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Using Automation To Transform The Lobby

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There is no question that client service has improved significantly for a number of reasons: the availability of good management information, the effective administrative management of daily scheduling, an automated notification process, an escalation process to avoid lengthy client wait times, and the tracking of client services after kiosk check-in. The agency's Information Systems Department also developed a specialized background desktop application that tracks each user's terminal emulation activity, allowing automatic upload of tracking information to the Compass Appointments System, thereby achieving near-real-time data extraction of case information from the state welfare system.

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