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Rochester introduces Queue Management System to avoid lines

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Due to COVID-19, customers in line for city services have been queueing outside the Revenue Building for the past several months. Now, with cold weather approaching, the City of Rochester wants to change the way customers wait in line.

“The City of Rochester is excited to launch Q-less, a “Queue Management System” at the Revenue Building on Wakefield Street,” said Katie Ambrose, Deputy City Manager & Director of Finance & Administration. “Q-Less will provide customers the option to schedule an appointment or join a virtual line for in-person Tax and Assessing services.”

“Starting December 14th, customers can schedule an appointment for motor vehicle transactions and assessing services. Walk-in services will still be available,” said Ambrose.

During the initial stages, the City is planning to have the service available for auto registration and assessing services. There are plans to expand the number of services at a later date. 

Eventually, the city staff would like to incorporate other services such as utility and property tax payments during the second phase of the program.

“Utilizing the Q-less platform will help to reduce lines and wait times, providing added convenience and an improved experience,” said Ambrose. “Customers can schedule an appointment or join a virtual queue on our website, via text or app, then go about their day until it’s time to arrive on site.”

Residents can join a virtual line by entering their cell phone number to receive text notifications of when they will be served or by entering their name. The app is available on Google Play and the App Store.

Ambrose knows that customers have other obligations and hopes that this service will allow them to better manage their time in order to avoid physically waiting in line. “COVID-19 has forced us to queue outside the building and Q-less will help customers stay safe and avoid waiting in the cold.”

The service goes live on December 14th. Customers can download the Q-less app from the city’s website or text “City of Rochester” to (207) 600-1549. 

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