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Applicants unsure of the next step
After intake, applicants often do not know whether plan review or payment comes next.
Qmatic in Texas
Permitting office queue management in Texas for multi-step visits
Qmatic guides applicants through intake, plan review and payment in one visit. Appointments, queues and remote consultations work together, so applicants meet the right reviewer.
- Journey management that routes applicants between several service points in one visit
- Appointments matched to the right staff member by skills
- Queues sorted by service type
- Virtual meetings by video, integrated with Microsoft Teams, Zoom and Webex
Who this is for in Texas
For fast-growing cities with busy development counters
Fast-growing Texas cities run permitting, building and development services departments where one visit often involves several steps: intake, plan review with the right reviewer and payment. Qmatic helps these departments manage the whole visit, not only the first counter.
- Permitting, building and development services departments with a strong need for multi-step journeys
- Large metro areas such as Houston, Dallas–Fort Worth, San Antonio and Austin, with multi-site, high-load operations
- County offices that handle related records and filings at public counters
- CX teams who want one view of applicant flow
Explore: Government queue management | Virtual queuing | Texas state hub
The wrong reviewer, or none available
A plan review needs a specific reviewer. Without scheduling by skill, applicants wait for someone who may not be in.
One queue for every request
Quick questions and complex submissions share one line, and staff cannot sort them by service type.
Return trips for simple questions
Some consultations do not need an in-person visit.
How the solution works
One journey from intake to payment
Qmatic follows the applicant through every service point and keeps staff and applicants informed.
- Book the right visit: Applicants book online for a service and, where needed, a reviewer with the right skills.
- Check in and join the queue: They check in at a kiosk, on their phone or at reception, and the queue sorts by service type.
- Move between steps: Journey management routes them from intake to plan review to payment.
- Meet in person or by video: Consultations can also run as virtual meetings, and dashboards show where time is spent.
Journey management
Applicants move between several service points in one visit.
Appointment booking with the right reviewer
Building permits appointment scheduling in Texas lets applicants book a time with the right staff member, with confirmations and reminders.
Queues by service type
Segmentation and prioritization separate quick questions from complex submissions.
Virtual meetings
Remote consultations run by video and work with Microsoft Teams, Zoom and Webex.
Experience reporting
Software that improves the customer experience of plan review in Texas needs data. Dashboards show wait time, service time and location performance.
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Proof and outcomes
What permitting departments typically gain
- Applicants who know their next step
- Plan review appointments with the right reviewer
- Fewer in-person trips for questions a video call can answer
- Clear data on where applicants wait
Qmatic was founded in 1981 and has more than 40 years of experience in queue management. Its systems manage over 2 billion customer journeys every year, on more than 65,000 systems, in over 120 countries. Public services are a core sector, and Qmatic has a US office in Atlanta.