A U.S. county clerk’s office housing three departments — the Clerk’s Office, the Motor Vehicle Department, and the Recorder’s Office — in a single, compact county building. A walk-in operation serving the public directly, where demand can surge during busy periods and a small building has to absorb everyone who arrives.
Government
How a County Clerk's Office Went from a Friday Call to a Live System in 48 Hours
A U.S. county clerk's office stood up Frontlion's in-person service platform in roughly 48 hours — from a Friday-morning call to a live system on Monday. The lines that wrapped around the building gave way to a virtual queue: residents check in by QR code or text, wait in their car, and get a message when it is their turn, automatically routed to the right one of three departments.
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~48hours
Hours from call to live system
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3
Departments served from one check-in
Who They Are
Customer Snapshot
Departments
3 (Clerk · Motor Vehicle · Recorder)
Check-In
QR code or text
Implementation
~48 hours — fastest on record
The Problem
The Challenge
Three departments sharing one compact building meant three separate lines snaking through the hallways. When COVID arrived, those lines were forced outside — sometimes wrapping around the block. Residents had to know which line belonged to which service before they could even start waiting. Speed was not a nice-to-have; it was the requirement.
- Three separate physical lines — residents had to guess which line to join
- Lines moved outside during COVID, wrapping around the building
- No real-time demand visibility — managers could not adjust capacity on the fly
- No contactless check-in option
The Decision
Why Frontlion?
With lines wrapping around the building and a pandemic forcing the issue, the office needed an in-person service platform it could put to work in days, not months. Frontlion could be live within a weekend, handle three departments from one check-in, and enable contactless QR and text check-in with two-way SMS.
Speed to Value
Live within a single weekend — a Friday-morning call to a Monday go-live.
Multi-Department Routing
Three separate lines replaced by one check-in that routes each resident to the right department automatically.
Contactless Check-In
QR code and text check-in — residents wait in their car and return when called.
Two-Way SMS
Staff can answer residents' questions via text before they reach the counter, reducing service times.
How It Works
The Solution
Frontlion deployed its in-person service platform over a single weekend — replacing three building lines with one contactless, automatically routed resident experience. Residents join the virtual line by QR code or text, wait wherever they are comfortable, and get a message when it’s their turn.
Deployment
How the Rollout Worked
1
Friday Morning
2
Friday Afternoon
3
Monday — Live
Impact
Operational Challenges Solved & Results
Frontlion went from a Friday-morning call to a live system by Monday — roughly 48 hours and the fastest implementation on record. The lines that had wrapped around the building disappeared. Residents now wait in comfort and are routed to the right of three departments automatically from one check-in.
~48 hrs
Hours to Go-Live
From a Friday-morning call to a live system by Monday — the fastest implementation on record.
3 depts
Departments from One Check-In
Three separate department lines replaced by one check-in that routes each resident automatically.
✓
Lines Eliminated
The hallway and around-the-block lines have nowhere to form — residents wait in their car or wherever they choose.
✓
Real-Time Visibility
Leaders see wait times and service demand as they develop, adjusting capacity in the moment.