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Secretary Land puts more services right at Michigan's fingertips
AUGUST 24, 2006
Secretary of State Terri Lynn Land today unveiled an innovative customer
service plan that targets ways to save customers' time, heighten safety and put
technology to work for Michigan residents.
"Michigan residents should be able to conduct business with the state just as
easily and securely as they can shop, look for jobs and browse home listings
online," Land said. "This customer service initiative helps make that a reality
by expanding the services offered online and making them more available in your
"I want the Department of State to use the latest, most innovative technology
available to make dealing with the state as convenient and timely as possible. I
look forward to working with the Legislature and stakeholders to have my plan
Land's plan includes:
- Increase the number of PLUS offices and SUPER!Centers, which feature
expanded on-site services and more convenient hours, throughout the state.
- Placing the department's ATM-style Self-Service Stations in government
or business centers for greater customer convenience. The machines, which
let customers renew their license plate tabs with the swipe of any major
credit card, are now in PLUS offices and SUPER!Centers. Since inception,
there have been over 55,000 of these do-it-yourself transactions.
- Protecting young drivers by providing parents with information about
their teen's driving record. Under the plan, parents could enroll in a
subscription service to be notified of driving-related convictions.
- Modernizing the department's business procedures. Land is promoting a
single record account for each customer, which gives branch office employees
an overall view of their clients' needs with one query and enables them to
be more proactive in offering excellent customer service.
- Helping seniors by creating an online "physicians' toolbox" that gives
doctors the ability to submit secure medical information in a timely manner.
Land's initiative eliminates hassles for seniors and physicians while
ensuring that the department gets the critical information it needs. Elderly
drivers also benefit because disability-parking placards can be sent
directly to their homes, avoiding a visit to a branch office.
- Creating an online "consumers' guide" by posting serious regulatory or
licensing violations by mechanics and auto-repair facilities as well as
driver-training instructors and schools.
- Heightening border security while crossing over to Canada. Land
pioneered the concept of a dual-purpose driver's license that is usable as a
passport when Michigan residents travel to Canada or Mexico to comply with
new federal laws.
- Improving safety for motorcyclists by expanding the number of training
facilities and requiring people to have a motorcycle endorsement on their
driver's license before being allowed to register a motorcycle. Crash data
for the last five years indicates that roughly half of all motorcycle
crashes involved no other vehicles, which supports a need for more training.
Letting people conduct even more business online, such as address changes,
obtaining driving records, and automatically renewing vehicle tags.
Many of the initiatives build on previous customer service improvements put
into effect since Land became Michigan's secretary of state in 2003. For
example, the department has created PLUS offices and SUPER!Centers, and made it
easier to find abandoned vehicles, renew license tabs online and shorten branch
office visits by taking advantage of the magnetic strip on the back of driver's
licenses to avoid hand-entering information.
Land's complete plan as well as her proposals for election and campaign
finance reform are available online at the Department of State's Web site at