NOVEMBER 17, 2009

Evolving branch structure emphasizes service, efficiency

Secretary of State Terri Lynn Land is continuing her successful Branch Office Modernization Program to deliver quality service that recognizes changing customer trends and Michigan's fiscal realities.

Land is creating additional PLUS offices and another SUPER!Center so more customers have access to enhanced services such as expanded Wednesday hours, payment with Discover and MasterCard at the counter, instant vehicle titles and Self-Service Stations for immediate license plate tab renewals. SUPER!Centers offer the extremely popular Saturday hours as well.

"We always have our eye toward the future," Land said. "Customer trends continue to evolve and we're keeping pace. We are proactively managing our limited resources so we can provide quality services while operating in Michigan's current budget climate. Fortunately, our modernization program provides us with a proven blueprint for success."

Factors such as statewide population shifts and surging customer enthusiasm for doing business online compel the department to adjust its branch office system for optimal results. For example, there were 2 million fewer branch office transactions in fiscal year 2009 than in fiscal year 2007.

Land aggressively manages her agency's resources to ensure maximum focus on customer service and program efficiency. In addition to taking steps such as consolidating office space and investing in cost-saving technology, she has reduced staffing levels by 20 percent through attrition.

"Our long-range planning and tough decisions are paying off," Land said. "The department is positioned to balance the needs of customers with our state's fiscal realities. Optimizing our use of people, dollars and technology reduces our investments in 'bricks and mortar' facilities while ensuring consistent levels of service. This prudent redirection of resources keeps us at the forefront of innovative service and fiscal responsibility."

Land introduced the modernization program in 2004. It allows the department to offer enhanced services by more effectively targeting its limited resources.

Twenty-two PLUS offices and five SUPER!Centers were created in the initial phase. Additional rollouts have added 16 PLUS offices and another SUPER!Center for a current total of 38 PLUS offices and six SUPER!Centers.

The next round features 10 new PLUS offices and an additional SUPER!Center as well as expansions of certain existing PLUS offices. A list is below:

• Genesee County: The Central Genesee County PLUS Office will be created by consolidating the Flint West and Flint Downtown offices. A new Flint location for the PLUS office will be determined.
• Ingham County: The Capital Area SUPER!Center will be formed by consolidating the East Lansing and Lansing Downtown offices. A location for the SUPER!Center will be determined.
• Jackson County: The Jackson County PLUS Office will relocate to a larger facility once it consolidates with the current Jackson Downtown office. The new location will be determined.
• Livingston County: The Livingston County PLUS Office will be created through consolidations of the Brighton and Howell offices. The new location will be determined.
• Macomb County: The Mount Clemens Downtown office will consolidate into the Shelby Township office, resulting in the Central Macomb County PLUS Office. In addition, the current Southwest Macomb County PLUS Office will expand into a larger location after it consolidates with the current Warren 12 Mile office. The new location will be determined.
• Monroe County: The Monroe County PLUS Office will be created by consolidating the Temperance office into the Monroe office.
• Muskegon County: The Muskegon County PLUS Office will be formed by consolidating the Whitehall and Muskegon offices into a new Muskegon location.
• Oakland County: The South Oakland County PLUS Office will be created by consolidating the Farmington Hills office into the Southfield office.
• Saginaw County: The Saginaw County PLUS Office will be formed by consolidating the Frankenmuth office into the Saginaw Northwest office.
• St. Clair County: The current St. Clair County PLUS Office will expand into a larger location when it consolidates with the Marine City office. The new Port Huron location for the PLUS office will be determined.
• Wayne County: Three PLUS offices will be created. The Detroit Downtown office will consolidate into the Detroit Vernor office to form the Southwest Detroit PLUS Office. The Wyandotte office will consolidate into the Trenton office to form the Downriver Area PLUS Office. In addition, the Highland Park office will consolidate into the Hamtramck office to form the Hamtramck/Highland Park Area PLUS Office.

Some of the projects could begin before year's end though specific time frames have not been established.

Visit www.Michigan.gov/sos for more information on department services and branch office locations.

Related Links
> Branch Office Modernization Statewide 2009 - 2010
> Branch Office Modernization SE Michigan 2009 - 2010
> Branch Office Locator