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U.S. Army Europe Registry of Motor Vehicles at Sembach Kaserne is introducing a new virtual queue that will allow customers to stand in line via a cellphone.
The virtual queue program begins Nov. 1. It will allow patrons to scan a QR code or visit a website to get into a virtual line rather than standing in a physical line outside of the military DMV building.
“The goal of this program is to give customers the freedom to check-in to our queue and be able to go grab a cup of coffee from the Java or take care of other tasks on Sembach,” said Victor Baez-An, Sembach Registry of Motor Vehicles operations manager. “We are introducing this program as a tool for people to be able to see their wait times and to know if we are full for the day.”
Leading up to the official start date, the vehicle registration office will intermittently use the program to provide training to its staff members.
This may cause some delays and confusion for those who are needing assistance leading up to its start.
“Please have patience over the next week as we train and become familiar with the new system,” said William Paquin, Sembach vehicle registration policy advisor. “We want to make sure when this officially starts the program operates smoothly and allows for a great customer service experience.”
The process for getting a spot in the queue is simple, at the facility use your smartphone to scan the QR code. You will be prompted to give your name, phone number and reason for the visit. When complete, do not close the web browser.
“Once we are within five numbers of assisting the customer they will receive a notification in their browser and, depending on your phone make and model, a SMS text to make your way to the front of the building,” said Michael McFarland, Sembach Registry of Motor Vehicles senior vehicle registration specialist. “Once they are at the door, the customer will see a monitor through the glass, the individual will watch that screen and when their number is called they can proceed to the service counter.”
This new program will give customers better wait time estimations and to see if there is still availability for the day.
“While you can technically check-in from the comfort of your home, you will need to be present when your number is called or you will forfeit your place in line,” said Baez-An. “If you are checking-in for a spot first thing in the morning, you will need to be present at our office. If you are not there we will go on to the next customer.
“You will also need to be in the area once you have a spot in virtual queue,” continued Baez-An. “This program is designed to place you in a line and is not an appointment so we can’t predict the exact time for being seen as the wait time will change depending on manning and services being conducted at the counter.”
During a typical day, the staff, on average, can assist approximately 10 customers with registration-type transactions in between accomplishing their primary duties.
“We want to help as many people as we can but as a headquarters that processes all vehicle transactions in USAREUR-AF, this isn’t our primary duty,” explained Baez-An. “We recognized a need in the community which we are uniquely able to assist with and we want to make sure we have the best customer service.”
Baez-An said like all things with technology, there can be glitches, like no cellphone service or perhaps the customer doesn’t own a smart phone.
“In case someone has problems with the system they can come to our service counter and we will manually check the person into the system, but they will then need to monitor their place in line on the television screen,” said McFarland.
The virtual queue will be open during normal business hours and, like the usual line, there will still be a limited amount of people they can help in a single day.
“We cannot predict the needs of each person,” said Baez-An. “We will monitor the queue to make sure everyone in line will be helped but, at some point, we will shut down the queue once we have hit capacity. The goal here is to be transparent with our customers and provide better customer service.”
To access the virtual wait customers can scan the QR code once they arrive at USAREUR-AF Registry of Motor Vehicles.
For additional information, contact the Sembach office at
542-2004.
