Revolutionizing Senior Services: How Harford County Cut Registration Time by 80% with CivicPlus’ Recreation Management

Bringing Convenience and Accessibility to Senior Residents

Harford County’s Senior Center Division, managed by Suzanne Streeter, serves a vibrant community of older adults who are eager to stay engaged through various recreational programs. With four class sessions per year and up to 140 classes offered every 10 weeks, the demand for these programs was high. However, the manual, in-person registration process created significant bottlenecks, making it difficult for both residents and staff to efficiently enroll participants. The county needed a solution that would provide seniors with an easy, accessible way to register while also freeing up staff time to focus on enriching experiences and personalized support for their community.

The Challenge: Long Lines and Overwhelmed Seniors

Prior to implementing CivicPlus Recreation Management, class registration at Harford County’s Senior Centers was a logistical challenge. On the first day of registration, seniors would line up as early as 6:00 AM, often braving extreme weather conditions, just to secure a spot. Staff had to manually process registrations, collect payments, and track enrollments across multiple locations. This system required 8–10 employees and 4–5 volunteers to work three full days, plus several hours a day for the following three weeks. The cumbersome process not only strained staff resources but also led to long wait times and resident frustration.

Compounding the issue, the county previously attempted an online registration system, but it lacked a user-friendly interface and created additional headaches for seniors unfamiliar with digital platforms. Harford County needed a solution that was intuitive, reliable, and efficient.

The Solution: Streamlining Registration with CivicPlus Recreation Management

Harford County turned to CivicPlus Recreation Management after seeing how it had been successfully implemented by the county’s Parks and Recreation Department. The platform offered a seamless, user-friendly online registration system tailored to the needs of senior residents.

With after implementing the CivicPlus solution, seniors could now register for classes from the comfort of their homes, eliminating long wait times and the need to stand in line. For those who still required assistance, the process was significantly simplified. Instead of manually filling out forms and waiting for in-person processing, seniors could visit a center, where staff quickly completed their registration online.

The software’s automation features further improved efficiency. Staff could now send mass emails to participants, providing reminders about class start dates, schedule changes, and emergency closures—all within minutes. The program rollover feature allowed the department to replicate schedules with ease, and automated reporting tools streamlined instructor payroll calculations.

The Impact: 80% Online Registration and 80% Reduction in Administrative Time

The transition to CivicPlus Recreation Management led to remarkable improvements in efficiency and user experience:

• 80% of seniors are now registering online, significantly reducing in-person traffic and long wait times.
• Administrative workload dropped by 80%, saving staff significant time.
• Refund processing, which previously required multiple staff approvals and email requests, now takes minutes with just one person handling transactions.
• Staff who previously spent days processing registrations can now dedicate more time to planning future programs, assisting seniors with daily activities, and ensuring the smooth operation of the centers.

Looking Ahead: Continuous Improvement and Expansion

While CivicPlus Recreation Management has already transformed Harford County’s senior center operations, there is still room for growth. The county is exploring ways to expand the system’s capabilities to manage other activities, such as their meal program.

Harford County’s journey with CivicPlus demonstrates the power of technology in making government services more efficient, accessible, and user-friendly. By embracing digital transformation, the county has enhanced the senior experience while ensuring staff can focus on providing enriching programs that keep their community engaged and active.