The Montana Motor Vehicle Division’s (MVD) implementation of the Credentialing and Registration System (CARS) is part of a multi-phase, multi-year effort to improve customer service and efficiency for Montanans. The first two phases — online scheduling and driver services — have already been rolled out, and the results are incredible. The feedback from the 76,000+ customers is overwhelmingly favorable. The third phase, which is expected to launch in March 2025, will overhaul the title and registration process (TRP), improving functionality for car dealerships, law enforcement, insurance companies and simplifying county operations. Phases One and Two: Online Scheduling and Driver Services At the beginning of 2021, Laurie Bakri assumed her new position as the MVD administrator. Her goal at the time was to focus on driving customer service for both the short- and long-term. Judging by customer reviews, Laurie has more than succeeded. As one happy customer said, “This couldn’t have been a smoother and more friendly experience. Very well done! Keep up the great work!” The new system increased the number of online services offered and significantly decreased the overall appointment times for customers, expanding in-person appointment availability across the state. “The new system has far surpassed our expectations. At most exam stations, Montanans can walk in without an appointment and be done in about 10 minutes,” Montana Attorney General Austin Knudsen said. “I’m proud of what MVD has accomplished and the excellent customer service our examiners are providing to make everyone’s MVD experience as pleasant as possible.” Nearly one-third of the customers served were able to complete their transactions online. Online transactions at MVD have increased by 750%, and appointment times have been cut by 68%. Customers also receive their credentials within seven to 10 days compared to the four to six weeks with the previous system. Efficiency has improved for in-person visits as well. The time between a customer entering and exiting any given exam station has decreased from an average of 22 minutes to less than seven minutes per transaction. The wait time to schedule in‑person appointments has gone from an average of 48 days to less than two THE ROLLOUT OF THE NEW TRP SYSTEM Laurie Bakri, MVD Administrator 15 MONTANA AUTO DEALER
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