Still standing strong for customers-- Land keeps Dept. of State true to its mission in '09

Faced with a seventh year of constant fiscal challenges, Secretary of State Terri Lynn Land and her team have once again successfully delivered customer service excellence and kept the Department of State standing strong as an organization. Despite budget cutbacks, revenue shortfalls and mandatory furlough days, Land's administration kept true to its mission of providing efficient, cost-effective and convenient service. ''We have a rock-solid strategic plan that has allowed this department to provide quality convenient service with fewer resources,'' Land said. ''By moving more transactions online and providing innovative and cost-effective ways to deliver services, we will continue to meet budgetary challenges while maintaining a high level of service for our customers.'' Offering a new enhanced driver's license and personal identification card, and helping the state set a record for enrollments on its organ donor registry are just some of this year's achievements by Land and her team. Highlights of the department's 2009 accomplishments include: * Quality Service for customers Offering enhanced driver's licenses and personal identification cards as a convenient, affordable alternative to passports for residents who travel across the border. More than 100,000 of the new cards have been issued this year. Giving customers the ability to buy a copy of their driving record at any branch office, in part to help job seekers in the state's tough economy who often need the record for job interviews. Making it easier for residents to participate in the federal ''Cash for Clunkers'' vehicle trade-in program by allowing them to obtain their vehicle's registration history at any branch office. Turnaround that had taken seven to 10 business days via mail was reduced to same-day service at the branch, enabling more people to take advantage of the rebate program. * Effective Fiscal Leadership In a year of mandatory budget cutbacks, a $14.9 million revenue shortfall and furlough days, Land managed the cuts in part by continuing the department's hiring freeze and careful financial planning. * Smart use of Technology Recording nearly 1.2 million online vehicle and watercraft registration renewals for the year--a record--and introducing online license renewals for Michigan's 33,000 mechanics. Adding 14 more Self-Service Stations to offices to bring the total number statewide to 55. The machines, which allow customers to instantly renew their registration and receive new license plate tabs, recorded 178,000 transactions in fiscal year 2009. * A Stronger Elections System Launching an Election Day modernization project to determine the best practices being used with regard to conducting elections in the state. The findings will be shared with all election officials in Michigan. More than 70 local clerks have been appointed to serve on the project's committees. Expanding the number of jurisdictions using e-Poll Book technology to 40 in 2009. (The department successfully piloted the program in 2008 and is moving toward statewide implementation.) E-Poll Book allows precinct officials to check voters in with a scan of their driver's license or ID card. Going from a paper-based to an electronic system speeds up voter check-in, improves accuracy and helps expedite election night returns. Providing numerous training opportunities to prepare local election officials for Election Day. Staff held 13 accreditation sessions for 450 officials, conducted recount instructional meetings in several counties and developed Web-based training courses with Michigan Virtual University that were accessible online by the election community. * Dedicated Safety Efforts Appointing a nine-member Department of State Medical Advisory Board to provide consultation on medical issues. This enables the department to make the most informed policy decisions possible and to help drivers maintain a license for as long as is safely possible. Further strengthening the department's motorcycle safety training program, using federal grants to add 104 training classes and training more than 14,000 riders in 2009. * Active Community Involvement Setting a state record of more than 250,000 enrollments on the Michigan Organ Donor Registry, compared to 165,000 last year. The success was attributed in part to Tell Us Now, a federally funded pilot program in six counties that prompted enrollments through media advertising and branch offices. The department and its customers joined together to collect more than 6,000 pounds of food and more than $2,700 for needy families in the annual Harvest Gathering campaign. Copyright © 2009 State of Michigan Published: Thu, Dec 24, 2009

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