Source · Select Committees · Public Accounts Committee
Recommendation 12
12
Accepted
The DVLA told us it has recently modernised its telephony systems, so in future it...
Conclusion
The DVLA told us it has recently modernised its telephony systems, so in future it should be able to cope better with surges in demand. For example, with the new system it can more easily increase the number of telephone lines available. However, the DVLA cautioned that installing a new system on such a large scale is complex and challenging and it is therefore taking time to install.25 17 Qq 55, 73–75 18 Qq 59, 106 19 Q 103; C&AG’s Report, paras 2.14–2.15, Figure 8 20 DLB0053 21 Q 106 22 Qq 4–5; C&AG’s Report, Figure 9 23 Qq 1–7 24 Qq 59–60 25 Qq 105–106 12 Driving licence backlogs at the DVLA Under-use of online services
Government Response Summary
The government says that the DVLA already has a strategy to develop its digital driver licensing services and has invested in new online services.
Government Response
Accepted
HM Government
Accepted
6.2 The DVLA has been an overwhelmingly digital organisation for many years, with more than 83% of transactions completed online. Motorists have been able to pay their vehicle excise duty online since 2004 and apply for a driving licence digitally since 2006. 6.3 The DVLA’s online services worked very well throughout the pandemic, with 98% of driving licences issued within three days when the application was made online. The challenge was with paper driving licence applications and drivers’ medical applications, which required staff to physically be on site (a significant challenge during the height of the pandemic, with restrictions sometimes more stringent in Wales) and turnaround of information from medical professionals who had understandably been instructed to deprioritise DVLA work. 6.4 The DVLA already has a strategy in place to further develop its digital driver licensing services for driver licensing and has invested in new online services and communications to encourage their use. This includes a strategic customer and technology programme which aims to transform how customers transact with the DVLA. This development and promotion of online services prior to and throughout the pandemic has been hugely beneficial as the backlog position would have been much worse without these efforts. Indeed, the delivery of some new digital services was accelerated over the COVID-19 pandemic as part of efforts to reduce backlogs.