Source · Select Committees · Public Accounts Committee
Recommendation 14
14
Acknowledged
The DVLA told us it estimates that about 60% of the paper-based applications it receives...
Conclusion
The DVLA told us it estimates that about 60% of the paper-based applications it receives could have been made online, and so those customers experienced longer waiting times than they needed to. During the pandemic, the DVLA investigated the reasons for this and found that some people do not trust putting their personal data into an online application. The DVLA adapted its publicity campaign to try to give people reassurance that its online services are safe and secure.29
Government Response Summary
The government agrees with the Committee’s recommendations and highlights existing actions by the DVLA to promote online services and address concerns about data security, and to improve services.
Government Response
Acknowledged
HM Government
Acknowledged
3.1 The government agrees with the Committee’s recommendations. Target implementation date: December 2023 3.2 The DVLA is a highly digital organisation. In 2022-23, the DVLA processed 3.2 billion automated and digital interactions, up from 1.06 billion in 2019-20. 3.3 The DVLA launched ten new online services during the pandemic, which have encouraged more customers to transact digitally. On average in the last financial year, 6.5 million digital transactions were completed per month, an increase of 400,000 per month from 2019-20. 3.4 The last three years has seen a significant shift to digital services with more than 83% of transactions completed online in 2022-23, up from 74% pre-pandemic. 3.5 The DVLA runs year-round no cost communications through stakeholders, media responses, marketing messages and social media. It has run four paid campaigns promoting online services since the beginning of the pandemic. The Department for Transport (the department) will support the DVLA in gaining the relevant approvals for further paid campaigns to promote the take up and use of online services. 3.6 The DVLA reflects the higher cost of paper transactions by charging more for certain paper applications than the equivalent online channel and will review this. 3.7 While a significant majority of customers use the DVLA’s online channels, there will always be those who need or choose to transact by paper. The Lloyds Bank Essential Digital Skills Report 2022 estimated around 10.2m people lack the skills to transact online. The Office for National Statistics estimates that around 2.4 million people on household incomes under £25,000 do not use the internet.