QLESS MIGRATION

Building a Countywide Workflow Using the W Planning Model

Overview

Montgomery County DHHS needed a unified way to manage walk‑ins, appointments, and virtual clients across multiple service sites. The department adopted the W Planning Model to align leadership goals with staff‑driven planning and ensure a smooth rollout of the QLess platform.

The Challenge

DHHS locations were using different check‑in processes, causing long waits, inconsistent client experiences, and little visibility into daily operations. Before implementing QLess, the County needed a shared plan that balanced countywide standards with frontline realities.