Secretary Land visits Dearborn Heights-Redford, Dearborn, Taylor, Inkster, and Wayne branch offices

June 3, 2003


Secretary of State Terri Lynn Land has definite ideas about improving customer service, and spent the day sharing her thoughts during a visit to area branch offices.


Land met with employees and the public at the Dearborn Heights-Redford, Dearborn, Taylor, Inkster, and Wayne offices. She offered her own ideas - and listened to those of others - regarding ways in which the Department of State can better serve Michigan residents. Beefing up the department's menu of online services to enhance customer convenience is one of Land's priorities.


"My staff and I are public servants," Land said. "We're here to address customers' needs in the most prompt, courteous and effective ways possible. While shrinking state revenue can make that difficult, I believe that we can meet these challenges by being creative and using technology. Personally engaging with employees and the public lets great ideas rise to the top. We'll be a smarter, faster and more innovative Department of State because of it."


Land has committed to visit all 173 Secretary of State branch offices this year. She already has been to more than 100 branches since taking office in January.


Land is a strong advocate of using Internet technology to improve customer convenience and staff efficiency. Her new campaign "Skip the trip! Save time, Renew online!" creates awareness of services available via the Internet. As part of that effort, Land recently asked that outdated branch office signs still bearing her predecessor's name be modified to incorporate the department Web site, Only signs in disrepair will be replaced entirely.


She also is exploring ways to improve service for those visiting branch offices. Possibilities include extending office hours and offering Saturday morning hours in select locations; expanding the use of credit-card transactions to include branch office services; overcoming language barriers by posting multilingual signs in offices that help people understand what information they must bring to conduct business; and improving office accessibility by working to repair pavement in parking lots, improve lighting, and providing timely snow removal.


The Secretary commended area employees for their performance and pointed out the tremendous volume of work handled in each branch office.


Last year, the Dearborn Heights-Redford office processed nearly 158,000 transactions, the Dearborn office processed close to 168,000 transactions, the Taylor office processed nearly 136,500 transactions, the Inkster office processed almost 155,500 transactions, while the Wayne office processed over 97,000 transactions.