Secretary of State
APRIL 4, 2014
Don't want to wait in person? New 'virtual wait' system
allows SOS customers to call or go online to get in line
LANSING – The MI-TIME Line pilot program has expanded to two additional southeast Michigan offices, meaning thousands more customers each day can schedule appointments and get in line from a home computer, with a phone call or via text message, Secretary of State Ruth Johnson announced today.
The Clinton Township SUPER!Center at 37015 S. Gratiot Ave. and the South Oakland County PLUS Office at 25263 Telegraph Road in Southfield now offer the innovative customer-service technology. Ten of the busiest Secretary of State offices are piloting MI-TIME Line to reduce lines and give customers greater convenience.
MI-TIME Line will call or send a text message when the customer is about to be called to the counter, allowing them to avoid waiting in the office. Customers who don't have a mobile phone can stop by the office, check in at a special kiosk and head out of the office to run errands while they wait. People who get in line with a computer or phone don't need to get a paper ticket.
"As customers, your time is important and MI-TIME Line will revolutionize your visit to the Secretary of State's Office," Johnson said. "Get in line online and arrive at the office just in time. In the meantime, you can go shopping, run errands or whatever you want to do. We'll let you know when it's almost your turn."
To get in line at the Clinton Township SUPER!Center from anywhere, customers may call 586-649-3787 or text "clintonsos" to 586-486-3999. For the South Oakland County PLUS office in Southfield, call 248-213-8756 or text "soaklandsos" to 248-304-7907.
SUPER!Centers in Flint, Lansing, Detroit, Pontiac and Livonia and PLUS offices in Troy and Taylor already offer the service, which has been well received by customers. Another helpful feature of the service is that it allows greater customer feedback.
"The line management system was awesome. Great to get in line from wherever I'm at and get updated by text about the line progress," said a MI-TIME Line customer at the Livonia SUPER!Center. "I also like the ability to request more time with a simple text reply."
MI-TIME Line will debut in its final pilot location next week in Grand Rapids. The system is being installed in ten of the state's largest and busiest offices.
To offer this cutting-edge customer-service technology, the Secretary of State's Office partnered with United States-based QLess, whose line-management service has been successfully used by other driver and motor vehicle agencies, amusement parks, shopping malls, and health care and educational facilities to reduce wait times.
"We are excited to have our service used in the busiest Michigan Secretary of State offices," said QLess CEO and Founder Alex Bäcker. "We look forward to saving Michigan residents' time and making their visits to a Secretary of State office more enjoyable."
The new technology is the latest in Johnson's efforts to improve customer service. In 2011, she launched www.ExpressSOS to offer some of the department's most popular services online. As part of ExpressSOS.com, customers can use the special Print-and-Go service that allows customers to print off a proof of purchase for tabs to carry until their tabs arrive in the mail.
To find Secretary of State office locations and services, visit www.michigan.gov/sos. Sign up for the official Secretary of State Twitter feed at www.twitter.com/michsos and Facebook updates at www.facebook.com/michiganSoS. Online services are available at www.expresssos.com.
Customers may call the Department of State Information Center to speak to a customer-service representative at 888-SOS-MICH (767-6424).
For media questions, please call
Gisgie Dávila Gendreau at 517-373-2520