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WATCH: SOS Benson gives update on service improvements

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Posted at 10:24 AM, Dec 14, 2021

LANSING, Mich. — Michigan Secretary of State Jocelyn Benson gave an update Tuesday morning on service improvements made to secretary of state offices throughout the state.

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She says a "dramatic expansion" of online services coupled with an improved system for office visits has made for "vastly better" services at the Department of State this year.

"Now, Michiganders can access our services more efficiently and conveniently than ever before," Benson said. "They can walk up to an office or schedule their visit ahead of time, or use one of our self-service stations or online options. I am proud of the hundreds of state workers who have stepped up to ensure that even in challenging times we can make government work for everyone."

Benson noted that Michiganders now conduct 60% of all transactions without visiting an office, up from 28% back in 2018.

In addition, an average office visit now takes about 20 minutes or less.

"The take-a-ticket-and-wait system we inherited was clearly failing the people of Michigan," Benson said. "Now, the resident feedback speaks for itself, and Michiganders regularly tell us they are able to access our offices when it's convenient for them, be seen right away and get multiple transactions done do they are out the door in under 10 minutes."

About 2,500 people each day get served right away.

Those to do arrive when offices are busy can schedule a return visit that's convenient for them, which Benson says can usually be for the same day or next day.

The Department of State is in the process of filling about 50 vacant positions and Benson urged residents with strong customer service skills to apply.