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WaitWell has been a hit with OMV FastPass staff, customers, and admin. From bird’s-eye visibility into service operations across multiple locations to actionable staff performance data, smart routing to correctly credentialed or bilingual staff, and better automated customer communications.
FastPass Louisiana operates four public tag agency locations across the state of Louisiana. As a state-authorized private provider, FastPass can process approximately 80-85 % of all transactions handled by the Louisiana Office of Motor Vehicles (OMV) – including driver’s license renewals, vehicle registrations, address changes, and out-of-state license processing.
FastPass Louisiana
May 2026
Government / Motor Vehicle Services
With four offices located 1 – 2.5 hours apart, Director of Operations & Govt Affairs, Jill Gabourel, needed a way to manage queues, track staff performance, communicate with customers, and maintain operational oversight, all without being physically present at each location. She implemented WaitWell to solve these challenges across all four offices.
“As our Google reviews increased, we only recognized our employees for excellent reviews; unfortunately, the company did not allow for a reward system for positive reviews. The positive reviews were posted on Social Media accounts and internally by management.”
Jill Gabourel
Former Director of Operations and Govt Affairs, OMV FastPass Louisiana
Managing four public tag agency offices across Louisiana came with major logistical and operational hurdles. Jill explained that her offices were “anywhere from one hour to two, two and a half hours away” from where she was located, which made oversight difficult and time‑consuming. She needed a better way to stay connected to day‑to‑day operations across multiple cities.
At the same time, Louisiana’s legacy motor vehicle system was showing its age. Jill described it as “about 60 to 65 years old” and said that during the Real ID deadline, “the system was going down four out of eight hours every single day” because it could not handle the statewide volume. Lines were backed up, and customers were frustrated while staff did their best to keep transactions moving.
Certain services were especially challenging. Out‑of‑state license transfers, for example, could take up to 45 minutes and require the assistance of OMV headquarters. Only a few specially credentialed staff members were authorized to perform these transactions, complicating scheduling and creating heavy workloads during peak times across her four offices.
FastPass implemented WaitWell across all four FastPass locations, using the platform’s queue management, reporting, internal notes, appointment booking, and SMS communication tools to transform how the business operates.
WaitWell’s live dashboard gave Jill visibility into every queue at every location from a single screen. She kept it open throughout the day to monitor who was in line, which staff members were active, and how each office was performing, without making a single phone call.
“Every hour I was checking – where they’re at, who they have in their line, who they have in their queue.”
– Jill Gabourel, Former Director of Operations and Govt Affairs, OMV FastPass Louisiana
WaitWell’s reporting showed exactly how long each team member spent with each customer. When a 20-minute transaction appeared as 50 minutes, Jill could pull the file and have a targeted conversation: was it a genuinely complex case, or a training gap? This precision transformed FastPass’s staff development program, allowing management to coach by transaction type and individual rather than relying on general observation.
WaitWell allowed FastPass to restrict certain appointment types to only the staff members credentialed to handle them. For complex out-of-state transfers, calendar blocks ensured the right agents were available. Jill also configured color-coded transaction categories, with driver’s licenses, vehicle registrations, and notary-only appointments each assigned their own color, so notaries could immediately identify and serve customers who only needed a quick document stamp, without those customers waiting behind longer transactions.
“When they found out I could color-code the transactions, the team absolutely loved that. My notaries know to pull those transactions first, so that customer isn’t sitting in a long line when all they need is a notary.”
– Jill Gabourel, Former Director of Operations and Govt Affairs, OMV FastPass Louisiana
During the Real ID deadline rush, FastPass used WaitWell’s SMS tools to check customers in virtually, send them to nearby shops and restaurants while they waited, and notify them by text when it was their turn. When an unexpected 11-inch snowstorm closed locations, Jill sent a single mass SMS to all scheduled appointments within minutes. The notes feature also allowed staff to triage customers before they reached the counter, flagging missing documents early so agents could prepare customers in advance.
“We were able to send a mass communication to all of our appointments and say: due to the snowstorm, we are closed today. We could communicate to everyone through WaitWell and tell them we needed to reschedule.”
– Jill Gabourel, Former Director of Operations & Govt Affairs, OMV FastPass Louisiana
OMV FastPass has found WaitWell’s support team to be highly responsive and easy to work with. Questions get answered quickly, and the team takes a collaborative approach – working alongside staff rather than simply providing scripted responses.
“Anytime I have a problem or a question, anything at all, within 30 minutes, I’m getting a response, and someone is working through it with me. WaitWell has the best staff.” – Jill Gabourel, Former Director of Operations & Govt Affairs, OMV FastPass Louisiana
For a high-volume, multi-location operation, having a support partner who treats every request with urgency has made a real difference.
Since implementing WaitWell, FastPass Louisiana has seen improvements across every dimension of its operations:
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