Selected Activities Related to Providing Customer Service, Bureau of Quality and Customer Experience - 231-0236-25
Agency Description
The Department of State’s mission is to engage the people of Michigan in its democracy, to deliver excellent customer service, and to strengthen government transparency and integrity. The Bureau of Quality and Customer Experience’s (Bureau’s) related customer service area responds to between 250 and 500 customer e-mails received each day, while also operating a public-facing call center, receiving between 4,500 and 7,000 calls per day. Customers are first greeted by an interactive voice response system that provides various options, including answers to high-volume frequently asked questions, and if callers still need assistance, they are transferred to 1 of 63 call center operators. The Bureau’s customer service also provides technical support to branch offices and assists branch office and call center staff with more complex customer matters. In addition, the Bureau maintains a list of select IT inventory, such as credit card readers, printers, and translation tablets located at branch offices. Between October 1, 2023 and April 30, 2025, customer service expenditures totaled $14.2 million, with 98% being for wages and employee benefits.
Audit Objectives
- To assess the sufficiency of the Bureau’s efforts to provide efficient and convenient customer service.
- To assess the effectiveness of the Bureau’s efforts to properly safeguard assets.
Timing
Estimated Release Date: Early 2026
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