Bringing Real-Time Digital Signage to a Community

A Case Study with a large Midwestern metropolis & Inova Solutions

The Challenge

A large city in the midwest with a population of more than 500,000 has a small call center located in the courthouse which handles the receipt of fines and court fees. The center had a text-based LED system, but wanted to expand the real-time visual displays into the courthouse lobby. Expanding the system meant the city needed a new vendor with a solution that could integrate multiple data sources, provide a robust scheduling tool, and display information in an attractive and eye-catching way to both internal employees and courthouse visitors.

The Solution

The city turned to Inova Solutions to replace the old LED system with updated LCD digital signage. The new digital signage system with real-time reporting capabilities displayed call center metrics, such as average speed of answer and calls waiting, for five queues in the courthouse call center. This change allowed supervisors to quickly address agent shortages and more efficiently handle calls since everyone in the center became aware of changing business conditions.

Expanding the digital signage system to the courthouse lobby increased visitor awareness of courtroom schedules and knowledge of how to pay fines. Inova LightLink® middleware's ability to link multiple data sources allowed this large metropolis to display vital courtroom information— such as who is appearing in each courtroom and what time each courtroom is in session— alongside instructions on how to pay fines and other relevant courthouse information. Thanks to the digital signage displays, "courthouse visitors know how to pay a fine, check-in for court, what courtroom to go to, and when to be there," said the system administrator and a member of the Network/Telecommunications team.

The Results

The city is very satisfied with their real-time reporting and digital signage solution. Call center supervisors and agents can see what's happening in the center with just a quick glance at the digital displays. When courtroom schedules change, the displays are quickly and easily updated to keep visitors informed.

"Citizen comments have been positive about the new displays and internal staff cannot live without them," said the system administrator.

The city has found its digital signage solution to be so effective that it plans to expand the system to other city offices later this year. The city water department plans to use the displays for call stats and agent engagement and the courthouse plans to move to a new digital court system, which will allow further expansion of the Inova system.