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.
Client
Montgomery County DHHS
Service
Software Modernization
Industry
Technology
Year
2025
Process
What We Did (Using the W Planning Model)
Context (Leadership)
Defined system goals: reduce lobby traffic, standardize client intake, and support hybrid service delivery.
Plans (Teams)
Frontline teams mapped real workflows and drafted queue structures, appointment rules, signage needs, and training requirements.
Integration (Leadership)
County leadership merged all proposals into one coordinated rollout plan, resolving conflicts in process, staffing, and timeline.
Buy‑In (Teams)
Sites validated the integrated plan, finalized SOPs, and led pilot testing before expansion to additional locations.
Outcome
DHHS now operates on a standardized QLess workflow across sites, cutting lobby congestion and improving visibility into wait times and service volumes. The W Planning Model ensured countywide alignment without losing frontline ownership, enabling faster adoption and a clearer path to future expansion.
