Challenge
When Montgomery County, Pennsylvania government offices had to close in March 2020 due to the COVID-19 pandemic, the busy Domestic Relations Section, 38th Judicial District needed to find a solution to provide client services without in-person contact.
“Never in a million years did we think our office could work remotely,” said Deputy Director Andrew Henderson. “We didn’t think it was something we ever wanted to dive into, but we were forced into that situation.
Henderson wanted an accessible digital solution where info could be shared almost instantaneously while adhering to COVID-19 safety precautions.
Solution
The Lexmark MFP Kiosk for Government was selected as a cost-effective, secure, and safe way to provide services while most staff were working remotely.
“We had to totally shut down a predominantly in-person office that served 400-500 people a day, said Henderson. “Within 48 hours, we were able to pivot and have our office operational at a remote capacity.”
With a Lexmark MFP kiosk installed in the lobby, clients could safely complete transactions without any in-person contact. Capture technology on the MFP allows users to answer questions on the screen and securely scan personal and sensitive documentation. The information immediately goes to the employee who needs it, even if they are working remotely – simplifying workflow and speeding response time.
Results
“It almost mimics the in-office experience, but without that in-person interaction, said Henderson. “One kiosk has handled the workload and bridged the technology gap made evident by the pandemic.”
In addition, information and forms stored directly on the device can be accessed and printed, allowing constituents to get the directions, instructions and documents they need.