The revenue collections office of a major U.S. city government, part of its Department of Finance. The office serves residents who come in to pay tickets, bills, liens, and other municipal obligations. It handles roughly 800 visits a month at a single downtown location across two service areas: cashiering and the lien and delinquent-accounts office.
Government
How a Major U.S. City Modernized Citizen Service in Its Revenue Offices and Retired the Bell
A major U.S. city government replaced manual, ad hoc citizen check-in across its revenue collections offices with Frontlion's in-person service platform, giving residents a digital, self-service way to be seen and giving the city organized service flow, staff alerts, and operational visibility it never had before.
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800+
Residents served monthly
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2
Service areas standardized
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4+
Customer tenure
What Leaders Say
Who They Are
Customer Snapshot
Location
Single downtown office
Monthly Volume
~800 residents/month
Service Areas
Cashiering · Lien & Delinquent Accounts
The Problem
The Challenge
Before Frontlion, one service area relied on a literal bell to call residents, while the other used an aging button-and-display call system that was breaking down. Neither gave residents visibility into the wait, and neither gave the city a record of who had come in, what they came for, how long they waited, or who served them.
- A literal bell used to call residents — unprofessional and disorganized during peak periods
- Aging button-and-display system breaking down in cashiering
- No structured data on demand — no record of visits, wait times, or staff performance
- No way to alert staff when a resident arrived for a sensitive matter such as a lien
The Decision
Why Frontlion?
The city already had a relationship with Frontlion and a working deployment in its delinquent-accounts office. When leadership set out to modernize, the platform was the natural foundation to standardize on — meeting two needs with one system: eliminating manual bell-driven processes and replacing aging call-system equipment.
Replace Manual Processes
Eliminated the bell and manual name-calling — residents check in digitally and are called to service on a clear, modern system.
Modern Call System
Replaced the aging button-and-display unit with a monitor and digital call system.
Staff Alerts
Advanced routing rules automatically notify staff and managers when a resident checks in for sensitive matters like liens.
Easy Administration
User-friendly enough for non-technical staff to administer in-house without a vendor help desk.
How It Works
The Solution
Frontlion deployed its in-person service platform across the city’s revenue offices, giving two different service areas one consistent, modern way to receive and serve residents — from self-service check-in to visit routing to operational reporting.
Deployment
How the Rollout Worked
1
Lien Department First
2
Cashiering Modernization
3
Kiosk Refresh
Impact
Operational Challenges Solved & Results
The core operational change is the move from manual, improvised service to a single, organized, digital flow across both revenue service areas. The bell is gone, the aging call system is replaced, and the office now serves over 800 residents a month through the platform — all captured as structured service activity rather than uncounted foot traffic.
✓
Bell Retired
Residents check in digitally and are called to service on a modern system — the bell is gone.
✓
Staff Alerts Active
Advanced routing rules notify staff automatically when a resident arrives for a lien or property tax matter.
✓
Visit Data Captured
Management uses reporting to monitor productivity and see how work is distributed across the team.
✓
Easy In-House Admin
Platform administered in-house; non-technical staff trainable quickly; updates run outside business hours.