Recommendation 6

HM Government Not Addressed

2023. This is the government’s response to the Committee’s report. Relevant reports • NAO report: Investigation into the management of backlogs in driving licence applications – Session 2022-23 (HC 851) • PAC report: Driving licence backlogs at the DVLA – Session 2022-23 (HC 735) 1. PAC conclusion: Due to the DVLA’s delays processing applications, there were serious repercussions for some people from not having an up-to-date driving licence. 1. PAC recommendation: The DVLA should set up better systems to identify and fast-track driving licence applications where the customer is badly affected by a delay. It should set out its plans to achieve this in the Treasury Minute. 1.1 The government agrees with the Committee’s recommendation. Recommendation implemented 1.2 More than 83% of Driver and Vehicle Licensing Agency (DVLA) transactions are completed online and the vast majority of people throughout the pandemic had a trouble-free experience. 1.3 The DVLA already has systems in place to identify and prioritise driving licence applications and will prioritise cases where the DVLA has been provided with evidence that a driving licence or identity documents submitted are required urgently. 1.4 With additional resource, the DVLA is also triaging drivers’ medical cases to ensure that cases are assessed on receipt so that those that can be, are processed quickly. The DVLA has also changed the way it issues driving licences for those with certain medical conditions to speed up the process and changed the law to allow more medical professionals to provide information. 1.5 The DVLA also advises customers through letters, emails and other communications that most people can continue to drive while their application is being processed to try and avoid customers mistakenly believing they cannot drive until a decision has been made. 1.6 The DVLA accepts that some customers were affected by delays over the pandemic, particularly in drivers medical, where the DVLA is very often reliant on responses from medical professionals to make a licensing decision on complex cases. The DVLA tries to expedite responses from medical professionals where possible and encourages customers to also do so. 2. PAC conclusion: The DVLA’s communication during the pandemic was ineffective, leaving many customers feeling as if their applications were making no progress. 2a. PAC recommendation: The DVLA should improve its communication to ensure customers understand the status of their applications and are updated regularly. This should include the information that they may be able to continue to drive while they wait for their application to be processed. 2.1 The government agrees with the Committee’s recommendation. Recommendation implemented 2.2 The DVLA publishes information on the quickest way to transact on GOV.UK and during the pandemic published estimated processing times for key services, which varied by service. 2.3 Information relating to section 88 and how someone may be able to continue driving while their application is being processed formed a key part of DVLA responses and briefings to media during the pandemic and generated significant coverage. Section 88 information was prominent on DVLA’s GOV.UK covid update pages and remains prominent on the relevant pages. The DVLA’s social media messaging, GOV.UK, engagement with medical charities as well as emails and letters sent to customers also contain this message. The DVLA will continue to investigate ways to further enhance this message for customers. 2.4 The DVLA’s contact centre continues to implement new and innovative ways to interact with customers, allowing them to move seamlessly between communication channels as part of their enquiry. A new call back feature was launched initially on DVLA’s drivers medical telephone service in December 2022 and gives customers the option to be called back by a DVLA advisor instead of having to wait during peak times. Feedback has been very positive with advisors noting an increase in positive conversations with customers and a reduction in average call duration. Following the success of the initial pilot on drivers’ medical services, the call back feature has since been expanded to other services. 2b. PAC recommendation: The DVLA should also improve how it communicates this and other important information to stakeholders such as MPs. It should set out what it is doing to improve its communication in its Treasury Minute response to this report. 2.5 The government agrees with the Committee’s recommendation. Recommendation implemented 2.6 The DVLA has a dedicated telephone line and email service which is exclusively for the use o