Michigan to use technology to shorten office wait times

Michigan’s secretary of state is piloting a new program aimed at using customer service technology to reduce waiting times at the department’s 10 busiest locations.

Called MI-TIME, the program will allow customers to schedule appointments and get in line from their home computer or mobile device. The system will call or send a text message when the customer is about to be called.

“We all lead busy lives and we know that our customers’ time is important,” Michigan Secretary of State Ruth Johnson said. “Our MI-TIME Line service will revolutionize how we serve customers in our busiest Secretary of State offices. Now, you can get in line online and come to the office just before you’re about to be called. Spend the time you save shopping nearby, running errands or being with family. We’ll let you know when it’s almost your turn.”

The 10 offices that will be using the new system together handle more than 2 million transactions every year.

The system had a soft launch last week in the Flint and Lansing.

It will debut in the coming weeks in five other state offices, which are among the largest and busiest offices, including Clinton Township, Detroit, Livonia and Pontiac.

Offices in Southfield, Taylor and Troy also will shortly feature the service.

The secretary of state’s website will have links to the participating offices and customers can also find participating offices on the Branch Office Locator by searching for “Get in Line Online” offices.

To offer this service technology, the Secretary of State’s Office partnered with United States-based QLess.

The new technology is the latest in Johnson’s efforts to improve customer service. In 2011, she launched ExpressSOS.com to offer some of the department’s most popular services online. As part of ExpressSOS.com, customers can use the special Print-and-Go service that allows customers to print off a proof of purchase for tabs to carry until their tabs arrive in the mail.