Secretary of State
The data shows that customers prefer the new system of operations, and this has been verified by the countless customers who have told us they prefer appointment only operations.
Between January and March of this year, customers conducted more than 60% of their transactions online, by mail, or at one of our new self-service stations. Meanwhile, our department continued to operate busy offices, but in a predictable, orderly manner that improved the experience for everyone.
Each month, we scheduled more than 330,000 appointments and conducted nearly half a million transactions. Since the start of this year, more than one million people have booked an appointment and visited our offices to complete their business within about 20 minutes.
Before we switched to appointments, branch offices often continued operating hours past closing, sometimes until 10 or 11 p.m., to remedy the long line that formed before 5 p.m. This system was not efficient for customers or staff and came as a direct result of decades of disinvestment in the department that forced cutbacks of staff and offices by nearly half.
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