We’ve all seen the Facebook posts…a pull tab that shows #56 while the “Now Serving Number” shows #3. The Benton Harbor Secretary of State Branch Office is routinely characterized on social media as a veritable black hole from which customers only emerge after up to four hours of waiting in a crowded facility trying to renew a drivers license or license plate tabs. If your Secretary of State has anything to say about that, your issues may one day be merely a thing of the past.
Michigan Secretary of State Jocelyn Benson recently wrapped up a statewide tour of all 131 Secretary of State Branch Offices in Michigan. Every. Single. One. Hopefully, she didn’t have to stand in line for anywhere near as long as many of the rest of us, since she is the boss.
Today, Benson stepped up to the microphones in a press conference in Detroit to release a report on her observations and recommendations upon completing that tour of all 131 branch offices in Michigan.
Benson admits, “Our current system is inconsistent, outdated and inefficient. Fixing it will require a top-to-bottom review. I am committed to pursuing sustainable, data-driven solutions that are aggressive, innovative and implemented in collaboration with our dedicated staff throughout the state.”
At the news conference, held at Cadillac Place in Detroit, Benson spoke about visiting all branch offices in Michigan’s 83 counties and talking with customers and employees about how to improve service and shorten wait times for Michigan residents.
Benson says, “Every Michigan resident deserves efficient access to state services,” and adds, “We are ready and determined to rebuild a system of delivering services that is modern and effective. Michigan’s hard-working residents and our employees deserve no less.”
Benson’s recommendations fall under these headings:
- Upgrade online services and communications…
- Provide targeted support to the highest volume customers…
- Revamp self-service kiosks to ensure reliable service…
- Review internal policies and pursue legislative reforms…
- Create a culture of support for staff…
- Improve the physical environment of offices…
- Expand features that work and restructure those that don’t…
- Look for opportunities to continuously streamline operations…
- Encourage customer and employee feedback…
The full report is available by clicking the link below, but it’s only two pages long:
