Recommendation 24

The evidence we heard from the Department suggested to us that it has taken a hands- off approach to the DVLA, and not ensured that the DVLA’s services are periodically reviewed and improved through timely adoption of modern working practices and up- to-date technology. For example, when we asked what the Department was doing to help the DVLA speed up the processing of applications from customers with relevant medical conditions, the Permanent Secretary acknowledged that the area was a challenge but did not describe specific actions the Department was taking.48 We recognise that the DVLA has improved and modernised some of its services, for example paying road tax is now an easy and efficient process for vehicle owners. The DVLA wrote to us after the evidence session and told us that over 80% of all its transactions are completed online.49 The DVLA acknowledged that while almost all its services are digitised, applications for vocational licences and applications involving complex medical decisions are not. On its plans for digitisation the DVLA commented that “it is more of a 10-year timeline to be predominantly or almost everything digital.”50 The DVLA argues that it is now a much nimbler organisation after changes introduced during the pandemic. It has taken steps to make its operations more resilient, including opening an office in a second location, Birmingham.51