Source · Select Committees · Public Accounts Committee
Recommendation 8
8
Accepted
The Department acknowledged in the session that the human stories behind these cases can be...
Conclusion
The Department acknowledged in the session that the human stories behind these cases can be genuinely very difficult, commenting that “this is not just a numbers game. It is not just about processing and backlogs. It is about real people and the impact that not being able to get a driving licence can have on their livelihoods and their lives.”16 The DVLA told us that it brought in workarounds to help customers who were badly affected by delays. For example, when the DVLA knew a customer had a job offer or employment 8 C&AG’s Report, paras 12, 20, Figure 8 9 DLB0031, DLB0036, DLB0017, DLB0028 10 DLB0052, DLB0067, DLB0015, DLB0014 11 DLB0040, DLB0058, DLB0063 12 DLB0044 13 DLB0049 14 DLB0040 15 Q 59 16 Q 56 Driving licence backlogs at the DVLA 11 dependent on their driving licence being issued quickly, it looked to prioritise their case.17 However, many of our constituents clearly did not benefit from DVLA’s attempts to help customers in this way and suffered as a consequence.18 The DVLA’s communication about customers’ applications
Government Response Summary
The DVLA already has systems to prioritize urgent driving license applications and will triage medical cases to ensure quick processing and expedite responses from medical professionals where possible.
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 prioritize 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.