Source · Select Committees · Public Accounts Committee
Recommendation 10
10
Accepted
The stress and frustration customers felt as a result came across as a clear theme...
Recommendation
The stress and frustration customers felt as a result came across as a clear theme in the written evidence our inquiry received from members of the public. For example, one person told us “Having no contact was useless because for all I knew, my application could’ve been lost in the post and never received, if it was in progress or even done.”20 Some of our constituents also told us that when they did speak to the DVLA they found its response unhelpful.21
Government Response Summary
The DVLA publishes information on the quickest way to transact on GOV.UK and during the pandemic published estimated processing times for key services. Information relating to section 88 and how someone may be able to continue driving while their application is being processed formed a key part of DVLA responses and briefings to media during the pandemic. A new call back feature was launched initially on DVLA’s drivers medical telephone service in December 2022 and gives customers the option to be called back by a DVLA advisor.
Government Response
Accepted
HM Government
Accepted
2. PAC conclusion: The DVLA’s communication during the pandemic was ineffective, leaving many customers feeling as if their applications were making no progress. 2a. PAC recommendation: The DVLA should improve its communication to ensure customers understand the status of their applications and are updated regularly. This should include the information that they may be able to continue to drive while they wait for their application to be processed. 2.1 The government agrees with the Committee’s recommendation. Recommendation implemented 2.2 The DVLA publishes information on the quickest way to transact on GOV.UK and during the pandemic published estimated processing times for key services, which varied by service. 2.3 Information relating to section 88 and how someone may be able to continue driving while their application is being processed formed a key part of DVLA responses and briefings to media during the pandemic and generated significant coverage. Section 88 information was prominent on DVLA’s GOV.UK covid update pages and remains prominent on the relevant pages. The DVLA’s social media messaging, GOV.UK, engagement with medical charities as well as emails and letters sent to customers also contain this message. The DVLA will continue to investigate ways to further enhance this message for customers. 2.4 The DVLA’s contact centre continues to implement new and innovative ways to interact with customers, allowing them to move seamlessly between communication channels as part of their enquiry. A new call back feature was launched initially on DVLA’s drivers medical telephone service in December 2022 and gives customers the option to be called back by a DVLA advisor instead of having to wait during peak times. Feedback has been very positive with advisors noting an increase in positive conversations with customers and a 23