Source · Select Committees · Public Accounts Committee
Recommendation 25
25
Acknowledged
The pandemic exposed weaknesses in the DVLA’s current operations which rely heavily on staff working...
Conclusion
The pandemic exposed weaknesses in the DVLA’s current operations which rely heavily on staff working on site and IT systems that hold customers’ personal information which staff can only access on site. Currently, remote working is limited, particularly for operational staff working on driving licences who have to be on site to work. The DVLA told us that at present, almost 60% of staff are working entirely on site as they have been doing throughout the COVID-19 pandemic, while the other 40% of the DVLA’s staff are in roles that permit hybrid working and work on site at least 40% of the time. The DVLA highlighted “a really strong sense of fairness” in its culture, which it said means the current situation where non-operational staff now have the opportunity to hybrid work between their homes and the office, while others must be on site, is challenging.52 The 46 Qq 51, 109 47 Qq 53, 80–82; C&AG’s Report, para 1.9; Letter from DVLA to PAC dated 8 December 48 Q 90 49 Qq 45, 105; Letter from DVLA to PAC dated 8 December 50 Qq 46, 47, 98 51 Qq 23, 76 52 Qq 36, 48; C&AG’s Report, paras 1.7, 3.15 16 Driving licence backlogs at the DVLA DVLA told us there were many issues with remote access to driving licence data systems, including security of the large amount of personal information it holds, and underlying technological challenges. The DVLA’s digital transformation plans aim to improve customer experiences, but do not aim to increase resilience through making it possible for more staff to work from home.53
Government Response Summary
The government agrees with the Committee’s recommendation but only restates existing actions rather than committing to something new.
Government Response
Acknowledged
HM Government
Acknowledged
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.