A Case Study on the 45th FSS ID Card Office
Since 2021, Alluvionic has been a trusted partner to the U.S. Space Force. From modernizing rocket launch checklists in a globally recognized project, named a finalist for PMI’s Project of the Year, to implementing base-wide communication systems critical for emergency response, Alluvionic has consistently delivered innovative solutions to complex challenges.
This partnership is grounded in a shared commitment to innovation. As the newest branch of the military, the Space Force was built for speed, adaptability, and digital-first thinking.
Most recently, Alluvionic brought that mindset to a new challenge: improving operations at the ID card office. What started as a routine systems issue turned into an opportunity to reduce wait times, simplify the process, and improve the experience for service members and staff alike.
The Challenge
The 45th Force Support Squadron faced growing frustration from long wait times and crowded lobbies at the ID card office, where customers routinely waited 1–1.5 hours, only to be turned away due to missing documents. These repeated visits caused frustration and decreased the office’s ability to serve others efficiently. To address this, the squadron sought a streamlined process to reduce wait times, improve document awareness before arrival, and include a real-time notification system to ease uncertainty and improve the overall experience.
The Solution
With a clear understanding of the challenges, the Space Force turned to industry for solutions, and Alluvionic responded with a tailored, mission-ready approach. Following a comprehensive market analysis, Alluvionic identified WaitWell as the ideal off-the-shelf software to address their needs. WaitWell is a digital queue management system that allows customers to check in remotely, receive real-time updates on their place in line, and be notified when it’s their turn.
The process began with a gap analysis to align the client’s requirements with WaitWell’s capabilities, followed by implementation and hands-on training for key personnel. The project was completed within a few months and saw immediate results. With a seamless implementation process, there was no disruption to daily operations.
The Results
Results were clear on day one, and efficiency continued to improve over time, transforming the customer experience. Within the first two weeks, the team saw:
- Increased Service Capacity: WaitWell enabled the ID Card Office to serve 124 customers on its first post-implementation Walk-In Wednesday, up from 80 previously.
- Reduced Morning Registration Time: Registration times were slashed from two hours to just 15 minutes, thanks to pre-registration capabilities.
- Improved Customer Experience: Enhanced transparency allowed customers to keep their place in line while exploring other services, improving satisfaction.
- Resource Optimization: Volunteers shifted from peak registration tasks to other critical functions, optimizing the team’s efficiency.
- Reduced Wait Times: Average wait times dropped from 180 minutes to 82 minutes within two weeks.
The implementation of WaitWell revolutionized service operations, creating a smoother workflow, happier customers, and more engaged team members.
The Alluvionic Difference
With Alluvionic’s expertise in project management, software implementation, and process improvement, the project was an example of how digital transformation delivers measurable results. This transformation reflects more than upgraded tech or shorter wait times. It showcases the 45th Force Support Squadron’s unwavering commitment to service. Their team recognized the frustrations customers were facing and took action to fix it, not just for efficiency’s sake, but to truly improve people’s day-to-day experience.
By embracing new tools and a customer-first mindset, the squadron created a smoother process that honors people’s time and reduces stress.
Jason Souza, Alluvionic’s Chief Growth Officer and a military veteran himself, expressed pride in his team’s work: “The military community at Patrick Space Force Base can now focus on their missions, their work, and their lives instead of spending time in crowded lobbies or making repeat trips. Every step we take to make life easier for our clients and their communities is a win in my book”.
With Alluvionic’s support, the 45th FSS turned a challenge into a win for everyone who walks through their doors.
As an 8(a) woman-owned small business, Alluvionic proudly partners with organizations who truly want to make a difference. Our clients include the U.S. Space Force, Google, NASA, Leonardo DRS, and other government and industry organizations.
Learn more at www.Alluvionic.com.
