May 21, 2003

In keeping with her commitment to visit all Secretary of State branch offices within a year, Secretary of State Terri Lynn Land today met with employees and the public at the Gladwin, Standish, and Bay City branch offices.

"Providing excellent customer service is one of my top priorities," said Land. "The best way to do that is to hear firsthand what employees and customers are saying. They are the best sources of information about what works well and which areas need further improvement in our branch offices.

"All of our offices have dedicated and talented staff, as well as a unique set of circumstances. The department's primary challenge is to maintain core services while the state manages through difficult financial times. I am committed to running a lean department without sacrificing the prompt, courteous service that taxpayers deserve."

Secretary Land touched on plans to improve customer service in part through advancements in technology and extended branch office hours.

"Technology is rapidly transforming the way in which citizens can do business in Michigan," said Land. "Moving more of the Department of State’s services online is very convenient for our customers and cost-effective for the agency. I am also exploring the possibility of extending branch office hours through the use of employee flex time. This is the type of innovation that will keep the Department of State at the forefront of serving Michigan's needs."

The Secretary praised the office personnel for their diligence and pointed out the tremendous volume of work handled in each branch.

Last year, the Gladwin branch office processed nearly 55,000 transactions, the Standish branch office processed close to 60,000 transactions, and the Bay City branch office processed nearly 180,000 transactions.

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