A major U.S. county tax assessor-collector serving residents across a wide range of public services. It assists roughly 22,000 residents a month across seven office areas, covering vehicle registration, voter registration, property-tax payment, court fines and fees, and beverage-license payments. Each office is equipped with floor-standing self-service kiosks, large waiting-area monitors, and media players. A Frontlion customer since February 16, 2022.
Government
How a Major County Tax Office Organizes ~22,000 Resident Visits a Month Across Five Services
A major U.S. county tax office runs roughly 22,000 resident visits a month across seven office areas and five different services on Frontlion's in-person service platform — combining virtual queuing, appointment scheduling, and self-service kiosks so residents check in once and are routed to the right service.
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~22K
Residents assisted each month
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7
Office areas on one platform
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5
Services managed in one flow
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4yrs
As a customer
Who They Are
Customer Snapshot
Monthly Volume
~22,000 residents/month
Office Areas
7 office areas
Services
5 distinct services
Customer Since
February 16, 2022
The Problem
The Challenge
The same set of offices has to receive a resident renewing a vehicle registration, another registering to vote, another paying property taxes, another resolving court fines and fees, and another paying for a beverage license — often at the same time. With roughly 22,000 residents arriving each month across multiple office areas, the core problem is organizing high volume across many different services without congestion or misdirection.
- Five very different services sharing the same waiting areas — residents unsure which line to join
- Walk-in volume and scheduled appointments competing for the same counter
- No self-service intake — residents depended on a clerk simply to get in line
- No structured visibility into demand across services and office areas
The Decision
Why Frontlion?
The office needed a platform that could handle scale, breadth, and self-service at once. Frontlion fit on all three: multi-service routing across seven office areas, virtual queuing and appointment scheduling in one system, and self-service intake at scale via floor-standing kiosks with 19-inch touchscreens and thermal printers.
Multi-Service Routing
Residents indicate why they have come and are organized accordingly — one intake handles five different reasons for visiting.
Appointments + Walk-Ins
Booked appointments and walk-in demand managed together in a single platform — neither overwhelms the other.
Self-Service Kiosks
Floor-standing kiosks (19-inch touchscreen, thermal printers) at every office — residents check in themselves.
Demand Dashboards
Dashboards and reporting give leaders a view of how ~22,000 monthly visits break down across services and offices.
How It Works
The Solution
Frontlion deployed its in-person service platform across seven of the office’s service areas — giving a high-volume, multi-service county tax operation one consistent way to receive, route, and serve residents.
Deployment
How the Rollout Worked
1
Kiosk Deployment
2
Service Routing Configured
3
Reporting Activated
Impact
Results
Roughly 22,000 residents a month now check in at a self-service kiosk, indicate which of five services they need, and are routed accordingly across seven office areas — with booked appointments and walk-ins managed in the same flow. The office gained self-directed intake, structured demand visibility, and a consistent resident experience across all locations.
~22K /month
Residents Served Monthly
Roughly 22,000 residents assisted each month — all received and routed through one platform.
5 services
Services in One Flow
Five different services managed in a single check-in flow — residents no longer have to guess which line to join.
7 areas
Office Areas Standardized
Seven office areas standardized on one consistent resident experience.
✓
Data-Driven Management
Dashboards and reporting give leaders structured visibility into demand across all services and locations.