Source · Select Committees · Public Accounts Committee
Recommendation 7
7
Accepted
We are also aware of other cases from our constituency work, for example of people...
Conclusion
We are also aware of other cases from our constituency work, for example of people being unable to work after a five-month wait for a driving licence and a bus driver threatened with losing his job because of delays at the DVLA. Other constituents have lost income or not been able to see family members.15
Government Response Summary
The DVLA has systems in place to identify and prioritise driving licence applications and will prioritize cases where the DVLA has been provided with evidence that a driving licence or identity documents submitted are required urgently. With additional resource, the DVLA is also triaging drivers’ medical cases to ensure that cases are assessed on receipt so that those that can be, are processed quickly.
Government Response
Accepted
HM Government
Accepted
1.1 The government agrees with the Committee’s recommendation. 22 Recommendation implemented 1.2 More than 83% of Driver and Vehicle Licensing Agency (DVLA) transactions are completed online and the vast majority of people throughout the pandemic had a trouble-free experience. 1.3 The DVLA already has systems in place to identify and prioritise driving licence applications and will prioritize cases where the DVLA has been provided with evidence that a driving licence or identity documents submitted are required urgently. 1.4 With additional resource, the DVLA is also triaging drivers’ medical cases to ensure that cases are assessed on receipt so that those that can be, are processed quickly. The DVLA has also changed the way it issues driving licences for those with certain medical conditions to speed up the process and changed the law to allow more medical professionals to provide information. 1.5 The DVLA also advises customers through letters, emails and other communications that most people can continue to drive while their application is being processed to try and avoid customers mistakenly believing they cannot drive until a decision has been made. 1.6 The DVLA accepts that some customers were affected by delays over the pandemic, particularly in drivers medical, where the DVLA is very often reliant on responses from medical professionals to make a licensing decision on complex cases. The DVLA tries to expedite responses from medical professionals where possible and encourages customers to also do so.