Source · Select Committees · Public Accounts Committee
Recommendation 11
11
Accepted
Many customers went to their MPs for help: complaints received via MPs increased from 2,600...
Recommendation
Many customers went to their MPs for help: complaints received via MPs increased from 2,600 per year in the two years before the pandemic, to 26,800 in 2021–22. The DVLA explained to us that people were coming to MPs because they found it difficult to get through to the DVLA. The DVLA believes the surge in complaints to MPs reflects a change in customer behaviour towards bypassing its usual complaints procedure and going straight to MPs.22 In our constituency work we had mixed experiences of dealing with the DVLA on their behalf – including some very positive experiences but not all so. We felt the DVLA could have done more to keep MPs informed about the problems it was experiencing and advise MPs on how they could help their constituents.23 Although most people affected by the backlogs were able to continue driving under an exemption in the Road Traffic Act 1988, this was not clear to many people.24
Government Response Summary
The DVLA has a dedicated telephone line and email service for MPs and other elected representatives, aiming to reply to correspondence from MPs within eight working days.
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. 2b. PAC recommendation: The DVLA should also improve how it communicates this and other important information to stakeholders such as MPs. It should set out what it is doing to improve its communication in its Treasury Minute response to this report. 2.5 The government agrees with the Committee’s recommendation. Recommendation implemented 2.6 The DVLA has a dedicated telephone line and email service which is exclusively for the use of MPs and other elected representatives if they have queries on behalf of their constituents. This service is widely utilised, has attracted positive feedback which the DVLA will utilise to continue to develop this service. The DVLA aims to reply to correspondence from MPs within eight working days. This is the shortest target for replying to MP correspondence across government, compared to the more common target of between 15 and 20 working days. 2.7 While it was difficult to meet the eight-day target during the pandemic, performance has now returned to normal levels. In March 2023, the DVLA replied to 87% of MP correspondence within the eight working days target and 100% within the more standard cross-government target of 20 working days.