training. Commissioners directed Human Resources, county risk/operations staff and the county IT and administration offices to work with the treasurer’s office on a workflow review and to return recommendations. Brant said she would welcome assistance with public-facing materials and education, and the commission agreed staff would first gather the workflow data and then evaluate options — including possible changes to the queuing system before the current contract term ends in early 2027.