Secretary of State: wait times at local offices needs to be addressed

Secretary of State Jocelyn Benson

By Scott Bolthouse | The Huron Hub |

Published April 11, 2019 — 2:00 p.m. EST

Michigan Secretary of State Jocelyn Benson announced Thursday her findings after completing a tour of all 131 secretary of state branch offices in the state.

On the list of recommendations from Benson was addressing the long wait times at offices.

At a news conference in Detroit, Benson spoke about visiting all branch offices in Michigan’s 83 counties.

After talking with customers and employees, it was decided that services needed to be improved and wait times shortened for Michigan residents.

“Every Michigan resident deserves efficient access to state services,” Benson said. “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,” she said.

According to a statement from the secretary’s office, 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.

Read Benson’s full report here.


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