Both Benson’s office and former Secretary of State Johnson agree the upgrade is long overdue ‒ staff had been using a decades-old computer system. They also agreed that launching it in February, one of the busiest times of year, was a poor choice and was partially to blame for delays.

But that’s where the agreement ends. Benson, a Democrat, and Johnson, a Republican, each blame the other for deciding when to roll out the CARS system.

“The decision was made by the current administration to move forward with the launch of the new system for the vehicle transactions in February,” Johnson told Bridge. “But we’ve heard that maybe it didn’t undergo rigorous enough testing and that there were dozens of issues that didn’t get sorted out until after the fact.”

Liao, Benson’s COO, recalls it differently. “The date was set when we walked in the door … we’re still not sure why the decision was made to launch CARS during one of the busiest seasons of the year,” Liao said. But, she added, “we’ve stopped the bleeding and now we’re working on bringing the wait times down.”

Benson said her office’s eventual success in shortening office lines will depend on a host of improvements, developed over time.

“We’re trying to avoid making decisions based on what’s going to get us good press and instead making decisions based on what’s going to reduce the wait times, and sometimes those are two different things.”

Introducing self-service kiosks and expanding the MI-TIME online system isn’t enough to make lasting change, she said. “Reducing wait times means really redefining how we’re delivering state services.”

A big part of that is broadening options for accomplishing tasks usually handled at branch offices.

Among the department’s priorities:

Extending the MI-TIME appointment system to all of the state’s branch offices

Improving the reliability and usefulness of self-serve kiosks (similar to an ATM for renewing tabs)

of self-serve kiosks (similar to an ATM for renewing tabs) Streamlining services for high-volume customers such as auto dealers

Upgrading online services, such as adding a customized list of documents people will need when they arrive for an appointment to its website

Benson said the appointment system, which is now available at nearly all of the offices, is a guaranteed way to get in and out in 30 minutes already.

“I’m confident that the improvements we’re talking about and the work that we’re doing is going to collectively get us to where we need to be, which is that goal of the 30-minute guarantee,” Benson said. “We’re going to get there as quickly as possible but we’re going to do it right.”

Johnson said she’s skeptical. She noted that the methodology for measuring wait times is based on averages, which is different than guaranteeing everyone can be in and out of the branch in less than 30 minutes. She questioned whether Benson’s campaign promise is even do-able.

“It simply is not realistic,” Johnson told Bridge. “So people who come in have this expectation (of being seen in 30 minutes) and then they’re angry at the staff.” She said there will always be unforeseen delays, such as a sick employee or holidays that concentrate traffic in a shortened workweek.

Benson said she is undeterred.

"[I am] someone who likes to set high and ambitious expectations and meet them,” she said. “It’s not easy and it’s not always pretty but I think it’s the only way we can get to the real systemic change and modernization that we need to get to.”