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Land continues office modernization drive
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:
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.
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