Source · Select Committees · Public Accounts Committee
Recommendation 24
24
Acknowledged
The evidence we heard from the Department suggested to us that it has taken a...
Conclusion
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
Government Response Summary
The government agrees with the Committee’s recommendation to set out a strategy for how the DVLA will re-engineer and modernise the driving licence process over the next 3 to 5 years but only restates existing actions rather than committing to something new.
Government Response
Acknowledged
HM Government
Acknowledged
6. PAC conclusion: The Department and the DVLA have not taken a strategic approach to maintaining and improving the infrastructure, estate and processes that the DVLA’s performance depends on. 6. PAC recommendation: The Department and the DVLA should work together to set out, by the end of 2023, a strategy for how the DVLA will re-engineer and modernise the driving licence process, over the next 3 to 5 years. Its strategy should address the extent to which its long-term digital transformation plan will make its IT infrastructure adequately resilient and if there is more it could do to enable secure remote working should another crisis occur. 6.1 The government agrees with the Committee’s recommendation. Recommendation implemented 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. 27